Builders Warehouse
reviews and complaints

I bought a ceiling fan from builders warehouse and when we were almost finished with the installation, we found that one of the glass light covers was broken.

I contacted Builders warehouse customer care on 23 January 2023. An agent said she would get back to me. I have sent several follow up requests and phoned to lodge a complaint where I was told that the matter would be taken up with a supervisor.

Still no feedback.

It's a month now and counting.

I am busy renovating my house and have spent thousands of Rands at Builders Warehouse and now not getting service.

This ceiling fan was bought as brand new at R1 400 and now it is installed with a missing lamp.

On dec 7 I purchased 3 ceiling fans from online builders warehouse bloemfontein store. The online store reflected that 3 units were available, however, later the store called me to inform me they only had one in stock, and would I like to proceed with the order? I said no, I would prefer a refund. They offered me the following options: refund to my profile or to my card. With the catch being that it takes 14 working days to process refund to card. I advised I will prefer refund to my card and am willing to wait the 14 days. Now, 14 working business days later, the refund to my card is yet to be processed. I have called builders warehouse and they want me to go into store or wait another 14 days since they messed up my refund and, I assume, never processed it as requested. I will not wait another 14 days, this is not my error, but builder's warehouse bloemfontein's error and I would like to know what they are going to do to correct it.

I am still awaiting my 10% birthday discount on my R4990 purchase of a Keter storage unit from your Hermanus store. On my birthday, 4 December 2022, I received your congratulatory message offering me a 10% discount on my next purchase, provided I ordered on-line. I ordered on-line and used the discount code you gave me, but was still charged the full R4990.

I complained and requested a refund of R499.00. My complaint was logged inder reference number [protected]. All I got was a phone call from a call centre, offering me a 10% discount voucher on my next purchase. This was clearly not acceptable to me, and your representative undertook to speak to management and get back to me. I have heard nothing further.

This is an unacceptable situation. Please advise urgently when and how I may expect my discount of R499.00, failing which I will have to take this further with the consumer protection authorities.

Accident took place on 27/11/2022

12:36 at builders in customers bathroom.

The restroom floor was flooded with water and NO warning board nor builders employee or cleaning crew were around.

I feel that this is not the first time, but surely the worst as I fell down and hurt my back and the employees did not really want to help.

They leave me walking with soaked wet clothes... so embarrassing...

I am thinking of taking legal steps towards Builders so contact me ASAP on [protected]

I purchased a new wheel from Builders warehouse last week fitted it myself. Today my gardener returns the wheelbarrow and tells me the wheel is finished. Exactly the same problem as the previous wheel that I bought from builders warehouse. I now sit with two brand new builder warehouse wheelbarrow wheels and no wheelbarrow. You should re-think selling cheap [censored] it does nothing for your brand name.

Black Friday Deals - VALID from 21 - 27 November 2022

Front Page: 4th advertisement (from the left) top row.

SteadyStep Multi-step ladder.

I went to two stores, the first (Builders Express in Robindale) and was told that this special is only available in the Builders Warehouse stores. That is understandable, so I was directed to their branch in North Riding. Very helpful gent took me to the ladder isle and this item was not there. We then went to the contractor’s desk, the help desk and then to be informed, “we do NOT SELL this product anymore.” I asked if they could make sure that this is the case, which I was again informed, that Builders do not sell this specific product anymore.

I am also going to log a complaint with the advertising board in South Africa regarding this, as this is very clearly false advertising.

Swim swap was done without my knowledge and they did online purchases at Game and Makro using my Information which I believe info was taken from the system of Builders (card number and ID number) Card and ID are always on me. Since this Account was opened I have never done online Purchases I go straight to the shop and lately I was only buying less than R1000 at the later stage settle, account was up to date with R0.00 balance. Reported this at Builders on 14/10/2022, asked to change the contact details which was not done. fraud case was opened with [protected]@rcsgroup, document requested was submitted and acknowledged I did mention that network provider they said they don't do report for swim swap as it was self service but send email from network provider starting how the swim swap was done. But one document missing was not mentioned. I was told the investigation takes 21 days. Today I called to find out about the result of the investigation as 21 days has past only to find out that nothing was done because they want report from network provider where swim swap was done and I was told that they contacted me on the same number that I reported to be changed which they didn't change that is the cause of fraud, they couldn't get hold of me because i'm not using the number, they didn't use alternative which is a email to contact me about the investigation. My Credit status is affected by this Account as the fraudsters used everything in the Account. I want this matter to be resolved.

Order number: [protected] - 8 November 2022

Faerie Glen Builders

Good day,

On equal date (10th November) I went to collect my online order, which was ready for collection on the 9th already. When I placed my order, there was still stock in the store left. Yet when I got there today about @13:07, the lady told me it's out of stock. How on earth do you place an order, but then when you go to collect it, its out of stock?

