Do you agree with Builders Warehouse's TrustScore? Voice your opinion today and hear what 44 customers have already said.
Builders Warehouse is an online company. Based on 42 reviews on TrustPlane, it has an average rating of 1.9 out of 5 stars. Last reviewed January 26, 2026.
Been waiting two months for tiles I ordered back in November. No one ever calls. Will never purchase anything from builders warehouse again. Company simple doesn’t care and based on the comments here and reviews this is the normal Order number : 2024323440
Placed an Order online.Got the wrong order.Over a week later, SillCan't get anyone to help me get my order right.They call, but the call gets cut off immediately,I called the Manager, he said we will respond with an email immediately.Half a day later.Still waiting on a response.It's now 2 December.Still didn't get any feedback on get the Rod's.
Builders - don't give numbers for branches - the people t the call center know ZERO about what happens at branch level - and NEVER call you back like promised - you guys really suck
Be aware that they sell second hand refurbished goods.Refund policy is a joke.Apparently I need to go to the store that the product was collected from, despite me doing the purchase online, for them to process the return. The store is located a hours drive away from where I stay.Staff are not very helpful, waiting over a week for a callback from the manager of the store despite numerous emails.
I've been struggling for at least a year to get my Builders Warehouse card updated with new details. A week ago, in the store, I spoke to Bonisiwe Dladla, Information Clerk– BWH Rivonia. It is because of her relentless following up with the head office and getting her manager to step in that enabled something miraculous to happen; the details have been updated on my card! She also notified me of the progress or lack thereof and communicated that she was still working on solving my problem. Thank you Bonisiwe.
BUILDERS WAREHOUSE ONLINE !!! IS AN INCOMPETANT SERVICE ,THE CALL CENTER AGENTS ARE SITTING AT HOME THEY CANNOT RESOLVE YOUR QUERIES, BECAUSE THEY NOT AT THE STORE ,THEY DO NOT REFUND YOUR MONEY AFTER THEY TAKE IT YOU MUST GO INTO STORE !!!AND THEY DONT HAVE STOCK OF PRODUCTS PAID FOR ,THEY DO NOT HONOUR THEIR 30 DAY QUOTE PRICES AS THEY GET DELETED FROM THE SYSTEM ,ONLINE ORDER BUT YOU NEED TO DRIVE TO THE STORE TO GET YOUR MONEY BACK ,SO WHATS THE POINT OF ONLINE SHOPPING ,THE WORST EXPERIENCE EVER!!! 3 TIMES IN A ROW .THEY WANT TO SEND PRECAST WALLS WITHOUT SENDING THE POSTS THAT YOU PAID FOR ,INCOMPETENT
This review has been a long time coming, I'm done holding my mouth shut on this terrible business.I've never in my life ever dealt with either really incompetent people, people who think I'm dense and in the wrong, or plain straight up sexist staff members. For years I've had issues with builders warehouse Somerset West mall and today is the final straw for me. Had seen a post on Facebook about a baby safety gate that was marked down from R1600 to R300, a friend had phoned into the branch and asked for one to be put aside for collection within the hour. First alarm bell that went off is that no name was asked for in order to know who was collecting the item. Landed up going to the branch and went to the information counter as instructed by the person on the other end of the phone call. Spoke to the lady at the counter and showed her the photo from Facebook and asked to collect the item only to be told nothing of the sort was put aside. Multiple calls later between staff members landed up resulting in a gentlemen approaching me saying there were only 3 in stock and were all sold to a woman who had come in the morning. Now please explain how you can tell someone that stock would be kept aside when stock is not existing. Communication within this business is beyond revolting as it resulted in a blame game against one another. Over and above the issue of today let's tackle some other serious issues I have with this store.-sexist staff: woman are never attended to as they walk in or browsing around at items but the minute a male enters the store or is browsing around they are treated like absolute royalty and are taken care of within seconds. This makes woman who enter this store feel very belittled and off put by the situation and I can speak from multiple experiences and can speak on behalf of friends of mine who have had the exact same experience with the store.-staff who are disrespectful to its clients: I will never ever forgive the one male staff member in the lighting department who came right up in our faces screaming at us for not greeting him. Excuse me you do not speak to clients like that EVER!