B and Q third party online seller issues

RefluentBeans

I hope it gets sorted! It may be they are doing work behind the scene that you’re not privy to (giving the benefit of doubt to B&Q). If it was myself, I would contact them on Monday and ask what the next step is to resolve this. Try and get them to allow you take it to a store as a compromise and then takes the pressure off you. 

AW

Thank you for all the advice, took the items back to a local store with no issues and even had an apology,money is now back in my account. Lesson learnt not to use the third party seller again 

Okell

@AW and @Kimflower -  how did you both pay?  If by credit charge or debit card have you tried a s75 claim (if >£100) or chargeback?

Kimflower  -  my understanding (which may be mistaken...  ) is that the base, parasol and cover together* form a commercial unit, so if you are rejecting one of them, you are rejecting all of them and you are entitled to a refund for all of them.

(On the invoice do they appear as one item or as three?)

AW

It was 2 receipts, my main gripe was constantly being told over the phone and online chat that I was not able to take the items to the store for a refund. I was unable to contact the store directly. I took the chance after over a month of phonecalls and went to the store. Wish I had gone there earlier and not followed their rules 🙄 

Okell

AW said:

It was 2 receipts, my main gripe was constantly being told over the phone and online chat that I was not able to take the items to the store for a refund. I was unable to contact the store directly. I took the chance after over a month of phonecalls and went to the store. Wish I had gone there earlier and not followed their rules 🙄 

Sorry.  When I posted earlier I'd missed that you'd already managed to get your money back instore.

My experience with a couple of large retailers is that staff instore will often be a lot more helpful than online CS staff.  Even though CS may be technically correct that you aren't entitled to return an online purchase instore, it may sometimes be worth trying.  But if the instore staff also refuse it isn't worth arguing about.