I bought a BEKO Oven online from B&Q in June 2023, which was subsequently found to be faulty. In January 2024 I rang BEKO and they sent an engineer to repair it but he couldn’t as it required parts. Eventually, after waiting 2 months,
Beko told me they could not supply the parts, so they would replace the item. BEKO told me to ring B&Q customer services and gave me an exchange number, which I had to quote to B&Q, and they would follow a process and would send a replacement oven.
I rang B&Q on the 3/4, gave the product details and details of my original order, including the BEKO exchange reference number and was told someone would ring back in 48/72 hours. No one rang back.
I rang again on the 10/4, gave all the details again plus the Exchange ref number and was again told that some would ring back in 48/72 hours. No one rang back.
I rang again on the 15/4 and gave all the details and was told someone would ring back. I was also told that the previous reference number had been closed because there was not enough information. I had given all the information; when I bought the item; what it was; including B&Q’s own product code. Guess what, no one rang back.
I also completed one of B&Q’s online contact forms on 15/4, for a two pronged approach. I got no reply to this contact form either.
On the 17/4, using their contact form again, I raised a customer complaint giving all the details above once more. I quoted all the reference numbers and full details, as before. I also said that I would give B&Q 2 weeks to resolve the issue and if they didn’t I would use the small claims process. I did receive an email response this time with an apology and was told they would escalate and someone would contact me in 24 hours, guess what, no one contacted me.
I thought I would take a different tact so on the 24/4 I rang BEKO and told them of the issue and they followed it up whilst I was on the call with B&Q customer services and they too were told that it would be escalated and someone would ring me back, of course, you guessed it, no one rang me back.
i am unsure which company to take to the small claims court , BEKO or B&Q. Has anyone any advice?
I also think this would be great for one of those customer issues used on the tele. Don’t know if Martin still does this sort of stuff. Clearly B&Q’s front office is escalating to the T2 support who are just ignoring the escalations. They obviously do not know what to do and can’t be bothered to contact me. Some of the service agents struggled with the language and from the names they gave me I think this call centre is in North Africa. I thought B&Q’s call centre was in Glasgow, so this maybe a recent move and they are struggling. There doesn’t seem to be anyway I can escalate this at a higher level in B&Q, you are stuck with the service desk and contact forms.
Has anybody succeed in finding away to escalate into B&Q’s senior team?
No oven for 4 months now, sick of eating sandwiches.
