B&Q – the Complaint Letter
Posted: Mon 7 February, 2005 Filed under: B&Q, Customer Services, D4D™ 4 Comments »Following on from the B&Q saga, this email has just been sent to their customer services…
Dear Sir/Madam,
I am emailing you because I am utterly furious about the incompetent way our order has been handled by B&Q. At the end of December we placed an order via your website for 2x3000mm Stardust black worktops and 2x worktop edges. Personally, I wouldn’t have thought that this was a complicated order, but when it comes to B&Q, I’m obviously grossly overestimating their capabilities.
We first received the order at the start of January. This managed to consist of 1x3000mm Worktop – in Blue – and 1x1000mm wall unit carcase, 1x800mm wall unit carcase, and 4x 500mm cherry wood finish doors. In short, epically, spectacularly wrong.
We organised a re-delivery, and for the delivery company to remove the incorrect items. This time they turned up with two worktops. Great. Except they’re Red Marble finish. And we got a metal hanging rack as well.
For a third time we organised a re-delivery, and an uplift of the incorrect stuff. My partner checked it before it came off the lorry, and this time we had 2x 3000mm worktops. In Grey. We didn’t even take the worktops off the delivery truck. As for the items that were delivered incorrectly last time? Your wonderful delivery service hadn’t managed to detail that there was anything to come back, so they didn’t take anything.
To date we’ve now had three deliveries, none of which have been correct. We’re still waiting for the correct worktops, and the worktop edging. We’ve still got two Red Marble worktops we don’t want, and haven’t ordered, as well as a wall carcase we don’t want and didn’t order, and a metal hanging rack we don’t want and didn’t order.
Is it too much to ask that B&Q manage to sort out this delivery immediately? I can’t believe that this is how B&Q normally operate – otherwise you must be losing hundred of thousands of pounds per year delivering unordered items to people.
I would also like to point out that I’ve just risked serious damage to myself by looking at your website and nearly busting a gut laughing at your statement “Supporting our employees, delighting our customers“. “Committed to great service” is also – in our case – an outright lie.
I would like to be given a call today (Monday 7th February) on 07xxx xxxxxx to tell me what B&Q intend to do to rectify this utter farce. So far it has cost my partner and I 8 hours off work to be present for deliveries, and god only knows how much time in phone calls, emails, and trying to fight our way through the most obstructive AVR phone system known to man.
At this precise moment, I intend to never shop with B&Q again, and would heartily advise anyone else thinking of doing so to go to Dodgy Bob’s DIY Warehowse instead of using B&Q’s “services”.
I hope we can bring this matter to a swift and satisfactory conclusion, and I look forward to receiving your call.
Sincerely
Lyle.
I find the phrase “premier league muppetry” never fails in one of these letters.
The use of sarcasm is particularly cathartic when complaining, and should always be employed, even if it just to give the poor bastard in the mail centre a laugh.
The IRA detonated a bomb at Staples Corner in 1993, just down the road from me at the time. Thankfully there were no injuries or casualties, but the B&Q store nearby was destroyed. It was never rebuilt.
Just thought that might cheer you up a bit. 😉
Cancel the payment (please say you paid by direct debit). Even though you made the order in December, you can still cancel it, your credit card company will just not send on the money. Then, never, ever shop there again.
I did that once to Rumbelows, and where are they now, eh? Eh?
Have you considered mentioning to B&Q that they might do as well to spend their profits on improving customer service and reliability, rather than sponsoring some whinging bint sailing round the world in a trimaran? I know I would.