B&Q Southend

Great product choices.

Mice walking around the mess of bird food that's all over the floor. It is good that the food packets are sealed nicely in boxes. But the mice encouraging mess on and under the shelves still needs cleaning up. It absolutely stinks in that area. Rental kill may be overdue a visit too, as the bait boxes look very un useful.

Almost my 2nd home! Very helpful and knowledgeable staff. Plant area is good with some bargains to be had on the half price stand. Vast range of everything necessary for the home decorator.

I purchased a real Christmas Tree from B & Q Southend last Friday. Tricia put herself out to bag the tree up and put the order through for delivery and ensured my name was pinned on the tree to ensure the hub sent me the tree I had chosen. In fact, I didn’t receive the tree I had chosen but that does not detract in any way from the sincere effort that Tricia put in for me on a Friday evening. Thank you for your great customer service, Tricia!

As you know I normally start with negative points first and then finish with the positive.

On this occasion I will have to mix them together.

I placed an order for delivery on Monday 28th November 2022.

Part of my order arrived and I was short another 7 items that were all the screws wall plugs and screw bits.

Contacted the customer services and was told by them that someone would call me back from the store within 4hrs.

I had a call back from one of the evening managers a young lady who was very apologetic and said that if they do not turn up on Tuesday by 5pm to give them a call and that they would arrange for them to be taken off the shelf in store and delivered to me.

She informed me that she had passed on my details and the issues in a email to lady that was going to be on duty on Tuesday as she was not in on Tuesday.

I called the store on Tuesday when my goods had not been delivered and after 30 mins of keep pressing no2 to speak to someone I eventually got to speak to someone, I was informed that the person that I needed to speak to was on her lunch break and If i give her my details that she will pass them over and that i would get a call back in 30 mins.

After no phone call back on Tuesday i attended the store on Wednesday morning and asked to speak to a manager. I spoke to a gentleman that was one of the managers working that day and was informed that that order had been closed for some reason, he apologised for the manager on Tuesday not calling back and filled my order as best as they could and had to find some replacements as they did not have everything in store.

He informed me that the lady who was on Tuesday night would contact me Wednesday afternoon and would return a full refund of the delivery cost. I had a phone call later in the morning from a lady double checking my email address and was told that the manager would be making contact when she arrived later that afternoon.

It is now Friday 2nd December and I have still not had a call back from the manager, or had a Email confirmation about the refund of delivery charge and have still not got the refund.

All in all quite a bad experience.

The Negatives very poor customer service from SOME of the staff in store and the outsource delivery company need to be replaced as they have shocking delivery correspondence, no email 24hrs before to offer a 1hr time slot for delivery or even to deliver it.

The Positives to come out of this was the lady I spoke to in store on Monday evening and the gentlemen manager I spoke to on Wednesday morning that filled my order., and the guy that was tasked to go an collect my goods.

Additionally

Additional staff customer service training would be an advantage, and if a customer is informed they will be contacted then they should do so.

Stock levels of a door stated 32. Me and a staff member had failed to find 1 after 15 minutes as many of the doors were in the wrong sections and some were unlabelled. It turned out they were up on a rack. I was told that they didn't know if they could retrieve one overnight so I could come back the next morning or the following morning. Needless to say I got the door elsewhere.

I was in your Southend store today and needing help to look for a curtain rail bracket and was very grateful of Jean who showed me exactly what I needed. Please Thank her for me.

After purchasing paint,on opening found the colour completely different from the colour sticker on the tin,even after a good stir/mix and leaving to dry.On returning the tin ,the lady on the paint desk was very helpful and gave the tin two good mixs with their proper machine, this was what was need,the result was all good,but the customer service was excellent, even taking me to payment tills and explaining the situation to cashier, so I wouldn't experience any problems leaving, believe the lady's name was Jean.many thanks.

Was messed around waiting for wood panels for a week by the delivery team. They gave me a voucher to apologise. But now I need items collected and again the same problem by the delivery/collections team. They called to say they are coming, only not to show up again.