Builders Warehouse and 4Sure installation services debacle and incompetence

On Tuesday the 18th of Oct, we purchased amongst other kitchen appliances a Gas Hob from Builders Warehouse online. As part of the purchase of these items, Builders offers a paid certified installation service for the Gas Hob. Although this service might be more expensive than sourcing it directly from gass specialists, we reasoned that a reputable company like Builders Warehouse would at the very least provide the minimum services paid for reliably. That was incorrrect. As part of the service we purchased we scheduled the installation for the Saterday morning at 9 am. This was done as both my wife and I need to be in the office during week days. Leading up to the Saterday, I was contacted and spoke to 2 or more call center agents for the 3rd party service provider that Builders outsources the installation services multiple times to confirm my address and the installation time and date as well as the services that need to be delivered. I went out of my way to confirm the gass installation as it was the most important part of the installation. The company’s name is 4Sure. (A duplicate of this complaint will be logged under 4Sure’s name as well.) On that Saturday morning, after making all arrangements and preparing our house for the installers, we were contacted by 4Sure to say that the contractors who were scheduled to carry out the service we not able to carry out the service. The person on the line was apologetic and did ask they can reschedule for Monday. I confirmed that this was not possible as my wife and I won’t be available during the week. To their credit 4Sure did source a new contractor to come through, hours later. However, the contractor they sourced were only able to complete the electrical components of the installation, as they were not certified for gass installation. I then spent the rest of the day and over R100 in airtime in calls and call backs, on hold and waiting and repeating my self over and over, trying to get clarity on if and a when the contractor for the gas’s installation would be there as the full installation of the other components cannot be completed until the gass installation is finished. Frustration ensued as I was given the run around. Multiple I spoke to various staff members who were giving me multiple excuses (such as Builders had incorrectly completed a form, which didn’t include gass installation- which makes no sense as it was confirmed multiple times by 4Sure agents that it was scheduled leading up to Saturday.) Ultimately 4Sure was not able to arrange a contractor for the gass installation on that Saturday or Sunday, leaving us without a working stove. They repeatedly enquired if they could proceed to schedule an installation during the week, which I had to repeatedly decline and explain that we would not be available. Note from this point in my interaction with 4Sure, I had to do this repeatedly. to every, single, agent and manager, I spoke to, as they don’t seem to understand that some of us must work, so that we are able to pay for the service. After I would explain (patiently at first) to each individual one, they would proceed to again offer to schedule installation during weekdays, which came across as either incompetence, or attempts at deliberate aggravation. When I asked to be escalated to a manager, I was informed there were none working. 4Sure ultimately confirmed and assured us that 9am the following Saturday a certified reliable gass installation contractor would be at my house. I reconfirmed this during the week and was given verbal confirmation, and received automated SMS confirmations with reference numbers confirming the date and time that the contractor would be at my house. Well, come the next Saturday morning 9am…nothing. I waited an hour, with no contractor and no communication. At 10 I followed up with 4Sure again, where the agent eventually confirmed the contractor was fully booked and would be coming on the following Monday. I explained why this would be impossible (for the millionth time)and asked to be escalated to a manager. The manager asked for an hour to source a contractor to assist. Almost 2 hours later another agent phoned me to confirm there were no contractors available. I then asked for the agent to assist me to cancel the installation and get a refund for the none delivered service. The agent confirmed he was unable to assist with this at all, and I would need to go through Builders Warehouse. Although the service manager later phoned me back on request, and offered to reschedule the installation for 50% of the original price (not sure how they can they do this if they are not able to assist with refunds but anyways), the offer was for the installation to be actioned on the following Monday. This tells me that they were at the very least completely incapable of taking feedback from clients, or we were being **** to, and that 4Sure was creatively trying to force us into a installation on a weekday. At this point I have faith that 4Sure can successfully arrange for gass installation. We are currently sitting without a stove more, and have had to request a refund from Builders will need to find another service provider who are actually able to do the installation. The relationship between Builders Warehouse, 4Sure and their contractors, and how they internally operate, is at this point is irrelevant. I purchased through Builders Warehouse so this rating is on them. Other components of the installation and the attitude of the various persons I spoke to came across as professional and friendly. Again all irrelevant. The main point of the transaction was the purchase and installation of the gass HOB and on 2 heavily communicated and scheduled installation date and times my family is sitting high and dry without an installed stove. I have waisted, waisted almost R200 worth of airtime going back and forth and will never make use of this service again.