Contacting B&Q?

Exterminator

Anyone know how to make contact with B&Q at the moment? 
I got an email a few days ago telling me delivery of my kitchen units was cancelled and they have no idea when it might be rescheduled. I've tried every email address I can find (including the CEO) and can't even get an acknowledgement that it's been received, all phone numbers take you through the automated 'press 1, press 2' system and then hang up and the online 'contact us' page comes up as 'forbidden' when I click submit.
I know we're living in strange times and they may be short staffed but to completely block all contact? Surely web based and email customer service are perfect for home working, it really does feel like they're hiding having taken £2500 and backed out of the delivery.

Apologies if this is in the wrong place but it does have DIY in the category name and I didn't know where else to post it

DevilDamo

Are you on any social media platforms, Facebook or Twitter? Those can be good places to have some questions answered...

https://m.facebook.com/bandq/

https://twitter.com/bandq_help

Exterminator

Unfortunately not, I've tried to avoid them like the plague. I'm sure you're right but signing up to them would make me feel like a fifth columnist or suchlike 😉

DevilDamo

I’m afraid you’re going to have stick with the more traditional methods then 😄

SameOldRoundabout

We are having the same issue. Placed an online order for floor joists, supposed to be available for collection within 24 hours. They were quick enough to take the money but 5 days on no sign of the order being sorted! We’ve had to buy from somewhere else now, what with them being essential therefore needed fast, and I can find no way of contacting them to ask for my money back! Poor form. Times are hard but to block all forms of contact is a bit much while they’re still taking money. 

[Deleted User]

55% of their workforce has been furloughed...

searchlight123

SameOldRoundabout said:

We are having the same issue. Placed an online order for floor joists, supposed to be available for collection within 24 hours. They were quick enough to take the money but 5 days on no sign of the order being sorted! We’ve had to buy from somewhere else now, what with them being essential therefore needed fast, and I can find no way of contacting them to ask for my money back! Poor form. Times are hard but to block all forms of contact is a bit much while they’re still taking money. 

hopefully you paid by credit card and the total amount was in excess of £100, in which case you can request your money back thru the cc company as having paid for goods that you have not received is covered by them alongside B&Q. You will be requesting a section 75 claim, info in below link:
https://www.which.co.uk/consumer-rights/advice/can-i-claim-on-my-credit-card-when-something-goes-wrong

grumbler

tonygold said:

hopefully you paid by credit card and the total amount was in excess of £100, in which case you can request your money back thru the cc company as having paid for goods that you have not received is covered by them alongside B&Q. You will be requesting a section 75 claim, info in below link:
https://www.which.co.uk/consumer-rights/advice/can-i-claim-on-my-credit-card-when-something-goes-wrong

Chargeback works equally well for both credit and debit cards and for smaller amounts.
https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/

Exterminator

How long does charge back take? Could I get an alternative in time?
My issue is that I spent several days getting nowhere and/or being ignored while trying to verify my delivery on the 20th April, in the end I had to take advice from the B&Q website which said ( and still does) that home delivery is carrying on as usual. On the strength of this I placed £3500 pounds worth of orders for appliances, worktops etc all to be delivered the same week. One day later I received the email below. So now I have lots of valuable goods turning up that I can't use and have nowhere to store.
Since I paid £2500 for my kitchen units 5-6 weeks ago and was told they were in stock apart from a few doors. why can't B&Q deliver them or at least communicate with me to explain the problem? I'm even willing to collect and will gladly wait a little longer for the doors if that's the problem.
It feels like they've taken the money and ran!

Dear B&Q Customer   Important information about your kitchen order due for delivery week commencing 20th April.   We’re living in unprecedented times.  For us all, the challenge of dealing with Covid-19 means that we’re facing unexpected situations.   B&Q has made many changes in the last few days to ensure we continue to serve our customers in the best way that we can. This has meant adapting to some products being unavailable from our suppliers across the globe and also reviewing our supply chain to protect our colleagues.   We’re very sorry to have to let you know that your kitchen delivery will not be made on the scheduled date and at this time, we’re unable to confirm a new delivery date.   In view of this, please do not remove your existing kitchen until we have confirmed a new delivery date.   We understand that this will be a disappointment for you and we apologise for the inconvenience caused and ask for your understanding in the current situation. We will make sure that we keep in contact with you to keep you updated about when we are able to make your delivery and apologise for the inconvenience this is going to cause you.   The B&Q Team

As SameOldRoundabout said 'Poor Form'

[Deleted User]

The government have told B&Q to continue trading as an "essential retailer". However, they continue on only a limited basis with only about 7000 lines available for purchase. 

On Tuesday,  they  furloughed 55% of their staff due to the huge down turn in sales. 

They are asking that you understand that they cannot currently fulfil your order  at the moment  and so wait for the crisis to abate. Is this poor customer service? 

If you must have an immediate refund, then I suggest contacting your local store (8am-5pm). 

Expect a long wait on the 'phone and to be asked again to be patient and wait  for the lockdown to be lifted. 

You do realise that every other such retailer will be in much the same boat? 

So I don't recommend the Chargeback route at the moment

Exterminator

"They are asking that you understand that they cannot currently fulfil your order  at the moment  and so wait for the crisis to abate. Is this poor customer service? "

No, poor customer service is to deliberately close down all means of customer interaction. Perhaps a few less than 55% furlough would allow someone to have the time to explain why they can't deliver something which was bought well before the current restrictions if home delivery is continuing as their website claims. Poor customer service is deliberately ignoring emails, webchat and phone calls for several days before I felt compelled to order the rest of my kitchen on the strength of website delivery info.
A great many companies have  managed to arrange home working for staff that can operate online and on the phone, clearly this is beyond the wit of B&Q