B&Q Online Fiasco (B and Q)

[tonyeac]

I placed a significant order £300+ on Saturday morning. Instructions were that contact would be made within 24 hours to discuss delivery times.

5 days passed and all day yesterday I sat trying to get some telephone assistance but stayed in the "busy high call volumes" for 3 hours. Finally called corporate HQ and spoke to someone.

1 hour later a woman phoned and said delivery date would be 5th September which is way over the guidelines on the online booking info.

I explained that this was not acceptable and the woman went away returning in 20 minutes saying she was trying to talk to the delivery department.

I asked her to email with a sooner date she agreed within the hour, no email was received.

Be aware that using this service could make you an angry person

[citizenB]

Have you paid for the order - by what method (Credit or Debit card) - if the only date they can deliver is 5th September - do you still require the item(s) ?

[tonyeac]

Hi, yes I paid online by Visa Debit. The money went within a few hours. I still want the stuff and the delay is against the advertised policy but the most annoying thing is trying to contact someone for help.

[tonyeac]

UPDATE.

I just recieved a call from B&Q to say all items would be delivered tomorrow. I made them aware of my posting on CAG and I do believe it had the desired effect. If they don't arrive I will let you all know.

[tonyeac]

Update 2

 

No delivery and no one knows if the items were loaded on the delivery van. They can't even get in touch with the driver. Spent another hour listening to music after taking the day off work for the delivery.

This is shocking way to run a business and treat the customers with such little regard.

[citizenB]

Sadly this appears to be standard customer service with some companies