Builders Warehouse
reviews and complaints

Battery charger 6/12 V.

I have bought a battery charger from your Karen Store in Nairobi about 4 weeks ago. The item was sold in a closed box and when I opened it I realised it the plug was a South African plug. There was no warning on the packaging about it and no adapter was provided.

After opening the package, I had to change the plug by attaching a Kenya suitable plug head (had no adapter).

I have used the device successfully for about two weeks and then it stopped working.

Having returned it to your store here, they took it back and told me that they would respond, which they did yesterday.

I was informed that since I have tampered with the device by changing its plug, it would not be replaced or refunded. I should have bought an adapter;

Q1 - Why do you sell a product in Kenya that is not suitable to Kenya?
Q2 - Why do you not put a warning about this fact on your packaging?
Q3 - Why do you not provide an adapter inside the packaging?

Very unhappy overall, not just with the after sales service but also with the overall stance of the company.

Good day
As can be seen from the attachments the Heavy Duty Velcro is advertised for R66.00 each and when I went to purchase the item on the 05/08/2021 I was charged R105.00.
I did confront the sales person at the Walmer store and I was told that the advert is a typing error.
I made a complaint with Builders Warehouse and Zavia contacted me telling me that they say the price is from R66.00. The advert does not state that. He then told me I must take it up with the Walker Drive branch manager. Why I ask because I did not purchase it there.
All I expect is loyalty and a refund the overcharged amount even in a form of a voucher. This is so very frustrating from such a big store.

Regards
Martyn Lunn
[protected]@webmail.co.za

I had a painting project at my house and I bought all my paintings material at builders warehouse. On the 31st December 2020 I bought an outside door at builders warehouse Sunninghil, this costed me plus/minus R3500 excluding installation price from the painter. The shape of my wall is arch, that means I had to cut and reshape the door to fit the shape of the wall.

I noticed around June 2021 that the door in the center has cracks. Due to my busy schedule I was only able to visit the store on the 06th August 2021 to submit my compliant. I met a gentleman by the name of Ndiyaphi Ramazhamba and explained to him the problem. He asked me to send him the pictures of the door and the receipt. I emailed him all those as per his request. After 2 weeks I got the feedback saying that supplier will not attend to my problem because the has been cut. I was shocked to hear this, how was I expected to install the door without cutting to fit in the size of the wall. It's been hardly 6 months after the door was installed and already cracked, can you imagine what is going to happen to that door during raining season in a month time.

Can someone please address this as a matter of urgency.
Regards,
[protected]

We want to buy the above mentioned garden shed, BUT want to see an example of it at one of your stores. Or at least more info about it. No product description on the website/online portal. The video is also not working...

We went to Builders Gezina to ask them to open a box for us to see how thick the plastic material is, but they refused.
We emailed customer service about this, but no answer!
We phoned customer service about this, they promised to ask Gezina store to help us (they have 7 in stock!), only to get an answer back that the shed is made from plastic! Really?

How does Builders warehouse expect a client to buy a product with no description, no video working about it, no life example in your huge stores, no: nothing! Very dissapointed in your service and reluctance to help.

Visiting Builders Warehouse Centurion store (Paint section) on the morning of the 03 August 2021 I was in the need of help with no person around to assist.

Eventually found 4 helpers / sales people gathering around talking. After asking for assistance I was sort of told where to look for the paint I required. If your staff is half as efficient as your Covid ads you might make a killing in sales.
I cant rate your service because there was no service.

On the 24th July, I made an online purchase, which indicated there was sufficient stock. I was charged for my order and was given a date of delivery. Shortly after I received a call to say that there was no Stock and the online store is often proving this problem of stock showing but not in store. My order was cancelled and I was told my refund would take 24hrs, I was patient and waited 3 working days as that was what the builders refund policy stated... its been a week and I am still not Refunded? Quite annoyed by their lack of professionalism and customer care ! Definitely not worth the time or effort of purchasing and supporting them.

