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1.0 196 Reviews

Builders Warehouse Complaints Summary

1 Resolved
195 Unresolved
Our verdict: If considering services from Builders Warehouse with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Builders Warehouse reviews & complaints 196

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K
9:56 am EDT

Builders Warehouse Unethical behaviour and poor/no service delivery

I have never in my entire life experienced such terrible service ever!

I purchased a 3 panel gas heater and gas bottle online directly from the builders warehouse's online purchase site (using the randburg robindale store as my point of collection). Please note the payment for the same was deducted immediately.

I thereafter, approx. 4 days later received a call from the robindale buliders warehouse advising that my heater is ready for collection.

I immediately drove 48km (96km round trip) to go and collect it only to be welcomed by the most rude staff members. After being ignored for the first 10 min while being in the store, I was taken to the manager (martin). I politely greeted him and once again was blatantly ignored. After my 4th hello, his response was "ja". Already irritated at this point I just ignored my anger and requested my heater and gas bottle.

The manager martin looks at me and say, "we are out of stock, they are all sold out". I explained to him that firstly I was called to say it's ready for collection and secondly the online website (who I logged onto in front of him) reflected that they had 48 in stock. Without any bother he checks his system which shows they have 32 in stock, however tells me "oh they must be an error, we dont have it. I could wait for stock or cancel my order and go get it from somewhere else".

Extremely angry I left the store and decided to wait for stock.

It is now more thank 6 weeks later, I have made approx. 20 calls to every department and including the call centre to try and get assistance but have been pushed around from pillar to post and received nothing but false promises and the excuse that they do not have stock but I can and should cancel my order if i'm not happy.

Eventually I took it upon myself to contact the builders warehouse in boksburg where I received extremely friendly and helpful service. They confirmed that they currently had 88 physical stock on hand.

I yet again contacted the robindale builders warehouse to notify them of this and request they deliver one to me immediately.

What do you know... Again promised that it will be reserved and delivered on sunday the latest. Sunday, monday and tuesday passed and as usual they failed to contact me or update me on anything. On wednesday, 15/07/20, I called them to find out what is the delay since there is stock and was told that "they are sorry but my order seems to be cancelled. If I still want it, I must re-place another online order".

I have never been this angry at customer service before. It is now more than 6 weeks later, in the middle of winter and I am expected to go shop around at other stores for a gas heater.

I will never in my life purchase anything from builders wearhouse again. Furthermore, I will never recommend their store to anyone.

If i'm ever asked on any social media platform to give a review on this store you can bet on your life that it will never be a good one.

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9:42 am EDT
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Builders Warehouse General prices on the shelves and poor service

On the 5-7-2020 my husband bought eureka screws 3.5x25mm I believe, the price on the shelve was r30, but at the tills it scanned more than that. The builders pride brand of screw had no shelve labels (the waterval mall builders in rustenburg). Trying to get attention from a staff member that we had to search as nobody was in the department, he ignored us or maybe didn't see us and proceed to help another customer. A 2 member came and assist us with a price on the builders brand, he asked the member about the labels and was not answered if you go to the flower department and the wood apartment you struggle also there to get prices

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S
12:36 pm EDT

Builders Warehouse Building material delivery

The worse customer service builders glen eagles:

I purchased building material on the 24th june 2020, and after having a lengthy conversation with the cashier: solomon selolo about how critical it is that I receive this material on friday 26th june due to the fact that the builders will be onsite to start my work. Once again builder glen eagles do what they do best when it comes to delivery and customer service, not even a single update call on when my delivery will be made, I had to personally use my own airtime to follow up on when I can expect delivery. A guy by the name of jabu who claims to be the "dispatch manager" made excuses of how the river sand delivery truck was delayed and that they will make sure that they deliver my material no later than 17h00pm. It is now 18h22pm I didn't even receive a call from them on what is happening with my delivery. Point 1: my delivery requirements where not met, after I paid, advice of when work will resume onsite, and emphasizes on the fact that no delivery will cost me with the builders I asked to be onsite. Point 2: if that is the caliber of managers in your dispatch department that you hire, then it is evident that builders glen eagles is running a circus of a business. The lack of professional business conduct, lack of delivery management and lack of service management is amongst the endless list of poor! A joke of service that builders glen eagles have to offer. I am utterly disappoint knowing what a well established business builders as a whole has, however what you will experience at glen eagles will always leave a bitter taste in ones mouth.
I will be publishing this disgusting service received from dispatch department particularly jabu and thabo. In closing, I don't have my material, no call or even a text to explain and regardless of the money I have spent this is what it has resulted to.

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K
4:34 am EDT
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Builders Warehouse Poor labelling of shelves with no prices f0r a lot of goods

1. The Builders Warehouse in Fourways is in a shocking state.
A lot of shelves do not have prices shown.
Some of the prices seem grossly inflated following the Covid 19 lockdown.

