B&Q - click and collect
Ordered some window cleaning fluid at lunchtime today, using B&Q's 'click and collect' system, thinking that this would speed up the collection process.
The goods were showing as in stock at our local branch.
Just as I got to the end of the payment process, their web site crashed. I didn't receive an email confirmation, but payment was taken from my card.
Called at B&Q on the way home. "Ah no, you cannot collect until the next day, and you need the email order confirmation".
If I hadn't bothered with their web site I could have just bought it there and then! 
Rang their "customer services". After an hour of hanging on and being cut off once, I was given an order number to quote and told that their email system wasn't working.
I shan't be troubling B&Q with any more orders......
Comments
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Wickes' are no better, Ian. Some weeks ago, down at the static I ordered some decking stain when they had a 2 for 1 offer on. No problem ordering, but collecting was a whole different story. Turn up at the "click & collect" desk at the Truro branch where the one assistant apparently qualified to deal with such orders was dealing with another customer. No problem, I thought, I can see our tins of stain sitting there, I'll just ask this other assistant who appears to be doing nothing. No, they apparently aren't qualified to deal with click & collect. Wait about 20 minutes and qualified person becomes free. Calls previously spoken to non- qualified person over and sends them to shelves to look for ourvtins of stain.
"Aren't they these tins there" I asked? "Oh no, we have to bring them fron the shelves for you" qualified person says.
10 minutes later non qualified person comes back empty handed - no such time on shelf apparently.
"But look", says I, "I've got my order downloaded here - it says order completed."
Oh, says qualified person and calls over another, presumably qualified person to ask for advice.
"Oh yes, that's those two tins says new person, I got them off the shelves as soon as the order came through."
How we laughed!
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The B&Q click and collect is certainly not a fast process but it recently saved me some money.
On a Wednesday evening after the local store had shut, I ordered a Bosh drill online and managed to get my 10% Wednesday discount. The next day I visited the store and was told that the drill had not arrived yet and I should come back on Friday. I pointed
out that they had the drill in stock but he explained that they cannot use store stock for an internet order. My only consolation was that I saved 10%.
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Hi Ian, we too have had a poor experience with B&Q, not click and collect but delivery when ordering online, several times. Our exasperation came when trying to contact and resolve issues. We have never managed to get a response from their customer service either by calling direct or emails. The difficulty is that they are a big and accessible store with a good selection for both DIY and professional alike. Many of their products are at a good price (especially those made in China). The down side is poor online customer service although the people that work in the stores could not be more helpful most of the time. A sign of the times I think.
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Same thing with OH. He's just come out of hospital having had his peron tube put in for his dialysis. On one particular evening, he had his bag changed, but had to get a nurse from CAPD dept downstairs to come up as there wasn't any nurses qualified on
the ward to do changes. Thing is, the staff on the ward are on a ward that is for accute kidney only0
