B&Q Kitchen

ASAPANDREAS

Hi everyone, just searching for some advice or ideas on how to get this sorted. 

I think the next step will be to contact Creation, the finance company but not entirely sure. Brief timeline below…

Jan 2025 – Mum had kitchen designed at B&Q. Order around £18.7k, install on finance via Creation.

• Original install date was 29 March – cancelled last minute by B&Q (installer unavailable). They said they’d stop delivery but didn’t, so freight were still trying to turn up. Total miscommunication.

• New date agreed for early May. Night before, voicemail saying delayed again. Next day B&Q accused Mum of lying about the delay, which upset her a lot.

• Installer turned up anyway (7 May) with no plans and work dragged on for weeks instead of the quoted 1–3.

• Loads of issues with workmanship, especially worktops – fitted badly twice. Waste left outside for ages. Kitchen still incomplete by late June.

• Independent guy () inspected and said about £1.8k to put right.

• B&Q offered settlement: £1.8k refund + £1k goodwill, on basis they’d get the installer to fix it. Accepted verbally to just get it sorted.

• Installer was originally independent but B&Q then employed him after he criticised the original fitting. This fitter now snowed under with their own B&Q work. Struggling to get to us. 

• £1.8k refunded to B&Q credit account (not cash). £1k goodwill cheque received. 

• Why they refunded £1.8k to the credit account and not cash is beyond me, as this cash is needed for the fix. 

• Remedial work still not finished. Freight keep turning up trying to take parts that are needed. The back lounge/kitchen been in disarray the whole time with spare kitchen parts, big parts like work surfaces etc. 

• As of Jan 2026 (now), kitchen still not finished, finance still being paid on an unfinished kitchen and it feels like B&Q are trying to wash their hands of it.

Any advice appreciated. 

Alderbank

Early in 2025 mum bought a kitchen from B&Q. Mum set up finance deal with Creation Finance, Creation paid B&Q in full and mum is repaying Creation by installments.

There were some problems with the work and at some point in mid 2025 (late June?) mum complained to B&Q. Independent guy () inspected and said about £1.8k to put right.
Mum agreed to a settlement with B&Q whereby B&Q refunded the £1.8k to the lender, gave mum £1,000 for inconvenience and agreed for their fitter to be available for further work.

Is the above correct?

If so, I think the original contract with B&Q was concluded by agreement in mid 2025.

Mum is not obliged to keep using B&Q's overworked fitter, she would be better getting someone else to do that £1.8k of work. Could the independent guy recommend anyone?

Refund to Creation Finance is quite correct - mum's outstanding loan to them is now £1.8k less.

Boohoo

ASAPANDREAS said:

Hi everyone, just searching for some advice or ideas on how to get this sorted. 

I think the next step will be to contact Creation, the finance company but not entirely sure. Brief timeline below…

Jan 2025 – Mum had kitchen designed at B&Q. Order around £18.7k, install on finance via Creation.

• Original install date was 29 March – cancelled last minute by B&Q (installer unavailable). They said they’d stop delivery but didn’t, so freight were still trying to turn up. Total miscommunication.

• New date agreed for early May. Night before, voicemail saying delayed again. Next day B&Q accused Mum of lying about the delay, which upset her a lot.

• Installer turned up anyway (7 May) with no plans and work dragged on for weeks instead of the quoted 1–3.

• Loads of issues with workmanship, especially worktops – fitted badly twice. Waste left outside for ages. Kitchen still incomplete by late June.

• Independent guy () inspected and said about £1.8k to put right.

• B&Q offered settlement: £1.8k refund + £1k goodwill, on basis they’d get the installer to fix it. Accepted verbally to just get it sorted.

• Installer was originally independent but B&Q then employed him after he criticised the original fitting. This fitter now snowed under with their own B&Q work. Struggling to get to us. 

• £1.8k refunded to B&Q credit account (not cash). £1k goodwill cheque received. 

• Why they refunded £1.8k to the credit account and not cash is beyond me, as this cash is needed for the fix. 

• Remedial work still not finished. Freight keep turning up trying to take parts that are needed. The back lounge/kitchen been in disarray the whole time with spare kitchen parts, big parts like work surfaces etc. 

• As of Jan 2026 (now), kitchen still not finished, finance still being paid on an unfinished kitchen and it feels like B&Q are trying to wash their hands of it.

Any advice appreciated. 

1.8k paid to finance company or b & Q credit account ( like a gift card).?

1k go away now cheque. That could be used to rectify some of the issues.

Has your mother contacted the finance company about the ongoing issues as aren't they liable for putting things right as the kitchen is on finance.