PJH make B&Q look like fools

LoopyPrune

Purchased a 'Toilet to go' from B&Q a few months back, which then developed a fault. Went back to the store and asked for the parts to fix and they said they couldnt help and all they could do was exchange the toilet if I brought it back with a receipt. Explained to the guy that this would be rather inconvenient and all I needed was a small part in the flushing mechanism, but the guy wasn't gonna budge. So I asked for the manufacturers name which I think he only give me to get me out of the store. Contacted PJH who supply the toilet to B&Q and spoke to a very nice lady who explained that they are only a distributor for this item but if she could take some details she would email the manufacturer and would get back to me in 7 days time. 2 days later I recieve a parcel containing every bit of the flushing mechanism and its the updated version. So hats off to PJH you guys really look after customers, even though you had to take my word over the phone. B&Q can kiss my !!!!, you guys have some of the worst floor staff I have seen, I'm sure you all hide in the back when you see somebody returning something!

Amistoso_2

LoopyPrune wrote: »

Purchased a 'Toilet to go' from B&Q

Why else would you purchase a toilet?? lol

Glad you got good customer service from pjh, shows some company's do value their customers :j

Hippychick

We had the opposite experience with PJH, purchased a shower enclosure from B&Q thinking it would fit a shower tray we already had. Once it was received we found out it didn't and we had to buy a bespoke shower tray - which B&Q had stopped selling the week before (2 weeks after we purchased the enclosure) :mad:, we rang PJH to be told we don't deal with the general public and we won't sell you the item so tough.

In the end we had to get a refund from B&Q and buy an enclosure elsewhere - so all in all B&Q/PJH lost out but they should at least offer to sell items which match for a little while after they stop selling one product (or at least tell you where to buy them from) just in case people need the extras!

dmg24

To be fair to B&Q, they did offer an exchange. Most of the reports we get on here are about retailers who will not do anything to help. B&Q did fulfil their legal obligations, albeit not in the most convenient manner.

Lynsey

dmg24 wrote: »

B&Q did fulfil their legal obligations, albeit not in the most convenient manner.

They do this quite often, they do fulfill their legal obligations eventually - when pushed.

Lynsey

LoopyPrune

Sure they did offer me a refund If I returned the whole toilet, which is their legal rights fulfilled. But its going that extra step these days that encourages repeat custom, and in this manner B&Q failed. If B&Q had made some phone calls instore I would have been much more impressed.

Sorry to hear about your bad experience with PJH, Hippychick, but they did state to me on the phone they were only distributors themselves so maybe I should mention the 3rd company involved which was CME Sanitary Systems, the toilets manufacturer. Maybe it was them that I owe my thanks.

Jo_F

I used to work at B&Q and we were not allowed to exchange parts from a 'kit' we either had to take the full 'kit' back or we couldn't do it. Reason is that they are supplied to B&Q as full kits and if an item is taken out, then the entire kit become unsellable and as it is not damaged then they cannot return it to supplier, wheras if you take the whole 'kit' back, they can replace it and clain the damages back from the supplier.

also, the staff instore do not generally have the contact details for the suppliers as they are odered from head office, the only numbers we ever had (and I worked on the returns/service desk) was the local stores in the area and the merchant numbers for authorising cards above the floor limit.

KeithP

Mysolicitorisbetter wrote: »

Wrong

You are entitled to a refund,repair or replacement of their choosing.

Surely, if they offered a refund, then that's ok?

Its just that the customer didn't want the hastle of unplumbing the toilet to return it for a refund.