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Umart Online QLD, Milton
Lee H.Richmond-Tweed, NSW
Hopeless management, hopeless customer support. No transparency in what's going on.
Don't ever order products from Umart, they have no idea what's going on with your order and appear to just string you along so you don't cancel. I'm incredibly frustrated by their lack of transparency and robotic responses. Phone support parrots delays due to Covid-19 like that's some kind of acceptable excuse for an in-store pickup, if your business has increased in demand then roster on more staff, that just makes it sound like your management is incompetent. It's not like Covid-19 started yesterday you should have had the management skills t...Read more
o handle this situation weeks ago, my business was shut down in February, your problems are nothing compared to other companies real problems, I wish our problems were record profits. The mobile phone app just makes it more frustrating, taking hours at a time to answer for questions then ignoring questions you have asked. The experience I've had so far gives me the impression that the phone support staff, the mobile app staff have absolutely no effect on orders whatsoever no matter the level of importance, I highly doubt they are actually escalating anything when they claim they are. The lack of transparency in what's going on is appalling. How hard is it to walk out the back and grab 4 products and mark it as available. JB Hi-fi makes sure your products are available within 30 minutes to an hour, and if you call them and ask what's the hold up they are transparent and tell you what's going on with the order be it waiting on a delivery from a supplier, a transfer from another store etc, you can even speak to the storemen directly or a manager if you need to, you can even walk in and speak to them, none of this nonsense about Covid-19 and trying to blame everyone else for their poor management.. The stock I purchased said in stock at Milton, I even called to clarify this fact before I made the purchase, I also purchased stock at the gold coast store which was available within a few hours. So it baffles me that Milton hasn't come up with a solution yet and it's late in the day after two days of waiting. My assumption at this point is that they never had the stock and they are waiting on delivery but are too embarrassed to say so, it's either that or they have a stock variance in which case the solutions are pretty basic, sell me on the above motherboard that's in stock and finish the order. At this point, they claim 3/4 items are ready, I have sent them a text asking to get another motherboard if that solves the problem and they still haven't responded to that text. Good management would come up with a solution and solved my problem within 15 minutes. If you're in doubt and need a product urgently Umart Milton is the last store I'd ever buy a product from unless you want to go bald from tearing your hair out in frustration. What a hopelessly dysfunctional organisation, you should be learning from your peers who even in the midst of this "crisis/record profits not really a crisis" are doing a much better job of handling the situation. I can't wait for the response below to be a full-blown autopilot response about Covid-19, like making record profits is somehow a disaster for them, meanwhile, the rest of us are being stood down or going bankrupt like I should feel sorry for them. Update: Just cancelled my order. Thanks for nothing Umart, you absolute time wasters 2nd Update: After I called up and had my order cancelled it came through as ready for collection minus the motherboard. So the solution to upgrade my motherboard to one in stock would have worked, then they cancelled it properly. What a hopeless dysfunctional company. The phone support doesn't know how to solve problems the Facebook support doesn't know how to solve problems. Got to wonder what the management of Umart actually does at this point. I sent my order to PC Case Gear. Should have done it in the first place, what a waste of my own time. If you run a business, don't use this company, they will just cost you money.Similar opinion? Write a review on ieatwords.com.au!
Very slow to do a simple job
Made an order yesterday for a monitor in stock, still waiting for a confirmation email to say its ready ohh wait sorry waiting for some to grab it off a shelf and click a few buttons but yes they are busy due to COVID-19 even though I went in yesterday to pick something up for someone which btw ordered they ordered a day before me and was ready for collection the next day plus they say they are trying to let less people in but yesterday it was atleast 20 people in waiting for collection. gotta love umart P.S yes person from umart who will most likely respond I know you have done things due to COVID-19, everyone has
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- QLD, Milton
- Verified customer
Diabolical returns process
Umart are a great shop to buy from, but their returns process is the worst I have come across. Don't have any issues with their hardware, as they will provide you with absolutely no assistance in this matter.
It is now 116 days from first returning a faulty graphics card following Umart's returns process. I still have no replacement. I can't believe it has taken this long, so many calls, visits and time wasted. They simply dont seem to care about my situation.
