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B&Q poor attitude
pinkshoes
Posts: 20,595 Forumite
I bought a clip on lamp just over a year ago from B&Q for a whole £7.95. It replaced an old cheap one that lasted 20 years.
After about 7 months the clip started to crack (it was only clipped to a thin piece of wood, so not stressed), then the other day it snapped completely. Clearly not fit for purpose.
I asked for a replacement today, where a very rude and abrupt manager said (quite rightfully) that after 6 months it is up to prove that it was inherently faulty, and refused to do anything.
On the basis it is clearly faulty (plenty of online reviews saying others have snapped), and for the sake of less than £8 and keeping a long standing customer happy, I was very surprised at her rudeness and refusal to help. Even DH was taken aback by her stroppy attitude.
Her rudeness just cost the store around £400 in garden items that I was about to purchase after I had sorted the lamp problem out.
B&Q, you perhaps need to re-think your customer service, rather than enforcing petty rules.
After about 7 months the clip started to crack (it was only clipped to a thin piece of wood, so not stressed), then the other day it snapped completely. Clearly not fit for purpose.
I asked for a replacement today, where a very rude and abrupt manager said (quite rightfully) that after 6 months it is up to prove that it was inherently faulty, and refused to do anything.
On the basis it is clearly faulty (plenty of online reviews saying others have snapped), and for the sake of less than £8 and keeping a long standing customer happy, I was very surprised at her rudeness and refusal to help. Even DH was taken aback by her stroppy attitude.
Her rudeness just cost the store around £400 in garden items that I was about to purchase after I had sorted the lamp problem out.
B&Q, you perhaps need to re-think your customer service, rather than enforcing petty rules.
Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
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Comments
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A few points for you to consider.
1. Its B&Q - what did you expect - its hardly a 5 star customer service, and anyone that expects such is a little naive
2. If there are so many reviews that said it breaks easy then why buy? Do your research before buying.
3. Maybe you should have just taken it back after 7 months rather than wait for it to eventually break.0 -
I think these days so many companies big and small have a very bad idea when it comes to customers in general, instead of looking to possible future sales they only look for today and then wonder why it is that profits fall away.
During my working life I had a number of jobs that put me face to face with the general public selling items and was happy to advise people not to buy some items from us due to the price being cheaper elsewhere. Although the companies I worked for did not get a sale at that time many of those people returned later and spent far more with us stating it was nice to find honest staff that tried to help them out.
Perhaps IMO it would be far better to return to those times where a bit of understanding not only make good business sense but also long term keeps everyone happy.0 -
tom15387202 wrote: »A few points for you to consider.
1. Its B&Q - what did you expect - its hardly a 5 star customer service, and anyone that expects such is a little naive
2. If there are so many reviews that said it breaks easy then why buy? Do your research before buying.
3. Maybe you should have just taken it back after 7 months rather than wait for it to eventually break.
1. Since the recession, stores with good customer service have done well. It may not be Harrods, but I do expect staff to be polite.
2. There were no reviews when I bought it. The reviews saying they have broken are more recent.
3. Maybe I should have, but having moved house twice and lost two pregnancies in the last 8 months, things have been a little hectic, so it slipped my mind.
As London says, they need to think about future purchases, rather than following pedantic rules.
I returned a lamp that was blatantly faulty. It was not like I was returning something expensive that I could have broken!Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Did you have proof of purchase ? where I work as long as we could find your original sale and it was within 12 months we would have swapped it.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0
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Did you have proof of purchase ? where I work as long as we could find your original sale and it was within 12 months we would have swapped it.
I had the receipt, but as it was just over 12 months, they were not interested unfortunately.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
£7.95? Over a year old? I think I would have spent the £400 THEN asked for a replacement lamp. They'd probably have given it to you willingly.0
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£7.95? Over a year old? I think I would have spent the £400 THEN asked for a replacement lamp. They'd probably have given it to you willingly.
Lol probably, but I am glad I hadn't already spent lots of money in there given they clearly don't seem to value customers!Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Sorry I miss read your 1st post ,I thought you had only had it 7 months . I doubt anywhere would have changed it if it was after 12 months.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0
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So you paid £7.95 for a lamp which broke after 7 months and you requested a refund after a year? I can't believe you expected a refund, to be honest. If they did give you one, fair play, but it would obviously be as a goodwill gesture only.0
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I was at B+Q yesterday, and asked for assistance - I was told to 'do it yourself'...."You were only supposed to blow the bl**dy doors off!!"0
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