Product reviews

How reviews are collected, moderated and displayed

This page explains where product reviews come from, how they are checked before publication and what customers may see on a product page. It also explains why a review may not be published and how to contact us about a review.

Quick answer

• Customers can submit a review after an online or in-store purchase. Bunnings team members can submit reviews through a separate process, and their reviews are clearly labelled.
• Reviews are checked before publication against content and relevance guidelines. A genuine review is not rejected simply because it is positive or negative.
• Product pages may show customer reviews, labelled team member reviews, syndicated reviews from another website and clearly disclosed incentivised reviews.

How are product reviews collected?

Reviews from customers

Customers can submit product reviews in two ways:

1. After an online purchase, customers are invited to review products from their order. The customer provides a rating out of five. Customers may also choose to leave a written review, upload photos, or provide further information.

2. After an in-store purchase, customers can find the product on the Bunnings website and select a star rating under “Ratings & Reviews” to start the review process.

If the review is approved, the customer is notified when it is published.

Reviews from Bunnings team members

Team members can share hands-on experience with products they know and use through a dedicated review process. Team member reviews are clearly identified so customers can understand the reviewer’s connection to Bunnings.

How are reviews moderated?

All customer and team member reviews are checked before they are displayed. Moderation is used to confirm that a review is relevant to the product and meets the review guidelines. It is not used to remove a genuine review because it is unfavourable.

Before publication:

• The reviewer must verify their email address
• The review is checked for relevance and appropriate content
• The review is published if it meets the guidelines
• The reviewer is notified if the review cannot be published.

Bunnings may respond to a published review with information, a suggestion or a possible resolution. A reviewer may submit another review where it adds new and useful product information.

Why might a review not be published?

A review may not be published if it:

• Contains profanity, offensive material or other inappropriate content
• Includes a person’s name, contact details or other identifying information
• Focuses on a customer service interaction rather than the product
• Is off topic, lacks useful product information or is not relevant to the product
• Contains competitor or price commentary that is not relevant to the customer’s experience of the product
• Appears false, misleading or not based on genuine product experience.

These criteria apply regardless of whether the review is positive or negative. If the review does not meet the guidelines customers will be emailed and invited to edit their review or leave another review.

What reviews and ratings will customers see?

A product page may show an overall star rating, the number of reviews that rating is based on, and published written reviews. Depending on the product, customers may also see the following review types.

• Customer review: Submitted by a customer through the Bunnings website review process.
• Team member review: Submitted through the Bunnings team member review process and clearly labelled.
• Syndicated review: Originally submitted on another retailer or brand website and shared with Bunnings through a review syndication program. The review is identified with the source retailer or brand.
• Incentivised review: Submitted as part of a promotion where the reviewer may have received an incentive, such as entry into a prize draw, a gift, discount or product sample. The review includes a disclosure such as “This was collected as part of a promotion.”

What is a ratings-only review?

A ratings-only review contains a star rating without a written comment. Written reviews have a minimum character requirement to help ensure that the information is useful to other customers.

How does Bunnings support transparent and reliable reviews?

Bunnings aims to present reviews in a way that helps customers understand their source and context. Our approach is to:

• Publish genuine positive and negative reviews that meet the review guidelines
• Clearly label reviews from team members
• Identify syndicated reviews and where they were originally collected
• Disclose when a review was collected as part of a promotion or incentive
• Consider concerns that a published review may be false or misleading before deciding whether correction or removal is appropriate.

Questions or concerns about a review

If you have a question about a product review you submitted or saw on the Bunnings website, or believe a moderation decision was incorrect, email ProductReviews_AU@bunnings.com.au.

For feedback about a store, service or range rather than a product, provide feedback through the Bunnings Contact Us page or contact your local store.