-Staff not knowing the stores products or where things are: My mother had come into the store a good few months ago after seeing builders sold dropsheets which she required. When she entered the store, firstly to know suprise was never asked if help was needed but then when she eventually found someone herself and asked about dropsheets the staff member had not a clue what she was speaking about and showed him the website and he said that the store didn't have any, which then she landed up finding herself and approached him to show him and he basically laughed her off. Staff in general at the store don't know where things are and shove people pillar to post between different departments which don't have anything to do with what the client is looking for.I STRONGLY suggest that this store gets it ducks in order very soon as I'm highly annoyed after today. You have honestly lost such a good client over such simple things that shouldn't even be an issue!Here is a simple list of ways to resolve all these issues just in case whoever deals with these issues are just as incompetent:- TRAIN STAFF BETTER-HIRE WELL SPEAKING STAFF WHO UNDERSTAND BASIC ENGLISH AND HAVE MANNERS-INFORMATION COUNTER NEED TO STOP PLAYING BLAME GAME WITH OTHER STAFF MEMBERS OR CLIENTS*Also just a side note, I know for a fact that the complaint forms at the information desks have been just chucked to the side before or straight up thrown away as I've completed numerous ones which I have physically watched been thrown in the bin in front of my eyes.What you do with this complaint or suggestions are completely up to you, but just know I will never set foot in that store again!
My disappointment with Builders is immense. I purchased items, and the following day I got a message saying that the delivery men had arrived and had not found anyone, so I should reschedule. This was untrue because I had been at home all day, but I still did so, and they assured me that they would come at around 10 a.m. in the morning. As of today, June 18, there has been no communication or delivery since that occurred on June 10. They're quiet with my belongings! You can shop at BUILDERS WAREHOUSE MIDRAND if you enjoy issues. You will cry at the end.
I am writing to express my dissatisfaction with a product I purchased from Builders Warehouse in Alberton on the 4th of April — the Autoworx car mats.As an Uber driver, I was looking for mats that would effectively protect my vehicle’s original flooring from dirt and stains caused by frequent passenger use. Unfortunately, the mats I purchased have proven to be inadequate. They are too thin, do not stay in place, and slide under the front seat during use. As a result, the original mats are left exposed, and dirt collects directly on the car floor, which defeats the purpose of having protective mats.This has been a very disappointing experience and I consider the purchase a waste of money. I would appreciate it if Builders Warehouse. I reached out to Builders Warehouse with pictures of the Autoworx mats & POP from my account and was told that unfortunately they can’t help me.
Customer Service subpar. We went to Builders in Kearney, Nebraska with intent to purchase paint. There were very few associates in the store and waited a long time for anyone to help. The person that came to our assistance seemed to be annoyed that we were even there. When we started asking questions about certain textures of finishes, the associate acted like they didn't know where anything was. Maybe it was lack of training. We have purchased paint at this site for years, probably not again. I would revisit your customer service training for these associates, they can make you or break you.
I am disappointed in the level of service I received from BWH Tygerberg. Saturday 05/04/2025 around 11:59 I’ve purchased x13 battens It was advised that the delivery was scheduled for Tuesday 08/04/2025I called the Wednesday to enquire about the delivery and the message was that they spoke to their manager advising there wasn’t any in stockHowever, nobody bothered to inform me.I called Thursday to find out what’s happening and I was told that they might only get stock in Thursday or Fridays and the delivery would then only happen in the following week..I Called again this morning, and it was said that they are unsure when they will get stock & I quote “ Maybe next week not sure”This is unacceptable!
I made a big mistake by opening an account with RCS. It was quick and easy to sign up, but closing the account has been a nightmare. I had a builder's card with them, paid off the balance, and asked for a closure letter. However, they demanded an extra R76, which I paid. Even after that, they kept delaying and giving me excuses. Now they're saying I have a credit balance of R76 and won't close the account. I've asked them to write off the credit balance, but they're still not giving me a closure letter. Dealing with their customer service is frustrating - long hold times, unhelpful responses, and it feels like they're not taking me seriously. Avoid RCS at all costs!
Bought goods online and then returned a small number of items. Received credit notes and was told that the amounts would be reversed back to my credit card. No reversal so enquired. They take 7-14 WORKING days to settle the return. This is disgraceful. With current banking systems, this should take a maximum of 24 hours.
