B&Q reservation a joke !

JMW77

Hi everyone ,

I'm so angry went to reserve an item at b&q fair enought
Out of stock so went to nearest store on the Internet
Which is 50 miles round trip but I was ablge to reserve item .
So I travelled all the way there to find they had just sold last one.
I'm so angry why have a reservation system when they have no intention of reserving.
It was for my grandmother who's 90 years old and has insisted she willl pay my fuel mother which of course I will not accept but if I had she would be so out of pocket.

Sorry had to write this down to get it out of my system I will complain
Not sure how far I will get though .

Thank you.

JMW77

Fuel money I meant sorry wrote it rushed on my iPhone
Wouldn't let me correct spelling .

Feebie

We've had similar problems with their reservations system - total rubbish. As you say, if the system isn't accurate, they shouldn't offer the service.

Azari

This has been mentioned here before, several times.

Unfortunately it isn't the sort of thing you would expect to need to check.

kermitfrog

OP, I would vent my anger directly at B&Q even if you have to write directly to the CEO. You should point out to him/her that while you accept that mistakes do happen, it is how they're resolved that determines the morality of the company.

Therefore you would expect that the item you want will now be sent to your local branch, if not directly to you.

cuphalfempty

I remember trying to use this once, and unlike Argos where you can reserve and collect instantly, apparently it takes around 24 hours for B&Q to actualy process the request.

Seems a bit pointless really, although I'm not sure if they make this clear at the time you make the reservation. If not they certainly should, and notify you when its ready.

ian1969uk

Last 3 times I reserved something with B&Q they have phoned me a couple of hours later to say they don't actually have one in stock, even though the website said they did.

I've given up trying now.

paulofessex

B&Q have the craziest stock system in place. Stock in general which shows low levels are automatically re-ordered direct by head office. When this order is placed to the manufacturer or supplier the stores computer system is updated along the lines with 'in stock' even though it has not even reached the store yet, and may not be likely too until a weeks time.

So when a customer uses the reservation system, straight away the stock levels on the PC is as people are finding is wrong. Unless it is a large item that has to be ordered in, staff basically go around the store and 'pick' your item and it is pot luck if there any left on the shelves. Also you just have to hope you have a good member of staff who will be bothered to check other 'RF' locations for overstock and who will be bothered to get steps/ladder etc to retrieve your item.

It may pay people to actually ask staff to check other 'RF' locations, they do this via the PC or a hand held scanner.

Martyn Phillips is CEO of B&Q UK and Ireland; Euan Sutherland is CEO of Kingfisher UK & Ireland Division and Chairman of the B&Q Board.

B&Q Plc
B&Q House,
Chestnut Avenue,
Chandler's Ford, Eastleigh,
SO53 3LE

pmduk

Thanks for the warning. Another company to be wary of.

POPPYOSCAR

Yes it is very hit and miss.

However, every time I have done it I have always had a phone call telling me it is ready for collection or out of stock.

Paula202

pmduk wrote: »

Thanks for the warning. Another company to be wary of.

I don't think people need to be wary of the company as a whole, just the reservation procedure. I have always found B&Q excellent, the staff are helpful and their own brand paint is great