B&Q Who to complain to?

isplumm

chris_is_skint wrote: »

I just love this... I LOVE how you have tried to make it sound like the customer has not done enough to make B&Q's sales process actually work!! You, my sorry sorry friend, are totally deluded.

When you pay SEVERAL thousand pounds for a kitchen or bathroom which costs a fraction of that to install the bitty of cash left over (you know, after you've been paid for getting yer sorry !!!! to the house and all the materials have been paid for) is supposed to be for the SERVICE - watch now... S... E.... R... V... I... C... E... that B&Q provide.

What? NO???? The Customer is supposed to provide their own service??? Ahhh, is that why its so cheap?

Oh...

:TYOU'RE A LEGEND - YOU MAKE ME FEEL ALL FUNNY:T

Got to say this is weird ... you decide to open up a 3 month old topic to tell me I am deluded .... ???

Thanks for the legend bit ... much appreciated!!

Mark

Unhappy_Customer

Hi People,

I too had a hugely bad experience with B&Q.
I first visited their Stevenage Store 16 Jan 2010 and went on to order a bathroom and kitchen (supply & fit) in mid February. In May I finally got the kitchen installed (complete with a number of design and other issues). The bathroom installation never got confirmed and eventually I got my own plumber to install it. The Perdita BTW toilet never flushed properly from the start and I began complaining about this immediately. On one of the visits for a problem with the kitchen one of the contractors took a look at the toilet and said it would never work properly as the pan had not been cast properly. I advised B&Q of this but they referred me to PJH - their suppliers - who referred me to Wirquin - ? the manufacturers of the toilet. They took until last week to turn up and check out the toilet whereupon they have now agreed that it needs replacing. They then emailed to give 3 alternative options for a toilet using their own Part Order Codes - which are different to B&Q's with no photos of these. I also asked who was to pay for the re-installation of the product as I know the plumber will charge around £150 to to this. No reply as yet to this. As if this wasn't enough but I went away for a week and on day 6 my neighbour contacted me to say the lounge ceiling (under the bathroom) had collapsed - cause - broken washer to toilet cistern (this was just two months after installation). After much ado about everything B&Q did not address the issue and the plumber claimed it was a faulty washer supplied by B&Q! Meanwhile, back at the swimming pool previously known as my lounge....................... I have now contacted my legal insurance provider and am following their advice.

Good Luck to all of you who have ordered a B&Q Kitchen or Bathroom. By the way - PJH - their suppliers are just as dippy as they hardly ever get the order correct.:(

mathew78 wrote: »

Hi Guys & Girls,

Well What can I say, I purchased a Cooke & lewis kitchen @ the Paisley Branch, total price £8,775 which was paid up front. I placed the order on the 23rd May 2009 (sat) spoke to the sales chap, who was nice helpfull etc, anyway picked the kitchen with the lights and flooring etc... the designer came out to the house to take the mesures etc, job done....you would think eh. the designer confirmed that the company would contact us within 3 working days to get an install date, the company is called (DSP) who are based in Hillington. The process, confimred by B&Q that they send the order by computer to Hillington, however today, its 3 weeks from the order & not one person @ B&Q noticed that the order was not completed. this is when the fun started, I spoke to the designer who said -any problems give me call, which i did, I called him on Saturday, sunday, monday & tuesday, he didnt bother his backside -nice of him eh, I phoned the store who kindly kept cutting me off, I got through and spoke to a women who said she would call me back, guess what? she lost my phone number. I phoned back later & spoke to the chap who ordered the kitchen, I explained that all i wanted a date to install .i.e. 14 September 2009, that's 3months notice, they couldnt even confirm to that date. I told them to shove their kitchen ******* NEVER GO TO B&Q PAISLEY. sorry rant over. can anyone recomend a good company to get a kitchen???

B&Q rating out of ten
B&Q customer service - 0
B&Q order serivce - 0
B&Q after care service - 0

I could go on but i dont want to bore you all.

clever_username

Unhappy_Customer wrote: »

Hi People,

I too had a hugely bad experience with B&Q.
I first visited their Stevenage Store 16 Jan 2010 and went on to order a bathroom and kitchen (supply & fit) in mid February. In May I finally got the kitchen installed (complete with a number of design and other issues). The bathroom installation never got confirmed and eventually I got my own plumber to install it. The Perdita BTW toilet never flushed properly from the start and I began complaining about this immediately. On one of the visits for a problem with the kitchen one of the contractors took a look at the toilet and said it would never work properly as the pan had not been cast properly. I advised B&Q of this but they referred me to PJH - their suppliers - who referred me to Wirquin - ? the manufacturers of the toilet. They took until last week to turn up and check out the toilet whereupon they have now agreed that it needs replacing. They then emailed to give 3 alternative options for a toilet using their own Part Order Codes - which are different to B&Q's with no photos of these. I also asked who was to pay for the re-installation of the product as I know the plumber will charge around £150 to to this. No reply as yet to this. As if this wasn't enough but I went away for a week and on day 6 my neighbour contacted me to say the lounge ceiling (under the bathroom) had collapsed - cause - broken washer to toilet cistern (this was just two months after installation). After much ado about everything B&Q did not address the issue and the plumber claimed it was a faulty washer supplied by B&Q! Meanwhile, back at the swimming pool previously known as my lounge....................... I have now contacted my legal insurance provider and am following their advice.

Good Luck to all of you who have ordered a B&Q Kitchen or Bathroom. By the way - PJH - their suppliers are just as dippy as they hardly ever get the order correct.:(

Your username is straight and to the point.

