Based on recent customer reviews, Build It shows a heavily strained customer experience with widespread complaints about delivery failures, refund delays, and dismissive store management. While isolated branches earn praise for standout staff like Tshepiso, Nthabi, Brenda, Thabo and Ishan, the dominant themes are unresolved disputes, poor accountability after store closures, and product quality concerns across multiple franchise locations.
TrustIndex
3.7
Ranking
#19
in Construction & Hardware
Reply Time
151h 56m
NPS Score
-54
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Build It shows a heavily strained customer experience with widespread complaints about delivery failures, refund delays, and dismissive store management. While isolated branches earn praise for standout staff like Tshepiso, Nthabi, Brenda, Thabo and Ishan, the dominant themes are unresolved disputes, poor accountability after store closures, and product quality concerns across multiple franchise locations.
The most common complaint about Build It, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Orders & Returns. Delivery, Orders & Returns (1.0) is the most damaging theme. Customers report wrong items delivered, late or undelivered orders, refunds withheld or partial, lay-bye goods lost after store closures, and excessive or unexplained delivery charges with no proactive communication.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Builtit Howick, fantastic service by staff member Charles. He assisted my wife in looking for a grey bathroom cupboard. This included searching many boxes and made sure she got the item she was looking for. And loaded it for her. His customer service was outstanding and made shopping at buildit a pleasure. Thank you Charles and buildit for employing fantastic customer driven personal. It makes shopping so much easier and satisfying.
1 reviews | Active since Jan 2020
Builtit Howick, fantastic service by staff member Charles. He assisted my wife in looking for a grey bathroom cupboard. This included searching many boxes and made sure she got the item she was looking for. And loaded it for her. His customer service was outstanding and made shopping at buildit a pleasure. Thank you Charles and buildit for employing fantastic customer driven personal. It makes shopping so much easier and satisfying.
1 reviews | Active since Jan 2020
I am very disappointed with build it Soshanguve , I have put money in a cash card which amounted to R25000 to start my project only to find that my R20000 is missing in my card, they aknowledged it was the mistake from their side and promised to fix it but it seems like they don’t take the matter serious as I am the one who always enquire about the process but I get no help , the manager always promise to call me back but he doesn’t, I think there’s ***** going on with customers cash cards… I want my money, attend to my matter, that is my money I worked hard for, it was not a loan or it is my hard earned money … I really thought I was saving money with a reputable store, am really disappointed and heartbroken at how thing are being done To get hold of me my Email is [email protected]
1 reviews | Active since Jan 2020
I am very disappointed with build it Soshanguve , I have put money in a cash card which amounted to R25000 to start my project only to find that my R20000 is missing in my card, they aknowledged it was the mistake from their side and promised to fix it but it seems like they don’t take the matter serious as I am the one who always enquire about the process but I get no help , the manager always promise to call me back but he doesn’t, I think there’s ***** going on with customers cash cards… I want my money, attend to my matter, that is my money I worked hard for, it was not a loan or it is my hard earned money … I really thought I was saving money with a reputable store, am really disappointed and heartbroken at how thing are being done To get hold of me my Email is [email protected]
1 reviews | Active since Jan 2020
Was at build it Dundonald this morning trying to buy a power tools. Two of the power tools were on display so I took the circular saw and put it in the empty box since wasn’t anyone to assist and we as customers were left fending for themselves. Any the issue if with the jigsaw which was cable tied to the shelf and I found one of the guys coming through the door as he was on his way to somewhere. The guy is Muzi and he was kind enough to assist cut down the display put it in its box for me. But what makes me give a low rating is his colleague Xoli who was reducibling him the entire time as he was assistant me, she (Xoli) kept shouting loudly in the store for another isle that “There’s no customer that’s special we must load this toilet”. I came to Build it because of quality tools and the friendly treatment from Patricia at the till. Other I feel bad for Muzi who was just trying so calmly to explain that he was assisting a client. I support build it, in here every week. But this is unprofessional for Xoli to do.
