B&Q Who to complain to?

kstan_2

sirmarcus wrote: »

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.

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

kstan_2

AmyS wrote: »

Hi, i am having trouble with B&Q,

I ordered my new bathroom on the 4th April 2009,

Finally recieved an installation date on the 11th of may (the installation date being the 20th July 2009)

All of my bathroom was delivered last week, which i am having trouble storing in my small one bedroom flat as it takes up so much room!!!!

Today i recieved a call to say that DSP KENT had pulled out of fitting for B&Q and that the bathroom may not be fitted next week.

Now, my partner has had next week booked off work since May (which cannot be changed) and we were looking forward to finally having the new bathroom fitted (being that it is Friday the 17th July it was a shock to have a call to say it may not happen at such short notice!!!)

I have read through other people's posts and wondered if they have had any luck with claiming compensation and which addresses turned out to be the correct ones to write to!

ANY help would be appreciated!
:mad:

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

kstan_2

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

gordikin

kstan wrote: »

If you have a complaint, contact euan.sutherland@b-&-q.co.uk 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

Stop!!! We got the message first time!

kstan_2

To complain, 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

gordikin

kstan wrote: »

To complain, contact euan.sutherland@b-&-q.co.uk 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

Really??? I've never read that before...more than 4 times at least!

sydneybean

just for your info guys, hopefully this will help with any issues with B&Q. (yes i do work for them!)

Euan is now the CEO for the kingfisher group so no longer deals with B&Q on a daily basis
Martyn Phillips is now the CEO for B&Q

B&Q did outsource the customer services department from our head office in southampton to scotland - the guys there do work really hard i promise! (and are employed by B&Q)

the way that customer complaints are logged is that even if you phone the customer services department then your details will be logged to a central system and the stores asked to update and deal with the issue (even if you are dealing with the customer services department the store WILL still be involved in the majority of cases)

i can honestly tell you that the quickest way to get your issue resolved is to ask the store (and where possible speak to the General Manager , who is the highest level in the store) for their Regional Office number.

all the stores in B&Q are in Regions and have a specific Regional Manager who has an admin support who i can assure you will deal with your complaint and liase with the store much quicker than going through the service team.

hope this is of some help.

harrysmum08

Hey knowledgeable people!

Debate with my husband...please help.

Recently purchased a Cooke and Liewis bathroom. Took three weeks to arrive and when it did the bath had a really bad crack in it. It was replaced and after much 'discussion' they agreed to deliver it the following weekend rather than in another 3 weeks.

The bath has now been in approx 6 weeks. we have been away for two of those. There are four of us in the house: little ol' me (size of an average ten year old), my three year old and my one year old (both little dots), and my husband (a bit of a bigger boy, 6'3 and less than 16 stone). A couple of showers and baths a day, usually less than a third full for the children (who share the bath), short showers because we don't have time to stay in there! Anyway, my point is it is not overused. It's an acrylic p-shaped bath, and where the bath slopes from side to bottom we now have a deep scratch verging on crack about the size of a ten pence piece. As we have just had the flooring sorted, the bath panel is off and that section of the bath seems very translucent....The children have a couple of toys that are soft squeezy things, our shower gel bottles etc are squeezy bottles. There is nothing that we use that could have possibly caused it. It has appeared in the last few days - I clean regularly and it wasnt apparent last time I cleaned.

Do we have a claim? What are B&Q's responsibilities/obligations regarding quality of goods? What can we legally ask for?

We chose acrylic and I did look to see if it was considered durable - old house, we plan to stay here until the kids have flown the coop, and we didn't want to have to do it again. Thing is, we have tiled, painted etc etc.

Any advice - constructive, not rude and sarcastic - would be gratefully received.

KB

Mickey_G_3

B&Q what a Total bunch of cowboy builders £8,0000 for a new bathroom not even worth £300 totally fitted wrong they didnt know one end of a shower screen from the other, honestly it's soooooo crap I can't even bring myself to tell you how bad it is. And then after 7 months of letter writing and ombudsman reports independant reports they have the cheek to offer £2500 as a good will gesture!!! Good Will my !!!!. All I would say is if you want a bathroom don't use B&Q (Bodge It & Quibble)

AdventUK

As of 8 Dec 2011 the telephone number in post #2 is no longer in use...