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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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L
2:55 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Builders Warehouse same product that was priced differently at different builder's without informing me beforehand

Hi

On January 23, 2018, I went to Builders Atterbury to purchase a "Marlene 900 2 door vanity Cabinet Mahogony [protected])" that was on display for R4300 (see attached photo)
The employee told me they do not have in stock. So I asked him (he did not offer) to phone the other branches to see if they have in stock. In the end, the Gezina branch confirmed they had in stock, but they are unwilling to bring it to the Atterbury branch and I have to go there and collect myself.
I saw the exact vanity at CTM, but their price was R4999. So I decided it's worth it to travel the far distance to Gezina as it was R700 cheaper than CTM.
I sent my husband to go buy it, but did not mention the price. He came back with it and I realised he paid R5499 for it!

How could the price differ by R1200?!

So first of all, why do you have things on display if you don't have stock?
Secondly, why are your branches unwilling to transfer stock to each other?
Thirdly, how can the exact same product differ by such a huge amount?
Fourthly, I feel that the employee should've disclosed that there is a R1200 price difference, before we went all the way to Gezina, because then it would've been better for us to go buy the one at CTM.

I would really appreciate feedback on this, and feel it would be only fair for you to refund me the R1200.

Regards,
Lindy Minty
Cell: [protected]

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10:11 am EST

Builders Warehouse poor service.

21.11.2017 at 17:15 I went to Builders warehouse in Gezina, Pretoria.
I needed some timber. At that department there were three ladies sitting behind a counter doing nothing. One unfriendly male assisted me as I was in his face he had no choice. I asked for pine timber of specific lengths and could someone cut it to size. He replied he is not sure what the "guys" in the back will do. He dragged himself away from the counter with a quote type of paper. The "guys" in the back not dressed in Builders work wear were lying up against stacks of timber. With a lot of effort one took the paper told me to pay first. With receipt in hand and a begging attitude I got one off his half sleeping position and he went to look for the stock. ten minutes later returned and said they don't have stock. I paid for stock that was not available. Weird accounting system they have there. I asked the cashier for refund who also found it an effort to do something at that time of the day. NEVER AGAIN BUILDERS WAREHOUSE.

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3:01 am EDT
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Builders Warehouse disregard for customer

On 25th of August 2017 I bought electricity appliances from Builders Warehouse in Protea Glen in Soweto. The goods I bought cost me R3800 and building material and which I bought for a lot of money. Upon me buying I bought a outside light which costs only R60 I think. On 1st of September 2017 I tried to return the light to which was my regret to even enter that store. Upon entrance I met a consultant who was too busy to help me and when I commanded his attention to assist he gave me answers with attitude in the presence of his employees as if he was showing off. All I needed is to be assisted since I lost my slip and the very guy gave me an option to receive a gift card until the manager by the name of themba sithebe arrived with no intentions of hearing my side . I suspect the consultant who I met at the door happens to be good friends with this themba guy who is throwing his weight around the shop like he is untouchable. That manager has no customer service understanding period. You can see in his face the arrogance he has. However that guy treated me as customer like trash and I just spent my money on your company. I have taken the liberty to record the conversation with the manager. Can someone assist with listening to the voice recording and please tell me is this how builders warehouse speak to their client after spending money. I have spent a lot of money and I had to be treated like a nobody for R60 and that guy insinuated that I have stolen the light, I can't believe such disrespect from a mere manager. For further details I have attached the recording and hope someone will call me.

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8:35 am EDT

Builders Warehouse poor service delivery and broken bricks (material)

The people who delivered the building materials.delivered it and they where lobbing, working at a very slow pace.The building sand was not delivered with the delivery and im told only when i try calling them that the sand will be here tommorrw.tmrw again at 2PM?now i have to pay the labourers free wages today and tmrw again because they will be waiting for the building sand?poor service and communication

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2:13 am EST

Builders Warehouse construction supplies

I went to Builders Warehouse Northriding and obtained a quote for cement and builder's mix. This morning I called Builders Warehouse Northriding to ensure that they had stock and could full my order which they confirmed. I then went and rented a vehicle, and hired construction staff and went to Builders Warehouse Northriding to collect my supplies. I was invoiced and paid for the supplies. When I went to collect the cement and builder's mix I was informed that their Bob Cat was not working and that they couldn't load. So Builders Warehouse Northriding could not load the supplies I had already paid for minutes earlier. How is it possible that the Contractors counter (right next to the loading area) does not know that the only machine that can load sand is not working. I had to apply for a refund which apparently takes at least 48 hours I have paid for a vehicle and staff all wasted because Builders Warehouse Northriding doesn't know what they are doing. These are all expenses that I have now paid and can not recover. I am completely amazed by the complete incompetence, and how unwilling to help the staff were. I asked to speak to a mamager and was told by the refund lady that he wasn't answering his cellphone and there was nothing she could do. So much for customer service.

