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I do not wish to give details of my dispute with BQ, but rather the treatment while trying to resolve it. I experinced many futile phone calls to various departments , including complaints and was exasperated by the manner I was spoken too. One person in complaints told me in a rather bored tone: We already have your information in front of us. When I asked: And what was being done with the information, she didn't see why I was angry!
However, after umpteen calls to various people in various departments, on numerous occassions, including complaints, I was fortunate to be answered by Jackie. She put me in touch with the store manager of my local branch and between her and David my problem was resolved. Albeit not immediately, but after contacting Jackie again, she followed it through to David and he personally delivered the misssing items and resolved the other issues for me. He also arranged for me to be subsidised for inconvenience. So Many Thanks to Jackie in Complaints and David at the Enfield Branch. ...
JParish ... 9 March 2004 (By Email)
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I
bought a kitchen from B&Q last year.
The guy came and designed it and we placed an order. All the parts
arrived on time but a couple of doors were slightly damaged, these were
replaced by the luton warehouse store without complaint. I fitted the
kitchen myself and found the project very easy with the units being well
made and clear instructions. The kitchen looks great and seems to be hardwearing.
Alot of the problems regarding kitchens seem to be with bad workmanship
or fitters not turning up, my advise is to buy your kitchen and then have
it fitted by reputable builders or kitchen fitters, not by the stores
own fitters. I have also bought quite a few performance pro power tools
(B&Q own brand)and have found these to be superb value for money and
utterly reliable so top marks go to B&Q Luton Warehouse
Cameron Robbins... 14 March 2003
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I am writing to complain about the appalling
way in which i have been treated in the coatbridge store today. Friday
18th July 2003. I had a kitchen planner out to plan a kichen for me about
two years ago and was very happy with the service which was provided.
I recently have had my house extended and wanted to extend my kichen and
have more units installed so i thought B&Q were the right people for
the job. Read More .....
Nicola Miller ... 18 July 2003
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We ordered a new bathroom complete with
whirlpool bath etc in June 2003 to be fitted by B&Q
hoping to have it done over the summer. The fitter was booked in for 4th
August and they rang to tell us the bathroom suite was out of stock !!
(even though they had the order over two months ago). We were then put
off until 11th August but guess what - no bathroom suite !!
We were then told it would be 1st September before the fitter could come
again but I told them swiftly that if there was no fitter or suite before
September I would be cancelling my order. We were then told we could be "slotted in" on Monday 18th August (today)at exactly 9am. At
10.30 am there was still no sign of him and when we rang B&Q to find
out were he was we were then told he had something wrong with his car
(!) and couldn't come until tomorrow.
So here we sit - no fitter, no bathroom suite. hoefully he'll come tomorrow
but we're not banking on it !! There seems to be a serious breakdown in
communication in departments and one doesn't seem to know what the other
is doing - you constantly have to chase things up yourself even though
this package is sold to you as "hassle free" !!! Mandy
Drage ... 18 August 2003
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I have to say how disgusted I
have been with the service I have received from B & Q today. Click
here for details ...
SONIA ADAMSON .. 2 September 2003
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I ordered a bathroom suit on the B&Q site because the contracr stated that they would deliver within 21 days! Almost
3 moths later and nothing!!! They told me I have to wait! I finally cancelled
my order with them! In my opnion B&Q is the most uncompetente company
in the UK!!! I had absolutly no rights with this company! All they made
me to do was to pay in full on time. And no products !!! Shame on them"
Luana Bertozzi ... 22 September 2003
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On the30/08/2003 i orded fences gate, all
were in stock. I also ordered a keter jumbo xl shed box 1&2. I was
told that i would get all my goods in 7 to 10 days. After 11 days i phoned
the Bridge of don store and was told it would be 21 days.
After 31 days i went to the store again. They couldnt tell me why i hadnt
got the itams i had paid for £354.86. In fact. given the brush off
again. I phoned B&Q and after the run around i was told the shed was
being re-orderd. No idea when i would get it but they dont thing they
need to inform the costomer of any delays there might be.
