Builders Warehouse
reviews and complaints

I ordered a window blind on 19/10/2019 for the price of R2510.00. I gave the CORRECT sizes, 955 mm x 1530 mm to the lady who helped me. Not knowing she swopped the sizes around, she only asked/showed me to sign, without me having time to read through .
I received my blinds on 24/10/2019 and noticed the blind was made wrong. I went to the shop on 26/10/2019 and explain the situation. Unfortunately the lady who helped me could not get hold of her manager.
ONLY on 29/10/2019, after I took the blind back to the shop, the manager, Mr. Malcolm Julies, phoned me to say they can't take it back. (He offered a 25 percentage discount on a new blind to be made up.)
My money down the drain. Very disappointed.

I ordered bricks in the month of September today is the 1st of November and these bricks have still not been delivered. The builders I ordered from is in Newcastle KwaZulu Natal it have has the worst customer service ive ever seen.

I get angry, everytime we visit. The staff have to be called by a customer for assistance. Most of the staff are not to friendly. On many occasion the prices for items on shelves are not reflected at the till point. Never ask for items to be ordered as, there is always a issue of delay and forgotten to order or the incorrect part given. 30 october 2019 was here today, to confirm why a staff member has not made contact with me as promised 4 weeks ago. Asked him, had no answer or apologies. I requested if builders express have obtained a part for a sink we requsted more than a month ago, he just said the supplier never showed up. Most pathetic company I have ever dealt with

Complaint for Order Number: C3673962 and C3679163.

On Sat 12th Oct 2019, I went into the builders warehouse store in Rivonia, made an order for a number of curtain rods and blinds that I needed for a project I had planned for today 19th Oct 2019 @ 10H00.

The order was for the sum of R4750.00 and one of the assistants on the floor was so eager to get the order completed and done, that he failed to add my mobile number to the invoice and rather remembered and elected to do so via pen on my invoice.

I found this strange, but was assured that the number would be added after I had paid for the items and that the builders delivery section would be informed and made of aware of my number and details, I even went as far as going to the delivery department and confirming that my order would be delivered (on Monday 14th Oct 2019) and that all my details were there, well before today and this was confirmed by the gentleman who helped put together the invoice and also his colleague in the delivery department.

This did not occur however, as after taking a day off work (on Monday 14th Oct 2019) and calling in a number of times to the help-desk [protected]) in order reach the Rivonia branch to insure my order was on the way, I was verbally assured multiple times that contact with the store had been made and that my delivery was on the way, and told I would be contacted once the delivery was on the way and also once more once it had arrived, this did not happen and I was told by a man named Bailey, that the delivery arrived at my gate and that the delivery guys on duty did not have my number and were unable to get a hold of me.

I was then informed that the delivery could not be made and it was rescheduled for Saturday @ 08H00, I was verbally assured by the same gentleman named Bailey, that he had requested his colleague named Lucky to place my order once more into the delivery schedule for Saturday (the new order being C3679163) and he also made it clear that the order would arrive at my home by 08H00 as the company opens @ 07H00 and deliveries are sent out shortly after that.

This was not done and when I call in to inquire I am constantly put on hold (when I call 0860284533) and shortly after given vague verbal assurances that my order is coming thorough and was simply told in no short order that Bailey had lied to me regarding the initial 08H00 delivery and also to add salt to the wound he also gave me a fake number (+27) 011 003 4600 to call into the store directly and inquire.

I am still awaiting my order and am more disappointed then angry, as it appears that the store is more concerned with having customers order and pay, and have a severely unprofessional delivery department and invoice assistance who actively lie and mislead customers, as the matter has been handled exceptionally poorly and all whom I contact for support now are severely unconcerned with how this matter has been handled and content with having customers deliveries mishandled and unresolved.

