B&Q - £190 not received- phone lines down and emails being ignored

sas020188

 we ordered a play house from B&Q for my daughters birthday on 14/04/20 £190.They promised delivery within 14 days even due to covid - this message is still on their site. The page said we will contact you within three days to arrange a delivery date within the next 14 days. Long story short we have heard nothing! My daughters birthday has passed with no playhouse. I have been trying for weeks to contact B&Q. Their phones just say they are not answering calls and point you to an FAQ which is useless. We have filled in the online complaints form more than two weeks ago and have not even had an acknowledgement. What are my options? Thanks Scott

ssparks2003

How did you pay?

sheramber

IF it is thee Shire playhouse   it is not available
https://www.diy.com/departments/shire-4x4-woodbury-wooden-playhouse/537195_BQ.prd

sas020188

ssparks2003 said:

How did you pay?

Paypal

sas020188

sheramber said:

IF it is thee Shire playhouse   it is not available

Yeah thats the one, was available at the time and weeks after  

theonlywayisup

sas020188 said:

ssparks2003 said:

How did you pay?

Paypal

Open a dispute on Paypal for INR (item not received),  do not close it under any circumstances.  When you can escalate it do so and beware ALL timelines that Paypal give you and abide by them.  This won't necessarily get you the house but it will get you your refund and you can order again elsewhere. 

nyermen

Common story with B&Q, seems to depend on the store I think.  What I dont see mentioned by OP is that they normally take the money immediately (they did for me), and then a month later they rang me to say "you havent collected your order yet" (err no, you've not called / emailed to say its ready for collection that your instructions say you must wait for).
Trustpilot not a happy place for them at the moment, all seem to be INR.

gettingtheresometime

Don't talk to me about B&Q.

placed on an online order only for it to be cancelled due to stock levels (fair enough) but they failed to initiate the PayPal refund.

raised a dispute & they responded by saying that it was cancelled due to insufficient stock levels (tell me something I didn't know!)

in the end I had to refer it to PayPal & the refund was made shortly afterwards

pulliptears

I suspect the problem lies with Shire rather than B&Q.  Their products are on back order on most sites, I ordered a Shire Arbour a few weeks ago and it was OOS everywhere with a lead time of roughly beginning of June.  I don't think Shire have coped with the extra demand for their products.