AA
Alonzo A
1 reviews | Active since Dec 2021
21 Jan 2026, 08:14
Unacceptable Delays & No Resolution on Order Placed 17 December 2025
I am extremely disappointed with the service received from Builders Warehouse regarding Order #***, which was placed on 17 December 2025.
After waiting an unreasonable amount of time for delivery, I formally requested cancellation and a refund on 29 December 2025. During a call with the Builders call centre, I was then advised that the order would instead be delivered by 30 December 2025. This delivery never happened.
Since then:
I have received no shipping confirmation
No delivery details
No confirmation of cancellation
No feedback from the refunds department
I followed up multiple times on 29 December, 9 January, and 12 January, and again after being assigned a reference number (243KI). Each time, I was told the matter was “in progress” or that the supplier had “only reopened,” with no concrete feedback, timelines, or accountability.
At this point, the order has been outstanding for weeks, and I am still left without either the product or my money. The lack of communication and failure to resolve a straightforward cancellation is unacceptable and reflects very poorly on Builders’ online and customer service.
I am still awaiting:
Clear confirmation whether the order has been cancelled, and
A definitive timeframe for the refund.
I would strongly caution customers when placing online orders with Builders unless service levels improve significantly.
Helpful (0)
Replies (11)0
Replies (11)
Builders Warehouse's replyOfficial
21 Jan 2026, 08:24Hi Alonzo,
Thank you for bringing the above to our attention and I'm sorry for the service received.
I will follow up on this for you and we will keep you updated.
Kind Regards
KD
Builders Warehouse's reply21 Jan 2026, 08:24
Official
Hi Alonzo,
Thank you for bringing the above to our attention and I'm sorry for the service received.
I will follow up on this for you and we will keep you updated.
Kind Regards
KD
AA
The continued lack of communication is unacceptable and only adds to the frustration of an already poorly handled situation.
Alonzo A's updateReviewer Update
22 Jan 2026, 12:46Hi KD,
Thank you for your response.
However, I must express my disappointment that more than 24 hours have passed since your message, and I have still received no communication, update, or resolution on this matter.
This issue has been ongoing since December, with multiple follow-ups already made, and yet there has been no concrete feedback, no confirmation of cancellation, and no clear refund timeline provided. At this stage, another generic assurance that the matter is being “followed up” is simply not sufficient.
The continued lack of communication is unacceptable and only adds to the frustration of an already poorly handled situation.
I am once again requesting the following, urgently:
- Written confirmation of whether the order has been cancelled, and
- A definitive date by which the refund will be processed.
I expect a clear and meaningful response without further delay.
Regards,
AA
Alonzo A's update22 Jan 2026, 12:46
Reviewer Update
Hi KD,
Thank you for your response.
However, I must express my disappointment that more than 24 hours have passed since your message, and I have still received no communication, update, or resolution on this matter.
This issue has been ongoing since December, with multiple follow-ups already made, and yet there has been no concrete feedback, no confirmation of cancellation, and no clear refund timeline provided. At this stage, another generic assurance that the matter is being “followed up” is simply not sufficient.
The continued lack of communication is unacceptable and only adds to the frustration of an already poorly handled situation.
I am once again requesting the following, urgently:
- Written confirmation of whether the order has been cancelled, and
- A definitive date by which the refund will be processed.
I expect a clear and meaningful response without further delay.
Regards,
Builders Warehouse's replyOfficial
22 Jan 2026, 13:04Hi Alonzo,
I'm sorry that you've not had any feedback.
Your query has been escalated to the relevant department for feedback.
I will follow up with them on this for you.
Kind Regards
KD
I'm sorry that you've not had any feedback.
Your query has been escalated to the relevant department for feedback.
I will follow up with them on this for you.
Kind Regards
KD
Builders Warehouse's reply22 Jan 2026, 13:04
Official
Hi Alonzo,
I'm sorry that you've not had any feedback.
Your query has been escalated to the relevant department for feedback.
I will follow up with them on this for you.
