Colour variation in laminate - what are my rights

ZenLikeBalance

Hi all,

I bought two pieces of laminate from B&Q and had them installed on Wednesday. When I returned home I immediately noticed a colour variation between them and now have a patch-work counter top. I hate it!!

I have complained to B & Q about the quality as they should, to my mind, be the same colour. Or at least similar enough that its not this obvious. I only bought laminate from them, the fitting I arranged privately.

What can I reasonably expect from B & Q to rectify this? I'm so upset. I feel they should correct it, with however much new worktop is needed and the labour (no idea if you can just replace bits or if it would be all or nothing). I spent £420 on the fitting and £325 on the worktop. Literally gutted, it ruins the kitchen.

There is nothing on the web or in my order to suggest that there is any chance of colour variation in laminate, especially as it was bought at the same time. One piece is cream, the other has a greyish tint.

If anyone knows what my rights in this case might be I'd be so grateful.

agrinnall

What did B&Q say when you complained?
Were the two pieces of laminate from the same batch number?
Why didn't you notice the colour difference at the time you were selecting the items?

tykesi

I'd be questioning the fitter as to why they have continued to fit and charge £420 without checking with you first if the pieces are different colours?

Fosterdog

Did you go there and pick the pieces or did you order online or over the phone meaning they picked it? If you picked it then it was up to you to check batch numbers and colour match. If they picked it for you I'd expect them to batch and colour match.

ZenLikeBalance

Thanks all

I ordered online, and they were delivered together, wrapped in plastic. I couldn't physically move them so just left them in cardboard where the delivery guys put them. With the protective plastic on the colour difference wasn't noticeable.

I didn't check the batch, didn't even know they would have one. I knew natural stone could vary, but not laminate bought at the same time. Should B&Q not have given me two from the same batch?

No response yet. I just wanted a steer on my rights and what I could reasonably hope to achieve.

Thanks

DoaM

The problem in this case is that this type of "fault" should have been obvious after unwrapping. Therefore by proceeding to fit them then it could be argued that you have "accepted" the goods, in which case any resolution from B&Q may only be goodwill. (I appreciate that YOU didn't fit them, but you instructed others to fit them - if they didn't report the issue to you then that still makes it YOUR issue not B&Qs).

Your chances of reclaiming fitting costs appear minimal (to me).

ZenLikeBalance

Thanks DoaM.

I understand what you are saying. The fitters opened one worktop, cut those pieces, then opened the second and cut those pieces. They had to work in the living room as the kitchen is tiny, so I see how they didn't notice the product variation, and I expect once cut they figured they may as well finish the job as i'd have to pay them for their time anyway.

I feel that B&Q made this scenario highly likely by sending me products from different batches (which must be what happened) and that I had a reasonable expectation that they would send me products from the same batch. It should have been a quality control measure on their side. Sending two different batches was highly likely to result in either this exact situation, or a return. It makes no sense that they don't check on their side before dispatch.

They haven't responded yet anyway, so I will see what they come back with. Fingers and toes crossed for a simple and amicable solution.

Does anyone know, can you just replace individual pieces of worktop if they can colour match one of them?

Billy_Bullocks

ZenLikeBalance wrote: »

Thanks DoaM.

I understand what you are saying. The fitters opened one worktop, cut those pieces, then opened the second and cut those pieces. They had to work in the living room as the kitchen is tiny, so I see how they didn't notice the product variation, and I expect once cut they figured they may as well finish the job as i'd have to pay them for their time anyway.

I feel that B&Q made this scenario highly likely by sending me products from different batches (which must be what happened) and that I had a reasonable expectation that they would send me products from the same batch. It should have been a quality control measure on their side. Sending two different batches was highly likely to result in either this exact situation, or a return. It makes no sense that they don't check on their side before dispatch.

They haven't responded yet anyway, so I will see what they come back with. Fingers and toes crossed for a simple and amicable solution.

Does anyone know, can you just replace individual pieces of worktop if they can colour match one of them?

You can but they may have bonded the two pieces together v

ZenLikeBalance

Thanks Billy. Oh then they have, there was definitely glue involved.

bris

As they were bought online I would argue that it was B&Q to blame for sending two different colours when it was obvious what the intension of them was.


If you buy kitchen worktops you would expect them to match. Also it's a bit much to expect a consumer to notice considering they will 99% of the time not be fitting them.


You could argue the fitter was to blame but they just install what's in front of them, bad workmanship? Maybe but the difference may not have been apparent until they were joined together, which by that point they are cut and put in place.


I would escalate it up the chain complaining that two separate batches should never have been sent in the first place. Will it work, maybe, maybe not but it's bad practice to ship two different colours so maybe the CS department will agree.

ZenLikeBalance

Thanks Bris.

This is seriously stressing me. I can do nothing else in the kitchen until this is resolved and they still have not responded. I have no working kitchen; the cooker and hob can't be installed, nor can the sink. Is it reasonable to wait for 48 hours and then start a complaint via Resolver? I have only emailed customer service (with a photo) so far.

Sending the worktops they did was either going to result in this mess, or an inconvenient return / exchange. I do think they are culpable. It was entirely reasonable of me to assume they would send me matching worktops.

I don't think its the fitters responsibility. He didn't supply the worktops, he did his job of fitting them.

I'm still hopeful this will be resolved. I have had good experiences with them in the past.