On 26/07/2021 @ 15:20 I went to Builders Warehouse Kempton Park to purchase an Intercom system between our flat and our main house. When entering I was not sure which Isle. The staff member (all men) referred me to Isle 37 - this was the wrong Isle. I then went back to the same guy, he said go back to Isle there is a desk and ask them. I get there and there is nobody. I go back to the same guy and tell him there is nobody, he says try Isle 36, there is somebody in the Isle that can help. I was then referred to Isle 33... no luck. I go back to Isle 36, these guys refer me back to the guy whom I had just spoken to. Eventually I find someone and he says go back to Isle 37. After searching thru the sealed boxes I find one which could maybe help me at home. I go back to the first guy and ask him to unlock the padlock as the stock was all locked. He says no he cannot, I must go back to look for someone who would unlock the lock for me so that I can purchase the item.

I look for a Manager, the guy says "he is somewhere in the building".

HELL NO... WOULD YOU THEN PURCHASE AN ITEM AT BUILDERS AFTER SUCH TERRIBLE SERVICE.

Builders... pull up your stocks, I would have purchased the item, there was one for R575 or the other one for R2300. I just needed to see which one would be better to speak to my grandkids at home (from the flat to main house). I walked out so disappointed... what the... is wrong with you South Africans. So many people out there begging for jobs.

Not the first bad experience we have had at this specific Builders.

Your service stinks

Builders

On Tuesday my builder realised that my metrial was about to finish and asked me to top it up. I made the worst decision of my life and went to builders warehouse at Newmarket albarton. If u want to experience a service from hell go to those people, I'm telling u, u will thank me later
Back to my story, after placing my order when the day of the delivery came, I was waken by their once off "miss call" at around 11 during the day they arrived with a damaged cement, their driver told me they will have to take it back to the warehouse so that they can replace it. That day went on the following day I waited until 1pm, then gave them a call of which no one picked up. At around 3 I decided to call their call center with and explained my situation the lady promised call me back. Then at around 5 I decided to drive to the store, when I got there one of the guys from ( online shopping) called on of the managers to mediate the situation, the she just told him that she won't make decisions from the dispatch department, there I was standing like a fool not knowing what to do due to the lack of costumer centricity

Today it is Tuesday (2021/07/06) and I still have not received any form of communication from them.

I have never seen such customer service in my life.

On Sunday 13th I paid for goods whilst paying Builders Warehouse Northriding susten went down and I was asked to redo the transaction, I was charged twice and I queried it and the manager in charge helped me reverse the unauthorized transaction which was a success, then on Tuesday 15th morning I woke up the another debit of my account same amount by Builders Warehouse Northriding again, I went in store to query then I was asked to email my bank statement to the manager in charge Xolile Sibiya which I did same day I have never received any feedback or courtesy correspondence from in regards to my query. I would appreciate some action from Builders Warehouse Northriding in this regards as this was an illegal transaction start with.

Regards.
Nthabiseng Masia
[protected]
Masia.[protected]@gmail.com

I have had non stop issues with your Company. Last Saturday I went onto your website looking for 48kg Gas cylinder. I found one at your Cresta Branch. Upon phoning your call centre they argued with me. The lady phoned back and said there was one perished, which they cannot sell. WHY WAS THIS ON YOU WEBSIT?

Yesterday 16 June 2021 I was told that Builders Strubens Valley had 4 20Lt Gas Geyser Flu/Cowel, Cresta one and Randburg one. I TOOK TIME OFF as I am an essential worker and spent one and a half hours at your Strubens Valley branch AGAIN wasting my time!

Could you please sort your website out as I have now told the people who recommend Builders that you are incompetent.

Good morning. My name's Thaby ([protected]) & I had placed an order for 9kg Afrox gas & cylinder ([protected]) and had to cancel it because, I got a place I can buy it for lesser than what I got on Builders Warehouse. I purchased online via the Centurion branch using my debit card. When I cancelled, I was told I won't be able to get my money back unless I go to the store. Why wasn't that specified in the terms & conditions? I can't go to Centurion; that's why I ordered online on the first place.

