Builders Warehouse
reviews and complaints

I purchased products on the Wednesday 8/12/2021. With an agreement that it will be delivered before or on Friday 10/12/2021. Thus 2 day's... On Friday I phoned customer service twice and even they couldn't get thru to Secunda store to find out what's happening to my order...
Saturday 11/12/2021 I went to the Secunda store @ 10 to asked for a refund as they haven't even begin to proses my order for delivery, , from the customer service desk I were send to the dispatch desk to cancel my order, send to the customer service desk and they wanted me to buy something else as the refund were placed on my builders card.. when I asked for a direct EFT or cash I were send to the tills. From there I were send to the manager @ the customer service desk etc., etc. Thus for a 5 min purchase it took an HOUR before I got my refund eventually..
I promised myself event if I had to pay more for something from any other place than Builders Secunda I will never buy anything from them again.. I will discourage anyone living in Secunda to make use of Builder Secunda in any way or form...

Good day,

I purchased an oven online from Builders Warehouse Strubens Valley which is the nearest store to my home. The order was paid for with delivery. However, the reporting manager at Strubens Valley store reallocates my order to a store much further from my home and cancels delivery and installation. I have called, emailed letft several messages but I still do not have an answer as to where is the oven. Apparently, the order is marked as complete. The ''manager'' Strubens Valley admits he doesn't know the area and he thought the other store was nearer to my home. Perhaps Builders should train there managers to use google maps? Mr Naicker at the Strubens store really is in over his head. My order number is [protected]. All I want is confirmation that the oven will be delivered and installed. I am getting the run aroung. I personally went to the store he Thishan Naicker promised to call me back but he doesn't keep to his word. I am disappointed.

Cashier could not give me the most basic information about the returns policy or identify a member of staff who could do that. The best she could do was to hand me an old crumpled cash slip from a dustbin at her feet once I pointed out to her that the returns policy is probably printed on the back of the slips that she hands to customers all day.

Good day,

I paced an order for a fridge 18 November. I contact Thishan at Strubensvally on the same day the fridge was delivered 19 November to advise that it was damaged. He did offer a discount and I rejected and asked him to please arrange that it is collected. A week later and it has not been picked up or logged in on your system. I have sent numerous email to info @builders with no response back. Strubensvally had no stock, so I had to purchase the exact fridge again on line from Woodlands.

It will be appreciated if a credit can also be passed back into my business account KR Components SA -FNB-250-655-Acc#[protected].

Issue 1

I normally buy online and collect in Knysna. If you order it shows exactly how much stock is in branch and as soon as your payment go through it deducts your sale for next customer. 85% of the time builders Knysna don't have any stock and is always a hassle so I stop buying online.

Issue 2

On the 22/09/2021 bought a Trim/Tech Lawnmower 240w Combo set. Invoice nr c1399550. Model nr [protected] Serial nr tl210609m016t

On the 8/11/2021 I took it back on repair nr 97925. The part where the blade goes has broken into 2, when I got there, they sent me from one salesman to another eventually a lady helps me to book the lawnmower. For it was not her department, she didn't know quite how to fill in the repair slip. She was very friendly and did apologize. I accepted it and I help her where I could. Together we manage to get the slip filled in and copy made of till slip. She said it will take 3 weeks, but they will contact me.

Where I live, I don't always have cell reception. I told the lady if they don't get hold of me, they must just leave a message.

19 days has passed no missed call no call no message. I phone them on the 26/11/2021 it took quite a while to finally reach Knysna branch. Nobody in that department knew about the l/mower or where it is they will get back to me. I requested that they WhatsApp me back again no missed call no message no WhatsApp, after I called them 3 times to follow up for no response has come from them. They still could not give me info they will get back to me.

On the 27/11/2021 I called again and every time you call it a mission to eventually get to the branch, no direct line there. When the same guy who help me over the phone admit he had spoken to me there were no apologies from Builders side for their bad service and promises that they don't keep. He just said parts is not under guarantee. I must pay R380 I said OK ill pay if I collect it. He says no it got nothing to do with Builders Listen to this: I must phone the supplier and sort it out.
Where are their customer service? If I knew that from day 1 I would Apon return cut out Builders and dealt directly with their supplier. rite there and then I lost it.
The guy promised me Again he will get them to email me a quote then I must make payment, sent them pop. I ask him how long before I get it back from the supplier for I'm at a lodge. I need to mow lawn before my guest arrive. He said he will find out and email me this was at 10:56 am this morning its now 00:28am the next morning still no call no missed call no WhatsApp no email now I must call them again later go through the call centre explain the after a long wait explain again to guy who I am and what I want. Really? Most of the time I walk in there the service is bad, but there after service is worst and the sad thing for them is that the SKS is just a few blocks away and they have most of the stuff Builders sells. This is unacceptable customer service from Builders Knysna.

