Who is responsible: wrong item

mrsweys24

We ordered some garden furniture from B&Q online - payment all through B&Q

the delivery arrived but wrong colour. I contacted B&Q and they said it’s from a partner retailer and therefore I need to message the partner who will respond within 48 hours.

I was astounded. I thought as all our ‘contract’ payment etc was with B&Q - it is their responsibility to sort it out.

can anyone advise?

Alderbank

mrsweys24 said:

We ordered some garden furniture from B&Q online - payment all through B&Q

the delivery arrived but wrong colour. I contacted B&Q and they said it’s from a partner retailer and therefore I need to message the partner who will respond within 48 hours.

I was astounded. I thought as all our ‘contract’ payment etc was with B&Q - it is their responsibility to sort it out.

can anyone advise?

It is an increasingly popular thing for online retailers to do nowadays. Effectively they allow other retailers to display and sell products alongside their own. Amazon are the experts, they display thousands of products from other retailers on their site.

Nothing wrong with it provided it is made clear.

Like Amazon, B&Q do make it very clear. For example, their ORLANDO Black 6 Seater Modular PE Rattan Outdoor Garden Sofa Set says 'Sold & shipped by FurnitureboxUK' and
'Shipped by a verified seller. For products bought from B&Q verified sellers: contact the seller directly using the ‘Contact Seller’ link in the email relating to your order or by calling us on 0333 014 3098 (select option 1) to discuss your options.'

mrsweys24

Thanks. I did ring them but the response was still to message the other supplier via an online form and wait 48hours. Incredibly frustrating.

amazon at least deal with it straight away and through them not the other sellers 

molerat

mrsweys24 said:

Thanks. I did ring them but the response was still to message the other supplier via an online form and wait 48hours. Incredibly frustrating.

amazon at least deal with it straight away and through them not the other sellers 

only if the item is "fulfilled by amazon". 

Alderbank

...and Amazon's business practices are not really relevant when buying something from B&Q

mrsweys24

Ok thank you. I only referenced Amazon bc op did.

was generally trying to find actual help regarding a situation that is incredibly frustrating as I can’t get it resolved due to waiting on a 3rd party who my payment was not with 

born_again

mrsweys24 said:

Ok thank you. I only referenced Amazon bc op did.

was generally trying to find actual help regarding a situation that is incredibly frustrating as I can’t get it resolved due to waiting on a 3rd party who my payment was not with 

Sadly you have to contact the 3rd party to resolve.

But on your point of Amazon.
If you buy via marketplace, you pay Amazon who pass the funds to retailer. Any issues, Amazon will not deal with, they just point you at the retailer you bought from.

sheramber

But B& Q would have to contact the third party on your behalf and then relay any reply to you which would take longer than you contacting them direct.