Based on recent customer reviews, Build It presents a sharply divided picture across its branch network. A recurring theme is warm praise for individual named staff who go out of their way to help, set against widespread frustration with wrong deliveries, missing refunds, unavailable stock and managers who refuse accountability. Experience appears to depend almost entirely on which branch and which person a customer deals with.
Top Strengths:
- •Staff & In-Store Service: Customers consistently single out individuals by name, including Hendry Gouws at Mossel Bay, Charles at Howick, Nompilo at Nquthu and Tshepiso at Zola, for patience and genuine help. These bright spots sit alongside frequent reports of dismissive managers and unreturned calls.
Replied to 98% of negative reviews
Reply time on negative reviews: 38h 52m
TrustIndex
3.8
Ranking
#4
in Construction & Hardware
Reply Time
45h 50m
NPS Score
-55
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 38h 52m
Nov '25 - Oct '26
Frequently Asked Questions About Build It
What do customers say about Build It?
Based on recent customer reviews, Build It presents a sharply divided picture across its branch network. A recurring theme is warm praise for individual named staff who go out of their way to help, set against widespread frustration with wrong deliveries, missing refunds, unavailable stock and managers who refuse accountability. Experience appears to depend almost entirely on which branch and which person a customer deals with.
What is Build It's biggest strength?
Build It's biggest strength, according to Hellopeter's AI analysis, is Staff & In-Store Service. Customers consistently single out individuals by name, including Hendry Gouws at Mossel Bay, Charles at Howick, Nompilo at Nquthu and Tshepiso at Zola, for patience and genuine help. These bright spots sit alongside frequent reports of dismissive managers and unreturned calls.
What are the most common complaints about Build It?
The most common complaint about Build It, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Range. Customers repeatedly describe own-brand items failing quickly, including geyser elements and a durable PVA paint that wipes off walls. Defective toilets, broken lights in sealed boxes and confirmed stock that is unavailable on arrival compound the frustration.
How does Build It compare to other Construction & Hardware companies?
Build It scores 1 out of 5 on Hellopeter's AI analysis of service quality in Construction & Hardware, compared to the Construction & Hardware industry average of 2.7. Their strongest theme is In-Store Service (1.8); their weakest is Pricing & Billing (0.6). The top AI-rated Construction & Hardware business on Hellopeter is Centurion Systems (4.6). How is the AI Score calculated? →
Is Build It trustworthy?
Build It has a TrustIndex of 3.8 out of 10 on Hellopeter, based on 74 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 38 hours 52 min. Hellopeter has tracked Build It across 719 total reviews. How is the TrustIndex calculated? →
Recent reviews (74)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2017
Late delivery with a dont care attitude from salesperson.
We placed a order on the 13 October, delivery was promised for the 14 October, today is the 15 October we are still waiting for the delivery. Not getting proper feedback from the salesman. Empty promises
1 reviews | Active since Feb 2017
Late delivery with a dont care attitude from salesperson.
We placed a order on the 13 October, delivery was promised for the 14 October, today is the 15 October we are still waiting for the delivery. Not getting proper feedback from the salesman. Empty promises
1 reviews | Active since Sept 2021
Horrible service. Oversells stock they don't have
If there's a company I would confidently rate 0 if it was possible would be this one. Monday I called their Thulamahashe branch to enquire if they have Mamba cement in stock and their manager said they have the stock and I must come and buy and the will deliver the same day or the next day. Fast forward to Wednesday my builder calls to tell me they have not delivered the cement. I called them to find out what the issue is and I was told I am on a waiting list the stock that was there was for customers that paid before the 8th and now if they receive the delivery they have to service the people who bought first. I drove there found the manager on the phone and when we finally spoke I asked why she **** about the availability of stock knowing she owes a lot of customers cement. She tried to justify it by blaming the workers while she knew she's the one who said I can buy they have stock. I requested a full refund and she said the store doesn't give refunds. We argued because they were at fault and I need cement. It was either I get my cement or refund. She gave me a refund request page to fill out and they required a proof of account and *** copy and they gave me an email address that doesn't exist. I sent it to their WhatsApp number and the lady requested my copy of the receipt whilst they had the original. I told them I required a copy of the receipt and proof of the refund request and that's when she refused and said I can take my receipt copy and they will process my refund and I will get my money today. Today I called them after 3 because my money was not in and Gmail confirmed the email they gave me doesn't exist and they told me to wait until 4:30 and even now my money is not in my account. I called their central office number since 3 and no one picks up, the automated message keeps saying someone will pick up. This is the worst hardware I ever had to deal with. Other hardware's are honest when they have delivery issues but this one prioritises making money over their customers. And to add to this their driver delivered 2 bags of damaged cement the first time and refused to take it back.
