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January 20, 2016

Masters Home Improvement Centers To Close 63 Stores Across Australia - Big Box Retailer fails To Capture Market Share

Masters Home Improvement Centers, the joint venture between Australian based Woolworths (supermarkets) and USA based Lowes Home Improvement Stores, announce the closing of their stores.

According to a survey by Canstar who surveyed more than 2000 consumers, the quantity of complaints has proven insurmountable for the joint venture to succeed.

Some of the complaints include...

‘THE STAFF ARE UNHELPFUL’
• Staff can be very vague about products and where they are in the store.
• It is sometimes hard to find staff to help you in our local store.
• Staff unhelpful and don’t know their products
• Staff are not that helpful, can be hard to find things.
• Mistakes at check-out with a mistake made on most visits.
• Some of the staff in the gardening section need horticulture experience, especially to give advice about plants.
• It can be hard to find staff for advice on hardware products.
• Customer service is poor. Not as helpful or available as Bunnings.
• Not enough staff in the late afternoon, evenings.
• Not enough staff.
• No staff to help you.
• Couldn’t find a salesperson to help for ages.
• It was difficult to find what I was looking for and no staff were available to help me, so I had to roam around until I found what I needed.
• The staff there are not helpful. They are good at talking or consulting but don’t help to lift or move the goods I bought. They are so lazy. At last I have to move the BBQ and furniture I bought by myself. Nobody helped me. They gathered together talking and chatting. They are so lucky to get this kind of job.
• Not a lot of assistance.
• Checkout operator was not particularly friendly.
• Trying to find a staff member to help took a very long time.
• Some of supervisory staff are autocratic.
• Was hard to find a staff member.
• Staff service is very poor below standard.
• Service can sometimes be slack.
• Staff rude — don’t understand sizing.
• Sometimes difficult to find a staff member.
• Not enough floor staff help.
• Have had a problem with click-and-collect once because staff couldn’t find the order. Would have been much quicker to find it myself in store.
• Occasionally can be hard to find someone to help me.
• Sometimes check-out service is not so good.
• The item was delivered at 8pm at night after several phone calls to see where it was — put on the wrong truck.


‘THE RANGE IS LIMITED’
• Poor quality of vegetable seedlings especially during the early part of the week as if they have sold out over the weekend and re-stocked.
• They sell too much Asian made poor quality things.
• Can’t find items, as they are not in a sensible order. Too many products that are out of category for a hardware store.
• The garden section needs more staff to keep the plants at premium. More variety of plants.
• They didn’t have everything.
• Limited range.
• Hard to locate what you’re looking for.
• It’s a little pricey with some items, it could sell a lot more plants if they weren’t so dear. And there are no trees planted in the car park, so there will never be any shade.
• Limited range, limited counters, not well organised, limited staff.
• Poor online catalogue with terrible ‘search’ system.
• Plants a bit dear.
• They had the wrong price at the self-service check-out.
• Lots of cheap and nasty rebadged brands.
• Items are not grouped together.
• The store layouts are terrible and they don’t feel like a proper hardware store.
• Limited range of product.
• There is not much choice with cleaning products and equipment.
• Some stock was out.
• Limited product brands.
• Prices are a bit steep.
• Many products more expensive than main competitor.
• Not all brands stocked.
• Some everyday items are very expensive compared to other retailers, garden range is bad and expensive.
• Range is rubbish overpriced and not really a hardware store where you can get real tool which will last a lifetime and not need to be replaced every six months or year so you come back and spend more money.
• Lack of product range and quality of some of the brands.
• Limited products compared to competitor.
• Range of products could be expanded.
• Don’t seem to have enough sales and promotions.
• Limited range.
• A bit expensive.
• Range of products could be better.
• Little more expensive than Bunnings.
• Prices slightly higher than opposition.
‘THE STORES ARE CONFUSING’
• Cafe/rest spot is small.
• Locations not so convenient.
• Feel lost when you walk into a big store and nothing is labelled.
• The lack of delivery options to outlying areas.
• Is a little more expensive than its competitor, store layout is difficult to navigate.
• Wished their stock was where it should have been, as they said they had another four lights there but couldn’t find them.
• Very long queue at the check-out. Very annoying and frustrating.
• Too far to travel.
• Needs to have more signage/larger signage to indicate aisle numbers, etc.
• Trying to find the article searched for is hard as the store is huge and where I would expect to find something is not always in the area expected.
• Layout is hard to manage.
• The check-out at the garden shop is often closed earlier than the rest of the store meaning that you need to push your trolley full of garden items down to the main cash registers.
• Do not like store layout.
• The car park is hard to get in and out.
• Not always conveniently situated.
• So big and a lot of walking if you need something at the other end of the store.
• I thought that the flooring in the store felt slippery it made me nervous to walk around.
• Website almost impossible to find what you want.
• There are not enough stores — I have to drive for 30 miss to get to one.
• Too far from the place that I live.
• Not enough stores around.
• Items show in stock in store when checking this online, but are out of stock when you visit the store straight after.
• The website isn’t very functional and sometimes the products are more expensive than Bunnings.
• Distance to store — Bunnings closer.
‘BUNNINGS IS BETTER’
• Not as good as Bunnings.
• Bunnings remains my personal preference.
• It’s just another Woolworths finger in a pie.
• Not as good a range of products and brands as Bunnings.
• Bunnings seem to do it better. Not sure what it is but the atmosphere and stock is better.
• Not as good as Bunnings. Plant selection poor and often in need of water. Disinterested staff.

