Steeline - Gympie supplier and Bundaberg head office.

Relocating to another state, I had a landscape gardener order fencing materials on my behalf.
An order was placed over the phone, requesting 35 metres of colourbond fencing and posts.
Sales person explained it comes in kits with the sheets at set lengths. The gardener placing the order asked the staff person to work out how many kits were required for 35 metres.
The staff person then created an invoice for 35 kits.


The gardener calling to place the order, had not ordered colourbond before, so did not question the cost given over the phone, although he thought it was high. He trusted the salesperson knew what they were doing.
I called Steeline as requested to pay for the order over the phone, (whilst travelling interstate) and the sales person said to me, ‘the person who rang the order through, needed to email back to say they accept the order’.
I explained to her, that he was out on site and did not have access to the invoice, as he only had his phone with him. I was told, ‘that’s okay, I just need him to accept the order’.
So I called him and asked him to do that.

At no point when making the payment, was it explained to me, that ‘accepting the order’ also meant there was a no returns policy on any items invoiced. Nor did they confirm what was on the order with me, to offer me a chance to pick up on any error. I knew it was 35 mts in total required.
What was delivered, was 35 x 2375mm panels and posts, equating to over 83 metres!!! 48 metres more than was required!!!

Neither the person placing the order, or myself, have ordered colourbond before and trusted that the business would know that when asking for 35 metres, it would not require 35 panels @ 2375mm lengths.
A simple calculation on the part of the person taking the order, could have avoided this huge error.
In following up with the company on the first working day after the error had been realised by the gardener who rang the order through, and a future follow up call from myself, twice, was eventually returned by the sales manager four days later. He told me he had already spoken to my gardener and he was told there is nothing they will do about it. The order was accepted and it turns out, its just my bad luck.

No accountability on behalf of the company, or the person who keyed the order making an error in it converting required metres to the correct amount of ‘kits’.

No interest at all in accepting any responsibility for the incorrect keying of the order and quite a rude attitude from the sales manager indeed!
I assured him as I have been in business for many years and have always bent over backwards to take care of my customers, I would expect something of the same from such a big company. But no, he couldn’t care less.
He told me he trains all the staff himself and he is sure the salesperson explained it well enough.
Though when I said nothing had been said to me, to make me aware of their no returns policy, he had no answer about that.
I explained to the sales manager, that I would be compelled to write a review online, telling others how little he cared for his customers and that didn’t worry him at all. I guess sometimes you can get so big as a business, you stop caring!

I’d suggest those looking for colourbond products or the like, offer their business to a more supportive and user friendly supplier. I’m sure there are other companies, perhaps not as big as Steeline, that would really appreciate the business and take the time and care with their customers as needed.
I love writing positive reviews for business and do, but when I have been so badly burnt by a big company as this, I feel it is only fair to warn others through our experience and recommend they purchase elsewhere.

I’m $2500+ out of pocket, with 48 metres of fencing and posts that I cannot use!!! Beautiful product in a lovely charcoal colour. I just have nowhere to use it!

Approximate cost: $4400