MOWED OVER WITH BAD SERVICE

I am writing this review as a last resort. A final attempt to communicate with and hopefully gain some level of qualified and genuine response from Builders Warehouse.

I placed on order on the Builder's Warehouse website on the 9th February 2021. The order consisted of 5 products (a variety of gardening products).

After checking the online stock availabilities I decided on ordering through the Robindale branch as they had the stock of all the items I intended on purchasing.

At this point I paid in full for the order and anticipated a standard delivery service (as specified on the website)

To my surprise I received a delivery the very next day (10 February 2021) with 4 of the 5 items in my basket. I was grateful for the swift service however upon inquiry about the last item, a Ryobi Lawnmower and Trimmer Combo, I was met with the response that the Robindale did not have stock but that the item would be sourced from another store and delivered as soon as possible.

The date today is 15 June. Four full months after paying for my order. In these four months I have placed countless calls to the Builders Warehouse call centre as well as the Robindale store directly. I am always met with the same noncommittal, unhelpful and borderline disinterested attitude from the staff and fed the same responses - "We don't have stock but we will check in a few days and come back to you with an update".

I am utterly frustrated and disappointed in the service (or lack thereof) that I have received in trying to understand how this order and can fulfilled.

Throughout the process, I have been requesting alternative options to be pursued in the hope of some conclusion. I have requested that the Ryobi supplier is contacted directly, I have requested an alternative contact number or email of someone outside of the generic call centre. None of these requests have been listened to and all the while not once has a single employee of member of the Builder's Warehouse company offered any form of solution or alternative to fulfil my order.

I paid for the order in full on the 9th of February. Two thirds of the value of my order placed sits with the Ryobi product which I purchased however Builders Warehouse has happily sat with my money for more than four months while not providing my with the service or product requested. I hope they have enjoyed accumulating interest on my purchase price while not providing the product which was paid for. Not once through the process have I been offered an alternative product or solution and even as a last resort a refund. But more frustratingly I have not felt any level of concern or customer care throughout this process.

This entire process has been a hard lesson in DIY. I have been forced to follow up weekly on this order and unfortunately I still have not been able to receive the product or any clear indication of when it may arrive.

The only clear next step is to continue to fight for clarity and hopefully my refund at the very least.

After that, Leroy Merlin will be receiving my business in future. And due to the clear evidence presented, Builders Warehouse will not care about one insignificant customer.