Buildbase Reviews 254

Tried to Hire something from them, but they were rude! So I decided to go somewhere else 🤬

Ordered various building products from Buildbase Belper, a week ahead, so I could get an early delivery, as lots to do. The guy who took the order assured me the delivery would arrive between 8 and 8:30.
On the day of delivery, nothing had arrived by 9:30, when i called, was told various excuses and lies. At 10:30 had to call again, after a load more flannel, the only way to keep any dignity was to cancel the order.

A Dishonest culture, never once apologised, never made the effort to call back.
I won't be using them again!

Megan, a sales person in the bathroom sales department, Portsmouth Branch, sold me and my client the wrong and in fact, inferior product to the one I’d ordered.
When I rang to enquire and ask for an exchange, I was ignored, fobbed off, and several calls later, half a day of work lost, Megan informed me that she would only allow a return if I paid a 15% re-stock for the multi-panel and I would have to pay extra for the hydro-lock system I’d actually ordered….
I’ve been in construction for 30 years and have never experienced such intransigence from a supplier. I have happily used BuildBase for many years but will no longer do so and I urge all to take their business elsewhere. At the very least, do not purchase anything through Megan….

Delivery order can’t be changed because order has left the yard only to find two hours later that the order is still on the floor at the depot I gave them five days warning on the order but still didn’t get it delivered until a day late because a door casing wasn’t available for my order they got it for the next day but it was damaged all told £270 lost because of rescheduling I thought this was a blip because I had been using this yard since it was rollings and ordered some plasterboard only for them to drop it at the wrong address me ring to ask the question and then deliver it one board in half and all wet a promise of a replacement first drop in the morning which came at 2.45pm well done buildbase you have just lost a customer who has spent good money at your yard and has plenty more to spend. BUT NOT WITH YOU. And my advice to customers is, if you can’t collect it yourselves, do not trust these to deliver when they say

Would like to say a massive thank you to Jamie Hayes from the Bolton store. We are a community men in sheds group and we needed some some plant machinery to help us clear an area of farmland which had been kindly donated to us. Jamie supplied us with a mini digger and a whacking plate free of charge which was a massive help as we have to apply for funding to help keep the project running. Thank you so much Jamie for your help and support with this great project.

My order arrived with damaged items, I emailed customer services who said I needed to contact my local store directly which made me wonder what they’re there for. They should probably rename themselves Lack of Customer Service?
The store ignored my emails so I went back to “Lack of Customer Service” who told me they would look into it, sure enough they lived up to their new name and did nothing.
BTW, I ordered plaster board, board adhesive and PVA, the quality was poor and it would have been cheaper to buy from B&Q.
My 2nd order was B&Q, the materials arrived un-damaged and were significantly cheaper.

I ordered 36 blocks from the Market Harborough branch. When these were delivered the driver said there was 4 to follow. I told him where to leave them and then he said he hadn’t got them and would have to come back this afternoon. He returned as promised and unloaded 30 blocks which I pointed out.
I contacted the branch and told them to cancel the remaining 6 blocks and refund me. NO RESULT. I went into the branch to request the refund and was given the relevant paperwork. NO REFUND. After a week I returned and was told to give it a couple of weeks. STILL NO REFUND. The whole experience of using Buildbase resembled a sketch from the Two Ronnie and I will not be appearing in any follow up.
I have still not got my refund, I can’t face another episode with Little and Large in branch, and I can’t find a relevant contact for complaints.

Bristol - Longwell Green Branch.

I have never been into a shop/yard/builder merchants, with such rude staff. Not only did they not have what I ordered and paid for online in stock, I have now been advised it will take 7 days to refund me.

How such a business can stay in business with such shockingly poor customer services amazes me.

I have just visited Buildbase at Longridge and had an extremely unpleasant experience with the gentleman that served me. I know I'm only a member of the general public and not in the building trade but from the word go this gentleman was off hand. I Purchase an item that I had only bought about 6 weeks earlier and to my surprise the price had gone up by near £30 I was shocked and explained this, instead of just saying sorry the price must of gone up he more or less saying I had either got it wrong or the person I originally dealt with under charged me but it was also the way he said it to me that upset me. I would normally go back with my original receipt which I still have that proves I wasn't lying and that I was charged for the exact same item product number and all near £30 less but I feel extremely uncomfortable if I was to see him again and I have never felt like that before. I am a women who has worked with customers for over 30 years and been on a lot of customer service courses and that gentleman most certainly needs one.I am disappointed that I have to write this review as I have used the builders merchants for over 30 year and never had this problem before.

