Customer service, if the big companies like B&Q aren't bothered with it what hope is there for the rest of us?

As a business owner of a SME company I understand that the present market is very tight so you need to stand out and make that extra effort. I believe with a passion that at the heart of your company has to be customer service and delivery.

If this is my philosophy and that of lots of other companies out there why don't the larger companies like B&Q ensure that they do the same?

This post is unusual for me as naming and shaming companies is not what i do, but where do you go when you've exhausted all avenues and the issue is personal.

This isn't a rant about a company i don't know or use for other services, over the last few years i have put thousands through there tills. I have fitted out numerous projects using there stores and also a large number of my own personal projects where i have renovated properties across the UK.

Who is this company?

B&Q

Now you may ask yourself why i have stopped using this company going forward and what has happened to turn me against what was a valuable supplier, its simple.

Complete lack of any form of customer service or to put it bluntly not giving a damn about the customer.

Now let me say at the outset this is not aimed at all the people i have dealt with during my 3 month issue, as some have tried but all have fell by the wayside and i'm left wondering where to next.

A quick summary of issues;

I personally bought a kitchen for my house, designed by B&Q and to make things easy and seamless installed by B&Q in January costing over 17k. Kitchen arrived taking up a whole room, very excited and looking forward to seeing it installed.

Closer look wrong cornice completely, phoned designer who buried her head in the sand and was nowhere to be seen. Then we had a text sorry other out of stock till may, no explanations as to why no communication. 

Installers arrived, great engineers credit to the contractor that B&Q employ.

Start fitting kitchen they then start to notice bits missing, not little bits but a built-in microwave and coffee machine. After numerous call’s over the week by myself and the contractor it turns out the designer never added these from design to order, is the designer anywhere to be seen (you guessed it NO). Please bear in mind that the contractors redid my kitchen electrics to take these appliances and the cupboards are made for them.

Well the build stopped as there were to many items missing to carry on, even though I still have 4 extra cupboards and enough worktop to redo my whole kitchen. And there my kitchen stands today appliances missing, draws missing, cupboard doors missing, handles missing, tiling not complete, bottle fridge doesn't open and chip in a door surround. 

Where are B&Q customer service? Nowhere

After numerous calls to them it was arranged for a senior project manager to call around and survey and fix any issues, and this he did.

Over 3 weeks ago, he came and surveyed, he shook his head made all the right noises and said he would get it sorted. After 2 weeks of chasing and no reply I finally managed to catch him again by sneaking through the back door, the surprise in his voice when he answered the phone was hilarious.

Again I was told that he was dealing with it, I asked about the appliances and was told I would need to pay for them, ok not a problem but I had already checked in store and there’s a 6 week order time. When I told him this his reply was priceless?

You go on line and find something that fits? OK great I will do that but first couple of questions.

When I buy something will it fit the cupboard design, will it be OK with the electrics, will it fit correctly in the space and lastly will it be the same make as the rest of the appliances you installed?

His answer ow I don’t know!

OK give me the correct model numbers and I will source them myself and at least push the works on. Could you also give me a date as to when the install will be completed bear in mind were 3 months into the install.

His reply was I am working on it know and will contact you tomorrow without fail, guess what its Saturday we spoke Tuesday in my book that’s a big fail.

So Linkedin and all my 5000 + contacts would you call that Customer service? Answers on a postcard please to

#B&QCustomerservicesucks