B&Q have ripped me off

barry1304

hi guys,


wondering if anyone can give me some advice.


i purchased flooring and underlay from b&q and was told i could have the flooring delivered to my address.


i took them up on this offer and the gentleman took me to a different computer processed the delivery and gave me a few pieces of paper that confirmed my delivery i then paid for my delivery at a different desk.


now this is where my problem lies... i had a problem with bq and they where discounting my flooring the lady who was dealing with me took my paperwork from me to discount the flooring down so i could pay for it... the paper work was never returned and stupidly i did not take my receipt for my flooring or if i did i have lost it.


so all things from there went well at first they came to deliver my flooring i was not at home the delivery guys left a card and told me to contact them as they may still be in the area to re-deliver i contacted them and they said they would be about 1 hour to re-deliver my goods.


a lady from the store then contacted me and advised she had cancelled the order as no payment was showing next to the order. i explained i had paid but they were not for having this.


i contacted there complaint team and opened a complaint the lady who dealt with my complaint said she had investigated this complaint anf there was nothing she could do as i did not have proof of payment. the store checked the cctv and although they do not know what i look like advised they could not see me paying for the items.


my question is when the lady from customer service(complaints) office at bq contacted me she told me there was nothing she could do and this was a final response if you like in regards to the complaint... there was no information that if i was unhappy with the complaint what i can do next... can anybody help me please?


p.s if i have posted this in the wrong section or whatever i do apologise i am finding it hard to find the correct section


thanks in advance to anybody who can give me advice on what i can do

carolwat

Did you pay cash or card?

barry1304

paid cash. really need help

glentoran99

Surely the fact that delivery was arranged is proof you paid? They aren't going to place the order without payment are they?

NYM

Would they have accepted your payment for delivery if you hadn't already ordered and paid for the items? :think:

themull1

If you know the date you went, ask to see the cctv footage.

spadoosh

Can you be more specific with the details.

is it something like this?

picked flooring, ca offered free delivery
Processed order and gave you paperwork
Did you pay at this point?
Problems with B&Q and discount offered (new paperwork is normally given) Is this the same day?

It sounds like you might have two orders for the same thing, one with a payment allocated against it and the other with no payment allocated against it.

Give the store a ring and ask to know what orders you have in your name. Might have to go in to provide ID.

Shouldnt be too big an issue. There will be a discrepancy somewhere on there systems. With the caveat that the employee just pocketed your money, if thats the case youll probably be reliant on CCTV.


ETA ex B&Q employee so know the systems they use quite well.

barry1304

hi guys thanks for the many replys really really appreciate it


what happend i processed the delivery with a gentleman and that was fine he told me to pay at a different til i then went to speak to another member of staff as she was discounting my flooring down and took my paper work from me to do this it was never returned or any new paperwork issued.
that was all fine nobody contacted me to tell me about any payment or anything like that and the guys came to deliver ym stuff i had just missed then as had to go upto the shop to get electricity top up.
the order was then cancelled and a woman from the store called me and left a vm to say she cancelled it due to non payment.


i have asked to see the cctv and wa declined this due to data protection and my complaint has been rejected due to customer service taking the stores word and believeing them that i have not paid....


no details where giving about any alternative disputre resolution process it was just basically tough lucky your out of pocket £700

NYM

barry1304 wrote: »

hi guys thanks for the many replys really really appreciate it


what happend i processed the delivery with a gentleman and that was fine he told me to pay at a different til i then went to speak to another member of staff as she was discounting my flooring down and took my paper work from me to do this it was never returned or any new paperwork issued.
that was all fine nobody contacted me to tell me about any payment or anything like that and the guys came to deliver ym stuff i had just missed then as had to go upto the shop to get electricity top up.
the order was then cancelled and a woman from the store called me and left a vm to say she cancelled it due to non payment.


i have asked to see the cctv and wa declined this due to data protection and my complaint has been rejected due to customer service taking the stores word and believeing them that i have not paid....


no details where giving about any alternative disputre resolution process it was just basically tough lucky your out of pocket £700

I don't know if it's possible in this case, but you maybe able to SAR them for any CCTV image they have of you.

*click* ---> Personal information...

sourcrates

Guys this is the IVA/DRO board, nothing to do with floor boards !!!

Thrugelmir

barry1304 wrote: »

as i did not have proof of payment.

Nothing at all? How did you pay for the order.