WE
William E
1 reviews | Active since Jul 2011
03 Apr 2025, 07:49
AC#1 - *** I am unable to have an online order(Order #***) delivered due to an error on my account "Credit Available" balance of R56
AC#1 - *** I am unable to have an online order(Order #***) delivered due to an error on my account "Credit Available" balance of R56.05. The store is unable to process delivery due to this outstanding amount Upon investigation this outstanding amount stems from an incorrect shipping fee allocation on your systems due to the only other online order(Order #***) I placed on my account dating back to 8 August 2022 - I paid R381.05 for the ordered item(R325) PLUS delivery of R56.05 as per my bank credit card and also on your invoice I received. The order was cancelled 2 times due to what looked like stock issues at your stores and was completed and only shipped on the 3rd try, evidently this may have caused duplicate shipping cost I am very frustrated with this poor customer experience as I have contacted stores for my delivery and customer care(one call was 45 minutes!) as well as *** and *** to no solution
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Replies (7)0
Replies (7)
Builders Warehouse's replyOfficial
03 Apr 2025, 08:41Hi William,
Thank you for getting in touch with us.
Thank you for getting in touch with us.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I've followed up and was advised that the outstanding balance of R56.06 on your account results from a duplicate refund of the shipping fee that was mistakenly issued twice for the original order placed on 8 August 2022.
I've followed up and was advised that the outstanding balance of R56.06 on your account results from a duplicate refund of the shipping fee that was mistakenly issued twice for the original order placed on 8 August 2022.
As the refund was processed twice in error, the amount of R56.06 is considered an overpayment, and we kindly request that this amount be repaid to correct the balance on your account. We understand that this has caused confusion, and we sincerely apologize for the inconvenience.
To proceed with your delivery, we kindly ask that you settle the outstanding amount of R56.06 at your earliest convenience.
If you require any assistance with this process, please feel free to reach out to us, and we will be happy to assist you.
Kind regards,
AO
If you require any assistance with this process, please feel free to reach out to us, and we will be happy to assist you.
Kind regards,
AO
Builders Warehouse's reply03 Apr 2025, 08:41
Official
Hi William,
Thank you for getting in touch with us.
Thank you for getting in touch with us.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I've followed up and was advised that the outstanding balance of R56.06 on your account results from a duplicate refund of the shipping fee that was mistakenly issued twice for the original order placed on 8 August 2022.
I've followed up and was advised that the outstanding balance of R56.06 on your account results from a duplicate refund of the shipping fee that was mistakenly issued twice for the original order placed on 8 August 2022.
As the refund was processed twice in error, the amount of R56.06 is considered an overpayment, and we kindly request that this amount be repaid to correct the balance on your account. We understand that this has caused confusion, and we sincerely apologize for the inconvenience.
To proceed with your delivery, we kindly ask that you settle the outstanding amount of R56.06 at your earliest convenience.
If you require any assistance with this process, please feel free to reach out to us, and we will be happy to assist you.
Kind regards,
AO
If you require any assistance with this process, please feel free to reach out to us, and we will be happy to assist you.
Kind regards,
AO
WE
William E's updateReviewer Update
03 Apr 2025, 11:39Seems replies from Builders Warehouse team are not understanding math.
I paid the shipping when placing an order(R325 for the unit plus R56.06 shipping = R381.05) then you failed to complete the order twice so indeed the shipping refund would be 2 x R56.07, the third try would incur the shipping cost as this would have been when the order completed. Why would I need to pay for shipping again when your stores didn’t ship as they were out of stock! This was all automated as I was not doing multiple orders!
Please can I speak to senior management or your accounting department on this as I do not owe anything. This is in contravention of the CPA given no service was received when your systems changed which store was delivering the item - this is beyond frustrating
I paid the shipping when placing an order(R325 for the unit plus R56.06 shipping = R381.05) then you failed to complete the order twice so indeed the shipping refund would be 2 x R56.07, the third try would incur the shipping cost as this would have been when the order completed. Why would I need to pay for shipping again when your stores didn’t ship as they were out of stock! This was all automated as I was not doing multiple orders!
Please can I speak to senior management or your accounting department on this as I do not owe anything. This is in contravention of the CPA given no service was received when your systems changed which store was delivering the item - this is beyond frustrating
WE
William E's update03 Apr 2025, 11:39
Reviewer Update
Seems replies from Builders Warehouse team are not understanding math.
I paid the shipping when placing an order(R325 for the unit plus R56.06 shipping = R381.05) then you failed to complete the order twice so indeed the shipping refund would be 2 x R56.07, the third try would incur the shipping cost as this would have been when the order completed. Why would I need to pay for shipping again when your stores didn’t ship as they were out of stock! This was all automated as I was not doing multiple orders!
Please can I speak to senior management or your accounting department on this as I do not owe anything. This is in contravention of the CPA given no service was received when your systems changed which store was delivering the item - this is beyond frustrating
I paid the shipping when placing an order(R325 for the unit plus R56.06 shipping = R381.05) then you failed to complete the order twice so indeed the shipping refund would be 2 x R56.07, the third try would incur the shipping cost as this would have been when the order completed. Why would I need to pay for shipping again when your stores didn’t ship as they were out of stock! This was all automated as I was not doing multiple orders!
Please can I speak to senior management or your accounting department on this as I do not owe anything. This is in contravention of the CPA given no service was received when your systems changed which store was delivering the item - this is beyond frustrating
Builders Warehouse's replyOfficial
03 Apr 2025, 14:34Our team is looking into this and they will be in touch. JF
Builders Warehouse's reply03 Apr 2025, 14:34
Official
Our team is looking into this and they will be in touch. JF
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William E's updateReviewer Update
07 Apr 2025, 09:17Hi Builders team, been over 2 weeks and still no delivery or resolution - certainly not a good image you painting with dealing with customers
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William E's update07 Apr 2025, 09:17
Reviewer Update
Hi Builders team, been over 2 weeks and still no delivery or resolution - certainly not a good image you painting with dealing with customers
Builders Warehouse's replyOfficial
07 Apr 2025, 10:26Hi William,
A follow-up has been made and our team will be in touch. SR
A follow-up has been made and our team will be in touch. SR
Builders Warehouse's reply07 Apr 2025, 10:26
Official
Hi William,
A follow-up has been made and our team will be in touch. SR
A follow-up has been made and our team will be in touch. SR
WE
William E's updateReviewer Update
08 Apr 2025, 10:08Still no contact, please put me in touch with Senior Management. Done playing games
WE
William E's update08 Apr 2025, 10:08
Reviewer Update
Still no contact, please put me in touch with Senior Management. Done playing games
Builders Warehouse's replyOfficial
09 Apr 2025, 08:46Hi William,
I'm sorry that you've not had any contact.
I will follow up on this for you.
Kind Regards
KD
I'm sorry that you've not had any contact.
I will follow up on this for you.
Kind Regards
KD
Builders Warehouse's reply09 Apr 2025, 08:46
Official
Hi William,
I'm sorry that you've not had any contact.
I will follow up on this for you.
Kind Regards
KD
I'm sorry that you've not had any contact.
I will follow up on this for you.
Kind Regards
KD