Shocking Service - Blind Order

On 28 November 2025, I visited Builders Warehouse Atterbury Branch to place an order for a blind. Upon arrival, I was informed that no one could assist me because the staff member responsible for this department and order placements was ill. After expressing my concern about customer service to the sales manager, arrangements were made for me to speak with Julius from Finishing Touches, who coordinated for a decor consultant, Thabo Mtshweni, from another branch to assist me.

Payment was made and Thabo was very efficient in placing the order on the same day – 28 November. The pickup date was clearly stipulated on the order as 11 days. After the 11-day period passed with no delivery, I followed up with Thabo regarding the delay (via email and visiting the branch). He provided all his follow-up WhatsApp messages and emails and explained that he is merely not receiving any response.

I escalated the matter to Julius, who endeavoured to resolve the issue. However, on 19 December, I was informed that the order had been delayed due to the factory’s December shutdown. The delivery date was 15 December, it is now almost a month later with no confirmation of delivery.

While I appreciate the efforts of Thabo and Julius, the service delivery at both branch and factory level has been completely deplorable. Repeated attempts to speak to the Branch/Store Manager were also futile, as he/she is never available.

Builders Warehouse, take note: the failure of your supplier to deliver has now directly impacted your client. This is not just poor business practice—it is entirely unacceptable and demonstrates a serious lack of accountability in your operations. If you cannot guarantee a reliable and timely service, you should not offer this product in your stores.

I trust this matter will now be escalated to a senior manager for resolution, as it is clear that all other avenues have been exhausted.