She was not very helpful in how we can solve this, she only said that there is stock coming, but she can't tell me when. Is this supposed to be the type of service I'm supposed to except as a customer?

I made plans to install it on Saturday, but as you can guess I can't do that now.

Hopefully this will be resolved soon!

This is completely unacceptable!

I bought tiles at a branch in gezina on clearance. I requested them to check online if any other store in Pta had the same tiles. They noted that the tiles were available at Zambezi store. We went to Zambezi store just before closing on Saturday 29th October 2022, and we were able to purchase the tiles at the discounted price, with permission from the store manager there that day. We got home and after measuring discovered that another tile we purchased, also on discount, matched perfectly and we also remembered that the Zambezi store also had of them. We went back to tge store on Sunday the 30th of October 2022, and found the tiles, asked the guy working at the department if we can get them also at the discounted price as we had done the day before. He agreed and said that those tiles weren't "sellers" and since we had done it the day before, he agreed to the discounted price. We paid for 12 packs, had the slip and upon exiting the shop, the manager of that day asked us to return the tiles as that special is not running in his store. I returned the tiles, got my refund, but I feel that we were unfairly treated with the transaction. I spoke to my Dad, he was in retail for many years, and he said that what that manager did is not allowed. I had already paid for the tiles and felt bullied into the decision to return them.

Absolute disgusted by the treatment received at Builders warehouse STRUBENSVALLEY. The manager Johan Nel point black refused to exchange damaged tabletops delivered on 03 October 2022.According to the consumer's act we should be able to exchange within 30 days Seems Johan Nel is still stuck in the apartheid era thinking he can refuse because we are black. VERY INFURIATING that after we spent R54000 at the store we now have to be subjected to A RACIST BULLY NAMED JOHAN NEL

Firstly builders have incorrect info when purchasing online installation with the expanda gates. Finally got that issue resolved purchased goods on the 29/09/2022 on 01/10/2022 received a call installation will take place on the 03/10/2022 at 10.30 taken off only to find out the installation staff member did not follow process and installation will be done on the 04/10/2022. Then the installer fitted the gates absolutely incorrectly. I had lodged a complaint the very same day. The gate has not been replaced with installation I'm pushed pillar to post. The managers are always in meetings I spoke to over 20 consultants. Biggest mistake this company customer service and incompetentcy is putrid

We have been going to builders located in alex mall Alexandra 2090, to open a secondary card for my credit card as i would like my husband to use it as well when um not available. And they keep on telling us that its only one lady Lucy or Lebo um not sure about her name, that can help us. And she is forever unavailable, now the transport money we always use to go there, and knocking off early at work to try and find her really costs us. We are very not happy with their service. Today is the fourth time we are coming here and not find her. Kindly assist us please.

I have spent 2.5 million rand in the builders warehouse shops. In particular the one in Park Meadows. With my last visit this week September 26th I waited for 40 minutes to be served. When I asked the manager to help she announced for 2 staff members to come forward. They did not appear. She tried again and 30 minutes later the one man by the name of Isaac come strolling along. When I asked him why he took so long he told me it was not his job to work in any other department and I must go to hell. The manager then asked for his team leader to come and help me. His name was Simangaliso. He did not really want to hear the full story and then excused the bad behaviour of Isaac. What a total joke. I did not want anymore help as this is totally out of bounds for any concern or trading place to show towards anybody in the public. This is disgusting and certainly the behaviour of clowns and uncouth, untrained, uncivilized, brackish, unspeakable, distasteful, unholy behaviour. That is the end, I will never support you again. I hope Builders close down. You are a good example of the poor ANC government reflection that has crippled this country. You are demonic and deserve to starve

Dear Sir/Madam, today 20 September I went to builders warehouse helderberg, Somerset west, Cape Town. I gave the car guard R5. He confronted me that I am only giving him R5 and yesterday I gave him only R2. I was at builders on 19 September and came back the following day because we needed more stuff. As an elderly female, I feel scared of going back to a place where I am going to be threatened about the amounts I am giving. What would happen to me and the car the day I do not have anything to give to him. This is the closest builders to us and go there for all the family utilities.

Contact details: Cell [protected]

I went to Cape Gate Builders Warehouse on 13 September 2022 roundabout 14:30. I wanted to buy a gazania, with no price tag, from the 50% markdown table as well as a hydrangea flower mark @ R140 from the same table. Two of the hydrangea pots had a blue sticker to indicate the 50% markdown. One did not have a sticker so I could clearly see the price of R140. I called one of the assistance in the Garden department to ask for the price of the gazania. She went to call the supervisor. The supervisor told me that the gazania costs R55 and then the 50% discount.

