B&Q online order failed

spadoosh

neilio wrote: »

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.

I didnt say you where i just suggested people can be unreasonable. Also mileage will vary with what people deem reasonable. I think the response you got was reasonable, you do not. Sounds like your vent is at the person who didnt apologise, as mentioned it wouldnt bother me as long as the problem was rectified. If they offered compensation as well i would think it was above and beyond their duty, therefore good customer service.

neilio

spadoosh wrote: »

I didnt say you where i just suggested people can be unreasonable. Also mileage will vary with what people deem reasonable. I think the response you got was reasonable, you do not. Sounds like your vent is at the person who didnt apologise, as mentioned it wouldnt bother me as long as the problem was rectified. If they offered compensation as well i would think it was above and beyond their duty, therefore good customer service.

I know you didn't, but I wanted to clarify anyway, for the avoidance of doubt. And it wasn't so much about the customer services operative not saying "sorry", it was the blas! attitude that a technical glitch means they have to cancel the order, refund me, and I'll have to order it again. End of story. That's what I had issue with, that B&Q is willing to leave it there and expect that this be an acceptable approach to dealing with an inconvenienced customer. There was no offer of trying to make it any easier on me, such as re-processing my payment method again for a new order, or explaining why that couldn't be done if it wasn't possible, for example. I had to drag that out of them.

The above is NOT good customer service and NOT going the extra mile. I could've ended it there and come onto this forum with the rant, which probably would've prompted someone on here to say that I should have asked for more if I expected more. As it happened, I did do that, yet in your opinion I am still in the wrong.

Looks like a no win situation for me, doesn't it.

spadoosh

neilio wrote: »

I know you didn't, but I wanted to clarify anyway, for the avoidance of doubt. And it wasn't so much about the customer services operative not saying "sorry", it was the blas! attitude that a technical glitch means they have to cancel the order, refund me, and I'll have to order it again. End of story. That's what I had issue with, that B&Q is willing to leave it there and expect that this be an acceptable approach to dealing with an inconvenienced customer. There was no offer of trying to make it any easier on me, such as re-processing my payment method again for a new order, or explaining why that couldn't be done if it wasn't possible, for example. I had to drag that out of them.

The above is NOT good customer service and NOT going the extra mile. I could've ended it there and come onto this forum with the rant, which probably would've prompted someone on here to say that I should have asked for more if I expected more. As it happened, I did do that, yet in your opinion I am still in the wrong.

Looks like a no win situation for me, doesn't it.

On the contrary it sounds like its a no win situation for B&Q and win situation for you. Youve been put in a position that is better than your position prior to your dealing with them (the compensation) they are out of pocket and are now getting the bad press for being so.

neilio

spadoosh wrote: »

On the contrary it sounds like its a no win situation for B&Q and win situation for you. Youve been put in a position that is better than your position prior to your dealing with them (the compensation) they are out of pocket and are now getting the bad press for being so.

I was referring to how the situation is perceived by people on these forums, not financial gain or loss. Yes, I have a £5 gift card from them, and a day's loss of income, so definitely a no win situation for me.