Bang! There goes one star. Oh! And another.\n\nAfter spending literally thousands in B&Q on a house renovation project, the boy picks up the wrong light switch. He's lost the receipt, which doesn't help, but like most of us do, figures he can just do a simple exchange for the (cheaper, so at a loss to him rather than B&Q) right one on the Saturday of the bank holiday weekend. But then he didn't take into account the B&Q returns policy (no receipt no joy), nor the snarky attitude at the customer service desk which had him in a rage like I hadn't seen before. \n\nNow you seem, there is a balance here - because there were 2 girls on the desk. Girl number one speaking to him as if he is some form of creitn for not having his receipt, huffing and puffing and generally behaving like the spoiled teenager being forced to work a bank holiday weekend she seemed to be. \n\nOn the other hand, girl number 2 politely informed him of the returns policy while girl number one screeched in the background \""show me it!\"" demanding to see the exchange the boy had returned with before \""allowing\"" the transaction to continue. \n\nTreat someone like a common thief and suddenly you don't have an eight quid argument, you have a five grand one, as the boy was on the edge of cancelling our new kitchen. Thankfully, he didn't, although I wouldn't have blamed him if he did. Customer service is an art, not a chore. \n\nIn future, there will be less trips to B&Q and exploration of other outlets and a recommendation to the business - if you want to keep your customers, don't scream at them and treat them like common criminals. Girl number two was perfectly able to deliver the same message as girl number one (although at the disadvantge that girl number one was determined to make the boys \""customer experience\"" miserable by screeching while the other girl was serving him) which would have had the boy hang his head and remember to look after the receipt the next time, but girl number one's crappy attitude was the one that stuck and disappointingly so, resulting in raised hackles and frankly arguments that never needed to be had in the first place.