Bad customer srvice from B&Q

[BEERSHZ]

i recently sent this letter to B&Q surprise surprise no reply yet,

 

Re: Kitchen Order – Customer Reference Number ***********

 

I am writing to you in complaint at the service I have received from your company. Please take note of the following facts:

 

On 2nd July 2006 I ordered a fitted kitchen from my local B&Q store in Lowestoft, Suffolk, to the value of £1689.80. When the order was processed a delivery date of 11th August 2006 was given. A few days before the delivery date I received a telephone call from your company advising that the delivery would be a part delivery of only 49 items out of the 60 and the remainder would be delivered in October ! This was not acceptable and was extremely inconvenient. I had Carpenters lined up ready for the installation as well as plumbers and electricians, all of which also had to be cancelled.

 

I was most upset and angry at this news as I am sure you would expect, I then telephoned your contact centre and was merely told that I should write to Doncaster and claim compensation ! – not much help when arrangements were in place to remove my existing kitchen units in readiness for my new ones ! The operator who was extremely rude and nonchalant about this whole mess, not only was this extremely inconvenient but to experience the attitude of this operator was just not acceptable. His only answer to my questions was to write in and complain. After speaking to my local store I telephoned again and asked to speak to the contact centre manager and was told to give the details to the operator as he wouldn’t come to the telephone, and anyway he was on another call – how convenient !. I gave my details to the contact centre and was told he would call me back. I did not hear from him until 2 days later!, the only response he had was that he would look into it, I don’t quite understand how difficult it could be for him to look into it as I have still not had any further response from him.

 

I contacted T***** based at the Lowestoft store and I have to say she was more helpful than your contact centre staff. She arranged an emergency delivery for 25th August 2006, I then received a call from a man whom I believe to be called Bert, and he confirmed the emergency delivery for 25th August 2006. A further telephone call was received in respect of the delivery for 25th August which my son took asking whether we had been informed of the delivery date – my son informed them that I was aware – a good piece of evidence I believe that communication obviously doesn’t play a big part in the day to day running of your contact centres!

 

 

Continuation……….

 

I then had to arrange with my employers for a days unpaid leave to be taken again – which I could ill afford to do – in order to receive the delivery on 25th August 2006. Unfortunately, this was an absolute waste of time; I waited in all day but to no avail. The kitchen did not arrive. I telephoned the contact centre – again!, and the Lowestoft store I was told the delivery would not take place until 15th September 2006 – again clear evidence that communication with your customers is extremely lacking!

 

I telephoned T**** at Lowestoft on 4th September to say no-one has still come back to me who then called someone else again, I then received a call to say my items were still out of stock and would be delivered on 15th September I don’t understand why the emergency delivery arrangements were made if its still out of stock again a lack of communication I think. She also informed me that I should of been told after placing the order that this kitchen was not in stock and that previous problems had been had with the doors resulting in them being sent back to the manufacturers.

This is an unacceptable delivery date to me but I suppose you leave me choice, I wait with baited breadth to see if this will happen!

 

I find this level of customer service totally unacceptable and appalling, I have now lost all faith in B&Q, before I purchased my kitchen I researched a few companies before deciding to shop with yourselves. I was initially impressed with your advertising and testimonials to Great Customer Service and Satisfaction Guaranteed.

 

Testimonials which clearly do not hold their value.

 

I am sure you appreciate that the purchasing of and installation of a new fitted kitchen can be quite a project to task – whilst trying to gather all the contractors to fit together only to be let down not once, twice but actually four different occasions this clearly is not acceptable by any standards – not a standard I am sure you would accept if you were the customer.

 

I have to say that I really needed the kitchen to be fitted by today’s date (6th September 2006) due to other commitments I have, but it obviously hasn’t happened I only have a microwave to work on as my existing kitchen was removed for the initial installation of the new kitchen and my family are having to have their meals at friends homes or takeaways – a costly expense on top of all this.

 

My local store advised me to expect compensation for the inconvenience, upset caused for the entire foul ups which have taken place, and of course my loss of earnings and extra expense I have to incur. The goods which have been delivered, have yet to be inspected – please be rest assured that this will take place when the remainder of the delivery has been received and I just hope and pray that all is well with these goods and that no further foul ups and mishaps happen. I was told to include evidence of my unpaid leave in order for you to re-imburse me for my loss, please find enclosed a letter from employers confirming my dates I have taken as unpaid leave.

 

 

 

 

continuation

 

 

 

I have included below a schedule of my loss to date

 

Wages £56.80

Fitters Cancellation fee £40.00 paid but invoice not received yet

Unsatisfactory service from B&Q – well I guess this is one you need to consider and value to what you consider to be unsatisfactory.

 

I would be grateful for a response within 7 days of the date of this letter of your comments and an offer of gratituty for the stressful inconvenience which has been caused by your company.

 

got phone call 13th saying delivery be here 15th sept guess what no delivery turned up [ANGRY][/ANGRY]

 

today i get 4 doors out of 11 all damaged, I am at a loss now of who to complain to you cant get past call center anyone had this sort of experience who can offer advice on legal standing ie breach of contract etc please help

[supra steveo]

good stuff give them hell

 

i would of exploded on the phone, i belivee some things need to be done eye to eye so you have there full attention otherwise they could be playing with solitare on there pc

[Dragonlady]

Get a free half hour with a solicitor to discuss your options. Even a letter from a solicitor to B&Q might make them do something.

 

To be honest I wouldn't recomend them, they are sometimes the only option as they have the monopoly on the DIY market.

 

Staff are useless and not properly trained. I went in a while ago for some wood glue and couldn't find it, so I asked an assistant "were is the wood glue?", my reply......"What's it for?"

for f**ks sake.....cleaning my teeth!!!!!!

 

Anyway good luck and I hope you get it sorted soon.

[merckx]

That's really bad, the idiots should be held responsible.

[Jake]

You ripped out your old kitchen before the new one had been delivered and checked? Blimey you're brave!

 

Did you see that thing about B&Q kitchens on BBC1's Watchdog programme a while back? There was some right balls-ups on there.

 

As it happens, I used to sell kitchens for B&Q (back in the 1990s) and also worked at their head office until Sept last year. To get your complaint taken seriously you'll probably need to get solicitor involved. Get the names of everyone involved, just saying "somebody at the store said you'll compensate me" may well be ignored without supporting evidence.

If you play it right you could end up with a free kitchen.

 

Good luck.

[ivan]

I would never order anything crucial from B&Q. If it weren't in stock I'd go elsewhere. Fact of life - they're CRAP!

[BEERSHZ]

thanks guys i edited names from letter b4 posting on here i have all names times etc, got a guy named david grey head of communications on the case now and today i informed trading standards and e mailed watchdog as they putting piece together on b&q, will go to solicitors if no joy in next couple days

thanks for replies

[Bob]

B&Q are fooking useless mate! I bought some kitchen bits from them and found when I got home that 3 of the 5 doors had at least one corner bashed in - they must have been throwing them off the lorry! Still a door short now as they won't have any more stock for another 2 months! Useless twats the lot of 'em!