HA
Hazel A
1 reviews | Active since Jan 2010
09 Sept 2026, 07:40
Cupboard fell onto my daughter, Builders Warehouse response - We cannot guarantee when we will attend to your complaint
I am escalating case 3G860 following the telephone call I received from your agent today.
I was advised that Builders Warehouse cannot guarantee when I will be contacted again or when this matter will be attended to.
This is unacceptable.
I have also received an email stating that case 3G860 has been closed and asking me to rate the service I received.
This is completely inappropriate given that the complaint has not been resolved and I have not agreed to the closure of the case.
This is not a routine product complaint. The cupboard was purchased approximately 6–7 weeks ago and has suffered a serious structural failure.
The internal shelves/fixtures have ripped away from the inner walls, causing the cupboard to fall onto my daughter.
All of the mugs stored in the cupboard were smashed when it fell. Fortunately, my daughter was not physically injured, but the incident was extremely frightening and she remains extremely traumatised by what happened.
Approximately half of the cupboard is still hanging in my kitchen and remains an immediate and ongoing safety hazard. I cannot be expected to leave an unstable cupboard hanging in my home indefinitely while Builders Warehouse is unable to provide a timeframe for attendance.
For clarity, the backboard remains attached to the wall. The failure occurred within the cupboard itself, with the internal components ripping away from the cupboard walls.
I require Builders Warehouse to provide the following in writing:
Confirmation that case 3G860 has been reopened and will remain open until the matter is fully resolved. An open-ended response that Builders Warehouse “cannot guarantee” when I will be contacted is not acceptable. Nor is it acceptable for a case involving a product that has failed within weeks of purchase, fallen onto a child, smashed its contents, caused significant trauma to my daughter and remains partially suspended in my kitchen to be closed and followed by a request to rate the service before the matter has been resolved.
I have retained the cupboard, all failed components and photographic evidence of the failure.
This is an urgent product safety complaint and must be treated accordingly.
Helpful (0)
Replies (13)0
Replies (13)
Builders Warehouse's replyOfficial
09 Sept 2026, 08:30Hi Hazel Ammann,
Thank you for bringing this to our attention, and we sincerely apologize for the distress and frustration caused by this experience.
We understand the seriousness of your complaint and we are relieved to hear that she was not physically injured, but we appreciate the impact this incident has had on your family.
We can confirm that your concerns have been escalated and that your case will remain under investigation until a resolution is reached.
We will be in touch.
Regards,
BB
Regards,
BB
Builders Warehouse's reply09 Sept 2026, 08:30
Official
Hi Hazel Ammann,
Thank you for bringing this to our attention, and we sincerely apologize for the distress and frustration caused by this experience.
We understand the seriousness of your complaint and we are relieved to hear that she was not physically injured, but we appreciate the impact this incident has had on your family.
We can confirm that your concerns have been escalated and that your case will remain under investigation until a resolution is reached.
We will be in touch.
Regards,
BB
Regards,
BB
HA
Hazel A's updateReviewer Update
11 Sept 2026, 08:33It is now 2 full working days later and still I have no confirmation as to when someone is going to come and inspect my cupboard.
This is unacceptable.
This is unacceptable.
Approximately half of the cupboard is still hanging in my kitchen and is an immediate safety hazard. The cupboard has already failed and fallen onto my daughter.
This is an ongoing and entirely avoidable safety risk. Every additional day that Builders Warehouse delays attending creates a risk of another injury occurring.
Builders Warehouse has been placed on notice of this risk. If another injury or damage occurs as a result of this unsafe situation while this complaint is being delayed and I am still waiting for confirmation of when the inspection will take place, Builders Warehouse will be held responsible for having failed to act after being notified of the ongoing safety risk.
I am not prepared to wait any longer while an unstable cupboard remains partially suspended in my kitchen.
I do not require another telephone discussion, another open-ended timeframe or a further explanation that Builders Warehouse cannot guarantee when someone will attend.
The questions regarding transportation, assembly, installation, liability and the cause of the failure can be dealt with as part of the assessment. They do not justify delaying attendance while the cupboard remains in an unsafe condition.
