B&Q vent

Gettingtherequickly

The company I work for has an account with B&Q. Yesterday I needed to place an order which could only be done through the bulk ordering system. Not a problem, processed the order, tried to make payment and then it all went wrong. Their systems crashed so someone was to call me back. No return call, so I rang back.

This time I was told that as I don't have a Tradepoint card in my name, I would need authorisation from one of the card holders, that was fine, all sorted, ordered, paid, then was told there was an issue with the card payment, not a problem, used my own card, paid and again their system flagged a problem, transpires both payments have gone through, but their system is in limbo, so won't marry up with the payment.

Rang again to check that the order & a payment had matched and the other payment would be refunded. No reply, so gave up for yesterday, as each call was taking at least 5 minutes before speaking to a human.

Rang this morning, explained yesterdays fiasco & was advised that card holder would need to give me authority and the payments made would be returned. Rang when he was in the office and after 15mins on hold, was cut off. Started process again and this time we were told that only the card holder could place the order! Placed the order and half way through entering the card details, their systems crashed again:mad: Meanwhile, delivery date is getting pushed back.

I don't have an issue with systems crashing, but so many times in this period we were trying to place the order is not great. However, their customer service training needs to be addressed, the staff themselves were fine, but the inconsistency on being told what we, as the customer, could do is beyond painful.

It is now off my chest!

bobwilson

If you think in 2018 that B&Q care about their customer service training then that's your problem right there. If they cared, the issues would have been fixed years ago.