1 reviews | Active since Sept 2021
Horrible service. Oversells stock they don't have
If there's a company I would confidently rate 0 if it was possible would be this one. Monday I called their Thulamahashe branch to enquire if they have Mamba cement in stock and their manager said they have the stock and I must come and buy and the will deliver the same day or the next day. Fast forward to Wednesday my builder calls to tell me they have not delivered the cement. I called them to find out what the issue is and I was told I am on a waiting list the stock that was there was for customers that paid before the 8th and now if they receive the delivery they have to service the people who bought first. I drove there found the manager on the phone and when we finally spoke I asked why she **** about the availability of stock knowing she owes a lot of customers cement. She tried to justify it by blaming the workers while she knew she's the one who said I can buy they have stock. I requested a full refund and she said the store doesn't give refunds. We argued because they were at fault and I need cement. It was either I get my cement or refund. She gave me a refund request page to fill out and they required a proof of account and *** copy and they gave me an email address that doesn't exist. I sent it to their WhatsApp number and the lady requested my copy of the receipt whilst they had the original. I told them I required a copy of the receipt and proof of the refund request and that's when she refused and said I can take my receipt copy and they will process my refund and I will get my money today. Today I called them after 3 because my money was not in and Gmail confirmed the email they gave me doesn't exist and they told me to wait until 4:30 and even now my money is not in my account. I called their central office number since 3 and no one picks up, the automated message keeps saying someone will pick up. This is the worst hardware I ever had to deal with. Other hardware's are honest when they have delivery issues but this one prioritises making money over their customers. And to add to this their driver delivered 2 bags of damaged cement the first time and refused to take it back.
1 reviews | Active since Sept 2009
Exceptional Service – Build It Kya Sands
I am truly impressed by the outstanding service I received from Build It Kya Sands, particularly from Mr Khumalo at the Contractors Counter. As an owner-builder undertaking a relatively small building project, I needed guidance on purchasing the correct materials while keeping costs under control. Mr Khumalo has been absolutely exceptional. He is pleasant, knowledgeable, professional and, most importantly, genuinely people-centred. He went beyond simply taking my order. He took the time to understand my project, guided me in selecting the right materials and ensured that I received the best possible value for my money. What impressed me even more was that he managed to beat the quotations from all the other local hardware stores I had approached, including delivery! It's refreshing to encounter someone who genuinely takes pride in their work and understands that customer service is about building relationships, not just making sales. Well done, Mr Khumalo and Build It Kya Sands! You have certainly earned my trust and future business. Excellent service deserves recognition, and this is one experience worth sharing.
1 reviews | Active since Sept 2009
Exceptional Service – Build It Kya Sands
I am truly impressed by the outstanding service I received from Build It Kya Sands, particularly from Mr Khumalo at the Contractors Counter. As an owner-builder undertaking a relatively small building project, I needed guidance on purchasing the correct materials while keeping costs under control. Mr Khumalo has been absolutely exceptional. He is pleasant, knowledgeable, professional and, most importantly, genuinely people-centred. He went beyond simply taking my order. He took the time to understand my project, guided me in selecting the right materials and ensured that I received the best possible value for my money. What impressed me even more was that he managed to beat the quotations from all the other local hardware stores I had approached, including delivery! It's refreshing to encounter someone who genuinely takes pride in their work and understands that customer service is about building relationships, not just making sales. Well done, Mr Khumalo and Build It Kya Sands! You have certainly earned my trust and future business. Excellent service deserves recognition, and this is one experience worth sharing.
