B&Q Delivery Charge

Wolfman_2

B&Q delivered some kitchen worktops to my home 2 weeks ago.

I had the day off work to take delivery, but unfortunately they were damaged when they arrived.

I phoned B&Q and as the worktops were a discontinued line, with no others in stock, I arranged for them to be collected. B&Q agreed to refund my card.

I have checked my bank account and the refund has been made minus £15 delivery charge.

Before I phone them tomorrow to complain is there any justification in them deducting the delivery charge?

Thanks.

northantsandy

Did you buy them online? If so, the distance selling directive applies which states a customer can change their mind within seven days and get a refund but must cover the cost of delivery/collection.

More to it than that perhaps, but browse http://www.businesslink.gov.uk for the DSD.

northantsandy

Did you buy them online? If so, the distance selling directive applies which states a customer can change their mind within seven days and get a refund but must cover the cost of delivery/collection.

More to it than that perhaps, but browse http://www.businesslink.gov.uk for the DSD.

northantsandy

Why did my reply Dupe? :O

SaraSeahorse

this is not a case of changing mind though as the goods were damaged

B&Q site

Faulty Products
If the product you purchase is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your legal rights. Please call us on 0800 3895516* to arrange.

To contact us by telephone, please ring 0800 3895516. Lines are open 8am–8pm weekdays, 8am–8pm Saturday and 10am–4pm Sunday. If you are calling from the Republic of Ireland, please call 1800 946327. To contact us online please complete the form in Contact B&Q.



you have no goods, the product was damaged I believe you need to be (not sure of legal term for this) put back into the position you were in to begin with - why shoudl you bear delivery cost for damaged goods

SaraSeahorse

from consumer website

"Make sure that you check a merchant's returns policy before you buy. If the goods are faulty, the store should usually pay all postage costs. It is important to keep any original packaging in case you need to return goods. "

"If there is a genuine fault, however, you should not suffer any financial loss."

Wolfman_2

The worktops were purchased instore not online.

The delivery charge was because we live outside the "free delivery area".

On delivery they were "protected" by shrinkwrap!

Knowing the worktops were fairly fragile I even spent a tenner on bubblewrap to protect them whilst the kitchen was fitted. So they went back in better packaging then they arrived!

Thanks for the advice.

gyzmo

In short, there is no contract. B&Q are charging you for something that they have not done. Get a refund off them by writing to their complaints department - be polite but firm. Use ConsumerDirect for templates and for further help, but do not be fobbed off.

furrypolka

Technically there was a contract but B&Q were in breach of that contract by supplying you faulty goods, therefore they should return you to the position you were in before the contract existed - i.e. taking the worktops back and providing you with a full refund, including delivery charge.

As they were faulty they were not of satisfactory quality and you should not be out of pocket because of this.

deanos

Were just the ends of the worktop damaged ?

If so you do realise that they are oversized to account for damage to the ends from dropping ?

Wolfman_2

These were Speedstone worktops - kind of mdf with a granite covering. Should have been £1,800 but as discontinued I got them for £690 with 2 undermount sinks thrown in.

One of the worktops with the sink cut out cracked across the middle as they weren't carried properly - so returned the lot -gutted.

B&Q have now agreed to refund the delivery charges. Thanks to all for the advice.