B&Q and compensation

RedBern

Hi,

we purchased a kitchen from B&Q last year - and had a nightmare time with delivery and parts missing etc. The double oven I ordered was delivered and was - instead of a built under - a built in - so wouldn't fit. It was then it was rerplaced and fitted - when I switched it on to try it out on christmas eve I discovered it was a single oven with grill! (the kitchen was still in a mess so I hadn't been using it). Consequently Christmas Day was a nightmare - which extended to my husband's birthday party on 5th Jan - as we couldn't get the replacement oven fitted before then. So festive season bit of disaster on the culinary front!

I waited until everything was finished and wrote to B&Q who have said they'll pay compensation - and they have offered £150. I thought (on a 6k kitchen) that wasn't enought - and told them to try again. Any idea how to calculate this type of thing? I believe my only recourse is the 'loss of enjoyment' factor as regards small claims, as the problems re late/missing delivery times are expected in their contract. What would you expect - or indeed accept - for something which dragged on over 12 weeks??

sjc_2

I had a similar issue with B&Q Kitchen and all the parts turned up fine, no issues. Installation was even smooth.

But and it's the big one I ordered and paid for the whole kitchen to be tiled wall to wall. I had a mate plaster the room for us so it was empty with no skirting boards yet fitted so they could go wall to wall. The tiles were stone tiles and quite thick. I had also paid for removal of the old floor tiles. Anyway the fitter just used self leveller over the old tiles and started fitting the new ones spotting each corner. I had a slightly heated debate with him that they couldn't be fitted this way and would echo, but he had none of it. Also called B&Q got a refund for the removal of old tiles £200 and stated wasn't happy with spotted tiles.

Anyway whole kitchen was then fitted and off they went, but walking on the tiles echoed and was not happy especially as one split and cracked in half as we moved the American style fridge freezer back in to place.

Many phones calls and visits later to try and patch up the job, I eventually got the Area Manager down he immediately stated they had been fitted wrong and would get them redone. Proper tilers turned up to do the job but were only doing to under the units and not wall to wall as I had requested and paid for, so whilst we were happy the floor was correct in the open it wasn't what I had requested and paid for.

Upon speaking with Area Manager he confirmed that if I wanted it as ordered and wall to wall the whole kitchen would need to come out, wall tiles removed as the floor would drop slightly with the old tiles being removed and was a major job basically twice as long as the original install and we were by this time sick of it all. He then mentioned he could pay compensation and leave as is our choice.

Now the kitchen and fitting was costings £4,500 with no appliances and us doing our own electrics and plumbing. They came back with an offer of £600 which worked out to be the cost of the floor tile removal, new tiles for a third time and fitting. Which I rejected my argument being it would cost me that to put right and that's just the floor not the units plus I knew it would cost him more than that to put it correct. A few more discussions were had and they eventually refunded 25% of the total cost just over £1,100 which I agreed to. They also stated by accepting this payment I could make no further claims on the Kitchen guarantee for anything. As this was now nearly 20 months since fitting and the kitchen had a two year guarantee I wasn't that bothered so took the money.

Avoriaz

I would have thought between 5% and 10% of the total cost so ask for 10% (£600) and be prepared to settle for between £300 and £600.

There is no logic to this figure, it just seems about right.

Would you accept £300?

Push them hard and don't give up.

Good luck.

RedBern

thanks both - they asked me what sort of figure I had in mind - so I didn't want to jump in with a silly amount either too low or too high - but had thought somewhere around 5 - 10%. I'll let you know......

RedBern

I have today had a 'phone call from the local branch of B&Q. They have received a cheque for £450 - £300 out of pocket expenses and £150 compensation.

I wrote to B&Q asking them to get a move on - that I was unhappy with £150 compensation. So .. help! I don't think £150 goes close to the stress/upset I had . Do I hold on to the cheque or can I bank it??

hollydays

If you dont agree with the amount-dont bank it,it signals acceptance.

RedBern

thanks - so I hold on to it - and write to them asking for an 'appropriate' amount of compensation? I know my colleague had £100 compo from B&Q because they didn't include the bottom boards for her kitchen - everything else was ok! On the other hand, I had to try to cook a meal for 6 in a single oven on Christmas Day .........