B&Q: warped doors and poor customer service

absfabs

First post on this board, but would like to get this of my chest!

Also hoping someone has a suggestion how best to address complaint.

Basically, we spent a fair bit of money on new floor, kitchen units, doors and worktops. Delivery arrived 17th January, they phoned us the day before to confirm and say if am or pm delivery. They phoned, pm, I stayed home in the afternoon, no problem.

When fitting the kitchen, OH found every single cupboard door is warped. So phoned customer service, who said either return to shop or we collect and deliver replacements. As it involves 18 items to be exchanged, we opted for delivery on 31st, today. Were told, as before, to expect phonecall previous day to confirm am or pm delivery.

No phone call received yesterday, phoned them this morning, they told me its a different carrier service and they cannot find out when delivery will be. So will be loosing a whole day waiting in, while my work is flexible, this is not good. Can't even pop to the shops.

So I complained, asked for the supervisor, this is the 2nd day I have to have of work, because they sent us faulty goods in the first place. Nothing they can do, they said. I suggested phoning carrier's head office, surely they can contact the guys on the lorry and get a rough idea where my delivery is on the schedule. Nope, nothing doing. Asked for complaints procedure...

and was told to phone back for this after delivery! Cannot be done now. Cannot be posted. So I am afraid I am venting on here.

Anyone got any experience with complaints to B&Q?

deanos

Try ringing the store you bought them from they should be alot more helpful, we always tried our best to help customers when i worked in B+Q could be a manager thing but he took great pride on customer service, the call centre on the other hand were useless most of the time

absfabs

Parcelforce just called, to collect 18 packages! Didn't have any new doors, though. Am thoroughly confused, now.

Obviously want to get rid of faulty doors but need the replacements more. Parcelforce guy was really nice, gave me his number to ring back if I wanted them picked up after new ones are delivered.

Will try the store, thanks deanos.

absfabs

Just an update, no help from store, as they don't deal with the delivery details. Didn't pursue complaints path, as hoping against the odds that someone will phone me from the carrier with an ETA.

deanos

Thats a shame, customer service gone downhill it seems

absfabs

Update: Delivery arrived, yippeeh!

However, all 18 doors needed replacing, they sent 16. Phoned again, nice person on phone this time, apologised, their mistake, offered another delivery 5th Feb. I explained I cannot take of a 3rd day and wait around, so we agreed I would keep back 2 warped doors and exchange in local store.

As local stores only have "low stock" of these doors - and I can't go out to get them as waiting for parcelforce to collect the other 16 doors, she tried to phone store to reserve 2 doors.

Guess what, she couldn't get through to them for the 20 min I waited on hold. Now I am waiting for her to call me back.

Still not happy, - haven't dared to check all the doors to see if warped yet (no room either to do so, or I'll get new delivery and the ones to go back mixed up) -, but it's nice to speak to someone who is actually trying to help find a way out!

absfabs

Call back from B&Q: None of the local B&Q stores/warehouses stock these doors. They cannot be delivered to a store for us to pick up.

So it has to be another home delivery. Week=end deliveries not available.

At least we agreed it would be parcelforce delivering. (It was "night freight" today) I know from experience, if they can't deliver, they give you the option to pick up from their depot.

Result: 2 days of work, waiting at home for 1st delivery of substandard goods and 2nd incomplete delivery, and will have to pick up remainder of delivery from parcel force depot in a week's time!

That is if the new doors are good, and if they send the right number of the correct doors next week.

Anyone got a complaints address, please?