Pathetic service from Builders Warehouse Fourways

Dear all I have received the most pathetic service from Builders Warehouse Fourways recently. In short, I've placed an order (and paid for it) on 14 August and its 13 September and I still haven't received it.

See timelines below:

14.08.2024 – payment made for order 19.08.2024 – order (3 slats for a blind) placed by Builders Fourways and order number received. 28.08.2024 - I gave them time to process the order, but not receiving feedback by then, I've emailed Builders to follow up as its been 7+ working days. 30.08.2024 – I phoned builders call centre. Was informed delivery was scheduled for 07.07.2024 (Saturday). As it was on a Saturday I've asked if the order can be rescheduled for Monday. She said she doesn’t know why its scheduled for Saturday as Builders don’t even deliver on Saturdays. She confirmed the order will be delivered on Friday 6 September. 31.08.2024 – Reply from builders via email: Confirmation of delivery on 07/09/2024. Friday 6 September: No delivery received Monday 9 September: No delivery message received. I called builders (11:18) call centre. Expressed my dismay and I was promised by the agent that my query will be escalated and that somebody will phone me back in 2 hours time. Nobody bothered to phone me back. Tuesday 10 September: I called builders (09.42) call centre again. I told the agent if somebody is not going to phone me back before 2pm I am going to load a complaint on Hello Peter. An agent actually phoned me back and investigated the query thereafter. He phoned again and transferred me to the décor department to speak to Portia. Portia then informed me that Builders Head office cannot find my order. Portia said she will phone me back.

Wednesday 11 September: Portia never called back. I phoned builders call centre once again! This time around I was transferred to a Portia in the wrong department of builders Fourways. Was then transferred to the Department manager from dispatch. In turn she discussed my query with Ashleigh in décor who in turn promised to be in contact the supplier/head office. Ashleigh called me back at 15.55 to inform me that he cannot get hold of head office, he phoned and sent an email. He asked if I can be patient as he will phone back before 9am on 12.09.

Thursday 12 September: No call or communication received via email from builders.

I am extremely frustrated and disappointed with the lack of service and the unprofessional manner in which Builders staff handled my query.

I need urgent feedback please.