Discussion
Which B&Q branch was this?
The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
Deva Link said:
I rarely go to B& Q - There's usually a nearby Screwfix, which, as they're owned by B&Q, generally sells the same stuff and then more too. And they're usually cheaper.
We are not owned by B&Q, both companies are owned by Kingfisher, but are run as seperate entities and completely differently (and SF is doing much much better than the orange peeps at the moment!)Feel so much better for getting that off my chest.
PS, SF sell oil filled radiators, and we know what they are so you won't get fobbed off with fan heaters or central heating radiators
AmitG said:
Which B&Q branch was this?
The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
If only every shop hired assistants up to the job. The smaller privately owned companies who shine are best rewarded with repeat custom.The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
Years ago I went into MFI to buy a couple of folding chairs. I found just what I was looking for and took them to the checkout.
The barely conscious girl on the till scanned the barcode attached to them and then said "I'm sorry sir, these are out of stock"
It took me a few seconds to realise what she was saying. I tried to explain that they couldn't be out of stock because there I was holding them, but she was having none of it, and wouldn't sell them to me.
In the end I just dropped them on the floor and walked out. No wonder they went bust
The barely conscious girl on the till scanned the barcode attached to them and then said "I'm sorry sir, these are out of stock"
It took me a few seconds to realise what she was saying. I tried to explain that they couldn't be out of stock because there I was holding them, but she was having none of it, and wouldn't sell them to me.
In the end I just dropped them on the floor and walked out. No wonder they went bust
I stopped using B&Q a few years back for two main reasons, the traffic in Reading and the apparent evolution of the shop away from being a DIY focused builder merchant towards some kind of slightly more well stocked version of Focus.
But then I'm fortunate to have a Wickes, a Selco, a Toolstation and a Screwfix all within 5 mins by car.
Oh, and I now have moved Screwfix to the bottom of my call in rosta as the last few times I've been in they've either not had what I wanted in stock, or only had 1 in stock when I've needed 5 or so. That's frustrating after the 4th or 5th time of visiting.
I remember the good old days, about 30 years ago now, where B&Qs was a very builders mechant type place that the public could use. Selco and Wickes have now pretty much moved into that market.
But then I'm fortunate to have a Wickes, a Selco, a Toolstation and a Screwfix all within 5 mins by car.
Oh, and I now have moved Screwfix to the bottom of my call in rosta as the last few times I've been in they've either not had what I wanted in stock, or only had 1 in stock when I've needed 5 or so. That's frustrating after the 4th or 5th time of visiting.
I remember the good old days, about 30 years ago now, where B&Qs was a very builders mechant type place that the public could use. Selco and Wickes have now pretty much moved into that market.
Mobsta said:
f only every shop hired assistants up to the job. The smaller privately owned companies who shine are best rewarded with repeat custom.
Amen to that.On the one hand, shops complain that they can't make money through bricks and mortar stores. On the other hand, they provide no value-add through this channel. You might as well go on the web.
I have a real thing about good customer service. It will often tip the balance even when the goods are more expensive or not exactly what I was looking for.
furtive said:
The barely conscious girl on the till scanned the barcode attached to them and then said "I'm sorry sir, these are out of stock"
The problem is disconnection between Head Office and the front line. People in Head Offices forget that their salaries are paid by the customer-facers in the nasty stores full of scary public.
fulham911club said:
craigthecoupe said:
if you don't know what an oil filled radiator is, you're an idiot.
Thanks for that. Really helpful. Do you know what a Quanto Range Accrual Swap is? No? you must be an idiot......Simpo Two said:
fulham911club said:
craigthecoupe said:
if you don't know what an oil filled radiator is, you're an idiot.
Thanks for that. Really helpful. Do you know what a Quanto Range Accrual Swap is? No? you must be an idiot......furtive said:
Years ago I went into MFI to buy a couple of folding chairs. I found just what I was looking for and took them to the checkout.
The barely conscious girl on the till scanned the barcode attached to them and then said "I'm sorry sir, these are out of stock"
It took me a few seconds to realise what she was saying. I tried to explain that they couldn't be out of stock because there I was holding them, but she was having none of it, and wouldn't sell them to me.
In the end I just dropped them on the floor and walked out. No wonder they went bust
Maybe you picked up the ones that are there to show you whats in the range. Bit like Rhod Gilbert and the Egg and Cress sandwich on the train:The barely conscious girl on the till scanned the barcode attached to them and then said "I'm sorry sir, these are out of stock"
It took me a few seconds to realise what she was saying. I tried to explain that they couldn't be out of stock because there I was holding them, but she was having none of it, and wouldn't sell them to me.
In the end I just dropped them on the floor and walked out. No wonder they went bust
http://www.youtube.com/watch?v=G6afnyV8bf8
7'06" onwards.
Staff training, yesterday: http://www.youtube.com/watch?v=vh5kZ4uIUC0
AmitG said:
Which B&Q branch was this?
The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
i returned a load of stuff a few weeks ago, about 10 mins before closing. the person who served me was extremely friendly to the point where i also emailed in a 'thanks' - too many complaints, very few people thank good service.The quality of service at my local one (Greenwich SE London) has gone really downhill in the last 2 years or so.
Previously they used to employ a lot of older people who were generally (and I know there are exceptions etc.) excellent. They had knowledge and interest. You told them what you thought you wanted, they helped you understand what you actually wanted and then took you to it.
Once I needed some wood to make a little set of shelving. So I went over to the wood section and started hunting for what I thought I needed. Got approached by an older-looking bloke asking if I needed any help. To cut a long story short I walked out with all the pieces cut to size by him and a hand-scribbled note on what to do with them when I got home
I remember I wrote an email to the manager commending him and got a nice email back.
Now, the staff don't seem to have much knowledge or interest in DIY. They don't seem to be able to do anything that you can't do yourself by hunting through the store and looking at the labels. They don't seem to have any sense of what they stock and they can't help you choose. They don't add any value.
I had the OP's experience when buying kitchen units. I asked the man for a certain size of unit and he first claimed they didn't exist and then (when pressed) said they must be out of stock. I checked the website and it said that the Greenwich branch definitely had them, so I hunted through the store myself and found a big pallet of them.
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