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5:43 am EDT

Builders Warehouse no assistance

I went to builders and looked at two samples of wooden flooring, I was told an estimator will call me, they will come do measurements and then installation etc. No one called, so I went back, I was told the "estimator" is off sick, gave it a day or two called again, they then gave me his cell, left a message, called again, then tried the call centre and they referred me to Julius the manager, he was the one who gave me the cell.
I do not understand this, I spend quite a bit at builders but now that I want service, nothing, good products on the shelves but to get this installed I suppose will be a miracle.
I suppose I will go to the Glen, maybe they got estimators who want to work, I hope.

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8:16 pm EST

Builders Warehouse poor service and attitude by the cashier

This incident occurred on Sunday, where I picked up a few items to buy, of these items, one was from a bargain bin, which had been marked down. Obviously before I pick up a item and decide to take it, I look at the price to see if it is reasonable, in that way - I knew the price of all items. So I went to the counter, and let them scan the items and the total appeared, which I then paid for, then I thought to myself that the total does not appear to be correct, so I checked the till slip and discovered that 2 of the 4 items (that is 50% of my purchases) had gone through at incorrect prices, after which I told the cashier that it was incorrect, she was rude and did not believe me, and made me go fetch or prove that it was the incorrect price, after I went to the shelves and took the prices from the shelves, to prove the cashier that they were incorrect, she did not even say sorry or look sorry or say anything, the manger came there to assist with the refund vouchers and she did not even say sorry, was blady rude in my eyes, we then waited for about 20 - 30mins to get the refunds. if i did not look at my slip, they would have fraudulently made extra money off me. 3RD WORLD SERVICE.

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7:18 pm EST

Builders Warehouse I will never step foot in your store again

I am really annoyed about the complete lack of service I received at your Springfield branch, the first time I just let it go but I feel it necessary to write this complaint.

I waited over 15 minutes to have some wood cut, there were no less than 4 staff members busy cutting one piece of wood already, two other staff members also walked out from the back straight past me. Not one single person even acknowledge me standing there, is it too hard for your staff to even ask if I need help or at the very least let me know they will be with me shortly?

After waiting 15 minutes and not even being acknowledge I decided to leave. I will never step foot in your store again!

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FEggy
, US
Jan 25, 2011 4:30 pm EST

Builders Express advertised a promotion of Akira products valid from 17 to 23 March10. I was interested in a wireless door chime priced at R 49.99. On Sun 21 March to be told by a sales person that the promotion had expired and I could purchase the same item at R 69.99. I enquired when the promotion had expired - he promised to find out and come back -but he disappeared leaving me standing there looking like a fool. I went there the next day (2203) armed with the advert - the cashier rang it up at R69.99 - I showed her the ad and she called a supervisor - who cleared the amount and she proceeded to punch it R49.99. Another supervisor Kashmira appeared and stopped her. She took my ad and to called the manager Conrad Matthews who gave me a different story to the day before - they were out of stock and if I wanted I could buy the one for R 69.99 - the supervisor chipped in that they were sending all their customers to the Pinetown branch who had stock. I objected to this and was told by the manager there was no other option - I was offered no assistance and I had to force the manager to tell me the they had only 25 units for the promo.

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S
4:26 pm EST

Builders Warehouse till price is more expensive than shelf

Recently, we bought an expensive DIY tool at Builders, Centurion. Knowing that we have been overpriced at the till before, we made sure to check each item as it was rung up. True to Builders Warehouse’s nature, they 'invoiced' us R799.99 for a R659.99 item! The manager on duty fixed it but was complaining in some African Language as she was changing the price at the till. How unprofessional! That is R140 which could have gone directly to the company’s pocket. If this were the first incident, I could have viewed it as a mistake, but this happens about 80% of the time we buy something from them. I APPEAL TO YOU DEAR CUSTOMER ... please check your prices. You do not want to make someone else rich on your expense, do you?

