B&Q online order failed

neilio

Placed my first and last online order from B&Q on Sunday, before the 2pm cut-off to receive next-day delivery on Monday. I ordered a garden storage unit. I received the order confirmation email and text message, telling me I’d receive a text 90 minutes before delivery to confirm the time. I stayed home for the delivery.

By 5pm on Monday, nothing. I called them, and was coldly told that the order had a failed because of a ‘corruption’ on their system so it would be cancelled. They wouldn’t be able to reorder it because the ‘corruption’ would be retained by this particular order number, so the only option would be for them to refund me and I order it again. They didn’t apologise.

When I complained at how inappropriate it was to provide a “computer says no” explanation and not say sorry, the woman did that annoying, lazy thing that customer service people tend to do and drop the word “obviously” into everything she said. “Obviously” she was sorry, “obviously” they would compensate me, “obviously” they would try their best that this would not happen again. I balked that there is nothing “obvious” about any of that.

Thankfully I was able to buy the same item for £10 less at Costco. I will not order from B&Q again.

Oakdene

So something went wrong, the company offered to compensate you & you refused?

How horrible of the company!!

neilio

Read it again! I was annoyed at the throwaway remark about what went wrong without apologising or offering me anything, until I challenged that. And how do you know whether or not I refused the compensation? (I didn't, by the way)

This forum is called "Praise, Vent and Warnings"; I am venting, because of bad experience. There is nothing unreasonable about my reaction or sharing my experience here. Go and ridicule somewhere else, why don't you.

spadoosh

Why would you be insistent that someone who has nothing to do with the problems that occurred be sorry?

I always used to say sorry to people when i worked at B&Q, never actually meant it though. Their problems where never caused by me.

As for the computer says no response. Theres a very high chance thats the actual reality of the problem. I doubt the person would be hesitant about blaming someone who theyve never met if that was the case.

Your order failed, its not ideal but it does happen. They rectified the problem as soon as you highlighted it for them and have even offered compensation. That sounds above and beyond what i would expect for any company. They certainly didnt have to offer you anything and they dont even have to say sorry.

Youre welcome to vent but im seeing B&Q in a good light dealing with a problematic customer. From my experience some customers arent worth keeping. I remember dealing with a customer, big order, everyone pulled out the stops i didnt approve of his special treatment, he was like a birrrrd (ill only fly away, i dont know where my home is) cheap cheap. Caused problem after problem. Ending up costing much more in hours, petty complaints, demanding things. They eventually told him to do one if he accepted a generous compensation package.

neilio

They are the representative and face(voice?) of the company when dealing with customers. Of course they have a responsibility to apologise and be somewhat understanding of the inconvenience caused to a customer when something goes wrong. What customer service training did you have? Clearly the same as the other B&Q employee I spoke to on the phone. It must be typical for the whole company.

I didn't expect or ask for compensation. What I was surprised at was the offhand attitude.

Perhaps you could tell me when they would've realised something had gone wrong and contacted me about it, had I not called them first?

spadoosh

neilio wrote: »

They are the representative and face(voice?) of the company when dealing with customers. Of course they have a responsibility to apologise and be somewhat understanding of the inconvenience caused to a customer when something goes wrong. What customer service training did you have? Clearly the same as the other B&Q employee I spoke to on the phone. It must be typical for the whole company.

I didn't expect or ask for compensation. What I was surprised at was the offhand attitude.

Perhaps you could tell me when they would've realised something had gone wrong and contacted me about it, had I not called them first?

Dealing with thousands of orders every day theres every possibility they wouldnt have noticed. At least not until things where audited, not sure how it works with online orders but in store it would normally filter down with a couple of days at which point you start speaking to the customer. One person paid for an order and never collected it, came back 3 years later with no contact demanding from a new started that they get the order. The order was waiting in the warehouse but the new person wasnt aware.

My customer service is outstanding thank you. As for training, there wasnt that much regarding customer service. Never had one complaint (worked there 10 years and its not rare to be dealing with irate customers in B&Q who assume because its B&Q they can be irate over minor things) and during that time i even called a customer piece of the male anatomy to her face. Im guessing she realised she was unreasonable id spent 2 hours past my shift (which would be unpaid) dealing with her and she started shouting at me because i wouldn't give her discount.

If your dealing with failed orders and complaints every day i ve always found a speedy resolution is best. I could go on how sorry i was but it wouldnt change what happened. I would give a throwaway 'sorry that happened, right we have to do this that and t'other to solve your problem.' Most people seemed to satisfied with it as long as the problem was rectified. There was always the odd one who wanted the personal address of the CEO or would stand at the checkouts screaming. But youll get that when you deal with thousands upon thousands of people, some people are just odd.

neilio

spadoosh wrote: »

My customer service is outstanding thank you

It's annoying when people make assumptions, isn't it.

As I said, this was a vent and a rant. I had taken the day off work, and it was wasted. My rant is complete. And I certainly don't moan and whinge for the sake of it being a big company. Credit where it's due, but not where it isn't.

spadoosh

neilio wrote: »

It's annoying when people make assumptions, isn't it.

As I said, this was a vent and a rant. I had taken the day off work, and it was wasted. My rant is complete. And I certainly don't moan and whinge for the sake of it being a big company. Credit where it's due, but not where it isn't.

Not really, your ignorant of who i am, short of giving you a full on bio of me your likely to make assumptions.

I can see why having a day off waiting for a delivery is frustrating but its not an option you had to take. They have shops that stock stuff and a reserve and collect system. You can also use different delivery addresses so it goes to your place of work.

I dont take days off work for deliveries i make other arrangements as the chance of failed deliveries can be quite high.

agrinnall

Have you read the MSE failed delivery guide?

neilio

spadoosh wrote: »

Not really, your ignorant of who i am, short of giving you a full on bio of me your likely to make assumptions.

I can see why having a day off waiting for a delivery is frustrating but its not an option you had to take. They have shops that stock stuff and a reserve and collect system. You can also use different delivery addresses so it goes to your place of work.

I dont take days off work for deliveries I make other arrangements as the chance of failed deliveries can be quite high.

It works both ways. I'm certainly not of the unreasonable ilk you outlined in your comments either. And staying home was an option I had to take, because the outdoor storage item I ordered (which I mentioned in the OP) is too big to fit in my car, so going instore to purchase or click-and-collect was not an option. I am going away for the Easter weekend (Thursday to the following Tuesday) and I need the item quite urgently to store a new lawnmower and other gardening equipment which is currently sitting in my garden, uncovered and for the neighbourhood to see (the neighbours and general public from a nearby footpath) without the item. I'd rather them not be on show, and I have nowhere else to put them. I didn't want to have to explain the entire context, but thought it easier if I do in this instance.

Generally my success rate with online shopping is pretty high. If anything, the only things that do seem to fail, if ever, are small things that aren't urgent.

neilio

agrinnall wrote: »

Have you read the MSE failed delivery guide?

No I haven't, but I will. Thank you.