B&Q Home Delivery Service Problems (Kitchen)

mbailey

I ordered a B&Q kitchen just after christmas when the sale started and they had a 15% discount. At the time the delivery was booked for the 26th Jan.

On the 24th Jan I received a call to inform me that everything was on track for the delivery on the 26th and everything on my order was in stock.

The order came on the 26th Jan as promised but unfortunately the order showed 4 items that were out of stock. I then checked through the everything else delivered and found 2 more missing items that should have been part of the delivery.

After a number of phones calls I managed to get a supervisor to agree to an emergency delivery on 4th Feb. The delivery came yesterday as promised, but unfortunately 1 item is missing again.

I have spoken to the call centres a number of times over the weekend, but now they are saying I can not have the missing door delivered until the beginning of March!!!!!!

From what I can tell they seem to have *alot* of stock in the warehouse waiting to be delivered but not enough drivers to deliver it all. They also don't have any emergency delivery slots available either!

One of the supervisors did admit they were having a major planning meeting on Tuesday this week to discuss the situation and looking at ways to get the stock delivered quicker.

I have spoken to the store where I purchased the kitchen from and they just advise to call the call centre as there is nothing further they can do. From what I can tell the warehouse, call centres and delivery is all outsourced by B&Q and they don't take ownership for it.

I have even offered to arrange for my own courier to collect the item from there warehouse, but I was told this was not possible.

Anyone else had problems like this?

Any advice how I can resolve this as I want to start fitting the kitchen this week, although I can not due to the missing item.

Any one considering buying a B&Q kitchen be warned you may have problems with delivery!

Malestrom

We did have problems when they delivered our kitchen, some out of stock stuff and some just plain missing. We just collected the 'missing' items from the local B&Q warehouse and the out of stock stuff was also collected when it eventually arrived there. Luckily it was exterior parts (trims and doors) rather than cabinets so I could still get on with the fitting! Sorry, I know that doesn't really help....

mancitychick

Off topic slightly but..... I have used B&Q delivery service once and wouldn't again. It was for a shed and the driver actually asked me to help him unload and carry it in to my garden. When I said I couldn't, he got really rude. I said no because I was 7 months pregnant at the time! Did take it up with B&Q as I cannot stand rude people, but they weren't too interetsed.

molerat

The only way to get anything sorted with the B&Q muppets is to write direct to the CEO. I have been dealing with them for over 2 years now about my conservatory .... same story, missing parts, wrong parts, broken parts. They are totally useless and don't seem to care. Promise to call back and never do. Write to the CEO direct and amazingly things seem to happen. :rolleyes:

mbailey

molerat wrote:

The only way to get anything sorted with the B&Q muppets is to write direct to the CEO. I have been dealing with them for over 2 years now about my conservatory .... same story, missing parts, wrong parts, broken parts. They are totally useless and don't seem to care. Promise to call back and never do. Write to the CEO direct and amazingly things seem to happen. :rolleyes:

I don't suppose you have an email address?

PM me if you don't want to publish on the board.

Thanks,

Matthew

molerat

mbailey wrote:

I don't suppose you have an email address?

PM me if you don't want to publish on the board.

Thanks,

Matthew

No, sorry. I used good old fashioned recorded snail mail so they could not deny receiving it. :rolleyes:

cuggie

i feel sorry for you,
my hubby is a kitchen & bathroom fitter,
mainly he does magnet kitchens, but for the past month he has had all b & q work,
every single time something is damaged, or missing, from them delivering a wrong toilet to a customer 3 different times !, to a damaged work top and also missing door hinges,

so you are not the only one, and they only get paid once the job is complete so all the delays are so annoying

just wanted to let u know you are not alone

jasons_2

We had a really good experience with B&Q- the driver went through the delivery note with my wife and ticked everything off with her present.

We did need another door, which they sent by Citylink as they didnt have any slots free.


Jason

mbailey

I have spent the whole day trying to phone them and talk to a supervisor but they never phone me back!

I have registered a complaint calling the B&Q head office but that doesn't have seem to done anything yet.

I phone the store the item was purchased from and they can't do anything!

I am starting assembling the units tomorrow and wednesday - I am really worried about finding anything damaged as it will completely ruin my plans for the rest of the kitchen.

I was very interested to hear that Jason managed to get a delivery by citilink. I have asked for this but it has been refused!

I certainly wouldn't recommend B&Q Home Delivery to anyone!!

mbailey

B&Q is unbelievable and getting worse!

I have spoken to the highest management at the call centre and they just tell me there is nothing they can do I have to wait till March for my missing door. The they referred me to the main B&Q customer services number.

I contacted B&Q CS again and they told me there was nothing they would do either! I said it was a completely unacceptable but was just told if the call centre said March then that is what it is! The B&Q Duty Manager then said "B&Q is going through a hard time at the moment" and basically said there is nothing that anyone can do!

If anyone has contacts to the B&Q CEO I would be grateful.

Regards,

Matthew

hotwax_2

Assume from the trail that it's not a range that's available in your local store? However, it may be worth asking if it's available in another store. I know when some parts of our kitchen was damaged I think I had the option of going to the Croydon store which is one of their main warehouses.

After many phonecalls I was able to get them to courier a new unit and door to me as an emergency delivery and they sent another courier to pickup the old units. However, they were supposed to phone me and it arrived the day the replacement stuff arrived, so it was still all screwed together. I said I wasn't ready, and the delivery guy (parcelforce I think) wasn't bothered.

They never rang up to pickup the damaged stuff...

I think I was able to get an emergency delivery as I said the kitchen fitters were booked (not strictly true as I was fitting it myself!) and that I couldn't cancel it.