Ill-informed staff and poor internal processes at Builders Warehouse

I phoned the BW contact center as per BW website instructions to order delivery of LP gas and collection of my empty cylinders. The call center agent had no clue about this service being advertised by Builders Warehouse. The agent who heard about this offering for the very first time from me then called the BW Northriding store who appeared to have informed the agent that the LPG purchase must be made online, even though the BW website informs its customers that this particular type of order must be processed by the call center agent. When querying the collection of the empty exchange Afrox gas cylinders the agent referred to a tickbox in the online store that must be selected for empty cylinder collection.

Upon attempting to make this purchase online I found no such tickbox to inform the BW delivery team that they're required to collect and credit the empty cylinders.

It's pathetic that poor management structures are not transferring accurate information down to the floor workers. These workers seem to be using their imagination of sales and delivery processes to incorrectly feed back to customers.

Really shoddy (non) service from Builders Warehouse Northriding and their central customer center!