RE: [OT] On the subject of crap customer service...

[Frost Neil <Neil.Frost@xxxxxxx>]

I just thought I would summarise my recent B&Q experience....

I ordered some 3meter coving last Wednesday night to finish my bathroom
off
and was expecting delivery on the Friday, got the confirmation email at
around 22.50 on the Wednesday evening.

16.30 came on the Friday and I phoned.....
"Oh sorry someone should have phoned you" they said,
"Yes!" I said "When can I expect delivery?"
"Well we're out of stock of those and we haven't got any on
order"
"But I ordered on your website" I remarked, "which said they
were in stock"
The woman continued "It can take up to 45 minutes to process the
order
online, someone probably phoned an order in 'cause that's quicker"
This I was a little miffed about.. "So I order from the website, you
send an
email to confirm the order saying it will be delivered next working day,
but
some one jumps ahead of me on the phone while my order is being
'processed'?
Aren't your systems linked in someway to check stock? Doesn't the stock
ordered on the web not even get earmarked while payment is being sort?
Even
if that's not the case SURELY when an order can't be fulfilled by the
warehouse you would place an order with the supplier or even just phone
the
customer to let him no there's a delay?

She said "sorry I don't do anything with the warehouses!"....

There were no supervisors present they were "off sick for a couple of
weeks"
but I could speak to someone the next day.....

I cancelled the order just to spite someone....(myself as it turns out
anyone know where I can get plain 3meter plaster coving... :(  )


Grrrr

Neil
-----Original Message-----
From: Ant Skelton [mailto:ant@xxxxxxx]
Sent: 02 October 2002 21:38
To: ukha_d@xxxxxxx
Subject: Re: [ukha_d] [OT] On the subject of crap customer service...


White, Peter wrote:
> I always rated eBuyer up with the Screwfix's

You obviously haven't had the pleasure of screwfix's recent policy of 
shipping stuff in bin bags then! We received an order in work where the
bag was all ripped open and most of the contents lost, including two 
drills. The delivery guy couldn't understand why we wouldn't sign for
it.

ant

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Megawatt Winged Avenger



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