Complaint Regarding Delayed and Incorrect Delivery

Dear Builders Warehouse Gezina Management, I am writing to express my dissatisfaction with the service I received regarding my recent purchase and delivery. On July 30, 2024, at 10:13 AM, I purchased tiles, cement, and other materials from your store. The cashier informed me that, since it was before 12:00 PM, my order might be delivered the same day, or at the latest, on July 31, 2024. On July 31, 2024, I made my first call to 0860 533 to follow up on my delivery. I was told that the branch was waiting for the truck to return. At 12:02 PM, I called again and received the same response. At 2:10 PM, I tried once more, but with no luck. The call centre transferred me to the branch, where I was on hold for more than 10 minutes without assistance. I requested to speak to a manager, but was told there was no manager available. Frustrated, I decided to drive to the store while still on the phone, totalling 24 minutes on one call without any resolution. Eventually, I was assisted by an individual who claimed to be a manager, although his name tag did not indicate this. He attempted to get Barend from the dispatch department to assist, but Barend refused and stated that my stock would only be delivered on August 1, 2024. This is completely unacceptable as it was agreed and communicated that I would receive my order on July 31, 2024. I decided to speak to Barend myself, but found him to be extremely arrogant and unhelpful. It seems this store only has one delivery truck, which is highly inefficient. The truck finally arrived at my house at 4:30 PM without any prior notification. Upon inspection, I discovered that the tiles on the truck were 60x60, whereas I had ordered 120x60. I had to call the call centre again, and was transferred to the branch. When I requested to speak to Barend, I was told he was busy and could not speak to me. As of 4:56 PM on July 31, 2024, I have not received my tiles. I had arranged for my tiler to be at my place on this date and had to pay him for no work done. I will now have to cancel him for August 1, 2024, as I still have not received my tiles. The arrogance of the staff in the store is mind-blowing, and I cannot understand how there is no manager available at any given time. This experience has been extremely frustrating and has caused significant inconvenience and financial loss. I expect immediate resolution to this matter, including the correct delivery of my tiles and compensation for the inconvenience and additional costs incurred. Sincerely, Andre Du Raan