Disappointing delivery service

Today was an example of horrible customer experience from Builders Warehouse Centurion. I ordered some soil and concrete blocks from Builders over the weekend (on the 4th of August 2018). I had been deliberating about the order for a while, because it was quite expensive, but I decided to take the plunge, because I had always had good experiences with Builders Warehouse before and the order showed that my materials would be delivered by Monday (6 August 2018). Excited as I was to begin my project, I made the purchase.

Monday (today) came and I waited anxiously. I had taken time off of work to be home in order to receive my purchase. I phoned in the morning, just before 08:00, to hear if I might find out when the delivery might take place. The call centre operator informed me that they do not have specific delivery times and that it could be any time during the day. I conceded and went back to my c****s around the house. I stayed home all day, not wanting to go to the shops or the gym, in case I missed the delivery.

By 15:50 I was getting worried, and I phoned the call centre again. What followed was an hour of call centre misery. The first person I spoke to was completely inaudible, and after 5 minutes, I had to hang up. The second person was very helpful, and said that she will get in contact with the delivery people and get back to me. The third person phoned me back to inform me that my order will not be delivered today. In fact, she said, online deliveries are only planned on Mondays, and they are then delivered during the rest of the week. This was news to me – seeing as the delivery date on my purchase clearly stated the 6th of August, and the website states that deliveries are made from 08:00 to 17:00 on weekdays – Monday being one of these weekdays. I told her that this was unacceptable, and that it clearly stated that my delivery would happen today – she even read it back to me from their records. I asked how the situation could be remedied and she put me through to the manager. The waiting tone went up for two seconds, and then the call ended. They had hung up on me, before I could get to the manager.

I phone back. First on the number I assume to be the manager’s (a 010 number), which just stayed on the waiting tone. Then, I phone the call centre again. I begin by apologising to the lady, because by this time, I am very angry. She is nice, listens to my story and says that she will try to get hold of the manager for me. She promises to phone back in five minutes. Half an hour goes by, and then she phones back. She has been unable to get hold of the manager but will keep trying.

It is now just after 19:00 on Monday the 6th of August and I am without my much-anticipated purchase, which I paid for to be delivered.

The only reason I decided to make this purchase at Builders Warehouse and not the Chamberlains next door (who incidentally delivers for free), was because I could make the order online. This, it seems, is a gimmick far beyond the capabilities of the management of Builders Warehouse Centurion.

I will phone again tomorrow morning. And if this proves unproductive, I will drive to Builders Warehouse myself, and supervise the delivery of my purchase in the stead of whomever was supposed to do so in the first place.