Formal Complaint – Builders Warehouse Gezina, Pretoria

Formal Complaint – Builders Warehouse Gezina, Pretoria

I would like to formally raise my dissatisfaction regarding the level of service experienced at Builders Warehouse Gezina, Pretoria.

I have visited this branch on two occasions: • December 2025 (during a bathroom renovation), and • 22 April 2026 at approximately 12:30.

On both visits, I experienced consistently poor service.

During my most recent visit on 22 April 2026, I intended to make a significant purchase, including a shower screen, toilet, basin, and bath. Despite this, there were no sales staff available to assist me on the floor. Staff members were present in the store, yet no one approached me to offer assistance.

At the tills, the experience deteriorated further. The cashier did not greet me in a professional manner and appeared disengaged. When I attempted to use my husband’s Builders card, there was no meaningful effort made to assist. Instead, the cashier shouted across to supervisors, who remained seated and did not come over to assist or resolve the matter. I was simply told that I would need to obtain my own card, without any clear explanation or support.

This lack of customer service—both on the floor and at the tills—is unacceptable, particularly when customers are prepared to make substantial purchases.

Having now experienced this level of service on two separate occasions, I am extremely disappointed. This reflects poorly on the store and the Builders Warehouse brand as a whole.

I request that management urgently address these service issues and provide feedback on what corrective actions will be taken.

Until such improvements are made, I will be reconsidering where I choose to spend my money.

Katherine Sparkes ***