1 reviews | Active since Apr 2011
Poor service and communication from Brackenfell store
<p>I have spent more than R26 000 on 3 Dec 2016 at Builders Brackenfell on "Finishing Touches" curtain rails and brackets. The manager Stanley helped us after we requested discount and initially went out of his way to help us. A special order was placed because the store did not have enough stock. The communication and service from the store has been pathetic after the initial purchase. Many of our calls were not returned and we continously had to follow up on the status. We've been struggling since Tuesday (13 Dec) this week to get the order delivered after we were told by Daisy the stock arrived at the store. Today (Friday, 16 Dec) the order was finally delivered, but with the wrong brackets!!</p>
Good afternoon Nico,
Thank you for the feedback.
Allow me to apologize for the poor service experienced at our Cape Gate store. This is definitely not the type of experience, we want our customers to have. I would also like to thank you for taking the time to bring this to our attention in order to address and resolve the matter for you. As a business we remain committed to ensuring that you, our valued customer, have an exceptional shopping experience in store or when calling our store. We will ensure that your feedback is taken to the relevant departmental manager and the poor work is addressed.
Kind regards,
Bronwynne Nel
Good afternoon Nico,
Thank you for the feedback.
Allow me to apologize for the poor service experienced at our Cape Gate store. This is definitely not the type of experience, we want our customers to have. I would also like to thank you for taking the time to bring this to our attention in order to address and resolve the matter for you. As a business we remain committed to ensuring that you, our valued customer, have an exceptional shopping experience in store or when calling our store. We will ensure that your feedback is taken to the relevant departmental manager and the poor work is addressed.
Kind regards,
Bronwynne Nel
To builders credit they contacted us the same day (Saturday) I logged the complaint from headoffice and the branch and delivered 6 of 19 brackets we purchased.
We have however had no further communication reagrding the outstanding brackets and when I phoned and requested to speak to Stanley to enquire what is happening with the remainder of the brackets I was advised that he is on leave. I requested that another manager phones me back to advise accordingly.
It is unacceptable that I have to waste more money to phone and chase Builders Warehouse to try and find out where the brackets are that I've already paid for
To builders credit they contacted us the same day (Saturday) I logged the complaint from headoffice and the branch and delivered 6 of 19 brackets we purchased.
We have however had no further communication reagrding the outstanding brackets and when I phoned and requested to speak to Stanley to enquire what is happening with the remainder of the brackets I was advised that he is on leave. I requested that another manager phones me back to advise accordingly.
It is unacceptable that I have to waste more money to phone and chase Builders Warehouse to try and find out where the brackets are that I've already paid for
And the saga continues...
Daisy phoned me yesterday to tell me that they can transfer 6 more packets from another store. This morning I phoned again to enquire when I will receive the brackets. Daisy tells me she needs a manager to sign-off on the transfer. Stanley is on leave, Lucy (manager) should have done it yesterday, but have gone to the doctor, Darryl (manager) apparently refuses to help Daisy. I have now given Daisy an hour to phone me back to tell me what's happening. Shoukd this not happen, I will advise my bank to reverse the complete payment on my credit card and then Bulders can waste their own time and money to try and get payments from me
And the saga continues...
Daisy phoned me yesterday to tell me that they can transfer 6 more packets from another store. This morning I phoned again to enquire when I will receive the brackets. Daisy tells me she needs a manager to sign-off on the transfer. Stanley is on leave, Lucy (manager) should have done it yesterday, but have gone to the doctor, Darryl (manager) apparently refuses to help Daisy. I have now given Daisy an hour to phone me back to tell me what's happening. Shoukd this not happen, I will advise my bank to reverse the complete payment on my credit card and then Bulders can waste their own time and money to try and get payments from me