Kind Regards
KD
I'm sorry that you've not had any feedback.
Your query has been escalated to the relevant department for feedback.
I will follow up with them on this for you.
Kind Regards
KD
AA
Alonzo A's updateReviewer Update
03 Feb 2026, 13:06Hi KD
Could you Kindly confirm when the refunded funds will reflect in my account.
Could you Kindly confirm when the refunded funds will reflect in my account.
As per the confirmation email i received from Siyamthanda Dlumcamo on 23 January 2026, I was advised that the refund had been processed and would be received within four to five working days. It is now the 7th working day since this confirmation, and no funds have been received to date.
This delay is unacceptable, and I require urgent feedback on when the funds will be credited to my account.
Please advise as a matter of urgency.
Regards,
Alonzo Adams
AA
Alonzo A's update03 Feb 2026, 13:06
Reviewer Update
Hi KD
Could you Kindly confirm when the refunded funds will reflect in my account.
Could you Kindly confirm when the refunded funds will reflect in my account.
As per the confirmation email i received from Siyamthanda Dlumcamo on 23 January 2026, I was advised that the refund had been processed and would be received within four to five working days. It is now the 7th working day since this confirmation, and no funds have been received to date.
This delay is unacceptable, and I require urgent feedback on when the funds will be credited to my account.
Please advise as a matter of urgency.
Regards,
Alonzo Adams
Builders Warehouse's replyOfficial
04 Feb 2026, 08:50Hi Alonzo,
Kindly be advised that refunds can take 7-10 working days to reflect.
When checking your statement please make sure to check for the refund around the original date that the order was placed on as banks sometimes back date the refund.
Kind Regards
KD
Kindly be advised that refunds can take 7-10 working days to reflect.
When checking your statement please make sure to check for the refund around the original date that the order was placed on as banks sometimes back date the refund.
Kind Regards
KD
Builders Warehouse's reply04 Feb 2026, 08:50
Official
Hi Alonzo,
Kindly be advised that refunds can take 7-10 working days to reflect.
When checking your statement please make sure to check for the refund around the original date that the order was placed on as banks sometimes back date the refund.
Kind Regards
KD
Kindly be advised that refunds can take 7-10 working days to reflect.
When checking your statement please make sure to check for the refund around the original date that the order was placed on as banks sometimes back date the refund.
Kind Regards
KD
AA
Alonzo A's updateReviewer Update
11 Feb 2026, 08:59Good day KD,
Your response does not resolve the issue.
I was advised in writing on 23 January 2026 that the refund had been processed and would reflect within 4–5 working days and you advised that it takes 7–10 working days. All of these communicated timeframes have now passed.
I have also checked my bank statement for any backdated entries as advised, and no refund has been received.
Please confirm today:
• Whether the refund has in fact been processed
• The transaction reference / proof of payment
• The exact date the funds will reflect
• Whether the refund has in fact been processed
• The transaction reference / proof of payment
• The exact date the funds will reflect
Regards,
Alonzo Adams
Alonzo Adams
AA
Alonzo A's update11 Feb 2026, 08:59
Reviewer Update
Good day KD,
Your response does not resolve the issue.
I was advised in writing on 23 January 2026 that the refund had been processed and would reflect within 4–5 working days and you advised that it takes 7–10 working days. All of these communicated timeframes have now passed.
I have also checked my bank statement for any backdated entries as advised, and no refund has been received.
Please confirm today:
• Whether the refund has in fact been processed
• The transaction reference / proof of payment
• The exact date the funds will reflect
• Whether the refund has in fact been processed
• The transaction reference / proof of payment
• The exact date the funds will reflect
Regards,
Alonzo Adams
Alonzo Adams
Builders Warehouse's replyOfficial
11 Feb 2026, 12:30Hi Alonzo,
I'm sorry that you've not yet received your refund.
My colleague has sent you an email today a short while ago, kindly reply to that email with the requested information.
Regards
KD
I'm sorry that you've not yet received your refund.
My colleague has sent you an email today a short while ago, kindly reply to that email with the requested information.
