Pathetic service

I placed an order online on Monday 4 May 2026. As this order included Drywall sheets I needed it delivered at the end of the week as it has been raining and I have nowhere to store the sheets if it rains. I also needed to request a truck under 2 tonnes as I live in a complex and need to adhere to their rules. There is no option to add a note on checkout, so I was unable to add these comments. I called Builders customer service the same day to request them to deliver it later in the week, however after spending more than 20 minutes on the phone the customer service agent could not get through to the store. I then emailed Builders and received a reply that they had tried to call me, however when I checked my phone there were no missed calls and I am still waiting for a response to my email reply. After I received a confirmations SMS regarding my order on Tuesday, I called the number on the SMS and was told that my request had been noted, only to receive a call a few hours later that the truck was outside my gate. I was informed that they only have 4 tonne trucks and could I not arrange collection, also that the people doing the delivery could not carry anything more than 10 meters. If I had a vehicle and the manpower to load & unload the goods I would have collected it myself. I then received a call again today (7 May) confirming the delivery an reiterating that they are not allowed to carry the items more than 10 meters. In addition to the above, when shopping online it states that delivery for orders over R500 is free, however as per the Ts&Cs this excludes items such as to, quote their site, "Timber, Boards & sheeting, Shelving, Cement, Bricks, Stones, Sand & Premixes, Concrete Products, Roofing, Reinforcing steel, Metal Sections, Postform tops, Glass & Putty, Fencing, Wheelbarrow ladders & Tresles". In other words the items that the vast majority of customers cannot collect themselves.

The whole experience was unpleasant and it is not the 1st time I have received terrible service from Builders, however it the last time I do business with Builders, even if this means travelling further to find another store or paying more for the items.