1 reviews | Active since Jan 2020
Was at build it Dundonald this morning trying to buy a power tools. Two of the power tools were on display so I took the circular saw and put it in the empty box since wasn’t anyone to assist and we as customers were left fending for themselves. Any the issue if with the jigsaw which was cable tied to the shelf and I found one of the guys coming through the door as he was on his way to somewhere. The guy is Muzi and he was kind enough to assist cut down the display put it in its box for me. But what makes me give a low rating is his colleague Xoli who was reducibling him the entire time as he was assistant me, she (Xoli) kept shouting loudly in the store for another isle that “There’s no customer that’s special we must load this toilet”. I came to Build it because of quality tools and the friendly treatment from Patricia at the till. Other I feel bad for Muzi who was just trying so calmly to explain that he was assisting a client. I support build it, in here every week. But this is unprofessional for Xoli to do.
1 reviews | Active since Jan 2020
I got such a foul attitude at Build it Madadeni from a staff memember by the name of “Mandisa” she was annoyed the whole time we spoke and just ready to dismiss me without explaining in detail, the more questions I asked the more she got annoyed her attitude was really foul I dont see myself going back there again
1 reviews | Active since Jan 2020
I got such a foul attitude at Build it Madadeni from a staff memember by the name of “Mandisa” she was annoyed the whole time we spoke and just ready to dismiss me without explaining in detail, the more questions I asked the more she got annoyed her attitude was really foul I dont see myself going back there again
1 reviews | Active since Jan 2020
Yesterday we bought 17 stepping stones(45 x 45) from Built It(Blue Hills,Midrand) and they delivered wrong sizes(50 x 50) and we had to take them back. When we arrived at the store, to our surprise they had sold us material that they did not have😥. We had paid for transport for delivery and again we had to pay for it to take the material back to the store, I payed the guy who was supposed to use them as he rates per day for doing nothing. The store promised to deliver the correct material today(08/05/2026) at around 12, but they have not done so and now the time is 15H40 😥. This is not the first time they fail me, even last week they did same with my bricks when I started building for my client. This is totally unacceptable and I'm loosing money as I'm paying my labourers for doing nothing for the day/s they show up at site. Today again is another wasted day ☹️
1 reviews | Active since Jan 2020
Yesterday we bought 17 stepping stones(45 x 45) from Built It(Blue Hills,Midrand) and they delivered wrong sizes(50 x 50) and we had to take them back. When we arrived at the store, to our surprise they had sold us material that they did not have😥. We had paid for transport for delivery and again we had to pay for it to take the material back to the store, I payed the guy who was supposed to use them as he rates per day for doing nothing. The store promised to deliver the correct material today(08/05/2026) at around 12, but they have not done so and now the time is 15H40 😥. This is not the first time they fail me, even last week they did same with my bricks when I started building for my client. This is totally unacceptable and I'm loosing money as I'm paying my labourers for doing nothing for the day/s they show up at site. Today again is another wasted day ☹️
1 reviews | Active since Jan 2020
This morning windows,doors were delivered to my house by Build It Amalinda,EL, my mother signed the delivery note without checking the goods as the delivery guy informed her that he was rushing to KWT for his other deliveries. The builder arrrived to install the windows ,only to find out that on one of the windows ,there is a window pane that is broken. I immediately contacted the store informing them of this,only to be told there is nothing they can do about it because the delivery note has been signed. I explained that their driver was in a hurry,so the goods could not be checked. So after all the money I have spent on this store this is the thank you I get? This stores service lives a lot to be desired,and treating loyal customers like this is not good for any business I need this matter attended to asap,as I cannot every other week have an issue with the same store.
