NG
Nikki G

1 reviews | Active since Nov 2015

30 Dec 2024, 11:16

Disgusted and Extremely Disappointed

After looking for a stove online I came across a stove for the price of R2199 on the Builders site. I then made the purchase on 14th December 2024, and all was confirmed with delivery stating in 2 – 5 days delivery. I then gave it sometime as I knew it was festive and after day 6, I called the builders contact number enquiring when I would receive my order, the first lady then advised that my delivery was due on the 19th of December she would just need to confirm what the problem might be, and she would then call me back. After 2 hours of no response to which I then called again the gentleman then advised he would need to call the branch and advise. After another 2 hours no response to which I then called again to which the gentleman advised the branch would call me. After an hour a gentleman from the Helderberg branch called me advising me that unfortunately they do have stock but were not able to deliver as the price was incorrect and they have amended it online, and they do not take any responsibility for incorrect pricing. Like HELLO this is Builders Warehouse and not some tuck shop on the side of the road. How did the incorrect price become my fault and after 6 days of no response from Builders to inform me about incorrect pricing I was under the impression that all was in order. So, are you trying to tell me if I never made that phone call that I would still be waiting? I then told the gentleman I will not accept that response to which he said a manager would call me. A very rude lady saying she was the manager then called me saying that they will not be delivering the stove as the price was incorrect and I should read builders T&C’s that state they do not take responsibility for incorrect pricing, and she would be sending it to me on WhatsApp. The Saturday I then received a call from Builders call center advising that the store and supplier is out of stock, and would I be willing to wait to which I then advised I would. Then yesterday I receive the fund back in my account with no explanation or compensation for the inconvenience caused by Builders as who doesn’t need their oven or stove over the festive period and since when was it mine as the customers fault for your pricing error and why did I have to call after my order and nobody inform me within the first few day about the error and then after me calling them just tell me sorry we won't deliver because of a error you made? Also isn't Builders Builders?? How is the call centre not aware of an errors and advising my order was scheduled and also then calling me to saying no stock am I willing to wait but on the other side I'm getting a different response?

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Replies (5)
Builders Warehouse
Builders Warehouse's reply30 Dec 2024, 11:46
Official
Hi Nikki,

Thank you for bringing the above to our attention. I'm sorry for the experience you've had and the service you received.

As previously advised by the store that the error was made on the website with the pricing and corrected.

Please refer to our T&C of online, which complies with the CPA law.

Kind Regards
SM.
Builders Warehouse
Builders Warehouse's reply04 Jan 2025, 08:18
Official
Hi Nikki, 

I fully understand your frustration on this matter. 

We have now put measures in place to ensure that this does not happen again. I do apologize for the unpleasant service. JF 
NG
Nikki G's update04 Jan 2025, 18:30
Reviewer Update
You have now put measures into place that it doesn't happen again??? Are you going to tell me you never had any measures in place?? Bull****!!! Builders Warehouse is pathetic... A big store as Builders??? Yesterday I received an email from Crocs who took 2 days longer than usual to send my order that they apologize for the wait and gave me a discount on my next order but after me having to call after you guys got my order it's just a sorry... It's no wonder you guys have so many bad reviews!
Builders Warehouse
Builders Warehouse's reply05 Jan 2025, 10:14
Official
Hi Nikki,

I'm sorry for the service received and that we weren't able to fulfill the order.

My sincere apologies for the inconvenience this has caused you.

Kind Regards
KD 
Builders Warehouse
Builders Warehouse's reply07 Jan 2025, 08:53
Official
Hi  Nikki,

Thank you for the feedback.

If you need anything else, please let us know.

Kind Regards
SM.