B & Q Rudeness, Bad Servive Help Needed

[yousef1973]

HI

 

I purchased a kitchen from b & q, which was price matched. Good deal, plus a nice kitchen. Kitchen arrived, but hob missing.

Rang sthe store, spoke to the manager, he apologised nad said we will get that out to you. Arrived week later. In between that time noticed one wrong size unit and one damaged unit arrived too.

Anyway that was all sorted, again by a manager..different manager.

 

On Thursday came to fit sink and realise the waste pipes etc are missing.

Again rang store, manager adviced it will arrive, in the meantime you can buy one and we will refund you the cost..no probs there easily sorted.

 

Friday opened the doors, wrong colour, I wanted white but cream arrived.

 

Rang the branch again, kitchen staff said it will take 3 weeks for arrival, as this will be a new order. I stated its a replacement and 3 weeks is too long, can you sort this out quicker.

She said I will call you back, I need to speak to my manager.

 

I get a call back that the manager said he is not going to replace the doors. That was too much so I said I would come and speak to him face to face.

 

When I met him,he wanted to talk in middle of the store in one of the isles.

I refused to do that, and finally managed to get him into a cubicle.

 

He said when I got the units I paid half price for the doors, and now they are full price.

I adviced him, I dont know anything about half price, All I know is that I brought in a quote and you price matched it and beat it by 10%, thats your policy.

 

This idiot acting manager refused to exchange the doors, on base of price.

It was the same design, only different colour. todays price on cream and white is same and same all the time.

Then he says to me bring the doors back I will refund you for the doors and then buy white at full price.

 

I then said to him, may be I should return the kitchen in full, and then buy again and get it price matched, and he said ok.

 

Anyway this argument went on and on, he was rude and in my opinion had no brain or sense...not sure how he got into a managerial position.

 

I then stated your policy is 90 dyas for an exchange if not satisified yet its your fault for wrong doors.

 

He stated I am not going to exchange these doors, you can do what ever you want, complain to who ever you want,YOU GUYS NEVER GIVE UP, so go.

THAT IS A RACIST COMMENT

 

At this point I lost it with this guy, I was so close to hitting him, as he kept talking to me when I told him I no longer want to talk to him.

 

Anyway another manager told me to get my old quote from previous company and if that states white we will change it. So 10 minutes later I arrived with that quote, then they said they will change the doors.

 

Now I am not bother about the kitchen, this manager is really bugged my and cant get the situation out of my head.

 

Anyway the main store manager arrived back from training today and explained to him the situation, and told him I am going to take this further, local paper and your head office.

 

So he apologised and said he assures me that the doors will be changed.

 

I told him, I am not bothered about doors anymore, I want to know what you are going to do about what happened.

 

He said he will fully investigate the situation in full and will meet up on friday,i can go to store or he will come to me.

 

I dont want the doors changing any more as the joiners cant hang about, so i need advice what I should do about this situation??????

 

please help:sad::sad::-x

[yousef1973]

HI

 

I purchased a kitchen from b & q, which was price matched. Good deal, plus a nice kitchen. Kitchen arrived, but hob missing.

Rang sthe store, spoke to the manager, he apologised nad said we will get that out to you. Arrived week later. In between that time noticed one wrong size unit and one damaged unit arrived too.

Anyway that was all sorted, again by a manager..different manager.

 

On Thursday came to fit sink and realise the waste pipes etc are missing.

Again rang store, manager adviced it will arrive, in the meantime you can buy one and we will refund you the cost..no probs there easily sorted.

 

Friday opened the doors, wrong colour, I wanted white but cream arrived.

 

Rang the branch again, kitchen staff said it will take 3 weeks for arrival, as this will be a new order. I stated its a replacement and 3 weeks is too long, can you sort this out quicker.

She said I will call you back, I need to speak to my manager.

 

I get a call back that the manager said he is not going to replace the doors. That was too much so I said I would come and speak to him face to face.

 

When I met him,he wanted to talk in middle of the store in one of the isles.

I refused to do that, and finally managed to get him into a cubicle.

 

He said when I got the units I paid half price for the doors, and now they are full price.

I adviced him, I dont know anything about half price, All I know is that I brought in a quote and you price matched it and beat it by 10%, thats your policy.

 

This idiot acting manager refused to exchange the doors, on base of price.

It was the same design, only different colour. todays price on cream and white is same and same all the time.

Then he says to me bring the doors back I will refund you for the doors and then buy white at full price.

 

I then said to him, may be I should return the kitchen in full, and then buy again and get it price matched, and he said ok.

 

Anyway this argument went on and on, he was rude and in my opinion had no brain or sense...not sure how he got into a managerial position.

 

I then stated your policy is 90 dyas for an exchange if not satisified yet its your fault for wrong doors.

