B and Q customer service - NOT

babyblooz

We bought a whole set of bathroom fitted furniture, toilet, concealed cistern, sink etc. We had them fitted, and our plumber wasnt too impressed with the flush on the cistern. It worked, but he said it wasnt very strong, so he fitted the cistern as high up as he possibly could, within the cabinet that surrounded it, so it would operate as well as possible.

After a couple of days, we noticed that it flushed the 'solids' but the loo roll just wouldnt go away, even when you kept flushing, which is a bit silly considering it is supposed to save water, it being an economic flush.

In March, we reported it to the customer services. They suggested it hadnt been fitted properly, but we have used this plumber for years, and he is brill! Anyway, to cut a long story short, we have done the rounds, with changing the toilet pan, getting the cistern checked out in case there is a fault there, and had different independent people coming and peering down the toilet, and even taking photos of the toilet flushing etc. Everything was okay, but for some reason, in our setting, it just didn't work right.

Now it appears that in order to get a good flush, that will take away the paper, we should raise the cistern. But how, when it is fitted into a cabinet that wont let it be raised any higher! We even used their design service, so they can't say that it is our mistake.

While all this has been going on, we have had to chase them up constantly, wait for phone calls that have never arrived, been caught on a telephone carousel that rings around and then disconnects you, had at least two changes of managers, who were 'dealing with it', every time you ring up to chase things, you have to deal with people on holiday, or on different shifts, or you have to start from scratch and tell them the whole bloomin story from start to finish, AGAIN. This has been going on since March, and they still havent come to a conclusion. They have admitted that it all SHOULD work together, but in our case, it doesnt. So, ............... nothing. No one has been in touch to tell us what they intend to do. I think they hope we will just go away!! (They dont know me!!)

My bathroom is lovely, the tiles were fitted as the plumber finished, so I cant shift things around now, and I can't get them to tell me what they intend to do. After they failed to call me back today after another promised email to head office and phone call to tell me about it failed (a deadline I set after the latest series of phone calls WE instigated) I have rung them and told them I am contacting my solicitor for advice on Monday. And I will.

Sorry its been such a long post, but it has been going on since March, when we reported it, then someone went on holiday, and it got lost, or mislaid or whatever excuse it was that time. GGgrrrrr. I want to drag them over the counter and make them live with loo that doesnt flush!

Any ideas anyone!
pleeease!

Nile

Hello barnsleylass

I'll move this thread over to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

djohn2002uk

Ring Consumer Direct on 08454 04 05 06 and explain it to them. They will advise you what to do and if it's not successful they will then pass it on to Trading Standards for more serious action. The telephone number above will go to the office local to you.

babyblooz

Oooh, thanks for that. It might save me going to solicitor. I thought that if i told them i was thinking of taking advice it might make them get a move on, but it hasnt. obviously. I will ring them deffo! Thanks, I feel a bit better just for getting it off my chest. I get free legal advice through my union and I will talk to as many people as I can to get this thing sorted out. Thanks again!

easilyamused

We're in the middle of a nightmare kitchen installation with B&Clueless. So at the end of our tether were we with being told to ring umpteen different offices and departments, passed from pillar to post with no one accepting responsibility or certain of where things were or would be delivered etc etc. that my OH ended up doing a search on google and ringing the Head of Communications at the Kingfisher Group (B&Q's parent company). He then passed our complaint onto the Chief Executive's office and we've since been having daily calls from a woman there who's appalled at what's happened to us. It's still far from over but it's the most progress we feel we've made so far, and it's at the very least a relief to speak to someone who seems to a) care and b) have the power to do something about the problem.

My advice is take it to the top!
http://www.kingfisher.co.uk/index.cfm?section=English&area=Customers&content=Customer_care

Pink_butterfly_3

We had the exact same nightmare with B & Q with our kitchen. After a million calls to their useless call centre, we still got no where. I got so fed up of being lied to and having to explain my story over and over again!! In the end my hubbie got in touch with B & Q's head office and they dealt with it. They sent us a cheque for £255 for our inconvience, which was nice!!

babyblooz

Hey, thanks for the Kingfisher link. I have emailed them. It'll be interesting to see if they respond. I deliberatley kept the details to a minimum so they can ring the branch and get the details from them.

Hmmm, :rolleyes: I wonder if anyone will remember cos I am sure they never kept a written record cos every time WE rang we had to tell them every single detail over again.

Interestingly, we DID contact the Consumer place detailed in a previous link, and they advised us that B and Q were in breach of the 1982 Goods and Services Act, and they advised us on what to do next. They will support us if we do not get a resolution to the problem. They are very good. They take all the details of the problem and give you a reference number to quote when you ring again, and they keep the details on file. Nice people as well, very reassuring.

Gosh I LOVE this website:A , so many helpful people:j . However did we lot manage before we had this website to help us all out?

Newone_2

for anyone having probs with B&Q ring their Chief Execs Office on 01489 864090

easilyamused

I think the more people that take their complaint to the top, the sooner the bigwigs are actually going to realise how shambolic their company procedures are.
I have a feeling that they probably don't ever really get to know the nitty gritty details of what goes wrong - more a general 'well we had a few niggles but they were sorted'.

It amused me yesterday when we were dealing with our lady from the Chief Exec's office. She told us at about 10am she'd passed on our details to a guy from the Showroom Recovery Team to deal with (namely our hob that had burst into flames that needed a replacement sourced and sent out etc) and that he'd ring us shortly.
She rang back at 1pm to see how it was going and we told her we'd not heard anything. She said she'd go away and chase it up.
At nearly 5pm she rang again to ask what progress had been made and we told her that we'd still not heard anything - my OH said she sounded furious and said she'd take it to a higher level and sort it.
We had someone ring us back at 6pm saying they would be getting a hob out to us next week on a special delivery van.

How poetic is it that someone in the Chief Exec's office is experiencing just the very sort of failed promises, non-communication and frustration that we've been suffering for the last 4 months

dianasnan

My son has been waiting for special order worksurfaces since June, the rest of his kitchen has come in dribs and drabs and some is still outstanding.After the 3rd failed delivery (not in stock again) he went into the store and changed to a different worksuface, same colour but a different design which he could actually see in stock in the store. funny thing is that the code for these is the same as the ones that haven't turned up so goodness knows what he would have got if the original order was filled !!!!. The assistant even did a double check on the barcodes on the shop floor item. she then printed out an updated order, arranged delivery for Wednesday and he wandered down the store to find other items only to find himself chased by the assistant as the computer said that he now owed money and it couldn't be delivered until this was sorted;he had paid in full in June!!!!!. Eventually sorted in the office and he is awaiting delivery on Wednesday. Only 4 days off so far.

the assistant said that she agreed with everthing he said about their delivery system.

we ordered a kitchen cabinet a while back and turned up to collect it only to be told that they put all deliveries out on the shop floor and it had been sold. Also if the computer says that they have 999 in stock despite the fact they haven't even got one, then the system will not send any more.

We await the phone call on Tuesday to confirm delivery (or not)

molerat

Newone wrote:

for anyone having probs with B&Q ring their Chief Execs Office on 01489 864090

That number just gets through to a cs call centre