2. Builders Warehouse is clearly having staff problems because there are very few staff around to help.

3. My emails to Builders Warehouse, obtained form the internet, were returned!
What does Builders have to hide?

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L
7:42 am EDT

Builders Warehouse Stealing my money

I purchased an order online on 26 may 2020and was advised that the item would only arrive in stock on 9 june 2020. After having placed the order and paid, I receive absolutely no communication regarding my order. Not that it was confirmed or received. I had to email, online chat with agents and call after them all the time. I received an email from a lady named bronwyn after again, I had to chase after them informing me that the stock would arrive on said date. Closer to the date, I logged on to the online chat option and again was told that the item had been in store since 9 june 2020. I then go into the store on saturday, 12 june to collect the item to my dismay, the store hadn't picked up my order number at all. No surprise here as they were pathetic from the get go. I lady by the name of celeste bezuidenhout had also been replying to my emails and now is nowhere to be found in response to my emails. Infact, besides not being able to locate my order number, the store also confirmed that they hadn't had that product in, in months. So no order number and no stock. I feel as though my pet bird would have done a better job here with this mess! Suddenly no one responds on the online chat platform anymore. As though they are purposefully ignoring as they can very well see who they are talking about. I then call the customer care number on saturday and what do you know, another story. They have not received my payment which I made on 26 may 2020 clearly stating the order number. Anyone else seein how this story keeps changing? I feel as though I am deadline with a group of brain dead people. First there was "no" order number then "no stock" delivered to the store despite being told twice that stock had arrived to now "no payment". If you are going to try steal my money, at least have some kind of tact and be consistent with one story! I told the lady on the phone on saturday that I wanted my money back immediately. Here I am, still waiting. How long does it take to do your job properly. I want my money now!

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M
8:11 am EDT

Builders Warehouse Service

Good day
I have ordered products from Builders Zambezi in April. It was scheduled for delivery on the 9th of May. Nobody delivered my products. When I enquired about it, I was told the shelve I ordered was out of stock. After another email we decided to have my account credited and the shelve removed from the order. I have send numerous emails. I am still awaiting my products.
Marisha Tolsma

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Lauren Kock
, US
Jun 20, 2020 8:14 am EDT

Have you received anything back from these con artists? I would like to get together a few customers to file a legal report of theft. Seems there is a clear pattern here and on hellopeter. They did the same to me and not refunding me.

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J
7:57 pm EDT
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Builders Warehouse Building material delivery

Every time when they are supposed to deliver my goods I must go to the store and ask when are they prepared to deliver. When I get to the store I will be told stories as now they promised to deliver bricks Monday 15th June but they didn't do so

Why must I always nag builders for my delivery that is already paid up. Their service sucks and when you get to the store you become a fool in their eyes. I feel pity for the owners their staff is not reliable at all.

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Lauren Kock
, US
Jun 20, 2020 8:24 am EDT

Have you had any joy with your order? Let me know. I am very keen to get a few customers like you and myself together for legal action against these people. Seems to be a trend of theirs. Let’s make them the fools they are trying to make us.

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J
4:03 am EDT
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Builders Warehouse Poor customer service

Bought building material in March 2020 I understand it was towards lockdown stage 5 there was no movement at all I do understand and during stage 4 working with one third of staff I also understood. On the 31st of May 2020 went to builders to check if they do have cements that I bought yes cements was available and definitely promised delivery of cements on the 1st of June 2020 till today I'm still awaiting for delivery

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6:49 am EDT
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Builders Warehouse Refund on online purchase

I bought a product online and the following day I was called to be informed that the product was out of stock, the agent said I would receive a refund asap... Still up until today I haven't received any refund I have been calling, sending mails and no one seems to be helping. This is honestly the worse service ever! Never buy from builders using their online website! You will never receive your money back! Poor service honestly!

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Lauren Kock
, US
Jun 20, 2020 8:26 am EDT

Any luck with your order? Let me know. Keen to get a few customers like you and myself take action against these thieves.

ComplaintsBoard
H
3:44 am EDT

Builders Warehouse Account opened without authorization and refusal to refund

I placed on online order in April for collection in store 5 May 2020. For items marked as in stock.

On the 5th of May I went to collect my order and was advised that the order was not ready. I left the store and returned on the 7th May. I was advised by Sibusiso who works in dispatch that nobody knows where my order is. He will repack the order and send it by delivery.

On the 11th of May I received an oder but their where items missing.

I then called the call centre and spoke to Grant who contacted Sibusiso and told Sibusiso to call me back.

Sibusiso returned my call and advised that the items missing from the delivery were out of stock. He then offered a substitute item which I refused.

I then called the call centre and requested that the balance of the out of stock items be refunded to the card I purchased with.

