Builders Warehouse Reviews | 3.6 TrustIndex | Hellopeter

Builders Warehouse Reviews | 3.6 TrustIndex | Hellopeter

Review Distribution

1.4|516 Reviews

Jul '25 - Jun '26

Frequently Asked Questions About Builders Warehouse

What do customers say about Builders Warehouse?

Based on recent customer reviews, Builders Warehouse is facing serious customer experience challenges across nearly every operational area. Customers consistently describe failed online orders, refunds held for months, defective products with warranty disputes, and floor staff who are unhelpful or absent. While isolated branches and individual staff receive genuine praise, the dominant pattern is one of broken promises, poor communication, and lack of accountability.

What are the most common complaints about Builders Warehouse?

The most common complaint about Builders Warehouse, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Orders & Returns. Delivery, Orders & Returns (1.1) is the most damaging theme. Customers describe online orders cancelled after payment, refunds delayed for weeks or months, missing or wrong items, no proactive communication, and being forced to fill in forms or chase calls repeatedly to recover their own money.

Recent reviews (516)

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Popular mentions

refund online order delivery no stock rude staff no communication faulty product warranty helpful staff great service

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1 reviews | Active since Jan 2020

28 May 2026, 10:52

No prices

As usual no prices on the shelves have to hunt down people to assist with prices.

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1 reviews | Active since Jan 2020

28 May 2026, 10:52

No prices

As usual no prices on the shelves have to hunt down people to assist with prices.

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1 reviews | Active since Jan 2020

28 May 2026, 10:49

No prices on shelves

What a story as usual trying to find prices on a cupboard in bUilders Bedworth park. No staff around to help had to find someone.

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1 reviews | Active since Jan 2020

28 May 2026, 10:49

No prices on shelves

What a story as usual trying to find prices on a cupboard in bUilders Bedworth park. No staff around to help had to find someone.

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1 reviews | Active since Jan 2020

28 May 2026, 09:08

Terrible customer experience

The customer service is appauling. You don't ever get through to the warehouse , instead someone from the call centre answers the phone, place you on hold and come back without any resolution. Urgent training is required.

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1 reviews | Active since Jan 2020

28 May 2026, 09:08

Terrible customer experience

The customer service is appauling. You don't ever get through to the warehouse , instead someone from the call centre answers the phone, place you on hold and come back without any resolution. Urgent training is required.

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1 reviews | Active since Jan 2020

28 May 2026, 08:45

Poor service

I am writing to formally lodge a complaint regarding the service I received from your Wonderboom branch. On my recent call, it took me over six minutes to get through to the store. When I fi nally spoke to a staff member, I inquired about the availability of a grey skarting product. I explained that Builders Wonderpark could see that there were two units left. Instead of assisting me, the staff member responded rudely and told me to go back to Wonderpark and obtain a reference number. I find this unacceptable. Customers should not be expected to provide reference numbers for basic product inquiries, nor should they be treated disrespectfully when calling from afar. A store should be able to search for products and accommodate customers without unnecessary obstacles. I am very dissatisfied with the service I received and urge management to address this matter. Please ensure that staff members communicate courteously and provide proper assistance when customers call.

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1 reviews | Active since Jan 2020

28 May 2026, 08:45

Poor service

I am writing to formally lodge a complaint regarding the service I received from your Wonderboom branch. On my recent call, it took me over six minutes to get through to the store. When I fi nally spoke to a staff member, I inquired about the availability of a grey skarting product. I explained that Builders Wonderpark could see that there were two units left. Instead of assisting me, the staff member responded rudely and told me to go back to Wonderpark and obtain a reference number. I find this unacceptable. Customers should not be expected to provide reference numbers for basic product inquiries, nor should they be treated disrespectfully when calling from afar. A store should be able to search for products and accommodate customers without unnecessary obstacles. I am very dissatisfied with the service I received and urge management to address this matter. Please ensure that staff members communicate courteously and provide proper assistance when customers call.

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1 reviews | Active since Jan 2020

28 May 2026, 06:00

Refund

Bad customer service with builders mafikeng...i went to their store for 4 consecutives days for them to process my refund and to this day still no payment.

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1 reviews | Active since Jan 2020

28 May 2026, 06:00

Refund

Bad customer service with builders mafikeng...i went to their store for 4 consecutives days for them to process my refund and to this day still no payment.

