SE
Simon E
1 reviews | Active since Jun 2020
12 Jun 2020, 20:30
City Branch
When I read the reviews there seems to be a common theme happening here. I wanted to purchase a gas heater a couple of weeks ago, so rang my nearest branch to enquire about a particular brand of heater which was showing 7 in stock, It just so happened that they were just selling the last one to a customer in store as I was calling and recommended that I should purchase online as they would be getting more stock. I went ahead the other day and purchased the last one in stock online as requested. I then got a response to say that I could only collect in 5 days? I called to ask why it was having to take 5 days as the item was already purchased and in the store, apparently it was down to regulations with covid19 and that they did not want the store packed with customers, so what if the store was packed on the 5th day for my collection? Eventually I got a SMS right after my phone call to say it was ready for me to collect? So the following day I went to collect. Only to be told by staff I should not have been in the store to collect my item as it was classed as a Covid19 and it was to be delivered. Finally they let me have it, but when I got to use it I found it would not work so I took it back, only to be given a credit note and told to go into the store and get another one, which I know full well they did not have any left in stock. To my surprise a staff member actually told me that the item I purchased on line was sold to a customer after my online purchase and that I was given a known faulty item in its place that was on the shop floor!! He did go to check if any stores did have stock and Cape Gate had 3. But it was left to me to do the chasing around and making calls to which they did not answer, I was either cut off or passed from one person to another. I have now found that you can disregard the online stock and forget about trying to call as there seems to be no one interested in the slightest. So that's two trips made and fobbed off with a credit note, with no assistance or a replacement item. Badly run company.
Helpful (0)
Replies (8)0
Replies (8)
Builders Warehouse's replyOfficial
13 Jun 2020, 16:28Hi Simon,
Thanks for your feedback.
I am sorry to hear the above, this isn't the kind of experience we want from any of our customers. I want you to know that we don't take this lightly and would like to have this addressed effectively. We will do our best to ensure we improve our service going forward.
Please send me a private reply with your order, contact and email details. Let us have a look into this for you with our team to ensure it never happens again.
Looking forward to your reply to further assist.
Regards,
Joshua
Thanks for your feedback.
I am sorry to hear the above, this isn't the kind of experience we want from any of our customers. I want you to know that we don't take this lightly and would like to have this addressed effectively. We will do our best to ensure we improve our service going forward.
Please send me a private reply with your order, contact and email details. Let us have a look into this for you with our team to ensure it never happens again.
Looking forward to your reply to further assist.
Regards,
Joshua
Best regards,
Builders Warehouse's reply13 Jun 2020, 16:28
Official
Hi Simon,
Thanks for your feedback.
I am sorry to hear the above, this isn't the kind of experience we want from any of our customers. I want you to know that we don't take this lightly and would like to have this addressed effectively. We will do our best to ensure we improve our service going forward.
Please send me a private reply with your order, contact and email details. Let us have a look into this for you with our team to ensure it never happens again.
Looking forward to your reply to further assist.
Regards,
Joshua
Thanks for your feedback.
I am sorry to hear the above, this isn't the kind of experience we want from any of our customers. I want you to know that we don't take this lightly and would like to have this addressed effectively. We will do our best to ensure we improve our service going forward.
Please send me a private reply with your order, contact and email details. Let us have a look into this for you with our team to ensure it never happens again.
Looking forward to your reply to further assist.
Regards,
Joshua
Best regards,
SE
Simon E's updateReviewer Update
14 Jun 2020, 15:45Item Order No: *** Delonghi 3 panel gas heater
Cell No: ***
Email: ***
Above are my details that you requested.
As already mentioned I was not happy to see that my item was actually sold on to a customer in store and that there was a faulty one brought back to the shop floor which was sold onto me in its place.
Was it in the hope that Builders Warehouse were selling me a known faulty item thinking that I would not make a fuss?
Only one panel out of the 3 would work and you could see that the item had previously been used, it was obvious that the box it came in was just re-taped!!
I only got to know the story behind all of this from one of the staff members in the store!
I see I am not the only one this has happened to looking at other reviews, seems very common that ordering online means you will not get your item. though in my case I got the item but a faulty return. Was this another reason for an initial 5 day wait to collect it?
Cannot understand why you bother with an ordering system online if customers who are in the store get to purchase the item(s) afterwards. Obviously a system flaw (failure) all round.
I was the one who had to do all the running around to try and get a replacement having been told that 3 were in stock at Cape Gate. Trying to get through to the store is a mission and you just get passed from one person to the next, then eventually cut off and no return of call.
I will need to go back to the City store with the credit note to have my monies but back onto my card, hope I get no problem there like I have already, because I have seen other comments elsewhere where customers like myself have had trouble getting their money back!!
Cell No: ***
Email: ***
Above are my details that you requested.
As already mentioned I was not happy to see that my item was actually sold on to a customer in store and that there was a faulty one brought back to the shop floor which was sold onto me in its place.
Was it in the hope that Builders Warehouse were selling me a known faulty item thinking that I would not make a fuss?
