POOR SERVICE LEVELS
Placed an order on Monday with a note to say no-one is home on a Tuesday or Thursday. Received a call to my cell on Wednesday which I could not answer as I am at work. Immediately emailed them to ask them to phone on my office number. I then received an email to say they tried to call but couldn't reach me - I responded immediately asking that they call me on my office number. Thursday I phoned could only get a call-centre. Left a message for a particular person to phone me (the one who wrote the email) - nothing. I resent email to the lady. Nothing. Today - Friday I phoned again but this time I had raised my voice as it was getting ridiculous. Sent emails to three different email addresses to PLEASE call me to arrange delivery. Finally I got a call - sorry, I'm working from home and didn't see your emails. Deliver for Monday. All locally sourced items - as in Johannesburg - but it takes a full week for delivery. I get things from China in a week. This is a poor show. I shall try an alternative for my next on-line purchase as this one did not live up to any expectation.
Helpful (0)
Replies (10)0
Replies (10)
Builders Warehouse's replyOfficial
01 Nov 2024, 14:25Hi Maria,
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We are concerned with your encounter and we'll ensure that the necessary steps are taken to better the experience for you.
Kind regards,
AO
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We are concerned with your encounter and we'll ensure that the necessary steps are taken to better the experience for you.
Kind regards,
AO
Builders Warehouse's reply01 Nov 2024, 14:25
Official
Hi Maria,
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We are concerned with your encounter and we'll ensure that the necessary steps are taken to better the experience for you.
Kind regards,
AO
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We are concerned with your encounter and we'll ensure that the necessary steps are taken to better the experience for you.
Kind regards,
AO
's updateReviewer Update
04 Nov 2024, 09:38So 15h15 on Friday I receive an email:
Virginia Molepo | Fri, 1 Nov, 15:11 (3 days ago) | | Good Day Maria
We will deliver saturday
Thank you
I sat at home all day on Saturday - no delivery!
I tried to email 2x but obviously no reply - staff off on a Saturday I assume.
So still no idea when the delivery will happen.
Ridiculously poor service, shame on Builders!
Virginia Molepo | Fri, 1 Nov, 15:11 (3 days ago) | | Good Day Maria
We will deliver saturday
Thank you
I sat at home all day on Saturday - no delivery!
I tried to email 2x but obviously no reply - staff off on a Saturday I assume.
So still no idea when the delivery will happen.
Ridiculously poor service, shame on Builders!
's update04 Nov 2024, 09:38
Reviewer Update
So 15h15 on Friday I receive an email:
Virginia Molepo | Fri, 1 Nov, 15:11 (3 days ago) | | Good Day Maria
We will deliver saturday
Thank you
I sat at home all day on Saturday - no delivery!
I tried to email 2x but obviously no reply - staff off on a Saturday I assume.
So still no idea when the delivery will happen.
Ridiculously poor service, shame on Builders!
Virginia Molepo | Fri, 1 Nov, 15:11 (3 days ago) | | Good Day Maria
We will deliver saturday
Thank you
I sat at home all day on Saturday - no delivery!
I tried to email 2x but obviously no reply - staff off on a Saturday I assume.
So still no idea when the delivery will happen.
Ridiculously poor service, shame on Builders!
Builders Warehouse's replyOfficial
04 Nov 2024, 09:55Hi Maria,
I'm sorry you haven't received your order.
This isn't the type of service we strive to offer.
I'll follow up with our team and I'll be in touch.
Kind regards,
AO
I'm sorry you haven't received your order.
This isn't the type of service we strive to offer.
I'll follow up with our team and I'll be in touch.
Kind regards,
AO
Builders Warehouse's reply04 Nov 2024, 09:55
Official
Hi Maria,
I'm sorry you haven't received your order.
This isn't the type of service we strive to offer.
I'll follow up with our team and I'll be in touch.
Kind regards,
AO
I'm sorry you haven't received your order.
This isn't the type of service we strive to offer.
I'll follow up with our team and I'll be in touch.
Kind regards,
AO
's updateReviewer Update
04 Nov 2024, 13:48So three plants have just been delivered. No-one from the office (emails) has come back to me to do any arranging. Last Monday I let know that Tuesday and Thursday there is no-one home. When will the balance of this order be delivered now? If anyone would actually come back to me with some concrete response.
's update04 Nov 2024, 13:48
Reviewer Update
So three plants have just been delivered. No-one from the office (emails) has come back to me to do any arranging. Last Monday I let know that Tuesday and Thursday there is no-one home. When will the balance of this order be delivered now? If anyone would actually come back to me with some concrete response.
's updateReviewer Update
04 Nov 2024, 13:49You were going to be in touch @ 09h55 - what is going on?
's update04 Nov 2024, 13:49
Reviewer Update
You were going to be in touch @ 09h55 - what is going on?
