1 reviews | Active since Aug 2016
BUILD IT WHITE RIVER IS THE WORST!
The worst ever customer service and after care service ever from a hardware store. We purchased 2 window frames and window panes from Build it white river, both frames we fit by a professional. Frame 1 was not an issue but Frame 2 had a factory defect causing the glass not to fit, we complained to the store and thats where the issue started, in-store Manager Gerrie, first to blame the installer, funny how he could install frame 1 correctly but not frame 2, The matter escalated into a back and fourth for 3 months where the store tried at pains to avoid replacing the frame.
After inspection by the frame manufactures if was found that the frame was definitely faulty, the frame was then changed by build it but the glass was not installed as build it had left with it during one of the inspections to avoid the glass from breaking.
We then had to fight to get the glass back as we had paid for it during the initial purchase, this was another lengthy fight, Gerrie first claiming to not know the glass then always claiming he will call back which he never did or continually ignoring our calls, leading us to use various numbers before reaching him for any assistance.
After having to prove that the glass was taken, the store eventually retuned the glass which they had apparently cut to size, but once more the glass does not fit, at this point we are at pains with the store to cut / fit the glass into the frame as we had paid installers for it and the glass isn't cut to the correct size.
The amount of rudeness expressed by their manger Gerrie, when we try to inquire about the matter is appalling and is no way to speak to customers, which is strange as they fitted the frame and cut the glass.
Furthermore the attempt to undermine other professional builders/installers simply because they had supp**** a bent window frame and incorrect glass size is extremely appalling!
The matter which started in February remains unresolved and we are now in June.
I would not recommend built it White River to anyone especially when it comes to management having to resolve issues.
According to their manager he is too busy to solve the issue, so i guess we should look for a different solution at this point.
Please note that following our complaint which was promised to be escalated and dealt with, we received a phone call on 05 June 2023 promising that a team will be sent out on the same day to cut the window / fix the issue, no such team has been sent out and we are now mid June, noting that the complaint was raised here at the beginning of June and well before that with Build it White river.
Honestly this is beyond frustrating and the service received from your store is beyond appalling, we will look at other means to escalate this matter as it seems our complaints are not care about at build it.
with disappointment.
Tumelo
Please note that following our complaint which was promised to be escalated and dealt with, we received a phone call on 05 June 2023 promising that a team will be sent out on the same day to cut the window / fix the issue, no such team has been sent out and we are now mid June, noting that the complaint was raised here at the beginning of June and well before that with Build it White river.
Honestly this is beyond frustrating and the service received from your store is beyond appalling, we will look at other means to escalate this matter as it seems our complaints are not care about at build it.
with disappointment.
Tumelo