BAD, INCONSIDERATE, ***********, CUSTOMER AWAY CHASING SERVICE
I would like to complain about the BAD, INCONSIDERATE, ***********, CUSTOMER AWAY CHASING SERVICE I received from the Builder's Warehouse Superstore in Alex Mall, located in the following address.
Cnr N3 and London Road, Alexandra.
I initially bought boards (bar code - ********** 501339) with the relevant measurements on the 21st of September, 2018, of which I was promised they will be ready in a weeks time by Khethu Mngadi (the store manager), the week went by without any contact, then decided to go to follow up, Khethu Mngadi told the machine is currently broken, and the technician has been contacted to come fix it, of which the technician will take two days, the manager didn't even bother calling me to advise of the situation with the machine.
I gave them the chance for the technician to fix the machine, went there after two days, Khethu advised the machine was fixed, however, the person (Tlamalang) responsible for cutting the boards is not in, they need to call him to come to work, that is, the person has to be contacted to come work to cut the boards only when the client is there to enquire about the collection of the boards.
When calling this person, they don't either get hold of the person or the person advises that they busy with something, meaning my order or business with Builder's Warehouse is not important, also the store doesn't care, because once the payment has been made, that will be paying for their salaries.
After following up on several occasions, probably went there more the four times, I managed to get the boards, collected in batches, due to the above mentioned inconvenience, costing me time and money.
Furthermore, the boards where not cut and edged as per the order, as they were not in total, and some of the boards where not edged or edged incorrectly, of which I paid extra to edge them myself, another cost.
This morning I went to the store told them of the situation, they advised the person is in today, they will get the boards cut at the Greenstone branch and they should come at 12 (in the afternoon) to the address I provided to deliver the outstanding boards.
At 12 I was never contacted, went to the store, no action was done, no boards sent to Greenstone, nothing basically, of which raises a question of why wasn't the Greenstone option was never proposed the time the machine was broken or when Tlamalang (the only cutting person in the store) was no where to be found, apparently employed permanently.
Wanted to speak to the manager, I was advised all managing is at the meeting exactly around 12, which is an indication that they where trying to hide themselves if I happened to show up.
Called Khethu on his provided cell number, the phone just kept ringing, then eventually switched off.
Then I decided to lodge a complain via the call center, another extra cost, of which I managed to lodge one, and I was advised to also lodge another complain in the store.
Tried to lodge a complain with Kabelo Mahlala, who is apparently the manager, he was terrible, not helpful, as he wanted me to rephrase what I just mentioned and didn't even find out from Khethu what happened, seems like he was trying to protect him or something, as much as they are protecting the cutting guy and at that point I was so frustrated and gave him a piece of my mind, he then left me on the floor without any help or saying anything, I waited for 30 minutes until I eventually left the store.
Is this the way Builder's Warehouse conduct business?, are these the people you employ to service your customers?, is this the image you are to your client's?, or once the payment is made, the customer service ends there?
