B&Q Customer Service

Bassman1960

I've read a thread maligning B&Q Customer services, unfortunately it degenerated into a comparison of different laminate floorings and the relevant DIY skills of the instigator of the post.

I have been through 7 weeks of sheer frustration with these people, and all so I could get a copy of my purchase receipt to return an faulty item to store. As a last resort I decided to email their CEO, even managed to find an email address of his PA. No surprise that the email was undeliverable. Has anyone else had cause to escalate a complaint to this level? Customer Services don't seem to be bothered with customer complaints, so I assume senior management take the same attitude.

VfM4meplse

I'm a bit surprised by your experience. I don't know if there is a company rep on this forum?

I'm not a frequent B&Q customer, but my interactions with them have been good experiences. Less so online, but telephone support to track items down is usually pretty good. The staff in my local store (Fossets Park, Southend) are noticeably customer-focused, regardless of where they are sited in the store. I really value good customer service and can spot poor business culture a mile off.

Curry's on the other hand...I can predict the demise of this chain.

agrinnall

I, on the other hand, am not in the slightest bit surprised. I had a long running dispute over B&Q's inability to install the laminate flooring that I had bought from them including an installation service - even once it got to their executive complaints team they were utterly hopeless and I ended up with a refund of the installation cost and I did the work myself.

Fosterdog

Bassman1960 wrote: »

I've read a thread maligning B&Q Customer services, unfortunately it degenerated into a comparison of different laminate floorings and the relevant DIY skills of the instigator of the post.

I have been through 7 weeks of sheer frustration with these people, and all so I could get a copy of my purchase receipt to return an faulty item to store. As a last resort I decided to email their CEO, even managed to find an email address of his PA. No surprise that the email was undeliverable. Has anyone else had cause to escalate a complaint to this level? Customer Services don't seem to be bothered with customer complaints, so I assume senior management take the same attitude.

As a company do they even have copies of receipts available to print? Very few shops retain a searchable database for purchases in a way that could link to an individual receipt, it is your responsibility as purchaser to retain your proof of purchase.

If you paid by card then simply showing your statement with the transaction should be enough as proof of purchase in the case of faulty items. If you paid by cash and lost the receipt then it's a case of tough luck, be more careful next time.