Builders Warehouse's replyOfficial
04 Nov 2024, 15:14Hi Maria,
The remaining order is coming from a different store (BWH Strubens Valley), and I haven't received an update as yet.
Our team at the Fourways store advised that the order (for the plants) will be delivered today, aligning with the original delivery schedule.
The miscommunication regarding the Saturday delivery is regrettable, and I share your disappointment that it didn't arrive as anticipated.
Rest assured, the moment I have an update on the rest of your delivery, I'll be in touch.
Once again, we're sorry for the inconvenience caused.
Kind regards,
AO
The remaining order is coming from a different store (BWH Strubens Valley), and I haven't received an update as yet.
Our team at the Fourways store advised that the order (for the plants) will be delivered today, aligning with the original delivery schedule.
The miscommunication regarding the Saturday delivery is regrettable, and I share your disappointment that it didn't arrive as anticipated.
Rest assured, the moment I have an update on the rest of your delivery, I'll be in touch.
Once again, we're sorry for the inconvenience caused.
Kind regards,
AO
Builders Warehouse's reply04 Nov 2024, 15:14
Official
Hi Maria,
The remaining order is coming from a different store (BWH Strubens Valley), and I haven't received an update as yet.
Our team at the Fourways store advised that the order (for the plants) will be delivered today, aligning with the original delivery schedule.
The miscommunication regarding the Saturday delivery is regrettable, and I share your disappointment that it didn't arrive as anticipated.
Rest assured, the moment I have an update on the rest of your delivery, I'll be in touch.
Once again, we're sorry for the inconvenience caused.
Kind regards,
AO
The remaining order is coming from a different store (BWH Strubens Valley), and I haven't received an update as yet.
Our team at the Fourways store advised that the order (for the plants) will be delivered today, aligning with the original delivery schedule.
The miscommunication regarding the Saturday delivery is regrettable, and I share your disappointment that it didn't arrive as anticipated.
Rest assured, the moment I have an update on the rest of your delivery, I'll be in touch.
Once again, we're sorry for the inconvenience caused.
Kind regards,
AO
's updateReviewer Update
04 Nov 2024, 15:18Please remember, as noted on Monday last - there is no-one to receive on a Tuesday and Thursday.
's update04 Nov 2024, 15:18
Reviewer Update
Please remember, as noted on Monday last - there is no-one to receive on a Tuesday and Thursday.
Builders Warehouse's replyOfficial
04 Nov 2024, 15:32Hi Maria,
I've received feedback from our team and was advised that the delivery is on the way.
Could you please confirm once you have received your order?
Kind regards,
AO
I've received feedback from our team and was advised that the delivery is on the way.
Could you please confirm once you have received your order?
Kind regards,
AO
Builders Warehouse's reply04 Nov 2024, 15:32
Official
Hi Maria,
I've received feedback from our team and was advised that the delivery is on the way.
Could you please confirm once you have received your order?
Kind regards,
AO
I've received feedback from our team and was advised that the delivery is on the way.
Could you please confirm once you have received your order?
Kind regards,
AO
's updateReviewer Update
05 Nov 2024, 08:44Goods finally arrived at 17h00 last evening. Even one of the delivery people said that they have complaints from so many customers about the poor service - so that must say something. I have seriously never seen such a messed up business and stand with my initial statement. This was the last time I shall use Builders Warehouse either online or in-store. Fortunately there are many options I could use. Sadly when companies get as big as this, there is no longer care for customers - money is all that matters. Bean counters as they say.
's update05 Nov 2024, 08:44
Reviewer Update
Goods finally arrived at 17h00 last evening. Even one of the delivery people said that they have complaints from so many customers about the poor service - so that must say something. I have seriously never seen such a messed up business and stand with my initial statement. This was the last time I shall use Builders Warehouse either online or in-store. Fortunately there are many options I could use. Sadly when companies get as big as this, there is no longer care for customers - money is all that matters. Bean counters as they say.
Builders Warehouse's replyOfficial
05 Nov 2024, 09:06Hi Maria,
Thank you for confirming that you've received your order.
Once again, we're sorry for the inconvenience and frustration caused.
If you need anything else, let us know. AO
Thank you for confirming that you've received your order.
Once again, we're sorry for the inconvenience and frustration caused.
If you need anything else, let us know. AO
Builders Warehouse's reply05 Nov 2024, 09:06
Official
Hi Maria,
Thank you for confirming that you've received your order.
Once again, we're sorry for the inconvenience and frustration caused.
If you need anything else, let us know. AO
Thank you for confirming that you've received your order.
Once again, we're sorry for the inconvenience and frustration caused.
If you need anything else, let us know. AO