I cannot get to Centurion and I need my refund so that I can buy the cylinder elsewhere. I cannot incurthe cost to travel to Centurion from where I am. A plan must be made. Your terms and conditions didn't say anything about a person being unable to get their refund if they used a debit card. The terms and conditions in section
29.2. say "refunds will only be processed in accordance with the REFUND AND RETURNS POLICY, and in the payment method that was used when the order was created, and into the account it was paid from e.g. credit card, EFT or credit the Trade Account or Deposit Account, so may I please get my refund the same way I I paid. This was stipulated in your terms and conditions, I didn't make the rules; you did.

And I do not want a Builders Warehouse wallet, so keeping the money on the account isn't what I want either.

I read my terms and conditions and I want my refund.

Regards.

I have sent in a cutting list yesterday, for a oven cupboard. I was assisted by Mr Allister Opperman, which informs me that the person in the cutting room says that the boards will only be ready on Monday. It is a relatively small cupboard and i must wait 3 days for it. I have sent an online email, no response. I sent this morning an email to the Cape gate manager, Mr Stanley Potts. No response. Can you please assist.

Russel
[protected]

Good day,

Please see mail send to [protected]@builders.co.za complaint ref no: [protected]
dated 08/06/2021 about my wood order at Secunda Branch

No reply to date, i contact the Secunda Branch and ask to speak to the wood department, i hang on but no answer.

On Monday i ask that the manger must contact me, nothing to date

Kind regards

A.A.Pienaar

Cell: [protected]

Please note my complaint is marked as resolved it is not resolved.
If so kindly advise me how it has been resolved as I have no information of any kind from anyone and my orders status on my profile account with builders remains the same as in expired.

My complaint has not been resolved you have it marked as resolved it is not resolved. Please resolve this matter for me many thanks greatly apprecaited.

Place my order on the 12 and I was promised delivery on the 15. Been calling Builders since the 15 till now and everyday im taken from pillar to post and it seems like builders Kwa thema knows nothing about my order.

According to google, the Thohoyandou branch opens at 07:00 on Sunday mornings. I arrived here at 07:05 and I'm still parked outside a closed gate at 07:47. And I am not alone, I found one customer parked in front of the gate.

I woke up very early to be here at 07:00, it is a inconvenience to sit here for an hour doing nothing. Please correct the information.

Good Day

I bought a wardrobe including installation on the 06th of March 2021 at the centurion branch Lenchen Avenue.
The wardrobe was installed on the 13th Saturday but the installation was not completed because the installers broke the front bottom piece and they advised that they will come back to replace it.

I have been trying to get help since then but the Lenchen Avenue branch keep promising to get back to me since then.

At first they told me that they want to claim the money from the installers before they can bring a replacement and still to date nothing has been done.

I need this resolved urgently,

I have also copied my communications with the branch below and attached pictures,

Regards,

##################

Good Day

Since it is not easy for you guys to give me a complete product, can we now look at a refund?

Regards

L.
13:10 (18 minutes ago)
to info, N., Q, E, M

Good Day

Please give feedback?

Regards

On Tue, 20 Apr 2021 at 11:10, L. wrote:
Good Day

Since it is not easy for you guys to give me a complete product, can we now look at a refund?

Regards

On Fri, 9 Apr 2021 at 15:19, L. wrote:
Thank You

On Fri, 9 Apr 2021 at 15:15, N. wrote:
Hi,

Thank you so much for taking my call.

Once again I apologize for the delay and inconvenience caused.

As mentioned over the call, I will be assisting you going forward, I first need to find out if we can be able to get the board on its own, once we get the board we will allocate a service provider to come through and do a reinstallation for you. I will keep you updated with the progress.

