B & Q- who to complain to ?

oysterman

I want to complain about there customer service or lack of it.

Who do i e-mail at there head office. Any ideas

smcaul

I would not waste your time, I know someone who works in the directors office (member of the family) and he could not be bothered to help with a problem, just said let the store sort it out (which they can't seem to do) - Apathy seems to start at the top with B&Q. And they wonder why they are struggling to make money!!!!

superpacman1972

I second that. B&Q HQ are not interested in customer issues. This is borne out from own experience and also a recent TV program where somone had their kitchen bodge fitted by B&Q contractors. They got a complaints troubleshooter to help them to try and resolve the issue. Bottom line was the guy had to constantly chase B&Q to try and get them to address/fix the issues, they never returned calls, said they were too busy, voice mail on, etc. This was at board level, and even when the guy said he was working for the BBC and this complaint process would be broadcast, they appeared slow and grudgingly to act.

oysterman

Thanks for the replies, lack off returned calls is my biggest moan. Just found out today why my doors had not come in, not been ordered (aaaarrrrgh).

Its taken 4 weeks to get that information out of them.

djl

hi

when i had a BIG problem with B&Q i called another store spoke to the manager and got the area manager to call me (on a saturday afternoon) that sorted them out

smileypigface

I too wouldn't waste your time, effort, patience etc on B&Q ... I've posted before about the ridiculous run-ins I've had with them in the past .....

They have a total lack of interest in providing even a satsifactory level of customer service - and no corporate loyalty either - they are all too happy to blame someone else's incompetence in their own organisation ....

I support the local smaller suppliers now - and will do so for the remainder of my current renovation and the ones that follow - the initial outlay might be slightly higher than using B&Q but I can do without the hassle and 'hidden' expenditure (phone calls etc) that is then required to make B&Q deliver the goods you have paid for.

I have purchased a couple of times from DIY.com - the internet bit of B&Q - and have received an invitation to fill out a customer satisfaction survey ... guess what .. the first question is asking you to rate the level of your satisfaction from 'not at all' to 'extremely' - if you click 'not at all' then that's the end of the survey ... it thanks you for participating but states it is only interested in the views of people who were satisfied !!!!! Work that one out!!!!

Don't touch them with a barge-pole is my advice!!!!!!!!!!!

Honeydog

I wouldn't touch them with someone else's barge pole after the fitted kitchen nightmare some friends had.

Katyag

I emailed after some dreadful treatment my 71 year old aunt receieved at one of their stores, this was years ago now and im still waiting for a reply!!! Awful service so dont bother emailing!

doingmybest_3

Hi there, I know this is an old thread, but wondered if any one knows the email addys of the directors at B&Q so I can get some resolution to a complaint I have?

Mankysteve

What exactly is your complaint?

doingmybest_3

Please bear with me as this is a saga; They (BnQ), installed a kitchen for me 3 years ago. Early this summer my 5 year old went to get something out of a high unit and the unit came of the wall. Miraculously it went over his head, crashed onto my adjacent fridge freezer and damaged it, and smashed to pieces behind him.

To this day we don't understand how he wasn't physically hurt. My partner was in the kitchen at the time and says it was like watching something in slow motion.

B&Q only accepted that they were responsible when I produced my garuntee which says that I am guarenteed for 5 years if I can prove that there was a problem with their installation which I couldn't know about until a problem arose.

The problem was with their workmanship. The unit was held up by a very small bracket and a couple of self tapping screws. If the unit held heavy items like pans or plates and glasses I think my son would have been injured, fortunately we use it for bread and cereal etc. I videoed the screws and bracket that was on the wall.

They sent an inspector who arranged for a new unit to be installed and for the fridge to be repaired. and they gave me ( after many emails) £100 as a good will gesture( I never asked for them for any money). I wasn't after compensation but I was angry that after paying around 4K for a kitchen that I later find out that it wasn't professionally installed and that it could fall of the wall when we're least expecting it.

I ordered the freezer door and they sent one of their guys to fit it. Nice guy, fitted it but it was warped and also it was brilliant white. Although the fridge is the same age as the kitchen of course, it has slightly discoloured with age. We are non smokers and clean people but, you can't stop things discoloring. To get the fridge to look how it should, will mean 2 new doors, plinths etc.

I rang them immediately and they told me to email the manager. Their engineer also told me I have emailed them and said that as this has gone on since June, to save their expense and time, it would be more economical to replace the fridge freezer. They willl have to pay a company to install all the parts as they do not have their own engineers as well as paying for the parts.

I have been emailling them for the past 2 weeks but they are now ignoring me. Even if they replace all the parts I will not see an end to this saga until March 2010 at the earliest as the parts come from Turkey (BEKO). I'm not after compensation although I have been told that I'm letting them off lightly I just want my kitchen back to how it should be.