TM
Tumelo M
1 reviews | Active since Apr 2019
30 Mar 2025, 17:47
Terrible Customer Service & Defective Product – Avoid This Store!
I had a horrible experience at Builders Express Northmead and will never shop there again! On 29th March 2025, I purchased a TRIMTECH Brush Cutter 52cc, expecting quality from a reputable store. However, after just 30 minutes of use the very next day, the recoil pull starter handle broke off!
I immediately returned the faulty product, expecting a refund or a replacement, as per my consumer rights. Shockingly, the store refused to help and insisted I return the next day so they could consult the supplier—as if a defective product needs further assessment after failing within the first half-hour!
To make matters worse, the store manager, Hector, was rude and dismissive over the phone. Instead of assisting me, he ignored my concerns and showed no regard for customer service or my rights. In the end, I left the defective machine at the store and walked away without a refund or a replacement, feeling completely frustrated and let down.
This experience has left me extremely disappointed. How can a store like this sell defective products and then refuse to take responsibility? The poor service inconvenienced my family and me, and I will never support this store again. If you value your money and good service, shop elsewhere!
#Builder***press #BadService #DefectiveProduct #Avoid
Helpful (0)
Replies (8)0
Replies (8)
Builders Warehouse's replyOfficial
31 Mar 2025, 08:29Hi Tumelo ,
Thank you for bringing this to our attention, and I'm sorry for the service received.
I will have this matter escalated for you, and we will keep in touch.
Kind regards,
KD
Thank you for bringing this to our attention, and I'm sorry for the service received.
I will have this matter escalated for you, and we will keep in touch.
Kind regards,
KD
Builders Warehouse's reply31 Mar 2025, 08:29
Official
Hi Tumelo ,
Thank you for bringing this to our attention, and I'm sorry for the service received.
I will have this matter escalated for you, and we will keep in touch.
Kind regards,
KD
Thank you for bringing this to our attention, and I'm sorry for the service received.
I will have this matter escalated for you, and we will keep in touch.
Kind regards,
KD
TM
Tumelo M's updateReviewer Update
02 Apr 2025, 14:59 It has now been three days since Sunday, March 30, 2025, and I have yet to receive a tangible resolution to my complaint. On Monday, March 31, 2025, I received a call from Builders Warehouse Customer Service, where I was assured that they would handle the matter. However, to date, I have received no further communication or updates. Meanwhile, Builders Express Northmead has contacted me, asking me to collect the repaired TRIMTECH Brush Cutter 52cc. I have made it clear that I cannot accept the repaired unit unless they are either offering me a brand-new replacement or a full refund, as this product was faulty from the start. Since this was a brand-new machine, I am fully entitled to a refund or a replacement under consumer protection laws. I was informed that a request for guidance has been sent to Customer Service, yet no resolution has been provided. My frustration with both the stores and Builders Warehouse Customer Service has reached its limit. Despite my repeated efforts, no urgency or prioritization has been shown in addressing my complaint. As the consumer, I am left dealing with the consequences of Builders Warehouse and TRIMTECH's failure to provide a reliable product and service. The burden has been unfairly shifted onto me, which is completely unacceptable. I will continue escalating this matter until it is resolved fairly.
TM
Tumelo M's update02 Apr 2025, 14:59
Reviewer Update
It has now been three days since Sunday, March 30, 2025, and I have yet to receive a tangible resolution to my complaint. On Monday, March 31, 2025, I received a call from Builders Warehouse Customer Service, where I was assured that they would handle the matter. However, to date, I have received no further communication or updates. Meanwhile, Builders Express Northmead has contacted me, asking me to collect the repaired TRIMTECH Brush Cutter 52cc. I have made it clear that I cannot accept the repaired unit unless they are either offering me a brand-new replacement or a full refund, as this product was faulty from the start. Since this was a brand-new machine, I am fully entitled to a refund or a replacement under consumer protection laws. I was informed that a request for guidance has been sent to Customer Service, yet no resolution has been provided. My frustration with both the stores and Builders Warehouse Customer Service has reached its limit. Despite my repeated efforts, no urgency or prioritization has been shown in addressing my complaint. As the consumer, I am left dealing with the consequences of Builders Warehouse and TRIMTECH's failure to provide a reliable product and service. The burden has been unfairly shifted onto me, which is completely unacceptable. I will continue escalating this matter until it is resolved fairly.
