Builders has no respect for it's customers

If I could give you a lower rating then believe you me, I would.

I placed an order using your click and collect service after constantly running back and forth to get a supply from my local store (Strubensvalley). the order was placed at 23:00 on Sunday the 6th of September 2020. Judging by the time of the order you can see how important this was for me.

The order was to be collected from your North Riding store on the 8th of September 2020. I received a call from the store on the 7th of September and was advised that the part was not in stock even though your website advised that they had 4 available. Hence me placing the order for collection from the store in question.

The person who called advised that the part was on order and that delivery was expected during that week but he could not advise the exact date. I was desperate but decided to wait as I had been running around so long that I thought a week more would surely not hurt.

Weeks went by and on the 25th of September 2020 at 09:04 I received an SMS I had been eagerly anticipating. It advised that the part was in store and ready for collection. I made my way to the store around 12:30 and queued like everyone else who was there at the click and collect counter. 15 minutes later I was at the front and being served at the counter.

The lady assisting advised that the order had not arrived. I showed her the SMS. Her response was that the same thing happened to another customer. There was no apology for the inconvenience caused by the SMS that prompted me to get in the car and drive from Roodepoort to Randburg.

As if to add insult to injury I leave the store clearly frustrated and irritated only for someone from the store to call me at 14:33 to advise that the part was still not in stock. That call was clearly 2 hours and a bit late as it would have saved me driving around because of your store AGAIN!!!!!!

I told the lady she is calling after I had already made the drive to the store. Her response was do you want to cancel the order. I did not initiate this and after much time spent reflecting on your unapologetic lack of service I would like to take her up on her offer.

My only regret is that I went to your Strubensvalley store and spent money there again on the 24th of September 2020 (receipt number C***). I used the item else I would have taken it back as I do not wish to do business with an organisation with such a lack of respect for it's customers.

I have been patient enough and that has run out with you and your lack of respect. I showed you loyalty given that you have been the local hardware store for all 8 years I have lived in the area and I didn't even consider Leroy Merlin or the Chamberlain store across my local Builders. Thanks to this experience I will be going to them instead the next time I need supplies.