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AB
Antonio B

1 reviews | Active since Apr 2010

23 Jul 2024, 16:05

CUSTOMER SERVICE IS NON-EXISTENT AT BUILDERS ON-LINE

I placed an order on-line with Builders on 17 July 2024 for R10,322.60.

The delivery indication was 2 - 5 days.

Today [23 July], I received a notification that some items in my order were cancelled. I phoned the 0860 number at 10h56 this morning to enquire as to when I could expect delivery of the remaining items. I was told that the system indicated the 6th of August. I told her that this is totally unacceptable. The lady to whom I spoke informed me that she was crating a “ticket” and that someone would phone me back within 2 hours. No one phoned me back.

At 15h36, I phoned the 0860 number again. This time I was put through their store in Queenstown from where the order is apparently originating. I spoke to Jerome who took down my name and number and informed me that he was going to check on my order and phone me back in “ten minutes”. Well “10 minutes” have come and gone and just like this morning I will not hold my breath that I will get a call back.

This order was the second this month. On 5 July I placed an order for R11,796.00 which has been delivered.

These were the two last orders that I will place with Builders on-line.

It is not worth the frustration of the lack of feedback regarding the delivery.

I have had enough of being ignored by Builders!

0
Replies (8)
Builders Warehouse
Builders Warehouse's reply23 Jul 2024, 16:09
Official
Hi Antonio, 

I'm sorry for the experience you've had and the service received.

Please allow me to follow up on this for you and I will keep you updated.

Kind Regards
KD 
AB
Antonio B's update23 Jul 2024, 17:13
Reviewer Update
Sad that one has to post on hellopeter in order NOT TO BE ignored by Builders
Builders Warehouse
Builders Warehouse's reply23 Jul 2024, 17:21
Official
Hi Antonio,

Thank you for taking my call today and once again I'm so sorry for the service received.

As discussed, I am following up on this for you and will keep you posted.

Have a good evening.

Kind Regards
KD 
AB
Antonio B's update26 Jul 2024, 11:05
Reviewer Update
YET MORE FALSE PROMISES FROM BUILDERS

Following my negative review above, I received a call from KD [who commented on my review].

He “talked the talk” and seemed genuinely interested in sorting out my issue.

He told me on the 23rd that he was going to follow up and WILL PHONE ME with the information.

He had me completely fooled into believing that he was indeed going to “keep me posted”.

But, true to my recent experience with Builders, just one more false promise.

Today, 3 days after the “promised” feedback I am still waiting for the answer to my question:

WHEN IS THE ORDER THAT I PLACED WITH BUILDERS ON 17 JULY 2024 BEING DELIVERED?

AB
Antonio B's update28 Jul 2024, 11:12
Reviewer Update
GETTING hellopeter REVIEWS MIXED UP

Yesterday [27 July] I received an email from a Sales manager at Builders.It stated: “I have received the trailing complaint and would like to assist you."

Unfortunately, although the email was sent to me, IT WAS NOT MEANT FOR ME.
It was meant for a Mr RG who also posted another negative [Builders] hellopeter review.

The Builders “ticket” [***] listed Mr RG’s name and cellular phone number but my email address.

This further highlights the level of communication that I have experienced recently from Builders.
Builders Warehouse
Builders Warehouse's reply28 Jul 2024, 11:21
Official
Hi Antonio,

Apologies for the delay.

We are currently awaiting feedback, and will update you once feedback is given.

Kind Regards
SM.
AB
Antonio B's update29 Jul 2024, 09:36
Reviewer Update
Ha Ha Ha
That is what your colleague Kurt Damons told me a week ago.
How long does it take you guys to get information on a delivery for an order placed 2 weeks ago?
AB
Antonio B's update31 Jul 2024, 12:41
Reviewer Update
On Monday 29 July, I got tired of being ignored (*) by Builders customer services [their 0860 number], by Jerome at Builders Express in Queenstown, by Kurt Damons and SM [part of the social media team who respond to these reviews].

I decided to contact Chris Carthew, General manager at Builders Warehouse in Gqeberha.

It was a cry for help as Builders Warehouse in Gqeberha had nothing to do with my on-line order.
Chris has helped me in the past as I also have properties in Gqeberha.

I contacted Chris Carthew on Monday 29 July.
The following day my order was delivered.

(*) ignored = unfulfilled promises to come back to me with feedback to my simple question: When can I expect my order to be delivered? The original estimated delivery was 2 to 5 days from 17 July.