B&Q Complaint Please help

carnut1234

Hello all,

First off sorry for the long message ive cut it down as much as possible but just lots to tell.


I have recently bought my first house back in Feb. The house needs a lot of work doing to it which we are trying to complete asap. We were due to move in about 3-4 weeks ago but unfortunately have been delayed by B&Q meaning we have no bathroom.

In summary this is what has happened.

We had a design and measure up visit. Picked our bathroom and ordered it along with a few bits for the new kitchen. All totalling around £1600.

Problems started 27th April

- Delivery was at 7am in the morning not at agreed time
- Item missing on delivery
- Shower was damaged

Contacted customer services and they had arrange the missing item to be re delivered. They checked with the store and we had to go pick up a new shower.

2ND May – Fitter had done all pipework and tilling the walls. Then he noticed that the sink was the incorrect size (not enough room to walk past the sink to get to the toilet) and also it had ripples in the porcelain.

Spoke with customer services again who had told us that it would take 3 weeks to re order which obviously wasn’t quick enough so they said to go into store and see what they had in stock. They said they would ring us to arrange the collection on this sink.

So having to send the fitter home as he needed the new sizing’s of the sink to continue. Being charged a full day for only a few hours work.

Got to store and spent about 15 mins trying to get someone to help.

We spoke to 3 people who were totally useless who didn’t offer any help just gave us a brochure with sizes and said that if its down this isle you can take it home. We couldn’t find anything suitable so had to go find someone else to see how quick we can order the smaller sink of the one we wanted. As customer service said it would have been 3 weeks but the guy said that that sink would be to big aswell so that the home visit and measure up was pretty pointless. We found a suitable sink and tried to order it. we were told again a 3 week wait unless the fitter has a trade point card then we could get it in 3 days. Grrrr so we pay more and wait longer just stupid.

Anyway got a mate with a tradepoint card so re ordered it. we were told that they would call us once it’s in store in 3 days.

7 day wait and no phone call. Rang the store and was told it had arrived ages ago L. So went and picked it up.

Finally fitter was back the following week to continue the bathroom. Took the sink out the packaging and had noticed that the sink was damaged. 3 big chips and a crack grrrr. Anyway the fitter got the sizes and unfortunately had to spend a whole day re routing the pipework as the new sink obviously being a lot smaller. Doing this meant re plastering the wall it was going on as the pipes are hidden.

Called the store straight away and was told no one was picking up from showrooms and they will call back. 2 hours later I called again and was told the same info. 3 hours later I called and said I have left 2 messages and have no call back and they told me that no one is on that department now so we will have to call back tomorrow. Arrrrrrgggghhhhh L


Decided to go into the store to return and re order ANOTHER sink. Went to customer service who told us we had to go to trade to return it. went to trade and waited about 15 mins to be told we had to go to showroom. No one on showroom and when we asked there was one person in who was in an appointment. Went to customer service again who said that the showroom person is the only one who can help but shes in an appointment so we would have to wait 30 mins.

By this point we called a manager as we really weren’t happy. 15 mins later the women appears with a very bad attitude. She said that managers cant help and she would get the women from showrooms to come over asap.

Anyway lady came over after her appointment and sorted out the re order and return. We left the store almost 2 hours later! L

Finally 3 days later we had the sink delivered and it was in good order. the fitter can finally continue the job and we can move into the house after 4 weeks in total since the initial delivery.


So not happy with all this I complained to b&q and all they came up with was a sorry and a £75 gift card. I told them we weren’t happy with this as we have had to pay the fitter a day to do nothing and also another day to re do pipework due to there designers errors. With all the other bad service and damaged products I don’t think this cuts it.

They said the only way they could look into compensating more was to give them invoices of the fitters work to prove that he had to change pipework and also charge us for the wasted day.

My problem is the fitter is a family friend who is retired. We are paying him £100 day rate in cash so invoices aren’t given.

Can anyone help on what we should do. I think that we deserve more for the fact we have had massive delays in moving in our new home and all this bad service and hassle.

Hope you can help.

Dan

southcoastrgi

danieljephcott wrote: »

Hello all,

First off sorry for the long message ive cut it down as much as possible but just lots to tell.


I have recently bought my first house back in Feb. The house needs a lot of work doing to it which we are trying to complete asap. We were due to move in about 3-4 weeks ago but unfortunately have been delayed by B&Q meaning we have no bathroom.

In summary this is what has happened.

We had a design and measure up visit. Picked our bathroom and ordered it along with a few bits for the new kitchen. All totalling around £1600.

Problems started 27th April

- Delivery was at 7am in the morning not at agreed time
- Item missing on delivery
- Shower was damaged

Contacted customer services and they had arrange the missing item to be re delivered. They checked with the store and we had to go pick up a new shower.

2ND May – Fitter had done all pipework and tilling the walls. Then he noticed that the sink was the incorrect size (not enough room to walk past the sink to get to the toilet) and also it had ripples in the porcelain.

Spoke with customer services again who had told us that it would take 3 weeks to re order which obviously wasn’t quick enough so they said to go into store and see what they had in stock. They said they would ring us to arrange the collection on this sink.

So having to send the fitter home as he needed the new sizing’s of the sink to continue. Being charged a full day for only a few hours work.

Got to store and spent about 15 mins trying to get someone to help.

We spoke to 3 people who were totally useless who didn’t offer any help just gave us a brochure with sizes and said that if its down this isle you can take it home. We couldn’t find anything suitable so had to go find someone else to see how quick we can order the smaller sink of the one we wanted. As customer service said it would have been 3 weeks but the guy said that that sink would be to big aswell so that the home visit and measure up was pretty pointless. We found a suitable sink and tried to order it. we were told again a 3 week wait unless the fitter has a trade point card then we could get it in 3 days. Grrrr so we pay more and wait longer just stupid.