Builders Warehouse's replyOfficial
02 Apr 2025, 17:00Hi Tumelo,
I'm sorry for the service received.
Please be advised that the report has come back, and the outcome was that the damage was due to customer negligence and therefore cannot be exchanged or refunded.
As a goodwill gesture, the supplier repaired the item free of charge.
My sincere apologies for the inconvenience this has caused you.
Kind regards,
KD
I'm sorry for the service received.
Please be advised that the report has come back, and the outcome was that the damage was due to customer negligence and therefore cannot be exchanged or refunded.
As a goodwill gesture, the supplier repaired the item free of charge.
My sincere apologies for the inconvenience this has caused you.
Kind regards,
KD
Builders Warehouse's reply02 Apr 2025, 17:00
Official
Hi Tumelo,
I'm sorry for the service received.
Please be advised that the report has come back, and the outcome was that the damage was due to customer negligence and therefore cannot be exchanged or refunded.
As a goodwill gesture, the supplier repaired the item free of charge.
My sincere apologies for the inconvenience this has caused you.
Kind regards,
KD
I'm sorry for the service received.
Please be advised that the report has come back, and the outcome was that the damage was due to customer negligence and therefore cannot be exchanged or refunded.
As a goodwill gesture, the supplier repaired the item free of charge.
My sincere apologies for the inconvenience this has caused you.
Kind regards,
KD
TM
Tumelo M's updateReviewer Update
03 Apr 2025, 14:28 Thank you for getting back to me.
While I appreciate the supplier's goodwill in repairing the item, the fact remains that this was their machine and their fault. I strongly disagree with the conclusion that the damage resulted from customer negligence. Given the circumstances of my complaint, I request further clarification on how this determination was made and what specific evidence was considered.
Furthermore, I would like to understand what measures are in place to prevent similar incidents from happening to other customers in the future.
I am deeply dissatisfied with the resolution provided. It does not seem fair or reasonable that, as the customer, I am expected to bear all the risk. This is yet another example of a large retailer disregarding consumer rights and shifting responsibility onto an innocent customer—completely unacceptable.
I look forward to your response.
While I appreciate the supplier's goodwill in repairing the item, the fact remains that this was their machine and their fault. I strongly disagree with the conclusion that the damage resulted from customer negligence. Given the circumstances of my complaint, I request further clarification on how this determination was made and what specific evidence was considered.
Furthermore, I would like to understand what measures are in place to prevent similar incidents from happening to other customers in the future.
I am deeply dissatisfied with the resolution provided. It does not seem fair or reasonable that, as the customer, I am expected to bear all the risk. This is yet another example of a large retailer disregarding consumer rights and shifting responsibility onto an innocent customer—completely unacceptable.
I look forward to your response.
TM
Tumelo M's update03 Apr 2025, 14:28
Reviewer Update
Thank you for getting back to me.
While I appreciate the supplier's goodwill in repairing the item, the fact remains that this was their machine and their fault. I strongly disagree with the conclusion that the damage resulted from customer negligence. Given the circumstances of my complaint, I request further clarification on how this determination was made and what specific evidence was considered.
Furthermore, I would like to understand what measures are in place to prevent similar incidents from happening to other customers in the future.
I am deeply dissatisfied with the resolution provided. It does not seem fair or reasonable that, as the customer, I am expected to bear all the risk. This is yet another example of a large retailer disregarding consumer rights and shifting responsibility onto an innocent customer—completely unacceptable.
I look forward to your response.
While I appreciate the supplier's goodwill in repairing the item, the fact remains that this was their machine and their fault. I strongly disagree with the conclusion that the damage resulted from customer negligence. Given the circumstances of my complaint, I request further clarification on how this determination was made and what specific evidence was considered.
Furthermore, I would like to understand what measures are in place to prevent similar incidents from happening to other customers in the future.
I am deeply dissatisfied with the resolution provided. It does not seem fair or reasonable that, as the customer, I am expected to bear all the risk. This is yet another example of a large retailer disregarding consumer rights and shifting responsibility onto an innocent customer—completely unacceptable.
I look forward to your response.