Terrible experience shopping online with Builders Warehouse. I ordered several items last week Thursday at New Market - straight-away the site advised that the 1 item I wanted (urgently) was not in stock so I immediately changed stores to Glen-Eagles. After placing and paying for the order, you are duped into filling out a service survey which I did quite happily. Well the store manager called me the next day to tell me that they did not have stock of the main item I had changed stores for - a stable back door. I asked why the online shop had advised that they had 8 in store. He says that they do not update the online page and the ones he has are damaged. He promised to source one for me and get back to me. Well I'm still waiting days later and several calls to the customer care department have not proved to be of any help. This morning the lady tells me that they are battling to get through to the store themselves! With the storms of late, I am left to patch up my existing door to prevent flooding and I suppose my order will be further delayed by the BLACK FRIDAY SALES:):)- I am highly annoyed and disappointed by the lack of after sales service and wish that I could go back and change my rating... not to mention the amount of airtime spent trying to get answers.

on the 21/11/2021 at about 10:00 I went to Builders Warehouse Amanzimtoti pool section and spoke to Mholi who informed me that the water testing machine was down and as been down for 4 days .I asked him where else I could have it tested he said Rossburgh. I drove all the way to Rossburgh only to be told the same thing.

I returned to Amanzimtoti and complained to Indira the admin manager that prior to me driving all the way there a simple phone call by your department would have saved me a unnecessary trip to Rossburgh in addition if a facility is not working all other branches in the facility should be informed immediately.

I am very disappointed with the service I received and my previous trip to that department dealing with Terrance ( He was very helpful ) cost me in the region of R1 160.00.

Yours Sincerely
Brian A Amm
[protected]

I bought a house 3 years ago on the Bluff Kwa Zulu Natal and spent tons of money at Builders Warehouse Rossburgh. On more than one occasion I have found your floor staff ill equipped with regards to product knowledge but also very unfriendly and cheeky. Today I went to buy a dremel kit which was R690.00 at Builders every where else ranges in the R400.00 zone, and I approached a guy that was sitting behind a counter to ask him where this product was kept. He gave me such a dirty look and said to me that I must go and find someone in that department. I told him I couldn't find anyone and only then did he get off his chair to find someone. This is not the first time that I have experienced this at this store. Anyway all round Builders are the losers because I will just take my money somewhere else. Shocking right!

booked an online gas installation on the 28 Oct 2021 specifically for the 02 Nov 2021 at 9h00 and paid over R3250 for the service. By 14h00 when they still did not arrived i phoned the call center and they said they would get someone from the store to phone me back. John from Zambezi Builders phoned me back and tried to assist me by contacting the necessary people to assist me. Eventually i phoned another nr 0101091555to try and get someone out to my place today 03 Nov 2021 as i have other contractors coming in on the 04 Oct 2021 to start the cupboards and wanted the stove installed before they arrive. Lebogang assisted me and said she would phone me back after 30 min. As it was the end of my shift 17h00 i started preparing to go home and she phoned back min later (i missed that 1 call from her) . I got to work this morning and saw i received a voice message from Lebogang requesting my physical address as she found someone to install the gas stove today the 03 Nov 2021. I phoned the Durban numbers she phoned from and hang on for sooo long that i ended up dropping the line. I then send an email just after 7h00 with my physical address. I heard nothing the whole day until i reached out to John again from Zambezi Builders. I am sitting at reception and missed 1 call again from the Durban number [protected]. John phoned Lebogang back again and requested them to phone me back because i missed their call and that was just after 15h00. I am still waiting on someone to call me back and explain what happened that the stove is still not installed or someone at least phone me back this morning for my physical address.

I send an email to [protected]@4-sure.net the email i wrote down after calling the Durban nr [protected] to provide them once again with my physical address. I also attached all the documents, receipts between builders and i.

This is not even very poor customer service. It is horrible service and i am currently very frustrated.

Order nr: [protected]

Document number B32-106-0058 - Kempton park
Bought a Quadrant shower 885x885 on 30/10/2021
When fitting the first side panel to the frame it exploded into a thousand pieces covering me and my wife with glass causing lacerations and ended up with blood all over the place.
I measured the other panel which is only 3mm thick? and the old one that i took out is 6mm?
I believe this is the problem, the glass panel is way to thin.
I believe this is a serious issue and would appreciate it if you can contact me to discussed how this is going to be resolved.
Thank you.
My cell number [protected]

Builders warehouse has become increasingly popular over recent times however their staff inturn have become sad, rude and clearly over worked. I experience customer avoidance, arrogance, lack of product knowledge along with an "i don't care attitude" at their three conveniently located branches near me. If not for the product reps instore there would be no service at all. After giving it some thought, im better off shopping at a different retailer.

