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Isaac H

1 reviews | Active since Oct 2018

03 Oct 2018, 17:38

Builders Warehouse “Special”

10 L Duram White paint is on special for R348. I bought this last week after the staff advised me that this will be enough for what I wanted. I Went back today because I needed more. They don’t have 10 L in stock so they expected me to pay R315 per 5 L (x2) R630 for 10 L when you have special for R348? Called for the store manager. He wasn’t there even though the store was opened for another hour. The admin manager then offered me a “discount” - R200 per 5 L. He insisted that this was a good price and that he couldn’t go lower. Why would I pay R400 for 10 L at a store that sells 10 L for R348?

There was no care for the customer. Not even: “I’ll have stock on whatever day. Come back then” Instead I was asked to pay more for something that the very store sells at a cheaper price; and was told that the store manager is not available and that I cannot have his number.

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Replies (2)
Builders Warehouse
Builders Warehouse's reply03 Oct 2018, 17:46
Official

Hi Isaac

I'm sorry for the service received when visiting store.

I can understand that you would like to have this matter resolved as soon as possible.

I will be calling you shortly with regards to this.

Kind Regards

Kurt Damons

Best regards,

IH
Isaac H's update04 Oct 2018, 15:09
Reviewer Update
The store manager called me. He agrees that the deal the admin manager gave me was good. He also says that ‘the matter was handled’ and thats why he (the admin manager) didn’t escalate it higher. It is also apparently Builders policy to not allow the customer to talk to anyone higher (Reigional, etc.) - the duty manager will decide if the matter was resolved or not which shuts the customer off. The Duty manager also stated that he asked me to come back tomorrow (today) which he never did. The store manager, who wasn’t present, also insists that the duty manager did ask me to come back so I’m a ****. The apology from the store manager seemed forced and as if he was reading from a script. Not a care in the world that a customer may go to competitor or that someone that visited his store is unhappy with the service. I’ll probably get my paint at another store. I wasn’t looking for an apology - all I wanted was an assurance that the next time I visit the closest Builders Warehouse to my home; I would get decent service.