POOR ONLINE COMMUNICATION SERVICE

Dear Builders Warehouse Team,

I am writing to express my disappointment and frustration with the service I received after purchasing a wheelie bin from your online store on January 2, 2025. Despite expecting a 2-5 day delivery, I received an SMS on January 3, 2025, at 7:38 am, stating that my delivery would be dispatched and delivered on the same day between 8 am and 6 pm.

I made arrangements for someone to be available at the delivery address for the entire day, but by 5:30 pm, the delivery had not arrived. I contacted your customer service team, and the agent assured me that the bin would be delivered within 15 minutes, as it was the last delivery of the day. However, at 5:55 pm, I received a call from the Northriding branch, informing me that the delivery would be scheduled for Monday, January 6, 2025.

The conversation with the lady from the Northriding branch was unprofessional and unclear. She provided no explanation for the misleading SMS and instead offered vague reasons for the delay. Furthermore, her comment about providing a "mahala delivery service" was not only unwarranted but also offensive, as I had not requested this service and did not appreciate the implication that I was receiving a favor.

To add to my frustration, I received another SMS stating that the bin would be delivered, and it was indeed delivered. However, I then received a message at work stating that I was not available for delivery and needed to reschedule via WhatsApp. This constant back-and-forth communication has been inefficient and frustrating.

I urge you to review your service and communication protocols to prevent such mistakes in the future. If you are offering a free delivery service, it is your choice, and you should not make customers feel like they are receiving a favor. I hope you will take my complaint seriously and take necessary steps to improve your online service.