Disgusting service provided after there mistake

elsien

OP, what exactly is it you want B&Q to do, over what has already been offered?

Very specifically, what further action do you think they should take?

Johnnytwostep

Won't somebody think of the children, please

Poppie68

ThumbRemote wrote: »

How exactly would the description have alerted them, bearing in mind it was described as a plumbed fridge?

And not all items are on show in all stores.

Thanks forgot the op said it was a brochure error.

[Deleted User]

"Disgusting" service? I think not. Mistakes have been made and then rectified and no retailer that I know of will source a replacement item from elsewhere. OP can certainly ask the retailer to provide a fridge on loan for a period (they do sell mini fridges) if keeping Breast Milk etc is so essential.

Why do people make such a drama of minor inconveniences?

wishus

Oh no, I think OP is right. Good customer service is about more than admitting you were wrong.

So, there's a problem. A mistake in the brochure (+ lack of product knowledge from the seller) led to the customer being charged for a product that was not what he wanted, extra for fitting that wasn't possible, and as a result the customer confidently took measures to clear space and grab back some of his recent outlay by arranging to sell his fridge after the new one arrived. Although B&Q were not able to fulfill their contract with the customer, the customer has not felt that he was able to renege on the one with his buyer. Rock and a hard place... so the customer calls B&Q to sort it out.

I would advise a sales rep to first of all listen to the customer, and acknowledge how they are feeling about the situation - this can prevent the situation escalating, or the customer thinking any worse of the company. They must then acknowledge the problem, apologising as necessary. Then they need to solve the problem. If the company doesn't listen to the customer, the customer is bound to feel more frustrated. This will prevent the rep from being able to offer a solution effectively. Something has happened between the customer calling about the problem and now, as trust has broken down and the customer has not got a satisfactory resolution.

The best thing in this situation would be if they could expedite the refund, but I think it's a case of damage done to this customer's future dealings with them.

[Deleted User]

wishus wrote: »

The best thing in this situation would be if they could expedite the refund.

I can't see anything in the original post which suggests this hasn't happened already.

I also think that using emotive words like "disgusting" and "victimisation" tends to make people side with the retailer if neither is evident in what happened.

Clearly there was a catalogue of mistakes by the retailer. The first was that an apparent mistake in the brochure was not removed prior to publication and that the customer was then allowed to purchase on the basis of that mistake.

Then their delivery service loaded a vehicle with products which were too heavy and bulky. Probably a mistake for the driver to admit this was the case to the customer rather than simply say the products would arrive separately.

After this, though, I can't see where the retailer has acted "disgustingly" or in any way "victimised" the customer. The rep cannot offer a plumbed refrigerator if his company do not sell one and I'm absolutely certain that if the OP sources one herself any added cost of fitting etc will be borne by the first company.

Far from not listening, I think the rep will have fully appreciated the customer's frustration because he will have been frustrated himself in trying to give the customer what she wants.

I still think the drama is unnecessary.

It's a compensation culture.

AJXX

wishus wrote: »

Oh no, I think OP is right. Good customer service is about more than admitting you were wrong.

I would advise a sales rep to first of all listen to the customer, and acknowledge how they are feeling about the situation - this can prevent the situation escalating, or the customer thinking any worse of the company. They must then acknowledge the problem, apologising as necessary. Then they need to solve the problem. If the company doesn't listen to the customer, the customer is bound to feel more frustrated. This will prevent the rep from being able to offer a solution effectively. Something has happened between the customer calling about the problem and now, as trust has broken down and the customer has not got a satisfactory resolution.

Who's to say B&Q haven't done the above? which by the way sounds like it has been plucked from some crappy customer service manual.

Obliviously the customer will be frustrated by mistakes but as far as I can tell B&Q have done everything they can to put this right - so exactly how far should B&Q go to correct a error/mistake? Bearing in mind we've likely only heard half the story, and it would seem that the complaint is still being dealt with by B&Q who may already be considering offering the customer a gesture of goodwill.

Unfortunately like most complaints on here we get fed very basic details about the situation in favour of over hyped guff and dramatised emotions such as "victimised" - most of the time because the "customer" is looking to suck as much £££ out of the business as possible.

As Moneyineptitude stated, it's a compensation culture - everyone seems to think they're entitle to ride the compo train due to minor mistakes.

The best thing in this situation would be if they could expedite the refund, but I think it's a case of damage done to this customer's future dealings with them.

A refund (I assume for the fitting) has already been issued, the usual delays in this reaching the customer is usually caused by the bank which B&Q will have no ability to speed up.