IA
Iftekhar A
1 reviews | Active since Sept 2025
01 Sept 2025, 11:57
Unable to fulfill orders then make it extremely difficult to get your money back
I placed an order online and after a week 1 of Builders staff sends me an informal WhatsApp message to say that they need to cancel the order as they cannot fulfill it. The order itself is still marked as in progress and no formal communication from Builders was received about this.
Over a week later I email their support to follow up and get told I need to provide a bunch of personal information (ID, bank statements, proof of address) to get my money back. This goes against their own terms and conditions which states that refunds will be processed back to the original payment method. It is ridiculous that "refund forms" must be filled out and you need to provide statements and proof of payments when Builders cancels your order out of their own fault.
They inconvenience you by not fulfilling an order and then take it a step further by making you jump through hoops to get your money back. I do not recommend buying anything from Builders online. They claim it's for "security" but this whole process is less secure than refunding the original payment method.
Helpful (0)
Replies (7)0
Replies (7)
Builders Warehouse's replyOfficial
01 Sept 2025, 12:09Hi Iftekhar,
Thank you for bringing this to our attention.
We are sorry for the frustration and inconvenience caused.
This matter has been escalated, and we will be in touch with feedback.
Regards,
BB
Thank you for bringing this to our attention.
We are sorry for the frustration and inconvenience caused.
This matter has been escalated, and we will be in touch with feedback.
Regards,
BB
Builders Warehouse's reply01 Sept 2025, 12:09
Official
Hi Iftekhar,
Thank you for bringing this to our attention.
We are sorry for the frustration and inconvenience caused.
This matter has been escalated, and we will be in touch with feedback.
Regards,
BB
Thank you for bringing this to our attention.
We are sorry for the frustration and inconvenience caused.
This matter has been escalated, and we will be in touch with feedback.
Regards,
BB
IA
Iftekhar A's updateReviewer Update
01 Sept 2025, 12:18I just searched for "refund" here and so many other people are having this exact same issue. It's mind boggling how they do not see any issue with their processes and keep forcing it down on customers instead of fixing it. They have an online shop but their processes are still 10 years behind.
https://www.hellopeter.com/builders-warehouse/reviews/refused-refund-a***d9f8c63797aca1f87562f5d70970e9-***
https://www.hellopeter.com/builders-warehouse/reviews/refused-refund-a***d9f8c63797aca1f87562f5d70970e9-***
IA
Iftekhar A's update01 Sept 2025, 12:18
Reviewer Update
I just searched for "refund" here and so many other people are having this exact same issue. It's mind boggling how they do not see any issue with their processes and keep forcing it down on customers instead of fixing it. They have an online shop but their processes are still 10 years behind.
https://www.hellopeter.com/builders-warehouse/reviews/refused-refund-a***d9f8c63797aca1f87562f5d70970e9-***
https://www.hellopeter.com/builders-warehouse/reviews/refused-refund-a***d9f8c63797aca1f87562f5d70970e9-***
Builders Warehouse's replyOfficial
01 Sept 2025, 12:30Hi Iftekhar,
Thank you for your response.
We are sorry that this was your experience.
We understand where you are coming from and will do our best to resolve this.
We will liaise with our teamand we will be in touch.
Regards,
BB
Thank you for your response.
We are sorry that this was your experience.
We understand where you are coming from and will do our best to resolve this.
We will liaise with our teamand we will be in touch.
Regards,
BB
Builders Warehouse's reply01 Sept 2025, 12:30
Official
Hi Iftekhar,
Thank you for your response.
We are sorry that this was your experience.
We understand where you are coming from and will do our best to resolve this.
We will liaise with our teamand we will be in touch.
Regards,
BB
Thank you for your response.
We are sorry that this was your experience.
We understand where you are coming from and will do our best to resolve this.
We will liaise with our teamand we will be in touch.
Regards,
BB
IA
Iftekhar A's updateReviewer Update
02 Sept 2025, 09:28I logged a complaint with the CGSO explaining everything here and Builders "complaints department" called me to say they're still going to hold my refund hostage until I provide them with all the personal information they requested - they could not provide any reasonable explanation for what "security concern" there is by refunding the customer for an order they (Builders) themselves cancelled.
It was like talking to someone with no critical thinking that can only follow a standard operating procedure.
From this experience I do not recommend anyone buy from Builders, especially their online website. Brights online system actually works and they are far more efficient in terms of service and delivery.
It was like talking to someone with no critical thinking that can only follow a standard operating procedure.
From this experience I do not recommend anyone buy from Builders, especially their online website. Brights online system actually works and they are far more efficient in terms of service and delivery.
