"B and q's care to customer"

A review of B & Q by Rebecca written on Wednesday 5th of December 2007

Whilst I sympathise its not nice to have customers ringing and distressed where is their order. B and Q took the orders, organised delivery and liased with supplier, they even chose the suppliers to sell goods such as kitchens in their stores, to make a proffit. When things go wrong it should be up to the store who sold the goods to do any chasing and out of courtesy could maybe confirm by way of call to customers, has your kitchen arrived and are you sattisfied. The lack of comunication when things go wrong is disgusting and will decide the fate of such stores. Most kitchen customers have ripped out the old kitchen in anticipation and need for space for the new arrival and are understandably distressed when we realise the lack of kitchen means we cannot cook for our kiddies. I'm sure agrieved customers on the phone are purely tired and distressed and dont mean to be rude, if so, it could be politely pointed out you will help and could they calm down, rather than its not us but our supplier. Thats why b and q are failing where customer service counts. Staff can choose to go elsewhere if their bosses are letting them down, a trapped consumer finds it harder to leave and change mind when left dangling. Customer service is part of b and q job description, though they dont pay or train enough to make sure it is implemented. .

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