Your questions answered about the great Masters shutdown

masters

WOOLWORTHS say Masters will cease trading at all stores on or before 11 December 2016.

Woolworths will honour all customer gift cards, product warranties, returns, lay-bys and contracted home improvement projects and will work constructively with all suppliers.

More details on the corporate manoevres are online.

They have also released an FAQ for customers:

    1. I’ve just bought a kitchen – what happens now? Be assured that there is no risk to your project or to your warranty. The contract you have with Masters Installation will be honoured in full and your project will be seen through to completion. In addition, your product and installation warranties will be taken over and honoured by the Woolworths Group. Please contact your local store team for any further questions.

    2. I have just ordered a kitchen [or any other installation], and given the news, I think I want to cancel. Can I do that? Any installation that has been ordered will be completed as agreed at time of purchase. There is no risk to you. However, if you still decide that you don’t want to go ahead and the work hasn’t started yet, you will be able to cancel it and get refund. Please contact your local store team for any further questions.

    3. What happens with my install? Be assured that there is no risk to your project or to your warranty. The contract you have with Masters Installation will be honoured in full and your project will be seen through to completion. In addition, your product and installation warranties will be taken over and honoured by the Woolworths Group. Please contact your local store team for any further questions.

    4. Can I still return a product to Masters stores? What will happen after Masters store close? All returns, refunds, recalls and warranties will be handled in the normal manner by your local Masters store right up until closing date. Once Masters has closed, a new service backed by Woolworths will be unveiled to deal with any after sale issues you may have. Please contact your local store team for any further questions.

    5. What’s happened to my extended warranty I purchased? All extended warranties purchased at Masters will be honoured. There is no change to the existing extended warranties claim process, even post store closure. All details of the current claim process can be found on https://www.masters.com.au/diy-projects-ideas/support-help/protection-plans.

    6. What happens to my special order? You can be assured that the Special Order(s) you have placed with Masters is not affected by this news and will be fulfilled without any complications. In addition, your product warranties will be taken over and honoured by the Woolworths Group. Please contact your local store team for any further questions.

    7. Will my online order be fulfilled? We are fulfilling all online orders placed as best as possible. Do you have any queries with your specific order? Note that online ordering has now stopped so all future purchases will need to be made in store.

    8. Future product recalls? All returns, refunds, recalls and warranties will be handled in the normal manner by your local Masters store right up until closing date. Once Masters has closed, a new service backed by Woolworths will be unveiled to deal with any after sale issues our customers may have. All product recall process details can be found on https://www.masters.com.au/diy-projects-ideas/support-help/product-recalls.

    9. What about my infinity cable? All returns, refunds, recalls and warranties will be handled in the normal manner by your local Masters store right up until closing date. Once Masters has closed, a new service backed by Woolworths will be unveiled to deal with any after sale issues our customers may have. Infinity cable recall process details can be found on https://www.masters.com.au/diy-projects-ideas/support-help/infinity-and-olsent-cables-recall. Please contact your local store team for any further questions

    10. Spare parts, in the future, for something I’ve bought? All returns, refunds, recalls and warranties will be handled in the normal manner by your local Masters store right up until closing date. Once Masters has closed, a new service backed by Woolworths will be unveiled to deal with any after sale issues our customers may have. Please contact your local store team for any further questions.

    11. Where do I go in the future for returns? All returns, refunds, recalls and warranties will be handled in the normal manner by your local Masters store right up until closing date. Once Masters has closed, a new service backed by Woolworths will be unveiled to deal with any after sale issues our customers may have. Please contact your local store team for any further questions.

    12. Can I still buy product from the Masters website? The website will remain active. However from announcement date you will not be able to make purchases online.

    13. Do I still have to make my Interest Free Payments? Yes.

    14. I have a gift card. When do I have to use it by and will they be honoured? Masters gift cards can be redeemed for any purchase in Masters stores while stores are still open as well as other applicable Woolworths group stores pre and beyond Masters store closure. (i.e Woolworths Supermarkets, Big W, Dan Murphys, BWS, Cellarmasters, Woolworths Caltex stations, Thomas Dux).

    15. Will my local store close and when? At this stage, we are anticipating that all Masters stores will close in early December [subject to later confirmation].

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