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6:57 pm EST

Builders Warehouse thanks for a bad shopping experience builders

We went shopping at Strubensvalley Builders, looking for bathroom fitting. Having decided on our selection from the display boards - some which do not have prices or fitting on - we looked for a sales person to assist.

We waited for 10minutes at the counter, they even paged a person, but no-one came to help. Eventually we were quite a few people waiting. No sales person. We left and I told the 'manager' that their services sucked, she just shrugged and turned around.

We left and decided to spend our R6000 somewhere else. So thanks for nothing Builders. I do not think you will see my again!

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Nico Coetzee
, US
Feb 17, 2019 1:22 pm EST

Continues bad service at Builders Somerset West. This was now the 2nd time that I had to call the manager Mr. Ideez Timoor regarding bad service at his branch. Customer service just don't exist here. If you looking for any specific items they either let you wait for ages or just ignore you. They are always busy with private conversations between each other or friends in the store.
On Friday 15/02/2019 I specifically went to them as I need some advice and quotes on renovations at my home. They told me at their department for building materials that they cannot help me as they do not do costings from plans.
Mr. Ideez however tried to convince me that he will rectify the situation at his store but I do not believe him at all.
I immediately went to there opposition BUCO and I was actually expecting similar service from them - fortunately the experience was actually 300% better, they immediately phoned one of their contractors to come and assist me with my costing. The reason was if they do it, it will have a financial implication to get the costing done by a cost estimator.
From now I will only shop at BUCO - thanks for your poor service
Nico Coetzee
Cell: [protected]

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Vee Jele
, ZA
Sep 20, 2017 10:53 am EDT
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Bad Experience at Builders Warehouse, they dont care about customers everytime I have to complain before I get my delivery, they dont keep up to their promises, They dont answer their phones you call them until you give up. BAD BAD BAD EXPERIENCE EVER

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S
6:43 am EDT

Builders Warehouse bad service, bad attitude and unmannered

The ongoing problem with most of the staff at the builders warehouse group is rediculis. The staff do not help you when asked and even when the manager or supervisor requests them to help the clients they still sit on their backsides and do not respond.When they are confronted and asked a question they respond by turning to the person next to them and continue to talk in their own language. This is a warning to other contractors that if you want service and a better price, buy else where.

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6:54 am EDT

Builders Warehouse inferior quality product plus bad attitude

On Sat 31009 I had the most unpleasant experience of returning an item to BW- Northgate Island. I purchased a (pricey!) drying rack from BW in the winter of 2008, for which I unfortunately did not keep the receipt. It was only used during extremely wet weather and this winter it simply snapped! A year after purchase!

I explained the predicament and asked for the rack to either be replaced or fixed or failing that, to please assist me in fixing it. I was informed that they would contact the supplier and get back to me on Mon. Needless to say I was NOT contacted. I then phoned on Monday 1210 and after much toing and froing a manager named Arthur proceeded, in a most offensive tone of voice to say there was nothing he could do.He said the last time they had stocked this item was over 2yrs ago- well I was living in the UK up until last year so this is a blatant lie! I was also told they had discontinued this product due to its inferior quality! How then is it possible to acknowledge the inferiority of a product your shop sells but then in the same breath to not honour a customer who comes back with this inferior product? Im most upset at this unprofessional conduct!

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Diane Brooks
, US
Dec 20, 2018 1:26 am EST

I bought a housebrand, SABS approved door lock - only to find that the pre-cut keys do not match the over-the-counter pre-cut keys - even though they had the same code. Cheap Chinese knock-offs and they have the cheek to brand it as SABS approved, which it cannot possibly be. The store manager still had the cheek to have "attitude" with me!

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E
7:23 am EDT

Builders Warehouse do not buy any products from builders warehouse

I am a volunteer at a Crisis Centre for abused women and children and we have received a donation of money to renovate our creche. We got a quote from Builders warehouse and our donor made the payment on the 16.09.09 from a Nedbank Account into Builders Warehouse Nedbank account. I called yesterday to confirm the payment and faxed thru the confirmation as well. I was not contacted. I called this morning to discover they cannot confirm payment and cannot accept my proof of payment! i called though out the day and was told the same over and over. i asked for their head office no and spoke to a kind lady Buqulwa who confirmed the payment with me and the sales consultant. The sales consultant advised we need to wait for them to fax the confirmation to him! After endless calls to today I eventually got my products. My driver had to wait for 45 minuters before he could take delivery however my money was accepted yesterday? Their manager Johan is incompetent and ubrupt and was not aware of the situation and was not interested either! no wonder his staff is so incompetent! I spent R3137.85 and received no service! Do not buy any products from Builders warehouse parow!

