B&Q total lack of customer care

cardiff_dave

How can a company the size of B&Q possibly get away with taking thousands and thousands of pounds from customer and then not deliver and totally ignore you, I am not alone in being owed nearly 2 thousand pounds for kitchen units,delivery day came and went with not even a text to say sorry we cant deliver,they totally ignore emails,phone calls and messenger messages.
I went to the reopened Cardiff store to get a refund only to find that the refund desk is closed,how can they keep taking money and not come up with the goods....I just feel sorry for the poor staff on the front line that will have to try and sort this.

Aylesbury_Duck

Perhaps because there's an international crisis in full swing?

JJ_Egan

Are you sure of that . Judged some by posts on here its probably fake news .

waamo

It would be interesting to see them deliver a kitchen and leave it on the doorstep like Amazon and the like are doing. I somehow suspect it would result in a complaint that the delivery was wanted at a later date when less restrictive practices were allowed.

cardiff_dave

I dont think its unreasonable for them to either deliver it as they are at the moment doing deliveries from store or just an email or a text, b&q have virtually shut themselves in lockdown regarding being able to contact them,they are giving other people delivery dates in 2021!!!!!.
I don't think giving a refund is unreasonable and virtual refusal to give one rings alarm bells with me.

waamo

Have you tried ringing their refunds line or emailing them? You haven't said. Their website gives both these options 

You can ring and email from home. Which is where you are meant to be. 

cymruchris

cardiff_dave said:

I dont think its unreasonable for them to either deliver it as they are at the moment doing deliveries from store or just an email or a text, b&q have virtually shut themselves in lockdown regarding being able to contact them,they are giving other people delivery dates in 2021!!!!!.
I don't think giving a refund is unreasonable and virtual refusal to give one rings alarm bells with me.

As others have mentioned - there's a bit of a global crisis going on at the moment - and nobody has refused your refund yet - they just haven't had the opportunity to examine your request.

Deliveries from store are not the same as deliveries of kitchens. Your kitchen will come from a warehouse or distribution centre - not the local branches Ford Transit van.

B&Q like many retailers have shops all over the place, and then a central (or several) central support offices. Due to the lack of opportunity for social distancing - they would have closed down on government advice, and initially wouldn't have had the systems in place to operate from home. Step by step they are working to restoring normality - and although your kitchen is important - it's not as important as the survival of the company, which is where they'll be focused right now.

Yes they've opened the Cardiff branch for sales - and a handful of others - and I'm sure behind the scenes they are frantically trying to get the business back to some degree of normality.

They will get to your refund request eventually, and I'm sure they'll give it due care and attention - but surely you still want a kitchen otherwise you wouldn't have ordered one? And no other supplier is going to get one to you any quicker, as they are all going through similar processes.. Why not be patient - cut them a bit of slack - and let them deliver it as soon as they can. The world is not the same as it was a few months ago - you can jump up and down screaming blue murder to get your money back  if you want to - as that's definitely your right to do so - but is it appropriate in the current climate? Your money is safe I'm sure - as is your kitchen. It'll all come together with a bit of realisation that you just need a bit of extra patience in these trying times.

[Deleted User]

Thank you @cymruchris

Sums it up. 

johnnyhawthorn

Ordered on line on the 12th April at the time the B&Q web was chaos but the on line order they switched back and forth from B&Qs 35 miles from home to 15 miles from ; after actually been contacted late April by phone and text  "do you want to cancel the order?" I said yes and confirmed via 2-3 REPEAT message to C.S.message system . All seemed well until I got my C.C. statement on the 15th May which showed B&Q had charged the order amount of £50 on the 12th April - but no goods and well back cancelled - so they had held on to my monies by this week over 38 days - I sent emails and messages via the web C.S. but no reaction and indeed no monies - yesterday decided to grab the bull (!!!!!!) by the horns so emailed direct to the CEO (his email is on Google) name Graham Bell (not the inventor of the telephone!) ; with in 10 minutes of the email for the first time a third person rang me from C.S. apologised and said she had authorised minutes ago a refund and it would appear in my C.C in up to 3 days hence. The follow up was half an hour later I got a remittance refund advice by email - 3 years ago I had a disastrous money missing incident with RBS who had an incorrectly scanned in the wrong cheque amount circa Christmas Eve £1000 was missing off our A/C balance - after little tangible redress by 2 local branches who didn't want to blame the main RBS central scanning and clearance bureau I emailed and rang the RBS CEO - £1000 FIGURE was correctly added and 2-3 weeks later we had compensation of £350 …. my rule is if you are getting nowhere and being fobbed off GO TO THE TOP!! … CEOs are paid big money and some have big egos 

Aylesbury_Duck

What on earth was all that about?!