B and q non delivery credit note

bandqhelp

I bought some fencing panel online from b and q using an online gift voucher.  It did not arrive in the first delivery slot and I was told the next day it was due to the store not having a crane. I was given another delivery slot two weeks later with a text confirming this and it again did not arrive. When I called the customer service rep said he would call the store then came back to me and said the card payment had been refunded and I would have to go to a store for a gift voucher. He said he didn’t know why it hadn’t been delivered, as the store didn’t say. I emailed a complaint and was told again I’d have to go to a store for a credit note. 

I would prefer a digital gift card as I have already taken two days off work and don’t have a car. There isn’t a b and q close to me. Unsure how to proceed as I keep getting told the credit note that I go to pick up is the only option.

Arunmor

Sounds like the gift card is addition to your refund, probably need to do as they ask if you want the gift card and its worth the effort.

bandqhelp

Thanks for responding, sorry I wasn’t clear the card refund was only 11 pounds, the first card is a refund of what I paid on the gift voucher.   I think a credit note can only be spent in store it is issued in and I don’t have a car so would only want to spend online. I a credit note also only lasts for 12 months where my gift card would last two years. I would like the refund to be like for like and am unclear on the rules around this.  

Aylesbury_Duck

Normally it is like for like, but I wonder if the terms of the original gift voucher permit them to refund in credit note form?

swingaloo

This is in the Terms and conditions for online vouchers for which you can have a refund.

'The value on a gift card can't be exchanged for cash or refunded. Where B&Q agrees to provide a refund for products purchased using a gift card, the amount of the purchase price paid using that gift card will be reimbursed by way of a credit note for use in B&Q stores in the UK.'

bandqhelp

Thanks everyone, I will go back and see if I can just get the fences delivered as it’s not so much a refund requested by me as them cancelling an order.