Building Nothing

On 21st July I placed an online order with Builders Warehouse City for a Ryobi JP-245L Jointer Planer with delivery, which according to the Builders website, they had in stock.

The following dayI was called to say that they didn't actually have the item in stock, but they would source another and get that to me.

On Friday, 24th July I contacted Builders using the chat tool on their website to find out when I could expect to receive the item and was told Monday or Tuesday the following week.

By Wednesday the next week I had not received the item nor had I been contacted by Builders with any explanation. I contacted them again by email and through their contact form on the website,

Late on Thursday, 30th July, the item was delivered. The following day I unpacked the item and set it up: it is faulty and does not turn on. I contacted Builders on ***that day to say that the item was faulty and that they needed to arrange to collect and replace the item, as I had already paid for delivery. The person I spoke to said they would contact the store.

On Monday, 3rd August, I was contacted by Builders to say that they had spoken to the store and that the Manager of Builders Warehouse City would contact me directly to arrange collection.

It is now Wednesday, 5th August, no one has contacted me. I have phoned the contact number given for the store, ***, twice, the first time, after coming off hold music, no one was talking at the other end, I could hear background noise, then the call was cut off. The second time, I got to speak to someone, who said he would look into the matter and put me on hold, a couple of minutes later I was cut off again.

This is the most appalling customer service I have received, ever. Over the years I have spend thousands of Rands at Builders. How can you expect to maintain customer loyalty when you treat customers like this? At a time when we are supposed to be minimising social contact, your online ordering system and customer service are shocking. Am I now forced to pack the item up, take it back to the store and sort out a replacement?

Come on now, get your act together.