B&Q Kitchen Disaster - Reported to Furniture Ombudsman

csgohan4

Paying for something you didn't look or request the small print.... and then complain later.








Troll

maxilee

Sorry, I don't understand. I get the bit where you're calling someone a troll but I don't understand the actual sentence (is it a sentence?) at the start.

LilElvis

maxilee wrote: »

Assuming again - I haven't said that YOU did, read again.

They made an appointment to come to my house to inspect. They didn't show up. They lied about showing up. Then they said 'Forget the inspection, we'll just replace those two doors'. Then continued through lengthy correspondence to dodge all questions.

Their conduct is not great, is it? Forget that it's B&Q. If any trader dealt with you like that, would you trust them in future dealings?

Another of your assumptions is that I've 'overloaded' the ombudsman. Their form asks for the correspondence. I've provided what they've asked for and nothing more.

Your manner is very abrasive.

I read your post and fully understand the chain of events regarding the "failed inspection", but it doesn't alter the fact that, by not inspecting, the replacement of the doors will be viewed as a goodwill gesture without admission of liability.

No, I would not have tolerated such poor customer service, but that is a separate issue from the company's legal obligations towards you.

I am really at a loss to understand what you actually expect the obudsman to do for you, given that your request for a full refund is unrealistic and B&Q have agreed to replace the damaged doors. I don't believe they can, or will, act in anticipation of a future problem which may not even materialise.

Whilst my tone might appear, to you, as abrasive I don't take kindly to being insulted when I have taken my time to reply with a factually correct answer to your questions.

Perhaps other members will provide answers more to your liking.

cddc

Look, we all understand that you are unhappy with the fact that your doors are failing after less than two years. We all would be.

We also all understand that B&Q have been remiss in not inspecting when promising they would. However, they have offered to replace the doors f.o.c. which is the minimum I would expect.

You need to understand that this does not and never will entitle you to the replacement of your entire kitchen at B&Q's expense. You have received poor service and may, if the ombudsman agrees, get some kind of redress for that. Depending on how well you have argued your case. You will not get a new kitchen or a complete refund on your existing one.

Expecting that is like expecting a manufacturer to replace an 18 month old 15000 mile car with a new one because your existing one develops a fault. You will get the fault fixed for free, but not a new car.

Good luck with your claim.

lincroft1710

LilElvis wrote: »

Perhaps other members will provide answers more to your liking.

Sorry OP, can't oblige, I think Lil Elvis has given you the correct answer.

dwm50

Hi Maxilee, just been reading about your experiences with B&Q - I worked for a B&Q call centre briefly (fortunately), for six months, eight years ago - the vast majority of complaints were about their fitted kitchens - if you were lucky enough to get everything delivered in one piece (which was rare) the fitters would be almost guaranteed to have the measurements wrong. People literally would phone up in tears. Often, too, because the person who was supposed to show up, hadn't. Substandard goods - heard it all the time. So, you have my sympathy. I fail to see how spending something like £4,000 plus on a kitchen can be considered cheap? Looks like some people need to re-examine their reasons for coming on this site. You have every right to grumble! Good luck with the Ombudsman and hope you get it fixed.

forgotmyname

Letter before action rejecting all the doors, reason being their loss adjuster claims (even though they have not inspected) the doors are water damaged and not suitable for a kitchen enviroment.

Which doors did you choose?

Or accept the replacement doors and move on?

maxilee

cddc I know they won't refund the cost of the kitchen - it's just my ideal scenario. I'd feel better about them offering to replace two doors if they'd actually looked at the doors before insisting it's water damage. One of the doors is 5 foot away from any water source and for cleaning gets vacuumed, and spot cleaned with a damp wipe then dried. It doesn't make sense how it could be water damage unless those doors are too sensitive therefore making them not fit for purpose. It is closer to the hob that I would like due to B&Q's designer inputting wrong measurements at the design stage. They assured us at the time that this would make no difference and the cupboards were a safe distance from the hob. The cupboards either side of the hob are fine so perhaps they were right about that, I have no idea.

Thanks dwm50 - it's good to hear that I'm not going mad. We had our own fitter, I don't know if the 'cheap' comment assumed that the £4000 included fitting. Still not cheap but probably to some people it is.

forgotmyname - we chose the Ivory Framed style doors - it's very frustrating to have to accept something when you feel you've been duped. The level-headed side of me is telling me to get over it, accept the doors and get on with it but I'm really upset about it at the moment. The kitchen looks just like I wanted it too - dream kitchen in that sense. Just a shame it can't be used properly if I want it to stay looking that way...

swingaloo

Dont forget that this kitchen is mass produced and the doors will be in hundreds of kitchens. Is it still on sale? BQ will now if there is a manufacturing defect as they will be inundated with complaints so that may be why they are assuming as they are without inspecting.

Im sure the hundreds of others who have the same kitchen will be cooking, washing etc in theirs.

maxilee

No, it's been discontinued.

My sister has the same kitchen in a different colour. She has no issues but her kitchen gets minimal use (no children and cooks pasta once or twice a week as they eat out a lot).

If it was a known manufacturing defect, surely they'd be replacing without blaming the customer and all the nonsense and backside-covering that's gone with it. Or maybe I'm being naive in expecting common decency from a brand that I'd previously trusted.