B&Q tile dispute please help!!!

youcef_2

I spoke to consumer direct and they have advised me of the official way to go about pursuing my complaint. If the tile manager in B&Q didn't tell me that I had a case to get even a partial refund I wouldn't have taken it even this far, the fact that i was told by a B&Q employee that they are faulty and now management are refusing to do anything I have to see it through.

gordikin

Youcef, I'd post this in the Consumer Rights forum for others thoughts?

poppyolivia

I really hope you get this sorted out!!

ladymarmalade222

Just a thought, did you pay by Visa debit or credit card? Maybe you could go down the chargeback route for goods not as described?

Might be worth a try?

Good Luck

Homersimpson

B&Q staff - bunch of knuckledraggers!

youcef_2

thanks guys all the help is really appreciated

youcef_2

yeah i paid half cash half credit card so i will be trying to recoup some money that way.

consumer rights forum here i come!!!

robrebrab

Well where do I start. Firstly, I work for B&Q and as I understand it you have had tiles fitted that are of different shade/texture/appearance.
Were the batches/shades checked on the boxes when you bought them? The onus is on the customer to check these.The instructions do state this.
Did you keep all of the boxes in order to show that the same batches were purchased.You must bear in mind that even boxes with the same batch can vary depending on where they were fired in a kiln.Hence the suggestion further up to mix the boxes before fitting.
I can't see anywhere if you say they are floor or wall tiles.However, in either case it is best to 'dry lay' them first so that any differences are spotted before they are 'firm fixed'. The problem is that once laid the tiles are deemed to have been checked and accepted,and claims aren't entertained.
Now you may not be aware of the above but your tilers who are deemed to be professionals certainly should have done,and it is their cavalier approach that has left you in a fix.Did they check the batches on the boxes before starting the work,or check the finish prior to laying them etc
I see that you refer to a Tile Manager but take it from me there is no such position within a store,and unfortunately your conversation would probably fall into a 'one word against another' scenario.
I'm certainly not trying to defend B&Q at all costs here,but there are limits to which the company has any liability and there are also responsibilities that lay at the feet of the end user.

robrebrab

Just noticed as well that you say that you recorded the Tile Manager in a conversation. This is illegal if you do it without getting his permission before starting the recording,and I can't for one minute think that they would agree to this.

1984ReturnsForReal_2

robrebrab wrote: »

The onus is on the customer to check these.The instructions do state this.

Onus?

Who set that onus?

Instructions? Where are these instructions?

Is this pointed out when you buy stuff from B&Q?

Thought not.