The Masters Home Improvement Centers established 63 stores in Australia over the last 10 years. Big Box retailers have plagued the small business sector over the last 25 years, forcing many one-time profitable small and family owned businesses to close due to lower prices (often prices significantly less than small retailers could even purchase for).
This welcome news to small and family owned businesses, means the largest employer (the small business sector) will see a relative uptick in customers and consumers, still in need of quality products and services.  

Bunnings, the largest Big Box hardware chain in the Southern Hemisphere continues to march to it's own beat, leading the Australian big box hardware market. No doubt, Bunnings will be quite pleased at this news.

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Danny was very professional and friendly at the same time. He not only gave me the quote and fixed the exterior door and explained his work. He was prompt and upfront about the work and did the work. He came in time took care of it on the same day. (Sasheethn K St Louis MO) June 2018d out problems but assured not urgent. Please feel free to have Danny pass out my number for my total experience review 314-351-5553

Charlie M. (St Louis, MO) November 2015


Danny was pleasure to meet and was very knowledgable. He explained several lock replacement options but I decided none of them were a good fit for a storm door, however, I did replace a lock on my entry door with a type of lock I had never seen before. I would highly recommend this company.
Patricia J (Bridgeton, MO) March 2014
They were prompt and showed up when he said he would show up. He knew his stuff. I had ordered new handles and he was honest enough to say that we don't need them that he can fix the doors and he did. Made me lock and unlock my doors to his satisfaction so that I knew what to do. Am very, very pleased with the service and cost.
Joyce K (Glencoe, MO) May 2015

Showed up on time for appointment. Was very knowledgeable about the project and offered a solution beyond what I asked to be done.
Stephen G (Chesterfield, MO) May 2015


Daniel was right on time, assessed the problems I had with two doors, made the repairs, and explained what caused the problems to begin with .... He is a "door expert" and a true professional. I highly recommend him.

Vince V (St. Louis MO) May, 2015




Danny was fabulous! He went over my concerns and he provided me with more than a fair quote. He was there when he said he was going to be there. I would highly recommend Danny. Cheers!
Denise S (Imperial, MO) May 8, 2014

Hired Danny to re-key locks on "new" house purchase. He advised to replace with new deadbolts & door knobs on 3 entry doors instead which I agreed with. All doors have 1 matching key & the safety of excellent quality product & workmanship. He also added new strike plate to door frame to complete project.. I recommend as your 1st & only call to a Locksmith.

Denise F (St. Louis, MO) April 3, 2014


Danny was very helpful in solving a pretty complex problem involving many lock.
Scott C (Eureka, MO) March 27, 2014




Needed patio door track to run smoothly. Arrived early, fixed door and explained what he was doing during repair. Quick and easy. Door works great, my wife will now speak to me, and I've become a better dancer.

Mike W. (Arnold/Oakville MO) July 2013


The owner spent a longtime with me on the phone helping diagnosis the problem. He was on-time, friendly and helped resolve my issue. I will definitely use him again!

