To date I have not had to blog about the same rant twice on Ranty Friday. I blog, I get it out of my system and I calm down again. Or whatever it was I was ranting about get resolved and that is the end of that.
Not this week though
The reason I spotted the gift cards in B&Q that made me rant last week was because we were in there for two things. Decorating stuff for J and E and their bedroom re-furb projects, and to look at getting a new bathroom. The new bathroom has been on the cards since the day we moved in.
Eight years ago.
We have one quote already but want another one to compare. Mr B duly measured the room and off we went. Apparently you can’t rock up and chat to somebody about spending money. Don’t be silly. You have to make an appointment.
So despite wanting to spend money and do something there and then we had to make an appointment for somebody to come out. Duly done for the following Saturday at 9.30am.
Foregoing a lie in. Again (will I ever get to stay in bed past 10am? I suspect I may have to die for that honour, but I digress). I was up, bathroom cleaned and ready for 9.30am.
It came and went
10.30am came and went
As did 11.30am
By 12pm Mr B was deep in helping J with paint shopping and had to go to B&Q anyway to get paint top ups so stopped by the bathroom desk and pointed out that nobody had turned up. They made some comment about “oh so that is where he should have been this morning”, apologised and sort of left it at that.
In the meantime I called B&Q and explained nobody had shown up and this where I started to get grumpy. I was told they could not look up the booking as I didn’t know the name of the guy coming out. Really? I can barely remember my own name, let alone the name of a guy I was told a week ago.
They couldn’t look up the booking on our surname, or our postcode. She took my number and said somebody would call me back.
Saturday came and went
Sunday came and went
Monday I got a call from the chap who was supposed to turn up who advised “all our systems were down on Saturday, do you still want me to come out?”
Systems were down? Why did nobody say that when Mr B went in on Saturday? They didn’t look like they were down when he stood there. Or when I called on Saturday? Nobody said “Really sorry, all our systems are down”. Nor did we get a call when the systems came back up
They had mobile numbers and an email address yet nothing. Nothing until 7pm on Monday night.
Customer service for me is all about how you handle things when they go wrong. And from where I am sitting this is not good enough. Certainly not good enough for us to want to spend a few thousand Pounds.
And as far as I am concerned B&Q have blown it.