Am I right to be angry??

angiemck43

Hi,
I really hope someone can help me. I recently bought 2 sets of 8 solar lights from B&Q. After 4 weeks, 8 of the lights have stopped working. I contacted B&Q to ask how I can either receive a refund or exchange them for another set of lights. Due to the fact that the lights worked fine for a few weeks, I discarded the receipt.
I have just come off the telephone to B&Q's customer services where I've had 1 of the most rudest, ignorant conversations ever. A 'lady' from customer services bluntly stated that as I have no receipt, I am entitled to nothing. I explained that even though I didnt have a receipt, the lights clearly state they are from B&Q. She replied...for all we know, you could have bought them from EBAY. She then proceeded to tell me I was wasting my time even telephoning because, bottom line, without a receipt, they are not willing to help. I pointed out that the lights are only £20 a set so its not as if I'm trying to rip B&Q off and that its the principle of them suddenly not working after only a few weeks. I also pointed out that my sister in law has the same problem as us with her lights she bought from their store and also asked if they had seen the poor reviews regarding these lights. I was told... it still makes no difference to us and you will get nothing from us! It's not the money I'm bothered about, its the principle. Are they allowed to do this?? please help so I know what my next step may be. Thank you all xxxx

shellsuit

Have you tried taking them back to the store you got them from to see if you can have a refund or exchange without your receipt?

Soapn

well she is right, you could have bought them anywhere, the receipt is what proves where you bought them there.

However, someone who turns up at the store and politely speaks to the people at customer service, and if needs be a manager, will far more likely get an outcome that they want then someone who stands there ranting and eaving( I'm not saying that is you OP)

So I would take them back to the store and have a polite word

angiemck43 wrote: »

Hi,
I really hope someone can help me. I recently bought 2 sets of 8 solar lights from B&Q. After 4 weeks, 8 of the lights have stopped working. I contacted B&Q to ask how I can either receive a refund or exchange them for another set of lights. Due to the fact that the lights worked fine for a few weeks, I discarded the receipt.
I have just come off the telephone to B&Q's customer services where I've had 1 of the most rudest, ignorant conversations ever. A 'lady' from customer services bluntly stated that as I have no receipt, I am entitled to nothing. I explained that even though I didnt have a receipt, the lights clearly state they are from B&Q. She replied...for all we know, you could have bought them from EBAY. She then proceeded to tell me I was wasting my time even telephoning because, bottom line, without a receipt, they are not willing to help. I pointed out that the lights are only £20 a set so its not as if I'm trying to rip B&Q off and that its the principle of them suddenly not working after only a few weeks. I also pointed out that my sister in law has the same problem as us with her lights she bought from their store and also asked if they had seen the poor reviews regarding these lights. I was told... it still makes no difference to us and you will get nothing from us! It's not the money I'm bothered about, its the principle. Are they allowed to do this?? please help so I know what my next step may be. Thank you all xxxx

halibut2209

A bank statement is a legal proof of purchase.

Gavin83

How did you pay for the lights?

You do need some form of proof that you purchased them there. After all you could have purchased them elsewhere or alternatively they may be a lot older than you are claiming.

It's always worth trying in store but depending on how you answer the first question I asked they aren't responsible for replacing the product so any outcome you get will be goodwill only.

angiemck43

Thanks everyone

We tried the store before contacting customer services. The manager there wasnt helpful at all.

We figured out a solution ourselves in the end.

Ive been back to B&Q and bought 2 new sets of lights. Ive put the older ones that dont work back into the boxes and in a few days time will take them back to B&Q (along with my receipt) and claim a refund. In effect, I've got my exchange that I told customer services I'd be happy with

Thank you for all the advice...greatly appreciated xxx

eros143

bit of topic ,but i bought a TV from tesco in antrim NI and it broke down just outside the 12months guarantee i rang tesco and spoke to a girl and she informed me as the TV was outside the 12mts limit nothing could be done about it "sorry" ,however not being satisfied with her attitude I rang head office and repeated the answer to this man ,his reply was that girl had no right to say those things and he would investigate the phone call ,and would I accept an apology from him and a refund for £90.00 we at Tesco like to look after our customers now I know it was B&Q but that approach might just help Good luck Eros143

wealdroam

eros143 wrote: »

bit of topic ,but i bought a TV from tesco in antrim NI and it broke down just outside the 12months guarantee i rang tesco and spoke to a girl and she informed me as the TV was outside the 12mts limit nothing could be done about it "sorry" ,however not being satisfied with her attitude I rang head office and repeated the answer to this man ,his reply was that girl had no right to say those things and he would investigate the phone call ,and would I accept an apology from him and a refund for £90.00 we at Tesco like to look after our customers now I know it was B&Q but that approach might just help Good luck Eros143

This too is a bit off topic, but Eros143, did you know that your full stop key is not working?

bazster

halibut2209 wrote: »

A bank statement is a legal proof of purchase.

How does a purchase made in B & Q appear as such on a bank statement? A credit card statement maybe, but not a bank statement. But even then it will not state what was purchased.

bazster

angiemck43 wrote: »

Thanks everyone

We tried the store before contacting customer services. The manager there wasnt helpful at all.

We figured out a solution ourselves in the end.

Ive been back to B&Q and bought 2 new sets of lights. Ive put the older ones that dont work back into the boxes and in a few days time will take them back to B&Q (along with my receipt) and claim a refund. In effect, I've got my exchange that I told customer services I'd be happy with

Thank you for all the advice...greatly appreciated xxx

Naughty but understandable.

agrinnall

wealdroam wrote: »

This too is a bit off topic, but Eros143, did you know that your full stop key is not working?

Well, it is, but only when used as a decimal point apparently!