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My complaint is against builders warehouse and la holdings.
I purchased cupboards online and backing boards separately from builders online for delivery which including a workmanship cost which I paid an extra R3000 for.
To my suprise after a couple days I was called by someone at builders informing that my order had been mistakenly cancelled and without my consent my the money was distributed between my credit card and my builders online profile. Furious I exchanged a few words with builders informing them they have no right without my consent and also notifying them of how incompetent they were. After a few days I decided to repurchase upon their request.
Take note this delayed my delivery date and also inconvenienced me and also,I hated the fact that they use my person details and refunded me without my knowledge when I did not give them permission to do so.
Finally builder decided to deliver my cupboards together with the workmanship being done by la holdings.
The disaster did not end there. The installation was an even bigger mess up.
The guys arrived at 2pm and left at half 9pm. Unfortunately I was not there and my mum had to sign the document. Signing the document meant that they had arrived there and did the job.
The backing boards were not cut to size.
The wardrobe are flimsy..it was such a big safety hazard..there were whole and scratches and dents. Alister at la holdings blamed builders and their materials. The cupboards were not even aligned.my cousin did notify them that the job was very poor ,they advised that builders were responsible for the material being so poor and according to them was not in their control.at half 9 the guy wanted to rush to have a drink as he informed my mum..my mum signed the document believing his words.
The very next day she sent me pictures and to my surprise it was even worse than expected.i complained to builders immediately..for two weeks I have been getting calls from Ethan.salvation and store manager Ricky at builders in Durban north who gave me such poor responses.. salvation at builders actually said that my damages were self made and accused me of doing that to my furniture.disgusted with her feedback I put their remarks on hello Peter and consumer boards
Today I got feedback from Ethan at builders advising me on the below:
“Without Prejudice”
Hi Lee-Ann,
I hope this email finds you well.
Builders a Division of Massmart Pty Ltd will not be accepting liability for the built-in cupboards that were damaged, therefore no refund for installation or the cupboards will be issued.
Below I share my reasons:
Once the installation was completed the document was signed confirming that you were satisfied with the job
We offered to do the remedial and the store agreed on providing the required boards to have the cupboard rectified however, you declined
Based on the above mentioned reasons we will consider the matter closed.
I cannot believe this feedback..they did not even give me a call..the closed the matter without my consent and have treated me badly from start to finish
Claimed loss: R15000
Desired outcome: Refund
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Reference from builders [#TPNC] [#TTKS]
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This is my review on hello Peter.
My complaint is against La holdings and builder warehouse.
The person that assisted my mum was Alister at la holdings.
The store I was dealing with is builders in Durban north.
The installation person was salvation,manager Ricky.
After writing this email and review...they came back to say that the photos I have are not correct...and the photos they have was correct now also making me look like a liar...between la holdings and builders they both blamed each other...but now came back to say that I the consumer provided false photos...my mum was there and no photos were taken..my cousin told them at hand this was a terrible job.see photos and email below
Review of Builders Warehouse
#38
Ranked In Construction & Manufacturing
0 NPS
Recommended: Unlikely
i
LN
leeann N
1 review | Active since Oct 2023
12 Jun 2025 at 13:24
Appalling service with builders
I had the worse service possible from an online purchase...after writing the below email to their complaints still they have not assisted..I'm speaking to different people all blaming different departments or installations or installations blaming builders..
How are they suppose to help us if they can't even work properly with each. See the below feedback I wrote to builder description of my appalling service:
Good day builders team..
I'm writing to express my deep dissatisfaction and disappointment with the builders customer service.
From onset ,it has been a huge challenge with my purchase,from getting the delivery to the end process of installation.
I made an online purchase on the 26th of May..on the 2nd of June the builders team mistakenly cancelled my order. And refunded me half to my credit card and half to my online profile..without my consent ..that's the first infringement.
Nevertheless I continued with the purchase and had to wait for the money to get refunded and then redid the purchase...I also purchased backing boards which got delivered before the cupboards got delivered...I also paid for the installation thinking that it's better to get professionals to have them fitted together.
As a long time user..my husband uses builder all the time I decided to go ahead with and repurchase the cupboards once the refund was made despite terrible services of going back and fourth...
So the order final arrives on the 6th of June..at 2 clock ...together with the workmanship that was purchased via builders...I as a consumer is expecting professionalism,but to my surprise,the installations was complete and poor installation. Firstly the backboards was not cut to size...so the installation was not done correctly...there are huge gaps between the doors..there are numerous scratches and dents..the doors don't even close...it took the guy 7 hours to do a ****TY job..and we were also told that the cupboards cannot be mounted.please see photos attached and tell me if you pay R15000 for that ****
This what I expect from the builders Team ,a complete refund into my credit card and not my BUILDERS PROFILE because I will not be using builder again and the refund must include my delivery fee and also installation fee.. Which was complete ******* by the way..
I am left with no choice but to voice my concerns and take a stand against intrusive advertising because the installation was not to my standards at all and also take a stand towards intrusive advertising policy. I strongly believer that both the user and customer service should be the forefront of any retails and digital service.
I want to make it clear that if this issue is not addressed promptly and effectively ,I am willing to take drastic measures as I know my rights as a consumer and not afraid to use platforms like hello Peter and consumer boards.
I will not settle for this pathetic service provided by you and to a certain degree false advertising. You also need my permission to do a refund.
