disappointing experience I have had with your online platform and in-store service.

Dear Builders Warehouse Customer Care,

I am writing to formally raise a complaint regarding a very disappointing experience I have had with your online platform and in-store service. On several occasions this past week, I attempted to purchase promotional items online. While three of these items reflected as being on promotion, when added to the cart the discount was not app****, and the items were displayed at full price. After calling your customer service line, only one item was corrected and reflected the proper promotional savings. Unfortunately, the other two items were not resolved despite repeated follow-ups.

Between Monday and Thursday, I made several calls and was assured each time that the matter had been escalated to head office and that I would receive a call back. This never happened. Due to time sensitivity on my building project, I eventually had to proceed with the rest of my order, leaving the unresolved promotional items aside.On Friday, I was advised again that the issue was not resolved and was advised to do the purchase instore.

Over the weekend, I visited Builders Warehouse Springfield Park, only to be told that the toilet pan was still reflecting at R2,999 instead of the promotional price, and the manager was not available to assist. The shower column was also out of stock. I was then referred to Builders Riverhorse, where I faced the exact same problem: the toilet pan still reflected at full price and the shower column was unavailable. This situation has caused me unnecessary inconvenience, wasted petrol driving between stores, wasted time, and great frustration. To make matters worse, I ultimately had to pay the full price of R2,999 for the toilet pan, even though it was clearly advertised as a promotional item. To date, I have spent over R40,000 on my online order with Builders Warehouse, and I find it extremely disappointing that such a large purchase is treated with little regard for customer service. The repeated promises of call-backs that never happen, the conflicting information, and the lack of accountability are unacceptable. I am therefore requesting the following: Immediate reimbur*****t of the promotional discount I should have received on the toilet pan. Clear confirmation of the promotional pricing on the shower column and availability, so I can purchase it at the correct price. A written explanation as to why this issue was not resolved despite numerous follow-ups. Confirmation that corrective measures will be taken to prevent this from happening to other customers. I trust that Builders Warehouse will take this matter seriously and address it without further delay. Should I not receive a satisfactory response within 7 business days, I will have no choice but to escalate my complaint to the Consumer Goods and Services Ombud.

I look forward to your urgent response.

Andile Ngidi