AIBU to feel underwhelmed by this customer service?

[olivia14]

AIBU to feel a bit underwhelmed by the customer service I received from B&Q today? Phoned them after I was charged for something I didnt buy, it went like this...

ME: Hi I have just got home from your store and I have been charged £30 for gas I haven't bought, the girl on the till must have been checking a price and forgot to remove it
BQ: Oh okay
ME:...
ME: So can you refund me my money
BQ: Okay yea we will refund that for you just come back to the store now
ME: Is there anyway you can refund this over the phone as Im already home?
BQ: No, no there is just no way we can do that we just don't have the system for that, absolutely not
ME: Alright okay well I will have to come back another day as I cant come back today
BQ: Okay
ME: Right thanks then
BQ: What time did u come in?
ME: About 20 mins ago
BQ: Can you tell me the exact time on the receipt
ME: Yes it says 16:10
BQ: Okay I will get security to check, bye
ME: oh okay, bye

I only asked if they could refund over the phone as I worked in retail and we done this a few times. I know the staff member didnt need to provide an apology as it wasnt her who had made the error but there was no recognition for the inconvenience, not even an 'I'm afraid you will have to come back' and the way she said the thing about security sounded like she thought I was some sort of scammer and she was telling me they would check out to make sure. I understand they need to check, just the way she threw it in at the end then abruptly said bye

She probably hears the same story about eight times a day.

Absolute standard. Stores get rung up all the time with fake stories with people trying to get refunds for this that and the other absolutely right that they check cctv to make sure it's not a made up story. Asking them to come into store weeds out alot of the fakes.

Not unreasonable B&Q are quite rubbish at this sort of stuff but very good on the ground floor IMO.

@1vandal2 True it probably does happen a lot, just disappointing the genuine customers get treated the same way as the thief's

@elephantoverthehill Yes they certainly were rubbish, I am now going to have to go back tomorrow and deal with it, I shall see how their customer service is then before deciding how big a glass of gin I shall be having tomorrow evening