JG
Johan G
1 reviews | Active since Mar 2009
14 Nov 2025, 10:19
Builders Online - Stay away
I ordered online, delivery was quick but store informed me that they don't have stock of a rather expensive item. The cancelled it online, but yet charged my credit card for the FULL amount. Now I'm being sent from pillar to post trying to get my money back, no confirmation, some say wait 7 days and see if it is reversed.... Bottom line, DONT buy online from builders, the company is not mature enough to handle online orders and based on other complaints, I'm really sorry that I did not check HelloPeter before placing this order.
Helpful (0)
Replies (3)0
Replies (3)
Builders Warehouse's replyOfficial
14 Nov 2025, 10:24Hi Johan,
Thank you for getting in touch with us.
I'm sorry for the service you've received and that the item was out of stock.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I'll follow up on this and we'll be in touch.
Kind regards,
AO
Thank you for getting in touch with us.
I'm sorry for the service you've received and that the item was out of stock.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I'll follow up on this and we'll be in touch.
Kind regards,
AO
Builders Warehouse's reply14 Nov 2025, 10:24
Official
Hi Johan,
Thank you for getting in touch with us.
I'm sorry for the service you've received and that the item was out of stock.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I'll follow up on this and we'll be in touch.
Kind regards,
AO
Thank you for getting in touch with us.
I'm sorry for the service you've received and that the item was out of stock.
Our goal is to provide an effortless and satisfactory shopping experience for all of our customers, and we regret that we did not meet this standard in your instance.
I'll follow up on this and we'll be in touch.
Kind regards,
AO
JG
Johan G's updateReviewer Update
17 Nov 2025, 08:50 Hi,
Thank you for sorting this out - I've received my refund. I'd like to offer some constructive feedback on your process:
Johan
Thank you for sorting this out - I've received my refund. I'd like to offer some constructive feedback on your process:
- Website transparency: When items are cancelled, the website should clearly show which items were cancelled and explicitly state that a refund will be processed. Currently, the order just shows items as "cancelled" with a reduced total, while the full amount has already been debited. This discrepancy causes unnecessary confusion and frustration for customers.
- Support communication: When customers contact support about cancelled items, the response shouldn't default to "wait 7-14 days for your refund." When stock availability on your website is inaccurate, this is Builders' error, not the customer's. In these cases, aim for faster refunds or at minimum, provide account-specific information (e.g., "Your refund of R[amount] was processed on [date] and should reflect in 3-5 business days"). Generic timeframes leave customers feeling like they're getting an automated response and that they'll still need to chase this up after the waiting period.
Johan
JG
Johan G's update17 Nov 2025, 08:50
Reviewer Update
Hi,
Thank you for sorting this out - I've received my refund. I'd like to offer some constructive feedback on your process:
Johan
Thank you for sorting this out - I've received my refund. I'd like to offer some constructive feedback on your process:
- Website transparency: When items are cancelled, the website should clearly show which items were cancelled and explicitly state that a refund will be processed. Currently, the order just shows items as "cancelled" with a reduced total, while the full amount has already been debited. This discrepancy causes unnecessary confusion and frustration for customers.
- Support communication: When customers contact support about cancelled items, the response shouldn't default to "wait 7-14 days for your refund." When stock availability on your website is inaccurate, this is Builders' error, not the customer's. In these cases, aim for faster refunds or at minimum, provide account-specific information (e.g., "Your refund of R[amount] was processed on [date] and should reflect in 3-5 business days"). Generic timeframes leave customers feeling like they're getting an automated response and that they'll still need to chase this up after the waiting period.
Johan
Builders Warehouse's replyOfficial
17 Nov 2025, 08:57Hi Johan,
Thank you for your message, and I'm glad to hear you've received your refund.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
We'll ensure that the necessary steps are taken to better the experience for our customers.
If you need anything else, let us know.
Kind regards,
AO
Thank you for your message, and I'm glad to hear you've received your refund.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
We'll ensure that the necessary steps are taken to better the experience for our customers.
If you need anything else, let us know.
Kind regards,
AO
Builders Warehouse's reply17 Nov 2025, 08:57
Official
Hi Johan,
Thank you for your message, and I'm glad to hear you've received your refund.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
We'll ensure that the necessary steps are taken to better the experience for our customers.
If you need anything else, let us know.
Kind regards,
AO
Thank you for your message, and I'm glad to hear you've received your refund.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
We'll ensure that the necessary steps are taken to better the experience for our customers.
If you need anything else, let us know.
Kind regards,
AO