B&Q Kitchen complaint - Who do i complain to

[Need Help21]

Hi all Newbie here!

Firstly I would like to say hello and have already introduced myself in the Newbie section.

Some comments would be appreciated on the following:-

I am drafting a complaint about the delivery of a B&Q kitchen, I`ll skip the detail but there are a number of issues I am complaining about, the essence is about the poor communications of their delivery call centre which resulted in non-delivery etc.

Considering I have never complained to B&Q before, could anyone advise whether with B&Q the best tack is to write to the call centre manager, or their central complaints department.

Kindest Regards




Need Help21

[gyzmo]

Central complaints department. The call centre manager is really an administrative role - making sure the call centre runs the way they want it to run (usually in a ****poor fashion from the customers point of view).

even so, they would probably just pass it down to some underling to deal with it - at least that's what happened in the 4 call centres I have slaved in.

[Need Help21]

Thanks Gyzmo

Do we know what B&Q are like when it comes to compensation etc? Are they fair/poor/generous etc?

[gyzmo]

Sorry I have not had any dealings with them. What they say and what they do are probably entirely different - hopefully someone else may have an idea.

When complaining though remember to be firm but polite. No matter how justified you feel like screaming and calling them every name under the sun, if you get their backs up it will make things more difficult.

[1stlifeline]

Think I can shed a bit of light here for you. Without wanting to say who I worked for cos I dont want to be recognised I can say that I dealt with BQ on a daily basis through my job. On occasions I worked at the BQ call centre as well and with peole who were on a special team put together by BQ to deal with escalated complaints.

This is a sticky one because it depends on the current documentaion BQ are giving out when you order a kitchen. Our company used to do the deliveries and lias with the customer on BQs behalf so if there were any delays/delivery failures etc the customer would ring us not BQ. If they rang the store they were given our number and told to call us. In other words they washed thier hands of the problem. However I dont know what the current home delivery situation is with BQ.
What I do know though is that they dont like getting complaints. Every complaint that is put in writing has to be put on a system which flags it up at thier head officein Eastleigh. each store is monitored carefully for these complaints and it reflects badly on them. My advice to you wouldbe to write to the store manager, be clear about your complaint and if you are asking for compensation make sure you put the ammount you expect. Dont just say you want compensation, say exactly how much and why. Also send a copy of your letterto head office and make sure that the store manager knows you are doing this.
It would help if you could give me a bit more detail before you write as to why you are complaining, I may be able to help more.

[Need Help21]

Many thanks to date people, the problem I have is the local store sent out the kitchen guy to design the kitchen who was absoultely first class. I couldnt fault him. i forgot to mention earlier that this kitchen was supply only by a B&Q centrallised system. It was not delivered by the local store and wasnt to be fitted by the local store. Therefore my complaint cannot really be about the store.


The complaint is really about the call centre that organised the deliveries, so my question really is whether or not I should write to the individual call centre thats been giving stress or their head office or their complaint department??

once again, Cheers for the help so far

[1stlifeline]

BQ dont deliver direct from store on the kitchens you order. They only do that if you have what they call the 'takeaway kitchen' which they hold in stock in store. Kitchens, bathrooms and bedrooms supplied by BQ have always been delivered direct by the manufacturer. (Unless things have changed in the last couple of years)
They are still responsible, you paid them so your contract is with them even though they are not delivering direct. You should write to the call centre but also the store manager and BQ head office.
If you can elaborate a bit more as to the 'stress' and whats caused it I may be able to advise better.

[burni]

HI
I am busting to reply to you...

I AM TAKING B&Q TO COURT OVER MY KITCHEN!

Quick breakdown
After looking around B&Q had what i thought(!) i wanted...
Had there man & computer round to design it (arrogant toss-pot)
Went into store to order it...system down!
Went back 2 -3 days later...warehouse burnt-down!!
Went back 2 weeks later...Finally ordered it!!!
This is approx January 2006, due to the 'fire' delivered May 2006...
Fitter started 3 wks later.
Stuff missing, over ordered on some, under ordered on others!
Wrote to B&Q H/O to complain...spoke to staff in store...blah blah.
They sent arrogant toss-pot out to have a look...HE said the computer CANT be wrong!!!
Nov 2006 wrote to the arbitration company they suggested...2 mths later, with no contact from there side...they found in favour of B&Q...(funded by it's members!!!!!)

So handed it over to our Solicitor for breach of contract and inferior quality/ not fit for purpose!

Am waiting for the outcome!

GOOD LUCK...

*i am still not able to use the int-fridge/freezer, missing handles (cant open 4 draws), cornice and kick-board too short, sink is broke and it cost me an extra £200 to get the plummer to do the pipework as stuff they supplied dont fit!*

[burni]

Oh and 9 weeks of takeaway! I started to lose weight!! Yeayy...
Then the over head extractor blew up!!
Not my fault for a change...

[absolutebounder]

I am also complaining. I got offered a £210 gift voucher to spend in their store What use is that it just means it costs them next to nothing to shut a customer up. Im not falling for it. As a shareholder in Kingfisher I am going to do a bit of truth telling at the shareholders meeting and see if I can get chucked out like the old pensioner at the labour party conference.