Froward the letter I wrote to B&Q headoffice I am extremely disappointed by the level of customer service and professionalism being exercised by B&Q. My problem lies in the fact that I ordered my kitchen from B&Q on the 11 Aug 06 (order number 18204115). The delivery date for the order was set as 26 Sept 06. On the 23 Sept 06, I received a call from B&Q to inform me that due to the unavailability of stock I would only receive a partial delivery. The remaining stock would be delivered on the 19 Oct 06. I requested all goods to be delivered on the 19 Oct 06 since it was more convenient to have everything delivered at once. Everything seemed to be going fine until the 19 Oct 06, the delivery date. A member of B&Q staff called around 11:00am to inform me that part of the kitchen, mainly cabinet doors, would not be delivered until the 16 Nov 06. However, the majority would still be delivered. I was relieved to hear that since I had my old kitchen removed on the 18 Oct 06, just the day before. I consulted my joiner who said that as far as the main units are delivered, I should be fine. As a precaution, I called B&Q around 3:00 pm to re-confirm whether I would be receiving the Kitchen on that day. I was devastated when I heard that the Kitchen would not be delivered. A member of staff from Delivery Center, told me that it was unlikely that I will receive the kitchen within next week and that someone from B&Q will call me next morning to confirm the delivery date if they are not busy. I had no choice but to wait. Next day, on the 20 Oct 06, I spoke to a member of B&Q staff named Shawn from the Delivery Issues Department and inquired about the status of the pending kitchen delivery. Shawn advised me that the kitchen will not be delivered until the 16 Nov 06. I updated him with the situation, along with the fact that I had already disposed off the old kitchen and how crucial was the kitchen for me. He asked me if I still had a microwave and advised me that I can still cook in the microwave. When I told him that I do not cook in a microwave, he offered me a steamer worth 30 pounds. I really felt at that time that I was being played. I questioned him whether he would be able to survive with a steamer for a month. He replied that he well could and that I should co- operate more. Having heard enough I demanded to speak to the manager. Shawn declared that he was the duty manager and was the most superior person I could reach at that time. When I asked him about his full name, he said that in accordance with the Data Protection Act he could only provide me with his first name Shawn. Later I threatened him that his name was going to superior authorities and re-confirmed whether he was the real manager. He changed his statement that he was not but his role was equal to a Duty Manager. After realizing things might go wrong Shawn advised me that he would chase the delivery for me and re-arranged it on the 27 Oct 06 (partial delivery). Such was the level of customer service which has totally changed my impression about B&Q. Till date I am unsure about the exact date I will receive my kitchen. I went to B&Q store a couple of times and they said that my problem was not dealt at their department and I should call Delivery Center. Had I been informed two days earlier, as per B&Q's terms & condition, about the change in delivery date, I would have been in a much better position to carry on my daily life. Now, I am without a kitchen and who should be held responsible? And best B&Q could do for me is a 30pounds worth steamer until I receive my complete kitchen? All my kitchen accessories are lying around my flat and I have to survive on take away, which has added onto my expenditure, but most importantly, this carelessness and poor customer service level of B&Q has distressed me and my family mentally.