B&Q Kitchen Disaster - Reported to Furniture Ombudsman

maxilee

We bought a £4000 kitchen which was delivered in May 2014. Prior to delivery the designer had inputted incorrect measurements and we ended up having to make last minute changes that we didn't want. There were a string of errors before delivery (all of which we complained about at the the time), including an item used on the plan that was not 'real' (a 'bridging shelf' which in reality was an end panel hand sawn to size, placed between units and then a plinth attached...).

Anyway, when we complained at the time we were given 'goodwill gestures' to remedy these faults - never once did they admit fault. This carried on after delivery - missing plinth, no carousel, too many panels, not enough drawer inserts and they didn't have them in stock for months after etc etc.

My issue now is that the laminate on two of the doors has started to 'bubble'. One of the doors is on the sink unit and the other is a top food cupboard door.

I complained online and was referred to their complaints team who kept involving the store. After many emails back and forth and promises of calls that didn't happen, someone from the store eventually called and made an appointment to come out and inspect. I work at home sometimes and my desk is right next to the door with the phone docked on it. She didn't turn up. A week later, head office called to make sure she had been and see if I was happy. I explained she didn't even bother to call to say she wasn't coming and I hadn't heard anything since. She contacted the store and said 'Oh she's not in today but she did call and she phoned too because you didn't answer the door'. That's a blatant lie - there were three adults here that day and I was next to the door, working in silence. The phone didn't ring.

This person then calls my house a few days later, speaks to my husband and said she did call, gave a description of our house (?) and said she won't be coming to inspect as, in her opinion, it's water damage. He disagreed but she wouldn't budge. When he explained about it only being two doors and one is high up away from water, she said 'Oh it's only 2 doors - we'll replace them then.' She still maintained it was water damage and this was another goodwill gesture. When he pushed her on the water damage claim, she said there shouldn't be any moisture in the kitchen and the doors should not come into contact with water. We said we don't wet the doors, we use extraction, we have two windows and a door BUT they are still in a family kitchen. She maintained that it's water damage.

After 30ish emails back and forth to head office, they agree with her assessment (don't forget, she hasn't inspected the doors) so I've complained to the furniture ombudsman and requested a full refund as I have lost all confidence and want a new kitchen from a different supplier who's good are fit for purpose. I feel that kitchen doors that are not allowed anywhere near moisture, are not fit for purpose. I initially only wanted the doors replaced but in view of the revelation that the doors can not even be in a room that may have water (in any form) in it, I've changed my mind an no longer want it.

Has anyone else ever come across this? Are B&Q being reasonable here? I don't know what to think which is why I've raised it with Ombudsman.

hollydays

What was the goodwill gesture?

maxilee

Sorry, the latest goodwill gesture is to replace the two doors. Although that's what I originally wanted, the revelation that they will put any further damage/deterioration down to water damage has made me lose confidence that the kitchen is fit for purpose. She has already told us that if it was all of the doors, they wouldn't have replaced them AND if this occurs in future, we have to arrange an independent inspection at our own expense) to prove it isn't water damage.

Also,the emails show that B&Q will not answer me when I repeatedly ask: If I accept these doors, do you accept that I still wish to continue with my complaint about the fitness for purpose of the kitchen. They won't answer the question.

They're trying to put us under pressure to go into store and order new doors as they need to be sourced (as they told us the kitchen is now discontinued). Otherwise, we would just buy the doors and continue with the complaint without asking this question.

cddc

Good luck with rejecting a kitchen that has been installed over a year! You do seem to have some unrealistic expectations of the product. You have not bought a high end bespoke product and expecting that a bridging shelf would be anything other than cut down end panel suggests this.

However, it sounds as if B&Q have not exactly covered themselves in glory with their service here, and if they a really taking the position that kitchens should be moisture free that is a fairly ludicrous position to take.

I would expect B&Q to replace the doors under warranty at least once. There is a reasonable expectation that the customer should look after the product going forward.
And if the same doors blow annually, it would suggest that you could try harder.

Kitchens are meant to be sturdy. They are not indestructible. Cheap paper or vinyl wrap doors are prone to blowing by either moisture getting in the joins in the wrap, or by steam melting the glue and causing the vinyl to bubble. So though while insisting that kitchens should have no moisture is ridiculous, you should be aware that excess moisture can cause damage the doors.

maxilee

What do you think my unrealistic expectations are, CDDC? I just expect a kitchen to be able to be used - there is no excess moisture. We have a kettle (down the other end of the kitchen where there are no top cupboards), a hob, an oven and a sink. We cook in it every day. We use the extractor.

