Poor sevice from Builders Warehouse - Walker Drive Gqeberha

What happened to the days when a consumer pays the price they see? The days where stores take accountability for their errors, be it theirs or those within their employ? The days where store managers were truly customer centric?

I went to Builders Warehouse, Walker Drive, Gqeberha, today to purchase items, one of these being a washing line. After looking through the mess of a shelf where these are kept I found the one that would work for me, a wall mounted unit. Price on display was R1200, I get to the till and the scanner says R1800... I explained to the very helpful cashier that it is not the price I saw, walked with them to where these are kept and they themselves saw that the price of R1200 is what is displayed.

The manager was called whom then decided that he would not honour the price displayed, citing that the barcode does not match the product. After explaining that I disagree with his statement, that it is by no means a customer's responsibility to check a barcode, considering that is the price displayed and, on top of that, there is more than 1 unit of the same item kept in the bay where the price is displayed.

After a second refusal by the manager, I advised I would be laying a complaint against the store at their head office, to which he ever so nonchalantly respodnded "ok". Clearly, this is not the first time someone said to the gentleman that they would be laying a complaint. He offered a discount on the product as a form of consolation, but this is not right.

Needless to say, I did not get the unit. Why should a customer pay for the store's inefficiencies? Why should a customer who frequently supports their store be subject to a lack of care?

Fortunately, there is more than one hardware store in the area who will be getting my support from now on. I will be in contact with the Builders Warehouse customer care team, the store management needs to be retained or replaced.