Turnaround from terrible service to Success!

I ordered a quite expensive (for me at least) air-conditioner from Builders Warehouse on 05 December 2024, and the online order platform advised that the installation would be done on 10 December at 10:00. I took time away from the office to ensure that I was home when the Installers arrived - 10:00 arrived and went with no-one arriving. I called the Builders Call center at 10:20 and was advised that I should be patient, the Installers would get there. No-one arrived. On the Wednesday I again stayed home - still no installation.

I called the Call Center, posted a complaint online and did everything I could to get this order completed. Wednesday came and went without success. On Thursday I was advised that the installation would be done on 17 December - completely unacceptable!

I again contacted the call centre and lodged a complaint on every portal I could. The team at Builders Warehouse took notice. I was contacted by the Call Center (instated of me phoning every two hours) and advised that the installation would be done on 13 December, no time specified.

On 13 December I waited and waited - at an 15h15 thy arrived. The work is done, done very well and I am happy with my purchase.

Well done to the team who turned around a one star complaint to a satisfied customer in three day - thank you!