Ordered 2 products online, the web page changed my one item to strubens vally. A plant of R25. As a result I ended up paging R450 delivery. The other item was suppose to come from builders kempton park. After 6 days I call to find out where is my delivery and I get told there's not stock, I then said when I placed the order there was 4 left now there's no stock. I then asked for my money back and lady said she would chat to her manager and call me back. I'm still waiting for the call!
Shocking service they obviously dont need the business to worry about good customer service. Very disappointed

I ordered an item (which was on promotion) online on 19 Sep. After a few days, Builder's let me know that there were no stock available at the time. Two weeks later, I went to the store (New Market), just to be informed that the item was not going to be manufactured any longer. However, before they could give me a refund, they had to cancel the order.

Two days later, I went in-store again for my refund (as the call centre instructed me to do). When I got there, the order hasn't been cancelled yet, so they asked me to wait while they cancel the order. I waited an hour. Nobody in the store knew how to cancel the order + installation fee. They said they would phone me as soon as they've found someone to help them figure out how to cancel the order.

I waited another 2 days, but heard nothing back from the store. On Friday (15 Oct) I phoned Buider's again. The lady at the call centre told me that she couldn't do anything on her side, because the store had to cancel the order on their side. After nearly an hour on the phone with her, I asked for the store's number and was informed that they were not allowed to give out the store's direct number! 😲

I then asked the lady to please help me sort this out, as I was still awaiting my refund. It's R15000, so it's not just a small amount. She promised to contact the store on Monday (18 Oct) and told me that it would be sorted out. It is Tuesday evening now, and I haven't heard back from anyone yet.

It's been a month now. Why should this problem be made my problem? I bought an item from Builder's and I would expect, for such a big company, that a simple refund wouldn't be such an issue. It is my money, and Builder's should refund it right away. Issues with the refund should be handled internally and not be made the customer's problem. I don't have the time to continuously go into the store, or to be on the phone for hours to sort out YOUR problem.

I phoned builders warehouse bedworthpark regarding a generator we wanted to buy. According to the internet they had 2 in stock. HO couldn't get through to branch said they will phone me. Didn't even take my name or number.
Went to store when we got there they couldn't find the 2 generators. But they are advertising the product on floor and on the website. That's really pathetic. How can 2 generators just disappear. The lady assisted us wasn't really in the mood for work. Because after I said I want the generator we waited in store for an hour for them to find it. She came back said there is no stock. When I wanted the ons on show she said that was a faulty generator returned by a customer. I will never shop there again.

I ordered and paid for an item that was not included in the delivery. I immediately contacted Builders Warehouse and have received numerous phone calls first to say that the item would be delivered and then to say that I would be refunded. I have now received an email almost 2 months later to say I would not be refunded as the order was complete.

Good day.
We bought a shower door from builders warehouse Heidelberg Cape Town in March 2021. We had the shower door installed and while the guys who build in the shower took the first panel to fit it, it shattered into pieces. We then went back to the store to complain about this and the Manger just said he will get back to us and he never did. We did not request our money back but simply requested a cut of the panel and for the sit panels to be of better quality because the two side panels are really thin in width. We recieved no feedback. We have been since loking for a private company to source us with a panel to fit the shower. With no luck we decide to buy perspects to replace the broken panel. After two attempts the guys tlcame back to fitbghe shower doors and could not fit the shower. They mentioned that there is something wrong with the aluminum fitting g of teh shower we bought. We know this is many months after buying the shower glass door but after much struggle we do belief that the product is faulty. We request guys from builders to come and assist us with trying to fit this shower door. And if that does not work, we request a full refund or a replacement of this item.

My for further feedback. My email address is candice.[protected]@gmail.com

I purchased a shelve 3 weeks ago, on installing it I discovered that a part is missing. The very same day of collection I notified the sales person, viz. Genius. He promised that he attend to my situation the next day since it was on Sunday. He did not call until I made a call. I have not heard from him to date. I'm stuck with a defective shelve

Vredenburg -Phone keeps on ringing even if you phone them on there cell phones
No response on email
Very bad the last month not getting quote form them

I have been trying to get hold of the debtors department since 02 Sep 2021.

I sent an emails everyday from Friday 02 September up until today 10 September 2021 requesting a copy of an invoice for the debtors department with no response.

I also called on Monday 06 Sep, Tue07 Sep, Wed 08 Sep, Thurs 09 & Fri 10 Sep and every time I get the same old answer that the accounts clerk and the supervisors are not available or there is no answer at the department.

When I even asked to speak to he head of the debtors department, they were also not available.

I'm really a frustrated. It's a simple request. Please assist me with this simple request.

Thank you
Riekie Scheepers
[protected]
ACC Nr: 331779

I purchased a built in cupboard and a cover strip from Builders Warehouse in Pinetown KZN. This was done online and the delivery date showed the 6th September 2021. I also got a call from a lady at Builders stating that my item will be delivered on Monday. I live alone and work so I had to arrange for somebody to stay at my house during the day to let them in and all they delivered was the coverstrip. I have already arranged with a carpenter to come to my house on Wednesday to install the cupboard. It is now 16.25 and my item has not been delivered. I cannot take time off work neither can I get somebody to stay at my house to receive the goods. I am actually disgusted at the service of Pinetown Builders and I wish to cancel this order