B&Q SHOPPERS are furious as they’ve been unable to place orders or track deliveries online for the FOURTH day running. The DIY retailer had warned customers on social media that it was making planned upgrades to its site from 4pm on Sunday March 24. But while B&Q said its website was back up and running […]
B&Q SHOPPERS are furious as they’ve been unable to place orders or track deliveries online for the FOURTH day running.
The DIY retailer had warned customers on social media that it was making planned upgrades to its site from 4pm on Sunday March 24.
But while B&Q said its website was back up and running on Monday March 25, four days later its same day delivery and next day click and collect delivery services are still down.
With Mother’s Day this Sunday (March 31) it’s left some shoppers unable to order gifts for their loved ones.
One shopper called Sara tweeted: “I’ve been trying to order a plant pot for Mother’s Day. I’m over in Dublin and my Dad can collect it from one of your Liverpool stores.
“He wants to collect it Thursday. Will things be sorted tomorrow?”
She says she’s still getting an error message when trying to place the click and collect order this morning.
Meanwhile a Twitter user called Charlotte said: “I am trying to order something online but it won’t let me log in? I have tried to request a new password but no email has been sent across.”
And it’s not just placing orders that seems to be a problem. Other customers say deliveries haven’t arrived and that they’re unable to monitor their orders online.
IF your online order is missing or late, you need to complain to the retailer, according to consumer group Which?.
This is because your contract is with the retailer, not the courier.
And if your goods are still undelivered you should complain to the retailer.
If it was essential that your goods were delivered on time, you have the right to terminate the purchase and get a full refund – as long as you specified a delivery date with the retailer when you ordered.
Under the Consumer Contracts Regulations you can also cancel orders for most goods bought online the moment you place your order until 14 days from the day you receive your goods, and get a full refund.
But some items, such as personalised or fresh products are excluded from these rules.
B&Q says this problem should now be resolved but customers were still reporting problems this morning.
One Twitter user called Emma said a delivery scheduled to arrive on Saturday hasn’t arrived with no updates on when she’ll get it.
She said: “Is your system back up and running yet?! I’m getting fed up of not knowing where my order is!! Been paid for over three weeks and you still can’t tell me where it is!! Either sort it or give me my money back.”
A Twitter user called Liam said being unable to order items was disrupting his business.
He tweeted yesterday saying: “Doesn’t help when I’ve got trades booked on a certain date and can’t order what I need, I can understand maintenance going on overnight, but multiple days?
“Now entering almost four days disruption to service, will not be happy if I have to delay trades due to this farce.”
Another user called Lorna tweeted this morning: “So sick of @BandQ @bandq_help!! Placed order 19 Mar… still heard nothing.
“Rang Mon, couldn’t help due to systems. Rang now, kept on line ages then told other party disconnected! Are you kidding me! Can anyone actually help me?”
A B&Q Spokesperson said: “The outage of diy.com from 18:00 on Sunday, March 24 to the evening of Monday, March 25 was part of planned improvements to our systems which temporarily impacted some of our online services.
“We notified customers on diy.com and through social media of the planned outage ahead of the site going down.
“Customers looking to make a purchase during this time were offered a voucher for redemption once the site was back up.
“Further improvements to our systems are ongoing and as a result some services such as same day and next day click and collect services are temporarily unavailable.
“We will be restoring these services as soon as possible. We apologise to our customers for this planned temporary disruption.”
B&Q slashed 2,000 prices last summer in a bid to win customers.
In related news, we spoke to one mumwho spent three years disappointed with her “blue” B&Q cabinet only to peel off the film to discover the real colour.
While one couple has been slammed for transforming dingy home into “B&Q warehouse” with “eyesore” orange windows.
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