I was then served at till 16. The till priced the plants R69 and R169 and then the 50% discount. I told the cashier that this is unacceptable, because I want the discount on R55 and R140. He called the supervisor of the Garden center again. She said that she can't give the discount on the R55 and R140 because it is old plants and the prices are changing all the time. I told her that the prices can't change from the tables in the garden to the cashier, because she can't chop and change prices as it suits her. Then she told me that if the prices are the problem then she is going to take away the discount. I was shocked by her attitude, because how can she take away the discount if it is marked on the markdown table. Is this how customers are treated. I told her that I am not taking the plants although it was markdown and going to lay a complaint. The cashier was witnessing my problem.

Today I went to builders warehouse in Alberton New Market branch to do one simple thing, refill my 3kg gas!

I usually refill my gas at Lambton Builders Express in Germiston. Today when I walked in at New Market, I asked the lady who was by the check out(security) area in which direction should I go to for gas refill. She then tells me that gas is not available. I asked her when will it be available, she told me she has no knowledge of that I must go and ask the manager.

I then proceeded inside to ask, to my surprise I was then directed for payment. No mention of gas being unavailable. Now here is where things got very complicated for me.

The lady who was supposed to refill my gas then come and tells me she cannot refill my gas. I ask her why is that, she tells me that there is a part (that comes off from the cooking top).The part is supposed to come off, in fact I am supposed to take it off, now because of that she cannot assist me. I then told her I have never seen my gas in that manner. I normally I take off my cooking top and go for a refill. I am never asked to take off parts of gas of which I know nothing of.

I asked her politely if she could assist me, she said she tried and failed. I asked her if she can ask any male colleagues to assist her because I cannot do that. She went and looked for security guards and came back and told me no one is available.

I then took my gas cylinder back to the warehouse and requested to see the manager. This is what was said:

I came here for a refill, I know nothing about gas and I normally just brings my gas and no one tells me to take parts out. Now I am being told that I am supposed to disassemble gas parts. Are you telling me that no one can assist me?

She went and came with a male worker and he only looked at my gas cylinder for few seconds and told me this " we cannot assist you because in our attempt we might break your things and you might complain"

I didn't even attempted to waste any of my energy regarding the hot weather as well. I just requested my money back but with a very disappointed and sore heart.

The question I asked myself driving back home was this:

The entire builders warehouse cannot assist me with unscrewing something of which they have knowledge of?

First thing is this, I know nothing about gas. Second thing , I bought my gas cylinder and cooking top at the very same builders that today is refusing to help me because all the sudden I am supposed to be a mechanical engineer and disassemble gas parts now. Third thing I have never been told such things before in my life of gas refills and the last thing, I wasted my petrol to listen to all of this?

The New Market staff is very incompetent, unprofessional and their service is the worst. I understand that this might be their policy and they are just following the process. If you put yourself in someone's shoes and be empathetic and show that you are going an extra mile for them. Even if you failed to assist them. At least they walk out with the sense of "builders really showed up for me".

Do not brush people off like they are nothing. For me to start my car and drive to Alberton is because I have a need and you supposed to show me you want to help me. Show up for your people that's all. Go extra mile for people, people end up complaining not because we enjoy complaining but because we feel violated of our consumer rights.

2 June I bought a geyser heater tried to return it the next day I was not satisfied with the poor heating... spoke to the manager and was sent to the supplier to check up with them instore the manager sad it is the process... It took weeks and now according to the store the 30 day return policy is passed

My lawyer was in contact with the supplier after I tried to resolve the issue

Upon returning the heater the stores return desk the ladies sad that the manager told them specifically not to take the heater in returns but since she was not in that day the alternating person sad to take it and that it is there responsibility to have contacted the supplier

Tried to get a afrox gas bottle by paying the deposit and for the gas, should be around R695 for this, get told I must buy a gas heater before I can get the gas bottle. If I buy a pack should I be forced to buy a hammer to go with the nails.

Builders express fourways sucks big time. And try lay a complaint at Builders customer service is like dealing with a government department.

I'd like to file a complaint regarding a product I bought in Your Malolos Branch , I was promised by both home credit and your staff that my product will immediately be replaced in case of failure. the staff tested it prior to me buying it but did not check if it was heating up. I went right back to your store right away to test and you agreed that it was a factory defect. Now the manager won't replace it and asking me to come back because you have to wait for Electrolux to acknowledge and approve?Im working in Manila and have to travel back to Bulacan just for the inconvenience you caused me.I never encounter issue with other appliance center who can't replace despite the availability of the product.