The bridging shelf was on the plan as a bridging shelf - they didn't tell us that it was an end panel, just delivered a kitchen that didn't have any such item. They didn't provide it, just put it on the plan to make it look better for the visualisation.

As for cheap wrap doors - after a year, I would expect doors sold for use in a kitchen to be fit for that purpose. It's not a commercial kitchen and doesn't get overused in any way - just general family use.

cddc

As I said, I would expect the doors to be replaced f.o.c. and they have offered this.

With kitchens, as with much in life, you get what you pay for, and what you got for your money was a cheap vinyl wrap door which needs to be treated with a bit more caution than a more expensive but sturdier lacquer or an acrylic one if you want it to last.

The cheap B&Q ones need more caution than most to be honest. This does not mean they are not fit for purpose, just not very good.

LilElvis

maxilee wrote: »

What do you think my unrealistic expectations are, CDDC?

Do you actually think it is either reasonable or realistic to expect to receive a full refund on a kitchen more than 18 months after installation?

Yes, you had issues with the design and installation, but that was 18 months ago and you accepted the remedies, however grudgingly offered.

The response you have received to the problem with the laminate on the 2 doors does not sound to be great either, but in fairness they are quite correct in describing their replacement as a goodwill gesture and requesting an independent report should any other issues arise. Should this problem recur then pay for a report - if it finds in your favour then B&Q will have to reimburse you for its cost as well as supply a remedy. You have 6 years from the date of purchase to make any such claims.

POPPYOSCAR

What warranty do they give on their kitchens?


Homebase for example give a minimum of 5 years on their cheapest range.

maxilee

From what I can find, their warranty is only 1 year. This information wasn't given to us or we would never have agreed to it. I have the paperwork here and it doesn't say this on it but from looking around online, people are saying 12 months.

I'm really surprised that people think I'm being unrealistic to expect to be able to use water (that obviously will create some moisture) in my kitchen, and my kitchen to stay in one piece.

They aren't the most expensive doors available but they weren't exactly 'cheap'. If I bought a tyre for my car that kept going flat because I was driving on it, it wouldn't be fit for purpose. I can't really see a difference. I bought a kitchen to cook in and I can't because it will make the laminate peel off the doors...That doesn't seem fair to me.

POPPYOSCAR

maxilee wrote: »

From what I can find, their warranty is only 1 year. This information wasn't given to us or we would never have agreed to it. I have the paperwork here and it doesn't say this on it but from looking around online, people are saying 12 months.

I'm really surprised that people think I'm being unrealistic to expect to be able to use water (that obviously will create some moisture) in my kitchen, and my kitchen to stay in one piece.

They aren't the most expensive doors available but they weren't exactly 'cheap'. If I bought a tyre for my car that kept going flat because I was driving on it, it wouldn't be fit for purpose. I can't really see a difference. I bought a kitchen to cook in and I can't because it will make the laminate peel off the doors...That doesn't seem fair to me.

I agree with you and I am grateful for you posting about your experience with B&Q as we are about to do our kitchen and will now stay away from them.

LilElvis

maxilee wrote: »

From what I can find, their warranty is only 1 year. This information wasn't given to us or we would never have agreed to it. I have the paperwork here and it doesn't say this on it but from looking around online, people are saying 12 months.

I'm really surprised that people think I'm being unrealistic to expect to be able to use water (that obviously will create some moisture) in my kitchen, and my kitchen to stay in one piece.

They aren't the most expensive doors available but they weren't exactly 'cheap'. If I bought a tyre for my car that kept going flat because I was driving on it, it wouldn't be fit for purpose. I can't really see a difference. I bought a kitchen to cook in and I can't because it will make the laminate peel off the doors...That doesn't seem fair to me.

A warranty is in addition to your legal rights. If it was an important part of the decision as to whether you would purchase a kitchen then why didn't you ask? B&Q have done nothing wrong in this regard.

No one, including B&Q, have suggested that you shouldn't, or can't, use your kitchen. The seller has surmised, without inspection, that the damage to the doors has been caused by excess moisture in your kitchen and have then told you that in the event of further blistering they will require an independent report before providing any further remedy to prove that your negligence is not the cause. As you are adamant that this is not the case then there won't be a problem. You will get a report, it will show that the fault was due to poor manufacture rather than a user issue and B&Q will be legally obliged to remedy the issue. Losing confidence in a product does not entitle you to a refund.