Anyway got a mate with a tradepoint card so re ordered it. we were told that they would call us once it’s in store in 3 days.

7 day wait and no phone call. Rang the store and was told it had arrived ages ago L. So went and picked it up.

Finally fitter was back the following week to continue the bathroom. Took the sink out the packaging and had noticed that the sink was damaged. 3 big chips and a crack grrrr. Anyway the fitter got the sizes and unfortunately had to spend a whole day re routing the pipework as the new sink obviously being a lot smaller. Doing this meant re plastering the wall it was going on as the pipes are hidden.

Called the store straight away and was told no one was picking up from showrooms and they will call back. 2 hours later I called again and was told the same info. 3 hours later I called and said I have left 2 messages and have no call back and they told me that no one is on that department now so we will have to call back tomorrow. Arrrrrrgggghhhhh L


Decided to go into the store to return and re order ANOTHER sink. Went to customer service who told us we had to go to trade to return it. went to trade and waited about 15 mins to be told we had to go to showroom. No one on showroom and when we asked there was one person in who was in an appointment. Went to customer service again who said that the showroom person is the only one who can help but shes in an appointment so we would have to wait 30 mins.

By this point we called a manager as we really weren’t happy. 15 mins later the women appears with a very bad attitude. She said that managers cant help and she would get the women from showrooms to come over asap.

Anyway lady came over after her appointment and sorted out the re order and return. We left the store almost 2 hours later! L

Finally 3 days later we had the sink delivered and it was in good order. the fitter can finally continue the job and we can move into the house after 4 weeks in total since the initial delivery.


So not happy with all this I complained to b&q and all they came up with was a sorry and a £75 gift card. I told them we weren’t happy with this as we have had to pay the fitter a day to do nothing and also another day to re do pipework due to there designers errors. With all the other bad service and damaged products I don’t think this cuts it.

They said the only way they could look into compensating more was to give them invoices of the fitters work to prove that he had to change pipework and also charge us for the wasted day.

My problem is the fitter is a family friend who is retired. We are paying him £100 day rate in cash so invoices aren’t given.

Can anyone help on what we should do. I think that we deserve more for the fact we have had massive delays in moving in our new home and all this bad service and hassle.

Hope you can help.

Dan

I'll quote you this time just incase you don't like any of the answers given this time & delete the OP

as i said on your previous thread about the same thing, welcome to the world of the tradesman/woman,

however i am really glad you have decided to post, because if nothing else it gives an insite into some of the probs facing a trade person every day, had the installer been suppling the materials then look how much time & money it would have taken them to sort this out none of which the customer would be expecting to pay for & this would have come out of their PROFIT NOT LABOUR (for all of you that say a trade isn't allowed to make a profit),

most trades wouldn't use B&Q for a bathroom or kitchen due to the fact they only normally use one supplier & therefore delays & problems can & do happen with them all the time,

do i feel sorry for you ? yes i do in a way you pay for a service & expect it to be a good one, do i think you have cause for complaint ? yes again i do,

the trouble with places like B&Q is that it is a faceless entity people go to work & come home again, do they give a damm that your basin is wrong or broken no of course they don't, people buy things like this from them because they are normally cheaper than a bathroom showroom but the reduction in cost has to be met somewhere either with cheaper made goods or a lack of customer service,

they won't refund your amount of time taken to sort this out & as the guy you are using is retired & not running a business (& therefore was only going to be at home) i really don't know why you have had to pay him or expect B&Q to do so,

all items should be checked on delievery & if you had done then the probs would have been seen alot sooner.

DirectDebacle

B & Q entered into a contract with you to deliver and supply goods on a set day and time. They failed to fulfill the contract.

As a result this has caused you considerable inconvenience and additional expense.

You need to sit down and accurately work out what this has cost you in monetary terms.

Add a realistic amount for the inconvenience element and time spent on resolving the issues with them.

If this totals more than the £75.00 voucher already offered then reject their offer and return the voucher together with your claim. Ensure all communication with them from this point on is in writing (preferably recorded delivery)

See what they come back with. If it is not acceptable then you can consider the County Court (Small Claims Division)

Try to keep it factual and itemise their failures, the consequences and the cost, e.g.

1. The original order included a showerhead part no ###. This was not delivered and I was told to collect it from the store.

My time and travel costs for this were £xx.xx.

Give them no more than 28 days to respond.

Leif

Last Saturday I ordered 4 bulk bags of sharp sand from B&Q. I'd been told by a builder not to buy from B&Q because they are unreliable. Surprise surprise, today was the delivery day, at 3pm I rang up to check the delivery, and they told me there was no delivery date on the order, although there was a delivery charge. I have waited indoors all day, expecting a lorry to pull up outside with some sand. I will cancel the order, and go to Wickes instead. I've ordered numerous things from them, no issues at all. B&Q strike me as incompetent. Trying to check the order today was not easy.

"Can you confirm delivery is today?"
"If you were told today, it will be today".
"No, could you check please?"
"If you were told today, it will be today".
"I would like you to check"
"Delivery is next Wednesday"
"But I was told today"
"I'm sorry, the delivery company are closed for the bank holiday, and the next delivery slot is Wednesday"
"No I asked you to tell me when it would be delivered, could you check the order and confirm the delivery date is today?".

And so on. Until finally he checked, and said there was no delivery on the system against the order.