B&Q Kitchen

rob_o4

In October, we designed our new kitchen with B&Q in store and purchased it on our credit card on 30th October, with a trade discount from our fitter at the time - we were not advised of any drawbacks or issues of going via a trade account at that time.

Between placing the order and proposed December delivery date, we had a falling out with our fitter. However we now couldn't discuss any elements of our kitchen or delivery as we weren't the account holder despite having paid for the kitchen - and even now B&Q customer services won't deal with us despite kitchen works ongoing - is this normal?

Secondly, due to change of fitter, we had to re-arrange the delivery last minute from December, and we're advised to just refuse the order when it came. We rearranged for 13th January, however between December and January B&Q have seemingly picked out elements of our order (sink, washing machine) and not restocked them resulting in an incomplete kitchen being delivered - are they allowed to do this?

Our kitchen fitter has been booked to install 13th-19th January, however the last items B&Q have missed/not provided won't come until 23rd - will B&Q be required to pay for our fitter returning and the additional leave I'll be required to take from work?

We have numerous other serious complaints with the kitchen and service from B&Q, however these are our main concerns!

photome

Was your name ever on the order or only the fitters . If it wasn’t, it is understandable that B and Q won’t discuss it with you and in turn would then cause other issues


I don’t understand your post about rearraningin delivery ( not always easy whoevers account it is) and then talking about refusing delivery

bris

This is a trade sale Trade-Point won't deal with you. Any issues you have are between you and the account holder buying it for you.


Not dealing with this fitter anymore will cause you issues as he needs to deal with them for you.


B&Q won't pay for anything, they don't have to as they have no contract with you.

ColinFishwick

This is also B2B deal so you dont have any consumer rights either

[Deleted User]

rob_o4 wrote: »

we were not advised of any drawbacks or issues of going via a trade account at that time.

Why do you think you might be "advised" of anything? By using the fitter's Trade Account, you ceased to actually be a B&Q customer. You are the fitter's customer.

Your "falling out" with the fitter is not B&Q's concern.

S_Maunder

Avoid B&Q Kitchens!!!
B&Q Kitchens are the worst company that I have ever had the misfortune to come across!

My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family friendly & trustworthy company to purchase & install their new kitchen.

How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE!

A VERY brief summary of the issues are -

1. Being messed around for 3 months about an installation start date
2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times)
3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc)
4. Incorrect finish wrong worktops being installed & then replaced
5. Unacceptable amount of snagging items that did not get addressed
6. None existent aftercare

Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out

We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened

We then issued a complaint to the Furniture Ombudsman in 2018.

Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement).

Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right!

Avoid B&Q like the plague!!!

Bermonia

Has the ombudsman issued their final decision - if so then they will not be revisiting it, regardless of any perceived outstanding issues - your next course of action would likely be legal