Builders Warehouse
Reviews and Complaints

Heads up! Never place an online order with builders warehouse, especially if your delivering store is fourways... Placed an online order, stock was available online when order arrives it is short. From the 17.07.2020, I have phoned the customer care line three times, everyone is going to call back... Still waiting... Eventually the customer care division puts me through to the store and I read out my reference number three times and they still can't get the number right and state they are delivering the bricks... Wtf I never ordered bricks! Just pure incompetence. They quick to take your money but cannot action a single delivery or query.
I am not surprised massmart group revenue and profit lines plumetted... A suggestion to the head office and the directors... Check out your customer service levels.
Roll on leroy merlin that is opening a flag ship store in fourways, you have your first customer in fourways eagerly awaiting your opening.

I have never in my entire life experienced such terrible service ever!

I purchased a 3 panel gas heater and gas bottle online directly from the builders warehouse's online purchase site (using the randburg robindale store as my point of collection). Please note the payment for the same was deducted immediately.

I thereafter, approx. 4 days later received a call from the robindale buliders warehouse advising that my heater is ready for collection.

I immediately drove 48km (96km round trip) to go and collect it only to be welcomed by the most rude staff members. After being ignored for the first 10 min while being in the store, I was taken to the manager (martin). I politely greeted him and once again was blatantly ignored. After my 4th hello, his response was "ja". Already irritated at this point I just ignored my anger and requested my heater and gas bottle.

The manager martin looks at me and say, "we are out of stock, they are all sold out". I explained to him that firstly I was called to say it's ready for collection and secondly the online website (who I logged onto in front of him) reflected that they had 48 in stock. Without any bother he checks his system which shows they have 32 in stock, however tells me "oh they must be an error, we dont have it. I could wait for stock or cancel my order and go get it from somewhere else".

Extremely angry I left the store and decided to wait for stock.

It is now more thank 6 weeks later, I have made approx. 20 calls to every department and including the call centre to try and get assistance but have been pushed around from pillar to post and received nothing but false promises and the excuse that they do not have stock but I can and should cancel my order if i'm not happy.

Eventually I took it upon myself to contact the builders warehouse in boksburg where I received extremely friendly and helpful service. They confirmed that they currently had 88 physical stock on hand.

I yet again contacted the robindale builders warehouse to notify them of this and request they deliver one to me immediately.

What do you know... Again promised that it will be reserved and delivered on sunday the latest. Sunday, monday and tuesday passed and as usual they failed to contact me or update me on anything. On wednesday, 15/07/20, I called them to find out what is the delay since there is stock and was told that "they are sorry but my order seems to be cancelled. If I still want it, I must re-place another online order".

I have never been this angry at customer service before. It is now more than 6 weeks later, in the middle of winter and I am expected to go shop around at other stores for a gas heater.

I will never in my life purchase anything from builders wearhouse again. Furthermore, I will never recommend their store to anyone.

If i'm ever asked on any social media platform to give a review on this store you can bet on your life that it will never be a good one.

The worse customer service builders glen eagles:

I purchased building material on the 24th june 2020, and after having a lengthy conversation with the cashier: solomon selolo about how critical it is that I receive this material on friday 26th june due to the fact that the builders will be onsite to start my work. Once again builder glen eagles do what they do best when it comes to delivery and customer service, not even a single update call on when my delivery will be made, I had to personally use my own airtime to follow up on when I can expect delivery. A guy by the name of jabu who claims to be the "dispatch manager" made excuses of how the river sand delivery truck was delayed and that they will make sure that they deliver my material no later than 17h00pm. It is now 18h22pm I didn't even receive a call from them on what is happening with my delivery. Point 1: my delivery requirements where not met, after I paid, advice of when work will resume onsite, and emphasizes on the fact that no delivery will cost me with the builders I asked to be onsite. Point 2: if that is the caliber of managers in your dispatch department that you hire, then it is evident that builders glen eagles is running a circus of a business. The lack of professional business conduct, lack of delivery management and lack of service management is amongst the endless list of poor! A joke of service that builders glen eagles have to offer. I am utterly disappoint knowing what a well established business builders as a whole has, however what you will experience at glen eagles will always leave a bitter taste in ones mouth.
I will be publishing this disgusting service received from dispatch department particularly jabu and thabo. In closing, I don't have my material, no call or even a text to explain and regardless of the money I have spent this is what it has resulted to.

1. The Builders Warehouse in Fourways is in a shocking state.
A lot of shelves do not have prices shown.
Some of the prices seem grossly inflated following the Covid 19 lockdown.

2. Builders Warehouse is clearly having staff problems because there are very few staff around to help.

3. My emails to Builders Warehouse, obtained form the internet, were returned!
What does Builders have to hide?

I purchased an order online on 26 may 2020and was advised that the item would only arrive in stock on 9 june 2020. After having placed the order and paid, I receive absolutely no communication regarding my order. Not that it was confirmed or received. I had to email, online chat with agents and call after them all the time. I received an email from a lady named bronwyn after again, I had to chase after them informing me that the stock would arrive on said date. Closer to the date, I logged on to the online chat option and again was told that the item had been in store since 9 june 2020. I then go into the store on saturday, 12 june to collect the item to my dismay, the store hadn't picked up my order number at all. No surprise here as they were pathetic from the get go. I lady by the name of celeste bezuidenhout had also been replying to my emails and now is nowhere to be found in response to my emails. Infact, besides not being able to locate my order number, the store also confirmed that they hadn't had that product in, in months. So no order number and no stock. I feel as though my pet bird would have done a better job here with this mess! Suddenly no one responds on the online chat platform anymore. As though they are purposefully ignoring as they can very well see who they are talking about. I then call the customer care number on saturday and what do you know, another story. They have not received my payment which I made on 26 may 2020 clearly stating the order number. Anyone else seein how this story keeps changing? I feel as though I am deadline with a group of brain dead people. First there was "no" order number then "no stock" delivered to the store despite being told twice that stock had arrived to now "no payment". If you are going to try steal my money, at least have some kind of tact and be consistent with one story! I told the lady on the phone on saturday that I wanted my money back immediately. Here I am, still waiting. How long does it take to do your job properly. I want my money now!

