damage to wall on delivery. - Complaint about B&Q - A Spokesman Said

damage to wall on delivery.

Complaint about  B&Q  | AWAITING RESPONSE


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richard woods

07/10/2016

damage to wall on delivery.

Complaint about B&Q

So far here is a email of complaint to B&Q damage was done on the 06/10/16. Good Morning. I have been provided this email address from Gavin in your social media team. Natalie has experienced what we can only believe to be the worst delivery experience we have ever had. The order in question was for a bulk bag of gravel delivered on our drive way. Firstly The driver had a terrible attitude and complained to Natalie about the cars parked in the street. not our fault but had plenty of room to manoeuvre his truck to place the bag on our drive. whilst lowering the bag onto the drive the arm of the crane swung the bag and hit the end of our wall. this has caused the end stone to be removed from it's cement and is only being held in place by our gate. When challenged on this he simply didn't acknowledge it and continued. He then asked Natalie to unhook the chains for the bag for him then he could pull forward. I am astonished that such disrespect for a customer was given. He refused to acknowledge the damage to our wall and asked for help with the gravel bag when we have paid for this . We paid for a prompt and professional delivery service and received nothing but a bad attitude and a broken wall. The fact he asked Natalie to do some of his job for him and creating a health and safety risk by asking a customer to unhook a tonne bag of gravel with a moving crane arm. Richard has spoken to 3 people in your customer service team Elaine and Lorna advised they couldn't even take a note of the complaint however Paul from your B&Q to home team has claimed to have noted this as a complaint. Paul advised a manager was available to speak to and the line was cut off. I tried to follow this up through twitter and Gavin has advised me to contact this email address. Only Paul has offered an apology and this entire scenario has been poor from start to finish. An ideal scenario for a resolution would be for our wall to be repaired and delivery charge waived as a minimum. I believe B&Q may need to look into the driver training for dealing with this type of thing. The fact he ignored a statement about damaging our wall and expected my partner to unhook the bag from the crane arm quite frankly is unacceptable. We are currently renovating our home and have relied on B&Q for supplies over the past 2 years. From bathroom tiles to garden equipment with no issues until now. This is very disappointing and unless a appropriate solution is met our custom will stop. I have attached a picture of our wall and displays clearly the gap left from the gravel bag hitting the wall. I look forward to having this issue resolved. Many Thanks Richard & Natalie

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