B & Q dilemma!!!

smileypigface

Blimey, not sure if I'm reassured that I'm not the only one being given the runaround .. or whether I'm even more annoyed that they are so useless!!!!:rolleyes:

Today I was expecting a B&Q collection of the defective belfast sink that I paid for on 21 Nov - was delivered on 28 Dec (earliest date available) - reported defective on 29 Dec. 11 Jan was first available date for delivery of replacement and collection of defective one.

Oh well, I haven't got a worktop so I suppose I'm hardly noticing the lack of sink too!

So today I receive a call from the delivery driver who told me he was 15 minutes away ... ready to collect faulty sink but no replacement on the lorry - although it was on his paperwork!

Rang B&Q and the earliest date for delivery of a sink is 22 FEB!!!!!!!

What planet are they on???????? If I ring on Monday they MAY be able to bring my delivery forward .. oh right .. and send me someone to cover my desk at work while I take yet another day off then??????

Grrrrrrr.

Worktop problem still outstanding .. waiting for yet another call back!

superflygal

I am also in the throes of dispute with B&Q!

Our "Cottage Style" Kitchen was also "out of Stock" pity they didn't mention this when they were fleecing us! Told delivery would be 23rd Oct. We have had total of 5 deliveries, and still havent had end panels!

Have written to Chief Exec asking for compo, but have been asked to provide written proof of losses. My employer was annoyed at unpaid leave i took and has said its my personal business and won't get involved. I want compo for the inconvenience and stress (they wrecked our Christmas as we had half a kitchen and relatives staying over) rather than losses though. Just typed up a reply saying as much.

Hope they get their butts into gear. Is it worth threatening them with "Don't get done, get Dom?" (BBC)

Any advice??

Superflygal x

easilyamused

Superflygal, if you're in currently in the throes of half-finished kitchen fit, I'd definately drop the researchers at Don't get done, get Dom an email/phonecall. We were told they wouldn't be featuring our story, but I think that's mostly because for all intents and purposes it's finished - to look at the kitchen is all in, fitted and finished. We're in the process of enduring the compensation challenge now.
Having to justify and detail why, when and how you've been inconvenienced is the final straw that broke the camels back to me. We're writing back to tell them it's wholly unacceptable and that we will be taking the complaint to Qualitas, and failing getting any sense out of them, it's off to the Small Claims court we go!

In my experience B&Q won't entertain the idea of paying out any kind of compensation until the job is finished and signed off. Probably, as in our case, they will continue to make !!!!-up after error, so want a complete list of everything to consider before they offer you tuppence happeny for your troubles.

With regards your unpaid leave - would a wage slip suffice?

Avoriaz

Two years ago I bought a pressure washer lance from B&Q for about £10 to fit to my pressure washer. The first time I used it the front section broke off and slightly damaged my car. It made a slight mark and tiny dent to a lower panel.

I wrote a polite letter to B&Q complaining and requesting a refund and modest compensation. I would have been happy with my £10 back and £20 to cover touching up the minor damage.

There followed about 18 months of ignored letters and emails, unanswered phone calls etc. I returned the faulty lance and they did refund my purchase price. They told me to get two estimates for the car repair, even though I told them I was happy to do it myself for £20. I did get an estimate for about £120 and I forwarded that to them.

To cut a very long story short they kept refusing to offer me anything and I kept insisting and threatening them with court action. They said that they tested the lance and said it was not faulty etc etc.

At one stage I told them that if I went to court it would cost them at least £350 whereas I was prepared to settle for far less.

Suddenly out of the blue I got a phone call from them offering £350 to settle. I agreed and a cheque duly arrived for £350 just before Christmas.

I had probably spent a total of two hours writing letters and emails and phoning them. I combined the visit to return the lance and the trip to get the estimate with other trips so that cost me little.

£350 tax free is not a bad return for two or three hours work.

The damage to the car?

I haven’t bothered to repair it yet. I did say it was minor and my car is 13 years old anyway. I really would have been quite happy with £30 at the beginning.

The moral of the story is to be polite but firm and never give up.:D

superflygal

Thanks for your advice easily amused!

Our kitchen is pretty much finished now to be fair, so prob in same boat as you with regards to BBC programme!

A wage slip may suffice, but they have said they want a letter detailing loss of earnings for each day. They are trying to put me off in other words.:mad:

It it wholly unacceptable, and i totally agree with what you say. If a kitchen is likely to take 4 months to be delivered, then the customer should be advised of this prior to making purchase.

Good luck with your complaint, keep me posted with how you get on wont you? BTW our kitchen wasn't dear (£1150).

Superflygal x

superflygal

Thanks for your advice easily amused!

Our kitchen is pretty much finished now to be fair, so prob in same boat as you with regards to BBC programme!

A wage slip may suffice, but they have said they want a letter detailing loss of earnings for each day. They are trying to put me off in other words.:mad:

It it wholly unacceptable, and i totally agree with what you say. If a kitchen is likely to take 4 months to be delivered, then the customer should be advised of this prior to making purchase.

Good luck with your complaint, keep me posted with how you get on wont you? BTW our kitchen wasn't dear (£1150).

Superflygal x

easilyamused

How big's the company you work for superflygal? Can't you bypass the mean old boss and get someone from accounts to write you a letter instead?

Avoriaz, interesting to read your story. They really are utter imbeceles aren't they. Seem to like to do things by the book even when common sense would otherwise prevail.
In our compensation letter it said 'we feel that you have a duty to mitigate your losses', like we haven't burst blood vessels trying to keep disruption to our lives/days off/costs incurred to a minimum.
Case in point is the faulty dishwasher they delivered and installed. Rather than, as we suggested, simply take it away (ahem, sorry 'uplift' it, as they like to call it) and deliver a new (working) one, they insisted that we call the manufacturer ourselves and arrange for an engineer to come out and repair it. As they were unable to give us a precise time, it involved taking a whole day off work. They couldn't repair it on the first visit so had to rearrange to come back again. On the 2nd visit they fixed one problem only to disappear and leave us with another one. So back they came again. Part that was needed wasn't in stock so they had to arrange yet another return visit. All this ridiculous time-wasting rigemarole and B&Q now won't refund us for those days off and have the audacity to tell us we could have done more to mitigate our losses.