Noeg assisted and said it won't be a problem and the refund would relatively quick and the money will be back in my account within a few days.

Two weeks later no refund into my account. Logged a complaint on hello Peter and received a call from Aakillah with whom I had a lengthy argument about needing to sign a refund form so that the money could be paid back to me from my builders account.

I dont have a builders account I have never had one and don't plan on taking out one. Builders decided without consultation to open an account on my name and credit the balance into the builders account rather than my personal account as instructed.

I refused to fill out forms for an account I did not request to open.

I was was advised that of I do not fill out the form and sign it the money will not be returned to me because its in an account and the account needs authorization to be closed.

I will not sign for an account I did not request. Builders are refusing to return my funds

Account opened
[protected]

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6:26 am EST
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Builders Warehouse Plumbing afdeling

Ek het Desember 'n toiletsitplek gekoop vanR320. Verlede week toe breek een van die "brackets". Ongelukkig het ek my strokie weg gegooi aangesien ek werklik nie gedink het die "brackets" net twee maande gaan hou nie! Ek toe na Builders George waar ek toe "brackets" koop, maar dit pas toe nie op toiletsitplek nie! Gaan toe terug en vra of hulle dalk v ons van die regtes kan kry? Dinsdag 18/2 Los ek my naam en telefoon nr. by Ronnie wat die "supplier" sal kontak om te hoor of hulle ons kan help met korrekte "brackets". Teen Donderdag kontak en Builders aangesien ek nog niks van Ronnie gehoor het nie. Kry Geen reaksie want niemand tel glo die telefoon op nie. Vandag, Sondag, 23/2 ry ek na Builders George. Ronnie nie daar en Senzo help my! Hy gaan roep die bestuur der, wat nooit sy gesig gewys het nie - slegs boodskap van bestuur der - Glo mnr Garnet om "brackets" van nuwe toiletsitplek wat op rak is af te haal en vir my te gee! Regtig? Haal af van nuwe sit plek? Waarom nie sommer die hele ding vervang en almal al die drama spaar nie?
Ek is regtig verskriklik teleurgestel in die manier waarop hulle my behandel het! So asof niemand lus is om my navraag te hanteer nie! Dis kommerwekkend, veral in vandag se ekonomiese klimaat! Hoop regtig u sal die saak verder neem! Baie dankie! Suezette Snyman

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10:29 am EST
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Builders Warehouse Pathetic service

Went to the Builders Express in Walker Drive PE today 5/2/2020 at 16H20 to pick up 3 xSuperwood Boards full sheets - that was cut to size by your store.

First non service - nobody on sales floor to assist.

Went to back area 3 staff sitting in office showing no interest just carrying on with chit chat - eventually after I walked into the office and asked for a staff member - Meneur, I was told he is in the upstairs canteen.

I walked back on the sales floor and a window upstairs opens and was asked from upstairs what do I want - no effort at coming down.

The staff member who I asked for help showed me where my boards was and assisted pushing the boards to the front of the store to be checked out by security.

No security was at the front door and they paged - eventually the security lady came.

I pulled on the front side of the trolley and the Builders Member pushes from the back. As we got to the outside your member said my car was to far - and the wind is blowing - so he turned around leaving me to load the boards on my vehicle. A shopper from Pick & Pay saw what was happening and assisted me loading the boards supawood - size 2.7mt x 1.2mtr (3) and all the long offcuts.

So please never mention great customer service as part of your company strengths. Without any doubt it was the most shocking shopping experience I've ever had.

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M
1:14 am EST

Builders Warehouse Pricing on material

I have been trying from December getting pricing on conduit bundles.

My emails just get deleted without being read.

This is customer service.

My husband went to BOKSBURG branch at one stage and had to stand around for 30 minutes just to get an answer (this is an online store)

Must we go elsewhere for pricing at it seems BUILDERS does not need any business

Please note only emails I am on the factory floor and not in office to answer calls.

M COETZEE
[protected]@nu-fiberform.co.za

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5:48 am EST
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Builders Warehouse Concrete bricks

Information desk told me that they do sell the bricks, but stated they have no stock, without checking the system. Upon existing we saw the stock in the yard. When I approached the information desk again I was ignored. I have just left the Newton Park branch, disgruntled and will now go to build it / bucco to purchase what I need. Last time you see me builders Newton Park!

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3:47 am EST
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Builders Warehouse Returns attendant, why is she working there? She is rude and unfriendly!!

I bought many items a week ago and collected at the building site, some brackets was supplied incorrect and only noticed a few days later, was at Builders Centurion this morning to swop to for the correct bracket but was rejected by this rude woman, not try to help or listen Nothing! I threw the brackets back to her in the trach, and that seems like how my relationship will be with builders with this useless unhelpfull and rude service. I am really unhappy because this was my weekly shopping spree spot messed up by one incompetant worker!

