Here is my ongoing issue with B & Q... B and Q complaint – order number 1000494158 I am writing to bring to your attention a major issue and terrible customer service I have encountered with your B & Q store in Wallsend. We recently purchased a new kitchen, bathroom and ensuite and have encountered many setbacks since this was agreed. When finalising all plans for our kitchen, bathroom and ensuite we had agreed on everything and as the store was closing soon we were asked to go back and finalise the order, sort the finance out. When we went back, Gary Irwin, the gentlemen dealing with us and who has now left the company, had changed the bath we had agreed on which came to £350 for a one which was £750. Also we had requested a varnish which was £94 to be removed as we can purchase this elsewhere for about £25. He did this on the previous visit but when we went back it had been added on. This is an extra £494 which had been added onto our total bill, do staff work on commission? Luckily we realised and asked for this to be changed! Finance – it was declined on our joint account in my name so my partner put it in her name and gave her bank details. However when the direct debit came back it was for our joint bank. Is that normal procedure? We were given a delivery for all items due on Saturday February 10th 2018 so were looking forward to everything arriving, taking time off work to ensure we received the items. All 3 deliveries arrived and I spoke each to delivery driver and they told me 100% everything had been beeped off using the scanner on the barcodes. As ‘everything’ was delivered on Saturday 10th February we booked our kitchen fitter in Thursday February 15th – Sunday February 18th. We were not given any floor plans to give to the kitchen fitter. On Thursday February 15th the kitchen fitter started fitting units into place and soon realised that 397007125191 and 5397007125313 were both not included. Also the corner shelf unit arrived but the gentlemen who measured up our kitchen, Gary Irwin, did not take into account the boxed pipe unit in the corner of the wall therefore the kitchen fitter would have to cut the corner unit into shape! It will not be a nice finish, you will be able to see the boxed unit when opening the cupboard, and this was not explained to us. I rang the store up and explained the situation and staff were very abrupt saying ‘that isn’t how it goes’ and that there staff would never have told us we would get a unit to fit correctly into a boxed unit. I can guarantee that your now former employee did not say we would have to cut into the work unit! I had to take time out of work to get this mess sorted because I was paying labour for a kitchen fitter who couldn’t complete his work due to items being missing. The earliest delivery to get these two parts sent out were Tuesday 20th February, meaning I would have to spend more money getting the kitchen fitter back in and also taking time off work to ensure someone was in the house. Each time I rang the Wallsend store they couldn’t find my details and said I hadn’t placed any orders with them. Each time I rang, and I rang on 4 occasions, it took about 10 minutes to finally find my order. They had put a completely different post code in to what my post code actually is, how is that even possible to do? After discussions over the phone with a gentlemen called Paul this part was now sorted and work could continue the day after on other areas of the kitchen and now need not to worry. I rang B and Q the following day, Friday 16th February, to let them know the following after receiving a phone call from my kitchen fitter whilst I was at work; • Worktop for breakfast bar – 1200mm missing. • 1 full length door for 400mm base unit required to replace end draw and ¾ door as due to measurements being wrong the end draw wouldn’t function properly (would catch on door frame and only being able to open about 12cm) • Boiler – 2 oak gables were required for boiler wall unit • 1 deco end panel for wall unit required due to measurements being wrong yet again and having to use one elsewhere. I can understand one or two items being missing but this is now getting beyond a joke. I work 60 plus hours a week and don’t have the time to be chasing up something which is very basic and what your company will do thousands of times on a daily basis! After speaking to a lady called Molly she advised me she would look into our order. At first when I said that four items were missing from the order she started reading out items for the bathroom which made me get into a bit of a panic as I hadn’t even checked this stock yet. The breakfast bar was never even on the order! There should have been three wooden oak worktops on our order but only two were added on! The gentlemen who took our order, Gary Irwin, has actually left B & Q now and I spoke to Molly and a gentlemen called Paul and I was told there had been a few complaints in regards to his work since leaving, a bit coincidental. The rest of the above could be added on to our order but I was told they wouldn’t be able to send these out until March 1st 2018! I have paid for two kitchen fitter to work between Thursday 15th - Sunday 18th February but will now need to get them back out but do not know when they will be free as I booked them in a month in advance. Who will have to pay for this because of the mix ups from B & Q? That would fall to me and this isn’t cheap! I will