1 reviews | Active since Feb 2024
Build it Lebowakgomo North, Selling expired products
To, Build it Lebowakgomo North. I am writing to formally demand an immediate refund for a Terminex product that I purchased from your store as per attached receipt, which I discovered after arriving home was already expired. I returned to the store specifically to have the product exchanged. Your staff then established that the entire stock of the same product on your shelves was expired. At that point, I reasonably requested a refund. Instead of taking responsibility for selling an expired product, you refused to refund me on the basis that I had already opened the bottle and told me that I should simply go to another store and find one that is not expired. That response is completely unacceptable. Let me be very clear, I did not purchase an expired product and then change my mind about it. I purchased a product that your store had made available for sale despite it being expired. The fact that I opened the bottle does not somehow transfer responsibility for the expired stock from the store to me. I am particularly concerned that your own staff discovered that all the products were expired, yet instead of immediately resolving the matter, I was effectively told to take my problem elsewhere and find another store that has stock which is actually within its expiry date. That is not an acceptable way to treat a customer, and I will not be made responsible for correcting a stock-control failure on your part. I am therefore demanding that my full purchase price be refunded by close of business today, 6 October 2026. Please do not test my patience or insult my intelligence by attempting to justify why I should accept an expired product or travel to another store to obtain a product that should have been fit for sale in the first place. If you refuse to process the refund, I will escalate the matter without further discussion, including: 1. lodging a formal consumer complaint with the relevant consumer-protection authorities. 2. escalating the matter through Build it's management/customer-care channels. 3. placing the matter and my experience on social media, including the fact that expired stock was being sold and that the store refused to refund me after discovering that the stock was expired and 4. taking any further legal action available to me in respect of the sale of an expired product and the refusal to provide an appropriate remedy. I have retained the product and proof of purchase and with photographs showing the expiry information. I expect this matter to be resolved today. I am not requesting that you do me a favour. I am demanding that this matter be properly rectified. Please confirm in writing once the refund has been processed. I want my money.
1 reviews | Active since Feb 2024
Build it Lebowakgomo North, Selling expired products
To, Build it Lebowakgomo North. I am writing to formally demand an immediate refund for a Terminex product that I purchased from your store as per attached receipt, which I discovered after arriving home was already expired. I returned to the store specifically to have the product exchanged. Your staff then established that the entire stock of the same product on your shelves was expired. At that point, I reasonably requested a refund. Instead of taking responsibility for selling an expired product, you refused to refund me on the basis that I had already opened the bottle and told me that I should simply go to another store and find one that is not expired. That response is completely unacceptable. Let me be very clear, I did not purchase an expired product and then change my mind about it. I purchased a product that your store had made available for sale despite it being expired. The fact that I opened the bottle does not somehow transfer responsibility for the expired stock from the store to me. I am particularly concerned that your own staff discovered that all the products were expired, yet instead of immediately resolving the matter, I was effectively told to take my problem elsewhere and find another store that has stock which is actually within its expiry date. That is not an acceptable way to treat a customer, and I will not be made responsible for correcting a stock-control failure on your part. I am therefore demanding that my full purchase price be refunded by close of business today, 6 October 2026. Please do not test my patience or insult my intelligence by attempting to justify why I should accept an expired product or travel to another store to obtain a product that should have been fit for sale in the first place. If you refuse to process the refund, I will escalate the matter without further discussion, including: 1. lodging a formal consumer complaint with the relevant consumer-protection authorities. 2. escalating the matter through Build it's management/customer-care channels. 3. placing the matter and my experience on social media, including the fact that expired stock was being sold and that the store refused to refund me after discovering that the stock was expired and 4. taking any further legal action available to me in respect of the sale of an expired product and the refusal to provide an appropriate remedy. I have retained the product and proof of purchase and with photographs showing the expiry information. I expect this matter to be resolved today. I am not requesting that you do me a favour. I am demanding that this matter be properly rectified. Please confirm in writing once the refund has been processed. I want my money.
1 reviews | Active since Nov 2021
Worst ever experience from Build It Brakpan
Buildt It Brakpan. Worst ever experience. Untrained sales people. Quick to sell but reluctant to refund. Serious attitude from the Manager. Ever wondered why iy closed down the 1st time. Keep on doing what you are doing then the 2nd close down is not far away! They will never see me again.
1 reviews | Active since Nov 2021
Worst ever experience from Build It Brakpan
Buildt It Brakpan. Worst ever experience. Untrained sales people. Quick to sell but reluctant to refund. Serious attitude from the Manager. Ever wondered why iy closed down the 1st time. Keep on doing what you are doing then the 2nd close down is not far away! They will never see me again.
