Truly Terrible Service

Truly disgusting service we feel sick entering builders from our experience and now we are trying to use other hardware stores while sharing our experience to all.

My husband and I ordered 2 cobra Nile taps for our new scullery + kitchen on the 24th Nov and 1 tin of fired earth floor paint there was only one tin left we had to collect it from Cape gate.

But the 2 taps did not have pick up option and could only be delivered which was annoying as we do prefer to pick up items, it's quicker.

Only one tap arrived in the box, we have been calling/emailing and have been passed back and forward with no resolution for over a month now,,, we were told last week over the phone the matter is under investigation and we will only be contacted next year as the taps supplier is closed.

We recieved an email 24 dec from Jordan Ran Rensburg explaining builders can't be held liable for the loss of the tap.

This is completely unacceptable as we were told the supplier is closed and yourselves cant check until they re open in January ????

The matter needs to be looked into again urgently and stock must be counted and the error must be traced and rectified ...

We also had a packer reach out to us via what's app insisting that he put two in the box this is very suspicious as we have never heard of packers contacting customers directly it's usually managers whom reach out, packers pack for the whole of SA how would any one remember what they packed during the black Friday sales.??? Errors can happen. But builders needs to take accountability.

We have screen shots, of the messages and the phone number of the packer.

Why should we give R1350. 00 of our money away to Builders warehouse when we ordered 2 taps but recieved 1, the box was not tampered with at all we have photo evidence and my husband opened the top of box neatly. We have eye witnesses too from Wright milners south Africa my husband's work place whom has an account with builders.

We are not *******...when my husband collected the tin of floor paint wayyyyy before the Tap was deliverd,,,, the system was offline an they wrote on a slip for him.. For a few days after that I had builders contact me many times to collect the tin,,, I explained we have collected the paint.... the system was offline so obviously unable to record that we collected it,,, I even have email proof to Builders telling them we have collected the paint.!!!! ...so If we were such dishonest ******* we would have jumped at the thought of racing to builders to pick up a extra free paint tin valued at R999.00..

We are an honest family. Whom have spent thousands over the last 4 months at builders renovating our home, we would not ***** a tap... We wanted a matching pair in our home, we had to cancel the installation as we can't have one odd tap now....while we wait on resolution it is such a delay with Installation.

To be dealt with like this is absolutely shocking and disappointing , we would like the other tap that we paid for.

Usually we visit our sunningdale branch where Mr Cedric Louw is the manager, I have recently gone to meet with him and discussed the situation where he has tried to help.

Our family and friends are shocked with the incident and have recommended we escalate this to the consumer protection bodies + small claims court. My husband works for Wright milners south Africa whom uses builders on a regular basis and my father owns a manufacturing company and he agrees this is unacceptable customer service from a company we have all used for many years.