I am absolutely shocked at how much I've been lied to and misled. As a well known company, i was expecting reliability of some sort, but i was so wrong. I ordered my kitchen in December and was told it would come on 23rd of Jan. When the date arrived and I didn't get my order, I practically called every single day and even visited the store on numerous occasions, I was given excuse after excuse and fake apology after apology with no real solutions put forward. It got to the point where I would speak to a new member of staff each time i called and they would promise to look into it and call me back but then they would vanish! It turned into a game of chase with me calling everyday asking to follow up with the person I spoke to last and being told ' they are on a break', 'they go home at 2', 'the admin lady has left', 'our system is not working', 'our system thinks there is an outstanding balance', 'there is nothing we can do', 'give me 2 days to find out' and then one by one each person would disappear and I'd never hear from them again! So ironic that there is no consistency whatsoever in any of their processes (deliveries, orders, complaints procedures etc) yet each member of staff was consistent in providing awful customer service: lying, making excuses and refusing to take ownership. Even after contacting the managers and expecting more from them due to their position, we were still let down and fed excuses. it got to Mid February and my husband decided that if all the staff were trying so hard to avoid us, perhaps we should confront them face to face. We visited the store because we wanted to cancel our order and get our money back. We was shocked to discover that the duty manager wanted to remain in his office and use one of the junior sales staff as a messenger, going back and fourth from his office to the shop floor in order to communicate. We turned up at store and we STILL couldn't speak to someone face-to-face? B&Q do you train your staff on customer service? do you pay your staff to sit in their office and avoid calls?? Yet again we were told that the cancellation process would be tedious and long too and we were better off letting them resolve it. we were assured that things would be sorted and we would get a call the following morning with a new delivery date. In the end we did get our kitchen delivered, but surprise surprise, we had to jumnp through hurdles for that too. we were told it would come on specific day and took the day off work, when we called to confirm (because they never ever call to tell you anything) they then said it would be delivered on a different day!! finally we receive our delivery but one item is damaged. The delivery person takes the rejected package and tells us that b&q will replace- when we call b&q they tell us that there is no paperwork or any notes on the system to say that we had rejected the item??/ so even their delivery people are incompetent. every person at every level of this company will let you down and in the end after you are stressed out and sick, you will wish you never ordered with them. stay clear - the hassle is really not worth it.