B&Q up to 75% off sale on Outdoor Fun (swings, slides, etc) [CLOSED]

amanda40

I refer to my last post - here are the numbers I have been calling regards cancellation of order Customer Service 0191 256 256 - currently awaiting Manager Russell Jones calling back re attitude of Senior Call Advisor - Andrew Fuller - The next manager I beleive is Carl Boyd. Also awaiting call back from Sarah Jane at Chief Executives office - number called 02380 256 256.

I have been in Shetland on holiday for the last fortnight so have missed the majority of advice - but am back home and getting my complaints letters written. Seem to have spent last week of holiday ( when Matterhorn was supposed to be delivered) on phone to incompetent diy.com call centre chasing up a 'non-existant' order

:mad: :mad: :mad:

MSE_Martin

B&Q sent me the following statement on Friday afternoon:


"We apologise for the problems that have been caused over the clearance of some of our children’s fun ranges. Through a combination of miscalculating the popularity of these products at the lower price and a systems failure over the weekend of 16/17 July, we inadvertently took orders when we had run out of stock.
Since then we have contacted or are trying to contact every customer to deal with each individual case. If there are any other customers who have an outstanding problem with this particular promotion, please ring 01302 764286.

We are doing everything we can to resolve the problem."

W1zz

Sounds like "doing everything we can to resolve the problem" translates to 'Offer a refund'.

Anyone care to phone to find out if this is so (I'm at work) - I've already been told I won't be getting one but was hoping of news of new stock in September for customers like myself.

W1zz

Hopelesswithmoney

I received order confirmation of my Mont Blanc on the morning of 16th July.

B&Q rang about 10 days ago to say that the Mont Blanc was out of stock so would offer me a Matterhorn at no extra cost.

Thought the chances of me ever actually receiving it were highly unlikely but they rang this morning to confirm delivery on Wednesday 17th.

As you'd imagine I'm delighted!

tamsyn_2

Don't know if this helps you guys at all (Never ordered, but following saga with interest).

A lady on a parenting forum I use took her story to the local paper (her dh works there). They did a full page on it and B&Q gave her compensation to the amount they saved as well as a refund.

Hope you all win this war against the big guys

Tamsyn

BigAde

Has anyone who ordered the table-tennis table had contact with B&Q in the last couple of days to hear what they're doing?

CaitlinsNanna

Thank youto Martin for that no.
I called it as soon as it was up but have had problems logging in to let you know.
It is the order/delivery centre no. Suprise suprise they have no record of my order & asked me to call the 0870 0101 006 no. as they would have more info.
Did this, spoke to operator to be told that there would not be any more playcentres this season. Told her that I was a member of an internet forum with lots of B&Q customers with missing or late outstanding orders & that we all needed to know what was going on.
She said that there was a seperate team with thier own customer services that were dealing with it & that I should get the contact that I had been promised (I bet I don't).
I asked for a direct no. to these people in case I had heard nothing by tea time. She gave me this one-
0800 3895516
If I have not heard anything by 5.30 then I shall be calling them.
I think we are all going to have to resign ourselves to B&Q not honouring these orders. What I want to know is what they are going to offer us by way of apology.
Interesting story about the lady that took it to the papers.

Frogling are you any further with contacting the press over this?

Frogling

CaitlinsNanna wrote:

Frogling are you any further with contacting the press over this?

I have contacted a national newspaper, but have so far had no response from them. I shall be chasing them up again tomorrow. I've also contacted Watchdog with all of the information I have collated, and am hoping that they will run a report on the appalling B&Q service and get us a satisfactory answer.

If, as per the e-mail they sent Martin, they were already out of stock over the weekend of 15th/16th July, why did they not simply contact people straightaway to advise them of this 'error'? Instead, they took people's money and let it drag on for a couple of weeks before deciding to do anything about it. Plus, I ordered on the 15th before these supposed troubles, so why didn't they go back over peoples orders and honour them on a first-come, first-served basis?

angelag_3

I ordered mine first thing on the 15th July and had my confirmation and delivery date by 10:30am. They told me about the error last week and blamed it on the suppliers, they then offered me the matterhorn and then told me that was out of stock too...which has left me quite confused as someone who has posted on this site ordered theirs on the 16th and they have the matterhorn being delivered this Wednesday!!! If they think i am accepting my money back and a £20 pat on the back then they are sadly mistaken.

CaitlinsNanna

Thanks for the update Frogling. I hope either the press or watchdog get back to you soon. I have filled in the on line watchdog form but have heard nothing back yet.
The fact that someone has already had success with taking it to the papers is good news. That then does suggest that no-one will be getting one now as she would surely have been offered the item in question?
I cannot believe that a company with the resourses that B&Q have cannot commision another production run of these items to satisfy the unprecidented demand that caused these problems in the first place. One can only assume that they were making a profit & consquently, based on that assumption, they do not wish to make a further profit from so many (now dissappointed) potential customers.
I too cannot see how problems supposedly caused on those 2 dates 15/16th July were not sorted immediately. My orders were placed & accepted on the 18th & the 20th July.
It does seem that it's not been a first come first served scenario, more a luck of the draw.
If B&Q are following this thread, would they please like to address these questions? Or has there been an unexpected worldwide shortage of pine, coachbolts, plastic slides & rope?