Useless search engine on website ad bad advertising nonexistent stock in store

I am writing to raise a formal complaint regarding two persistent issues with the Builders Warehouse website and in-store stock visibility, both of which continue to waste customer time and undermine confidence in your service. During a visit to your store this morning, I attempted to show a staff member the specific product I wanted by using your online search bar. I entered the exact term “carpet 3,2 by 2,5 meter”. The search results returned completely irrelevant items, including “20mm PVC Tube Per meter” and “spiral Bind 12,7mm”. These results demonstrate that the search function is not operating as intended and cannot reliably return relevant products. If the system cannot perform basic keyword matching, it should be corrected as a matter of urgency or removed until it functions properly. I have a screenshot of the results available should your technical team require evidence. The Builders website consistently advertises products as available when they are not in stock. On multiple occasions, including today, your own store staff informed me that the items advertised online have never actually been stocked. This creates the impression that customers are being encouraged to visit stores for products that are not actually available. Whether this is caused by poor inventory synchronization or ineffective website management, it requires immediate correction. I do not want another generic assurance that the matter is being investigated. I expect a response addressing the following: • Why do these issues persist despite prior escalation. • The specific technical steps that are being taken to fix the search algorithm. • How you intend to ensure online product availability reflects actual in-store stock.