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1 reviews | Active since Jan 2020

28 May 2026, 05:13

Bad service

I went to the Builders Warehouse in Centurion to buy material for the kitchen installation on 23/05/2026 I was expecting the delivery to be done by 26/05/2026, they never informed me the cutting machine is not working; after doing follow ups they only transferred the order to the Midrand branch on 27/05/2026 which will make this take longer. I am very disappointed on how they handled this matter, very bad service

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1 reviews | Active since Jan 2020

28 May 2026, 05:13

Bad service

I went to the Builders Warehouse in Centurion to buy material for the kitchen installation on 23/05/2026 I was expecting the delivery to be done by 26/05/2026, they never informed me the cutting machine is not working; after doing follow ups they only transferred the order to the Midrand branch on 27/05/2026 which will make this take longer. I am very disappointed on how they handled this matter, very bad service

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1 reviews | Active since Jan 2020

26 May 2026, 15:19

Installation voucher is a ****!

I bought a gate motor installation voucher online and read all the terms and conditions before checking out. 1. The installer arrived an hour late without any explanation or apology. 2. I was told that I needed to pay an additional R400 as this was not a replacement but a new installation; but how because the voucher explicitly says that it’s for installation, and says nothing about replacement. 3. When I told them to give me my money back, I was told that I’d forfeit R650!

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1 reviews | Active since Jan 2020

26 May 2026, 15:19

Installation voucher is a ****!

I bought a gate motor installation voucher online and read all the terms and conditions before checking out. 1. The installer arrived an hour late without any explanation or apology. 2. I was told that I needed to pay an additional R400 as this was not a replacement but a new installation; but how because the voucher explicitly says that it’s for installation, and says nothing about replacement. 3. When I told them to give me my money back, I was told that I’d forfeit R650!

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1 reviews | Active since Jan 2020

26 May 2026, 06:02

Given the wrong product

I am writing to express my dissatisfaction with the service I received at BuildIt Warehouse, Allens Nek Roodepoort, regarding a recent paint purchase and the lack of follow-up thereafter. My partner and I initially visited the store to look for paint options and were assisted by one of your employees, who helped us select colours and purchase two tester samples. After testing the samples at home and deciding on a specific colour, we returned to the store approximately two to three days later. Fortunately, we were assisted by the same employee, and we specifically requested a 20L bucket of the Mandarin Tusk paint colour we had selected from the tester sample. He retrieved the paint for us, we completed the purchase, and left the store confident that we had received the correct product. Unfortunately, on the day the painting began, my partner and I were not at home. Upon returning, we immediately noticed that the paint colour on the walls was completely different from the Mandarin Tusk tester colour we had selected and tested. We then checked the details on both the tester sample lid and the 20L bucket lid, and the information matched exactly, despite the paint colours clearly being different. The following day, we returned to the store to raise the issue. The manager assisted us and confirmed that the details on both products matched. He also took photographs and advised us that the issue may have originated with Plascon. He informed us that the matter would be escalated and that he would revert back to us. Our contact details were taken, however, we have received absolutely no feedback or communication since then, and we are now entering the second week without any resolution. I am extremely disappointed by the lack of urgency, communication, and customer care shown in handling this matter. I paid for a product that I effectively did not receive, as the paint colour supp**** does not match the Mandarin Tusk tester sample used to make our decision. Due to this issue, I stopped the painting project entirely and am now left with a full bucket of paint that I neither want nor intend to use. At this stage, I am not interested in receiving another batch of paint. I would like to request a full refund instead.

Helpful (0)

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1 reviews | Active since Jan 2020

26 May 2026, 06:02

Given the wrong product

I am writing to express my dissatisfaction with the service I received at BuildIt Warehouse, Allens Nek Roodepoort, regarding a recent paint purchase and the lack of follow-up thereafter. My partner and I initially visited the store to look for paint options and were assisted by one of your employees, who helped us select colours and purchase two tester samples. After testing the samples at home and deciding on a specific colour, we returned to the store approximately two to three days later. Fortunately, we were assisted by the same employee, and we specifically requested a 20L bucket of the Mandarin Tusk paint colour we had selected from the tester sample. He retrieved the paint for us, we completed the purchase, and left the store confident that we had received the correct product. Unfortunately, on the day the painting began, my partner and I were not at home. Upon returning, we immediately noticed that the paint colour on the walls was completely different from the Mandarin Tusk tester colour we had selected and tested. We then checked the details on both the tester sample lid and the 20L bucket lid, and the information matched exactly, despite the paint colours clearly being different. The following day, we returned to the store to raise the issue. The manager assisted us and confirmed that the details on both products matched. He also took photographs and advised us that the issue may have originated with Plascon. He informed us that the matter would be escalated and that he would revert back to us. Our contact details were taken, however, we have received absolutely no feedback or communication since then, and we are now entering the second week without any resolution. I am extremely disappointed by the lack of urgency, communication, and customer care shown in handling this matter. I paid for a product that I effectively did not receive, as the paint colour supp**** does not match the Mandarin Tusk tester sample used to make our decision. Due to this issue, I stopped the painting project entirely and am now left with a full bucket of paint that I neither want nor intend to use. At this stage, I am not interested in receiving another batch of paint. I would like to request a full refund instead.

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Replies (1)