B&Q vacuum cleaner issues

SarahSaysBOO

Hi all
I bought a vacuum cleaner from B&Q online in February this year.
In May it stopped working - I replaced the fuse and it's still not working,so I called after 3 x 30 mins on hold I have up and emailed no reply, I emailed again no reply
finally got through to a lovely chap who said oh sorry madam no problem I will raise this and parcel force will be out in 48 hours to drop off a new one and collect the old one.
HOORAY
2 days later I get another email saying it's been cancelled.
I ring again 45 mins on hold another nice chap says he doesn't know why but assures me he's on it,he is working from home he can't access the web chat portal
but he suspects Monday and I'll get a text message for a day for parcel force to collect and drop a new one
after some time he says he will sort it but to keep me on hold for so long is unfair - that was Thursday
I call today
today I am told that wasn't put through our system properly but due to the cost of the item we won't be collecting it
( it was £26 as I had a money off coupon)
is this right? because I have a giant henry sized vac in a giant box that I procured especially for the dam thing
she suggested I "Put it in the bin" and tells me it's down to me to get rid of it kept saying because it's so cheap "we won't be disposing of it " "That is your problem madam"
I told her I would be looking into that,she said that's up to you I guess but it's so cheap it's not something we'll be doing
I topld her I couldn't just out it in the bin and the council charge for electrical disposal waste so she said again that's your problem 

she has no idea when I will get a new one - says I have a case manager for it but can't answer why that is.
I told her I was really struggling without a hoover and she just sighed at me - thing is I have a tribe of children I borrrowed a friend's and sweeping every day doesn't really cut it
I got a cheap stick thing to tide us over and I am irked I even had to.

what best to do ?

yours
the lady with sandy,glittery carpets,raging in the corner

Aylesbury_Duck

SarahSaysBOO said:

Hi all
I bought a vacuum cleaner from B&Q online in February this year.
In May it stopped working - I replaced the fuse and it's still not working,so I called after 3 x 30 mins on hold I have up and emailed no reply, I emailed again no reply
finally got through to a lovely chap who said oh sorry madam no problem I will raise this and parcel force will be out in 48 hours to drop off a new one and collect the old one.
HOORAY
2 days later I get another email saying it's been cancelled.
I ring again 45 mins on hold another nice chap says he doesn't know why but assures me he's on it,he is working from home he can't access the web chat portal
but he suspects Monday and I'll get a text message for a day for parcel force to collect and drop a new one
after some time he says he will sort it but to keep me on hold for so long is unfair - that was Thursday
I call today
today I am told that wasn't put through our system properly but due to the cost of the item we won't be collecting it
( it was £26 as I had a money off coupon)
is this right? because I have a giant henry sized vac in a giant box that I procured especially for the dam thing
she suggested I "Put it in the bin" and tells me it's down to me to get rid of it kept saying because it's so cheap "we won't be disposing of it " "That is your problem madam"
I told her I would be looking into that,she said that's up to you I guess but it's so cheap it's not something we'll be doing
I topld her I couldn't just out it in the bin and the council charge for electrical disposal waste so she said again that's your problem 

she has no idea when I will get a new one - says I have a case manager for it but can't answer why that is.
I told her I was really struggling without a hoover and she just sighed at me - thing is I have a tribe of children I borrrowed a friend's and sweeping every day doesn't really cut it
I got a cheap stick thing to tide us over and I am irked I even had to.

what best to do ?

yours
the lady with sandy,glittery carpets,raging in the corner

Can't you try asking for a refund? If they agree, then go and buy a replacement?  

the_lunatic_is_in_my_head

Either google CEO email and search that site for B&Q to email to the top or if you paid by card have a chat with your bank.

Your post isn't clear but what are they proposing? To replace it, refund you or repair it? 

[Deleted User]

I think she's saying that they're sending her a new one, but won't collect the old one and the OP doesn't want to get rid of it herself.

Aylesbury_Duck

Deleted_User said:

I think she's saying that they're sending her a new one, but won't collect the old one and the OP doesn't want to get rid of it herself.

That's my understanding, but they also can't provide a date for when the new one will arrive.

The old one's just gathering dust.  Or is it?

[Deleted User]

Aylesbury_Duck said:

The old one's just gathering dust.  Or is it?

The new one will probably suck, too.

SarahSaysBOO

the_lunatic_is_in_my_head said:

Either google CEO email and search that site for B&Q to email to the top or if you paid by card have a chat with your bank.

Your post isn't clear but what are they proposing? To replace it, refund you or repair it? 

they originally agreed to replace which was fine but now that is rather unclear
and I'm most concerned about disposal of the other one ..

SarahSaysBOO

Deleted_User said:

Aylesbury_Duck said:

The old one's just gathering dust.  Or is it?

The new one will probably suck, too.

with any luck

[Deleted User]

Just take the old one to the tip, or give it someone for parts, or dump it in the spare room/loft/garage before throwing it away several years later.

SarahSaysBOO

Deleted_User said:

Just take the old one to the tip, or give it someone for parts, or dump it in the spare room/loft/garage before throwing it away several years later.

I can't drive and there's no spare space in this house to store it - the council charge £31 to take it away

[Deleted User]

Do you have any friends who drive?