COMMENT When B&Q can’t do it

No 5,860 - 19 July 2019

Editor: Fiona Garcia 01622 699 161

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Editor, Fiona Garcia: In This Issue

© 2019 Datateam Business Media Ltd. DIY Week incorporates Decor Retailing, DIY Retail Leaders, DIY Superstore, Do-It-Yourself Retailing, Domestic Electrical Appliances, Excellence In Garden Retailing, Excellence In Woodcare Retailing, Excellence In Timber Retailing, Excellence In Tile Retailing, Garden Retail Leaders, Garden Retailing, Hardware Merchandiser, Hardware Trade Journal, Homecentre, Home Storage Retailing, The Ironmonger, Ironmongery & Hardware, Lighting, Martineau & Smith’s Monthly Circular, Mercantile Guardian, Superstore Management, Tools Retailing, and Wholesale Leaders. No part of this publication may be reproduced by any means without prior written permission from the publishers. Every effort is made to ensure the accuracy of material published in DIY Week. However, Datateam Business Media Ltd will not be liable for any inaccuracies. The views expressed by contributors are not necessarily those of the editor or publishers. DIY Week is registered at Stationers’ Hall. ISSN 0954-8823. DIY Week is printed on environmentally friendly paper; both text paper and cover stock are elementary chlorine free and sourced from paper suppliers with a well planned environmental policy. This issue of DIY Week includes some editorial photographs provided and paid for by suppliers. Printed by Buxton Press.


The latest headlines from across the home improvement and garden sector

P15 / AN INDEPENDENT REMEMBERS A look back from our independent hardwareman, as

he recounts his stories from the shopfloor

“I’ve heard similar stories detailing poor customer service and products out of stock”

Founded in 1874

A spell of scorching weather in recent weeks seems to have given retailers a boost – with 90% of respondents to a poll describing sales in outdoor living as either ‘great’ or ‘good’, as consumers have finally had the opportunity to enjoy and entertain in outdoor spaces. I have also used the recent good weather to get out in my garden and make some much-

needed landscaping changes, although I am absolutely positive I’ve not been doing my bit for the environment or water conservation by choosing to lay turf during the height of summer and a heatwave. Fortunately it’s fared well and the daily watering sessions have come to an end. I have also filled empty beds with a host of new plants – a number of which are drought

resistant – thanks to inspiration from this year’s Hampton Court Flower Show. And, visits to several local garden centres armed me with the products and advice I needed to crack on with the project. I only wish the same could be said for my dealings with B&Q this season, which on almost every occasion I have found to be lacking – either in product or service. Its in-store garden furniture offer left much to be desired in several stores I have visited and,

when looking at a couple of choice pieces online a few months ago, I found nothing would be available in time for either of the Bank holidays in May, which I imagine left a number of potential customers disappointed and resulted in them going elsewhere. Speaking to one member of staff who works in a store north of London, this is not a rare occurrence, and she often attempts to order outdoor living lines in for customers, only to find, at the end of a very lengthy process, the items are not actually available. The most frustrating experience I had recently was with the New Malden branch and a member of staff who clearly couldn’t be bothered to answer a simple question about whether a delivery had come in, insisted on transferring me to an unmanned garden department and then decided to stop answering the main phone line altogether. Not a great look for one of the retailer’s flagship stores. Sadly, this incident isn’t isolated and I’ve heard similar stories from other people in recent

weeks, detailing poor customer service, products out of stock and all sorts. It seems a shame B&Q stores aren’t able to get their act together during this key trading period. A lot of effort is going into its new GoodHome venture but is that at the expense of the other stores in its estate?

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The first in a series of reports from the 2019 Global DIY Summit P20 / OUTDOOR LIVING

Trends, insight and industry comment highlighting key opportunities in the category

19 JULY 2019 DIY WEEK 3 Published by

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