1 reviews | Active since Dec 2021
Build it Manager I'm so disappointed in you, the service was very bad.
I bought a toilet seat yesterday for my organisation to replace a broken toilet seat, when I opened it today there were no accessories inside to tighten the seat, when I went to the shop and explained what happened, the sales person called the manager. The Manager said there is no way that the accessories where not there so he refused to help us and come up with the solution, so disappointed, and I was treated as if I stole the access ories.
1 reviews | Active since Dec 2021
Build it Manager I'm so disappointed in you, the service was very bad.
I bought a toilet seat yesterday for my organisation to replace a broken toilet seat, when I opened it today there were no accessories inside to tighten the seat, when I went to the shop and explained what happened, the sales person called the manager. The Manager said there is no way that the accessories where not there so he refused to help us and come up with the solution, so disappointed, and I was treated as if I stole the access ories.
1 reviews | Active since Sept 2026
Build it Brandvlei
Build it Brandvlei I’ve been waiting for someone to speak up about Build It Brandvlei because customers seem to have very little opportunity to voice their concerns. I recently bought just two iron sheets, and I live less than 1 km from the store, yet I was charged R400 for delivery. Seriously, what criteria are being used to justify these delivery charges? And it’s not only delivery. The prices of many items in the store are ridiculously high compared with other suppliers. At some point you have to ask: are customers being charged more simply because we are based in a farming area? The biggest problem, however, is the management attitude. Try raising a concern and you are simply told, “Those are the rules.” There is no real engagement, no willingness to listen and no attempt to understand the customer. Build It Head Office seriously needs to look into this branch. Customers deserve fair pricing, reasonable delivery charges and management that is willing to listen. At this point, the question is simple: Are we customers, or are we just being milked because we have limited options?
1 reviews | Active since Sept 2026
Build it Brandvlei
Build it Brandvlei I’ve been waiting for someone to speak up about Build It Brandvlei because customers seem to have very little opportunity to voice their concerns. I recently bought just two iron sheets, and I live less than 1 km from the store, yet I was charged R400 for delivery. Seriously, what criteria are being used to justify these delivery charges? And it’s not only delivery. The prices of many items in the store are ridiculously high compared with other suppliers. At some point you have to ask: are customers being charged more simply because we are based in a farming area? The biggest problem, however, is the management attitude. Try raising a concern and you are simply told, “Those are the rules.” There is no real engagement, no willingness to listen and no attempt to understand the customer. Build It Head Office seriously needs to look into this branch. Customers deserve fair pricing, reasonable delivery charges and management that is willing to listen. At this point, the question is simple: Are we customers, or are we just being milked because we have limited options?
1 reviews | Active since Sept 2026
Extremely disappointing experience at Build It Brandvlei
Extremely disappointing experience at Build It Brandvlei I opened an account about two weeks ago and have already spent a significant amount on building materials. Unfortunately, the customer service at this branch has been extremely disappointing. The store manager is unwilling to negotiate or consider customer feedback, repeatedly stating that “these are the rules,” regardless of how much you spend or how loyal you are to the store. There seems to be no willingness to listen to or resolve genuine customer concerns. The delivery charges are also unreasonable, with around R400–R500 charged for deliveries under 5 km. In my case, a load that could reasonably have been handled in one trip was split into two, resulting in additional costs. This is honestly one of the worst customer experiences I have ever had. Build It management needs to seriously investigate what is happening at the Brandvlei branch and address the way customer complaints and feedback are handled.
1 reviews | Active since Sept 2026
Extremely disappointing experience at Build It Brandvlei
Extremely disappointing experience at Build It Brandvlei I opened an account about two weeks ago and have already spent a significant amount on building materials. Unfortunately, the customer service at this branch has been extremely disappointing. The store manager is unwilling to negotiate or consider customer feedback, repeatedly stating that “these are the rules,” regardless of how much you spend or how loyal you are to the store. There seems to be no willingness to listen to or resolve genuine customer concerns. The delivery charges are also unreasonable, with around R400–R500 charged for deliveries under 5 km. In my case, a load that could reasonably have been handled in one trip was split into two, resulting in additional costs. This is honestly one of the worst customer experiences I have ever had. Build It management needs to seriously investigate what is happening at the Brandvlei branch and address the way customer complaints and feedback are handled.