B and Q - who is the customer?

neilmcl

ThumbRemote wrote: »

I can't see how the OP has paid on behalf of someone else. The goods were never the property of the installer. The installer has a contract solely to fit items supplied by the OP. The OP handed over the money, took possession of the goods and retained the receipt. They did everything legally required to form a contract.


If I scan my Tesco Clubcard when someone else is buying their shopping, it doesn't make their shopping mine.

If you pay on behalf of someone else at the checkout, it doesn't make it your shopping either.

[Deleted User]

Sicard wrote: »

His name isn't Michael it's Michele.

Doesn't much matter, he's on garden leave and won't have read the letter in any case.

A polite request that his fitter ( the customer as far as B&Q are concerned) be refunded would have been better. The fitter would then reimburse the OP.

However, I suspect the refund may have already happened and the fitter has neglected to re-pay the OP.

steampowered

People are living on cloud cuckoo land if they think that the CEO of a large company has time to deal with minor customer complaints personally (wordy ones or not).

Though to be fair most large companies have an executive complaints team to deal with complaints sent to the CEO or other senior management. Most likely the email went to a complaints team who are hopefully looking into it.

Whose name is on the receipt? If you brought through tradepoint, it sounds like B&Q are correct to say you have to go through them.

The-Truth

Ab195 wrote: »

All,

I would be really grateful for views on the line B and Q is taking with me. I recently complained (via the CEO to get the main complaints team) to B&Q as follows:

"Dear Michael,

I’m getting married this year (to XXXX, cced), and I have also recently changed jobs and bought a new house – as I am sure you can appreciate, it’s quite a stressful time for us.

As part of renovating our new house we bought a kitchen and utility room from B&Q last summer (reference XXXXX) and very nice they are too. We bought them from your XXXXX store and in general the staff there we very pleasant and friendly, but I’m afraid that’s where the complimentary part of this email ends.

Most of the kitchen was delivered in June 2016 but the final pieces were not delivered until Christmas, meaning it wasn’t fully installed until the early part of this year and my turkey had to be cooked elsewhere. That’s not on really is it, Michael?

One of the key things that was missing was an oak breakfast bar, but a laminate one had been delivered (you’ll find it under the item list for my utility room). The laminate breakfast bar was either designed into the project in error, or may have become surplus to requirements when we discovered our kitchen fitter had enough spare oak from our kitchen for the work surfaces of the utility room, which we had originally planned to be laminate (I suspect it’s the former as we had a lot of laminate delivered!). Either way we ended up with a laminate breakfast bar we did not need and your staff collected it in December. However – I was not refunded for its cost. That’s not really on either is it, Michael?

I went into the store in January and complained, and the very helpful local staff rang up your delivery team who accepted I should have been refunded and agreed to do so. This never happened. That’s not really on either is it, Michael?

You might wonder why I have taken three months to complain but as I told you at the start of this email, I have had a lot on, and remember that we paid for the kitchen in June and have just got used to going backwards and forwards (also remember that it took 6 months to get the whole kitchen delivered). I have not gone back to the store as this is clearly not their fault (when I went in in January it was apparent they have no control over deliveries). Please therefore do not treat this email as a complaint against them – that would not be on, would it Michael?

Where is my refund Michael? Also, now that we have finally been able to get the kitchen finished, we have some other left over stuff (boxes of tiles and some extra panels, still boxed. I’d like to return them, but I’d like to be paid this time please Michael. Could you arrange for me to have someone to speak to about the issue?

In general I am afraid to say that I am not very happy with your delivery or customer services team and I am sure you will understand why when you look at your own records and see the 6 month lag between ordering a kitchen and having all of the parts delivered. So in addition to the refund I am owed, and arranging the collection of and refund for the excess parts, I think a good will gesture would be in order. As it happens we are considering buying a new bathroom in 2018 after we are married, and a contribution towards that project seems like a proportionate gesture to me.

Thanks in advance for helping us Michael.

Best regards,

Ab195"

B and Q is taking the line that they can only deal via my kitchen fitter (it was a Tradepoint project) but I am taking the line that I paid for the items, I have a receipt, and the discussion about collection was with me. Do they have an argument or can I press on?

Thanks for reading.

That's one of the most rubbish complaint letters ever. Here's a tip, you're not his mate!

You refer to him as if you know him. It's just cringeworthy!

As others have said just stick to the pint and say what you want. (be realistic)

The-Truth

ThumbRemote wrote: »

Disagree completely. If the OP paid the money directly to B&Q, the contract is between them and B&Q.

The fact that B&Q processed that payment via a trade point account is their own internal problem.

You're just taking the Michael!

lovinituk

If a customer wrote to me like that I would make it as hard as possible for them to get any refund that was owed to them!

mattyprice4004

Since when is the phrase 'that's not really on' even remotely suitable for a complaint letter? Let alone using his (incorrect) name over and over again?

It sounds like it was written by a member of the shell suit brigade, that'll be filed under 'bin'