B&Q Exchange for item purchased during discount weekend

Rebchappers

We purchased several items last weekend during the B&Q 20% off weekend inclusing two tins of dulux paint. When we got home we realised that we had picked up the 'silk' variety rather than the 'matt'. Both pots are completely unopened. We went to the customer service desk who said that they couldnt exchange them unless we paid an extra £4 - due to the discount we received last weekend. We asked to speak to the manager who was extremely rude and literally said - No. We wont exchange them. She then turned her back and walked away.

Is this right? we werent asking for a refund, simply to exchange them?

Hintza

Basically no shop needs to exchange anything unless it is faulty.

Bit surprised at them though. Letter to head office?

Jo_F

When I worked at B&Q we could only do a straight swap if was for the same price, if there was a price difference, then the customer was expected to pay it.

If the replacement product was cheaper, you would be expecting to be refunded the difference, so why is it different when they want the difference?

UK2010

Rebchappers wrote: »

We asked to speak to the manager who was extremely rude and literally said - No. We wont exchange them

Another case of this! "He/she was so rude"

Rebchappers

Thanks for that. I can see the point about the difference in price - the way the manager spoke to us is a different matter. However, when we asked for a refund instead, they refunded us the full amount???

Bizarre... anyhow, we will be just buying from elsewhere. I was just querying if it was correct so thanks for your help