Today I went to the above mentioned branch to purchase some tiles. I went to the tile department with my sample and found no one there, so I rang the button for service, but of course there was none! After waiting nearly ten minutes, went to the reception at the front of the store, and was studiously ignored by five of your staff members, who were very engrossed chatting with one another in their own language. When I did get ones attention, she could barely be bothered to call someone to assist me. I went back to the tile department and waited yet again, until at last after a further ten minutes a person covered in cement dust appeared, and when I enquired as to whether he could help, he said yes, and that he had been outside loading cement? He did assist me, but then expected me to go to the other end of the shop to fetch the tiles and glue! I am 70 years old and have final stage emphysema and certainly do not need this sort of crappy service. You advertise your new improved store? What exactly have you improved? You still have the same staff, with their pisspoor attitude and complete lack of concern as to the customers needs. This is not the first run in I've had with this branch. A month ago they messed me around for two days with a delivery because they apparently had "service " problems with the vehicle supposed to deliver my goods.
With this sort of service you have now seen the last of me and my family's business.
Mark Backler
[protected]

Dear Sirs

I purchased this drain cleaner to unblock an outside drain. As I poured it into the drain the stuff literally exploded!

It sprayed out about a meter all round. There is nothing on the product to indicate such volatility!

I have attached photos of the injuries I sustained in spite of having protective gloves. Just look at the damage to the gloves.

I suggest that this be checked out before someone gets seriously injured by this product. It is EXTREMELY DANGEROUS!

Regards

Des Rabe

Poor product knowledge on Belgotex Vinyl flooring by your employee Andries has left me with a loss of R6000. I bought R13000 worth of Belgotex vinyl and after laying about 6sq I realized the glue do not dry as prescribed on the manufacturers guideline. I also found that I require an special roller to roll the sheets into the glue and this tool is not available at any of the builders I called and visited. On Sunday the 29th September I returned 7 box`s of the vinyl as I cant continue with installing as I do not have the correct tool. Then Floyd met me at returns and arranged for your installer Megan to meet me at my home. Yesterday Megan came to my house and he gave me even more shocking news on how the Vinyl tiles should be installed. This just show how poorly your sales person was trained on the product as he never said the sheets cant be layed on tiles and that the glue will take a long time to dry. Also no mention was made about the roller and where I will be able to hire such! The loss of R6000 should be for Builders account and not mine!

I ordered goods on 22 September. gum poles. Concrete. Cement. Sand etc from Gleneagles branch. The Glen. On Monday. After much negotiations we settled on delivery for Friday afternoon.

I rushed home to await delivery which never happened. Called the branch at 4:30pm. Got cut off twice. Eventually told they would try for later that day. Then told no it would be Saturday morning.

It is now after 10. Had to send the builder home ad delivery has not happened. I am 3.5km away from them. REALLY UNACCEPTABLE.

On Wednesday 25 September 2019 at about 3h00 I went to Builders to purchase 3
40 Kg bags of pool filter sand. I took a trolley, that I checked to see if it was rolling, en and went to the pool department where I asked the salesman to assist me. He then called 3 other men to help load. I had to show them that one bag was leaking so I wanted a different one. The trolley then did not want to roll . Another worker then came and showed me that I had to pull the trolley. Not one of them was prepared to help push, they just looked on. On my way to the till I the passed many groups standing chatting, no one offering assistance . By this time I was getting very annoyed. When I asked about seeing the manager she did not even answer. At the till I complained but the lady was not interested she just mentioned that I was lucky to be a pensioner I then had to to pull this heavy trolley to my car where I had to ask a car guard to assist me to load these heavy bags into my boot.

I am an able 70 year old pensioner who purchases on a Wednesday in order to save money not needing to ask a car guard to assist me who I then feel obliged to give some money.

I am tired of the salesmen not being able to assist and just showing me in a direction while they are socialising or chatting on their phones . Is that what they get payed a salary for? I did not ask to see the manager as that would take at least a half hour of my time wasted. There were also only 2 tills operating as it seems that the workers like to see a line waiting to be served.

I would like to see some general good manners and courtesy and people "working" as you could operate with far less staff standing around.

Sjaan Pucjlowski

I bought a washing machine on the 19 August on line and the machine i bought was discontinued and they only told me on the day it was supposed to be delivered on the 4 September, i have been phone them all the time for another machine they found another machine for me so they told me to pay in another R1700 so i payed, its now the 16 September and still no machine

Good day, on the 6th of September 2019 I bought a Kwikot Superline 150L geyser at Builders Warehouse for R3150. The sales assistant, a guy called JP recommended I buy it as it comes with a 10yr warranty.

I could get the exact same geyser at another place One Stop Plumbing for R2799, with a 5yr warranty.

