Incorrect Advertising _ Online

On the 30th October 2020, I ordered and payed for a Alva gas heater online which happened successfully. I also received an sms with the confirmation of my order and order number ***.

then yesterday (02'11'2020) i saw the below mail and you will also see my responds:-

From: Anelisa Magadule <***> Sent: Sunday, November 1, 2020 3:59 PM To: Naledi Koapeng (ZA) <***ca> Cc: Paulina Vilakazi <***> Subject: ONLINE ORDER Hi Naledi I tried to call you ,it rings and there’s no answer. The Alva gas heater you ordered online we don’t have stock. Please advise. ________________________________________ From: Naledi Koapeng (ZA) <***ca> Sent: Monday, 02 November 2020 08:07 To: Anelisa Magadule <***> Cc: Paulina Vilakazi <***> Subject: RE: ONLINE ORDER Hi Anelisa, Sorry, I missed your call. I don’t understand your question below. What needs to happen? ________________________________________ From: Anelisa Magadule <***> Sent: Monday, November 2, 2020 2:11 PM To: Naledi Koapeng (ZA) <***ca> Subject: RE: ONLINE ORDER

Hi Naledi What I’m trying to say here is that the stock you have ordered online we don’t have it its seasonal stock we only have this kind items during winter please advice since none of branch have this item ________________________________________ From: Naledi Koapeng (ZA) <***ca> Sent: Monday, 02 November 2020 15:15 To: Anelisa Magadule <***> Cc: Paulina Vilakazi <***> Subject: RE: ONLINE ORDER Hi,

I understand that what you saying below however when I look online I see below:- The following stores have stock - 1. Builders Express Norwood has 1 in stock. 2. Builders Warehouse Glen Eagles has 1 in stock. 3. Builders Express Craighall Park has 5 in stock. 4. Builders Express Robindale has 5 in stock. After my last respond, I then called Builders call centre (***) and spoke to a consultant/agent (lady) explained my situation she then apologiezed and advised that she is calling the store direct to find out the situation which I was holding for 30 minutes or more and eventually she said they not picking up and she’s going to try and call the helpdesk which also took 10 minutes, after the holding on she said she has found the lady that ive been communicating with via email (Anelisa Magadule). I then asked her why would she ask a customer to advise while there the ones that advertise this they only have seasonally she informed me that she called the branch in Boksburg and they said they don’t have stock, I then told her that I went online and I see the above stores have stock and she said she hasn’t called them however she knows that this stock is seasonal and then asked her why is Builders advertising things online yet they don’t have and she said she doesn’t know, I asked her to give someone the phone that would be able to answer my question and she said she’s directing the phone to her manager and she hung up. I thought that someone would call me back with answer but no one has until now. It was my first time buying something online at Builders and very disappointed with there service and the attitude that the staff has. If they don’t have items in stock nationwide then they must remove them online or inform customers.