IS
Ida S
1 reviews | Active since Jan 2021
15 Dec 2025, 16:05
Builders Warehouse online order refund still not processed (Order #***)
Order #*** (placed 26 Nov 2025). Total order value was R4,778.00, paid by debit card via the Builders app/online checkout.
Builders split the order into two deliveries. Only part of the order was delivered (value R1,850.00). The remainder never arrived. After numerous calls and emails to follow up, I eventually cancelled the outstanding items because I had to buy them elsewhere.
The refund for the balance (R4,778.00 minus R1,850.00 = R2,928.00) has still NOT been processed.
Instead of fixing it, I’ve been forced into unnecessary admin: completing multiple forms, sending bank statements, and being asked for “proof of payment” , proof of residency, proof of identification, for an online card transaction (not an EFT). It’s an online card payment — your system should reconcile this without putting the burden on the customer.
Builders must process the outstanding refund of R2,928.00 immediately and confirm the refund reference/confirmation in writing. This level of service is unacceptable.
Their forms still request a cancelled cheque. Cheques were discontinued in South Africa’s national payment system with effect from 31 December 2020, meaning banks stopped issuing/accepting/collecting cheques after that date (so, in practical terms, from 1 January 2021 you couldn’t use or deposit cheques anymore).
Helpful (0)
Replies (5)0
Replies (5)
Builders Warehouse's replyOfficial
15 Dec 2025, 16:13Hi Ida,
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
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 bringing this to our attention.
I'm sorry for the service you've received.
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 reply15 Dec 2025, 16:13
Official
Hi Ida,
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
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 bringing this to our attention.
I'm sorry for the service you've received.
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
IS
Ida S's updateReviewer Update
16 Dec 2025, 16:25AO,This response is generic and does not resolve anything.You only mentioned a “refund form” yesterday, after I had already spent days calling and emailing. Why was this not communicated upfront the first time I reported the missing delivery and requested cancellation/refund? The constant shifting of requirements is exactly the problem.
Secondly, I paid by debit card via the Builders app/online checkout. Stop requesting an “EFT proof of payment” and bank “proof of payment” documents that do not exist for a card transaction. I’ve already provided a bank statement showing the transaction.
Thirdly, your team’s phone process is unacceptable: someone calls, lets the phone ring once, then hangs up. When I call back, nobody can tell me who called or why. That is not “we’ll be in touch” — it’s avoidance.
Your refund forms are also outdated and unreasonable. They still ask for a cancelled cheque, even though cheques have been discontinued in South Africa for years. That alone shows how poorly this process is managed.
To be clear, this is what must happen now:
Process the outstanding refund of R2,928.00 for Order #*** immediately, and provide written confirmation that the refund has been submitted, including a refund reference/confirmation.If you genuinely need anything further, list the exact documents required for a card-payment refund (not EFT), in one message, and confirm why my existing bank statement is not sufficient. I am not going to complete endless forms and resend the same information repeatedly because your internal process is broken.
This has been the worst online shopping experience I’ve had in years. Fix the refund and close this out.
Secondly, I paid by debit card via the Builders app/online checkout. Stop requesting an “EFT proof of payment” and bank “proof of payment” documents that do not exist for a card transaction. I’ve already provided a bank statement showing the transaction.
Thirdly, your team’s phone process is unacceptable: someone calls, lets the phone ring once, then hangs up. When I call back, nobody can tell me who called or why. That is not “we’ll be in touch” — it’s avoidance.
Your refund forms are also outdated and unreasonable. They still ask for a cancelled cheque, even though cheques have been discontinued in South Africa for years. That alone shows how poorly this process is managed.
To be clear, this is what must happen now:
Process the outstanding refund of R2,928.00 for Order #*** immediately, and provide written confirmation that the refund has been submitted, including a refund reference/confirmation.If you genuinely need anything further, list the exact documents required for a card-payment refund (not EFT), in one message, and confirm why my existing bank statement is not sufficient. I am not going to complete endless forms and resend the same information repeatedly because your internal process is broken.
This has been the worst online shopping experience I’ve had in years. Fix the refund and close this out.
IS
Ida S's update16 Dec 2025, 16:25
Reviewer Update
AO,This response is generic and does not resolve anything.You only mentioned a “refund form” yesterday, after I had already spent days calling and emailing. Why was this not communicated upfront the first time I reported the missing delivery and requested cancellation/refund? The constant shifting of requirements is exactly the problem.
Secondly, I paid by debit card via the Builders app/online checkout. Stop requesting an “EFT proof of payment” and bank “proof of payment” documents that do not exist for a card transaction. I’ve already provided a bank statement showing the transaction.
Thirdly, your team’s phone process is unacceptable: someone calls, lets the phone ring once, then hangs up. When I call back, nobody can tell me who called or why. That is not “we’ll be in touch” — it’s avoidance.
Your refund forms are also outdated and unreasonable. They still ask for a cancelled cheque, even though cheques have been discontinued in South Africa for years. That alone shows how poorly this process is managed.
To be clear, this is what must happen now:
Process the outstanding refund of R2,928.00 for Order #*** immediately, and provide written confirmation that the refund has been submitted, including a refund reference/confirmation.If you genuinely need anything further, list the exact documents required for a card-payment refund (not EFT), in one message, and confirm why my existing bank statement is not sufficient. I am not going to complete endless forms and resend the same information repeatedly because your internal process is broken.
