Absolutely Unacceptable Service – Builders Warehouse Online Order Nightmare

Order Number: *** Complaint/Escalation Number: 2114# I placed an online order on 1 December 2025 for an item that was listed as in stock, with delivery promised within 2–5 days. What followed was a complete disaster:

First follow-up: Friday, 5 Dec – I was assured delivery would happen early Saturday morning (6 Dec). No delivery. Second follow-up: Monday, 8 Dec – Spoke to Amanda, who promised to escalate and give feedback within an hour. I called at 09:45. No feedback. At 15:16, I called again. Nokwan said she would escalate and call back after speaking to the store. She later confirmed delivery would happen Tuesday morning (9 Dec). Today (9 Dec): No delivery, no communication. When I checked my online order, I saw it had been cancelled, reordered and the delivery date changed from 5 Dec to 21 Dec without even informing me or giving any viable reason!

I called again and spoke to Sino and another gentleman—neither could provide any information or even commit to calling me back after contacting the store. To make matters worse, when I was transferred to the branch and explained the issue, the complaints department person laughed at me and hung up the phone. This is beyond unacceptable. Not once have I received proper feedback or accountability. How can a company operate like this? I will never recommend Builders Warehouse online to anyone after this experience.