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Siyabonga B

1 reviews | Active since Jun 2021

21 Mar 2026, 21:43

Builders Warehouse – Takes Customer Money but Refuses to Honour Legal Obligations

Since July 2025, Builders Warehouse has held my money while leaving me with a defective product. I have been ignored via email, and I have been publicly **** to on this very platform. Three times I have posted here, and three times Builders Warehouse has responded with a hollow "we will reach out" promise, only to go silent the moment the public eye is off them. This is daylight *******.

These are not mistakes, this is a pattern of deliberate dishonesty in a public forum.

The broken product has still not been collected. I still have not received an exchange or a refund. I have been waiting for nearly a year.

Builders Warehouse, you have had every opportunity to resolve this. Instead, you have chosen to ignore a paying customer, post empty promises publicly to protect your reputation, and do absolutely nothing behind the scenes.

I am demanding immediate action: collect the faulty product and replace it or refund me in full — without further delay, without another hollow promise. If this is not resolved urgently, I will be escalating this to the Consumer Goods & Services Ombud and the National Consumer Commission under the Consumer Protection Act.

This is your last opportunity to do right by your customer.

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Replies (7)
Builders Warehouse
Builders Warehouse's reply22 Mar 2026, 08:21
Official
Hi Siyabonga,

Thank you for contacting us.

We're sorry for the delay and for the service you've received.

We'll look into this and will get back to you as soon as possible with feedback.

Regards,
BB


SB
Siyabonga B's update28 Mar 2026, 21:26
Reviewer Update
Since posting this review, I was contacted by Bianca Trussel from their Customer Service team. Despite me clearly stating that this item was purchased online, she has again insisted that I return it to a physical store. This is not only inconvenient, it is against my rights as an online consumer under the Consumer Protection Act. For online purchases, the supplier is obligated to arrange collection of a defective product.

This is a blatant attempt to ignore the fact that Order *** was an ONLINE order for which I paid a delivery fee. I have been telling them this for months, yet they continue to demand that I do their logistics work for them. Even raised the issue on this platform and followed up a couple of times, and the emails I have been sending that have gone with no responses.

I am not a delivery service for Builders Warehouse. You sold a broken product online; you must collect it. I am demanding a courier collection and a full refund/exchange immediately. Stop trying to push your online failures onto me as a "store return" issue.
Builders Warehouse
Builders Warehouse's reply29 Mar 2026, 09:21
Official
Hi Siyabonga, 

I'm sorry for the experience you've had. 

I'll have this matter escalated for you. 

Regards
KD 
SB
Siyabonga B's update29 Mar 2026, 16:16
Reviewer Update
I have now been contacted a second time, by Andrea from the Complaints department. She informed me that Builders Warehouse expects me to return the defective item to the Manzimtoti store. I have never been to Durban. I ordered this item online, from Cape Town. I have never even seen this light in person — it was delivered to my home and found to be defective. I asked Andrea if I should book a flight to return it. She had no answer.

Builders Warehouse claims their process is to contact the supplier and have the customer bring the item to store. I have no agreement with their supplier — I don’t even know who the supplier is. My contract is with Builders Warehouse, and they have failed to honour it. Under the Consumer Protection Act, this obligation falls on them, not me.

Andrea said she would speak to the store manager again. I have heard this before. I am not holding my breath.

Let’s be clear: Order *** was an online purchase delivered to my home. I have no contract with your "supplier"; my contract is with Builders Warehouse.

Andrea’s claim that "Builders works differently" is a direct violation of the Consumer Protection Act. You sold a defective product; you are legally obligated to collect it. I will not be booking a flight for a light fixture. This is my final notice: Collect the item from the delivery address or I am filing a formal complaint with the National Consumer Commission tomorrow.

Builders Warehouse
Builders Warehouse's reply30 Mar 2026, 11:23
Official
Hi Siyabonga,

Thank you for your response.

We'll notify our team of your feedback, and we will be in touch.

Regards,
BB
SB
Siyabonga B's update07 Apr 2026, 05:53
Reviewer Update
On Thursday I received a third call, from the complaints department, I can’t remember the guy’s name. He suggested that perhaps a family member at home could return the item to the store. My family should not have to spend their own money to correct Builders Warehouse’s mistake. I paid a delivery fee when I purchased this item online — that alone proves this was an online purchase that warrants a collection.

He then asked why I didn’t return the item sooner. I have been sending emails since August last year. Emails that were ignored. That question is an insult.

He then asked for the contact details of someone at home so they can arrange the collection, and I gave him my brother’s number, and today is Tuesday, my brother hasn’t been contacted still.

I have documentary proof — emails dating back to 16 August 2025 — formally requesting collection of the faulty item, just weeks after delivery on 23 July 2025. By 26 August I was already chasing a response. It is now April 2026. Eight months of emails. Eight months of silence. And when they finally do call, it is only to tell me to return the item myself.
Builders Warehouse
Builders Warehouse's reply07 Apr 2026, 08:22
Official
Hi Siyabonga,

Thank you for your response.

We'll follow up with our team for feedback. 

We will be in touch.

Regards,
BB