B&Q up to 75% off sale on Outdoor Fun (swings, slides, etc) [CLOSED]

splodger_2

Just had a call from a Brian Smith - Complaints Team Manager.

They are not backing down, no compensation offered, just a refund.

They really just don't give a toss. :mad:

Am currently dropping a note to Watchdog, here's the direct link to their online form for anyone else who feels the need.

Flange

Might be worth taking a copy of the advert on DIY.com before they remove it from the web site. As it still shows the price of £146. I notice the Matterhorn has been changed to £799 though

mirandamayhem

Brian Smith is apparently just the team leader of Kerry and Christina.
We suggest going to Head Office.
I know people have already and haven't had much joy, but if anything is going to change it is going to be head offices decision.
Don't be put off!
Keep fighting!

aliasojo

Just to clarify with regard to the ASA.......I have written communication from them (that I received during a dispute with an online Index offer) stating clearly that they do not deal with online issues.

I would love for this to be wrong as I think it's terrible the way B&Q have dealt with people over this matter, but I can only advise what I was informed.

I sincerely hope B&Q have a turn around and decide the PR aspect is more important to them as a company than having to perhaps take a loss on these items.

Having been in the position (along with many others from this site) of becoming involved in a similar argument with a retailer, I can only advise you all to stand firm and keep up the pressure.

B&Q wont be in the least interested in the emotional angle of little Johnny who didn't get his slide.....stick to the facts - they advertised an item to sell at a particular price/ they accepted orders/ they took payment /they misinformed and misled customers.

Put your complaints in writing and send by recorded delivery. Unfair as it may sound, it's often thought that people who just complain by email or phone are more easily fobbed off. (Advised of this off the record by someone who had sympathy for me during a dispute once.)

Also, surprisingly enough, not all trading standards officers sing from the same hymn sheet. You would think the advice given would be standard but it's not. I was given directly contradictory advice by 3 different officers not that long ago (and 2 of them were in the same office!)

Good luck to you all, I hope you end up with some satisfaction.

splodger_2

mirandamayhem wrote:

Brian Smith is apparently just the team leader of Kerry and Christina.
We suggest going to Head Office.
I know people have already and haven't had much joy, but if anything is going to change it is going to be head offices decision.
Don't be put off!
Keep fighting!

Taken your advice and have now complained directly to Head Office (politely) on 0800 3895516.

The lady on this number seems to take the matter more seriously, and have been given a complaint ref number.

This seems to be the way to go - build up a nice large number of "official" complaints.

I was informed that they have already received a substantial number of complaints.

Flange

I am on the phone now, and I am getting no where fast. They do not recognise me or my order number. Consequently will not put me through to head office, or even take my complaint. Saying I have to speak to DIY.com. Aaaahhh

Moglie

splodger wrote:

Taken your advice and have now complained directly to Head Office (politely) on 0800 3895516.

The lady on this number seems to take the matter more seriously, and have been given a complaint ref number.

This seems to be the way to go - build up a nice large number of "official" complaints.

I was informed that they have already received a substantial number of complaints.

I rang 0845 6066688 and was given a reference number. The woman said it was terrible but the resolution team would call me back within 24 hours.

amanda40

same problem here - i eventually got the head office number from Andrew Fuller at cs dept ( very cheeky chap) he gave number to hubbyy then said I hadn't asked grr... spoke to Laura Janbe at Cheif Exect office am awaiting a call back - what is the chance of that!!!!!

LearningToSave.

dont forget the fortune they must have made from all of our irate phone calls because they refuse to call us!!
even through 1899 its costing me 7p per minute

Flange

OK. Had enough now, need to get some retail therapy. Not from B&Q I hasten to add. Just spoke to a sweet girl, who had no clue about what was going on, and nothing she could do either.