Based on recent customer reviews, Builders Warehouse presents a deeply strained customer experience across its branch network and online store. Customers consistently report paid orders that never arrive, refunds stretching over months, and defective products deflected to suppliers. Staff & In-Store Service (1.5) is the least damaged theme, lifted by individually named employees, while Installation & Project Support (0.7) and Delivery, Orders & Returns (0.8) draw the sharpest criticism.
Top Strengths:
- •Staff & In-Store Service: Named employees such as Mcmillan, Vincent Modah, Khotso, Prudence and Timo Olifant earn genuine praise for going beyond their departments. Branches like Parow Valley and Klerksdorp stand out, showing that where individuals engage, the in-store experience can be excellent.
Replied to 100% of negative reviews
Reply time on negative reviews: 3h 19m
TrustIndex
3.6
Ranking
#5
in Construction & Hardware
Reply Time
3h 29m
NPS Score
-72
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 3h 19m
Nov '25 - Oct '26
Frequently Asked Questions About Builders Warehouse
What do customers say about Builders Warehouse?
Based on recent customer reviews, Builders Warehouse presents a deeply strained customer experience across its branch network and online store. Customers consistently report paid orders that never arrive, refunds stretching over months, and defective products deflected to suppliers. Staff & In-Store Service (1.5) is the least damaged theme, lifted by individually named employees, while Installation & Project Support (0.7) and Delivery, Orders & Returns (0.8) draw the sharpest criticism.
What is Builders Warehouse's biggest strength?
Builders Warehouse's biggest strength, according to Hellopeter's AI analysis, is Staff & In-Store Service. Named employees such as Mcmillan, Vincent Modah, Khotso, Prudence and Timo Olifant earn genuine praise for going beyond their departments. Branches like Parow Valley and Klerksdorp stand out, showing that where individuals engage, the in-store experience can be excellent.
What are the most common complaints about Builders Warehouse?
The most common complaint about Builders Warehouse, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Range. Geysers, pumps, air conditioners and vacuums repeatedly fail within weeks, and warranty claims are deflected to suppliers with repairs forced on customers who requested refunds. Paint tint mismatches, warped timber and empty shelves compound the frustration.
How does Builders Warehouse compare to other Construction & Hardware companies?
Builders Warehouse 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 (1.5); their weakest is Project Support (0.7). The top AI-rated Construction & Hardware business on Hellopeter is Centurion Systems (4.6). How is the AI Score calculated? →
Is Builders Warehouse trustworthy?
Builders Warehouse has a TrustIndex of 3.6 out of 10 on Hellopeter, based on 510 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 3 hours 19 min. Hellopeter has tracked Builders Warehouse across 6,452 total reviews. How is the TrustIndex calculated? →
Recent reviews (510)
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 May 2022
Poor service
The service at builders cape Gate is very poor i was on the floor for 30 minutes no one help or asked if i need help
1 reviews | Active since May 2022
Poor service
The service at builders cape Gate is very poor i was on the floor for 30 minutes no one help or asked if i need help
1 reviews | Active since Sept 2024
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Bought two Rubiks Cube Mini Bar Fridge in September and a delivery promise of 18 days, to date, nothing has been delivered. When I contacted Head Office, who referred me to the Craighall store, a buyer named Cindy/Amanda now says the Builders supplier does not have stock/produce these fridges. Why advertise and make people pay for an item you cannot get stock of??? Worse of all, we have been receiving smses confirming that the fridges have been handed-over to a courier. IMMEDIATE REFUND REQUIRED!!!
1 reviews | Active since Sept 2024
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Bought two Rubiks Cube Mini Bar Fridge in September and a delivery promise of 18 days, to date, nothing has been delivered. When I contacted Head Office, who referred me to the Craighall store, a buyer named Cindy/Amanda now says the Builders supplier does not have stock/produce these fridges. Why advertise and make people pay for an item you cannot get stock of??? Worse of all, we have been receiving smses confirming that the fridges have been handed-over to a courier. IMMEDIATE REFUND REQUIRED!!!
