B&Q - don't you just luv'em

RedBern

Ordered a dresser and drawers from B&Q in 50% sale and got quidco as well.:T Order delivered yesterday - two small boxes and an orange plastic bag. Just rang B&Q and asked where my 500mm carcass and glass fronted door were as I appear just to have drawers.

B&Q "Ah, have you opened the boxes as they're flatpacked"
Me "yes I have, they are 18" square and 3 inches deep they don't contain a carcass"

"you see Mrs.... we use what we call 'flatpack' (she says speaking very slowly to stupid customer)"
"ok, well even if I unpack these boxes and add water to the contents they're never going to grow to 500mm"
"have you unpacked the boxes Mrs....."
continues for some minutes.............

eventually ..B&Q "ah, I can see what's happened here. You ordered a Sheringham door and drawers plus a carcass, there's no stock of that product at all and we don't know when we're going to get any in....."
me..."so?"
"So they've sent you that other order instead!" (sits back in chair with smug grin... another customer sorted)
me "but what you've sent me is never going to look like a dresser in my kitchen"
B&Q "no, it isn't. Would you like me to cancel your order?"
me "no, please send me what I've ordered"
sorry - no stock and we don't know when we're going to get anything........

Remind me again - why are we in recession when we have shops such as B&Q to keep us sane and help us spend our money?

markelock

looks like you might need to bite the bullet and return them. maybe suggest they give you a £5 voucher for the inconvenience, and hope that quidco validates?

RedBern

well I thought I'd wait and see if they get new stock in first - I can wait. It is just an additional cupboard in the kitchen which can wait.

sydneybean

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Takoda

sydneybean wrote: »

:eek: Aargh!!
i work for B&Q and cannot belive this!! (actually maybe i can) i presume that it was the SFC (Showroom fulfillment centre) customer services that you dealt with?

couple of queries:
1 - take it they didnt inform you that the item was out of stock before they delivered the items (you have already answered that so am aware they didnt!)
2 - I really really hope the apologised profusely!
3 - Did they mention that unless it is a special order fascia that some stores keep this in stock?
4 - i am gobsmacked that carcasses are out of stock, these are now pretty much kept in stock in stores for take-away kitchen ranges.

it might be an idea to try a couple of stores to see if they keep it in stock (preferably the bigger warehouses as they keep more of the ranges). if you can find it you could just let SFC know.

Actually... you know what, you should just phone head office! what you need to do is ask to speak to customer services and they will put you through. there is an 0845 number but cant remember what the rest of the number is so if you ring head office on 02380 256 256 then they will put you through.

Customer services will then log your complaint and you will receive a customer reference number which is logged onto a central database and will be put against (most probably) the store that you made the original purchase from. (doesnt matter if you did it over the net, they will still log it against SFC). hopefully you got it through a store because if they can get you the stock sooner they will. Basically what happens once it is on the system and logged against a store is that they have to take ownership of the complaint, nothing can be hidden or forgotten about as it is on a central database.

hope all of the above makes sense, if not just ask away:cheesy:
PS - when you speak to customer services just tell them you want something as a gesture of goodwill.

it really gets my goat that we still have unhelpful people!! i always try to exceed expectations, that way your customers come back.....

You have obviously tried your best to help which is admirable.

BUT I'm afraid B & Q is one of those companies that no one is ever surprised to see mentioned on these boards. Everybody knows someone who had a B & Q fitted kitchen which was a nightmare from start to finish! You unfortunately just have that reputation. Especially when it comes to goods supplied damaged or not on schedule.

RedBern

SydneyBean - thanks for your helpful response - it must be v frustrating for you!

well - I checked the website a couple of days later and my items were showing as 'available' so sent an e-mail and asked when they'd be delivered. A nice lady rang and said she'd arrange collection of the drawers that had been delivered by mistake and deliver the carcass and door/drawers the following Wednesday. Sure enough a guy came to remove the items, and a couple of hours later another van came and delivered a carcass and door (no drawers but the ones they'd delivered earlier wouldn't have fit!). OH went out and in his absence a card was put through the door saying "sorry we've missed you" from B&Q. Rang the number on the card and arranged delivery for yesterday (Friday). Van turned up and delivered another carcass and set of doors...... I went inside to find the delivery note from the previous order to look for a telephone number.... knock on the door, and the man who'd collected the drawers last week said he'd come to collect an incorrect delivery! I showed him the carcass & doors, remarked B&Q must now be employing psychics as I'd not had time to ring them... he checked his sheet and said, "I've been here before and collected the drawers.... which is what they've sent me out to collect again, sorry can't take this carcass back, see you next week" and off he went...

So, I've now got a carcass, door and drawer fronts, oh and hinges so nearly there.........are B&Q responsible for any banks;)?

molerat

From painful experience, as the advert goes ...... If B&Q made beer, they wouldn't be able to arrange a !!!! up in a brewery :beer:

frank_benson

I bought a dresser from a local shop recently who can be found just outside Canterbury in Kent.

It's all solid wood, none of this self-assembly nonsense. Personally, I hate having to put together furniture and usually find self-assembly stuff, perhaps through my lack of skill, falls apart quite quickly.

Anyway, the shop is called Pine and Period Furniture (www.pineandperiod.com) and they have some lovely dressers in stock,
if B&Q don't sort you out.

Best of luck

Frank

knightstyle

Another B&Q gripe. We saw they had washing machines for £162, asked if two could be put on one side for us to pick up next day with a van fine they said. Went back next day and the price was £189! Complaining got us nowhere!

RedBern

thanks for the info Frank, but this is the last cupboard in a kitchen/diner and not a very big space so needs to match everything else.

Well,after having second carcass and doors delivered I rang the fulfillment centre (is there anything more inappropriately named) and they promised to deliver the remaining drawers on Wednesday morning. Sure enough, 8.05am, Parcelforce van arrived and the postman delivered........another door. I've also had another packed of hinges through the post, so to date I have 2 x carcasses, 2 x door and drawer fronts and 1 random door and 2x hinge packs. Rang B&Q and asked him to arrange for me to receive a pack of drawers - I've still only got the fronts and the drawers they incorrectly delivered at the start of this debacle were the wrong size - and he said he could only do the full order again, and arrange for collection of the previous order. He's going to ring me back today as the computer wouldn't let him change anything yesterday.... yawn