B&Q appalling customer service

loftykins

Acpike123 wrote: »

I also need to apologie for my stupid comment made to loftikins, please accept my sincere apologies. I am sorry

You dont need to apologise to me, I was not upset or offended and just took your comment as an off the cuff remark. No harm done.

At least they have offered you a refund, I think your lucky to have been offered it.

I have fitted a few laminate floors over the last few years and I made the same mistake you appear to have the first time I tried.

If you decide to buy more laminate in the future watch some youtube videos of how its done, its more of a technique than a skill.
Another thing I learned was to check the tongues of the board were intact before trying to lay them. Even the smallest bit of loose tongue will get lodged in the groove and make butting them together near on impossible.

[Deleted User]

Acpike123 wrote: »

I feel they only offered a refund as I have made such a fuss on social media,

As I said earlier, they would only offer to refund you to be rid of you as a problem.

They don't admit poor customer service because they actually did nothing wrong.

You attempted DIY, completely failed at it, and then expected the retailer to pick up the tab for your fundamental errors.

Well done. You got what you wanted. Others pay the price for your errors.

Acpike123

Yes they did do something wrong. They didn't tell me to leave the floor in place. They dragged out and delayed the whole process. They tried to close my complaint at every single opportunity. How is that not wrong? There are countless other examples on this and other review sites where they have got it wrong. I do not understand how you can defend a company that clearly has issues with their approach to customer service??

marliepanda

Acpike123 wrote: »

Yes they did do something wrong. They didn't tell me to leave the floor in place. They dragged out and delayed the whole process. They tried to close my complaint at every single opportunity. How is that not wrong? There are countless other examples on this and other review sites where they have got it wrong. I do not understand how you can defend a company that clearly has issues with their approach to customer service??

Because you ballsed up the fitting. You messed up. That's why they closed your complaint as it wasn't valid.

Putting stupid hashtags on Facebook over and over and over makes you look like a fool.

Mr.Generous

I suppose what op wanted was this. He phones to report a problem. Without seeing whether the product is at fault or the fitting poor the supplier agrees to replace the faulty product, pay labour for someone to fit new, pay compensation to poor distressed householder and have the local store manager whipped for supplying such poor merchandise.

They just ask for a few pictures for the hell of it, because they have already agreed to everything on the strength of a phone call.

Lets face it, nobody would ever take advantage of a company like that. The prices would be reasonable, they would be able to offer this kind of service free because they would have charity collections for unhappy customers and the staff, suppliers, shareholders and other customers to the business would throw money into the buckets with a cheerful smile.

And if a customer did make a mistake they would own up and not expect anyone else to subsidise their error.

[Deleted User]

Acpike123 wrote: »

I do not understand how you can defend a company that clearly has issues with their approach to customer service??

I'm not defending the retailer, I'm criticising your actions. You failed to fit the laminate correctly, damaging it in the process. You then expected the retailer to replace and (presumably) pay the cost of getting it fitted professionally. If I were cynical, I might suspect that you then deliberately ripped up the laminate so there was no evidence of your fitting errors.

Regardless, you then make part of your "complaint" that the retailer failed to tell you not to lift the laminate, something which should have been utterly obvious to you as it was the basis of your alleged concern.

Basically, you messed up and then made such a fuss that the retailer decided it was easier to refund you rather than argue any further.

Now you are saying their customer service is still lacking because you wanted "compensation" in addition to a refund.

I despair of such attitudes, I really do.

Acpike123

I do not think that understand what I am trying to say?? And I do not understand why you are being so cynical?? You have made a series of incorrect assumptions. I can assure you I would rather have a functioning floor in place, rather than going through 6 weeks of sheer hell

B&Q customer service system does not work, it is fundamentally flawed and it's based on meeting their needs and not that of the customers. I hope that you never have the misfortune of having to use it!

[Deleted User]

Acpike123 wrote: »

B&Q customer service system does not work, it is fundamentally flawed and it's based on meeting their needs and not that of the customers.

You made a complaint which was not valid.

They rejected your complaint and you basically used social media to extract a refund you were not entitled to.

In the face of an overwhelming negative response on this thread you continue to blame the retailer for your own mistakes.

None of these are "assumptions", but facts as you've presented them here and on your Facebook page.

I think this thread has run it's course now...

Acpike123

How on earth as an armchair critic can you make such judgements?

You have totally disregarded overwhelming evidence from numerous other customers who have suffered as a result of a poor customer service experience from B&Q.

I thought and hoped this forum was set up to allow people to share their experiences and to inform other consumers, so that they can make informed decisions.

In turns out that I was sadly very wrong !

mije1983

Acpike123 wrote: »

I thought and hoped this forum was set up to allow people to share their experiences and to inform other consumers, so that they can make informed decisions.

It is a forum to help people with their consumer rights. That's legal rights not consumer 'wants'. There is a big difference! Good customer service is not a legal requirement for any company.

If your intention was just to share your experience then the Praise, Vent & Warnings forum would have been a more appropriate place to put this.

Also, the very nature of forums is that not everyone will agree with you. If you just want people to agree with you then talk to your friends. If you want a wide range of differing opinions then post on a forum.

To add, what you actually got in the end WAS good customer service. They were under no obligation to do anything for you until you had proven that the fault was with the product and not with the installation of it.