I am extremely disappointed with the level of customer service I received from the Autobarn Port Stephens store today.
I placed an online order for next-day pickup at this location, however due to unforeseen circumstances I had to travel approximately 200km away before I could collect it. The following day, I contacted the store to request a simple and reasonable solution — either transferring the item to a store closer to my new location or updating the system to allow collection elsewhere.
Unfortunately, what followed was completely unacceptable.
I spoke with a staff member (Matt) and later his manager, both of whom were dismissive, unhelpful, and outright rude. I was told they could not transfer the item due to a “policy,” but no effort was made to offer any alternative solution or assistance.
What was most shocking was the manager’s attitude. When I provided the postcode of the store closer to me, he responded with: “Where the hell is that?” — which is incredibly unprofessional and disrespectful.
The situation escalated further when I politely asked for the manager’s name. I was told it was “none of my business,” and the call was abruptly terminated.
This experience showed a complete lack of basic customer service, professionalism, and respect. At no point did I feel that my situation was taken seriously or handled with any willingness to help.
I understand that policies exist, but the way this was handled — with hostility and disregard — is completely unacceptable. A business should always strive to assist customers and communicate respectfully, regardless of limitations.
I am extremely dissatisfied and would strongly urge Autobarn to review the conduct and training of staff at this location.
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