Regards,
N.
Team Leader Support

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Fri, Apr 9, 2021 at 3:04 PM Q. wrote:
Good Day

I have escalated this matter to the management. I do understand that it is long overdue and we would like to apologize for that

@N. Please assist.

Kind Regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Fri, Apr 9, 2021 at 3:01 PM L. wrote:
Unfortunately that is not good enough because I bought the wardrobe from the builders warehouse not those guys/installers.
What happens if they are unable to pay back?

I will have to begin the escalation process since you guys don't see any urgency in this matter.

On Fri, 9 Apr 2021 at 14:47, Q. wrote:
Good Day

Apologies for a delayed response.

Please note that we are still waiting for the service provider that damaged the BIC to pay back so we will be able to send another installer to assist us.

Please note that we are working on the matter.

Kind Regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Fri, Apr 9, 2021 at 2:41 PM L. wrote:
Good Day

Please provide feedback

Regards

On Wed, 31 Mar 2021 at 11:28, L. wrote:
Thank you, I'll wait for your updates.

On Wed, 31 Mar 2021 at 11:13, Q. wrote:
Good Day

Thank you for responding.

Please note that we have sent the service provider that had damaged the cupboard the pictures and requested them to pay for the damaged cupboard and we will get another service provider to come and assist.

Kind Regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Wed, Mar 31, 2021 at 10:58 AM L. wrote:
Hi

It is the bottom front piece, please see attached pictures.

Regards

On Wed, 31 Mar 2021 at 08:53, Q. wrote:
Good Day

Thank you for responding.

As per our telephonic conversation yesterday. We are still investigating the matter and will soon be resolved.

Can you please provide us with the piece of the top cupboard that was broken.

Kind Regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Tue, Mar 30, 2021 at 1:01 PM L. wrote:
Hi

I am still waiting for the guys to complete the installation.
The guys who did an incomplete job promised to call me back to make arrangements and that has never happened.

I am really disappointed and will have to start a process of escalation now.

Regards

On Tue, 30 Mar 2021 at 12:56, Q. wrote:
Good Day

Thank you for your email

Please advise which update are you requesting for?

kind regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Tue, Mar 30, 2021 at 11:37 AM L. wrote:
Guys

Please provide update

On Tue, 23 Mar 2021 at 11:48, L. wrote:
No problem, thank you for the update.

On Tue, 23 Mar 2021, 11:46 AM Q., wrote:
Good Day

Thank you for your email.

We would like to apologize for all the inconvenience caused.

We have been incontact with the service provider and they have advised that they will contact you to arrange an appointment either for tomorrow or the 25th of March for the installation to be completed.

Kind Regards
Q.
Support Consultant

4-sure-logo
Website www.4-Sure.net

Address 2nd Floor, Quadrum 4
Quadrum Office Park
50 Constantia Boulevard
Constantia Kloof
Johannesburg 1709

On Mon, Mar 22, 2021 at 4:32 PM sangarasoso wrote:
Good Day

Installation is not complete.
Please attend urgently

Name: L.
Contact:

Regards

I bought, from the Retreat Builders warehouse, a safe.
I was told it would be deliverd the following Monday( two days)
It never arrived.
I phoned delivery daily but it never was delivered.
I have made 39 calls to the store and customer service. I have been asked to send my banking details. No Payment.
I have asked to speak to management but they are always too busy and haVE NEVER ANSWERED MNY MESSAGES.
No sorry or explanation as to why the safe wasn't deliverd.
Now they say I have to go into the store in Retreat for the refund.
A 45 minute journey by car. I can't drive so that's two uber journeys there and back.
Also how dare they ask anyone, let alone someone in their mid seventies to go in during this time of covid.
My safe with delivery cost is R6097
my invoice number is C7281365
Retreat store, builders warehouse. retreat. Corner of main Road and bark street, Cape Town
telephone [protected]
Paid by credit card 12th Feb 2021
Penny Hooper

