Beyond revolting experience

We purchased a fridge online on the Builders Warehouse Black Friday sale 2020 and scheduled delivery & installation (at an extra cost) for 10 Dec 2020. My husband took a day off work to be home for the delivery, which was confirmed before hand via email as well as on the morning of 10th.

As they cannot give an exact time, he stayed home all day waiting. At around 4pm he contacted the branch (not easy as there is no direct line available and you need to go through a call centre). He was told that there was actually no stock of the fridge we had purchased and we would have to wait until January 28 2021 for new stock. This is the first we heard of this and had already sold our fridge -as Builders had specified that the space needed to clear for their delivery.

He was assured that the branch would help him sort out the issue and they would call back-they didn’t. After numerous calls on the afternoon of 10th and morning of 11th there was no solution and no one calling us back. We then phoned around to find another branch which had the same fridge in stock (even though the Fourways branch should have been doing this). We found that the Centurion branch had one left in stock and asked them to reserve it and then asked Fourways to collect it for us. Fourways did collect it and promptly sold it to another customer.

Fourways Builders Warehouse then offered us the demo model they had, at a R250 discount (insulting to say the least) to compensate. I actually have no words for the fury I am feeling right now. And I certainly do not want a demo model fridge, especially in the middle of a pandemic.

They have absolutely done nothing to help resolve the issue they have caused and when we asked for a refund even that was a fight- with them initially telling us we could have our money back in store credit. We finally managed to get them to agree to a refund (we need to go through the process twice because they want to refund seperately, for fridge and delivery which are different departments ) but need to wait approx 4 working days to see if the money reflects back in our account.

Needless to say we will not be setting foot in another one of their stores again and I am very relieved that their competitors Leroy Merlin will be opening in Fourways soon.