Good day
I have ordered products from Builders Zambezi in April. It was scheduled for delivery on the 9th of May. Nobody delivered my products. When I enquired about it, I was told the shelve I ordered was out of stock. After another email we decided to have my account credited and the shelve removed from the order. I have send numerous emails. I am still awaiting my products.
Marisha Tolsma

Every time when they are supposed to deliver my goods I must go to the store and ask when are they prepared to deliver. When I get to the store I will be told stories as now they promised to deliver bricks Monday 15th June but they didn't do so

Why must I always nag builders for my delivery that is already paid up. Their service sucks and when you get to the store you become a fool in their eyes. I feel pity for the owners their staff is not reliable at all.

I bought a product online and the following day I was called to be informed that the product was out of stock, the agent said I would receive a refund asap... Still up until today I haven't received any refund I have been calling, sending mails and no one seems to be helping. This is honestly the worse service ever! Never buy from builders using their online website! You will never receive your money back! Poor service honestly!

I placed on online order in April for collection in store 5 May 2020. For items marked as in stock.

On the 5th of May I went to collect my order and was advised that the order was not ready. I left the store and returned on the 7th May. I was advised by Sibusiso who works in dispatch that nobody knows where my order is. He will repack the order and send it by delivery.

On the 11th of May I received an oder but their where items missing.

I then called the call centre and spoke to Grant who contacted Sibusiso and told Sibusiso to call me back.

Sibusiso returned my call and advised that the items missing from the delivery were out of stock. He then offered a substitute item which I refused.

I then called the call centre and requested that the balance of the out of stock items be refunded to the card I purchased with.

Noeg assisted and said it won't be a problem and the refund would relatively quick and the money will be back in my account within a few days.

Two weeks later no refund into my account. Logged a complaint on hello Peter and received a call from Aakillah with whom I had a lengthy argument about needing to sign a refund form so that the money could be paid back to me from my builders account.

I dont have a builders account I have never had one and don't plan on taking out one. Builders decided without consultation to open an account on my name and credit the balance into the builders account rather than my personal account as instructed.

I refused to fill out forms for an account I did not request to open.

I was was advised that of I do not fill out the form and sign it the money will not be returned to me because its in an account and the account needs authorization to be closed.

I will not sign for an account I did not request. Builders are refusing to return my funds

Account opened
[protected]

I have been trying from December getting pricing on conduit bundles.

My emails just get deleted without being read.

This is customer service.

My husband went to BOKSBURG branch at one stage and had to stand around for 30 minutes just to get an answer (this is an online store)

Must we go elsewhere for pricing at it seems BUILDERS does not need any business

Please note only emails I am on the factory floor and not in office to answer calls.

M COETZEE
[protected]@nu-fiberform.co.za

Good day I went to builders in Bedworth park. Last week I went there to get facials ( I took a sample with of the facial as it was bigger then normal facials ), sink ect. It was R4900 Worth of stuff. Then already the staff was standing around chatting leaning on trolleys at the back yard. After about 30 min now we had everything the staff was sitting I asked them to tie the stuff for me they said they can't tie laughing. I called a manager the manger did take my details but said he will deal with the staff and he tied it himself? The staff sat there looking at all of us Laughing! We took everything drove to Villiers as that is where the work had to be done got to site when we wanted to put the facials it was the wrong size! Why did I take a sample with then in the 1st place. Today we go back there as we moved from East rand to Vereeniging to return the facials. And also get stuff for the new jobs this week. We do maintenance on 28 Complexes so I spent about R100 000 plus a month by builders. I asked for a manager straight away he came his name is Bulk. He returned my facials I told him whole story just to hear he is sorry! Does sorry make up for the staff being incompatent does sorry make up for my R400 petrol that I drove out because of the incompatent staff? Staff that laugh at the clients and managers while they doing the staff work? Today I wanted to buy a new jig saw to so I went to the electronic department at that department was a guy and a lady talking, I was looking for jig saws I normally just buy mikita or de Walt. But couldn't find eventually my wife pitch and asked me why don't those to help you. I said to my wife loud coz they are talking and that you can't complain about service as there is no service the guy then heard it and came. I asked him why only now does he come and help me? He responded coz I didn't great him! I asked then for manager again Bulk came again and again just an appologie. Boksburg in builders knew me by name as soon as I walked in there they ran got my stuff loaded me and off I go... I am going social with this and also informing all my other friend that is in the building industry to avoid all builders outlets. I can understand bad service once but all 3 times I have been to builders Bedford ( Vanderbijlpark ) I got treated like that! So well done you guys lots about R1 million if not more per month worth of clients thanks to builders