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B&Q Failing to deliver

Hi,

First post, so please excuse rushing in with a new problem, but I'm hoping someone can help.

In January I ordered a new kitchen from B&Q, the works. The delivery date was for the 24th of March, a Tuesday. On the preceding Saturday I received a call from the delivery team advising that the kitchen would be here as planned, and so I instructed my carpenter to strip out the existing kitchen on Monday 23rd (I've hired him for a week, basically).

The kitchen was duly delivered on the 24th, but with two units missing, one of which is the crucial L-shaped cabinet, the very first one to go in - it has to be because it's the only unit that covers two walls, and should be in place before putting any others in. The delivery note clearly says that these two items were out of stock and never got 'on the van'.

I called B&Q who advise that the unit in question will be out of stock until at least 18th April, although they seem to have changed their tune on that following my constant phone calls. I'm now checking daily to see whether this part is now available, but meanwhile I'm left with no kitchen and about 40 boxes cluttering up my living room.

All of this could have been avoided by them telling me on the Saturday that two items weren't going to be delivered. I would have then not stripped out the old kitchen and would have told them to not deliver until all items were available.

B&Q freely admit that it's their fault. The carpenter will have to come back for a second visit, as will the tiler - They can install and tile the floor units as they're all complete, but cannot do any wall work.

My questions: What sort of compensation can I claim? How long should I continue to call to see whether the offending item is in stock? I mean, this could go on 'til Christmas as far as I can see. "Is it in?" "no, try tomorrow", while all the time I'm stuck without a kitchen.

Any advice would be appreciated.

Comments

  • carmim
    carmim Posts: 197 Forumite
    Part of the Furniture Combo Breaker
    Hiya,
    Next time you call get them to ring the nearest stores to where you live, it may be possible that they could have 'returns' of the items your delivery was short on.
    I used to do this for customers, sometimes you can get lucky.
  • Cracking idea, but no good. I just called them and they've done a sweep of the entire region without success.
  • I think all of B&Qs kitchen units are exactly the same - its just the doors that are different.

    It may be worth as Carmin suggests - they might have it in stock in another store and be able to deliver it for you the same day.

    As for compensation - I think you need to see how long the delay is in getting the units to you - personally I would be concentrating on that first.
    2014 Target;
    To overpay CC by £1,000.
    Overpayment to date : £310

    2nd Purse Challenge:
    £15.88 saved to date
  • Thanks for the reply - yes, I thought that too, but this one is different. It doesn't have a white carcass as is normal, but instead is an oak one. As I've said, I called my local B&Q who've checked the entire region and there's none, even in returns, so I have to wait until the base warehouse actually gets them in. In the meantime, we're having to eat out every night and scramble over the bomb site that is our living room.
  • Pinzy
    Pinzy Posts: 630 Forumite
    This post is of no practical help to you, but it may raise a smile...
    Your situation reminded me of an email funny that went round years ago:
    A letter received by B&Q customer services Department in the UK.

    Dear Sir/Madam

    My congratulations to you on getting a yacht to leave the UK on 28th November 2004, sail 27,354 miles around the world and arrive back 72 days later.

    Could you please let me know when the kitchen I ordered 96 days ago will be arriving from your warehouse 13 miles away?

    Yours Sincerely
    :)
  • Three more calls to them today, with assurances that they would get back to me, but nothing. Presumably the offending item is still not in stock. I'm keeping my dining-out receipts!
  • Still no call from them. The carpenter has 'virtually installed' everything, only to find that 6 other items are missing, and 4 items were delivered and not needed. Shocking, shocking service.
This discussion has been closed.
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