B&Q Marketplace

Frustratedwithcustomerservice

What can I do? Item ordered onB&Q website. Item damaged. Rang customer service. The item was via their marketplace so B&Q abdicate all responsibility. No contact from seller. Spent hours trying to get through toB&Q for them to do zilch. Asked for refund. Stillno contact from seller. So frustrating. Put in a complaint and zerocontact from B&Q. It is absolutely disgusting. Any suggestions? 

x_raphael_xx

From the B&Q website

"Faulty products

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."

Have you tried this number?

Frustratedwithcustomerservice

I have repeatedly rung customer service to no avail, I have registered a complaint and had no response. I have been into store and they can't help. No contact from the seller. It is an absolute shambles...I am disgusted by the lack of customer care. When you ring customer service prepare to be kept waiting for over an hour before they answer!!!

Alderbank

Frustratedwithcustomerservice said:

What can I do? Item ordered onB&Q website. Item damaged. Rang customer service. The item was via their marketplace so B&Q abdicate all responsibility. No contact from seller. Spent hours trying to get through toB&Q for them to do zilch. Asked for refund. Stillno contact from seller. So frustrating. Put in a complaint and zerocontact from B&Q. It is absolutely disgusting. Any suggestions? 

What can you do?

As @x_raphael_xx says above, contact the seller directly using the ‘Contact Seller’ link in the email relating to your order.

B&Q run a tight ship with marketplace sellers. They don't allow them to communicate with buyers by phone or in any other way than replying to the monitored 'Contact Seller' email.

You can read about how the marketplace is supposed to work here:
https://merchanthub.kingfisher.com/uk-en/blog/faq_category/customer-service/#section-i-process-slas-for-responding-to-customer-queries

...the customer will be able to directly contact the seller once they have ordered one of their products. They will do this by a ‘contact seller’ link in their order confirmation email. Upon using this link, the customer will indicate the type of query and send their question...To respond to the query, sellers simply need to respond to the email they have received. Please note, that we will be able to monitor all of the communication between sellers and the customer to ensure consistency and high quality of responses. Can I call the customer, or move the communication to another channel?No - all communication needs to happen via the marketplace platform (i.e. by responding to the emails generated by a customer query). In no circumstances should sellers attempt to take the conversation out of this channel of communication... 
I don't know how effectively it works like that in practice, but that is the route you have to follow.

Please let us know how you get on.

Frustratedwithcustomerservice

Hi I have messaged the seller about 4 times and no response. B&Q customer service don't appear to be able to resolve it...and don't respond to my complaint. I am at an absolute loss with it.

GillyGilly_B

Hi there - not sure if you are still having issues with this situation or now resolved... we are having a similar discussion right now with B&Q about items that we bought via them from a Marketplace seller. Blinds that were not the width that we ordered - or what was marked on the box either (albeit it marked in marker pen - not the most professional!). Marketplace seller says that blinds are the correct size (having not looked at anything, it seems) and refuses to refund. So we have spoken to B&Q and in our case they are investigating and say that they will revert to us. 

In the event that they DON'T agree to issue a refund, I will be raising a dispute with Paypal - who I used to pay for the blinds - to get a refund from B&Q. Doesn't matter what they might say about it being a marketplace seller - check your payment method (credit card  / Paypal). If your statement says that you paid B&Q for the items, which is the case for us, then it's up to B&Q to issue the refund if the item is defective / unsuitable etc. And if they won't, then you can raise a case with your credit card company or Paypal, and get the refund that way. 

The credit card companies or Paypal will want to see that you tried to engage B&Q to get a refund or otherwise resolve the dispute, so keep copies of emails / online chat transcripts, and keep a record of any phone calls and the discussion points, but if you can provide that evidence, then after a short delay while they ask B&Q to defend their position / state their case (which they often don't bother to respond to, as I understand it - I used to work for a large credit card company), Paypal / the credit card company will provide you with a refund. 

Good luck!