Poor level Of Service On Multiple levels

First, on Sunday, 8th September, I visited the Constantiaberg branch workshop department. Only one clerk was working at the workshop desk, and I had to wait 50 minutes to place my order for delivery. The clerk was occupied with a large order, and instead of getting additional staff to assist the growing line of customers, we were expected to wait.

When I finally placed my order, I also needed timber to be delivered along with my boards. I was instructed to go to the contractor's desk to complete the order and then return to the workshop desk. The clerk at the contractor's desk asked me for a delivery date, I told her I was not given a date. We had to track down the workshop clerk for this information. Rather than assisting me directly, he simply told her to enter any date. After waiting for a while, the department manager intervened and eventually came back with a delivery date of Wednesday, nothing in writing I just had to take the missing clerk's word that the delivery would be Wednesday!

I was then instructed to hand over all my receipts to the clerk for copying. At no point did the workshop clerk return to properly assist me, nor did the manager ask him to do so. I spoke with the manager afterwards and pointed out how disorganised the entire process was. I also stated that there should be at least two people working at the desk when busy, and he told me there was a second person, who was probably on an extended Lunch! How does a manager allow this? I seriously doubt my order was processed correctly, as I still have not received any confirmation.

Secondly, For two days Builders customer care center has been trying to get hold of the Constantiaberg store. Why do you provide a customer care number when the customer care team cannot reach your stores? For their customer care representatives have repeatedly tried to contact the Constantiaberg branch with no success!

Thirdly, and perhaps the most damaging reflection on a company or brand, I left a comment on your Facebook page, and instead of being transparent, your social media team deleted it. This action completely invalidates my concern as a customer. What does it say about your business if your customer care centre cannot even reach one of your stores? Instead of taking this valid issue seriously, my comment was simply erased!

I will never waste my time or money at Builders again. It used to be my go-to store, but not anymore!