B&Q nightmare

leyos

I bought and paid for a bathroom and installation from B&Q in November 2012. I was told it would take 5 days to install. The bathroom was supposed to be installed in the last week of January 2013, but due to a long list of incompetencies, delays, parts lost and faulty, and poor workmanship, work continued on an on-off basis and was only finally completed in September 2013.
In addition. when I was sold the bathroom, I was misled as to how the shower enclosure was to be installed, with the result that I have ended up with a bathroom design that is not what I originally paid for.
On top of that, damage was done to my home - to a door and coffee table. B&Q are still trying to source me a new door that matches the others in my home.

They have offered me a pitifully small amount of compensation. I have put in a counter-request for compensation to cover the mis-sold shower, the delays, the damaged table, time taken off work, etc, etc.

What I need to know is what do I do if they will not meet my claim? Where do I go next? I have tried to find out if there is an ombudsman for the industry that I can refer the matter to, but I've not had any luck.

I have spoken to my credit card company, who tell me that they can only help with the mis-selling of the shower, but to claim for that I'd have to get another plumber in to inspect the work. As that would involve taking my shower out to look at the plumbing, and then I'd have to re-do the grouting, sealant, etc, I don't want to do that if I can help it.

Can anybody help? I feel that I have been fighting B&Q for nearly 12 months on and I just want an end to it!

zaax

The final arbitor is the small claims court

leyos

Will they consider things like compensation for delays, time taken off work, etc?
Excuse my ignorance - I'm not very knowledgeable when it comes to the small claims court.

bod1467

They will consider any provable losses you have incurred, as long as you can demonstrate you have made efforts to mitigate these losses.

leyos

I have kept a log of all the time I have had to take off work, as well as all emails/texts relating to the delays, would that be sufficient proof? As for mitigating the losses, I'm not sure how I could have done that, since I was not responsible for the delays or anything relating to the progress of the work.

bod1467

Mitigating losses - making effort to prevent that loss from happening.

For example, you've taken time off work to allow them access to your property on a specific date. They tell you in advance that they won't be there on that date - if you still take that day off then you may not have mitigated the loss (of pay or holiday entitlement), depending on specific circumstances.

leyos

I see what you mean.
Many thanks for your help.

Hopefully we can settle it without going to court, but I will wait to see what their response is.

bod1467

Be prepared for brinkmanship. They'll likely take things all the way up to, but just before, the hearing and then they'll settle out of court.

(I'm not saying this is specifically B&Q's modus operandi. Just that many companies follow this modus since many claimants get cold feet and back down the longer things go on. It's a risk-reward strategy call the companies make).

Prothet_of_Doom

bod1467 wrote: »

Be prepared for brinkmanship. They'll likely take things all the way up to, but just before, the hearing and then they'll settle out of court.

(I'm not saying this is specifically B&Q's modus operandi. Just that many companies follow this modus since many claimants get cold feet and back down the longer things go on. It's a risk-reward strategy call the companies make).

Or often it gets LOST on someone's desk, they fail to turn up and you win by default. Then they don't pay, you pay the court baliff to collect and they go around the the CEO's office and start valuing the ivory back scratchers and leather sofa's, before the finance director gives them a cheque.

sistafromanothermista

Are they part of Trustmark?
If so, is this something you can take further along this route? Or to the furniture ombudsman?

leyos

I hadn't heard of the Furniture Ombudsman, but I've done a bit of research and it seems B&Q are a member, so I think I will try them first. Apparently, if they step in then any agreement made by B&Q will be legally binding.