 

He stated I am not going to exchange these doors, you can do what ever you want, complain to who ever you want,YOU GUYS NEVER GIVE UP, so go.

THAT IS A RACIST COMMENT

 

At this point I lost it with this guy, I was so close to hitting him, as he kept talking to me when I told him I no longer want to talk to him.

 

Anyway another manager told me to get my old quote from previous company and if that states white we will change it. So 10 minutes later I arrived with that quote, then they said they will change the doors.

 

Now I am not bother about the kitchen, this manager is really bugged my and cant get the situation out of my head.

 

Anyway the main store manager arrived back from training today and explained to him the situation, and told him I am going to take this further, local paper and your head office.

 

So he apologised and said he assures me that the doors will be changed.

 

I told him, I am not bothered about doors anymore, I want to know what you are going to do about what happened.

 

He said he will fully investigate the situation in full and will meet up on friday,i can go to store or he will come to me.

 

I dont want the doors changing any more as the joiners cant hang about, so i need advice what I should do about this situation??????

 

please help:sad::sad::-x

[andydd]

HI

 

I purchased a kitchen from b & q, which was price matched. Good deal, plus a nice kitchen. Kitchen arrived, but hob missing.

Rang sthe store, spoke to the manager, he apologised nad said we will get that out to you. Arrived week later. In between that time noticed one wrong size unit and one damaged unit arrived too.

Anyway that was all sorted, again by a manager..different manager.

 

On Thursday came to fit sink and realise the waste pipes etc are missing.

Again rang store, manager adviced it will arrive, in the meantime you can buy one and we will refund you the cost..no probs there easily sorted.

 

Friday opened the doors, wrong colour, I wanted white but cream arrived.

 

Rang the branch again, kitchen staff said it will take 3 weeks for arrival, as this will be a new order. I stated its a replacement and 3 weeks is too long, can you sort this out quicker.

She said I will call you back, I need to speak to my manager.

 

I get a call back that the manager said he is not going to replace the doors. That was too much so I said I would come and speak to him face to face.

 

When I met him,he wanted to talk in middle of the store in one of the isles.

I refused to do that, and finally managed to get him into a cubicle.

 

He said when I got the units I paid half price for the doors, and now they are full price.

I adviced him, I dont know anything about half price, All I know is that I brought in a quote and you price matched it and beat it by 10%, thats your policy.

 

This idiot acting manager refused to exchange the doors, on base of price.

It was the same design, only different colour. todays price on cream and white is same and same all the time.

Then he says to me bring the doors back I will refund you for the doors and then buy white at full price.

 

I then said to him, may be I should return the kitchen in full, and then buy again and get it price matched, and he said ok.

 

Anyway this argument went on and on, he was rude and in my opinion had no brain or sense...not sure how he got into a managerial position.

 

I then stated your policy is 90 dyas for an exchange if not satisified yet its your fault for wrong doors.

 

He stated I am not going to exchange these doors, you can do what ever you want, complain to who ever you want,YOU GUYS NEVER GIVE UP, so go.

THAT IS A RACIST COMMENT

 

At this point I lost it with this guy, I was so close to hitting him, as he kept talking to me when I told him I no longer want to talk to him.

 

Anyway another manager told me to get my old quote from previous company and if that states white we will change it. So 10 minutes later I arrived with that quote, then they said they will change the doors.

 

Now I am not bother about the kitchen, this manager is really bugged my and cant get the situation out of my head.

 

Anyway the main store manager arrived back from training today and explained to him the situation, and told him I am going to take this further, local paper and your head office.

 

So he apologised and said he assures me that the doors will be changed.

 

I told him, I am not bothered about doors anymore, I want to know what you are going to do about what happened.

 

He said he will fully investigate the situation in full and will meet up on friday,i can go to store or he will come to me.

 

I dont want the doors changing any more as the joiners cant hang about, so i need advice what I should do about this situation??????

 

please help:sad::sad::-x

 

If it were me Id get a refund on the whole lot and start again and then fire off letters to that store and also their Head office.

 

Andy

[yousef1973]

I got a call from B&Q manager today apologising for everything.

Saying they are investigating the complaint against this invidual.

 

So far they have cost me alot of time and more money with joiners and kitchen still not finished.

 

He offered me £50 as a good will gesture!

 

what do you think ???

 

I thought it was a joke, told him to keep it.

 

I now need to take this further with head office.

 

Can some one please help me with a letter, how it should be written.

 

any sample's or copies.

 

this matter is urgent as the whole house is a mess.

 

PLEASE HELP

[PGH7447]

He stated I am not going to exchange these doors, you can do what ever you want, complain to who ever you want,YOU GUYS NEVER GIVE UP, so go.

