Incorrect Product Supp**** and Shocking Service

I went to Builder Warehouse Northgate as I required Isotherm for insulating my ceiling

I indicated I wanted it for my roof at the trade counter and I was advised that I need to get 50mm which was in stock I asked for thicker if possible and after insisting on something thicker they found 75mm in stock and directed me to an assistant on the floor to help me.

The staff initially tried giving me 50mm again. At no point did anyone tell me that this is the incorrect thickness for roofing and all the staff that assisted me seemed miserable (a total of 7 people). After contacting Isotherm this morning to ask about layering they informed me that the regulations for the Cape Town region dictate at leas the 135mm and that the 75mm will not provide sufficient insulation. If the store had informed me of this as I trust them to supply the correct product then I would have bought the 135mm.

Added to that they had a faulty ladder on wheels with a broken wheel which is dangerous and I had to assist with holding the wheeled ladder up as it was going to tip, while they pull the bales off the racking (shocking for a big company like Massmart to also endanger their customers when they could have easily replaced the wheel with one from their stock)with bales nearly landing on my head and that of the other staff assisting. A 7.2 Kg bale from that height can cause injury.

At this point nobody informed me that a delivery service is available and I had to also drive back and forth with my Chevy Spark one roll at a time for each of the 8 rolls which took me several hours. While loading the bales I asked for plastic to cover my boot and seats as the bales were very dusty with grey dust and the car is new. They didnt seem to understand that the bales are full of grey cement like dust and I didnt want to destroy the interior of a new car.T hey indicated to me there is nothing and they don't supply plastic, I had to go to the walk in customer entrance in the rain to fetch the plastic myself as I recall seeing plastic there.

When I was collecting the last of the rolls I saw a delivery bakkie and asked the guy about it and he said "oh yes" they do delivery for R110 to my area so I asked can I get delivery now for the last 3 bales (around 2 hours before store closing) and they no they are done for the day. The guys also dragged the rolls around and outside ripping open the bags and the ground outside was wet and sandy at the contractors entrance. It took me a couple of hours and at least R250 of petrol driving in the storming flooding weather to get the bales home, my car even got water on the engine and I had to wait for the fan belt to try off as we had a huge storm on Saturday.

Shocking service and I am now disappointed as I have cut 3 of the 8 rolls to install in the ceiling. It took considerable effort and time to cut and install the rolls in the cold only to find out I now have to get the thicker product.

I have logged a complaint with their call center as well and I have not received satisfactory response. This is not the first time I have had bad service from this Builders however it’s close to my home so I have no choice and I also give everyone another chance. I cant see myself driving back and forth.

I have spent 40-50K at this store over the last 3 years since I moved to the area and while I might not be a big builder I would at least expect proper service. Can someone please assist with helping me. I have referred this complaint to the Call Centre and Mogammat has tried as best in helping me but I dont think there is much he can do and I am escalating. At least its good to have spoken to someone like Mogammat who wants to help.