“Don’t Do It”

B&Q Customer incensed with "Double Standards"
Emdad Rahman

A consumer has launched a scathing attack on the B&Q Beckton store after he was refused an entitled refund on a product.

Moklisur Rahman, a regular customer at the DIY giant has called for consistency and accused the store of "double standards."

Singling out the store in Beckton, Moklis said; "I believe that Beckton B&Q operate a poor level of customer service with regards to geographical location and the general make up of their customers.”

"I believe that apart from local people these double standards are applied to the clientele that frequent the store.

“They believe we are ignorant and ill informed and treat us accordingly," he added.

"I'm pretty sure that I'm not the only unhappy customer and I would call on the head office to send in ghost customers to see for themselves. This would be an appropriate exercise for their service evaluation.

Moklis returned a Mitre Saw under the terms of his 2 year guarantee - "the staff were not aware of the returns policy, they simply refused to entertain my request, he fumed.

Moklis was initially told he would be given a number for the manufacturer. When he received no call he acquired the manufacturers number from the internet and called up. He telephoned and was told that the item was a B&Q product and the store was bound to deal with the guarantee.

“I returned to the store armed with this knowledge,” said Moklis. Customer services were not aware of the policy and Moklis called the number he had dialled earlier. Staff called and were given the same info I had been provided.

B&Q called back to say that he had used the saw excessively according to the in store hardware specialist and would not honour the guarantee.

Moklis said; "I said this was typical of Beckton B&Q and I would take this further. During our discussion one of the managers even threatened to take a picture of the product and circulate it to nearby B&Q stores, promising me that I would receive no exchange.

“His unprofessional approach displayed a total lack of respect.”

Two months later Moklis has taken the saw to the store in Lakeside. “Staff called the manager and honoured the guarantee,” said Moklis.

Moklis eventually received a full refund from the B&Q store in Lakeside. "Staff there were of a completely different calibre," he said, adding; "they were more professional, friendly and customer focussed.

“It's sad that I had to travel so far for what I consider to be my statutory right.”

“I have faced similar treatment from the store,” said Samad from Bow. They lack empathy and the staff have no people skills. This is a bad business move as it is us that pay their wages at the end of the day.”

Staff at B&Q Beckton were unavailable for comment.

B&Q is the largest home improvement and garden centre retailer in the UK and Europe and the third largest in the world.