I have mixed reviews about B&Q the online service I have recieved has always been good and this time has again been very good, prompt in dealing with my call and query and processed my order today quickly as I have an issue with delivery (can't get large lorries up my drive).
However what lets B&Q down is there in store staff and stock taking. I recently visited my local store - Erdington to pick up a lamp for my son's room and another lamp and light shade for my living room. There was only the display lamp available that I wanted but wanted to check if they had any others in stock. I waited over 10 minutes before someone came to help me (this is after a call had been put out on the shop floor). Eventually the man I spoke to who was unable to answer my query went off to find someone who could, they check and the computer showed they had some in stock but then had to wait while the items were found. The man came back to me and said it was probably best if he checked another store for me to collect my lamp from. My response well I was shocked I said I'm not travelling to another store when you are showing the items in stock here. He responded to say that even though the computer says they are in stock, they may not actually be in stock. They then found the lamps in store but they were high up in their storage rafters, this of course caused them and issue as they now had to find someone to find something to retrieve them, THIS A DIY STORE!!!!! Someone else came with a lifting devise and kindly got me a lamp down, what a very long process and shocking staff who don't seem to want to help. The other issue I have is with the stock counting process, I recently went to order a set of drawers and bedside cabinet one of the items were not showing in stock a week later I tried again and this time I managed to reserve the items ready to collect but then I got a call to say that one of the items was not in stock and had been discontinued, I was asked if I still wanted to order the other item even though I would not have matching furniture I politely declined. The stock issue seems to be a big issue with B&Q and when I have spoken to online staff they have said the same, just because its showing as in stock it may not be in stock. Don't offer an online reserve and collect service if you cannot commit to items being in stock.
So I ordered my drawers and bedside table and after a week of no one contacting me to arrange delivery I contacted B&Q who contacted the manufacturer direct who contacted me and said my items had been dispatched and I will receive a call within 48 hours to arrange delivery, again after no call I contacted B&Q who again contacted the manufacturer who chased things up and after lots of phone calls and blaming the delivery company B&Q checked the telephone number which they had on the system which was my old mobile number. Well you might say that isn't B&Q's fault, well at the time of placing my order on the phone the telephone number was taken and should of been updated but it wasn't and thus the very long wait and no compensation either. Also the items that I ordered do not come with screw covers so you can see all of the screws in the side of the furniture which is the Mulberry bed collection. Very poor B&Q.
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