Only one panel out of the 3 would work and you could see that the item had previously been used, it was obvious that the box it came in was just re-taped!!
I only got to know the story behind all of this from one of the staff members in the store!
I see I am not the only one this has happened to looking at other reviews, seems very common that ordering online means you will not get your item. though in my case I got the item but a faulty return. Was this another reason for an initial 5 day wait to collect it?
Cannot understand why you bother with an ordering system online if customers who are in the store get to purchase the item(s) afterwards. Obviously a system flaw (failure) all round.
I was the one who had to do all the running around to try and get a replacement having been told that 3 were in stock at Cape Gate. Trying to get through to the store is a mission and you just get passed from one person to the next, then eventually cut off and no return of call.
I will need to go back to the City store with the credit note to have my monies but back onto my card, hope I get no problem there like I have already, because I have seen other comments elsewhere where customers like myself have had trouble getting their money back!!
SE
Simon E's update14 Jun 2020, 15:45
Reviewer Update
Item Order No: *** Delonghi 3 panel gas heater
Cell No: ***
Email: ***
Above are my details that you requested.
As already mentioned I was not happy to see that my item was actually sold on to a customer in store and that there was a faulty one brought back to the shop floor which was sold onto me in its place.
Was it in the hope that Builders Warehouse were selling me a known faulty item thinking that I would not make a fuss?
Only one panel out of the 3 would work and you could see that the item had previously been used, it was obvious that the box it came in was just re-taped!!
I only got to know the story behind all of this from one of the staff members in the store!
I see I am not the only one this has happened to looking at other reviews, seems very common that ordering online means you will not get your item. though in my case I got the item but a faulty return. Was this another reason for an initial 5 day wait to collect it?
Cannot understand why you bother with an ordering system online if customers who are in the store get to purchase the item(s) afterwards. Obviously a system flaw (failure) all round.
I was the one who had to do all the running around to try and get a replacement having been told that 3 were in stock at Cape Gate. Trying to get through to the store is a mission and you just get passed from one person to the next, then eventually cut off and no return of call.
I will need to go back to the City store with the credit note to have my monies but back onto my card, hope I get no problem there like I have already, because I have seen other comments elsewhere where customers like myself have had trouble getting their money back!!
Cell No: ***
Email: ***
Above are my details that you requested.
As already mentioned I was not happy to see that my item was actually sold on to a customer in store and that there was a faulty one brought back to the shop floor which was sold onto me in its place.
Was it in the hope that Builders Warehouse were selling me a known faulty item thinking that I would not make a fuss?
Only one panel out of the 3 would work and you could see that the item had previously been used, it was obvious that the box it came in was just re-taped!!
I only got to know the story behind all of this from one of the staff members in the store!
I see I am not the only one this has happened to looking at other reviews, seems very common that ordering online means you will not get your item. though in my case I got the item but a faulty return. Was this another reason for an initial 5 day wait to collect it?
Cannot understand why you bother with an ordering system online if customers who are in the store get to purchase the item(s) afterwards. Obviously a system flaw (failure) all round.
I was the one who had to do all the running around to try and get a replacement having been told that 3 were in stock at Cape Gate. Trying to get through to the store is a mission and you just get passed from one person to the next, then eventually cut off and no return of call.
I will need to go back to the City store with the credit note to have my monies but back onto my card, hope I get no problem there like I have already, because I have seen other comments elsewhere where customers like myself have had trouble getting their money back!!
SE
Simon E's updateReviewer Update
15 Jun 2020, 20:46I did respond to the email that you sent me, unfortunately it did not accept my reply and was bounced back as a failure notice, so your email info@........ does not accept replies.
I will go with a replacement for now but it has to be a known working item and in a brand new condition. But this is now coming up to a week since I returned the item and nothing much as happened!!
And I have searched all the local branches online and none have stock despite Cape Gate branch saying they had 3, but ended up having none.
What does concern me is when I see other customers having to wait weeks for an order made online and are still waiting on a delivery!!
So if nothing happens regarding a replacement found and delivered within the 7/8 days that I have left on my credit note then I will need to come into the store for a refund!!
I will go with a replacement for now but it has to be a known working item and in a brand new condition. But this is now coming up to a week since I returned the item and nothing much as happened!!
And I have searched all the local branches online and none have stock despite Cape Gate branch saying they had 3, but ended up having none.
What does concern me is when I see other customers having to wait weeks for an order made online and are still waiting on a delivery!!
So if nothing happens regarding a replacement found and delivered within the 7/8 days that I have left on my credit note then I will need to come into the store for a refund!!
SE
Simon E's update15 Jun 2020, 20:46
Reviewer Update
I did respond to the email that you sent me, unfortunately it did not accept my reply and was bounced back as a failure notice, so your email info@........ does not accept replies.
I will go with a replacement for now but it has to be a known working item and in a brand new condition. But this is now coming up to a week since I returned the item and nothing much as happened!!
And I have searched all the local branches online and none have stock despite Cape Gate branch saying they had 3, but ended up having none.
What does concern me is when I see other customers having to wait weeks for an order made online and are still waiting on a delivery!!
