BW
Builders Warehouse
Verified Business
BW
Builders Warehouse
Verified Business
533 Reviews (last 12 months)
Responds in 3 hours 33 min
AI Review Summary
Based on recent customer reviews, Builders Warehouse faces severe and systemic service failures across nearly every aspect of its operations. Online ordering and delivery is the dominant pain point, with customers consistently describing missed deliveries, phantom stock, and refund delays stretching weeks or months. While individual staff members are occasionally praised by name for exceptional in-store assistance, these bright spots are overwhelmed by widespread complaints about absent floor staff, rude management, and unresolved product defects.
Top Strengths:
- •Staff & In-Store Service: A small but notable subset of customers praise specific staff members by name for going above and beyond, including Bonhle, Nigel, Prudence, Padi, and Zweli. These individuals demonstrate product knowledge and genuine willingness to help.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3.2Trustindex Rating
#2Ranked In Construction & Hardware
3 hours 33 minutesAverage Time To Reply
-70 NPSRecommended: Unlikely
Replied to 96% of negative reviews
Typically takes less than 3 hours 24 min to reply
TrustIndex
3.2
Score
Ranking
#2
in Construction & Hardware
Avg Reply
3 hours 33 minutes
NPS Score
-70
Recommended: Unlikely
Replied to 96% of negative reviews
Typically takes less than 3 hours 24 min to reply
Review Distribution
1.5|533 Reviews
May '25 - Apr '26
5(8.5%)
4(2.2%)
3(1.4%)
2(2.6%)
1(85.3%)
5(8.5%)
4(2.2%)
3(1.4%)
2(2.6%)
1(85.3%)
Recent reviews (533)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceGD
Gail D
1 reviews | Active since Jan 2020
18 Mar 2026, 15:51
Thank you for the Excellent Service.
Excellent Service. Going the extra mile. I placed an order yesterday morning at 08:00 and the building material was delivered before 12:00 today. Thank you, for the quick notice fuss service.
Helpful (0)
|Replies (0)GD
Gail D
1 reviews | Active since Jan 2020
18 Mar 2026, 15:51
Thank you for the Excellent Service.
Excellent Service. Going the extra mile. I placed an order yesterday morning at 08:00 and the building material was delivered before 12:00 today. Thank you, for the quick notice fuss service.
0
Replies (0)WvdW
Wouter van der Westhuizen
1 reviews | Active since Jan 2020
18 Mar 2026, 11:51
Builders Warehouse Silver Lakes - is great!
Builders Warehouse Silver Lakes: I would like to praise the staff at Builders Warehouse in Silver Lakes, Pretoria East. They're always helpful and friendly. I recently had my car key replaced there - what a great guy and knowledgeable too! Prices are good and have specials in-store. They actually call you when you ask them to - for stock to arrive. ***** Great!
Helpful (0)
|Replies (0)WvdW
Wouter van der Westhuizen
1 reviews | Active since Jan 2020
18 Mar 2026, 11:51
Builders Warehouse Silver Lakes - is great!
Builders Warehouse Silver Lakes: I would like to praise the staff at Builders Warehouse in Silver Lakes, Pretoria East. They're always helpful and friendly. I recently had my car key replaced there - what a great guy and knowledgeable too! Prices are good and have specials in-store. They actually call you when you ask them to - for stock to arrive. ***** Great!
0
Replies (0)ZS
Zettie S
1 reviews | Active since Jan 2020
17 Mar 2026, 17:05
BUILDERS WAREHOUSE IN HERM**** A NIGHTMARE TO SHOP AT - SPARE YOURSELF THE TROUBLE!
Set out last Wednesday to builders warehouse in Herm****, As one always finds what you looking for there ( rather than in Built It or Buco) ……. What a nightmare!!!!! Stunning new warehouse! Lots of staff walking around either playing games on their smart phones or engaged in private conversations. Ask the first guy where I can find aluminum tubing? He swore on his life he’d never hurt of anything like that!? The second guy for quarter round? Similarly, this guy had no knowledge of what I was talking about and took me on a guided tour around the store to consult with two or three other colleagues who didn’t know sh**!!!!😂😂😂 I also needed some telescopic/Extendable Curtain rods. Needless to say after amazing mime and description, I had to walk away as nobody knew what I was talking about!!! So all this employment is created! Builders, I hope you have a lot of money because I am not shopping at your store again. I am sure many others have the same experience. I have never come across untrained stuff who are hiding in the store amongst the shelves and have no f***** Clue of why they are there? What a nightmare of an experience to shop at BUILDERS in Herm****. Ignorance is bliss!
Helpful (0)
|Replies (0)ZS
Zettie S
1 reviews | Active since Jan 2020
17 Mar 2026, 17:05
BUILDERS WAREHOUSE IN HERM**** A NIGHTMARE TO SHOP AT - SPARE YOURSELF THE TROUBLE!