Builders Warehouse's replyOfficial
03 Apr 2025, 16:06Hi Tumelo,
I have sent the detailed report of your repair from our supplier to the email address ***. JF
I have sent the detailed report of your repair from our supplier to the email address ***. JF
Builders Warehouse's reply03 Apr 2025, 16:06
Official
Hi Tumelo,
I have sent the detailed report of your repair from our supplier to the email address ***. JF
I have sent the detailed report of your repair from our supplier to the email address ***. JF
TM
Tumelo M's updateReviewer Update
03 Apr 2025, 18:28 Hi JF, Am I supposed to guess who the email was sent to? I haven’t received anything thus far. Could you please share the report with me at ***? Thanks,
TM
Tumelo M's update03 Apr 2025, 18:28
Reviewer Update
Hi JF, Am I supposed to guess who the email was sent to? I haven’t received anything thus far. Could you please share the report with me at ***? Thanks,
TM
Tumelo M's updateReviewer Update
03 Apr 2025, 18:43 Hi KD & JF,
Found the email in my spam folder. Apologies.
Thank you for providing the repair report. However, the report simply states:
This does not address my initial complaint or provide any detailed explanation of how the supplier determined that the damage resulted from "customer negligence." Could you please clarify:
As mentioned before, this machine failed within 30 minutes of first use. I maintain that I used it correctly and in accordance with standard operation. A generic response like "do not pull the starter too hard" does not justify denying a refund or replacement for a defective product. I would appreciate a detailed response addressing these points. Please let me know how we can resolve this fairly. Looking forward to your reply.
Thank you,
Tumelo
Found the email in my spam folder. Apologies.
Thank you for providing the repair report. However, the report simply states:
- "Repaired starter"
- "Machine must be used with a mixing ratio of 30:1"
- "Customer must not pull starter too hard"
This does not address my initial complaint or provide any detailed explanation of how the supplier determined that the damage resulted from "customer negligence." Could you please clarify:
- What exactly was repaired on the starter?
- What tests were conducted to confirm the machine is now in proper working condition?
- What specific evidence led to the conclusion of customer negligence?
As mentioned before, this machine failed within 30 minutes of first use. I maintain that I used it correctly and in accordance with standard operation. A generic response like "do not pull the starter too hard" does not justify denying a refund or replacement for a defective product. I would appreciate a detailed response addressing these points. Please let me know how we can resolve this fairly. Looking forward to your reply.
Thank you,
Tumelo
TM
Tumelo M's update03 Apr 2025, 18:43
Reviewer Update
Hi KD & JF,
Found the email in my spam folder. Apologies.
Thank you for providing the repair report. However, the report simply states:
This does not address my initial complaint or provide any detailed explanation of how the supplier determined that the damage resulted from "customer negligence." Could you please clarify:
As mentioned before, this machine failed within 30 minutes of first use. I maintain that I used it correctly and in accordance with standard operation. A generic response like "do not pull the starter too hard" does not justify denying a refund or replacement for a defective product. I would appreciate a detailed response addressing these points. Please let me know how we can resolve this fairly. Looking forward to your reply.
Thank you,
Tumelo
Found the email in my spam folder. Apologies.
Thank you for providing the repair report. However, the report simply states:
- "Repaired starter"
- "Machine must be used with a mixing ratio of 30:1"
- "Customer must not pull starter too hard"
This does not address my initial complaint or provide any detailed explanation of how the supplier determined that the damage resulted from "customer negligence." Could you please clarify:
- What exactly was repaired on the starter?
- What tests were conducted to confirm the machine is now in proper working condition?
- What specific evidence led to the conclusion of customer negligence?
As mentioned before, this machine failed within 30 minutes of first use. I maintain that I used it correctly and in accordance with standard operation. A generic response like "do not pull the starter too hard" does not justify denying a refund or replacement for a defective product. I would appreciate a detailed response addressing these points. Please let me know how we can resolve this fairly. Looking forward to your reply.
Thank you,
Tumelo
Builders Warehouse's replyOfficial
04 Apr 2025, 08:13Hi Tumelo,
I will follow up with the supplier for you.
Kind Regards
KD
I will follow up with the supplier for you.
Kind Regards
KD
Builders Warehouse's reply04 Apr 2025, 08:13
Official
Hi Tumelo,
I will follow up with the supplier for you.
Kind Regards
KD
I will follow up with the supplier for you.
Kind Regards
KD