"Former employeer's opinion"
A review of B & Q by Al - Thursday 5th of July 2007
As a former employee of B&Q many people have made valid points. If the fitters/supplier/price/colour is not satisfactory then it is not the guy/girl on the shop floor or at the end of the phone to blame - they have linited resources to help. However as a customer they are the people that you complain to. They are the face of B&Q so all frustration must be taken out on them. Ideally the customer would understand this, but then after a £6k kitchen going wrong, being understanding is the least of their worries. Some customers manage to be polite and understanding throughout (even when let down AGAIN!), others are very petty and make unrealistic demands. At the end of the day if the item is out of stock, yes B&Q have messed up, but they just cannot get it!
B&Q staff do not have enough training, especially on the products, they have a rubbish computer system. There are some staff that don't care, often because every customer is another complaint and they have got to the end of their tether. Other staff will go to the ends of the earth to help, but unfortunatly there are some cases when nothing can be done.
In conclusion: B&Q need to look into the entire business and get logistics/staff and fitters up to scratch or they will lose commercial ground.
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