B&Q Has anybody else had a problem with B&Q customer service not replying to them.

bobbybobb

Has anybody else had the same experience and how did I get round it
My story.
After taking my initial complaint to the store they advised me to contact customer services.  I contacted them through the B&Q online web-page complaint form not once but twice but I never received any answer from either of those letters.

 I then found the e-mail for Customer services and sent off not one but three e-mails over a period of time and apart from auto generated email saying they have received my complaint, from then onwards no one has contacted me on either of those three letters. I then phone the customer services again not once but three times and on each time the customer team operator could not help at the time, they said they had to pass it on to someone else, no one got back to me. I phone them again and they said sorry and  they would escalate the case and guaranteed me someone would phone me within 48 hours, no one did, this happened a further time with the same  guaranteed that someone would phone me within 48 hours, no one did. I phoned AGAIN and asked would someone please contact me to discuss my case, they said they would, but I think you have guessed by now no one did.

And in a vain attempt for someone to contact me I used Resolver a on line complaint forum, yes B&Q got that letter but only sent a auto acknowledgement and no replies after that.

I've brought a B&Q paint product which is unfit for use and apart from my initial complaint to that young man at the store no one from B&Q is willing to discuss this with me..

user1977

They're under no obligation to have a chat with you about it. If you have consumer rights to enforce, send them a letter before action and then go to court (and/or use your other options if you paid by card).

bobbybobb

user1977 said:

They're under no obligation to have a chat with you about it. If you have consumer rights to enforce, send them a letter before action and then go to court (and/or use your other options if you paid by card).

I appreciate your reply and understand what you are saying but what's the point of B&Q having a customer service if no one responds to you.

user1977

bobbybobb said:

user1977 said:

They're under no obligation to have a chat with you about it. If you have consumer rights to enforce, send them a letter before action and then go to court (and/or use your other options if you paid by card).

I appreciate your reply and understand what you are saying but what's the point of B&Q having a customer service if no one responds to you.

Possibly none! But it's up to them, there's no general need for any business (other than in certain regulated sectors) to have a customer service helpline or a complaints process.