B&Q and Black and Decker Returns?

catz747

Hi

My husband bought a Black and Decker drill from a B&Q store, brought it home & it didn't work - there was no way of tightening the bit that the drill piece goes into - two parts which are meant to move simply wouldn't budge.

So, he took it (an hour after buying) back to the store where they said he would have to ring Black and Decker who will send a courier out to exchange it - they have a notice up on the till which states that that is the case with all Black and Decker products, no returns, contact B&D.

He said basically, I want it exchanging which they eventually did and what I want to know it, are they allowed to refuse to exchange faulty Black and Decker products?

Thanks

vuvuzela

No. The contract is between him and the vendor and if it is DOA then he has the right to an exchange in store.

TheSaint_2

Here we go again with B&Q, looks like they have changed their policies in favour of "trying to screw the consumer" lately. I had a problem with their C/S too, though not nearly as blatant as this problem.
You need to call / email their head office as their "highly educated" staff will not budge.

OlliesDad

That said, B&Q are allowed to have the item inspected to ensure it was not user damage etc.

mightyroyals

When i used to work at wickes our policy was a straight refund or exchange if faulty in the first 30 days with proof of purchase or after 30 days we would send the tool off for repair with the supplier.
The buyer should not have to deal with the manufactuar at all. As you bought the item from the shop not direct.
Typical B&Poo

System

mightyroyals wrote: »

When i used to work at wickes our policy was a straight refund or exchange if faulty in the first 30 days with proof of purchase or after 30 days we would send the tool off for repair with the supplier.
The buyer should not have to deal with the manufactuar at all. As you bought the item from the shop not direct.
Typical B&Poo

screrwfix do that also.

catz747

Thanks, they had some leaflets about consumer rights near the counter so he pointed his rights out to them. That said, they did have a look at it and one of their builders fixed it - there was a star screw holding the two parts together which was too tight.

Mankysteve

vuvuzela wrote: »

No. The contract is between him and the vendor and if it is DOA then he has the right to an exchange in store.

Not true. The company are within there right to have an item tested before doing anything.

As other have said contract is with B&Q not black and decker.