B&Q Return Nightmare

DODIY2015

I purchased a 12 step ladder online from B&Q and paid with my credit card.
The ladder when it arrived was left outside my building, no courier called or indicated the item had been left and it was only on looking out the window that I saw it propped up outside.

I telephoned B&Q to make a return. They advised as it was supplied by a 3rd party supplier, I would have to contact them directly. The 3rd party supplier have flatly stated they do not accept returns. What are my consumer rights?

YBR

On what basis are you wanting to return the ladder? surely not just because the courier didn't ring the correct doorbell?

Aylesbury_Duck

Your consumer rights are to be able to return it.

Do you still need it?

Okell

1.  Why do you want to return it?  (It matters)

2.  Who did you buy from?  (We need to see their T&Cs)

3.  Why did they refuse your return?  (I doubt they simply said "we don't accept returns" without furter explanation)

3.  How much did it cost?

4.  Did you pay by credit card?

Alderbank

Your consumer rights are to be able to return it if it is faulty.

You also have consumer rights to cancel the contract. You can do that whether it is faulty or not, you don't have to give a reason. However if you wish to cancel the contract, such as because you don't still need it or you have simply changed your mind, you must make it clear to the seller that you are cancelling the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you are cancelling, email them immediately because your right to cancel might be time limited.

DODIY2015

Hi, thanks for all of the comments, I’ve bout used a forum for advice before so I’m very impressed with the quick responses.
The reason for return is the ladder is too big and I can’t even get it into my flat. Hence I would have refused delivery if the courier had knocked and I’d been given the opportunity.

The B&Q supplier, R&C construction, did indeed flatly reply, ‘we don’t accept returns’

It’s now in the communal hallway of my flat which is clearly a health & safety/ fire hazard so I need to get it collected ASAP! 

I’m now pursuing my complaint with B&Q as that’s the site I purchased from.

its good to know I can return and have consumer rights to back me up.

the_lunatic_is_in_my_head

Alderbank said:

 you must make it clear to the seller that you are cancelling the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Basically state this and if they didn't tell you the cost of return the seller will have to pay that as well. 

If you get no joy from the seller try the B&Q CEO email on the CEO email website. 

TheSpectator

DODIY2015 said:

Hi, thanks for all of the comments, I’ve bout used a forum for advice before so I’m very impressed with the quick responses.
The reason for return is the ladder is too big and I can’t even get it into my flat. Hence I would have refused delivery if the courier had knocked and I’d been given the opportunity.

The B&Q supplier, R&C construction, did indeed flatly reply, ‘we don’t accept returns’

It’s now in the communal hallway of my flat which is clearly a health & safety/ fire hazard so I need to get it collected ASAP! 

I’m now pursuing my complaint with B&Q as that’s the site I purchased from.

its good to know I can return and have consumer rights to back me up.

Although you purchased through the B&Q site, if it was in fact a 3rd party seller then you need to pursue that 3rd party and not B&Q. Do you have a link to the ladders.

DODIY2015

**R&C Components Ltd, are the supplier for B&Q, not R&C Construction, and they said no returns accepted.

born_again

This item?
https://www.diy.com/departments/heavy-duty-p-aluminium-professional-platform-step-12-tread/5060762303875_BQ.prd

https://www.diy.com/verified-sellers/seller/3150

States they do returns.

TheSpectator

These ones? - https://www.diy.com/departments/heavy-duty-p-aluminium-professional-platform-step-12-tread/5060762303875_BQ.prd

Clearly says sold and shipped by R&C so your consumer rights with R&C