After sale services Builders warehouse

After a prolonged process, we eventually received a second “new” replacement fridge, only to discover that it presented exactly the same fault as the first unit. A technician subsequently confirmed that the issue is a faulty thermostat. Once again, I made it clear that I did not purchase a brand-new product with the expectation that components would need to be repaired or replaced. I purchased a new appliance, and I expect a fully functional one.

At this point, the situation has been ongoing for an unreasonable length of time, and the continued delays and lack of resolution are unacceptable. This experience reflects poorly on Builders Warehouse’s after-sales service and raises serious concerns about quality control and customer care. Your store policies should reflect confidence in the products you sell and provide customers with peace of mind when a product is faulty upon delivery.
I am formally requesting a proper replacement with a fully functional new fridge or a full refund, without further delays. I trust this matter will now be handled with the urgency and professionalism it warrants.
I look forward to your prompt response and a final resolution.

Riaan La Grange

Formal Complaint Update – Ongoing Faulty Fridge Matter (Purchased 24 October 2025)

Dear KD / Builders Warehouse Complaints Team,

I am writing to provide a formal update regarding my complaint about the faulty refrigerator purchased from Builders Warehouse on 24 October 2025.

It has now been almost six months since the purchase, and this matter remains unresolved despite numerous communications and assurances that it would be escalated and addressed.

To summarise the situation:

- The original fridge was faulty from the first week, consistently building up ice and not functioning correctly.
- After a prolonged process, a second “new” replacement fridge was delivered, only for it to present exactly the same fault.
- A technician subsequently confirmed that the issue relates to a faulty thermostat, meaning both units supp**** were defective.
- I was further informed by the Builders Warehouse Bedworth Park branch, where the online order was processed and collected, that the supplier has acknowledged a production error affecting that entire line of refrigerators.

This confirms that the problem does not stem from misuse or isolated failure, but rather from a known manufacturing defect affecting the product line supp****.

Throughout this process I have made it clear that I did not purchase a brand-new appliance expecting repairs or component replacements, but rather a fully functional new product.

After nearly six months of delays, inconvenience, and ongoing follow-ups, Builders Warehouse is now only willing to refund the purchase price once the fridge has been collected, after which I am expected to wait an additional three days for the refund to reflect.

This means that after months of inconvenience caused by a product defect acknowledged by the supplier, I must now also remain without a refrigerator for several additional days, which is entirely unreasonable given that the fault originated with the product supp**** by Builders Warehouse.

The manner in which this matter has been handled demonstrates a serious lack of professionalism and unacceptable after-sales service. Customers should have confidence that when they purchase a brand-new appliance, any defects will be resolved swiftly and professionally. Unfortunately, my experience has reflected the opposite.

In terms of the Consumer Protection Act (CPA) Sections 55 and 56, consumers are entitled to goods that are of good quality, in working order, and free of defects. Where goods fail to meet these standards within six months, the consumer has the right to return the product and choose a repair, replacement, or full refund, and the supplier must bear the costs and resolve the matter within a reasonable time.

After nearly six months of unresolved issues, and in light of the supplier’s admission of a production defect affecting the product line, I believe Builders Warehouse has failed to meet these obligations.

At this stage I request the following:

1. Immediate collection of the defective unit.
2. Immediate processing of the refund upon collection, without additional waiting periods.
3. Written confirmation of when this matter will be fully resolved.

Given the length of time this matter has already taken, I expect the refund to be processed immediately upon collection of the appliance via same-day EFT, rather than requiring an additional waiting period, as any further delay would be unreasonable under the circumstances.

For the sake of transparency, should this matter not be resolved promptly, I will proceed with formal escalation by submitting a complaint to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission, including the full record of correspondence and the supplier’s admission of a production defect affecting the product line. If necessary, I will also pursue further remedies through the appropriate consumer court under the Consumer Protection Act to recover any additional costs and inconvenience resulting from this matter. I would prefer to resolve this directly with Builders Warehouse, but after nearly six months without a proper resolution, I believe it is reasonable to begin preparing these next steps.

I trust that Builders Warehouse will now treat this matter with the urgency and professionalism that it should have received from the beginning.

Kind regards,
Riaan La Grange