We have had three refurbished cards back from manufacturer, none of which have ...Read more
worked. Umart have clearly not tested anything back from the supplier, simply passed back to me to 'test'. I asked for a refund on day 1, which umart refused. 116 days on from that and I still have no graphics card, which is a ridiculous situation. Umart also keep creating new tickets, rather than the keeping the old existing ticket open. I assume this is to hide the fact that 116 days has passed since this process started. Not good enough Umart! If you work for umart, please check these codes: RA#180795, RA#179749, RA#179748, RA#183684 for details about this ongoing case. I am still none the wiser as to what is happening and have had to chase Umart at EVERY step of the way to even find out where we are at. Based upon their returns process please avoid purchasing anything from Umart, once the sale is made, they simply don't care about the customer.1 comment
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Nev
- 7 reviews
- QLD, Milton
- Verified customer
Friendly awesome service
You order online they send you an email when ready you pick up. So simple so quick. I would not buy my computer parts anywhere else. The staff are very helpful and friendly, the shop is always clean.
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Very bad customer service and inconsistent information delivery
They have extremely poor customer service and after sending me on a bump steer between stores. Which aren’t close together, I Got told it wasn’t his problem. I tried ringing before heading to the Milton store to secure the product but they did not answer the phone. I tried several time that day before venturing all the way to the Milton store to be told it’s online only now. Which I was not told the day before at Chermside. I needed to get a new pc as we are doing online course for my work and was just told this week on the Thursday that the fo...Read more
llowing week would be webinar’s. so it is now Friday night, as I didn’t get to the shop because my class today ran from 8am to 4:30pm until 5pm and tomorrow (Saturday) is ANZAC Day and Nothing is open. He didn’t even attempt to help me just told me it isn’t my problem. I even asked if I order now when could I collect and he said Monday. Which is a till no good for me. Poor poor service. Will never go back and will tell everyone not to use them.Similar opinion? Write a review on ieatwords.com.au!
DracDarling Downs, QLD
Great pricing, frustrating record keeping and phone support
We have built around 8 gaming PCs with UMart as well as countless component upgrades over 16 years. Their pricing is exceptional and orders are filled and delivered reliably. We would recommend them to anyone comfortable with doing their own upgrades. However we have been frustrated with call centre phone support. Faulty product replacement processes are terrible, taking many months and many follow-up calls. If prices increase between initial purchase of the faulty part (say due to buying on special) and like-for-like replacement, you pay the g...Read more
ap. That's not good customer support, and we are good loyal customers. Account management is also poor with little hope of retrieving records of past purchases beyond 18 months. The company cannot see that you have been dealing with them for many years. For example in the "What did you purchase" section below only around 12 items appear from the hundreds we have purchased.Similar opinion? Write a review on ieatwords.com.au!
Phillip H.South East Queensland, QLD
Always been good
I have been going to Umart Milton for nearly 20 years and have always been very happy with the service, products and price.
I highly recommend these guys for your IT needs
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JamieSouth East Queensland, QLD
My go-to store for PC parts and electronics
Great prices, great service - worth the wait in store. So many people can't be wrong.
The sales team are always keen to help, and show extreme patience with those who have lots of questions.
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D MMSouth East Queensland, QLD
Disgraceful service
Disgraceful service (or lack thereof).
I was looking to build a computer and avoid delivery delays due to Covid-19. I selected parts at Umart which were all 'in stock' for pickup at Milton. They said this should take 1-2 hours to process. I expected a bit of delay due to the coronavirus but my order was still unfulfilled 1 week later! What a farce. If I knew it would've taken this long, I would have gone to another provider. It comes across as dishonest.
I contacted support several times who were uninterested in resolving the issue. They just ...Read more
blamed the coronavirus. However, after cancelling, another provider was able to fulfil my order in 5 minutes so no excuse for the bad service from Umart. Please listen to your customers and treat them with respect.2 comments
Nick S.Umart Online
Hi DMM
We apologise for your experience with us. Unfortunately as stated on the website we are experiencing delays due to a large increase in demand from COVID. We have added as much staff as safely ... Read more
possible to accommodate the demand. We are working hard to process everyone's orders as fast as possible. We apologise for the inconvenience caused and appreciate your understanding around the matter.After cancelling, another provider was able to fulfil my order in 5 minutes so you can't blame COVID.
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Fast, friendly & efficient...service with a smile!!
My son's gaming computer had constant hard-drive fragmentation issues, so we returned it under warranty. It was investigated instore and then sent away and replaced within 3 weeks, no-fuss, no-stress. AWESOME SERVICE!!
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Great in-store service
The team are always happy to have a chat and lead you in the right direction, and if there are any issues with a product refunds are easy and Understanding.
