Unprofessional and completely *********** processes

My email to BW today: Good day

I hope you are well.

I am completely disappointed and shocked at the poor systems and service on making a simple glass purchase. How embarrassing and unprofessional for a company of your size and resources.

This email has reference.

Post the email I sent below I received a call from +***0 - Customer care at 11:40am 2025.06.04. It was with regards to the below email. I was told I need to arrange in store (as delivery charge is calculated) and I would need make payment instore.

Please note when I ordered the glass I wrote my address in the order book (I have taken a photo as proof) and asked to arrange delivery. At that point I was told that I could arrange delivery once the glass arrived.

Back to today where I went instore to arrange delivery and make payment. I was told they email head office to calculate the delivery charge. Once they get that I can pay. BUT it was unlikely I would receive the delivery quote today.

So that means I would have to come back into builders warehouse to make payment running off information provided. 3 trips possible 4 to be honest before I would have arranged and paid for delivery.

I called in and relayed the details to the call center at 12:59pm today, 2025.06.05. My order number in book is: 94975 My order number printed is:***

I refer to your email On Wednesday, 4 June 2025 at 08:46:30 SAST, The Builders Team <***> wrote: where you say: "We can only keep your order for 10 days from the date it is ready for Pickup. After this period, if we haven’t heard from you, we will need to cancel and refund your order".

I am not driving to this store 3 or 4x wasting my time, petrol and money for something that could have been arranged at time of purchase.

So let me know if I must wait 10 days and receive my refund and go elsewhere or whether or not Builderwarehouse would like to conclude this fiasco of a transaction.

I reserve my rights to the fullest extend of the law.