1 reviews | Active since Jan 2020
This morning windows,doors were delivered to my house by Build It Amalinda,EL, my mother signed the delivery note without checking the goods as the delivery guy informed her that he was rushing to KWT for his other deliveries. The builder arrrived to install the windows ,only to find out that on one of the windows ,there is a window pane that is broken. I immediately contacted the store informing them of this,only to be told there is nothing they can do about it because the delivery note has been signed. I explained that their driver was in a hurry,so the goods could not be checked. So after all the money I have spent on this store this is the thank you I get? This stores service lives a lot to be desired,and treating loyal customers like this is not good for any business I need this matter attended to asap,as I cannot every other week have an issue with the same store.
1 reviews | Active since Jan 2020
Absolutely unacceptable customer service from the manager, MJ, at Build it Kyalami. This was our first time ordering bricks from this branch, and the experience was nothing short of frustrating. A massive delivery truck was sent to a residential property with clear access limitations. We have ordered from other suppliers before, and they consistently use appropriately sized vehicles, understanding the constraints of delivering to a home. What made the situation worse was that the driver, Yaneman, was the only one showing any level of professionalism. He clearly explained that the truck would not fit and that surrounding trees would make even offloading outside the property difficult. Despite this, MJ refused to listen and insisted that delivery proceed as-is, making no effort to find a practical solution. As a direct result of this poor decision-making, tree branches were damaged, and we were left with additional, avoidable costs to move the bricks ourselves. Even more unreasonable was the suggestion that we pay a second delivery fee if we wanted a smaller truck — effectively charging us for their own lack of foresight. Beyond the logistical failure, the most disappointing aspect was the complete lack of accountability and customer care. MJ was stubborn, dismissive, and unwilling to take responsibility for a situation that could have easily been handled correctly from the start. This experience has not only ensured that we will never return to Build it Kyalami, but it has also completely eroded our trust in the Build it brand as a whole.
1 reviews | Active since Jan 2020
Absolutely unacceptable customer service from the manager, MJ, at Build it Kyalami. This was our first time ordering bricks from this branch, and the experience was nothing short of frustrating. A massive delivery truck was sent to a residential property with clear access limitations. We have ordered from other suppliers before, and they consistently use appropriately sized vehicles, understanding the constraints of delivering to a home. What made the situation worse was that the driver, Yaneman, was the only one showing any level of professionalism. He clearly explained that the truck would not fit and that surrounding trees would make even offloading outside the property difficult. Despite this, MJ refused to listen and insisted that delivery proceed as-is, making no effort to find a practical solution. As a direct result of this poor decision-making, tree branches were damaged, and we were left with additional, avoidable costs to move the bricks ourselves. Even more unreasonable was the suggestion that we pay a second delivery fee if we wanted a smaller truck — effectively charging us for their own lack of foresight. Beyond the logistical failure, the most disappointing aspect was the complete lack of accountability and customer care. MJ was stubborn, dismissive, and unwilling to take responsibility for a situation that could have easily been handled correctly from the start. This experience has not only ensured that we will never return to Build it Kyalami, but it has also completely eroded our trust in the Build it brand as a whole.
1 reviews | Active since Jan 2020
I Bought 10 LED lights on 16/04/2026. 1 was broken in the sealed box, but the manager refused to exchange it on 24/04/2026 and had a dismissive attitude. I left the box and receipt on his desk.
1 reviews | Active since Jan 2020
I Bought 10 LED lights on 16/04/2026. 1 was broken in the sealed box, but the manager refused to exchange it on 24/04/2026 and had a dismissive attitude. I left the box and receipt on his desk.
Build It scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Construction & Hardware, compared to the Construction & Hardware industry average of 3. Their strongest theme is In-Store Service (1.5); their weakest is Orders & Delivery (0.8). The top AI-rated Construction & Hardware business on Hellopeter is Healthcare and Mobility Africa (4.7). How is the AI Score calculated? →
Build It has a TrustIndex of 3.7 out of 10 on Hellopeter, based on 75 reviews in the last 12 months. Hellopeter has tracked Build It across 691 total reviews. How is the TrustIndex calculated? →