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AmandaQueensland
Great experience with Umart, will shop again
Such a great shopping experience with Umart. I rarely spend money on tech unless I have to, and here I am days after purchasing wondering what else I might like to buy from Umart! I had to purchase a whole new computer setup. It was so great to be able to get all the individual things I needed from Umart to put something together myself. I really appreciated the huge range, at best or even better prices than other online stores. A great streamlined experience purchasing online and picking up in store at Milton. I even got an incredibly prompt r...Read more
esponse about exchanging an item for something else after my order went through, and they arranged it hassle free with very quick communication. I would 100% shop again without looking elsewhere to compare - worth every penny.Similar opinion? Write a review on ieatwords.com.au!
Angus T.South East Queensland, QLD
very poor management
I ordered a keyboard and after a week of no contact i went into store and they said they didnt have it in stock even tho the site said they did. so i canceled the order and got it from another business. umart will no longer get my business.
1 comment
Nick S.Umart Online
Hi Angus
I apologise for your experience with us. This is certainly not what we expect of Umart team members. Would it be possible for me to grab your order number off you so we can investigate this ... Read more
for you asap to ensure it doesn't happen to you or anyone else again.Similar opinion? Write a review on ieatwords.com.au!
flood prone frauSouth East Queensland, QLD
- 4 reviews
easy peasy - even for an old boomer!
We went to the shop and got assistance to go to the website. We purchased on the website. We went into the shop and the order was there. Easy! The shop was handling the social distancing rules well too. Looks a bit dingy inside however.
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silent.death3500South East Queensland, QLD
Hands down THE best pc/tech shop in Australia
Umart.com is by far the best pc shop in the whole of Australia, including online shops. The thing that makes Umart the best of the best is the fact that their prices are always lower than every other tech shops. They also have a physical aspect in their shopping experience which makes communication between the buyer and the seller the absolute solid. Umart employees offer honest advice which is genuinely valuable. The products always arrive in absolute factory new conditions which fully satisfy the buyer and lets them know they got their money ...Read more
worth. The shops have a really tech-forward environment. When someone is building a pc for the first time or they are buying a mouse or keyboard or any pc equipment, the Umart shop would have it on display to let the buyer get a feel for the product before sale. I recommend Umart to everyone as frequently as I can.Similar opinion? Write a review on ieatwords.com.au!
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dont use itSouth East Queensland, QLD
- QLD, Milton
- Verified customer
Effective even in overload
The store was packed with folks trying to get gear to work from home. I had a few problems with my order and connectivity which was resolved by Josh, he just didn't give up. Really appreciated the friendly help even when the guys were swamped. Thankyou.
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Ross S.South East Queensland, QLD
Excellent, honest, reliable service
I placed an order for some extra equipment that I need to work from home during the COVID-19 outbreak. Finding the products I was after and placing the order online was a simple, painless process. Due to a heavy influx of orders that Umart was experiencing at the time, it took a little longer for my order to be processed but it was still done in very reasonable time. When I arrived to collect my order, there was plenty of parking and I was greeted at the door by a very helpful chap who tapped my order numbers into an iPad and then directed me t...Read more
o the waiting area. Xs were clearly marked on the floor to assist people with social distancing. My waiting time was less than 5 minutes. The monitor I collected was the last of that model in stock. I am guessing that it may have been used for in-store display because the sales clerk said that they has noticed some damage on the AC cable, but they had it replaced. I appreciated that he was up-front about this. The cable in the resealed box works perfectly fine and I am very happy with my new monitor. Having an extended desktop makes my work easier and more efficient. Umarts prices are very reasonable too.Similar opinion? Write a review on ieatwords.com.au!
PaulHSouth East Queensland, QLD
Sorting out issues reasonably and fairly with no aggravation
I had a problem, I explained the problem, no argument and we reached an agreement - this is what business should be like achieving a fair and reasonable outcome without aggravation.
A suggestion: during the current health climate it might be safer for everyone to stage collections / pickup by nominating a time for collection.
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PalmygSouth East Queensland, QLD
Quick and easy
Super busy as everyone was trying to get sorted before lock down but it was simple and easy to get in, stand on the dots and pick up my stuff.
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These Guys Know What they are Talking About
We've been using Umart Milton for our business computers/parts for many years now, their staff are courteous and always will to help, be that through the website, phone or in store, they are always our first point for PC parts and networking gear.
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Nick S.Umart Online
Hi Simon
We apologise for your experience with us. However, we believe this is an inaccurate version of events. We offered a refund on 14 April. However, you specifically, request a replacement over ... Read more
a refund and was happy to wait for one. We were more than happy to fulfill your request and you received and upgrade GPU from this as well. Your warranty currently is available for a refund if you choose this remedy as it is a major fault. Please just send us an email informing us of your decision.