B&Q kitchen never arrived and still no money back!!!

GG0906

I bought a b&q kitchen whilst they had a 20% off offer on and with my brother in-laws trade point card for extra discount.

I asked what the earliest delivery date was and I was informed the 10th December. As this was too close to Christmas, my partner and I asked if they could bring that forward, if not we would have to look elsewhere. This was not a tatic, it's our first Christmas in our new home and had planned a Christmas/ house warming party.
They came back to us with a date of the 21st November.
I took the 21st off work (unpaid) and the kitchen never arrived. At around 4pm I rang B&q who assured me it would be delivered and deliveries were up until 8pm

I rang b&q again the next day to enquire as to what happened. I was told the order had never come through to the processing centre. I queried how I got the delivery date of the 21st they said they didn't know! After kicking up a bit of a stink they assured me they wwould get the bulk of the order through to me by the 28th.
On Monday the 25th, the trade point owner received a text stating the kitchen would be delivered on the 26th. At the last minute I got another unpaid day off work only to find the kitchen did not turn up again.

I decided to cancel the kitchen order as i had lost all confidence that the order would ever arrive. It stated on my receipt, and I was told several times in store when i ordered, that if the kitchen has not been delivered I can cancel and get a full refund.

I was told on Wednesday the 27th that my refund would automatically credit back to my card on the Friday (29th) it didn't. I rang B&Q again to ask about my refund, they said it can take up to 5 working days to process. When I called again on the 5th working day having still not had any money back I asked to speak to a manager. He stated the refund process is 28 days but he would put it through as an immediate refund (taking 3-5 working day). I told him this was not good enough but he said that was the best he could do and assured me the refund had been processed to be returned onto the card I paid with, he even checked the details of my card.

I then got a call from the trade point card owner stating he had recieved a cheque from b&q. The cheque was over £1100 pounds short and made out to the wrong name, as his surname is incorrect on his membership which he has flagged several times with b&q but they have never rectified their error!

I have been without a kitchen for over 4 weeks thanks to b&q. I can't buy a new kitchen until I get my money back.
It states on the receipt that I can have a full refund, any ideas on what I can do?

frugal_mike

What method did you pay by? If it was a credit card then you can make a Section 75 claim. The Credit Card supplier will be jointly and severally liable for the contract so will have to give you all the money you paid back.

If it was a debit card then you can try a chargeback. This isn't a legal right, but should still work. Again, call the card provider for this.

GG0906

Thank you. I did pay by debit card.

frugal_mike

You may have to wait for the 28 days to be up before they do the chargback though.

Forwandert

Who actually paid B&Q? You mention your brother in law receiving a cheque, also it being purchased as a trade purchase.

George_Michael

frugal_mike wrote: »

What method did you pay by? If it was a credit card then you can make a Section 75 claim.

Not that it matters in this instance, but if a credit card had been used to pay, the credit card company would have a good argument for not agreeing to a S75 claim.

I bought a b&q kitchen whilst they had a 20% off offer on and with my brother in-laws trade point card

According to the B&Q terms and conditions, a Tradepoint card is only to be used by trade purchasers and if the CC company think that the kitchen was a trade purchase, they will refuse any S75 claim as this only covers consumer goods,

GG0906

I paid on my debit card and was told that I would recieve the refund back to my card.

SuperHan

It's a tricky one, as this is technically a B2B sale, not a consumer sale, as you paid with trade point card.

However, you can hold them to the terms and conditions in the contract you have with them. What does this say about refunds? If it says they can do this by cheque - then they can. You'll have to have a look at any T&Cs of the trade card and hold them to that.