B&Q laminate flooring, top is peeling/chipping, and they don't want to know

sjrsaj

Hello,

We bought 7 packs of Floormaster Aqualoc+ driftwood oak effect from B&Q last October. We noticed after a few weeks the laminate flooring was starting to curl up at the edges in some places on the flooring. We had also bought from B&Q, 3mm combilay and damp proof membrane.

We went instore and told the manager, and filled out a TAPIS (UK) complaint form. He took our receipts and stapled them to the complaint form and faxed these over to TAPIS. I enquired how long this would take, but and was told not very long at all. After Christmas had passed we were busy doing other jobs, so chased up B&Q.

We had an answerphone back later that afternoon, saying that there was no record of our complaint. 10 mins later she left another message saying she had phoned TAPIS and they had the complaint form!, but still needed a copy of our receipts, so could we come into the store and photocopy them. I came in the next day and they copied the receipts, and then was contacted by TAPIS who duely booked an appointment to see the floor, three weeks later.

They came and asked to see the receipts again!, so we presented them with the receipts. A week later we were contacted by B&Q and were told that the report had come back, and was told "water damage" had caused the damage after installation.

I find this hard to believe, because after a week of the new flooring being laid, people who came round our house noticed the laminate was lifting at the edges in parts. We had been very careful with our new flooring, and considering this product is advertised as "Aqualoc+" with the following characteristics

*) 20 year guarantee
*) Ideal for Kitchens, Bathrooms, Hallway
*) Heavy domestic use

and for busy area's, I find this wholly unacceptable from such a large company.

What rights do we have in pursing this with B&Q and do other people have similar stories?

thanks

gordikin

It does sound like water damage. Our hot water tank sprung a slight leak and the damage caused to our laminate was similar to what you describe.

Mankysteve

Independent report if your convinced the damage wasn't caused by yourselves, but it'll cost then if that report shows the damage is not caused by yourself then small claims. Might be worth contacting B&Q head office first.

foxwales

Possible that the floor was laid incorrectly.

Did you buy the floor and lay it straight away?
Did they lay it?
Did you lay it?

The reason I ask, is that most flooring manufacturers state that the purchased flooring should be left in the environment its going to be laid in to climatise, as wood expands and contracts with heat/cold.

If the floor was laid too tightly against the perimiter of your walls, then when the wood/laminate contracts or expands, you will see the corners starting to curl as it has no room to expand properly.

Also it may be down to the cleaning products you have used on the flooring, possibly over compensating with water or cleaning fluid which has soaked into the boards causing them to swell and curl on the joins.

If B&Q laid it, then you do have recourse as it is either their laying technique or a bad batch of flooring.

neilmcl

foxwales wrote: »

Possible that the floor was laid incorrectly.

Did you buy the floor and lay it straight away?
Did they lay it?
Did you lay it?

The reason I ask, is that most flooring manufacturers state that the purchased flooring should be left in the environment its going to be laid in to climatise, as wood expands and contracts with heat/cold.

Its laminate, not wood. There's no need to treat laminate flooring the same way.

sjrsaj

The hallway has had no water spilt on it after two weeks it was laid, we made sure that some carpet was near the entrance door for people to wipe their feet on it, after all, it was our pride and joy. The product said it was for areas like Bathrooms and Kitchens, we were still very careful.

Even with being careful, the wood started to peel at the edges (only in some places) but obviously, when it starts peeling back, anyone with jeans that hang off the heel, will obviously catch these parts and on one occasion the very thin laminate top has broken off.

I think we will contact B&Q HQ, although after this episode I doubt we'll ever go back there ever again, and we're looking to install a new kitchen this year...so their loss!..hello wickes!

We bought the floor about 2 weeks before it was installed, my partners dad laid the floor, because he had installed them before (skirting boards were taken off and it was laid to the edges of the wall, and the skirting boards put back on afterwards.

The hallway does get a little cold at times, but we laid a waterproof membrane and then 3mm combilay and then the laminate flooring. After it was laid, it was not cleaned at all, no water was spilt on the wood, we were very careful.

In hindsight we should of chased up B&Q after telling them, but with it being Christmas we forgot about it, and when we contacted them they thought they didn't have the report but they did.

mikey72

I've never had the laminate peel off the backing.
We have the aqualoc in our bathroom, the kids have ruined it, but it seems to swell, so the seams are visible, and it has slight bulges where the water has been puddled, but the surface is still good.

The only time I've seen the surface lift is if it's been clipped together and flexed wrongly, is the floor level?

cyberbob

neilmcl wrote: »

Its laminate, not wood. There's no need to treat laminate flooring the same way.

You do know what laminate flooring is made of don't you?

neilmcl

cyberbob wrote: »

You do know what laminate flooring is made of don't you?

Yes, usually an MDF/composite base with a photograph of wood species laminated to the top. Not really "wood" is it.

iamana1ias

sjrsaj wrote: »

We bought the floor about 2 weeks before it was installed, my partners dad laid the floor, because he had installed them before (skirting boards were taken off and it was laid to the edges of the wall, and the skirting boards put back on afterwards.
.

Instant fail. You're supposed to leave a 10mm gap left around the edges because laminate does contract and expand (especially in centrally heated houses). I think incorrect installation may well be the cause of your problems. Expensive lesson.

sjrsaj

Well when the carpet was taken up, the floor is just concrete, so we used a waterproof membrane and then 3mm combilay. The surface should be level if it's a concrete floor? There is a gap between the wall and where the wood stops, the new skirting board sits on top of the new flooring.

The inspector could see the skirting boards as half have not been put back on. The skirting boards which were fitted were put back on after the peeling had started. We stopped fixing them after I decided I wanted B&Q to look at the flooring, but with them taking so long, some skirting boards were fitted. I have a two year old daughter and don't want her poking about!

I would take pictures but this site won't let me upload them as I'm a fairly new user?