B&Q CEO / Executive complaints email

[Deleted User]

AndyMc..... wrote: »

Parcel Force round my way take it to the local Post Office when I'm not in.

You must have requested that "service" though. I also suspect the OP won't be able to get to the Post Office if he is working during opening hours.

A refund or re-scheduling of his delivery to a time which suits would seem to be the likely outcome.

(I doubt the CEO will be delivering it out in his car!)

smk06

Moneyineptitude wrote: »

None of that is in question. The point is that this a trivial delivery scheduling problem which will be just as quickly sorted out if you simply contact the relevant customer service department. You don't need to contact the CEO (who will never read your complaint in any case).

As I said, sledgehammer.

I wouldn't expect a CEO to read the complaint (although one once did briefly reply to an email I sent which I thought was a nice touch), but most companies pass complaints to an Executive customer service team that resolve issues quickly. Standard customer service teams, I have found, often take a long time to respond/get through to. I suppose I'll find out if this includes B&Q this week!

[Deleted User]

smk06 wrote: »

Standard customer service teams, I have found, often take a long time to respond/get through to.

Why don't you just call them? The call centres are open weekends..

Les79

smk06 wrote: »

I wouldn't expect a CEO to read the complaint (although one once did briefly reply to an email I sent which I thought was a nice touch), but most companies pass complaints to an Executive customer service team that resolve issues quickly. Standard customer service teams, I have found, often take a long time to respond/get through to. I suppose I'll find out if this includes B&Q this week!

Well, I worked for a call center and customers occasionally went straight to the CEO. Our company was good so the CEO passed the complaint over with an urgency tag. Make no mistake, though, it merely went to a trustworthy minimum wage customer service employee. The same person you *could have* spoken to had you rung up their call center directly (but less so if they get pulled off the main lines to answer an email from someone like you!).

Though I appreciate your points... Contacting the call centre can be a bit of a pot luck at times. Contacting the CEO is more of a calculated risk to try and influence the time taken/compensation received (you haven't mentioned it but I suspect that you are gunning for it?).

Fosterdog

Moneyineptitude wrote: »

You must have requested that "service" though. I also suspect the OP won't be able to get to the Post Office if he is working during opening hours.

A refund or re-scheduling of his delivery to a time which suits would seem to be the likely outcome.

(I doubt the CEO will be delivering it out in his car!)

Actually the parcelforce dropping off at post offices is not a service you have to request, it's just something they do it and with 90% of all post offices now being in local shops they are usually open for collections from around 7am to 8-11pm and weekends (obviously each shop has their own opening hours and collection hours may vary but it is much more convenient for most people than waiting in for a delivery.

smk06

Les79 wrote: »

Well, I worked for a call center and customers occasionally went straight to the CEO. Our company was good so the CEO passed the complaint over with an urgency tag. Make no mistake, though, it merely went to a trustworthy minimum wage customer service employee. The same person you *could have* spoken to had you rung up their call center directly (but less so if they get pulled off the main lines to answer an email from someone like you!).

Though I appreciate your points... Contacting the call centre can be a bit of a pot luck at times. Contacting the CEO is more of a calculated risk to try and influence the time taken/compensation received (you haven't mentioned it but I suspect that you are gunning for it?).

Not looking for compensation/GOGW providing I can arrange delivery or collection of the item within a reasonable time frame. Parcelforce depot is a fair drive from me so would be easier if I can pick up from a local B&Q - however, I had arranged a Saturday delivery on a specific date to save the hassle of doing just that!

Les79

smk06 wrote: »

Not looking for compensation/GOGW providing I can arrange delivery or collection of the item within a reasonable time frame. Parcelforce depot is a fair drive from me so would be easier if I can pick up from a local B&Q - however, I had arranged a Saturday delivery on a specific date to save the hassle of doing just that!

In that case you are best contacting their general customer service line, as even the worst customer service agent can arrange that for you...

[Deleted User]

Les79 wrote: »

In that case you are best contacting their general customer service line, as even the worst customer service agent can arrange that for you...

Exactly my point from the beginning.

Only someone with a very serious complaint that has already been mishandled should even be considering approaching the CEO of a company.
The complaint the OP has is just a regular occurrence which any customer service agent can quickly and efficiently deal with.

[Deleted User]

Fosterdog wrote: »

Actually the parcelforce dropping off at post offices is not a service you have to request, it's just something they do

No Post Offices where I live are open after 5:30 pm Monday-Friday or Saturday after 1pm.

Must be a local "service" to a select few.

Amazon, of course, offer "lockers" available to collect from 24/7.