1 reviews | Active since Dec 2025
Builders Warehouse confirmed delivery, then cancelled order on same day – no explanation or resolution
I am extremely disappointed with the service received from Builders Warehouse regarding my online order (Order No: ***).
On 1 April I ordered and paid for a TV Unit. 9 April 2026, I followed up on my order and was explicitly advised by customer care that delivery was scheduled for 13 April 2026. Based on this confirmation, I made arrangements to be available for delivery.
However, on the very same day the delivery was expected, I received a completely contradictory email stating that my order had been cancelled and refunded due to the supplier having no stock of the item (Everfurn Annabelle TV Stand). No prior notice was given.
What is most concerning:
-A delivery date was confirmed despite the item apparently not being in stock -No proactive communication was provided before the delivery date -The matter was “escalated,” yet I only received an automated cancellation response with no explanation or resolution -No attempt was made to offer an alternative product or solution
This reflects extremely poor coordination, misleading communication, and a lack of accountability.
I would like Builders Warehouse to:
-Provide a clear explanation as to how delivery was confirmed without secured stock -Offer a suitable alternative product at the same price OR source the item as originally ordered
This experience has been highly inconvenient and disappointing.
I expect a proper response and resolution.
I’m sorry to hear about the frustration and service you're experiencing with your order.
I understand how disappointing it must be to have received contradictory information and no follow-up on your concerns.
Please understand that at the time of picking the item was found to be out of stock and that is why the order was cancelled and we don't have an alternative to offer.
My sincere apologies for the inconvenience this has caused you.
Kind Regards
KD
I’m sorry to hear about the frustration and service you're experiencing with your order.
I understand how disappointing it must be to have received contradictory information and no follow-up on your concerns.
Please understand that at the time of picking the item was found to be out of stock and that is why the order was cancelled and we don't have an alternative to offer.
My sincere apologies for the inconvenience this has caused you.
Kind Regards
KD
The main concern remains unanswered — how was a delivery date confirmed on 9 April 2026 if the item was not actually in stock? This indicates a serious failure in your stock management and communication processes.
Cancelling the order on the day of delivery is unacceptable, especially without any prior notice or attempt to provide an alternative solution.
Simply stating that there is no stock and no alternative is not a reasonable resolution, particularly given that the inconvenience was caused by Builders Warehouse’s internal processes.I would still like:
- A clear explanation of how this situation occurred; and
- A reasonable resolution, such as sourcing the item from another branch/supplier or offering a comparable alternative at the same price.
The main concern remains unanswered — how was a delivery date confirmed on 9 April 2026 if the item was not actually in stock? This indicates a serious failure in your stock management and communication processes.
Cancelling the order on the day of delivery is unacceptable, especially without any prior notice or attempt to provide an alternative solution.
Simply stating that there is no stock and no alternative is not a reasonable resolution, particularly given that the inconvenience was caused by Builders Warehouse’s internal processes.I would still like:
- A clear explanation of how this situation occurred; and
- A reasonable resolution, such as sourcing the item from another branch/supplier or offering a comparable alternative at the same price.
I fully understand what you are saying and where you are coming from, but in this case, unfortunately, there was no stock, and the system could have maybe not updated in time.
My sincere apologies again for the inconvenience caused.
Kind regards,
KD
I fully understand what you are saying and where you are coming from, but in this case, unfortunately, there was no stock, and the system could have maybe not updated in time.
My sincere apologies again for the inconvenience caused.
Kind regards,
KD