This has been the worst online shopping experience I’ve had in years. Fix the refund and close this out.
Secondly, I paid by debit card via the Builders app/online checkout. Stop requesting an “EFT proof of payment” and bank “proof of payment” documents that do not exist for a card transaction. I’ve already provided a bank statement showing the transaction.
Thirdly, your team’s phone process is unacceptable: someone calls, lets the phone ring once, then hangs up. When I call back, nobody can tell me who called or why. That is not “we’ll be in touch” — it’s avoidance.
Your refund forms are also outdated and unreasonable. They still ask for a cancelled cheque, even though cheques have been discontinued in South Africa for years. That alone shows how poorly this process is managed.
To be clear, this is what must happen now:
Process the outstanding refund of R2,928.00 for Order #*** immediately, and provide written confirmation that the refund has been submitted, including a refund reference/confirmation.If you genuinely need anything further, list the exact documents required for a card-payment refund (not EFT), in one message, and confirm why my existing bank statement is not sufficient. I am not going to complete endless forms and resend the same information repeatedly because your internal process is broken.
This has been the worst online shopping experience I’ve had in years. Fix the refund and close this out.
Builders Warehouse's replyOfficial
16 Dec 2025, 16:35Hi Ida,
Thank you for your response.
We sincerely apologise for the inconvenience you have experienced regarding your order and the delay in resolving your refund.
Please note that in order for us to proceed with the refund, we are required to follow our internal refund process. All refunds must be submitted with a completed refund form.
These are the documents we require:
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
Once we receive the completed refund form, we will submit the refund request for processing and we will provide you with proof of payment.
Kind regards,
AO
Thank you for your response.
We sincerely apologise for the inconvenience you have experienced regarding your order and the delay in resolving your refund.
Please note that in order for us to proceed with the refund, we are required to follow our internal refund process. All refunds must be submitted with a completed refund form.
These are the documents we require:
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
Once we receive the completed refund form, we will submit the refund request for processing and we will provide you with proof of payment.
Kind regards,
AO
Builders Warehouse's reply16 Dec 2025, 16:35
Official
Hi Ida,
Thank you for your response.
We sincerely apologise for the inconvenience you have experienced regarding your order and the delay in resolving your refund.
Please note that in order for us to proceed with the refund, we are required to follow our internal refund process. All refunds must be submitted with a completed refund form.
These are the documents we require:
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
Once we receive the completed refund form, we will submit the refund request for processing and we will provide you with proof of payment.
Kind regards,
AO
Thank you for your response.
We sincerely apologise for the inconvenience you have experienced regarding your order and the delay in resolving your refund.
Please note that in order for us to proceed with the refund, we are required to follow our internal refund process. All refunds must be submitted with a completed refund form.
These are the documents we require:
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
Once we receive the completed refund form, we will submit the refund request for processing and we will provide you with proof of payment.
Kind regards,
AO
IS
Ida S's updateReviewer Update
16 Dec 2025, 16:53Can you confirm how many times do I have to forward these?
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
I've sent them more than 3 times already and every subsequent Customer Care Consultant communicate different requirements. The initial request was done on the 2nd December to refund me. The refund must reflect by 19 December 2025 or I will lodge a complaint with the National Consumer Commission (NCC) because Builders won’t resolve a refund or keeps dragging it out.
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
I've sent them more than 3 times already and every subsequent Customer Care Consultant communicate different requirements. The initial request was done on the 2nd December to refund me. The refund must reflect by 19 December 2025 or I will lodge a complaint with the National Consumer Commission (NCC) because Builders won’t resolve a refund or keeps dragging it out.
IS
Ida S's update16 Dec 2025, 16:53
Reviewer Update
Can you confirm how many times do I have to forward these?
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
I've sent them more than 3 times already and every subsequent Customer Care Consultant communicate different requirements. The initial request was done on the 2nd December to refund me. The refund must reflect by 19 December 2025 or I will lodge a complaint with the National Consumer Commission (NCC) because Builders won’t resolve a refund or keeps dragging it out.
- Bank confirmation details (received)
- Copy of ID (received)
- Completed refund form
I've sent them more than 3 times already and every subsequent Customer Care Consultant communicate different requirements. The initial request was done on the 2nd December to refund me. The refund must reflect by 19 December 2025 or I will lodge a complaint with the National Consumer Commission (NCC) because Builders won’t resolve a refund or keeps dragging it out.
Builders Warehouse's replyOfficial
17 Dec 2025, 08:21Hi Ida,
Thank you for your response.
We've received your documents and have sent them off for the refund to be processed.
We'll be in touch.
Kind regards,
AO
Thank you for your response.
We've received your documents and have sent them off for the refund to be processed.
We'll be in touch.
Kind regards,
AO
Builders Warehouse's reply17 Dec 2025, 08:21
Official
Hi Ida,
Thank you for your response.
We've received your documents and have sent them off for the refund to be processed.
We'll be in touch.
Kind regards,
AO
Thank you for your response.
We've received your documents and have sent them off for the refund to be processed.
We'll be in touch.
Kind regards,
AO