"PLEASE READ THIS- THE LOW DOWN"

A review of B & Q by Complait - Tuesday 14th of August 2007

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I have been working for B&Q to home now for nearly 2 years have probally spoken to some people on this site. I deal with 'escalations' and complaint letters.
basically if you ask to speak to somebody higher it will come through to my department.
Please read this before you make an opion in regaurds to some of the comment on this page:-

- CALL CENTRES.there are 3 different call centres that you may get through too. this may be the reason why some of you get different people each time. I always recommend that you note down who you have spoken too. if you cannot remeber you can asked the advisor to see if they are available as our systems do show notes from the previous agent.If you have had a problem with an agent address it with the next preson you speak too. how are we supposed to know theres a training issue if we aren't told.

- DELIVERIES. deliveries are either handled by ourselves or via third party carriers. sometimes the items you have purchased may cpome direct from the maunufacturers, this is why you may at times be given a different number.

-MISSING ITEMS. with missing items we endevour to call all customers at least 3 days before delivery. some of oyu may think this is not enough time but this is due to the actual way that the warehouses operate. think of all the items that B&Q sell and the amount of orders we take, if we save them all in a warehouse we would need one the size of england! the warehouse operate on a rolling stock system, this means that we have set delivery dates that our suppliers have to meet, as we 'pick' orders 3 days before delivery. If they don't deliver in time the item will not be there to pick and it will not go.
sometimes the issue may be greater than this and we need to wait a little longer for a delivery. this is when we advise item as out of stock. In this case there is literally nothing we can do unless a store has the goods available.

- CALL BACKS. the call centres are inbound. the agents will try to complete a call back asap but please bear in mind that if there is a high amount of calls it may be delayed.

- ESCALATIONS. when you speak to the next person up it may be nessacary for them to investigate further into the matter of your complaint, please understand that the agent has just looked at your order and need to fully understand what th esituation is and how to resolve it, every order is different and needs to be handled in different ways.

- COMPLAINTS- in regaurds to complaints, i have noticed someone on here saying that you can get more the further up you go, THIS IS NOT THE CASE and I can't stress this enough!!!. there is no point in email the cheif extecutive and the name given by a previous person is actually wrong. the best way to preceed is too first of all let your complaint be known by phone so we have a record of it and then write in with revelvant invoices etc. we need written documentation of your issues and substanciation.
Also B&Q does not pay compensation but will consider REASONABLE out of pocket expenspences.

PLEASE TRY DON'T LAUNCH INSULTS ON THE CALL CENTRE STAFF. THEY ARE AT THE BRUNT OF ALL OF YOUR QUERRIES AND IT IS A HARD JOB. REMEBER THAT WE MAY NTO ALWAYS SAY WHAT YOU WANT BUT IT IS BETTER THEN TELLING YOU A LIE.

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