Builders Warehouse - Worst ever service from builders warehouse

On Monday 16 September 2024 I placed an online order with Builders Warehouse for a installation I need to do for a company. This is where my nightmare started. Their system said the transaction failed and I did it again which failed again. Checking my bank statement both transactions went through. I called Builders and the customer care agent confirmed they received both payments and that they would refund the one payment. He would mail me the relevant refund paperwork which I did received promptly. Also the order would go through as per their 2 to 5 day delivery plan. When I opened the mail with the refund instructions I learned that now I have to supply them with a copy of my ID, proof of bank account, and proof of residence not older than 3 months. So I called them back and said I stay on a farm and will not spend a whole day and money to get all these proofs for their system not working. They can see the account the money came from and can just return it back into the same account. At the end I got my bank to reverse the one payment. Forward to Monday 23 September 2024 and no delivery. So I went onto there website to see what happened to my order just to learn the order has expired. So I called them again and here the worst battle started. After a long time they can see that the order was paid but they still need proof of payment. Then they will send it to the relevant department which will allocate the funds to my Builders wallet and once the funds shows in my wallet I need to start the order from scratch. NOW WHAT IS SO DIFFICULT. They have my money, they have my order, just do the paperwork and get the order out. I warned them the 24th is a public holiday and I need my stuff. Chante promised me she will sort it out and she did receive the proof of payment. Wednesday 25 September dead silence from Builders. I checked my Builders wallet, zero funds so I called them and ask for Chante. Guess what, they don't know Chante or in which department she works. She is supposed to be a senior supervisor but unknown to the call center agent. Now I hope that this review reaches someone at Builders Warehouse that can solve my problem.
Reply (4)

Builders Warehouse’s reply
25 Sep 2024 at 09:41
Hi Michael,

Thank you for bringing this to our attention. I am sorry for the level of service you've received and that you haven't gotten any feedback regarding your order.

I will have the matter escalated and our team will be in touch.

Regards,
SR
Michael R’s reply
25 Sep 2024 at 10:29
Please can somebody get met a telephone number for Builders Warehouse head office so that I can speak to somebody higher than a call center agent someone who has the mussel to get something done. SO FAR ALL I GET IS NO SERVICE AT ALL
Builders Warehouse’s reply
25 Sep 2024 at 10:30
Hi Michael,

Kindly note that your funds are being processed and our team will be in contact with you.

Regards,
SR
Michael R’s reply
25 Sep 2024 at 10:43
Sorry, not good enough. Now I still need to wait for the processing and start the circus all over again. I was supposed to install the tank Monday 23 September and now you want me to wait for the processing to start all over again waiting another 2 to 5 days. I need a telephone number for a senior manager at your head office to complain to.

Now today 27 September 2024 and I am still battling to get my paid order delivered. Builders head office contact details are the are the best kept secret in South Africa, I suppose it is just because they do not care about there customers.

All there promises to contact me were all lies. If I don't call they are to happy, so they can go on, on there incompetent merry way