B&Q Shocking Service

chugalug

When are companies going to realise that their tendency to employ monkeys (cheap labour) at the front line is costing them dear. Who cares if B&Q go to the wall, its what they deserve. If only Halfords would follow - you can never find one of their monkeys!!!

djl

Silent_Bob wrote:

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,

i ordered a kitchen from b&q in 2003 the service was so crap i got hold of the area manager and got £480.00 in compo THEY ARE USELESS :mad:

Katrina-trying_to_save!?!

When are companies going to realise that their tendency to employ monkeys (cheap labour) at the front line is costing them dear. Who cares if B&Q go to the wall, its what they deserve. If only Halfords would follow - you can never find one of their monkeys!!!

well as far as i know im not a monkey!?? :mad:

grex9101

Katrina-trying_to_save!?! wrote:

well as far as i know im not a monkey!?? :mad:

i think what chugalug is trying to convey is the fact that these shops tend to pay the least money in terms of wages and training to keep costs down.
People that work for min. wage (or close to it) don't value their jobs as they don't feel valued as employees.

all this leads to generally shoddy service and a "who gives a toss" attitude all round.

golddustmedia

4 weeks! You got off lightly!

My B&Q kitchen took months to arrive. I had the whole confirmation of delivery date etc etc calls the day before so I went ahead and ripped out old kitchen expecting delivery of new one that day.... Biggest mistake I could have made. It took another 6 weeks before the parts were delivered. What's worse is B&Q was less than 1 mile from my house!!!

I ranted at the manager saying I had persons waiting to fit the kitchen which they failed to deliver (apparently it was never picked to go on the lorry!) so had incurred cost and subsequently had no cooking facilities for 6 weeks. They pointed out they "advise" customers not to commence work until all parts satisfactorily delivered.

When it did arrive it had parts missing also, fortunately not many though. Through much complaining the store had agreed to meet the cost of "some take away meals" when I had my biggest moan at the point I'd been without kitchen for 5 weeks. In the end I never got round to following it up as that manager seemed to vanish from local store and the prospect of trying to explain to someone new why I wanted them to pay for 5 days of chinese or fish&chips was too much to cope with.

Ironically when they came to deliver it I had told them I would not be in during the day when they wanted to deliver, so they agreed to deliver to the local store who in turn would send it out on a small van the next day. Seems that message got lost and the full 7 tonne truck arrived at my house about 8pm since they were running 5 hours late on the days deliveries... makes you wonder!

Wig

It's a simple solution (in theory) when you order your kitchen decide how fast you want it, say two weeks, have that written on the contract with the addition of.......

If complete order not delivered by such and such date a penalty of xx pounds will be payable to the customer. if further it is not delivered by such and such date a full refund will be given and order cancelled.

You can omit the penalty payment (they wouldn't accept it anyway) and just have the full refund clause. If they don't accept that take your business elsewhere. If evryone did this they would soon sharpen up their practices.

Katrina-trying_to_save!?!

People that work for min. wage (or close to it) don't value their jobs as they don't feel valued as employees.

well as im only a student its really a part-time job that i do take seriously btw. but for people who work there full-time i dont see how you can call them monkeys because they earn NEAR the minimum wage. I dont see that as a fair comment. so no-one here works for a supermarket or store that pays close to the minimum wage??

pay the least money in terms of wages and training to keep costs down.

we are given full training. the problem is that the kitchens come from a fullfilment centre somewhere in england! YES, there was fire (it was confmed on the news) so i dont see how this could have been prevented. in a nutshell if the people who work in the fulfillment centre put more effort into their job as we do ( as we deal with customers face-to-face which they dont) then we wouldnt have this problem....i.e not phoning customers etc.

we are able to help customers in anyway we can (well in my store neway) we had major complaints from the fire happened which were resolved as quickly and as effectively as we could. we worked with other stores to try and complete orders.

im sorry if people are dissatisfied with the service but im only explaining the reason for the recent upheavel! and dont appreciate someone whos tryin to make a few pound to be put down!? or would you rather we just lived on benefits which you the taxpayer would be paying for????

EDIT*** another point id like to raise- why rip a kitchen out when you havent got the new one to replace it?? anything can happen like fires!???

loopylass30

Ive also suffered with B&Q i purchased my kitchen in december and was given a delivery date of the 6th feb, it didnt arrive when i rang 2 complain i was told about the fire.... given a new delivery date the 31st march, to which i kicked off big time, told them i wanted a full refund and theres no way i was waiting that long as id already had my old kitchen ripped out, and had a fitter waiting to instal my new 1,
to cut a long stort short they agreed id get my kitchen 2 weeks later, i said ok but told them i would require compensation me as ive no kitchen to cook we willbe living of take aways, im lucky as i was helped by a really nice fella who pretty much sorted all my problems out including my £250 compensation, however my kitchen did arrive bit by bit and to this day im still waiting for parts, last bits are coming on thursday "supposedly

but never again will i purchase sometihng big from B&Q

Welsh_girl_5

Doh - I went to my local store to see if I could get the missing handles.....the only shelf location with no handles - yup the ones I wanted.....and a very unhelpful member of staff who just said - don't know - call in every day - yes because I've got nothing better to do I'll make a 20 mile round trip every day...!!!

grex9101

Katrina-trying_to_save!?! wrote:

well as im only a student its really a part-time job that i do take seriously btw. but for people who work there full-time i dont see how you can call them monkeys because they earn NEAR the minimum wage. I dont see that as a fair comment. so no-one here works for a supermarket or store that pays close to the minimum wage??



we are given full training. the problem is that the kitchens come from a fullfilment centre somewhere in england! YES, there was fire (it was confmed on the news) so i dont see how this could have been prevented. in a nutshell if the people who work in the fulfillment centre put more effort into their job as we do ( as we deal with customers face-to-face which they dont) then we wouldnt have this problem....i.e not phoning customers etc.

we are able to help customers in anyway we can (well in my store neway) we had major complaints from the fire happened which were resolved as quickly and as effectively as we could. we worked with other stores to try and complete orders.

im sorry if people are dissatisfied with the service but im only explaining the reason for the recent upheavel! and dont appreciate someone whos tryin to make a few pound to be put down!? or would you rather we just lived on benefits which you the taxpayer would be paying for????

EDIT*** another point id like to raise- why rip a kitchen out when you havent got the new one to replace it?? anything can happen like fires!???

i'm just trying to point out that money is the greatest motivator - the less money paid to staff, the less motivated (in general) they wil be.

Certainly, if i happened to end up working for minimum wage, i would not give a toss about performing well for my employer-if they valued me at all, they would pay me decent money to reflect this.

And why the hell should i applaud anyone for working? EVERYONE should be working-if you don't work (and have no good reason for not doing so), and live off the state then you're SCUM-simple as that.