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Comments:
Having shopped twice at b & q this week we received the same service both times,not a pleasant shopping experience.Time for them to shake up the staff with a few lessons in good manners and customer service we think.What a rude ,miserable bunch of people ,well the ones we had the misfortune to be served by were.
We go to the USA a lot and the equilent store out there could perhaps teach them about nicetys and just being friendly,like good morning and actually helping a customer instead of walking away pretending they have'nt seen you!!!
I have never met such a useless customer services dept in my entire time. No more to say really except they have really got my blood pressure up - useless and uncaring - take your money and couldnt give a monkeys about after sales services! If you do have to ring them about a missing component - be aware that you will be put on hold for hours,no one will know what you are on about, transfered and put on hold again and youll probably get cut off in the meantime and have to start all over again! and still no one will know you want and you will probably have to wait at least a month for your missing parts - so dont hold your breath for a quick response from them!
Had the worst experience of my life with this company (thank goodness we had a sympathetic and contracted fitter). First we were sent the wrong sink (after £5 in phone calls we were still no closer to a resolution). Contacting the distribution centre just led to more anxiety after being hung up on several times (and no we were not rude to the operators)we were promised recalls which never happened - my wife stayed in for two whole days trying to resolve our problem with the sink because she was promised 'someone will get back to you'. We ended up with no water in our kitchen for over two weeks (not ideal from a health & hygiene point of view when your daughter is in her first trimester).
Eventually we had to travel the county and find our own sink (the ordered one arriving too late - almost another week after the finished 2 week installation). Remember I started this commentary with 'first' that is because we had other problems eg. new cooker hood arrived with no fittings, cabinet door arrived damaged, one of the units was water damaged, a pull-out larder unit never delivered and when these problems were related to, again, their distribution depot we were unsympathetically listened to with comments like 'I suppose you want a refund then?' (this being in respect of the pull-out larder which could not now be fitted as the work was already near completion). If you need help then visit the store - different story there - staff only too willing to help but sometimes it was difficult because they too (allegedly) had problems liaising with dist.depot. I was going for 5 thumbs down then I thought that this would not be fair in respect of the shop staff hence a 4
B& Q home delivery is a waste of time. They did not deliver my goods on the day agreed as according to them their carrier had a system problem but when checking with them they said they had no problems at all. B&Q could not tell me when it would be re-delivered and would not contact the carrier for me. When I was eventually able to contact the carrier myself , over a week later I was told that the tracker number given was not valid. After 8 phonecalls I am actually able to cancel my order as otherwise it would need re-ordering and I would need to wait another 4-5 weeks. However, I will be surprised if my refund appears and I am sure I will need to speak to the useless call centre again. Basically my order was lost but not once did they apologise or try to find my delivery and each time I called I was told that it basically was not their problem. My advice is never order anything from B&Q online as it is likely to never arrive and getting your money back is near enough impossible. !!!!!!
Bought an item from their website. They delivered the wrong one, late. Didn’t correct there error. I asked for money back after they failed to correct delivery. Failed to pickup cancelled item on arranged day, causing wasted day off work. Finally picked up item nearly 1 month after 1st attempt. They missed 30 day money back as stated by Distance Selling Regulations. Still no money back after 60 days. Sent them a threat of court which they ignored. I haven’t had one email from them since this saga began. I have had to phone/email them every time contact was required. Worst customer service from a company ever. Will never buy from them again.
Ordered a cooker online in October, b & q took payment from my credit card immediately. Now, one day from when it is supposed to be delivered, they tell me it is out of stock!!! Firstly they didn't bother telling me it was out of stock, I had to ring them, secondly they tell me it will be up to 30 days before my credit card is refunded!!! This means that they will have had my money for up to 7 weeks sitting in their bank account accruing interest. Meanwhile, I am expected to pay my credit card bill and find another cooker to buy. Truly trashy company, don't touch them with a barge pole (they would probably try and charge you for it!)
B & Q - online DIY!
Ordered and paid for 3 airconditioning units last year - delivery made late August - sealed huge package 2 man job to move - we have just discovered only 1 unit enlosed - so where were our others we had paid for???!!!!
B&Q didnt want to know - only have 28 days to check parcel and not at all concerned that as far as we were concerned items had been stolen somewhere before getting to us! Ohh - and we had two deliveries made - they did not care that only one was made - one unit and two were ???? Had i been told tegre wouldbe two delivereies I would have expected two - but delivery note said three units!
Pushed and pushed them, and they are have now found two units were never successfully delivered despite their records telling them they were! Fingers crossed for friday then!
The moral here is ------ always check yourparcel - no matter how cold the weather, current use or whatever! Why do we the customer always have to psh and badger for the most basic of service?!
In April 2004 I went to B&Q to buy some flexible piping to connect my fridge/freezer (with ice maker) to the mains water supply. I asked one of the members of staff for advice on what would be suitable and bought the recommended plastic tubing.
About 12 hours after connecting it all up, the plastic tubing ruptured in the middle of the night and flooded the kitchen.
I had to hire a dehumidifier (£50) to dry the place out and will need to replace the flooring in the kitchen.
The Chelmsford store were of no help when I contacted them. They refused to do anything unless I could name or identify the staff member who had served me.
Letters to Robert Cissell (chief exec) at his home address produced no better response.
At one point I was told that if I sent the receipt for the dehumidifier they would *consider* meeting the costs. I had no receipt but offered to send a credit card statement and got no reply to that offer.
Eventually I got a cheque for £20 a couple of months ago which just about covered the cost of the faulty parts and my post/phone costs.
I wrote again to the chief exec and had a letter from one of his staff saying they had offered to pay for the dehumidifier and I had refused the offer.