I asked if they could phone the company they get the sheds from she tried
once didnt get through so said she might be able to get back to me by
the end of the week. So i called keter sheds and a helpfull woman named
Dona said she would help out if i could get the order code for B&Q
but she could find no orders at all for the shed from B&Q. How can
it be within the letter of the law for a company to take your money and
give you nothing in return if you are having trouble with them to do let
me know Isobella Gilbert ... 6 October 2003
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I
ordered and paid for a P Shape Conservatory from
B&Q Inverness on 4th June 2003 because the rep told us installation
would commence within 12 - 14 weeks. Needless to say installation finally
started on 13th October 2003!
I have also just discovered that none of the conservatory parts were ordered
until the last seven days - dispite the fact they have had my money for
over four months!Watch this space...Douglas Mills...17
October 2003
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When using designers who work for most DIY
companies buyers should be aware a significant proportion of there income
comes from the commision received when an order is placed - hence there
reluctance to spend there time with you and give you the plans or list
of items because if you go into the store and buy them the consultant
will receive nothing for the time and effort they have gone to.
David Panter...27 October 2003
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I have a B&Q warehouse nearby and
its range of products make it indespensible. But surely any professionally
run store should be able to provide a simple carrier bag! B&Q's are
tiny and tear through within five minutes even with nothing in but screws.
Confucius he say: man without car or bike must bring rucksack. Martin
Bucknall...3 November 2003
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I ordered a 6x4 pent Shed, from the Wharehouse,
Farnborough,Hants, on 20th Oct 2003 and was told it would be
delivered in 2/3 weeks. On the 10th Nov I was told it would be in on the
12th Nov and I also ordered 46 cement blocks and 10 bags of sand to be
delivered with the shed. On the 13th Nov I rang the store and was told
the shed was not due in until 21st Nov. I rang the store on 24th Nov and
was told by the call centre the sheds were in stock but the store said
they are not and will not be in until 2nd Dec.
I wonder if I will get anything this year? Also what is the use of a bag
of ballast or sand which is marked 'Large'. No weight or volume is mentioned
and the staff get confused between metric and imperial measures when asked
and it.B&Q is good if the item is off the shelf (providing
they can find the price) but if it has to be ordered or there is a question
to be asked - forget it.
StaurtSOssick...24 november 2003
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Eight days ago I went to the B&Q store
in the retail park in Altrincham, Cheshire to buy two
large size sheets of 12mm MDF and have it cut to size into 4 equal sections
on their instore cutting machine. The machine was out of order with an
electrical fault and I was told it was being repaired that night and to
call back the next day. It still was not repaired and after phoning several
times to check it is still not repaired after eight days.I decided to
go further to Stockport Super store which says has some of the largest
stocks because of its size. After travelling 17 miles to the store the
12mm sheeting MDF was completely out of stock. WHY?17 miles back home
and one gallon of petrol down the drain for nothing.
It has become well known the name of this company around our area as B&Q
stands for buy and queue, because this is the system that greets you when
you get to the checkouts. What shop would handle customer returns at a
checkout when there are large queues of customers waiting to pay for goods.
Your profit is increased by getting people through the tills as fast as
possible and not as I have seen, people dropping their goods by the till
because they have waited too long to be served.You may be making profit
to your satisfaction, but wake up B&Q AND START LISTENING, ASKING
CUSTOMERS WHAT THEY WANT. Thank goodness the MPD was out of stock as I
have bought it cheaper from a wood merchant and had it cut to size.Very
upset d.i.y. customer.
Roy Harris...3 December 2003
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OF List
As a manager for B&Q, I pride myself on
customer care. However from time to time things do go wrong,
as with any business. In most cases it is our suppliers that let us down.
All fitting work contracted out, and we monitor these companies. If we
recieve a number of complaints, they are taken off our books.
Frank Lindene.. 10 January 2002
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FAO Frank Lindene.It
is a shame that your Head Office do not pride themselves on Customer Care.
It is a shambles. We have not shopped at B&Q since
September last year, and in that time have bought a new house. B&Q
loss! We have had friends cancel a bathroom and a kitchen from your stores.