The continued delay is unacceptable. I have still not been given confirmation of when this inspection will take place, despite a full week having passed since my telephone conversation with your representative
This is an ongoing and entirely avoidable safety risk. Every additional day that Builders Warehouse delays attending creates a risk of another injury occurring.
Builders Warehouse has been placed on notice of this risk. If another injury or damage occurs as a result of this unsafe situation while this complaint is being delayed and I am still waiting for confirmation of when the inspection will take place, Builders Warehouse will be held responsible for having failed to act after being notified of the ongoing safety risk.
I am not prepared to wait any longer while an unstable cupboard remains partially suspended in my kitchen.
I do not require another telephone discussion, another open-ended timeframe or a further explanation that Builders Warehouse cannot guarantee when someone will attend.
The questions regarding transportation, assembly, installation, liability and the cause of the failure can be dealt with as part of the assessment. They do not justify delaying attendance while the cupboard remains in an unsafe condition.
The continued delay is unacceptable. I have still not been given confirmation of when this inspection will take place, despite a full week having passed since my telephone conversation with your representative
HA
Hazel A's update11 Sept 2026, 08:33
Reviewer Update
It is now 2 full working days later and still I have no confirmation as to when someone is going to come and inspect my cupboard.
This is unacceptable.
This is unacceptable.
Approximately half of the cupboard is still hanging in my kitchen and is an immediate safety hazard. The cupboard has already failed and fallen onto my daughter.
This is an ongoing and entirely avoidable safety risk. Every additional day that Builders Warehouse delays attending creates a risk of another injury occurring.
Builders Warehouse has been placed on notice of this risk. If another injury or damage occurs as a result of this unsafe situation while this complaint is being delayed and I am still waiting for confirmation of when the inspection will take place, Builders Warehouse will be held responsible for having failed to act after being notified of the ongoing safety risk.
I am not prepared to wait any longer while an unstable cupboard remains partially suspended in my kitchen.
I do not require another telephone discussion, another open-ended timeframe or a further explanation that Builders Warehouse cannot guarantee when someone will attend.
The questions regarding transportation, assembly, installation, liability and the cause of the failure can be dealt with as part of the assessment. They do not justify delaying attendance while the cupboard remains in an unsafe condition.
The continued delay is unacceptable. I have still not been given confirmation of when this inspection will take place, despite a full week having passed since my telephone conversation with your representative
This is an ongoing and entirely avoidable safety risk. Every additional day that Builders Warehouse delays attending creates a risk of another injury occurring.
Builders Warehouse has been placed on notice of this risk. If another injury or damage occurs as a result of this unsafe situation while this complaint is being delayed and I am still waiting for confirmation of when the inspection will take place, Builders Warehouse will be held responsible for having failed to act after being notified of the ongoing safety risk.
I am not prepared to wait any longer while an unstable cupboard remains partially suspended in my kitchen.
I do not require another telephone discussion, another open-ended timeframe or a further explanation that Builders Warehouse cannot guarantee when someone will attend.
The questions regarding transportation, assembly, installation, liability and the cause of the failure can be dealt with as part of the assessment. They do not justify delaying attendance while the cupboard remains in an unsafe condition.
The continued delay is unacceptable. I have still not been given confirmation of when this inspection will take place, despite a full week having passed since my telephone conversation with your representative
HA
Hazel A's updateReviewer Update
11 Sept 2026, 08:58When can I expect a response? I am sick and tired of opened ended responses.
HA
Hazel A's update11 Sept 2026, 08:58
Reviewer Update
When can I expect a response? I am sick and tired of opened ended responses.
HA
Hazel A's updateReviewer Update
11 Sept 2026, 09:23This is again an open ended. Why can you not commit to a time and date... I am not interested in regular updates. I want a confirmed date and time today!
HA
Hazel A's update11 Sept 2026, 09:23
Reviewer Update
This is again an open ended. Why can you not commit to a time and date... I am not interested in regular updates. I want a confirmed date and time today!
Builders Warehouse's replyOfficial
11 Sept 2026, 11:56Hi Hazel,
Thank you for your response.