So if nothing happens regarding a replacement found and delivered within the 7/8 days that I have left on my credit note then I will need to come into the store for a refund!!
I will go with a replacement for now but it has to be a known working item and in a brand new condition. But this is now coming up to a week since I returned the item and nothing much as happened!!
And I have searched all the local branches online and none have stock despite Cape Gate branch saying they had 3, but ended up having none.
What does concern me is when I see other customers having to wait weeks for an order made online and are still waiting on a delivery!!
So if nothing happens regarding a replacement found and delivered within the 7/8 days that I have left on my credit note then I will need to come into the store for a refund!!
Builders Warehouse's replyOfficial
16 Jun 2020, 08:39 Hi Simon, I’ve been in touch with our management team who tried reaching you yesterday. We’ve got one heater set aside for you at our City branch if you’d still like one, please review to Ridhaa or Gerald who tried contacting you. I’ve also made our branch manager aware of your experience to ensure that we improve our service. Looking forward to your reply to further assist.
Regards,
Joshua
Regards,
Joshua
Best regards,
Builders Warehouse's reply16 Jun 2020, 08:39
Official
Hi Simon, I’ve been in touch with our management team who tried reaching you yesterday. We’ve got one heater set aside for you at our City branch if you’d still like one, please review to Ridhaa or Gerald who tried contacting you. I’ve also made our branch manager aware of your experience to ensure that we improve our service. Looking forward to your reply to further assist.
Regards,
Joshua
Regards,
Joshua
Best regards,
SE
Simon E's updateReviewer Update
17 Jun 2020, 16:05Yes Gerald has been in touch this morning 10am to say the item was being delivered today, I have been in all day but no delivery. Did tell Gerald that if the driver was to get lost to ring me and I would wait outside. So I'm not sure what's happened.
SE
Simon E's update17 Jun 2020, 16:05
Reviewer Update
Yes Gerald has been in touch this morning 10am to say the item was being delivered today, I have been in all day but no delivery. Did tell Gerald that if the driver was to get lost to ring me and I would wait outside. So I'm not sure what's happened.
Builders Warehouse's replyOfficial
18 Jun 2020, 14:37Hi Simon,
Hope you're doing well.
I tried reaching you on *** , have you received your delivery? I was in touch with Gerald who assured me that it would be done today.
Looking forward to your private reply.
Regards,
Joshua
Hope you're doing well.
I tried reaching you on *** , have you received your delivery? I was in touch with Gerald who assured me that it would be done today.
Looking forward to your private reply.
Regards,
Joshua
Best regards,
Builders Warehouse's reply18 Jun 2020, 14:37
Official
Hi Simon,
Hope you're doing well.
I tried reaching you on *** , have you received your delivery? I was in touch with Gerald who assured me that it would be done today.
Looking forward to your private reply.
Regards,
Joshua
Hope you're doing well.
I tried reaching you on *** , have you received your delivery? I was in touch with Gerald who assured me that it would be done today.
Looking forward to your private reply.
Regards,
Joshua
Best regards,
SE
Simon E's updateReviewer Update
19 Jun 2020, 14:02Yes I received the item yesterday. Just had a glitch with the heater in which I tried contacting Delonghi, unfortunately I was cut off twice so was unable to get through to their service department.
Anyway I finally sorted it out this morning through other means so everything is fine now, hence why my reply was delayed, just wanted to make sure everything was working well with the heater.
Anyway I finally sorted it out this morning through other means so everything is fine now, hence why my reply was delayed, just wanted to make sure everything was working well with the heater.
SE
Simon E's update19 Jun 2020, 14:02
Reviewer Update
Yes I received the item yesterday. Just had a glitch with the heater in which I tried contacting Delonghi, unfortunately I was cut off twice so was unable to get through to their service department.
Anyway I finally sorted it out this morning through other means so everything is fine now, hence why my reply was delayed, just wanted to make sure everything was working well with the heater.
Anyway I finally sorted it out this morning through other means so everything is fine now, hence why my reply was delayed, just wanted to make sure everything was working well with the heater.
Builders Warehouse's replyOfficial
20 Jun 2020, 22:40Hi Simon,
Thanks for your reply.
I'm really glad to hear you've been sorted out with your heater, please feel free to give us a shout if you need anything else.
Hope you have a wonderful day tomorrow.
Regards,
Joshua
Thanks for your reply.
I'm really glad to hear you've been sorted out with your heater, please feel free to give us a shout if you need anything else.
Hope you have a wonderful day tomorrow.
Regards,
Joshua
Best regards,
Builders Warehouse's reply20 Jun 2020, 22:40
Official
Hi Simon,
Thanks for your reply.
I'm really glad to hear you've been sorted out with your heater, please feel free to give us a shout if you need anything else.
Hope you have a wonderful day tomorrow.
Regards,
Joshua
Thanks for your reply.
I'm really glad to hear you've been sorted out with your heater, please feel free to give us a shout if you need anything else.
Hope you have a wonderful day tomorrow.
Regards,
Joshua
Best regards,