Regards
KD
Builders Warehouse's reply11 Feb 2026, 12:30
Official
Hi Alonzo,
I'm sorry that you've not yet received your refund.
My colleague has sent you an email today a short while ago, kindly reply to that email with the requested information.
Regards
KD
I'm sorry that you've not yet received your refund.
My colleague has sent you an email today a short while ago, kindly reply to that email with the requested information.
Regards
KD
AA
Alonzo A's updateReviewer Update
11 Feb 2026, 15:18Good afternoon KD,
As stated in my reply email to your documents request, before I provide any sensitive banking information, I require formal proof that the refund was processed, including the exact date on which it was processed. This is standard practice and necessary for me to verify that the refund was in fact actioned on your side, as you claim.
Based on my experience and what is widely reported on HelloPeter, it is evident that refund handling by Builders is frequently problematic. Unfortunately, this is now consistent with what I am personally experiencing.
I will not be sending my bank statement blindly or prematurely. I expect the requested proof of payment to be provided immediately, so that this matter can be resolved without any further unnecessary delay.
Please treat this request with the urgency it requires. I await your prompt confirmation and supporting documentation before taking any further action.
Regards,
Alonzo Adams
Alonzo Adams
AA
Alonzo A's update11 Feb 2026, 15:18
Reviewer Update
Good afternoon KD,
As stated in my reply email to your documents request, before I provide any sensitive banking information, I require formal proof that the refund was processed, including the exact date on which it was processed. This is standard practice and necessary for me to verify that the refund was in fact actioned on your side, as you claim.
Based on my experience and what is widely reported on HelloPeter, it is evident that refund handling by Builders is frequently problematic. Unfortunately, this is now consistent with what I am personally experiencing.
I will not be sending my bank statement blindly or prematurely. I expect the requested proof of payment to be provided immediately, so that this matter can be resolved without any further unnecessary delay.
Please treat this request with the urgency it requires. I await your prompt confirmation and supporting documentation before taking any further action.
Regards,
Alonzo Adams
Alonzo Adams
Builders Warehouse's replyOfficial
11 Feb 2026, 15:45Hi Alonzo,
I will pass this feedback over.
Regards
KD
I will pass this feedback over.
Regards
KD
Builders Warehouse's reply11 Feb 2026, 15:45
Official
Hi Alonzo,
I will pass this feedback over.
Regards
KD
I will pass this feedback over.
Regards
KD
AA
Alonzo A's updateReviewer Update
20 Feb 2026, 16:29Good afternoon,
It has now been three days with no feedback once again. I am extremely disappointed with the level of customer service I have received from Builders Warehouse regarding a refund that has been outstanding for almost two months.
It is unacceptable that I have to continuously follow up in order to receive any response or progress on this matter.
Your urgent response and a clear update on the status of my refund are required immediately.
Regards
AA
Alonzo A's update20 Feb 2026, 16:29
Reviewer Update
Good afternoon,
It has now been three days with no feedback once again. I am extremely disappointed with the level of customer service I have received from Builders Warehouse regarding a refund that has been outstanding for almost two months.
It is unacceptable that I have to continuously follow up in order to receive any response or progress on this matter.
Your urgent response and a clear update on the status of my refund are required immediately.
Regards
Builders Warehouse's replyOfficial
21 Feb 2026, 08:15Hi Alonzo,
I'm sorry you haven't received your refund and for the delay.
I'll follow up with our team for feedback for you.
We will be in touch.
Regards,
BB
I'm sorry you haven't received your refund and for the delay.
I'll follow up with our team for feedback for you.
We will be in touch.
Regards,
BB
Builders Warehouse's reply21 Feb 2026, 08:15
Official
Hi Alonzo,
I'm sorry you haven't received your refund and for the delay.
I'll follow up with our team for feedback for you.
We will be in touch.
Regards,
BB
I'm sorry you haven't received your refund and for the delay.
I'll follow up with our team for feedback for you.
We will be in touch.
Regards,
BB