I was forced to cancel my order and now they refuse to give me my refund

On 10 March 2025, I placed an online order valued at R1,400 for collection at the N1 City store. The order was confirmed to be ready for collection within two days, yet I received no communication regarding its status. Upon contacting the store, I was assured by a representative, "Norma, that my order was being prepared and would soon be ready. However, upon arriving at the store, I was informed that my order could not be released due to a system error — my order had been incorrectly captured as an account order by one of the staff. Despite providing proof of payment, I was told I could only resolve the issue by either repaying for the items or requesting a refund online for the original order.

I immediately sent an email, outlining the situation in detail. Since then, I have been subjected to an unnecessarily long and bureaucratic process, being repeatedly asked to provide proof of payment, proof of account, and proof of identification, among other documents. This has been both frustrating and demeaning, as I have been made to feel as though I am begging for a resolution to an issue caused entirely by the company’s incompetence.

The staff at the N1 City store were unhelpful, dismissive, and displayed a shocking lack of empathy. As a small business owner, the delays and mishandling of this matter have had a direct and negative impact on my operations.

Despite numerous follow-up emails, the response from Builders has been consistently slow and inadequate. It has now been weeks, and I am yet to receive my refund.

I demand immediate resolution of this issue.

Employees at N1 City that handled this issue: Norma, Axoli and Rosemary.