"For people with delivery issues"

A review of B & Q by B&Q Staff Member - Tuesday 4th of December 2007

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I am a staff member at B&Q and as I work at the front of store I often deal with customer comlaints, Alot of the time the problems arise due to a misunderstanding of procedures.

Most of our kitchen deliverys for home delivery come straight from the supplier and as such B&Q staff do not have access to deivery dates nor do we have control over what is delivered and when.

I have had one lady phone the store screaming down the phone at me because she has yet to receive her delivery due today by 4pm, I type her order number into our ordering sytem to check on the progress and see that it is coming from the supplier. I then place the lady on hold and phone up to our showrooms department and get the suppliers telephone number and pass that on to the lady.

While doing this I am trying to serve customers on the checkout as we dont have an operater in our store and all the phones ring at once.

The next call I take is that an item delivered was not what the customer expected...they are yelling at me down the phone while I check the order and find that they ordered the wrong goods and that it was not actually anything to do with us.

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