1 reviews | Active since Mar 2009
Most useless Online Ordering platform (and after sales service)
I've placed my very first Builders Warehouse Online order on Monday. This will also be my last one.
How can one run an Online Ordering system, but constrain it to a single branch/store? This defeats the whole purpose of Online Ordering. Regardless, the item I wanted showed as In-Stock from my closest builders anyways. Due to lockdown, I was willing to rather have the item delivered than going to browse around in the shop.
To my surprise I get a phone call saying that Centurion branch do not in fact have stock of this item. So I queried if there is any way that they can source it from any of their other branches. They said they would. 3 days later, and I haven't heard anything from anyone. This after being told on Monday that item will be delivered in 1-2 days (reason for picking Builders over Makro in the first place).
Now I have to scream and shout on all the support channels to find out what is happening. I've mailed support (got a response from Thobani, but nothing is happening). I've submitted a query to the Store through the website (no response), and now finally talked to Celeste on the Online Chat. I've asked Celeste if the order can please be Cancelled and myself immediately refunded. She was kind enough to phone the store, and ask for the order to be cancelled. She informed me that they said they would, however this is not reflecting yet.
The idiotic part is that I was informed that refunds take 7-10 working days from when the order is cancelled.
So I now went from hoping to receive my item in 2 days, to having you sit with my money for half a month, and myself unable to purchase from anywhere else, since I have no confirmation of my cancelled order.
This is truly pathetic. I plead for action on this item. Cancel the order, and expedite the refund to keep any face at this stage please.
Thanks for your feedback.
I'm sorry to hear the experience you had, none of our customers should be going through this. We do our best to ensure our customers receive great service, this is a concern that I will address with our team.
Please allow me to help you by sending me your order and contact details on a private reply. I would like to have this matter resolved as promptly as possible for you. I would also like to ensure that we improve our service going forward as I wouldn't want this to happen to you or any of our customers going forward.
Thanks for making me aware of your concerns, I look forward to your response.
Regards,
Joshua
Thanks for your feedback.
I'm sorry to hear the experience you had, none of our customers should be going through this. We do our best to ensure our customers receive great service, this is a concern that I will address with our team.
Please allow me to help you by sending me your order and contact details on a private reply. I would like to have this matter resolved as promptly as possible for you. I would also like to ensure that we improve our service going forward as I wouldn't want this to happen to you or any of our customers going forward.
Thanks for making me aware of your concerns, I look forward to your response.
Regards,
Joshua
I was very excited to get a quick response yesterday that sounded promising.
I did send you the requested details privately yesterday at 14:46 already.
Even though my order number was part of the original submission anyways.
I have yet to hear from you though, and the order still shows as "In Progress"
I'm starting to think that your support channels really just doesn't g.a.s.
I was very excited to get a quick response yesterday that sounded promising.
I did send you the requested details privately yesterday at 14:46 already.
Even though my order number was part of the original submission anyways.
I have yet to hear from you though, and the order still shows as "In Progress"
I'm starting to think that your support channels really just doesn't g.a.s.
Still no contact, still a non-cancelled order.
Still no contact, still a non-cancelled order.
After trying one last time through the store, and being assured that my order is cancelled and that I will be refunded, nothing has happened, and the order still shows In Progress.
I have now escalated this matter to the Consumer Goods and Services Ombud
Reference Id - W9P32Q64
This is pure *****!
After trying one last time through the store, and being assured that my order is cancelled and that I will be refunded, nothing has happened, and the order still shows In Progress.
I have now escalated this matter to the Consumer Goods and Services Ombud
Reference Id - W9P32Q64
This is pure *****!
Thanks for your reply.
I am awfully sorry for the delay in my response.
I have your contact and order details, I will personally call you tomorrow regarding the way forward. There won't be a need for you to take matters further, I will make sure we resolve this promptly.
I will remain in touch with you, thanks for making me aware of your concerns.
Regards,
Joshua
Thanks for your reply.
I am awfully sorry for the delay in my response.
I have your contact and order details, I will personally call you tomorrow regarding the way forward. There won't be a need for you to take matters further, I will make sure we resolve this promptly.
I will remain in touch with you, thanks for making me aware of your concerns.
Regards,
Joshua
It is highly appreciated that you finally got this resolved.
It is unfortunate that one has to struggle so much when an initial issue arises.
It is highly appreciated that you finally got this resolved.
It is unfortunate that one has to struggle so much when an initial issue arises.
You're more than welcome, I'm really glad I could help you. It is unfortunate that this happened but I'm glad we could work out what went wrong and how to avoid it going forward.
Please feel free to give us a shout if you need some help with anything else. You can find and reach us on *** or our social media Platforms (@BuildersSA). Once you follow us, direct messaging will be available for you to communicate with us.
Hope you have a great week remaining.
Regards,
Joshua
You're more than welcome, I'm really glad I could help you. It is unfortunate that this happened but I'm glad we could work out what went wrong and how to avoid it going forward.
Please feel free to give us a shout if you need some help with anything else. You can find and reach us on *** or our social media Platforms (@BuildersSA). Once you follow us, direct messaging will be available for you to communicate with us.
Hope you have a great week remaining.
Regards,
Joshua