Horrible Service from Builders Warehouse Zambezi

I am writing this regarding an appalling service I am receiving at the Zambezi store more particularly from someone by the name of Vuyiswa. Summarily this is what happened: On 12 June 2019 I placed an order (order number ********** 320) online and selected Zambezi as the store. The item is 4 cubic meters of Builders Mix and it was indicated as available on the website, but as a direct delivery from the supplier Based on my previous experience from another order (order number ********** 562 from Gezina store) which ended up being delivered 3 weeks after ordering, I decided to follow up on the order sooner this time around. So I called in on the 13th June 2019. During the call (which I did via the contact center) I picked up that indeed the store wasn’t aware of the order, just as was the case before. They gave the same claim that “there is a problem with online orders link with the store” (whatever that means). The call center eventually linked me up with an employee by the name of Vuyiswa who is said to be responsible for orders. Vuyiswa, who was fully charged with attitude on the call, flatly told me that Builders Warehouse has minimum orders of 5 cubic meters and that she doesn’t know how I is it that I got to order 4 cubes because their supplier’s minimum is 5 cubes. When I indicated to her that all I did as a client was to purchase what was put up on the website she simply said she doesn’t know anything about that. She then put down the phone on my ear just like that. I then immediately called the call Center again and spoke to a lady called Muira, who promised that she will escalate the matter. Later on 13 June I received a call from this number ********** who claimed to be a Manager and his name is Freddie. He promised that I must leave everything to him and that he will sort it out. Today, 19 June 2019 as I thought I’m expecting a delivery, I got a call from the Zambezi store from an employee called Salome, who had no good news for me because Vuyiswa instructed her to call me to inform me that it would be best for the order to be cancelled, so that I place "a new order in order for them to select a correct supplier (Gomes Sand)”. How preposterous is that!!!!!! I told her what she was saying was devoid of any logic because when we make purchases online there is no option for us to select suppliers. Selection of suppliers is entirely the job of the store that advertised the item. So I asked her to clarify for me how placing a “new order” would then translate to them “selecting the right supplier”. Selome couldn’t reply. Instead she indicated that she will go back to Vuyiswa and Freddie and then come back to me.

Builders Warehouse advertised an item on their website and indicated that it’s available. I as a customer followed the normal procedure that any online purchaser does. Why am I now being sent from pillar to post and being mistreated and belittled by in particular Vuyiswa? If Vuyiswa represents the kind of staff and service that you offer to people, then it means you are not taking us clients seriously. Vuyiswa is very impatient and rude and doesn’t deserve to be in the forefront of dealing with people. She is an epitome of bad service!!!! I need that concrete mix urgently because I have a construction project that is now on standstill because of Vuyiswa.

I hope to hear from your office soon.

Regards,