B&Q Shocking Service

Silent_Bob_3

We ordered a new kitchen on 15th Jan in the half price sale - told it would be picked from stock and delivered within 2 weeks.

4 weeks later no kitchen - so I phoned up and scheduled a delivery the following Friday - somebody would ring back to confirm it that day. Never did, so I went over (40 mile round trip) to sort it out. The delivery hadnt been scheduled.

The following Friday comes and at lunchtime I check to see its on the van havng taken the day off work. Im told yes its on the van and will be delivered by 5.00pm.

4.30pm and still no kitchen or phonecall and I'm getting worried as my mates are coming to fit it the next day. 1 hour of ringing (phone is ringing out, phone picked up and put down immeditately or answered then left there while they discuss holiday arrangements) I got through to someone who said it wouldnt be delivered as it hadnt even been picked from stock.

I said I had fitters coming and would B&Q be paying for them? Had a right moan and the lad said he'd sort it himself. Fair dues he delivered it at 7.30pm.
However parts were missing (sink, drainer, larder doors, cornice, shelf pack etc).

I went over next day, not in stock and they weren't bothered about when I'd get them. Got them to do a stock check at another localish store. In stock. I had to drive there and pay for them myself, go back and get a refund on the original items (another 40 mile + 20 mile round trip). Still waiting on the cornices too. Had the 2nd in charge manager down and told him all the probs - got a £60 refund there and then but I'm still going to write to head office and complain about the shoddy service.

The lad who delivered the kitchen designed it and has gone out of his way to sort out other peoples mess. Seems like he's the only one with a conscience,

hjb123

Sounds like you are having loads of problems.

So are you still getting the kitchen - are you getting some extra money for the hassle you have had - afraid I got a bit lost in your post!

Justicia

hjb123 wrote:

Sounds like you are having loads of problems.

So are you still getting the kitchen - are you getting some extra money for the hassle you have had - afraid I got a bit lost in your post!

My understanding was that got kitchen (though had to travel to another store for some bits and currently awaiting a few more parts to complete) and got a £60 refund back from Assistant Manager.

What a poor service to the customer! :rolleyes:

Silent_Bob_3

Yup kitchen is installed except the cornices. Still going to write to HO to see if I can get some more compensation for the hassle.

hjb123

Yup ya do right. At least by writing to them you have nothing to lose? So you already have £60 compensation? If you write to them you let them know what is happening in their stores - they need to know - I always like writing that!!

nic82

Also, when you write, I'd include the name of the person that was so helpful and mention something along the lines of "if only all your staff were this helpful".

It shows that you're being fair....you give credit where it is due, but also complain when necessary too.

Welsh_girl_5

I'm having a terrible time with B&Q kitchens as well - has anyone else?

Ordered new kitchen 2 January - delivery informed for 10 Feb - only found out day before because I rang them that it would not arrive and they had no idea when it would - blamed some fire (which seemed very convenient) and told I would get a phone call to say when - had to ring again on the 21 Feb as no one rang and finally told new delivery date of 12 April...but a further 10% off as compensation ....rang 2 days before told yes all ok and delivery would arrive, they then phoned me day before to check and again informed all ok. Lorry arrived - unloaded - all wrapped - yippe....then checked it all - door handles missing - rang them straight away customer service rep says ah yes probably out of stock - oh yes on reorder they'll be with you 12 May....!!!!

16+ weeks for which is in reality a tiny kitchen....ok a further 10% off but again I have to rearrange with the builder....the thing that gets me the most is the way customer services just blame each other - oh you should have been told by the person who rang you regarding the delivery - well I spoke to two and neither mentioned it....arghhhhhh

Silent_Bob_3

Welsh Girl - there was a fire - a bloody big one at their main warehouse which put orders back a minimum of 3 months. As for the handles - try another store - buy them then get them refunded where you ordered your kitchen - this is what I had to do with the sink/drainer.

I've been waiting for the cornices to finish the kitchen off - was told theyd deliver when in stock - that was 6 weeks ago. Not too bothered as had loads of other things to do anyway.
Popped in the weekend as I was in the area and they had loads in stock. HAd it out with a manager (again) as to why they weren't delivered - was told I hadnt requested it - to which I produced a hand written letter saying when I'd requested them. Got those refunded too. Then it took me an hour to get a refund on the other stuff I'd had to buy duplicates of - mainly because no-one knew how to do it and 10 minutes spent listening to staff talking to another woman about how to make the best curries.

Utter utter incompetence - the left hand doesnt know what the right hand is doing.

Welsh_girl_5

Hi Silent Bob

I phoned Customer services to check if I could get the handles from a store and was told no....rang again to have a good moan and this time told yes I can go to a store - frightening - no guesses as to where I'm off now...........

cheers Bob

plane_boy2000

You can see why B & Q have reported falling sales for the last 5 quarters. Our local branch is staffed by monkeys, and in general the staff are rude and behave like they are doing you a favour

FloFlo

I ordered my kitchen way before the fire, back in Oct 05, next Monday fitters are coming out again for the third time to put right problems. B&Qs customer service is a joke and they have promised compensation but will only discuss it after the job is signed off. I paid £8000 for a kitchen which falls apart a little more everyday.