Online Order Cancelled but Refund Process Confusing and Inconsistent

Thank you for your response.

I have reviewed your reply and note your reference to Section 25 of the website terms and conditions regarding installation and assembly services being excluded from the free delivery offer.

However, my concern is not limited to the installation service.

The issues raised in my complaint remain largely unanswered, namely:

• The R190 charge that appeared on my order.
• Whether the charge was clearly disclosed before payment was made.
• The fact that the order was split without my prior knowledge.
• The contradictory information provided by different Builders representatives.
• The inability to process the cancellation online.
• The lack of visibility and tracking for the split deliveries.
• The instruction that I must travel to a store to obtain part of a refund despite the order being paid for online in a single electronic transaction.

If the R190 charge relates solely to installation services, please confirm this in writing and provide the checkout details showing where this charge was disclosed prior to payment. Note that I paid R750.00 for installation included in the order.

If the charge relates to delivery of the goods, then my concern regarding the advertised free delivery threshold remains unresolved.

I would appreciate a full response addressing all aspects of the complaint and confirmation that all approved refunds will be processed back to the original payment method.

Thank you.

Good day
I think Builders need to read their own terms and conditions under delivery section. What I was told the past 3 days contradicts the Ts & Cs. Every consultant has a different answer and instead of just cancelling the order to return the money, they focus on their own no-compliances.

Good day
I was under the impression that this matter was resolved and the money will be returned into my account.
I just received a call and the email from the complaints department saying I was advised incorrectly and must complete a form to be refunded after I was told it was not necessary. This is 5 days after I received confirmation that the order was canceled in full and the amount of R 3,650.00 will be refunded using Capitec Pay.
Builders has violated their own terms and conditions by charging delivery fees within the 30km radius which the terms and conditions states is free.
There is no option to request a refund online and after multiple calls and emails, the matter was not resolved.
None of the consultants spoke the truth or provided the same information. Today was another version after I waiting already 5 days.
To think that I considered buying materials for my home restoration of more than 126 square metre from them. I will be crazy to even support this company. ********* and inconsistent.

I received this email:

Good day Corne

Please be advised that Section 25, Paragraph 1 of our Terms and Conditions states:

"The following products are excluded from Qualifying Free Delivery Products: Timber, Boards & Sheeting, Shelving, Cement, Bricks, Stones, Sand & Premixes, Concrete Products, Roofing, Reinforcing Steel, Metal Sections, Postform Tops, Glass & Putty, Fencing, Wheelbarrows, Ladders & Trestles, Gas, Installation Services & Assembly, and Category 1, 3, 6, 7 and 8 deliveries made directly from third-party suppliers (“Excluded Products”). Where an order includes both Qualifying Free Delivery Products and Excluded Products, the customer will not qualify for free delivery, even if the order value for the Qualifying Free Delivery Products exceeds R500."

Upon reviewing the order, I can confirm that it includes an installation service request. As installation services are classified as an excluded product, this resulted in the delivery fee being app**** to the order.

Should you wish to proceed with a refund request, kindly complete and return the refund form provided. Please note that I will be unable to escalate the matter to our Finance Department for review until the completed refund form has been received.

I will await your response.

I don't think Builders understand the problem. We are beyond why I cancelled. It is now about the refund. I was told I don't need to completed the form and had to provide POP, bank details and ID. It was done. I have an email confirming the cancellation and that the money will be refunded via Capitec Pay, the same method I used to pay them.

It seems Builders cannot refund customers even when they comp**** with all requirements and it took 5 days to come up with another story.

It is time for the ombudsman.