Online purchasing - Glen Eagles terrible service (Nini)

Absolutely pathetic service received from Glen Eagles for an online purchasing.

I purchased a Ryobi 1280I generator on 24/03/2020, despite being cheaper at other locations - only because it was listed as being in stock and having a same day collection flag. I allowed for the 90 minutes period to prepare the order. After 2 hours there was no feedback; it was clear no one was tending to the order.

I called in to ***(terrible customer care line) - after calling many times and being on hold for many minutes, Rafia answered. I stated my order number and she said she would follow up. I held for a further 15 minutes and the call was cut. I called back, restated my issue, and was on hold once again. Only now did Nini of Glen Eagles tend to the order. Nini stated: "The unit that was shown on stock was a display unit". This was not to my standards, as this was not stated anywhere on the online system. "Unfortunately there was an error capturing the product status", said Nini. This was not acceptable by me; either the display unit should be discounted, or I should receive a new unit as purchased. However the discount was stated to not be possible by Nini's manager due to margin. Nini then stated that she would get a new unit from another store and guaranteed to have it at Glen Eagles by the end of the day as there was already a vehicle at the dispatching store. Feedback would be given once received. On multiple occasions Nini said she would call me back to give me an update; however no feedback was ever received, I had to call in to get feedback.

The next day on 25/03/2020, still no update; I called in to the store, and it had gotten to a point where she was dodging my calls. The person on the line at *** gave me false information twice that Nini was not in at work today. Luckily James had told me she was in. When connected to Nini, still no update - she had not followed up where the unit was.

Unfortunately Nini only performs her duty when called and requested to follow up on orders. Still I do not have my unit ready for collection; and still I have no feedback on my unit.

Judging by all the other comments on online purchasing system it would be best for Builders Warehouse to disable the online purchasing option, which is obviously broken and needs a serious redesign. Staff are not equipped to understand how the system should be operated.