DIY.COM / B&Q Experience

cloud_dog

Just thought I'd post a recent diy.com / B&Q experience.

At the begining on December I bought two flush halogen ceiling lights from diy.com, and they duly arrived. A couple of weeks later I fitted one up and found it to be too dim for its purpose (dining room) - tried to live with it for a week but knew it wasn't right.

Unfortunately I had lost the original delivey note for the two itemsd but thought I'd e-mail diy.com anyway to see what were the chances of getting a refund. Contact them and they were more than helpful, said that they could arrange a pick up and when the items were back with them they would arrange a refund of my CC - great. Contacted them a few days later to arrange the pick up and the nice operator said that if it was more convienient I could take them along to a B&Q store and they would give me a refund - we discussed that I did not have the original delivery note and she said this was not a problem and that if the store were in any doubt they should contact them (diy.com) and they could fax down whatever authorisation they needed.

Bottom line, went to my local B&Q store (newish one in Cheltenham) and they said that because I didn't have the original delivery note that I could only have vouchers. Not what I had hoped for, so I explained the diy.com discussion and asked them to contact diy.com for confirmation / authorisation for the refund. The B&Q person came back and said that they could only offer vouchers.

As there was a queue, and as I didn't have the original delivey note I reluctantly accepted the vouchers.

E-mailed diy.com to complain about their procedures (or lack of them) to be informed that the store did not contact diy.com for confirmation and implied that the store did the right thing because I did not have the original delivery note.

Its all a bit dissapointing really. The real issue diy.com should have asked was why B&Q never contacted them. so the moral of the long story is, if you need to do something similar ensure B&Q talk to diy.com and stick up for what is right. For an online transaction they have absolute proof of where, when, and who bought the items.

cloud_dog

shoperholicnot

DIY.com are useless, I had a terrible experience with them, which went on for about 6 months before it all got sorted! Too much to go into now and too stressful to be honest! in short, they put the order on my card after the interest free offer had expired(which I had bought on) and said that even though i had ordered when it qualified I could not have it! they did not deliver when they said they would, phoned up to be told my order had been deleted and i should order again, in the end two orders of laminate flooring turned up! A lot of the boards were chipped, part of order missing, which i had to go to B&Q for. had to help bloke carry flooring up to my house, even though i am a 8 stone woman who was sick at the time and i had paid £15 for delivery.....i could go on and on and on...truly terrible

George_Bray

I have greatly reduced my visits to a nearby branch of B&Q because most things have become so expensive. Prices appear to have increased sharply over the last year. It appears to be a case of form over substance. Everything small is wrapped in smart packaging which probably costs more than the item, e.g. two screws or suchlike. The shop had a makeover and they must be trying to recoup their costs.

I now hate B&Q. It's a rip-off.

Regards
George

superfly_2

Not only is it bad value but the site design is also useless

gm_xone

I can never seem to find what I'm looking for on their website. It's so awkward to use.

Their prices are generally high, but I did find a bargain once - cheapest price for an electric hob, which I ordered.
Unfortunately they cancelled the scheduled delivery at the last moment, then after receiving my order a week later they billed me for a second time and insisted on delivering the duplicate order which I had to accept, before finally issuing me with a refund a month later

Was looking in their timber dept. last month. Most of the 'finished' stuff - skirtings, facings, etc, - was twisted and warped or split and generally of poor quality.

Pegleg2001

HAd a reasonable experience, I suppose.

Ordered new centre light and 3 x wall lights. Arrived but wall lights looked like 'seconds' as the silver paint was burnished (boxes look like they had been opened too).

Emailed to complain, so they sent 3 x replacements and refunded delivery charge (£10).

New lights arrived but in same state as originals. Decided to mix 'n' match what had been sent to get best three. They said when I returned the 'bad' 3 they would send vouchers for £20 in compensation.

They eventually collected the lights (after missed appointment) 2 months later. Never got the vouchers, but they credited my CC with the cost of the 3 x returned lights.

So got centre light and 3 x 'free' lights.