"GROW UP!"

A review of B & Q by Mr ex-B&Q written on Saturday 27th of October 2007

Retailers ALL make mistakes daily. With hundreds of thousands of people served a day at B&Q we would get less than one complaint per store - PER WEEK!. I used to work for B&Q and the abuse I used from customers was one of the reasons I left for M&S. Here are three examples of customers without a clue in my last month of working for B&Q: [1] Guy comes in, ranting about a Black&Decker Power Drill, saying 'B&Q have gone down hill, blah blah'. One, it's not a B&Q product its Black & Deckers, two, it was 18 months old and he did not have a any proof of purchase. BUT we still gave the guy 30% off a new drill. [2] Customer tells me I am a '**cking tool' by phone, turns up at store, refuses to leave, stating WE supplied ALL of his kitchen wrong. I then check the order the guy wanted no fitting from B&Q, no design service. After 45 mins [during which he told as many customers to not buy from us!] we finally found out the guy orginally came in and listed all HE wanted, saying HE used to be a builder and would be fine, he even snubbed an offer of a FREE design service to check everything was ok BEFORE buying, but refused. He'd got pretty much ALL his sizes wrong! Final example [3] Guy comes in angary as hell 10 mins before we close. Tells girl on checkouts to 'go **ck yourself' when she asked him to calm down and demaned 'I want a manager now!', He'd ordered a shed it arrived with parts missing. I should have called the police but being customer driven I asked the guy to either calm down or leave. After another 20 mins we finally got the result I wanted, we'd arrange the parts to be shipped in the morning from our store. Funny thing is we found out next day that, when the shed was ordered by phone only orded PART ONE of TWO was ordered. The shed he bought was a leantoo that could with pack TWO be made into a larger shed. His wife made the original call and it was stated 'did you want part TWO', she replied 'no!'. So the customer got a full sized shed for £80 wroth £200, for HIS mistake.

It's easy to attack people who are trying their very best to give good service, YES!, B&Q do sell some crap, YES! their service sometimes misses the mark BUT for Gods sake it's not life or death, its DIY!.

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