Quick Link: B & Q

"B and Q employees - stop moaning about complaints"

It's all well and good to say that problems are in the minority, but it is how a company deals with this minority that gives customers the impression of good or poor customer service. As for B & Q are only suppliers - so what? I paid B & Q my money so they are the ones that I have a contract with. Their contract with their suppliers is their problem - both in law and in a customer service sense. I own a retail company - if I treated customer complaints as B&Q treat theirs I wouldn't be able to sleep at night. 
My dream kitchen is a nightmare - only grateful I didn't have B&Q fitters. The kitchen "designer" failed to measure correctly, the only design spec we gave him was that our brand new cooker must fit into the kitchen, and our exisiting washing machine and tumble dryer must fit in. Guess what? They didn't. Thanks to the manager of our local store failing to believe me until he sent out a sales assistant to check, I became increasingly irate with him, condescending wasn't the word. They replaced god knows how many parts to make the kitchen fit (eventually) but all the parts they replaced cost less than the originals, tall units replaced with base etc. This morning I got £80 of vouchers from B&Q. How nice. Pity they couldn't be bothered to call me to tell me the replacement worktop due to arrive last Tuesday won't be here for 8 weeks now. 
If you work for B&Q I'm sure you're a nice person at heart. But you work for B&Q and you work with customers, accept the complaints.