I'll let our know you've requested specific time and dates.
We will be in touch.
Kind regards,
Builders Social Media Team
Thank you for your response.
I'll let our know you've requested specific time and dates.
We will be in touch.
Kind regards,
Builders Social Media Team
Builders Warehouse's reply11 Sept 2026, 11:56
Official
Hi Hazel,
Thank you for your response.
I'll let our know you've requested specific time and dates.
We will be in touch.
Kind regards,
Builders Social Media Team
Thank you for your response.
I'll let our know you've requested specific time and dates.
We will be in touch.
Kind regards,
Builders Social Media Team
HA
Hazel A's updateReviewer Update
11 Sept 2026, 14:18Again no one has contacted me. The times we're provided on Wednesday 09 September... why are you asking this AGAIN.
I have just gotten off the phone call and AGAIN NO GUARENTEE when someone will come out.
I have just gotten off the phone call and AGAIN NO GUARENTEE when someone will come out.
HA
Hazel A's update11 Sept 2026, 14:18
Reviewer Update
Again no one has contacted me. The times we're provided on Wednesday 09 September... why are you asking this AGAIN.
I have just gotten off the phone call and AGAIN NO GUARENTEE when someone will come out.
I have just gotten off the phone call and AGAIN NO GUARENTEE when someone will come out.
HA
Hazel A's updateReviewer Update
11 Sept 2026, 18:58It is not good enough. Your complaints team has clearly not helped. It is now 5 full days and I am STILL sitting with half a cupboard on my wall.
Stop telling me its with the complaints team. I dont care. I care about when this will be resolved. All im getting from your copy and paste reply is... 1. You dont take any accountability.
2. Aubrey, the store manager, doesnt care.
3. Bongani the area manager refuses to contact me.
4. You dont care that one of your faulty products has caused harm to a child.
5. I have an ongoing safety issue in my house because as per YOUR instructions I may NOT remove the rest of rhe cupboard.
6. You are making your internal issues my problem. I dont care if your store manager hasn't followed your internal processes.
So please do inform me as what you expect of me, since its now 5 days and I an sitting in the exact same position, iust more irritated because the only feed you can provide is "we have escelated".
Which actually means nothing.
Stop telling me its with the complaints team. I dont care. I care about when this will be resolved. All im getting from your copy and paste reply is... 1. You dont take any accountability.
2. Aubrey, the store manager, doesnt care.
3. Bongani the area manager refuses to contact me.
4. You dont care that one of your faulty products has caused harm to a child.
5. I have an ongoing safety issue in my house because as per YOUR instructions I may NOT remove the rest of rhe cupboard.
6. You are making your internal issues my problem. I dont care if your store manager hasn't followed your internal processes.
So please do inform me as what you expect of me, since its now 5 days and I an sitting in the exact same position, iust more irritated because the only feed you can provide is "we have escelated".
Which actually means nothing.
HA
Hazel A's update11 Sept 2026, 18:58
Reviewer Update
It is not good enough. Your complaints team has clearly not helped. It is now 5 full days and I am STILL sitting with half a cupboard on my wall.
Stop telling me its with the complaints team. I dont care. I care about when this will be resolved. All im getting from your copy and paste reply is... 1. You dont take any accountability.
2. Aubrey, the store manager, doesnt care.
3. Bongani the area manager refuses to contact me.
4. You dont care that one of your faulty products has caused harm to a child.
5. I have an ongoing safety issue in my house because as per YOUR instructions I may NOT remove the rest of rhe cupboard.
6. You are making your internal issues my problem. I dont care if your store manager hasn't followed your internal processes.
So please do inform me as what you expect of me, since its now 5 days and I an sitting in the exact same position, iust more irritated because the only feed you can provide is "we have escelated".
Which actually means nothing.
Stop telling me its with the complaints team. I dont care. I care about when this will be resolved. All im getting from your copy and paste reply is... 1. You dont take any accountability.