Popped into the harlow branch to pick up 3 bags of cement to be told I could only purchase them if I spent the equivalent value on other items as there is a shortage of cement in the UK, I said ok I will take two sheets of 18mm osb board please, We are out of stock try something else he replied.
I do not appreciate being held to ransom when I try spending my hard earned cash so I left went to Travis perkins where I purchased my cement got back to site so I could Finnish screeding the clients kitchen floor.

40mm waste pipe 3metre long they charge me £15 for the length on trade account too every where this pipe is £3 they are total rip off

ANDY in Lincoln saves the weekend! After a few stressful days of levelling and preparing our ground for slabs, battling the very British weather ⛈ and making endless cups of tea to prevent tools being launched across the garden… we came to the cutting slabs part….. (drum roll) and it was much harder than I thought. Heavy, tiring and a bit of a battle for a beginner! Annnd then the disc cutter ran out of fuel right at the very end of our cutting WITH ONE PIECE TO GO! The cutter was due back imminently and saving pennies we didn’t want to hire another day for such a small piece left to cut! Which is where ANDY came in. He was helpful, understood my frustration and helped take the slab out of my boot and cut that final damned piece of slab for me!! Hooray!!! Fabulous job and a fabulous service which makes a refreshing change these days. THANK YOU 🙏🏻

Went to the Sunderland store for timber. Stock levels of anything wood were critically low. Sold me >£500 only to ring me up to tell me that they didn’t have my stock in which had been authorised for delivery in 2 days. No rational explanation given to me why my timber had been sold twice. No apology offered and no genuine attempt to resolve the issue they had caused. Cancelled my order and unlikely to use their business again utterly Unreliable, unpredictable, unfriendly and unprofessional. Pull your socks up or go bust! Stop treating customers flippantly like we are a nuisance. Tradesman dealing with these could cost a business thousands of pounds in last minute cancelled orders, beware! You have been warned.

2nd delivery from these guys and excellent service.
Friendly efficient and helpful on the phone taking the order.
Lovely delivery driver who expertly put the sand and gravel exactly where I wanted.
Lovely gent who always has time to be friendly and polite.

Our kitchen we ordered from Buildbase arrived unexpectedly a week early and at the last moment we were advised that they were not supplying any of the white goods. We found replacement online but Buildbase showed no appetite to source these items for us, just repeating they could not supply. The kitchen delivery was incomplete and after 8 further deliveries I have no confidence all the items, we paid for over 3 weeks ago, are here. I have had to lay off the kitchen fitters due to lack of parts and am now trying to get them back on site. The lack of complete delivery by Buildbase has increased the cost of the build. The Buildbase management tried to get payment up front and used bullying techniques to get my wife to pay. I contacted them and refused to pay until the goods had been checked. A number of queries were raised, ref the finish on the cabinet doors, but the missing items could not be spotted until assembly had started.
Kitchen fitters back only to advise not everything was here. So we are now up to 9 deliveries and counting.

Waited patiently for 20 minutes for a driver to unload into a garden, while he was blocking an access road into where I work. It's only a small lane with passing places. He then let 2 cars pass in front of me but then refused to let me through shouting at me to drive back up road which I ended up doing He then forced his way through damaging my mirror in my van and drove off
I called the depot phone number on the rear, magically they knew nothing of this bright red lorry covered in their logos and phone number as it wasn't a local depot then called the local depot and magically they knew nothing about a delivery to an address in the area and knew nothing about a large lorry delivering the same goods they sell covered in their logos and branding
Legal action on the way as I have damage that needs repairing

I waited today for a delivery that was due in the morning. The delivery did not come until late afternoon. I later found out that the manager is adding deliveries for other people on to the list that should be further down on the list for their own gain. My delivery was at the top of the list, which was then moved further down for no reason. This is unbelievable and my work has been affected because of this.

I spend a couple of weeks trying to get Loft floorboards delivered to me in Fife, no luck at B&Q, Wickes, MGT Timber, Homebase.. nothing..

Buildbase in Falkirk was the only place who had them in stock, but they were too far away to deliver! and there was NO way I would be able to fit 2.4m boards into my car...

On the website it gave the Falkirk phone number and said "call us to discuss" or some such... I phoned and got a cheerful helpful warehouse manager that calmed me down, offered to help out and got me the boards I needed on the day I needed for a reasonable fee...

So my advice is when you see that "call for more info" option, take it as it turns out that buildbase hires good people who just want to help you out.

Many thanks to the guys at buildbase in Falkirk!

Just a quick shout out to Nicole Kooner who helped a member of staff this week in obtaining copy invoices for their VAT reclaim on a new build. Great help and a real asset and credit to Buildbase. Thank you again Nicole