I'd suggest you start a new thread with your question, this one is years old.

Led_a_merry_dance

They have a huge issue with Customer Service since it was centralised at Erskine, Renfrewshire. It used to me done by your local store and that is where it ends up being resolved from. My experiance is to contact your Local Store Manager (ring and find out who it is). Failing that contact the CEO Euan Sutherland at Chandlers Ford, Eastleigh and any other Director you can identify at the same office. The average number of contacts needed to get a matter resolved is 15. It took me 85 and nearly 12 months so be ready for the long haul. I never got one letter in that time or any e-mails so write everything down and log your calls as you will be living on that phone.

Mankysteve

Is this post part of a see how many times we bump up an old post game

CheekyMonkey

Mankysteve wrote: »

Is this post part of a see how many times we bump up an old post game

Do you work for B&Q or something?
The last post (before yours) was very helpful.

A friend of mine is just having a bathroom installed and apart from the complete suite not turning up and being 3 weeks late, the fitters have left the old toilet, no cistern and a bucket of water to flush....as they cant find a matching toilet.

FEDUPCONSUMER_2

I ordered some tiles from B&Q.COM on 11/2/11 they were supposed to be an 8 pack, i ordered 4 packs (to do a feature wall) and waited, and waited etc. I phoned B&Q to be told that their supplier had already spoken to me (strange i don't remember that conversation) and they would call me soon to arrange delivery,but that they wouldn't give me (the customer) the suppliers number. So another week went by i phoned again only to be given the number and told to call myself! i did and they said the delivery would be that week.... it arrived well 4 of the 32 tiles i ordered arrived. I called B&Q (many, many times)and was told by various people that it was definately 4 packs of 8 tiles i'd ordered and they'd sort it out. Then they said it could be the supplier at fault or their web pricing but i wasn't to worry as they would supply the tiles even if it would cost them £700+ if their pricing was wrong.... after many days waiting for the promised callback i called them today and was told. ''oh yes the manager said it'll cost us too much money as it was a web pricing error so we won't supply the tiles. We'll offer you ''3'' free and give you 15% off the rest... do you want to order them now?'' GRRRRRRRRRR, I advised that this wasn't good enough, the tiles were not ''obviously'' mispriced in fact they were still quite expensive for an 8 pack) and that the web is STILL showing them as 8 pks. ''Oh no it isn't, they've changed it'' said she.... ''oh no they haven't said i'' i have photographic (date timed) evidence that the website still has the same info. I spoke to their local trading standards who advised me to speak to Consumer Direct, who've advised me to send a registered letter (in case they lose it....) stating what's happened the evidence i have and give them 10 days to reply or i'll lodge a small claims case against them. I doubt they'll reply, they haven't so far. But i'm more then happy to take them to small claims. I'm thinking of using the freedom of information act to gain access to all their notes on my case (they always seem to need 10 minutes to read them before they can take me off hold and be no use to me.) and any taped calls should also prove useful providing they haven't ''lost'' them. If anyone can offer advice i would be most grateful :-)

FEDUPCONSUMER_2

in addition just thought i'd mention they've been advertised at that price since before Christmas 2010 (as i'd had my eye on them for my planned bathroom refit) :mad:

sirmarcus

FEDUPCONSUMER wrote: »

in addition just thought i'd mention they've been advertised at that price since before Christmas 2010 (as i'd had my eye on them for my planned bathroom refit) :mad:

In addition to the action that you have already undertaken, I suggest you try escalating or complaining to Ian Cheshire, Kingfisher (includes B&Q and Screwfix) Chief Executive, via sending him an email at [EMAIL="ian.cheshire@kingfisher.com"]ian.cheshire@kingfisher.com[/EMAIL].

Good luck.

kstan_2

mathew78 wrote: »

Hi Guys & Girls,

Well What can I say, I purchased a Cooke & lewis kitchen @ the Paisley Branch, total price £8,775 which was paid up front. I placed the order on the 23rd May 2009 (sat) spoke to the sales chap, who was nice helpfull etc, anyway picked the kitchen with the lights and flooring etc... the designer came out to the house to take the mesures etc, job done....you would think eh. the designer confirmed that the company would contact us within 3 working days to get an install date, the company is called (DSP) who are based in Hillington. The process, confimred by B&Q that they send the order by computer to Hillington, however today, its 3 weeks from the order & not one person @ B&Q noticed that the order was not completed. this is when the fun started, I spoke to the designer who said -any problems give me call, which i did, I called him on Saturday, sunday, monday & tuesday, he didnt bother his backside -nice of him eh, I phoned the store who kindly kept cutting me off, I got through and spoke to a women who said she would call me back, guess what? she lost my phone number. I phoned back later & spoke to the chap who ordered the kitchen, I explained that all i wanted a date to install .i.e. 14 September 2009, that's 3months notice, they couldnt even confirm to that date. I told them to shove their kitchen ******* NEVER GO TO B&Q PAISLEY. sorry rant over. can anyone recomend a good company to get a kitchen???

B&Q rating out of ten
B&Q customer service - 0
B&Q order serivce - 0
B&Q after care service - 0

I could go on but i dont want to bore you all.

If you have a complaint, contact [EMAIL="euan.sutherland@b-&-q.co.uk"]euan.sutherland@b-&-q.co.uk[/EMAIL] Chief exec. After 6 months of banging my head against a brick wall I CC'd him. got a phone call first thing next morning. now nothing is too much effort