After installation I went back to builders only to find out it actually also only had a 5yr warranty.

So I spent R350 more at builders on a geyser which I could have gotten elsewhere, due to the false warranty information from one of its staff members.

I spoke to a manager, Mr Ronnie Lemon on Monday the 9th of September, who seems to be ignoring my complaint.

I logged a complaint a out the fired earth paint at the beginning of the yr. Was informed it was rejected as paint was fine. Paint kept washing off I logged another complaint in June. I was asked to drop off my remainder of the my paint for testing. Again I was told the same thing. On both occasions I did not receive a copy of the report. Eventually i get the report and they rejected it because they did not have samples of the paint. Now I get an email stating that they will give me 5lts to paint over. It took me about 35lts to paint my entire house. I have since bought a superior brand that will honor its guarantee. Where is the integrity of the staff, pathetic service levels. I will never purchase another item from builder's.. There are many other stores out there

I bought a gas heater last year and only used it this year winter.it realease a terrible gas smell, it shocks(like electricity) and controls don't work.
I went to the branch and requested help they tested the heater took pictures and promised they will get back to me.
They never did, and I went to the shop again. .they again promised to come back to me, still they didn't

Please help me with this problem

Thank you in advance.

Kopano Moagi
[protected]@yahoo.co.uk
[protected]

I checked stock of Mastercraft Aviation 250mm Left Cut Tin Snips 596720 via the builders website only to find no stock on my arrival.

What's the purpose of having this ability but it doesn;t work!

Extremely frustrating when you need an item and have to drive around waisting time to find it.

Veery dissapointed as the Sales manager Nikki Smit could do nothing to help other thatn say sorry.

Good day
I had the opportunity to complete the survey yesterday and I rated Builders high on all aspects, only to have the worse experience yesterday.
I needed to buy a torch for my daughter's school project. Assistant knew where it is located and took us there immediately.
After looking at the options, my wife suggested to take the one with batteries. At the till the price was quite different from the one on the shelf. After discussion with the cashier, customer rep and manager we agreed the price on the shelf or the product is misplaced. The manager gave me a discount.
Now, getting home the torch is not working.
Rushed back to Builders as it is 10 min to closing time. Returned the torch without any issue, selected a different brand and take some batteries. Guess what, at the till the batteries is priced different from the price on the shelf.
I think all items in this area is priced incorrectly. Surely there must be a quality check be on the packers, ensuring accuracy on packing vs pricing. It is not about filling the shelves with what is available, but also indicating the correct price with the product.
NO customer has the time to read the product label and the price name on the shelf to first check if the correct price is indicating.

Must say, will think twice before I go to Builders again.

I need to replace my 10 year old Trimtech petrol lawnmover as it has died. I was quite happy with trimtech and was looking to get a new one. The new mowers look good and engines have been improved with better paper air filters which I am all in favor of. These filters however are very small and will soon clog up and would need replacing. Here is the problem, Builders dont carry new filters, the same problem exists at Makro. The small independent lawnmover shops dont carry Trimtech...Makro referred me to Builders for spares and Builders did not know where to get spares. It is my opinion that Builders should immediately withdraw the petrol lawnmover until such time they are capable of supporting the products properly.

Good day, we bought a Ryobi router a month and a half ago. It just stopped working; would not switch on. I desperately need the router for an order I have and I was supposed to deliver last week. Builders Somerset West would not exchange it as the rules say it has to go in to the repairs department. I understand rules but common sense goes a long way. If I did not need the router, I would not have bought it in the first place. Quick to take your money but when it comes to service there isnt any. I telephoned the Service Department in Montague gardens and after two weeks, have not even looked at it yet. Is this really what we have to expect from a large company such as Builders that can so easily send products that dont work back to the companies and it doesnt cost them anything. Why must I as the customer be inconvenienced for such a long time with no one taking it seriously or even concerned about helping? I need that router back before the weekend as I cannot keep on delaying my deliveries. Why cant you just exchange the router and get it done? This is the question I am asking - why on earth must I wait until it gets looked at a month down the line. That is certainly not customer service. Its under warranty and I did not break it; I have hardly had it.
I would appreciate it if you would get back to me asap.
Claire
[protected]