Company Store

Leticia Lettee

5 months ago

What was supposed to be a positive experience buying my partners birthday gift turned out to be really miserable. We had Karly at the register, and while serving us, a younger staff member, Sam, approached to inform Karly that another customer was chasing a product return for a faulty water bottle, to which Karly replied “Well good for them”, dismissing the other staff member. Awkwardly trying to move past that, my partner asked about the lights on display under an awning, about where to find them so he could look at the box information; Karly replied “You can have a look at them on the display”. We initially found Karly under that very awning, where he already asked her one question about the lights; so she was clearly aware in the fact that we had already seen the display and were looking for further information. She continued on with “I’ll assume you’re needing the brackets” Which despite not being very informative or polite about it, might’ve turned out to be helpful if she had of actually given them to us after purchase. The man that helped us in between having to deal with Karly was fantastic. Truthfully he’s probably the only reason we’d ever come back. He offered to help us load the big items into our car and was overall really helpful and informative. My only star for this rating goes to him. After purchase, Karly inconveniently ordered another staff member to go and grab the boxes for us to lug out to our car ourselves. When we politely mentioned that someone already offered to help us load them if we drove around back, she replied “or I could just give them to you here so you can take them now”. We awkwardly just agreed and stood aside waiting, until the man we spoke to earlier found us to confirm if we still wanted to drive around the back as he thought there was a miscommunication. We apologised and asked if that was still okay and if it wasn’t a hassle, because quite frankly Karly made it feel like it was. Again, he was more than helpful and incredibly friendly and helped us load our car in the end. Fast forward, today’s my partners birthday. He finally gets to actually open his gift and realises there’s no brackets anywhere to be found. So we’ve been charged, but not given the product. We spoke to someone over the phone who was apologetic as it’s a busy time of year, any other occasion i’d rule it down to busyness too, but the poor interaction i had only leaves me to believe that this was purely careless and lazy on Karly’s behalf. My partner not wanting to wait a week for cameras to be checked, drove all the way back out to coffs harbour where thankfully the staff we spoke to quickly resolved the problem, gave us the brackets and were apologetic about everything. I’m still disappointed in the interaction with Karly, and the fact that we had to sacrifice a decent portion of my partners birthday to get something we should have initially left with, but im thankful the rest of the staff are genuine enough.

Miah Fabian

5 months ago

Absolutely outstanding experience with Kings From start to finish, everything was spot on great range, fair pricing, and genuinely helpful staff who actually know their 4x4 gear. The quality of the products is excellent for the price, whether it’s touring, camping, or serious off-road setups. You can tell they design their gear with real-world use in mind. The store is well laid out, stock is easy to find, and Adam takes the time to explain options without trying to upsell. Thank you so much Adam for helping me out definitely coming back in to spending more money there

Matthew Lloyd

3 months ago

I ordered a replacement fridge lid 6 weeks ago. I was told it would take 2 weeks. When I rang the 1800 number I was told they were waiting for a overseas ship to arrive. I was told when it arrives I'll be informed. 2 weeks later I enquired again having been told that it would surely be in stock by then and was told not here yet but must be very soon. Additionally I was told to rest assured I would be contacted when it turns up. 2 weeks later, 6 weeks in total, I ring again as I have heard nothing from kings and was informed that the lid was marked as being picked up but they realised that this was an error because it never arrived at the coffs-harbour store. They said another customer received their order within a week, however my order had been delayed for 6 weeks. Their only solution was to send it directly to me and guess what it will take another week to be delivered. They only said sorry for the inconvenience. I asked if I hadn't made the enquiry when would they inform me as I had not received any correspondence from them, there was no answer except we're sending it out what more do you want. This is very poor service. No compensation, no contact from them just the brush off. I drove to the coffs store as you can not call them and spoke to the manager Chris who was very helpful, sorted out the problem, recognised that the part they were sending was not the right one for my fridge and was able to organise a replacement part. Thankyou Chris you have saved Kings coffs harbour's reputation. End note. Only deal with the store, forget about the idiots in customer service they don't understand the meaning of the word.