1 reviews | Active since Nov 2019
Manner of communication within the store
Builders wherehouse northriding is terrible I went to builders to get something and there's a Indian guy named Tishan or something his manner of communication is super bad he treats people like objects, I'm comfortable with the services the employees provide I just don't like how their superior communicate with their stuff
1 reviews | Active since Nov 2019
Manner of communication within the store
Builders wherehouse northriding is terrible I went to builders to get something and there's a Indian guy named Tishan or something his manner of communication is super bad he treats people like objects, I'm comfortable with the services the employees provide I just don't like how their superior communicate with their stuff
1 reviews | Active since Jan 2023
horrible
Builders warehouse Cherry Lane. Center management, specifically security guards are the reason I will never got to cherry lane Builders Warehouse again. Take heed people! rather pass a shopping center with mostly empty shops... there's a reason for that! Save yourself the frustration and drive past cherry lane Brooklyn PTA
1 reviews | Active since Jan 2023
horrible
Builders warehouse Cherry Lane. Center management, specifically security guards are the reason I will never got to cherry lane Builders Warehouse again. Take heed people! rather pass a shopping center with mostly empty shops... there's a reason for that! Save yourself the frustration and drive past cherry lane Brooklyn PTA
1 reviews | Active since Dec 2023
They are refusing with our refund
We went to builders warehouse in Louise trichardt. The cashier made the wrong quotation and, only to find it that everything she did was wrong after we paid. So now its been 2 weeks they dont want to refund our money. We have been calling the branch and going to the branch but still they keep saying they have proced the payment bit we haven't received our refund back. Terrible service and I cant even recommend it to anyone or ever going to buy anything form that warehouse
1 reviews | Active since Dec 2023
They are refusing with our refund
We went to builders warehouse in Louise trichardt. The cashier made the wrong quotation and, only to find it that everything she did was wrong after we paid. So now its been 2 weeks they dont want to refund our money. We have been calling the branch and going to the branch but still they keep saying they have proced the payment bit we haven't received our refund back. Terrible service and I cant even recommend it to anyone or ever going to buy anything form that warehouse
1 reviews | Active since Dec 2011
The worst customer service from any brand
Deplorable in store service. Common among almost all stores: staff are rude, unfriendly, unprofessional, arrogant and unhelpful. Boycotting all builders stores- the way they treat their customers is nothing short of pathetic. They hire these workers, they allow them to behave that way- terrible customer service.
1 reviews | Active since Dec 2011
The worst customer service from any brand
Deplorable in store service. Common among almost all stores: staff are rude, unfriendly, unprofessional, arrogant and unhelpful. Boycotting all builders stores- the way they treat their customers is nothing short of pathetic. They hire these workers, they allow them to behave that way- terrible customer service.
1 reviews | Active since Oct 2026
Absolutely pathetic
I am absolutely disgusted by the pathetic service at Builders BEX Potchefstroom. I bought a brand-new Trimtech 900W Trimmer, which failed after just a single day of use. When I brought it back, I was forced to hand it in for repairs on 16 September 2026 (Repair ***). For an entire month, my gardening staff have had to cut my grass entirely by hand because we were left without a machine. Today (16 October), after waiting a full 30 days, I went into the store to demand answers, only to find out that the machine was never even sent away for repairs. It has been sitting gathering dust in their store for a solid month due to pure negligence. This is a direct violation of consumer rights. Under Section 56 of the Consumer Protection Act, I am entitled to a working product, yet Builders Potchefstroom chose to waste my time and display complete incompetence. Keeping a customer's product for a month without taking a single step to fix it is unacceptable. Avoid this branch if you expect any form of accountability or after-sales service. Absolutely pathetic.
1 reviews | Active since Oct 2026
Absolutely pathetic
I am absolutely disgusted by the pathetic service at Builders BEX Potchefstroom. I bought a brand-new Trimtech 900W Trimmer, which failed after just a single day of use. When I brought it back, I was forced to hand it in for repairs on 16 September 2026 (Repair ***). For an entire month, my gardening staff have had to cut my grass entirely by hand because we were left without a machine. Today (16 October), after waiting a full 30 days, I went into the store to demand answers, only to find out that the machine was never even sent away for repairs. It has been sitting gathering dust in their store for a solid month due to pure negligence. This is a direct violation of consumer rights. Under Section 56 of the Consumer Protection Act, I am entitled to a working product, yet Builders Potchefstroom chose to waste my time and display complete incompetence. Keeping a customer's product for a month without taking a single step to fix it is unacceptable. Avoid this branch if you expect any form of accountability or after-sales service. Absolutely pathetic.
1 reviews | Active since Jun 2019
No delivery, poor communication
Non-delivery of garden equipment ordered online 9 days ago. No communication from Builders Warehouse Cape Gate. Not being resolved by national complaints department. Still without paid for garden equipment. How do I ever buy online from Builders again with so many worthy competitors??? Profoundly disappointed!!?
1 reviews | Active since Jun 2019
No delivery, poor communication
Non-delivery of garden equipment ordered online 9 days ago. No communication from Builders Warehouse Cape Gate. Not being resolved by national complaints department. Still without paid for garden equipment. How do I ever buy online from Builders again with so many worthy competitors??? Profoundly disappointed!!?