Failure to Deliver as Promised and Poor Communication – Builders Warehouse

I am extremely dissatisfied with the service received from Builders Warehouse, both via the website and at the Boksburg branch.

I placed an online order for two sets of tiles through the Builders Warehouse website. One set was delivered within the time period indicated on the invoice. However, the second set of tiles, which was marked as a special order, was not delivered within the delivery period clearly stated on the invoice.

In an attempt to resolve this, I visited my nearest Builders Warehouse store, the Boksburg branch, to follow up. Unfortunately, the service I received was poor and unhelpful. I was simply advised that the supplier for the special-order tiles was closed for the festive period and that staff did not know when the supplier would reopen or when my order could be fulfilled.

What is particularly unacceptable is that nowhere on the website, nor during the ordering process, was there any indication that deliveries could be delayed due to supplier closures over the festive period. Had this been communicated upfront, I would have made an informed decision before placing the order.

The lack of communication, transparency, and accountability — both online and at store level — is deeply disappointing. As a customer, I expected clearer information, proactive communication, and a basic level of customer service. Going forward, I will be taking my business to Builders Warehouse’s competitors, as this experience has significantly eroded my confidence in the brand.