Power to the customer.. Tyrone Reid...27 February 2002
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Reading this and indeed other
Websites makes me 100% sure I will not be using B&Q (and, from experience
Moben Sharp). Mr Lindene's quote is very telling when he says
"things do go wrong....in most cases it is our suppliers that let
us down. Oh I see....B & Q aren't responsible for their suppliers
? Like Train companies blaming Railtrack, it's a bad workman (or woman)
who blames their tools. The customer has a contract with B & Q and
simply ofloading responsibility onto the contractors is absolutely unacceptable.
Ric Euteneuer...
11 October 2002
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Please visit http://www.hirethetone.btinternet.co.uk and then click
BATHROOM. If enough people get to know what we have had to put up
with concerning B&Q, then maybe B&Q will clean up it's act!
Ian Tone.. 26 February 2002
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Greenwich b&q
New shop new promises,
Shame they cant live up to them!
We bought a new kitchen from them in the winter
of 2001
In January 2002 we had to take 2 doors back as they would not close properly
they were warped and buckled and would not close .It is now March 2002,
and we still have no new doors, but they have called us back to the shop
3 times telling us that our doors have now come in. When we went back
the 3rd time we asked to speak to the manager but he refused to speak
to us, he said he was to busy so he sent a young girl down to speak to
us, she checked our order on the computer and promised our order would
be in at the end of the week, as no one phoned us we phoned them, guess
what- no new doors. This is not funny we had to save up very hard to get
the money for this kitchen, I'm starting to fill like b&q have mugged
us of our savings. G Withers, plumstead London...16 March 2002
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B&Q is a joke - and a very
bad one at that. B&Q it? Buy and REGRET IT morelike.
J Pritchard.. 22 March 2002
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I am currently looking for
a new bathroom and kitchen and have decided against B &
Q, What a horror story. No thanks. Mrs Ward...15
September 2002
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B&Q
is the worst store I've ever shopped in. details
Sanj...30 October 2001
"B&Q are always so
rubbish."
Paul, West
London, 24 September 2001
Go to Bottom of list
"I have had bad service
before with B&Q, I have had a kitchen fitted which was
incomplete, and took three months to be 100%, and now it is coming apart.
Do not part with your money at B&Q."
James Price, Peterfield. 25 September 2001
"I cancelled a bathroom last month as the service
was so bad. I did not complain but I will never use the shop
again."
Peter Steinsfeldt, West Cliff On Sea, 26 September 2001
I bought a B&Q bathroom last year, it took 3
month to have the work complete. At last someone who stands
up to these companies. Profit on the parts and even more profit on labour.
Graham Lunn 4 October 2001
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I wouldn't know where to start with the amount
of hassle I have endured through B&Q over the past few
months. Late deliveries, deliveries being made to the wrong address, deliveries
not even turning up, phone calls not being returned or in some stores
not even answered, rudeness bystaff, delay in response to written complaints...need
I go on?? If you must shop here make sure you pick your goods up in store,
do not shop on line or rely on delivery being straightforward. Clare...
13 November 2001
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Service at B&Q is so bad. I do not
understand why they are so busy. When will someone challenge them and
give the customers some service.
Roger Mills...22 November 2001
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B&Q Chelmsford is very busy. But
like the people who wrote this letter I have also had poor service while
the store was closed. B&Q I hope you are taking note. I will not shop
at you stores anymore.
John Robstone...22 November 2001
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B&Q - Just do not go there, they are so bad!
Steve Budd.... 5 December 2001
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I WORK 4 B&Q AND CAN CONFIRM
THAT THEY ARE TOTALLY "messed up" IN ALL DEPARTMENTS.
I DON'T KNOW HOW THEY MANAGE TO MAKE MONEY BUT THEY CONTINUE TO BREAK
RECORDS WITH NO STAFF, NO STOCK OR ANY FORM OF CUSTOMER ORIENTATION WHAT
SO EVER. I THINK THEY DO IT ON THERE ALREADY BUILT UP REPUTATION AND HAVE
BECOME TOO BIG HEADED AND COMPLACENT TO GIVE A **** ANY MORE!!!!
JO DHAKI, EAST LON... 19 December 2001
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Is
this the same Tyrone Reid who also bought a kitchen from Moben
in the first half of 2002? (see http://www.clik2complaints.co.uk/Ori-others/moben34.htm)
maybe he likes buying kitchens.
johnbridger...19 January 2003
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