Dan Murphy's review: Earville QLD staffed lied. Further lies from Dan Murphy's today.

Subject: Formal Complaint Regarding Order and Refund – Urgent Resolution Required

Dear Dan Murphy’s Customer Service,

I am writing to formally lodge a complaint regarding a recent online purchase made via your app. I placed an order in good faith, completed the payment, and was assured via the app that the item was in stock at your Earlville, QLD location.

Following this, I was contacted by a staff member from the Earlville store who advised that the stock was inaccessible (three pallets deep), and therefore, the store could not fulfill the order. I was offered a refund — only if I physically visited the store, which I find wholly unreasonable given the circumstances.

I requested an automatic refund, which the store agreed to, with the unacceptable condition that the refund could take up to 10 days. Later, I contacted customer support again and was told by another representative that there was now no stock at all — contradicting the previous statement and implying that I had been dishonest about the product’s availability. This is deeply concerning and offensive.

Our conversation was abruptly ended without a resolution. To my surprise, I received an email afterward stating that my refund had been processed. However, as of now, there are no funds in my account, and no confirmation from my bank.

This situation has been mismanaged on several levels:

Inaccurate stock information

Poor communication from staff

False accusations

Inconvenient and delayed refund processing

No accountability or follow-up from your team

I request immediate confirmation of the refund transaction, including the reference number and the bank details it was issued to. If the funds have not been released, I expect this to be expedited immediately.

Please consider this a formal complaint. I request that this matter be escalated to a manager or head office, and I expect a response within 48 hours.

Given the nature of this incident, I will also be escalating the matter to Carlton, as I no longer feel confident in continuing to support or purchase from the brand.

Sincerely,
Peter Fennell
As per may app
[protected]
[protected]@live.com. au