BUILDERS ONLINE IS A HUGE NO NO

I am truly at my wits' end with Builder's Warehouse Online and BW Bloemfontein.

I ordered 2 x HK Pico Bedside tables online for collection at Bloemfontein store on the 9th of August 2020. The date of collection was 21 August 2020. Today is the 26th of August 2020 and I still have not received it.

I got in contact with the Senior Manager, Strauss, yesterday and he told me that they hope to get the stock by the end of the month since the item is an imported item and they hope the plane will come by the end of the month. I told him that to be honest, that is not acceptable for me for 2 reasons. First of all, you failed your delivery date which was the 21st of August 2020 and secondly there are many other Builders Warehouse such as the Edenvale store which has ample stock so therefore I believe Strauss could rather courier it down for me since THEY FAILED THE DELIVERY DATE.

To my amazement, Strauss told me that that is not an option for them since the cost of driving to Edenvale and collecting the 2 bedside tables does not make sense and they not willing to do it. I told him I am shocked at his answer because though I understand that unnecessary costs are to be avoided in times like covid, an experience like this might push away my business forever.

Strauss did not seem too concerned about this statement, probably because my order was only R1800 but I informed him again what if in future I was going to spend R10000 at builders and now I rather go to DIY or something like that but truly that did not bother him since he stuck to his "its going to cost too much for him to go fetch that stock so he is not going to do it".

I tried levelling with him and Builders Online to understand that this is not customer service at all. No one seemed to care. Each repeats the same thing.

Worst is, Strauss still wants to blame me for placing an order when I see there was no stock available?? I mean can you believe it. Why do you have a functionality on your website which you cannot deliver on? And then when you fail, you blame the customer for ordering online???

I implore BUILDERS WAREHOUSE to get in contact with me. I have the voice recording of this call and I AM STILL WITHOUT THE BEDSIDE TABLES THAT I ALREADY PAID FOR!