B&Q Not Abiding by their own T&Cs?

Henry_Hoover_2

I bought some wardrobe doors from the B&Q website a fortnight ago, but have since changed my mind, and returned them to a local store.

The total cost was £285 + £15 delivery. The store refunded the £285, but have refused to refund the £15 delivery charge.

The order confirmation email I received at the time of ordering, has the following at the bottom -

Thank you again for ordering from diy.com. For information regarding our Returns Policy (and your right to cancel your contract for the purchase of goods under the UK's Distance Selling Regulations) please click the Returns link below.

the link goes to their website, and states the following -

Products Delivered To You



If you buy a product which we deliver to you, you may cancel your order (or any part of it) for any reason before delivery or within 28 days after delivery by:

• Returning the product to your local B&Q store (you will need to bring your sales advice and the credit/debit card used for payment); or
• Calling us on 0800 3895516* emailing us at home.delivery@b-and-q.co.uk, or writing to us at Doncaster Customer Services, Catesby Business Park, White Rose Way, Doncaster, DN4 8DG to cancel the order (or part of it) and arrange collection

This is subject to the following conditions:

• The product must be unused, as new, in saleable condition and returned with the original product packaging
• Orders which are made to measure, cut or mixed to your requirements cannot be exchanged or refunded (unless they are faulty)
• If you return the product to store we may ask for identification (proof of address) to help combat fraud
• You will receive a full refund of the price paid (including relevant delivery charges) less any collection charges

I called the online order customer service, and they have been very rude about the whole thing, saying things like "Why should we be out of pocket when you have changed your mind" and that the original delivery charge is not a relevant delivery charge?. I understand where they are coming from, but I am entitled to a refund of the delivery charges under the distance selling regs, and by their own T&Cs?

Can anyone offer any advice?

Mark_Hewitt

Under the distance selling regs, no. You said 2 weeks, it's only 7 days. If it was less than 7 days, then yes. According to their T&C's, probably yes.

Henry_Hoover_2

Thanks.. any idea how I can get it resolved? They wouldn't back down at all on the phone, despite passing me to the supervisor and then to the manager.

Blacksheep1979

depedns how far you want to go for £15 - write to them, they'll take that more seriously and if you took it to the small claims court you'd probably win - but is it worth many hours of your time for £15?

Hailz86

let me call them I am great at getting money back over the phone lol xx

Henry_Hoover_2

depedns how far you want to go for £15 - write to them, they'll take that more seriously and if you took it to the small claims court you'd probably win - but is it worth many hours of your time for £15?

Thanks, I will write a letter and see what happens. At the end of the day, £15 is £15! If the letter doesn't solve it, i'll just let it go, but it is frustrating that they won't abide by their own returns policy...

let me call them I am great at getting money back over the phone lol xx

Thanks, I might have to let you loose on them!

LinasPilibaitisisbatman

I am sure B and Q will happily refund you their £15 delivery charge and instead bill you for a collection charge - maybe even a higher amount.

Go for it and then come and cry at that

Henry_Hoover_2

As I said in my first post, I returned them to a local store, as per their T&Cs, so there was no collection charge.

Henry_Hoover_2

:T B&Q rang me yesterday and said that they have refunded the £15 delivery charge.

williham

That's rediculous, you shouldn't have got a refund. It's not in the terms and conditions, and it's not the law. If you change your mind then you get a refund for what you paid for, they were right in saying the delivery charge is not relevant, because you received that service and it is non returnable, but well done for getting a refund!

BARGAINHUNTER!

williham wrote: »

That's rediculous, you shouldn't have got a refund. It's not in the terms and conditions, and it's not the law. If you change your mind then you get a refund for what you paid for, they were right in saying the delivery charge is not relevant, because you received that service and it is non returnable, but well done for getting a refund!

If you look at the terms and conditions posted it does say that they will refund the delivery charges. If I returned an item because I changed my mind I would not expect to get the delivery charge back, but seeing as it states in the T&Cs that it would be refunded then it should!