B&Q

Stevie_K

I have just finished getting B&Q to install a kitchen in my flat.

The reason for choosing them was for the all in one process of choosing the kitchen, designing what we wanted, delivery, and installation.

It has been a complete farce from start to finish and I will never ever use them or recommend them to anyone ever.

We paid £2500 for components and another £2000 for the services, or lack of service they provided.

The kitchen installation began on Monday. We spent last week chasing deliveries and trying to speak to a B&Q manager who would take our complaint seriously. Also, chasing up the works schedule to see what the installation team would be doing and what they wouldn't be doing. We are still waiting on this despite repeated phone calls.

On Tuesday last week B&Q called to say that certain items weren't in stock and did we still want a delivery on Friday. This is after sitting on the money since August and knowing the kitchen was being fitted on Monday!  >:(

We had store managers substituting B&Q own brand products for the brand name products we had bought and paid for just to get rid of our complaint and lying to us about how these items were checked before despatch. >:(

And after the installation was completed today the oven stopped working after 2 seconds. The installation team were good though but they were contractors!

Has anyone else had this experience of B&Q?

I am still waiting on a manager calling me back with a suitable explanation of what services we were paying for!

travelchick

Ow sounds like they did a pants job :-/
I got my kitchin from B & Q i loved the sevana which in flat pack was the corona? paid £400 for 8 units fitten cooker hob in silver,and 5 years insurance. I asked how much to fit it and they told me min of £999 on top
So will get a contractor in to do it
I would check to see what make of kitchin you have and how much the flat packed one would have cost you and then find out just how much instillation has actually cost you?
Maybe then you could get some money back? not sure how it works
Hope that helps
Trav
:-*

Stevie_K

Yeah already know all that.

Not complaining about the units or the fitters. Only have 3 snagging issues which are the oven which stopped working, a worktop which had to be angled in and you can see the black join underneath, and a cupboard supported by a piece of wood.

I have repeatedly asked the for a schedule of work to see what makes up the installation charge. Seem to be getting nowhere and from what I can gather from phone calls, not all the work was completed.

Just worked out Rob Cissell's, B&Q CEO email address. So I have sent a copy of the complaint to him. Let's hope he takes it more seriously than his employee's do.

When the kitchen was delivered on Friday the delivery company TNT said they already had 2 kitchens refused that day. One of his colleagues got sacked for telling a customer not to use B&Q as they were a bunch of fannies. lol

Anyone any suggestions how to take this further?

worldtraveller

...your contract is with B&Q. They are responsible for the goods supplied (or not!) and the installation. If they are agents for the contractors, they are still legally responsible for the work. Write to your local branch and send copies to head office, clearly expressing your grievances and also send a copy to various media (BBC Watchdog, newspapers, etc.) and show on your letter that you are doing so.

I know it's a lot of work, but these companies hate bad publicity and you need to tell them that you are contacting various media.

Keep calling and insist on a quick resolution of your problems, or you will take legal action.

Stevie_K

Been to the local branch, phoned them, phoned the Installation Centre, phoned Customer Services at head office. None of them speak to each other and they all seem to think that giving us the correct goods and we'll go away. It's about the lies and trying to fob us off with own brand goods when we paid for brand name stuff that's the problem. Everytime something goes wrong we get the apologies then something else goes wrong.

Well after 3 months of being messed about and lied to we won't go away without an answer. We have contacted watchdog and trading standards. Hopefully we might get some sort of compensation as you pay a premium for the services B&Q are supposed to give. But I won't hold my breath.

Next step will be reporting the complaint to the trade body which appears on all their brochures.

worldtraveller

...I'm sure you are doing all you can and I fully appreciate the work & aggrevation involved. The small claims court may be the next best place to resolve the matter.

Good luck!

webmasterpolo

I wrote to Rob the CEO last month about a minor complaint, got a reply from some lacky with a £10 voucher. Same with every company, the CEO's will never read any of the complaint letters.

LOL, phoned Whitebread the other day and asked to talk to the CEO's PA and the first question the receptionist asked was "is it a complain?" then "which company?" lol, must happen all the time, the complaints are dealt with pretty much the same as a letter addressed to C/S with most companies. Although sometimes you do get a manager reply which is better than the usual pleb.

Stevie_K

Worked out B&Q's CEO Rob Cissell's email address  ;D

Got a reply back from his Executive Office to say that the complaint will be investigated fully and they would come back to me.

I wait with baited breath to see if I get any sort of decent reply back.

Could always publish his email if anyone else has a complaint. 8)

Stevie_K

Got a reply back from the Chief Executive's Office at B&Q.

They have investigated the complaint and passed it to the UK Customer Services Director to ensure it never happens to another customer again.

Also managed to negotiate £500 compensation from them too.  ;D

We should set up a thread on what the best method is to complain. I usually write the complaint letters at home and to date have received back over a grand for my efforts.

bridiej

Excellent result!

worldtraveller

...sounds like a good result and thanks for the feedback!