also have a kitchen that will not be fully finished for the considerable future. Molly advised me that a duty manager would call me at 9am on Saturday 17th February to discuss my complaint. UPDATE from Saturday 17th February – after speaking with Mark the duty manager over the phone he advised me to come into store to discuss the situation. Another two items were missing on our order after checking the remainder of stock in my garage. Mark and a colleague rang a company that ‘delivered’ our items and said they had been scanned as delivered. I can say 100% these items were not delivered to my address on Saturday 10th February. Mark had sorted the valves and handles for me in store. I was shown the other options to quicken up the process for our breakfast bar, which had been left off the order despite being on the plans, and organised a discount rate which was highly appreciated. Mark had managed to get an order to receive the goods on the 22nd February rather than waiting until March 1st. Other missing items were all ordered and will be sent out on the 22nd of February. I appreciate that we were given discount on the work top bar and that delivery dates were brought forward. Mark said only one time it has happened where the delivery company have said they delivered the items but actually didn’t turn up but they haven’t turned up and we have had setback after setback. I believe that we are due financial compensation so we are not left out of pocket by inconvenience caused and by paying the kitchen fitter for extra days work. I look forward to your response. Thanks, Further updates… Further to the above I received two items on Tuesday 20th February 2018. The first, was a 3 drawer pack came and this is exactly what we already have. The actual draw and runners were not included, yet again, after asking for these to be added on Saturday 17th February with Mark the duty manager. The second item was supposed to be the full length 400mm door, again we have been sent exactly the same door/draw combo which cannot function due to wrong measurements by your staff! This item code was 5397007125313. We received an order on Wednesday 21st February, a unit and worktop which thankfully was correct. I rang up on Wednesday 21st February about the wrong delivery sent on the 20th and spoke to a gentlemen called Tony who was very helpful. He said he was sorry but another 3 drawer was getting sent to my house on Thursday but our 400mm full length door was also coming. How is it even possible to send the wrong door on 3 occasions!? The customer service has been absolutely shocking since we agreed to purchase our kitchen, bathroom and ensuite. Tony was helpful and logged everything on the computer and asked me to return all of the goods when suitable for me. He also said that the drawers and runners would be ready in store for me to pick up as they weren't even added onto our order! So we had a whole load of drawer fronts, but no runners or actual draws... I went into the store on Wednesday 21st February after waiting 45minutes in traffic to find out they couldn’t accept my returns as the systems had crashed, yet another load of time wasted. They kept two items that needed returned as they were too big to fit in my car. Spoke to a women called Kirsty who was helpful. She let me leave two items and wrote on my invoice and updated notes, were too big to fit in my car. Came back Thursday 22nd and surprise surprise systems were down... Spoke with Jack and tried to return goods but with system down I couldn't do this. Staff, young lad called Owen and a supervisor, had put in the system the items I had left in store and got asked to come back in on Saturday 24th February to complete returns. I arrived on the Saturday 24th February and I should have had 6 items ready to return, the system said I had 3 items to return! Basically the staff made me out to be a liar and demanded they check the cameras! I got it wrong in thinking I was owed refunds on a few products as I have had endless amounts of products sent out to me on different orders, was only due a refund on two corner pelmets (2 of the items they said I hadn't returned) and still needed to order and pay for a deco end panel (which was 'ordered' on Saturday 17th February with duty manager Mark) and at that time I didn’t need to pay for. With my bathroom about to get work starting on it on Tuesday 27th February I checked the ordered and everything on the sheet was there. I put my ensuite order to one side of the garage and my bathroom stuff to the other. Immediately I realised I have two taps to fit a bath and two sinks. So now the amount of missing items on my order are as follows; A tap 1 x wooden oak worktop 1200mm Clad on wall panel 400mm front door 2 x handles 2 x valves 2 x sets of draws and fittings Yet again I understand one or two items may be missing from an order but that is ten items, ten! An absolute joke! I rang up tonight, Monday 26th February, spoke to Jack who has been the only person helpful in this terribly stressful situation. He said sorry that the item was not on the list and that I should speak to Mark the duty manager tomorrow. Spoke to Mark on the phone on Tuesday 27th February and explained situation about the tap being missing. He has asked for me to come into store on Friday 2nd March to sort it out. Received tap at a reduced rate after going into store but still awaiting clad on wall panel and one other item!