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

W1zz

All well and good - But what about the orders taken on:

18th July 2005 ?
19th July 2005 ?
20th July 2005 ?

And subsequent telephone converstations (over a 2 week period) with customer support staff who manually took credit card details and told customers that stock had been allocated?

W1zz

angelag_3

And what about me..i ordered on the 15th. No problems reported when i ordered.

mirandamayhem

W1zz wrote:

All well and good - But what about the orders taken on:

18th July 2005 ?
19th July 2005 ?
20th July 2005 ?

And subsequent telephone converstations (over a 2 week period) with customer support staff who manually took credit card details and told customers that stock had been allocated?

W1zz

Yes, it's the lies darned lies that really really pees me off. If they'd admitted their problem as soon as it happened maybe we wouldn't all be so inclined to keep going in this campaign.
But they lied to us several times.

sarahmoo

no gift vouchers for me yet

thedriver

In my letter of apolgy it states that its a supplier problem. No mention of it being B+Q computer systems failure.

It will make a nice reference for my next letter to B+Q about how they are now deliberately have a customer service dept that are now deceiving their customers.

JasonLVC

It's so obvious to even a layman that B&Q do not have a real-time ordering system, but that in itself is no big deal, the concept of "we have 100 items, we sell to the first 100 orders and then tell everyone else they were too late" is ss called first come first served and works very well - and we'd tolerate it.

Almost everyone on this forum ordered on the 15th and yet people who ordered 1-2 weeks later are getting deliveries. The article doesn't explain why I was sent a slide but nothing else, why others were sent other bits and bobs. It doesn't explain that I've had two delivery dates since but on each occasion have been cancelled at the last minute as stock had since ran out. I was due a delivery as late as 17th Aug (last week), one month later, when if the stock was really in short supply couldn't possibly be in the warehouse now - and yet they asked me to stay in and wait....

I'd guess they have a woefully inadequate retailing system, made worse by having a seperate division (diy.co.uk) having to integrate into other systems and a business model based on an ordinary shops stock system (ie, if on the shelf sell it, if not, you can't) - which works in a shop with shelves but not in the virtual world of the web. A virtual system would be more expensive to install and operate and B&Q thought they'd go cheap and just operate as a normal store. Tesco operate a similar 'shop basis' on their website which is why you get odd substitutes every now and again as the local store runs out (but note that at least Tesco substitute missing items for something of equal or more value) - as they know if they didn't supply the missing baked beans it would be breach of contract.

B&Q, lets face it, they just take orders off the internet and then give a list to an old bloke in a warehouse in Doncaster and what he can pick up gets delivered and if's not there, it's out of stock and tough luck. Airlines do this trick all the time (overselling stock of seats), but at least when it happens they give you a hotel for the night, food and free upgrade next day. B&Q are using the same model as BA, but dishing out £20 vouchers. Not quite the same really is it?.

But well done on finding that article - a brilliant post!

feival

I am livid. Just before leaving for a 2.5 week holiday in Spain (very nice thnk you - I completely forgot about the morons at B&Q) I sent a letter to their CEO detailing my complaint. It wa a very good letter - I know that because one of our top lawyers at work helped me write it. I am now back and I cannot belive that they haven't bothered to respond yet!!!!

I am prepared to go to the small claims court over this. £20 certainly will not buy me out. Thaks to the other posters on this chain. I will send an email to the member who is a trading standards officer and I will check my house insurance too for legal cover. Is anything else going on. I saw something about PMs?

Frogling

feival wrote:

I am livid. Just before leaving for a 2.5 week holiday in Spain (very nice thnk you - I completely forgot about the morons at B&Q) I sent a letter to their CEO detailing my complaint. It wa a very good letter - I know that because one of our top lawyers at work helped me write it. I am now back and I cannot belive that they haven't bothered to respond yet!!!!

I am prepared to go to the small claims court over this. £20 certainly will not buy me out. Thaks to the other posters on this chain. I will send an email to the member who is a trading standards officer and I will check my house insurance too for legal cover. Is anything else going on. I saw something about PMs?

I am collating details of everyone who has been let down by B&Q. I am waiting to hear back from Watchdog and have a couple of other irons in the fire with regards to this. If you want to PM me, I need the following:

1. Order Date/Time
2. Confirmation email Date/Time
3. Card Charged Date
4. Promised Delivery Date
5. Actual delivery date
5. Items ordered
6. Items outstanding
7. B & Q's response
8 Any further action?
9. Any other relevant info

Kenners

Hi,

My first post, but needless to say I have been stitched up by B&Q like everyone else!

I have emailed my details to Rob, but have to write a letter of complaint still.

As I am a bit lazy, (and there are so many who have been through the process it seems!) would anybody be able to send me a rough draft of their complaint letter to help me get started please?!

Thanks in advance, and keep up the good work everyone!

splodger_2

Hi, big thanks to mirandamayhem and hubby Rob. :beer:

Have just emailed my details to Rob.