False Advertising and Poor Customer Service

On the 13th of August, I visited Builders Warehouse in Stellenbosch with the intention of purchasing the Pyroca EGA Bomas Medium Boma Braai and Fire Pit Wood/Charcoal Outdoor Braai, which was clearly marked at R3,600. I enquired about delivery to my home address and was informed that the cost would be approximately R1,000.

The following morning, I visited your Cape Gate branch, which is closer to my residence. To my surprise, the exact same item was marked at R4,599—a significant R999 difference. Upon querying this discrepancy, I was informed by a sales assistant that the price I had seen in Stellenbosch was a promotional offer that should have expired at the end of July.

I then contacted your call centre for clarity, only to be told that the matter would need to be addressed directly with the Stellenbosch branch manager. After being transferred multiple times, I eventually spoke with Rodney, the Inventory Manager at Stellenbosch. The call was chaotic, with excessive background noise, and Rodney’s response was dismissive. He acknowledged the pricing error but offered no resolution, instead stating, “You should have bought it yesterday then.”

As a long-standing customer who regularly purchases from Builders for housing restoration projects, I find this experience deeply disappointing. The lack of accountability, poor communication, and failure to honour in-store pricing reflects a breakdown in operational standards and customer care. According to the Consumer Protection Act, the price displayed in-store should be honoured—this is not just good practice, it’s a legal obligation.

I respectfully request that Builders Warehouse take responsibility for this error and offer a fair resolution. This situation stems from internal mismanagement of pricing and inventory, and the cost should not be passed on to the customer.

I trust this matter will be escalated appropriately and handled with the seriousness it deserves. I would also urge that such complaints not be routed through your call centre, which has proven ineffective and unprofessional in this instance.

I await your prompt response.