Poor customer service

Subject: Formal Complaint – Poor Customer Service at Builders Warehouse Strubens Valley

Dear Builders Warehouse Customer Service,

I am writing to formally lodge a complaint regarding an unacceptable experience I had at your Strubens Valley branch on Monday, 3 June 2025, at approximately 14:08.

I had purchased various items for a client’s bathroom renovation and was instructed to collect a bath from the collection area at the back of the store. Upon arrival, I was assisted by one of your pickers, who was helpful and efficient in retrieving the bath. He then informed me that he needed to collect the bath handles and took my receipt inside.

Unfortunately, I was left waiting for around 25 minutes without any update or communication. I eventually went inside to locate the picker, only to find him returning from the sanware section. He informed me that the staff member working in that section was on lunch and refused to assist him because she was eating. This level of disregard for both customers and colleagues is appalling.

It is unacceptable that not a single team member in-store was willing to help during this time, leaving the picker and even the back security guard expressing disappointment at the situation. This not only delayed my schedule but also caused me to be extremely late for an important client meeting. As a business owner myself, I find this kind of customer service completely unprofessional.

I rely on suppliers like Builders Warehouse to operate efficiently and respectfully. Sadly, this experience has left me questioning the reliability of your Strubens Valley branch. I will be sharing my experience with fellow tradespeople and clients, and I sincerely hope this matter will be taken seriously to ensure improvements are made.