Collection refused, after receiving confirmation

I am writing to express my dissatisfaction and frustration with the handling of my recent order at Builders Warehouse, placed on the 13th of December 2024. The order was confirmed and paid for, with the understanding that I would be able to collect the goods from the Tableview store, where stock was confirmed. However, I have experienced numerous issues that need urgent attention and resolution.

The store has refused to honour my order, citing an alleged mispricing issue. This is completely unacceptable, especially as I have already paid for the goods and the order was confirmed both by email and phone. According to Builders Warehouse’s Terms and Conditions, an agreement of sale is concluded once payment has been made AND the products have been either delivered or handed over for collection. The confirmation email I received serves as written confirmation of this agreement, and the stock was confirmed by phone. Furthermore, under the Consumer Protection Act (CPA), once an order is confirmed, it constitutes a legally binding contract. This means that I am entitled to the goods I paid for, and Builders Warehouse is legally obligated to fulfill the order as agreed. Refusing to honour the order due to a pricing issue is a clear violation of this agreement. Additionally, under the Electronic Communications and Transactions Act (ECT Act), the order confirmation and payment acceptance created a binding contract, irrespective of any pricing error.

I have learned that other customers, both in-store and via click-and-collect, have received their items at the discounted price, despite similar mispricing claims. There is evidence on social media of these customers collecting their goods without issue. This contradictory treatment is extremely frustrating and unfair, as I have been denied the same opportunity. Despite fulfilling all the requirements of the transaction, I have been unfairly denied my paid-for items.

I have made no fewer than 18 calls to the Tableview store in an attempt to resolve this issue, but none were answered. The Trade Manager, Coenrad Burger, failed to return my calls, despite multiple attempts. When I visited the store on the 14th of December, Mr. Burger acknowledged that my order was still active, which contradicts the initial claim that the order could not be fulfilled due to a mispricing issue. His lack of communication and unresponsiveness is highly unprofessional. I was also subjected to dismissive behaviour from Ettiene Du Tiot, who called me "unreasonable" for expecting the goods I had already paid for, especially when other customers had already collected their items. Such behaviour is completely unprofessional and unacceptable. I am well within my rights to expect the fulfilment of my order, as per both the CPA and the ECT Act.

In light of the above, I request that my order be immediately fulfilled as per the original agreement, without further delay. I also expect a full explanation as to why my order was treated differently from other customers who successfully collected their items. Please note that I am fully aware of my rights under the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECT Act), and the Consumer Goods and Services Ombud (CGSO). If this matter is not resolved promptly and to my satisfaction, I will have no choice but to file a formal complaint with the CGSO and consider legal action to protect my rights. I look forward to a prompt resolution and expect a response within the next 48 hours. Should this not be forthcoming, I will be forced to take further steps to ensure my consumer rights are upheld.