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I would like to file a complaint against Builders Warehouse, Rustenburg.

On 30 March 2024, my husband and I went to Builders with measurements to enquire about the 3D design of kitchen cabinets. We needed to know the process to follow for the design and quote. We went to the kitchen department, but there was nobody there. We asked one of the workers at the bathroom department and he informed us that the person working there is on his day off. We went back the next morning (31 March 2024) at 08h00. As we entered there was an announcement that all staff had to report to the info desk. They had some sort of meeting about easter. After the meeting the staff were seeking stuff and still did not attend to clients. We waited 10 minutes. After another few minutes we went to the info desk to ask for assistance. They did announce that somebody has to go to the kitchen department. We waited another 10 minutes before someone arrived. He informed us that they do not work with our measurements and he took us to the board cutting department. The assistant there also said that they do not work with these measurements and said that Ronel is the only one doing this and she is off. He took my detail and said that he will ask her the next day to give me a call. We did not hear from her the next day. We went there again, and again they took us to the cutting department where the attendant said to the supervisor that he did tell us that Ronel (the designer), will only call us after 2 days. I said to him that he is lying. He also could not find my contact detail. The supervisor did call Ronel and she said he must take my detail again and that she will call me. Ronel called me on 02 April 2024 after 16h00. She said that she gave my detail to Richard Takurara and he will call me to make an appointment to take measurements. Richard did call me on 03 April 2024 just after 10h00 and made an appointment for 11h00. He came with another guy wearing a Builders warehouse shirt. I asked Richard if he is working for Builders and he said he is the only contractor Builders uses for the kitchen cabinets. He also said that the costs involved for measuring and for the 3D design is R1300.00 and is payable immediately. I did pay over the R1300.00 after he gave me the company’s bank detail.

On 05 April 2024, he came back and said the quote is R55000.00 and a deposit of 60% is payable before work commence. I paid over R35000.00 and said to him that I need a double sink with double drip trays but Builders does not have this sink. I send him a picture from Wierda and he said he will try to find it in Johannesburg. The same day he called me and said that his worker in Johannesburg found one which was R400 cheaper. I must pay over R1505.00 so they can buy it. I paid over the money.

On 11 April 2024, Richard came here again to tell me that they will start assembling the new cabinets on 15 April 2024, but the granite tops are at Lanseria and that he need R2500.00 to get it delivered to my house on Friday 12 April 2024. I paid the money over. I waited and the granite was not delivered. I called Richard and he said it is too late now they will deliver on Saturday. They also did not deliver on Saturday. I called him again and he said the granite will come on Monday when they start with the kitchen. On Monday he also did not arrive to fit the cupboards. My husband called him again and he said that he will start on Wednesday as he is still busy at another client. My husband explained to him that he took a week leave to assist. He promised that the kitchen will be finished by Friday. On Tuesday 20h00 he arrived and asked for another day extension and he will start on Thursday. Thursday morning, he called and said that he is delayed and will start Thursday afternoon. My husband said to him that he should rather pay our money back.

We went to Builders Warehouse on Friday 19 April 2024. We asked for the manager and Joe Erasmus came to assist us. He said that Builders does not have a contractor doing the kitchen cupboards. I said to him that Ronel from Builders send that guy to my house. He called Ronel and she said that Builders cannot be held responsible for an agreement between Richard and us. He called the manager, Anthony. Anthony said to Joe that they should solve this issue a.s.a.p. as Ronel send the guy to our house. Joe arranged a meeting between Ronel, Richard, himself and us at our house 10h00. Richard never pitched and Ronel called him on speaker phone. She said to us, not to worry as she knows exactly where his business is and where he is working and that if he did not pay back our money that she will arrange with his clients to pay the money they own Richard directly to us until our money has been refunded. Joe said that they handed this case to head office and the legal department. He said that they will handle this case. Ronel said we do not have to worry as she will do the design and quote and will arrange a discount. (We only received 3D pictures today after several requests, 06 May 2024) On 22 April 2024 when we called Joe, he said that the legal department Summons Richard today and he received the summons per hand. On Thursday 25 April 2024 after my husband called Joe, he called back and said that Builders legal department said that they cannot open a case, but we must go to the police station to open a case, which we did. Today 06 May 2024 when my husband called Joe, he said that all the money was paid over to us according to Richard. Richard denied talking to Joe since 19 April 2024. Richard called continuously every day with promises that money is been deposited or will be deposit, but nothing happens. Richard deposited 26 April 2024, R5000.00 while I was at the police station. On 30 April he deposited another R5000.00. The total amount paid over to Richard was R40 305.00. My problem is that Builders send this person to our house, whom mislead us by making us believe he is working for Builders as a sub-contractor. If Builders did not send this person to our house, we would not been in this situation. It feels like fighting a loosing battle as we do not get any actions or feedback from Builders. Even after we asked for the design and quote, no one followed up at all, even after Richard claimed that he paid all the money back, they did not call us to confirm if the money was refunded. We only found out after my husband called Joe, this means that Builders just assume that the problem was resolved without confirming with us.

I sincerely hope that this case will be investigated and actions will be put into place to prevent reoccurrences of this situation and that we will receive feedback regarding the investigation, and what actions will be taken to assist us as the client to get our money back from the so-called sub-contractor send by your company to my house. I will also send this same document on hello Peter if I do not get any positive feedback or action regarding this unfortunate situation. Feel free to contact myself or my husband if anything is not clear. Now all of the sudden after my husband talked to Joe and Anthony, they said that also Ronel is not working for Builders Warehouse.