Builders Warehouse Cape Gate - Exceptionally poor service

• On 21st of September 2022 I purchased a Ryobi RG950 generator.

• On that same day I noticed that the generator was giving problems when starting it, sometimes it starts and other times it does not.

• The following day I went back to the store and a gentleman inspected it and said to me everything is fine however there is a problem with some of these models chokes, however I should not be worried other clients are having the same problem and the generators are working fine.

• The problem still persisted and I returned a couple of days later and was told they will have to send it to Ryobi for an evaluation, which I was not happy with the problem started on day one.

• I can’t recall if it was 6 or 7 weeks later the branch informed me that Ryobi said the reason for the generator not working is because I am not adding oil to the fuel and the charge for repairs will be R1400, the store eventually paid for this after I disputed the fact that I did mix oil with the fuel

• I took serious offence to this as I know how to mix oil and fuel, I even showed the manager Frans on the slip that when I purchased the generator I also purchased oil I am of the opinion that Ryobi did not want to accept liability that the product is faulty and made up a story that I did not put oil in.

The mere fact that I had to wait so long for an evaluation on a product is unacceptable for a customer service point of view !

• The generator was returned and worked for a few weeks and then slowly started giving exactly the same problem with starting it up.

• Frans the Manager arranged for it to be collected and sent it to Ryobi who said there is no problem with it, so it Really became a dispute between myself and the manager, according to me it is not working an according to him it is.

• It was returned to me, worked for a couple of days and then the same problem.

• Last week I informed Frans and insisted on a new generator which he supp****

• The new generator worked for the first two days and then I noticed large amounts of oil on the ground and now is giving the same problem with starting it up. When I informed the manager he told me that a generator Is like a new car it will leak a fluid , which I find hard to believe.

• This problem is persisting from September ’22 and no effort has been made by the store offer a refund and offer me a better product with at least a discount to compensate me for months of inconvenience with which I believe is a problem with this range of product. What is the chances of me getting two generators with the same problem?

I ended up purchasing an invertor from the branch in Willobridge today out of frustration as I explained to the Manager that I work from home and need back up power at all times.

I doubt that Builders Cape Gate will ever see me again.

I want a full refund for the product and be compensated for the inconvenience I had to deal with since September and the Branch keeps on passing the buck to Ryobi. I am not dealing with Ryobi, I am dealing with a store that is supposed to provide service to their customers.