THAT IS A RACIST COMMENT

 

Why is that racist?

[MrShed]

£50 isnt a bad settlement.

 

What is your out of pocket expense due to this issue?

[zither]

He stated I am not going to exchange these doors, you can do what ever you want, complain to who ever you want,YOU GUYS NEVER GIVE UP, so go.

THAT IS A RACIST COMMENT

 

Why is that racist?

I was thinking that. Colours of the the doors perhaps?

[PGH7447]

No offence to the OP but has soon as someone mentions the race card in a dispute I tend to lose interest in their case

 

however they have offered reparations for someones inability to grasp the problem so whats the beef

[yousef1973]

i think you are missing the point, if some one made a racist remark against you in that situation when you have spent thousands, you would know what i mean.

 

i am not using the racist card, if that was the problem i would have caused chaos.

 

how am i out of pocket, see if you can understand.

 

ordered a kitchen, paid over £7000 for it.

 

arrived 7 weeks later.

 

joiners started to fit the kitchen, i was quoted for 10 days from start to finish.

 

Along the way things have been missing from the packages or damaged.

 

so far the joiners have worked 14 days due to these delays, thats 4 more days, that means 4 x £125 =£500 loss.

 

Some things have still not arrived, one item due on 14 and one due on 19th oct.

 

The final straw wrong colour doors, first they would not not change, eventually when....and quote WHEN I PROVED THAT THEY MADE A MISTAKE, AND THEY HAVE NOW ACCEPTED THE MISTAKE, they said they will change the doors and will take 7 weeks to arrive.

 

I live in a house not a tip, means mess for another 7 weeks and on top of that means more expense for the joiners.

 

YOU ASK WHAT HAVE I LOST OVER £750 LABOUR 17 WEEKS OF MESS, NO KITCHEN.

 

THEY OFFER ME £50 COMPENSATION AND YOU THINK THATS GOOD.

 

SORRY NOT WHERE I STAND.

 

90% OF REGULAR CUSTOMERS MAKE COMPLAINTS OVER £10, AND THIS IS ON THOUSANDS.

 

WHAT DO YOU THINK, SHOULD I FORGET THIS AND LET THEM GET AWAY WITH THIS SO THEY CAN DO THIS AGAIN TO SOME OTHER CUSTOMER, OR SHOULD I MAKE A COMPLAINT TO HEAD OFFICE.

 

LET ME KNOW YOUR VIEWS, IF YOU AGREE WITH ME PLEASE LET ME HAVE SOME IDEA'S ON LETTER.

[MrShed]

So, directly due to this issue you have lost £750?

 

If you are basing "you people" as a racist remark, then I think you are stretching at best.

[PGH7447]

90% OF REGULAR CUSTOMERS MAKE COMPLAINTS OVER £10, AND THIS IS ON THOUSANDS

 

Its rude to SHOUT.

 

also £750 is not thousands, and if you pay a joiner to do the work then it would have been a one off fee not on a daily basis

[Paults]

I think you have every right to be upset, wether is £7 or £7000.00, a customer should not be treated with disrespect in this manner by local management. I think you should use the main points from your original posting and persue this matter with head office. I wish you all the best.

[yousef1973]

I Don't Think Your Reading My Text At At All.

 

I Have Spent Thousands, And £750 Is In Losses.

 

And I Don't Think You Have Really Have Dealt With Joiners.

 

This Is Not How They Work

 

They Quote You For A Job And They Tell You They Will Be Finished By So Many Days. Day Or 2 Give And Take.

 

But Stretching To Weeks Is Taking The Mick.

 

Because I Don't Have Everything DELIVERED, ue to incompetence of b&q does not Mean Joiners Are Going To Hang Around On My Job For Months For The Same Fee.

And They Will Come When I Call Them

 

These Dude's Have Jobs Fixed As Soon As They Finish One.

 

Its Rude To Shout ??? Dude I Could Knock Someone Out The Mood Am In.

 

 

Anyway To Cut The Story Short Letter Of Complaint Is Leaving First Thing Monday Morning.

 

Spoke To Local Paper They Have Taken Pictures Of Kitchen, This Week Looking At Either Front Page Or Second Page.

 

They Were Disgusted By The Service.

 

Making Some Serious Progress.

 

Thanks For The Guys That Agree With Me, And For Those That Don't.....well Only One Way To Find Out How They Feel...will Be When They Are Treated In This Way..if Ever.

 

Thanks

[Paults]

I did read your post and was just trying to be helpful.

[yousef1973]

Quote:

originally posted by pgh7447

Its rude to SHOUT.

also £750 is not thousands, and if you pay a joiner to do the work then it would have been a one off fee not on a daily basis

 

 

thanks paults you are right, my apologies as i was to pgh7447 if you read his comments you will know what i mean

 

thanks

Edited October 11, 2009 by yousef1973

[AndyOrch]

I did read your post and was just trying to be helpful.