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2:37 pm EDT

Builders Warehouse incompetent service - again

I have two 48 kg gas canisters that I no longer need and want to return. These were previously bought from both Builders Warehouse and Mica - phoned Mica to get an idea of what deposit refund I will get, got through immediately and an immediate answer - phoned Builders Warehouse, had to phone three times (they seemingly simply ignore the phone), when finally through to Joseph, kept me hanging for two minutes while he had to 'check' with whoever, hummed and hawed and finally said he will get Tom to phone me (which, on past experience, is unlikely to happen).

Why is it so difficult to deal with Builders warehouse? Do they deliberately instill poor service behaviour in their staff?

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2:18 pm EDT

Builders Warehouse stay away from builders warehouse

I went to Builders Warehouse Northgate to get some Plascon paint samples, only to be told that they do not have paint samples and that I needed to buy the 1l paint to test. The 1l is R99.99 and that would mean that I would need to pay in excess of R1000.00 to test the paint colour. I think that is very unfortunate, as I would have purchased all the paint from there, but now I will on principle be going elsewhere for the exterior and interior paint for my home.

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6:40 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Builders Warehouse bad service

Will not purchase from again in Birmingham, AL location. Business will not return items in any way, shape or form except for exact item only.

Have purchased many things from them in the past that were needed quickly. ( I work in IT industry, networking, desktop).

A few months ago purchased a Abit motherboard for $50 more than could have gotten at most places online. After spending countless hours over 5 days troubleshooting and on Abit forums, everyone determined that it was defective. I took complete pc system back to CBW to check out. They determined that the motherboard was bad, but that it was my fault because it had a tiny indention by processor because screwdriver slipped and thermal paste residue on some spots. The damage was very negligible and the motherboard had never worked prior to that anyway. They would "try" and RMA it. After i purchased a replacement motherboard and charged $80 for them looking at it, they told me that if it was RMA'd succesfully, to speak with a manager to see about getting store credit in exchange for the new motherboard they received.
This was said to me because i had paid for replacement already and labor.

I was contacted finally that the RMA went through and that they received the replacement, So I went and spoke with manager, and they would not exchange motherboard for anything.

$'s spent: $150 on motherboard, $80 on them working on my pc to determine bad motherboard, $150 on a replacement motherboard.

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BarbaraKaufmann
N1 City, Goodwood, ZA
Jun 17, 2023 7:49 am EDT
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We bought two 10kg bags today ant Builders Warehouse at N1 City. and both bags of seed are soaking wet. It is already fermenting. One spends so much money on a bag. It is just disgusting that you sell it to the public. Last year was exactly the same - huge clumps of molded seed.

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Roy Singh
Newcastle, ZA
Jan 30, 2023 11:35 pm EST
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I purchased a bluechem filter system for my koi pond in Newcastle Natal, about a year ago.

I have ordered a clamp for the filter, as my one cracked.I have ordered one in October2022 . The store has not received as yet.When I enquired with the employee, I was told to look and order online. Very disappointing service.

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Kevin Billson
, US
Nov 05, 2022 12:01 pm EDT

I have returned my inverter to builders warehouse port elizabeth in the first week of October 2022 and still have not received any feedback from them its nearly 4 weeks. I have sent 18 emails in total and just we will come back to you but never do. Very bad service and incompetent staff.

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Adri Richardson
, US
Oct 30, 2022 1:48 pm EDT

We went to Builders warehouse Sunday 23 October 2022 there are not enough tellers at your pay points terrible service please you need more people on weekends at pay points bad bad bad service there were only 3 cashiers on the tills and the costmer we waiting to be help at pay points

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K-Dog
, US
Aug 30, 2022 1:34 am EDT

Builders Warehouse Gleneagles is the most use store! Anytime you require anything they are out of stock, whoever manages the store or their stock has no idea. Some employees when you ask for help are really knowledgeable, however the majority would be better referred to as pot plants.

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Moagi
, ZA
Sep 07, 2019 7:29 pm EDT
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I bought a faulty heater at builders in witbank
It emits a terrible smell of gas, it shocks(like electrical shock)
They tested it and agreed to contact the supplier and get back to me
I went to the store three times already with no help
Please help me get my heater fixed or refund me my money

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

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