It was my birthday recently. Was thrilled when I received message below. NOWHERE does it mention that one has to spend R1499 to redeem this voucher!! "It’s your birthday month and we can undeniably agree that some things get better with time. Here’s to getting older, wiser, and obviously finer! To make your day extra special, we’re giving you R200 OFF your next online purchase. It’s our way of wishing you a happy birthday and helping you channel your inner DIYer.Make sure you use your voucher to shop online before the end of this month. To redeem it, use this code below when you check out."Went online shopping. The code did not work. A 2nd code was sent. Also didn't work...I then received an email saying that I had to spend R1499 to be able to redeem the voucher!!When I complained about their lack of clarity, this is the response I received."The birthday voucher can only be redeemable online. I completely understand your disappointment regarding the birthday voucher. Please accept my sincere apologies."Why bother with giving clients false hope...Most disappointing, Builders!!It took from the 21st January until the 5th February to "Sort out this issue" which in my humble opinion is not sorted at all.
I just visited Builder Cherry Lane plant department and was shocked about all the dead plants that they do not water - disgusting!!!!!!!!!! If you do not want to water the plant please remove them from your premises as it is very sad to see. I will not buy from you again!!!!!!!!!!
In preparation for the summer break, I planned to set up a pool for the kids during their school holiday period. While at the Builders Warehouse branch in N1 City, Cape Town, I noticed a Kreapy Krauly sand filter pump set on sale. I previously had the exact one but the multi-valve port broke. I immediately thought this would be a great replacement. I noticed the pipes were not included, which wasn't a deal breaker for me as I already had these. Before paying for the set, I asked if anything was wrong with the product as the price was much lower than the original price. The employee said everything was in working order and just the pipes were not included. I was sceptical but they reassured me that everything was okay with the product. This was mid-November. In December, my wife and I bought everything else we needed for the pool built purely on the pool pump filter purchase. We had a pool technician come and set it up. When everything was connected correctly, we switched on the pump and immediately, water started gushing from the top of the MVP. This is when we found out that it was a defective product. According to Builders T&Cs, with any sale product (the ones with the stickers) it should have been disclosed any issues with the product. This wasn't done.I took the product back to the store on 16 December 2024. The manager opened the MVP and found that the pipe connected to the handle was indeed broken. Luckily, the part was still under warranty and the manager instructed an employee to complete the return-to-supplier process with me. On the document, she wrote that it would take approx. 14-21 working days. Here, I would lose most of the peak summer swimming time. Nonetheless, I was okay with it and made other arrangements by using another filter pump which required cartridges. By mid-January, I hadn't heard back from Builders. I wrote an email to customer support. Two days later I got a call from Builders N1 City. The employee told me (and I'm not making this up) that she just received the email I sent and it turns out that the initial employee did not send the defective MVP to the supplier. Apparently, the initial employee resigned and did not tell anyone about it. It was lying in some corner of the store. But it gets better... This was all mentioned to me on the phone with the employee thinking I was the supplier asking me to come collect the product. Realising that the employee was speaking to the customer, it was said that she would try to rush the process, as by this time, my pool where I spent a few thousand bucks, was in a bad state. A day later, the employee calls me back to say that it would take another 3 weeks to get a replacement and I should just come get a refund. This made me very angry. She handed the phone to the manager (the same one who authorised the return) and said it was best to get a refund. This showed me that they took no ownership and accountability for their negligence and the best thing they could do is give me a refund. Unacceptable!!! The least they could have done was offer me a replacement from in-store or check another branch. But now I'm stuck with the problem of Builders N1 City not taking any responsibility!!!
I ordered a water tank online on the 11th of December. Delivery was supposed to be between 2 to 5 days. 7days later, no one contacted me. I called and was told they have no stock and waiting for supplier. Why have items online when there are no stock. Asked to make customer complaint, but not even they bothered to call. Very poor customer service!!!!