Our company Upgrade Property Holdings opened an account with Builders in Nelspruit in early 2018. Since then, we have spent between Builders, Buco and Timbercity over R150 000 each month. Since the start of the COVID-19 pandemic we had to cut back on expenses and decided to work exclusively with Builders, spending a minimum of R50 000 each month. Our experience with Builders since making this move has been quite challenging with non-delivery of goods which has already been invoiced out weeks before, bad service from sales people with delivering unpack aged material and refusing to take it back etc, etc. It has been a very challenging experience working with the staff at Builders in Nelspruit and having to constantly beg for the allocated discounts which we now believe does not exist any longer. The end for us was when a delivery took place and the Builders' driver damaged our main entrance gate and completely denied it, even though we have witnesses. Jaco who is in charge of the delivery trucks refuses to pay for the damages caused to our gate of which an invoice was sent and nothing is forthcoming. It is an absolute disgrace how this matter is being handled, and I will attach the statement from one of our tenants who acknowledge that it was the driver of the Builders truck. I myself saw the staff of Builders when leaving my premises get out of his truck to inspect the gate on his way out to see what damages was caused. We will of course open up a police case for damages to private property against Builders. This is the experience we have with only the first project we did which was renovating and redesigning 21 houses on our private residential property called Elyon Panorama Village. Our second project which is about to take off is to build a 20 000 sq meter factory in Komatiepoort and the third project which has also been approved by the Mpumalanga municipality is to develop a megacity next to the brand-new International's fruit and veg market being constructed. We own 100 hectares of land next to the market and the government wants to build the city for residential purposes on our land which will be developed by Upgrade Property Holdings whom not only owns the land but also have the complete design and layout that has been approved. Unfortunately all our future projects will not see another Builders and all our future business will be given to Buco and Timbercity going forward. We are deeply upset with how Builders is managing our affairs and cannot stress the amount of frustrations we had to endure to get things done. I would like to commend Grobbie Grobbelaar and Elvis Khosi for their amazing help, but unfortunately their good work does not justify any future business for Builders from us. We would however appreciate that our damages to our property be resolved as the company who repaired the gate is even more upset that they are not getting paid due to Builders refusal to accept responsibility.

Statement from our tenant who saw what happened.

On the 4th of February at 13:29 I stopped the truck in front of the gate and requested for someone to open the gate, just before the gate opened a builders warehouse truck stopped behind me. When the gate opened I drove straight in and to my house. The truck I drive is an automatic and therefor has no issue pulling away.
When I looked in the rearview mirror the gate was already closing and the builders truck was still not through the gate.

I spent about 15 minutes at home with the team from bulldog and then left. On the way out I noticed the gate was halfway open and bent.

Leon Ryan Peters
Satellite Manager

PERI Formwork Scaffolding Engineering (Pty) Ltd
11 Waterfall Ave
Riverside Park,
Mbombela 1200
South Africa
Telephone +[protected]
Telefax + [protected]
Mobile +[protected]
Internal Ext. 8083

I went to builders warehouse in Klerksdorp on the 1st March 2021 to buy plumbing materials.

I approached a certain gentleman for help and directed me to plumbing site where I asked the gentleman that I was referred to assist me. He indicated that he is not knowledgeable of plumbing materials and that he will send somebody to.assist me.

I stood there for more than half an hour, staff going up and down passing me there without even asking me if I was helped or needed help.
Then I decided to look for the manager who also didn't even bother to ask me what the problem was. He was there sitting in his office with 2 white gentlemen. The other white gentleman, the employee coming from the managers office asked me why am I looking for the manager.

I told him that I need the manager to help me with some one who can assist me since I had been left there for a long time without assistance. He said I must understand that people are allocated to different departments and he also left without assisting me.
I then gave up and leave, went to Builtit where i got excellent service with caring employees who are also friendly and welcomed me with a smile.
I was so disappointed to think i travelled 2hours from Mahikeng and left the store not been assisted.
Hope you understand my frustrations especially that the manager also seem not to care about the customers.
Kind regards
Bareng
[protected]