IA
Iftekhar A's update02 Sept 2025, 09:28
Reviewer Update
I logged a complaint with the CGSO explaining everything here and Builders "complaints department" called me to say they're still going to hold my refund hostage until I provide them with all the personal information they requested - they could not provide any reasonable explanation for what "security concern" there is by refunding the customer for an order they (Builders) themselves cancelled.
It was like talking to someone with no critical thinking that can only follow a standard operating procedure.
From this experience I do not recommend anyone buy from Builders, especially their online website. Brights online system actually works and they are far more efficient in terms of service and delivery.
It was like talking to someone with no critical thinking that can only follow a standard operating procedure.
From this experience I do not recommend anyone buy from Builders, especially their online website. Brights online system actually works and they are far more efficient in terms of service and delivery.
Builders Warehouse's replyOfficial
02 Sept 2025, 10:47Hi Iftekhar,
Thank you for your response.
We are sorry for the frustration and inconvenience caused.
Our team is working on this and will be in touch with feedback.
Regards,
BB
Thank you for your response.
We are sorry for the frustration and inconvenience caused.
Our team is working on this and will be in touch with feedback.
Regards,
BB
Builders Warehouse's reply02 Sept 2025, 10:47
Official
Hi Iftekhar,
Thank you for your response.
We are sorry for the frustration and inconvenience caused.
Our team is working on this and will be in touch with feedback.
Regards,
BB
Thank you for your response.
We are sorry for the frustration and inconvenience caused.
Our team is working on this and will be in touch with feedback.
Regards,
BB
IA
Iftekhar A's updateReviewer Update
28 Sept 2025, 10:05Update: I logged a complaint with the Consumer Goods Ombudsman as what they are doing goes against the CPA.
I refused to share bank statements and other irrelevant personal information they wanted. After 6 weeks they finally refunded my original transaction (by some miracle they finally figured out they can do this).
If anyone else is having the same issue, and I see many are based on other reviews, I suggest taking it up with the Consumer Goods Ombudsman. You will not get anywhere dealing with their customer support.
I refused to share bank statements and other irrelevant personal information they wanted. After 6 weeks they finally refunded my original transaction (by some miracle they finally figured out they can do this).
If anyone else is having the same issue, and I see many are based on other reviews, I suggest taking it up with the Consumer Goods Ombudsman. You will not get anywhere dealing with their customer support.
IA
Iftekhar A's update28 Sept 2025, 10:05
Reviewer Update
Update: I logged a complaint with the Consumer Goods Ombudsman as what they are doing goes against the CPA.
I refused to share bank statements and other irrelevant personal information they wanted. After 6 weeks they finally refunded my original transaction (by some miracle they finally figured out they can do this).
If anyone else is having the same issue, and I see many are based on other reviews, I suggest taking it up with the Consumer Goods Ombudsman. You will not get anywhere dealing with their customer support.
I refused to share bank statements and other irrelevant personal information they wanted. After 6 weeks they finally refunded my original transaction (by some miracle they finally figured out they can do this).
If anyone else is having the same issue, and I see many are based on other reviews, I suggest taking it up with the Consumer Goods Ombudsman. You will not get anywhere dealing with their customer support.
Builders Warehouse's replyOfficial
28 Sept 2025, 10:22Hi Iftekhar,
Thank you for your response.
I'm sorry it took so long to resolve your issue.
Your feedback has been noted and will be shared internally to improve our complaint handling and customer service processes. We understand how frustrating this must have been and sincerely regret the inconvenience caused.
If you need anything else, let us know.
Kind regards,
AO
Thank you for your response.
I'm sorry it took so long to resolve your issue.
Your feedback has been noted and will be shared internally to improve our complaint handling and customer service processes. We understand how frustrating this must have been and sincerely regret the inconvenience caused.
If you need anything else, let us know.
Kind regards,
AO
Builders Warehouse's reply28 Sept 2025, 10:22
Official
Hi Iftekhar,
Thank you for your response.
I'm sorry it took so long to resolve your issue.
Your feedback has been noted and will be shared internally to improve our complaint handling and customer service processes. We understand how frustrating this must have been and sincerely regret the inconvenience caused.
If you need anything else, let us know.
Kind regards,
AO
Thank you for your response.
I'm sorry it took so long to resolve your issue.
Your feedback has been noted and will be shared internally to improve our complaint handling and customer service processes. We understand how frustrating this must have been and sincerely regret the inconvenience caused.
If you need anything else, let us know.
Kind regards,
AO