Not an Online company

TWO ORDERS. TWO COMPLETE FAILURES. 100% FAILURE RATE. I have placed two online orders with Builders Warehouse. Both times, Builders Warehouse has failed to deliver properly, and on both occasions their customer service response has been slow and inadequate. First incident (March 2026 — Orders *** & ***): I paid for two orders immediately by credit card at checkout. Builders Warehouse then refused to process the orders, claiming my "credit limit was exceeded." I don't have a credit account with Builders Warehouse. I have never had one. I was forced to submit bank proof of payment to prove I had paid for goods I had legitimately purchased. It took over a week to receive my goods, and no explanation or apology was ever given. Second incident (May 2026 — Order ***, ***): I paid for another online order in full. Builders Warehouse informed me it had been delivered. It was never delivered. I received nothing. When I complained, I was initially sent only an auto-reply reference number. It took multiple follow-ups before a customer service agent even acknowledged the issue. As of today, I still have no confirmed dispatch date and no goods — despite having paid in full. I have now sent a formal letter of complaint to Builders Warehouse head office, to Massmart Holdings (their parent company), and to Walmart Inc. (the ultimate owner). I urge any South African consumer reading this to think very carefully before purchasing from Builders Warehouse online. Their systems are broken, their delivery confirmation cannot be trusted, and their customer service is unacceptably slow to respond. Absolutely pathetic. Two strikes and you are out.