Empty box... From B&M

AJXX

dippy3103 wrote: »

This is their reply:-
" This would have to be discussed with the store itself as we do not deal with finances or stock here at Head Office.

Regards,

Customer services."

That's the sum total of it. I think a suggestion to maybe take it to a more local store or even that they would post me a replacement would be more helpful than that.

But you emailed their head office, which is just that; an office. They've clearly said they don't deal with stock or finances therefore not sure why you would still be under the impression they can post you a replacement.

Don't get me wrong I see where you're coming from, but their reply clearly states it would have to be dealt with via store.

It's obviously not fantastic customer service, but then again we're talking about B&M Bargains here not Harrods.

As far as I can tell they're doing nothing wrong by asking you to go to a store (your local store will probably suffice) - it's obviously up to you whether or not it's worth it - but there is certainly no requirement or rights that I can think of that would require them to send you a replacement in the post when you purchased from a physical store to begin with.

Poppie68

dippy3103 wrote: »

Because I thought if I emailed straight away I'd have an email from customer services suggesting I go to a local branch to sort it out and then I would have an email from customer services saying that they will help me locally. Saves time.

I read it as I have to return to the branch- my nearest B&M is still 15 miles away. Not their problem I know. Clearly they don't even think my missing product is their concern,


Think it was the total indifference that got me.

As long as you have a receipt then you can go back to any branch without needing to contact HO before hand.
A product missing from a box is best dealt with in store as HO instructed, I don't think they are showing 'indifference' just sign posting you.

dippy3103

They are insisting it has to be the original store. Going to ring the store manager.

Poppie68

dippy3103 wrote: »

They are insisting it has to be the original store. Going to ring the store manager.

Who's insisting?
Just take it back to your local one I would be very surprised if they turn you away.

dippy3103

I rang the manager of the branch I bought it from. As I offered to scan and email a copy of the receipt he has agreed to issue me with a credit note for the value and post it to me. Nice chap. Beats me why customer service could not do the same thing- after all IF this were a scam I could be just as easily fibbing to the branch as opposed to head office.

bod1467

Poppie68 wrote: »

Who's insisting?
Just take it back to your local one I would be very surprised if they turn you away.

I wouldn't ... it is B&M after all, a company not renowned for good customer service.

societys_child

dippy3103 wrote: »

I rang the manager of the branch I bought it from. As I offered to scan and email a copy of the receipt he has agreed to issue me with a credit note for the value and post it to me. Nice chap. Beats me why customer service could not do the same thing- after all IF this were a scam I could be just as easily fibbing to the branch as opposed to head office.

There you go, the nice chap sorted it out for you. No drama.
Suppose the clue is in his title, Manager, he manages his store, it's his job, and obviously not the job of someone at head office. They wouldn't need managers if it was.