Builders couldn't build a relationaship....

Contacted them on their info email as well as the online contact us, still no reply or acknowledgment....

Dear Builder Warehouse Customer Service, I am writing to formally lodge a complaint regarding a recent purchase I made through your online store. On 19th May, I ordered a tool case (Order Number: ***) for R2600. Unfortunately, the item I received was not in acceptable condition. The tool case arrived out of its packaging, with visible scratches on its surface and missing the Nylon carry strap that was advertised as part of the product. This is highly disappointing, especially considering the premium price paid and the expectations I had for the quality of your products. I request that you either: Replace the tool case with a new, undamaged item that includes all advertised components, or Issue a full refund for the purchase. Please advise on the steps I need to follow to return the damaged item and receive a replacement or refund. I have attached photographs of the item as received for your reference. I would appreciate a prompt response to this matter. Thank you for your attention to this issue. I look forward to your swift resolution.