Embarrassingly Bad Service

Sent this to their complaints email - not expecting a response.

1. Ordered 9 items from Builders Online – on the 1st of December

2. Delivery confirmed for Friday the 4th of December

3. Driver did not show up

4. Revised timeline following my phone-call [Builders did not let me know the delivery was not coming] - Saturday the 6th of December

5. SMS received on Sat morning naming the driver and saying he was 15 minutes away

6. 4 hours later (following my calling the store, the delivery arrived - with 3 items missing

7. Spoke to your customer services and Constantiaberg store – 3 times on Saturday 06/12

· Confirmed that the 2 pots not included were in store and should have been sent

· Promised that delivery would come on Monday the 8th

8. Received a phonecall from Builders on Monday afternoon to confirm the goods had arrived, I informed them that they had not.

· They committed to sending them next day (08/12)

· Never arrived

9. 10/12 (today): Called Customer Services – they promised to contact the store and call me back within 1 hour

· 3 hours later I have not received the call

This is as poor as it can be, I had a similar non-delivery a few days before with another order. Have asked to speak to a Call Centre Manager on numerous occasions, however no one has ever allowed me to do this.

Clearly Builders are not capable of running this service.

I need to know when (to the hour, not the day) my goods are coming and I want a senior manager to call me back by way of a formal escalation.