B&Q Kitchen

T30nyo

Morning
I purchased a kitchen from B&Q in march delivery date was agreed as 29th April, I have recieved an email saying it wont be delivered on this date and they cant tell me when it will, the old kitchen is already removed due to alterations we have had done , ive checked the order online and it has a delivery date of 6th January 2021,  Ive tried every way to get in touch with them phone(recorded mesaage then disconnects) email via web site (the send button is disabbled), store manager.(. Just not interested just keeps saying keep checking web site) social media message (no responce), ive run out of ideas any advise would be much appreciated
Regards Tony

Aylesbury_Duck

Not much you can do other than wait.  B&Q have started re-opening stores so it's possible that queries will start to get looked at.

You could down the letter before action route to cancel the order and get your money back but presumably you still need a kitchen and I can't see any other supplier fitting one in a hurry.

[Deleted User]

T30nyo said:I purchased a kitchen from B&Q in march delivery date was agreed as 29th April, I have recieved an email saying it wont be delivered on this date and they cant tell me when it will, the old kitchen is already removed due to alterations we have had done , ive checked the order online and it has a delivery date of 6th January 2021, 

The problem is that the supply chain has completely ground to a halt with regard Kitchen furniture, especially because much of it originates  from.....Italy. 

The physical stores are now (slowly) re-opening on a limited basis, but they are only selling takeaway kitchen furniture as stocked on the shelf and haven't taken any new kitchen orders since mid-March.

So, while I sympathise with the OP's predicament, these are not ordinary times and (while I'm certain a refund could be arranged) it's difficult to imagine any other such retailer will be in a position to supply in full at the moment either. 

I also sincerely doubt the January 2021 delivery date is accurate and it will be updated as and when the lockdown is lifted...

cardiff_dave

In the same boat as you,kitchen ordered and paid for delivery date came and went with no messages and no kitchen.
In all honesty I wasnt expecting a delivery but to just be ignored totally with no answers to emails and phone calls is disgusting.
I did get in the queue at the newly reopened cardiff branch yesterday to get halfway down the queue to see a sign that said "refunds desk closed" ,how can they take your money and not deliver the goods and not refund ???.
There are literally hundreds of people who are owed money just have a read of the b&q facebook page.

[Deleted User]

cardiff_dave said:

In all honesty I wasnt expecting a delivery but to just be ignored totally with no answers to emails and phone calls is disgusting.

55% of the workforce is still currently furloughed and the stores are only now re-opening on a limited basis. 

Basically, there has been no one at work to answer your calls and emails. Those that are still at work were until recently run off their feet attending to a huge backlog of Click & Collect sales. 

Even when the staff do all return (which seems likely to be sooner than later) the Kitchen issue is not going to be solved overnight because it's not just a case of not answering your queries. Read my earlier post about the collapse of the kitchen supply chain. As soon as it was realised orders were not going to be fulfilled all future orders were halted (mid March). That does leave many high and dry having parted with their money, but it was taken in good faith.  

Other retailers are plagued with similar issues...

Perspective is required here, this is a global emergency which will ultimately have life changing consequences for us all and which lots of people still fail to appreciate. So you may well get your kitchen eventually or at the very least a refund, but realise that "customer service" issues around telephone and e-mail communication  are necessarily low in the list of priorities at the moment.  

bris

B&Q do an in store range which you can get off the shelf. Is one of those styles suitable?

[Deleted User]

bris said:

B&Q do an in store range which you can get off the shelf. Is one of those styles suitable?

Off the shelf availability has been impacted by the global crisis too. 

casper100

I've got the same issue. Purchased bedroom furniture online in Feb - all the items were showing as "delivery within 14 days" (in fact the same items are still for sale on B&Q's website with the same delivery estimate) so I was already pretty annoyed when the order confirmation email told me delivery would be in late April.   A month ago I got the same general email others have had saying "we can't deliver and can't give you a new delivery date". When I logged into my B&Q account this morning I see they have put an estimated delivery date of 25 December.

I paid up front for these items and have had no offer of a refund.  Customer service is non-existent as the customer service centre is closed until further notice.

I appreciate these are challenging times but to expect customers to wait indefinitely for goods they've paid for and then completely close your customer service centre leaving customers high and dry is a joke. Other large organisations (my bank e.g.) have got call centre staff working from home, so they've got no excuse for this.

Of course, B&Q will be claiming massive payments from the tax payer for their furloughed customer service staff... 

[Deleted User]

casper100 said: Other large organisations (my bank e.g.) have got call centre staff working from home, so they've got no excuse for this. 

How do you propose call centre staff for a retailer work from home? 

davidmcn

Moneyineptitude said:

casper100 said: Other large organisations (my bank e.g.) have got call centre staff working from home, so they've got no excuse for this. 

How do you propose call centre staff for a retailer work from home? 

Why would it be more difficult than call centre staff in any other sector?

casper100

Precisely. My employerMoneyineptitude said:

casper100 said: Other large organisations (my bank e.g.) have got call centre staff working from home, so they've got no excuse for this. 

How do you propose call centre staff for a retailer work from home? 

The same way as everyone else. My employer has moved my job from an office to home. All that is required is a laptop, and skype. I'm not suggesting that B&Q should have done this with all of their call centre staff, but they could certainly have set up enough staff to work from home to deal with queries on existing order (especially when they knew those queries would be inevitable given that they have no hope of fulfilling the orders).  Instead, they seem to have gone for the easy option of furloughing everyone so they can claim under the government scheme whilst flicking the bird at their customers.