2. Aubrey, the store manager, doesnt care.
3. Bongani the area manager refuses to contact me.
4. You dont care that one of your faulty products has caused harm to a child.
5. I have an ongoing safety issue in my house because as per YOUR instructions I may NOT remove the rest of rhe cupboard.
6. You are making your internal issues my problem. I dont care if your store manager hasn't followed your internal processes.
So please do inform me as what you expect of me, since its now 5 days and I an sitting in the exact same position, iust more irritated because the only feed you can provide is "we have escelated".
Which actually means nothing.
Builders Warehouse's replyOfficial
12 Sept 2026, 09:03Hi Hazel,
I'm sorry for the delay and for the service received.
I will follow up with our complaints team on this for you.
Kind Regards
Builders Social Media Team
I'm sorry for the delay and for the service received.
I will follow up with our complaints team on this for you.
Kind Regards
Builders Social Media Team
Builders Warehouse's reply12 Sept 2026, 09:03
Official
Hi Hazel,
I'm sorry for the delay and for the service received.
I will follow up with our complaints team on this for you.
Kind Regards
Builders Social Media Team
I'm sorry for the delay and for the service received.
I will follow up with our complaints team on this for you.
Kind Regards
Builders Social Media Team
HA
Hazel A's updateReviewer Update
12 Sept 2026, 12:32Thank you but again no commitment as to when this will be resolved or when I when the inspection is to take place. We are now a week later in the exact same position, is this your standard of service?
You lack of any form of accountability or commitment to a date is nothing short of shameful.
You lack of any form of accountability or commitment to a date is nothing short of shameful.
HA
Hazel A's update12 Sept 2026, 12:32
Reviewer Update
Thank you but again no commitment as to when this will be resolved or when I when the inspection is to take place. We are now a week later in the exact same position, is this your standard of service?
You lack of any form of accountability or commitment to a date is nothing short of shameful.
You lack of any form of accountability or commitment to a date is nothing short of shameful.
Builders Warehouse's replyOfficial
12 Sept 2026, 12:59Hi Hazel,
I understand. Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
I understand. Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
Builders Warehouse's reply12 Sept 2026, 12:59
Official
Hi Hazel,
I understand. Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
I understand. Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
HA
Hazel A's updateReviewer Update
14 Sept 2026, 08:29Another day, a full week and here we are. Let me save you some time and I'l reply on your behalf
"We understand your frustration. Please note we have escalated this to our complaints department."
Since Ive save you some copy and paste time. Please DO NOT reply privately, please advise WHEN your manager either Aubrey or Bongani are coming to inspect.
"We understand your frustration. Please note we have escalated this to our complaints department."
Since Ive save you some copy and paste time. Please DO NOT reply privately, please advise WHEN your manager either Aubrey or Bongani are coming to inspect.
HA
Hazel A's update14 Sept 2026, 08:29
Reviewer Update
Another day, a full week and here we are. Let me save you some time and I'l reply on your behalf
"We understand your frustration. Please note we have escalated this to our complaints department."
Since Ive save you some copy and paste time. Please DO NOT reply privately, please advise WHEN your manager either Aubrey or Bongani are coming to inspect.
"We understand your frustration. Please note we have escalated this to our complaints department."
Since Ive save you some copy and paste time. Please DO NOT reply privately, please advise WHEN your manager either Aubrey or Bongani are coming to inspect.
Builders Warehouse's replyOfficial
14 Sept 2026, 08:43Hi Hazel,
We're sorry for the delay in resolving your complaint.
Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
We're sorry for the delay in resolving your complaint.
Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
Builders Warehouse's reply14 Sept 2026, 08:43
Official
Hi Hazel,
We're sorry for the delay in resolving your complaint.
Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
We're sorry for the delay in resolving your complaint.
Please be advised that the matter is being investigated by our complaints team, and they will keep you updated on your complaint.
Kind regards,
Builders Social Media Team
HA
Hazel A's updateReviewer Update
14 Sept 2026, 09:06This feels like groundhog day. When will someone come to assess? It is 7 days later.
HA
Hazel A's update14 Sept 2026, 09:06
Reviewer Update
This feels like groundhog day. When will someone come to assess? It is 7 days later.