1 reviews | Active since Aug 2024
Builders - Poor online delivery
Ordered a gas braai online - 1. The payment gateway processed my payment using the instant EFT option, but timed out. Funds were taken from my account, but the online portal did not reflect the payment. 2. Sent an email to the info@ email address quoting the order number and attaching proof of payment. 3. No Response to the email, so I called Builders. 4. Builders claim that despite my proof of payment that they have no record of the payment. 5. Eventually after a couple of days, Builders confirmed receipt and I'd have to resubmit my order. 6. Order arrives after a week since originally submitted. 7. I paid the fee for the braai to be assembled and was told that the installer would be onsite on Friday. 8. Received a call Friday asking if the install could be moved to Saturday between 11am and midday...I agreed.. 9. Received a call this morning confirming installation will be 1 hour earlier, between 10am and 11am....I agreed. 10. No installer has arrived despite my calls to the person managing the install. 11. Received another call - installer not responding, re-scheduled to Monday. How is it possible remain business with such poor service delivery, and part of the Massmart Group.
It appears that I now have no option but lodge a formal complaint with the Consumer Protection Regulator? How does get this right?
Thank you for getting in touch.
I'm sorry for the service you've received and that the team hasn't come out to install your braai.
We are concerned with your experience and we'll ensure that the necessary steps are taken to better the experience for you.
We'll have this looked into and remain in touch.
Kind regards,
AO
Thank you for getting in touch.
I'm sorry for the service you've received and that the team hasn't come out to install your braai.
We are concerned with your experience and we'll ensure that the necessary steps are taken to better the experience for you.
We'll have this looked into and remain in touch.
Kind regards,
AO
THIS WAS NOT THE NOT WITH BUILDERS WAREHOUSE - not only did I receive a phone call within 10 minutes from Head Office, but I also received a call from the East London Branch Manager. Within 30 minutes, the installer was onsite. The Team was extremely professional. Within an hour the gas braai was assembled and tested.
The major issue of course was that the Springboks and All Blacks game was due to start at 17H00 - the team was done by 16H30. The ribs and beers were brought out, and all was good for the 17H00 start.
The Boks won, and my ribs and beers went down well,
FROM AN EXTREMELY BAD EXPERIENCE TO AN EXCELLENT END RESULT - I suppose a bit like the game on Saturday - a really poor show until 60+ minutes into the game and then an outstanding "fix".
The end result is what matters, and Builders Customer service Team MUST BE CONGRATUALTED in the manner in which they fixed my complaints. Extremely well done. Thanks to you to all!!!
THIS WAS NOT THE NOT WITH BUILDERS WAREHOUSE - not only did I receive a phone call within 10 minutes from Head Office, but I also received a call from the East London Branch Manager. Within 30 minutes, the installer was onsite. The Team was extremely professional. Within an hour the gas braai was assembled and tested.
The major issue of course was that the Springboks and All Blacks game was due to start at 17H00 - the team was done by 16H30. The ribs and beers were brought out, and all was good for the 17H00 start.
The Boks won, and my ribs and beers went down well,
FROM AN EXTREMELY BAD EXPERIENCE TO AN EXCELLENT END RESULT - I suppose a bit like the game on Saturday - a really poor show until 60+ minutes into the game and then an outstanding "fix".
The end result is what matters, and Builders Customer service Team MUST BE CONGRATUALTED in the manner in which they fixed my complaints. Extremely well done. Thanks to you to all!!!
Thank you for your feedback.
I completely understand how rewarding it can feel when your problem is solved after a struggle. I'm glad to hear that our team was able to accomplish this for you.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
I appreciate you taking the time to send us this helpful feedback.
If you need anything else, please let us know.
Have a wonderful day.
Kind regards,
AO
Thank you for your feedback.
I completely understand how rewarding it can feel when your problem is solved after a struggle. I'm glad to hear that our team was able to accomplish this for you.
Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on.
I appreciate you taking the time to send us this helpful feedback.
If you need anything else, please let us know.
Have a wonderful day.
Kind regards,
AO