Customer ServiceBuilders WarehouseDear Sir/Madam,Re: Demand for Fulfillment of Contract – Order Cancellation (Order No. 2022900391)I am writing to formally address an issue regarding my recent order made via your online store. On 13 December 2024 at 09:30 AM, I purchased two 5kg Alva gas cylinders for the price of R50 each, under order number 2022900391. I also made a separate purchase for two additional cylinders through my company at 10:59 AM, which was subsequently confirmed, and payment processed for both transactions.However, at 10:59 AM, I received a call from your store informing me that head office had identified a pricing error and as a result, my order had been cancelled. I understand that the price may have been mistakenly listed at R50 per cylinder, but I must remind you that, according to the National Consumer Protection Act (NCPA), once payment has been processed and an order is confirmed, a legally binding contract is formed between the consumer and the supplier.I hereby request that you honor the sale as per the terms of our agreement. I refer you to the following key provisions of the NCPA which support my position:Formation of a Binding Contract: According to Section 23 of the NCPA, when a consumer places an order and the supplier confirms the order and processes the payment, a contract is established. In this case, both transactions were confirmed, and payment was made, thus creating a binding agreement.Unilateral Cancellation: While Builders Warehouse claims the right to cancel the order due to a pricing error, I must inform you that the NCPA offers protection against the unilateral cancellation of contracts unless there is a legitimate reason. A pricing error alone does not provide an automatic right to cancel, especially if the consumer could not have reasonably known it was an error. If the error was obvious, then a claim for cancellation might be valid; however, in this case, I do not believe the price was so unusually low that a reasonable person should have expected it to be incorrect.Unfair Contract Terms: Section 48 of the NCPA states that terms in consumer agreements which are unfair, unreasonable, or unjust may be deemed invalid. If Builders Warehouse’s terms and conditions attempt to override the provisions of the NCPA and allow for cancellation of an order under such circumstances, such a term may be deemed to be unfair and unenforceable. Your terms cannot take precedence over the protections provided to consumers under South African law.Consumer Rights: Under the NCPA, consumers have the right to fair treatment, and a supplier is obligated to fulfill the terms of the agreement once a contract has been formed. Builders Warehouse is required by law to honor the price at which the goods were ordered and paid for unless there is a valid and reasonable reason for cancellation (e.g., fraud or misrepresentation).Given the above, I request that Builders Warehouse honor the contract and fulfill the order as placed, delivering the goods at the agreed-upon price. Failure to do so will leave me with no choice but to escalate the matter, including lodging a formal complaint with the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission (NCC), or seeking legal remedies through the Small Claims Court.Please confirm your decision within 48 hours of receiving this letter. I trust that Builders Warehouse will adhere to its obligations under the National Consumer Protection Act and resolve this matter swiftly and amicably.I look forward to your prompt response and the delivery of my order.Yours sincerely,Charl ErasmusOrder Number: 2022900391
I bought a product from Builders Express in Middelburg. The delivery was done on Wednesday, November 20th, 2024. I requested assembling assistance from the store manager Theresa. She agreed to take the product back and promised that the product will be delivered either a Monday the 2nd or a Tuesday the 3rd of December 2024. The product was unfortunately not delivered as communicated. I called today the store, Wednesday December 4th, and received professional assistance from Katlego, who advised that Theresa is on leave and that she referred me to delivery department. I was met with an unhelpful response from Ms H Mguni who said that Theresa made those arrangements without consulting with her. She further stated she may deliver either tomorrow or Friday. When I enquired as to why I was not informed about the possibility of not meeting the Monday, Tuesday delivery schedule, she indicated that she called me 30 min ago. I indicated that I don’t have a missed call from the 013 number, she was not bothered to engage. I pleaded with her to provide a specific day of delivery as we have to make access arrangements to the property. She informed me that delivery is scheduled for Friday 6th December 2924. I felt treated very poorly and unfairly.
Good dayThis is the most atrocious experience ever received from your Northgate store in Cape Town.I literally called the whole day on 15 November 2024 to follow up on my delivery that I was promised will happen today, to everytime get told by your call center that they are unable to reach the store by telephone and that they sent an email to confirm if the delivery will occur, but I must rest assured that delivery will happen between 8 am and 17:00.Well it's 17:22 and no delivery! I had to send the people home who waited for the materials. You will probably only read this mail on Monday because I can see your customer service leaves much to be desired.
According to TrustPlane, Builders Warehouse has a 1.9/5 rating based on 42 verified reviews as of April 2026. Source: trustplane.app/company/builderswarehouse-com