Chris C (Lake St Louis, MO) July 2013


I had a very pleasant experience with Master Key Systems. They came out, did the job (which took longer than expected) and they did not change the price they quoted me. Now, I am not certain that it was a great value for the money because I don't have a comparison, but they did what they said, when they said, for the price they said. Enough said!!!

Antonio B (Saint Louis, Missouri) March 2013


Professional.. Upfront about charges. Fixed the sticky door within 20 minutes. I will recommend Master Key for exterior door issues.
Muthu R (Ballwin, MO) July 2012


Danny was a master craftsman, knowledgable and professional. I will be calling on him again in the future as well as passing on his services to friends and family.

Marsha L (Saint Louis, MO) July 2012


Danny was excellent! I called him on a Monday to fix a sliding glass door. He happened to have the exact part we needed (and it was not an easy find - we had looked everywhere) and he came over Tuesday evening. He stayed until 8:00 until the job was done, and cleaned up afterwards. He was courteous, professional, and efficient! I could not be happier!

Rachel P Maryland Heights, MO (July 2012)


He did an excellent job. Got there on time and quickly solved the issue. Was very pleasant and explained the situation and how to keep the door from sticking in the future. Would definitely use Master Key LLC again!

Neil F. (Saint Louis, MO) April 2012


Danny was very friendly and knowledgeable, although his apprentice seemed to do most of the work, Danny kept an eye on him to make sure it was done right. He had very reasonable pricing for re-keying.
Greg D (St Louis, MO) October 2011


He was extrememly fabulous and helpful and did a wonderful job. He was very professional.
Shannon M. (Arnold, MO) October 2011


Growing up spending so much of my time in Italy, the uniqueness of the Nova Classico left quite an impression on me. To be able to have and enjoy them in my own home here in the states is a nostalgic indulgence I'm enjoying beyond words. Thank you Danny for coordinating this transaction.

Joseph M (Chicago, IL) September 2011





great job. hired on the spot and he did job right then at great price

Ron B (Arnold, MO) July 2011







I searched the internet and found your services. I received three phone calls within several days. A service call was scheduled. Two gentlemen arrived promptly, analyzed the problem and fixed it.
James & Florenc M Saint Louis, MO July 2011

The repairman was on time and did an excellent job of fixing a very stubborn door lock. He was persistent and cleaned up the work area afterwards. I would use this service again.

Brenda F (Saint Peters, MO) June 2011


Danny at Master Key Systems has succeeded in making the purchasing of our Meroni door locks, from Italy, an absolute breeze. Even though I live in Australia with a 16hr time difference and was ordering door knobs from Italy that weren't in stock, the whole process was faultless. Danny was prompt and efficient with all his emails and made sure we had covered every possible variable so that the product I received was exactly as required. I would have no hesitation in recommending Danny for your next purchase.
Patrick Carr (Canberra, Australia)


Your product really helped because I needed to secure a nurse's station adjacent to a waiting room and needed a pocket door. Unfortunately, no real options were available to lock a pocket door effectively that would keep me compliant with HIPAA and secure an area that stores medical supplies. This was vitally important as this particular waiting room was for "waiting detox patients". Thank you very much.
Randall R The Fritz Clinic (Birmingham, Al) March 2011


Danny was very polite and knew what the problem was and how to fix it. He also gave me some information about other issues that could arise with my door and locks. Will hire again if I ever need that type of work done.
Jason M Imperial, MO March 2011




I had an exterior basement door that dragged when opening and closing. The hinges were not fitting properly and the door frame had shifted, probably due to the age of the house.The screwswould not go far enough into the wall without hitting stone...even using a special drill bit. Dan worked a long time drilling and sanding to shore up the door as best as possible. I know it will never be perfect. He could have easily sold me a new door and the same issue would happen. He was honest, thorough, and did an excellent job without charging me a fortune. I'm satisfied with the door now. If you want an honest, experienced man, Then Dan is the man

Roger M Saint Louis, MO March 2011


I purchased the Cowdroy P697 Pocket door lock with key over the internet. I emailed questions before my purchase and was provided with the answers quickly by return email. The purchase was quick and easy and the lock was shipped immediatly. Installation is quick and easy. But you do need to convert millimeters to inches (use the internet) in the installation instructions. And the lock looks great and works great. I will do business with them again. THANK YOU

Ed D (February, 2011)





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