I have written back pointing out I did not refuse the offer and enclosing the credit card statement I had offered to send them previously. I have heard no more from them.
All the way through, B&Q have done little to hide the fact that they think I am lying about the advice I received, just because I cannot recall the name of the person who served me. They claim to have questioned all the store staff and all have said they would not have advised me to buy that product. No surprise there, really - after all, it could be their jobs on the line and they are no doubt aware that B&Q will work on the basis that the customer is always wrong.
My Partner and I ordered a bathroom suit from B&Q, Ballymena, N.Ireland, on its delivery the bath was a completely different colour from the other items and the wrong type of bath. We had removed our old suite on the arrival of the new suite thus we have no washing and sanatory facilities in our house. The customer services dept have made little effort for the swift resolution of our plea. We have to book into a hotel until the correct bath comes which will be nearly two weeks. Why cant a company of such magnitude not make arrangement for a special delivery to be made so that we can receive the correct items we ordered almost one month previous. We are very disappointed with our treatment and may take legal action
Dont use the website if you want to collect from the store , they charge delivery .If you order in-store no delivery charge!
Faulty or damaged items ordered from the web site cant be returned to a store !
2 days of work one for collection and one for delivery if you want a faulty item replaced!
MADE AN ORDER IN FEBRUARY PROMOSED PHONE CALLS NOW JULY AND STILL WAITING. GOODS HAVE GONE MISSING WHICH ARE PAID FOR IN FULL. WHEN COLLECTING GOODS SPENT 1HOUR WAITING ON TWO OCCASSIONS. ITEMS I PICKED NO LONGER AVAILABLE, DELIVERY DUE BUT DO NOT HOLD OUT MUCH HOPE OF IT ARRIVING. ADDRESS ASKED TO BE CHANGED THREE TIMES AND STILL NOT DONE. THIS JUST GOES ON AND ON AND ON!!!
I ordered a kitchen from this company in January and paid in full, as of 14 April I still had no kitchen, staff couldn't have cared less, I ended up getting a full refund. I recommend Howdens Joinery for kitchens!
Basically the staff are the laziest bunch I have ever seen. It makes DIY shopping a perfect chore. No-one wants to help you find anything, the goods are a complete mess and they have usually sold out on most lines. The 'expert' is usually a spotty teenager and has no idea what you are going on about. This whole approach is taking 'no frills' a step too far. top blaggers.
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
We go to the USA a lot and the equilent store out there could perhaps teach them about nicetys and just being friendly,like good morning and actually helping a customer instead of walking away pretending they have'nt seen you!!!
Eventually we had to travel the county and find our own sink (the ordered one arriving too late - almost another week after the finished 2 week installation). Remember I started this commentary with 'first' that is because we had other problems eg. new cooker hood arrived with no fittings, cabinet door arrived damaged, one of the units was water damaged, a pull-out larder unit never delivered and when these problems were related to, again, their distribution depot we were unsympathetically listened to with comments like 'I suppose you want a refund then?' (this being in respect of the pull-out larder which could not now be fitted as the work was already near completion). If you need help then visit the store - different story there - staff only too willing to help but sometimes it was difficult because they too (allegedly) had problems liaising with dist.depot. I was going for 5 thumbs down then I thought that this would not be fair in respect of the shop staff hence a 4
Ordered and paid for 3 airconditioning units last year - delivery made late August - sealed huge package 2 man job to move - we have just discovered only 1 unit enlosed - so where were our others we had paid for???!!!!
B&Q didnt want to know - only have 28 days to check parcel and not at all concerned that as far as we were concerned items had been stolen somewhere before getting to us! Ohh - and we had two deliveries made - they did not care that only one was made - one unit and two were ???? Had i been told tegre wouldbe two delivereies I would have expected two - but delivery note said three units!
Pushed and pushed them, and they are have now found two units were never successfully delivered despite their records telling them they were! Fingers crossed for friday then!
The moral here is ------ always check yourparcel - no matter how cold the weather, current use or whatever! Why do we the customer always have to psh and badger for the most basic of service?!
EllenThomas at 13th Jun 2005, 11:52AM
About 12 hours after connecting it all up, the plastic tubing ruptured in the middle of the night and flooded the kitchen.
I had to hire a dehumidifier (£50) to dry the place out and will need to replace the flooring in the kitchen.
The Chelmsford store were of no help when I contacted them. They refused to do anything unless I could name or identify the staff member who had served me.
Letters to Robert Cissell (chief exec) at his home address produced no better response.
At one point I was told that if I sent the receipt for the dehumidifier they would *consider* meeting the costs. I had no receipt but offered to send a credit card statement and got no reply to that offer.
Eventually I got a cheque for £20 a couple of months ago which just about covered the cost of the faulty parts and my post/phone costs.
I wrote again to the chief exec and had a letter from one of his staff saying they had offered to pay for the dehumidifier and I had refused the offer.
I have written back pointing out I did not refuse the offer and enclosing the credit card statement I had offered to send them previously. I have heard no more from them.
All the way through, B&Q have done little to hide the fact that they think I am lying about the advice I received, just because I cannot recall the name of the person who served me. They claim to have questioned all the store staff and all have said they would not have advised me to buy that product. No surprise there, really - after all, it could be their jobs on the line and they are no doubt aware that B&Q will work on the basis that the customer is always wrong.
Faulty or damaged items ordered from the web site cant be returned to a store !
2 days of work one for collection and one for delivery if you want a faulty item replaced!
fishface at 27th Jan 2004, 04:51PM
3 stars for slackness
adstick at 7th Nov 2003, 08:08PM
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