The lack of updates to myself from B&Q was VERY poor. The delivery was scheduled for Thursday AM, (the small items arrived however the bulk items did not and the order was marked as complete on the app). I contacted customer service where i was advised not to worry, the bulk delivery will arrive between 1.30 -3.30 that day. I waited.. no show. Nor did anyone inform me it wasn’t coming. I contacted B&Q again, who said wait for a call from store that evening..store never rang. The next day, i still hadn’t received a call from store so I tried to call the store and resolve at the source, thinking that the items could turn up on Friday without and update.. store do not take phone calls, which is frustrating. I rang customer service for the third time where i was informed the wagon could not access the house and re delivery is scheduled for Saturday. The access issue I understand, its the very poor communication from store to myself that is the issue, why did it take me five phones calls, two days and time out of work for someone to tell me this information??? Not great. The call concluded that it was “AM” delivery but they couldn’t provide a time, just a txt and a call half hour to an hour before its delivered. At this point my confidence in receiving a call from B&Q was NIL. Anyway, i did receive a txt for “PM” delivery (another change-but ok). Saturday morning, I rang i rang to get a window or idea of delivery as the house is a building site and the moment and not lived in. I rang B&Q for a fifth time, where I was told me between 3pm-5pm. This was ok, i understand an exact time cant be given. However, I got a phone call from the driver at 13:17 saying he was outside the house. As you can imagine this i wasn’t there and already annoyed by the messing about and sheer lack of poor communication and customer service from B&Q. When a consumer had pre paid for a service, expectations are to be delivered. Communication is nothing to ask, i have worked in customer service for 17years and found this one of the worst firms to deal with. The store is at fault for not contacting me as soon as the wagon had to change the route. The failure in customer service has resulted in an unhappy customer, who will leave a bad review and inform their associates that B&Q have poor communication skills, resulting in delays and unnecessary stress to reorganise the consumers schedules. For £30 delivery, i would expect it to be right and when delays occur to have the courtesy of informing the buyer.