1 reviews | Active since May 2017

20 Jun 2019, 12:53

Pathetic Service and delivery

I order wood, cut to size, with laminate edging.

39 pieces. I was very specific and the person capturing the order on the machine, read every piece back to me to confirm the length, width, quantity and edging. I even double checked the cutting print outs to make sure they had the correct information. They had 100% CORRECT sizes and quantities.

The delivered 13 days later. Here is everything that was wrong: 1) Instead of the colour of laminate that I ordered and paid for, they put white laminate on, because they ran out of the other colour. (So much for their "If we don't have it, we source it for you" argument) 2) I had to argue with them to get them to reimburse me for the price difference of the cheaper laminate. 3) The following pieces had wrong quantities: - 1415 x 400 (instead of 1 piece they delivered 2) - 588 x 400 (instead of 2 pieces they delivered 1) - 588 x 250 (instead of 4 pieces they delivered 2) - 580 x 245 (instead of 4 pieces they delivered 8) 4) The following pieces was not delivered: - 1184 x 300 - 1184 x 200 - 420 x 200 5) They following pieces had wrong sizes: - 596 x 245 (They delivered 4 pieces cut to 580 x 245, and not 4 but only 3 pieces) 6) The laminate edging was wrong on the following piece: - Instead of edging only 1 side of the 320 x 300 piece, they edged all 4 sides, making the size bigger than the required design. 7) Lastly, I bought 5 panels at around 26 square meters, with about 4 square meters of off cuts. They did not deliver my offcuts, after I told them I want it, and then they had the audacity to tell me over the phone that I had to request my off cuts (THAT I PAID FOR) after I already requested it (aka *******)

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Replies (3)
Builders Warehouse
Builders Warehouse's reply20 Jun 2019, 13:13
Official
Hi Gustav,

Thank you for your feedback.

I am really sorry for the experience you had with your boards order, this is certainly not the kind of service we ever want our customers to have. This is quite concerning, knowing that you have given clear instructions on what you needed and wanted from your order.

I will have this addressed with our team to ensure this is resolved and that it never happens again going forward. We always strive to give our customers the best service, I will make sure that the issues you've experienced are rectified.

Please do except a call from me shortly, I need more details regarding your order to ensure I deliver on the above mentioned. 

Thank you for giving us an opportunity to resolve these concerns, I look forward to helping you.

Regards,
Joshua
's update24 Jun 2019, 11:40
Reviewer Update
After this post, Builders went above and beyond to solve everything from my original order, and I ended up with all the offcuts and all the missing pieces of wood that was cut wrong, the very next day. They let me keep all the incorrect pieces. Multiple managers also apologised to me.

Overall, I would recommend Builders East Rand and would use them again.
Builders Warehouse
Builders Warehouse's reply24 Jun 2019, 11:50
Official
Hi Gustav,

Thank you for your feedback and for taking my call earlier.

It really delights my heart to see the outcome of your experience, we take customer service very seriously and will do our best to ensure that you walk away with a smile.

Thank you for giving us an opportunity to help you and resolve the matters that concerned you.

We look forward to your next visit, have a great day further ☺

Kind Regards,
Joshua