"That's great and all..."

A review of B & Q by Keith (B&Q) written on Sunday 22nd of November 2009

Take the complaints? Ok, let's step back a second.

Let's say my name is Keith. I work in the Bathrooms department at your local B&Q. If your kitchen or bathroom has had problems with delivery, then I'd be more than happy to get you any parts you need, help get anything uplifted - anything that I can do, I will.

Ok, now this is where you'll need to use your head. Let's say the daily budget for the department is £6,000. I need to spend the day sorting out small customer queries, taking money and booking design appointments. That is what I am paid to do. If you have a MAJOR problem with your order, then I can leave a message with the after sales team and they are paid just to help you after you have paid, but have had problems with your order. That is their job.

People who rant and rave in the store not only waste my time, kill my brain cells and drive me to getting near violent should be banned from the store. In fact, here's a bib B&Q inside tip. If a nice customer enters the store with a complaint, handles it in a socially acceptable manner (even if their kitchen is a horrific mess) then they get priority. A crazy angry customer does not. So for anyone who has a major problem and rants at a SALES ADVISOR - especially at the weekend will get less help, will take longer to get help and has a chance of being banned from the store. That's the real policy.

Although, it's sorry to hear about your kitchen nightmare, hope you got it all sorted it. Quite frankly, I hate our suppliers and the fact they keep us as much in the dark as you.

Go to Ikea.

Regards,

Keith.

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