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8:38 am EST

Builders Warehouse Unfriendly and unhelpful cashier

Today is Saturday, 28 December 2019. This morning I visited Builders Warehouse, Gift Acres. At the till, while is paying, I wanted to enquire about the new store card. What if was and how to obtain one. There were notices up everywhere that one had to present your store card upon payment. The cashier, a woman, a so unfriendly and unwilling to help. She started helping another client while I was standing there with her trying to find out about the card. I had to leave with still no clue how to obtain the card. I'm so disappointed in the customer service. I doubt if I will ever go back to Builders again. It was just a very humiliating experience.

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6:37 am EST

Builders Warehouse Aquador shower door, 880x880x1850, alpine pivot door

I installed the shower door i purchased from builders in Rustenburg. The fitst panel was installed perfectly when i took out the second panel door from box it expoded in thousend pieces. I did not bump the door. Please can you assist in this as i need to know if they going to replace the door panel. Barcode: [protected]. Cell number: [protected].

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3:27 am EST

Builders Warehouse All departments staff useless

Good day I went to builders in Bedworth park. Last week I went there to get facials ( I took a sample with of the facial as it was bigger then normal facials ), sink ect. It was R4900 Worth of stuff. Then already the staff was standing around chatting leaning on trolleys at the back yard. After about 30 min now we had everything the staff was sitting I asked them to tie the stuff for me they said they can't tie laughing. I called a manager the manger did take my details but said he will deal with the staff and he tied it himself? The staff sat there looking at all of us Laughing! We took everything drove to Villiers as that is where the work had to be done got to site when we wanted to put the facials it was the wrong size! Why did I take a sample with then in the 1st place. Today we go back there as we moved from East rand to Vereeniging to return the facials. And also get stuff for the new jobs this week. We do maintenance on 28 Complexes so I spent about R100 000 plus a month by builders. I asked for a manager straight away he came his name is Bulk. He returned my facials I told him whole story just to hear he is sorry! Does sorry make up for the staff being incompatent does sorry make up for my R400 petrol that I drove out because of the incompatent staff? Staff that laugh at the clients and managers while they doing the staff work? Today I wanted to buy a new jig saw to so I went to the electronic department at that department was a guy and a lady talking, I was looking for jig saws I normally just buy mikita or de Walt. But couldn't find eventually my wife pitch and asked me why don't those to help you. I said to my wife loud coz they are talking and that you can't complain about service as there is no service the guy then heard it and came. I asked him why only now does he come and help me? He responded coz I didn't great him! I asked then for manager again Bulk came again and again just an appologie. Boksburg in builders knew me by name as soon as I walked in there they ran got my stuff loaded me and off I go... I am going social with this and also informing all my other friend that is in the building industry to avoid all builders outlets. I can understand bad service once but all 3 times I have been to builders Bedford ( Vanderbijlpark ) I got treated like that! So well done you guys lots about R1 million if not more per month worth of clients thanks to builders

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9:56 am EST
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Builders Warehouse Sales service

Good day
Today at 10 am I went to buy a double basin corner kitchen sink.When I approached the person working there and requested a corner stainless double sink his attitude was extremely negative .He was ready to tell me that there was none upon which I said but the website shows it is in stock.I had to show him that it was on the top rack covered in torn see through plastic.He had to fetch a ladder to take iut down which took a very long time for his return.Upon taking it down I asked where the equipment for the outlet plkug was which is party of the item.He unwillingly stated rummaging through the racks and found 2 sepereate one which he threw into the sinks while standing, which could have dented the basins.It is unacceptable behaviour towards a client.I went to the person at the information desk and requested to speak to the store manager, she asked what in connection with upon which I replied a staff service incident.She too was exttremely rude and ignored me and was keeping herself busy on the telephone and did not communicate with me at all.I then interrupted herf and said I would escalate the matter to head office.
This is not the service that I am used to at builders warehouse.I attach a photo of the invoice as well as the rude male assistant at the sinks.
I trust that you will take the necessary steps.
Your sincerely
Anne-Marie Roodt

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5:40 am EST

Builders Warehouse Online order builders warehouse rivonia [protected] jm kok

Good day
I bought a floor standing mirror from the online system builders warehouse in Rivonia on the 27th November 2019
I have called over 15times to esquire about my order
I have received no response up until now 4 December 2019
I eventually got through to a consultant who informed me it was discontinued stock who put me through to the manager who informed me that they tried calling. which is untrue and I asked why no email was sent etc, still no answer, up to this point i have not even been offered a refund
I have basically lost my money and paid for something not received
I am so upset as I saved up for this item and it is basically stolen money now
Please help out this is a really upsetting situation I find myself in
This is by far the worst service i have ever received from a company

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