Set out last Wednesday to builders warehouse in Herm****, As one always finds what you looking for there ( rather than in Built It or Buco) ……. What a nightmare!!!!! Stunning new warehouse! Lots of staff walking around either playing games on their smart phones or engaged in private conversations. Ask the first guy where I can find aluminum tubing? He swore on his life he’d never hurt of anything like that!? The second guy for quarter round? Similarly, this guy had no knowledge of what I was talking about and took me on a guided tour around the store to consult with two or three other colleagues who didn’t know sh**!!!!😂😂😂 I also needed some telescopic/Extendable Curtain rods. Needless to say after amazing mime and description, I had to walk away as nobody knew what I was talking about!!! So all this employment is created! Builders, I hope you have a lot of money because I am not shopping at your store again. I am sure many others have the same experience. I have never come across untrained stuff who are hiding in the store amongst the shelves and have no f***** Clue of why they are there? What a nightmare of an experience to shop at BUILDERS in Herm****. Ignorance is bliss!
0
Replies (0)zA
zaid A
1 reviews | Active since Jan 2020
17 Mar 2026, 05:55
Builders Warehouse online-poor service and non delivery
My order from Builders Warehouse online for a bathroom basin has been late for delivery exceeding 2 weeks. I’ve made several inquiries with no person able to confirm a delivery date or where my order is I keep getting the same response we will get back to you. I’m hoping there’s a cancellation policy as I’m not sure if this delivery will ever be concluded. I’ve no confidence in ever buying anything on line form these guys as there is no real commitment in ensuring that you receive your order.
Helpful (0)
|Replies (0)zA
zaid A
1 reviews | Active since Jan 2020
17 Mar 2026, 05:55
Builders Warehouse online-poor service and non delivery
My order from Builders Warehouse online for a bathroom basin has been late for delivery exceeding 2 weeks. I’ve made several inquiries with no person able to confirm a delivery date or where my order is I keep getting the same response we will get back to you. I’m hoping there’s a cancellation policy as I’m not sure if this delivery will ever be concluded. I’ve no confidence in ever buying anything on line form these guys as there is no real commitment in ensuring that you receive your order.
0
Replies (0)pB
peace B
1 reviews | Active since Jan 2020
16 Mar 2026, 09:41
Very inconvenient
Order# 2024710553 I am not happy with your deliveries. I specifically called in on Wednesday, March 11th, to have my delivery on Monday, March 16th, because I would not be available other days. Now I took leave from work to accept the delivery, and I am told that the delivery came on the 11th, which was Wednesday, and the items were lost or something. I did not even receive a call. Now they are saying they do not know when they will deliver next, and I should wait for a call.
Helpful (0)
|Replies (0)pB
peace B
1 reviews | Active since Jan 2020
16 Mar 2026, 09:41
Very inconvenient
Order# 2024710553 I am not happy with your deliveries. I specifically called in on Wednesday, March 11th, to have my delivery on Monday, March 16th, because I would not be available other days. Now I took leave from work to accept the delivery, and I am told that the delivery came on the 11th, which was Wednesday, and the items were lost or something. I did not even receive a call. Now they are saying they do not know when they will deliver next, and I should wait for a call.
0
Replies (0)TB
nM
njabulo M
1 reviews | Active since Jan 2020
13 Mar 2026, 14:17
Pathetic service with *********** staff working for their receiving department.
I bought a 3 meter water pipe for a machine, I called in immediately and asked if my order could be delivered in today before 4pm at the office closes at 4. At 16:10 the so called driver named Silal calls me to say that he wasn't updated of the time to deliver. When I've already left. Your delivery service is pathetic and I'm never buying from your company again.
Helpful (0)
|Replies (0)nM
njabulo M
1 reviews | Active since Jan 2020
13 Mar 2026, 14:17
Pathetic service with *********** staff working for their receiving department.
I bought a 3 meter water pipe for a machine, I called in immediately and asked if my order could be delivered in today before 4pm at the office closes at 4. At 16:10 the so called driver named Silal calls me to say that he wasn't updated of the time to deliver. When I've already left. Your delivery service is pathetic and I'm never buying from your company again.
0
Replies (0)JM
Jennifer M
1 reviews | Active since Jan 2020
13 Mar 2026, 11:55
Disappointed about the delivery terms and conditions
Last year I bought Jojo tank 2400L at Builders and they delivered it and today when I place an order they add delivery fee. The terms and conditions changes just like that which is so unfair for us customers.
Helpful (0)
|Replies (0)JM
Jennifer M
1 reviews | Active since Jan 2020
13 Mar 2026, 11:55
Disappointed about the delivery terms and conditions
Last year I bought Jojo tank 2400L at Builders and they delivered it and today when I place an order they add delivery fee. The terms and conditions changes just like that which is so unfair for us customers.
0
Replies (0)