My letter to B&Q

viktory

If I could be bothered I could make that into a excellent letter of complaint. It would be succinct, factual, polite and would, most importantly, outline what action I would like B&Q to take. That letter will go straight into the bin (once the staff have passed it around for a good laugh!)

Pollycat

I agree with viktory and iktim29.

I think the OP's letter was more of a vent than a constructive complaint, which is a pity really - and a total waste of the OP's time.

I too think it's probably in the bin already.

Polly

Timmne

Enough about better letter writing.

I'm all for letters written as the person would say it, not full of words like "yourselves", "therefore" and "forthwith" thinking that the extra words add a bit of strength to the letter!

If I were in CS I would be grateful that somebody told it as they saw it rather than spending two days coming up with a 1950s style solicitor's letter that bores the pants off the reader.

Well done OP!

Timmne

And just to echo other posters' points, why is it so accepted in society that short staffing, minimum wage and being (apparently) "overworked" should be excuses for a member of staff not putting 100% into their job?

I miss the USA - my many trips there in the past prove that if you're proud of what you do in a job and treat everyone as you would like to be treated yourself, the customer will always be happy....

Pollycat

Timmne

I'm all for letters written as the person would say it, not full of words like "yourselves", "therefore" and "forthwith" thinking that the extra words add a bit of strength to the letter!

I think you've missed the point that viktory, uktim29, frivolous_fay and myself have been making.

We're not suggesting that letters of complaint should be worded like a letter from a solicitor in the 1950's.

What we ARE saying is that letters of complaint, assuming that the complainant actually expects something to happen as result of that complaint, should be - to quote viktory:

succinct, factual, polite and would, most importantly, outline what action I would like B&Q to take.

THIS is what adds strength to a letter of complaint.

It should NOT contain sarcasm, and NOT tell the shop, organisation or institution:

No need to reply

I actually empathise with the OP, as I think they did experience poor customer service, but the letter to B&Q outlining this is basically a waste of time if the OP wishes any notice to be taken.

Polly

Timmne

Absolutely - but I don't see the problem with saying "no need to reply" - the vent will be read by someone (depending on who it's sent to of course) and it will be taken note of, however small...

I think the OP's letter was a vent, not exactly a complaint letter - so saying it needs to be worded differently is absolutely correct if you want to change the aim of the letter, but incorrect if it's meant to be a vent.

Sometimes it's nice just to have a no strings attached moan at the company... I actually think in this case it's a good way to operate as there's nothing really that B&Q could say to the OP to make him/her feel better - the only thing that could be offered is some sort of compensation which I'm sure most rational people will agree is both pointless and desperate!

I know sometimes when I complain, their reply ends up making me feel worse and more angry - if they'd have not bothered replying I'd at least have been able to try and forget about it!

uktim29

How does the op know it was £1 at another store if they couldn't find it at B & Q?

chipmunk wrote: »

Why should you need an "incentive" to be helpful? That's their job - "shop assistant" - there to assist - regardless of how much they are paid .

Too many people nowadays think all they have to do to earn their wage is turn up for work.

But here it's not a case of someone being unhelpful, they simply just don't sell the 2.5L. I know the op says he was confused but some people aren't very good at communicating leading to others to be confused, from reading the op's letter I can see how someone listening to the op could end up confused.

golddustmedia

dmg24 wrote: »

Please tell me you didn't really send that?

Not only did I send it but I got a phone call last night from the store manager who apologised and discussed it with me.

Among my suggestions I said he should stop at the branch of Focus 1/2 mile up the road to see how they do it. Prices clearly on display with the dulux range and all mixed in appropriate sizes for the same price as them.

Yes it was a slightly sarcastic letter, but I didn't actually want or expect any reply, just wanted them to know what a farce it had been.

golddustmedia

The point of the letter was that I don't want a formal reply or letter of apology etc, I simply want the right people to realise that there is a problem in that store and ignoring it is costing them money.

I think very formal letters don't fix the problem as people are focused on making the customer happy again and then ignore the original fault.

As above the letter ended up at head office and then the store manager was in touch to apologise. I had a 20 min chat with him about it all mainly expressing that if a customer cannot buy 1 tin of paint in a 1 hour lunchbreak then they've really got something wrong.


When asked "what could he do to get me to come back to B&Q and repair the damage?" (Obviously sounding out the offer of vouchers etc), I replied I wasn't after personal gain from the complaint, the best thing he could do would be to improve how that department is run.


Thanks for all the positive comments you've left.
As for the negative ones about "letter writing skills" this was never a formal letter, but a feedback through their website intended as a "customer point of view". It obviously DID provoke a response and I'm happy with the outcome.

Incidentally for all paint shoppers out there: Focus & Homebase; same prices better service!

golddustmedia

uktim29 wrote: »

Your not very good at writing complaint letters.

Last month I got a £600 apology from Burtons menswear over a £300 suit hire bill. I'd say that was a decent complaint letter. The above "vent" to B&Q was never meant to be a formal complaint letter, just a point of view.