 

 

Im sure you was Paults but the OP isnt listening to advice prob why B&Q cant resolve either.Can Site Team move this thread to here: -

Retailers - High Street and On-line Stores Forums

 

Regards

 

Andy

[Paults]

As you say Andy it may be better in retail section where other people are having similar problems.

Pts

[MARTIN3030]

Will move to general consumer issues.

[AndyOrch]

Thanks Martin

 

Andy

[MrShed]

Thanks For The Guys That Agree With Me, And For Those That Don't.....well Only One Way To Find Out How They Feel...will Be When They Are Treated In This Way..if Ever.

 

Thanks

 

 

Good attitude to have, just because someone doesnt agree with you.

 

The amount spent is irrelevant, the amount LOST DUE TO THEIR ACTIONS is the point.

[PGH7447]

I Don't Think Your Reading My Text At At All.

 

I Have Spent Thousands, on the kitchen which you have albeit not exactly has you ordered so you have not lost thousands And £750 Is In Losses. - this is what you paid extra to the joiners, again I state a job is paid gfor until completion not by days worked, unless that is what you agreed with the kitchen fitters

 

And I Don't Think You Have Really Have Dealt With Joiners. nope do it myself, then I can only blame Me

 

This Is Not How They Work

 

They Quote You For A Job And They Tell You They Will Be Finished By So Many Days. Day Or 2 Give And Take.

 

But Stretching To Weeks Is Taking The Mick. why if the bits are missing, did you not check the kitchen when it arrived, I am sure I would have opened at least some of the door fronts etc to see what was delivered

 

Because I Don't Have Everything DELIVERED, ue to incompetence of b&q does not Mean Joiners Are Going To Hang Around On My Job For Months For The Same Fee. why not you paid them to fit a kitchen, and they aint hangin around they would come back and finish the job

And They Will Come When I Call Them

 

These Dude's Have Jobs Fixed As Soon As They Finish One.

 

Its Rude To Shout ??? Dude (I aint a Dude could I class that as derogatory) I Could Knock Someone Out The Mood Am In.

 

 

Anyway To Cut The Story Short Letter Of Complaint Is Leaving First Thing Monday Morning.

 

Spoke To Local Paper They Have Taken Pictures Of Kitchen, This Week Looking At Either Front Page Or Second Page.

 

They Were Disgusted By The Service.

 

Making Some Serious Progress.

 

Thanks For The Guys That Agree With Me, And For Those That Don't.....well Only One Way To Find Out How They Feel...will Be When They Are Treated In This Way..if Ever.

 

Thanks

 

I take those that dont agree with your outloook on life are always wrong then

[car2403]

Did B&Q know you were employing someone to install it for you?

 

As they haven't delivered what was ordered, there is a breach of contract, but it may be that the joiner costs are too remote from that breach to recover them - if some missing screws, etc, or whatever it is, didn't prevent full installation, it may simply be too remote from the damage to be recoverable. If they didn't know you were getting someone to do it for you, they will use that as a reason to avoid culpability for those damages.

 

With the joiners, as well, did you agree to complete snagging once the work was done? Was there an expectation set surrounding paying for the installation to be completed, as a whole job or based on days work required.

 

With respect, we know you are angry, but lashing out at folk trying to help you here isn't going to get you anywhere. Asking for help, then attacking those that don't agree/see things your way is very silly. Of course, we don't know what you feel like, (you haven't told us) so you have to take the words written at face value.

[MARTIN3030]

Well reading the story,its a pretty poor experience of service-lets be honest we are not talking of one mistake here but a multitude.

The OPs interpretation of a racist remark is perhaps only known to him/her,so maybe thats something that they believed to be the case-we dont know enough about the OP to be judgemental on that-so cannot dismiss it.

 

I am not an authority on the policies of B&Q but I would imagine that they are pretty much the same as any business of the size of them.

 

That is to say,that the first port of call for customers with complaints or disputes,should be with the store,and the managers there who are paid to do the job.

If after exhausting the procedure there,then you should follow up a complaint to their head office,giving as much info as possible,and asking them to respond.

 

If after their involvement you still remain unhappy,then you can start to look at taking other action-but my feelings are that you should get some answers and possibly resolution.

[canihelp]

Hi, is the situation resolved?

 

If not you can write to B&Q Head Office and address it to Customer Relations Manager including the conversations you have had and who with - include names.

 

also CC the Store Manager into the letter

 

ps i'm ex B&Q Staff

[yousef1973]

thanks for that i have not done it yet, still trying to get the letter right.

 

have you got the head office address

would be appreciated

 

ta