B&Q Kitchens

[mzjed]

Advice would be appreciated on what I can do please.
I purchased a kitchen on the 11th August with B & Q and paid cash, the kitchen was delivered on the 26th September with two items missing (so far) which they had noted, an integrated cooker hood and backsplash.
I was informed when I rang the number delivery for these items would be on the 1st October, which was the same date as the kitchen fitters were coming. After numerous phone calls it now appears the items that are outstanding cannot be made until stocks come in which is 3rd November. I have complained as think it is a rather long time to wait for them but it just goes in one ear and out the other. I have been offered an alternative cooker hood but think I will keep the one I have on order and have resigned to the fact I will have to wait and have the kitchen fitters to call back when they have actually been delivered.
My question is do you think its worth complaining and ask for some sort of compensation, I have never complained seriously about anything in view of compensation before and unsure whether they would take it serious or not and don't want to look like an idiot.
What would other people do in view of the above.
Thanks

[laurence2]

This type of thing happens all to often i'm afraid.

You've paid in full so now, and they only know to well that they can give you a c0ck and bull story.

Someone has messed up along the line and its the consumer that tends to suffer, they have offered you an alternative cooker which they probably knew you would turn down, therefore its on order ''we do apologise'' and will endeavour to get it there ASAP.

Speak to a manager and insist that you want the said items sent to you as a matter of urgency as you have a dinner party planned whiched cannot be cancelled, otherwise you are prepared to write to trading standards and watchdog about there shabby service.

In other words, take charge of the conversation and don't take NO for an answer, mention the amount of time and money its cost you to chase up there error as well

[cruella]

Hi mzjed
Just read an article in the local paper yesterday of someone who is having the same problems as yourself.
If your complaints fall on deaf ears, it might be an idea to go to you local newspaper with the story.
The company seems to respond to bad press.
Good Luck.

[wisewomen]

I order some bedroom furniture from B&Q earlier this year and was advised there was a 9 week wait on deliveries. We waited the nine weeks and then received a call to confirm the delivery date. The delivery men arrived and told us everything had collapsed in the van so we had to check every piece for damage. We were then told the order was not complete and we should have been advised of this over the phone, which we were not. We then called to find out when the remaining items were going to arrive as we could not assemble the furniture without the missing pieces and it was stuck in our hallway. We were told we had to wait another 4 weeks. The delivery date came and went with no delivery. We called and were advised the items were not in stock to given a further delivery date 3 weeks later. The delivery arrived but again not complete and we had to wait another 4 weeks. The last item then arrived, DAMAGED so we sent it back. 24 weeks after paying for our furniture we were then able to build it!!!

Never will buy anything like that from B&Q again.

We complained but nothing happened. At the end of the day they have your money. The only thing you could do is send the whole lot back and request a refund, which you probably dont want to do as it would mean starting all over again. Nightmare.

[Fish the Mod]

I have had a kitchen and a bathroom purchased by B&Q and yes on both times there were stuff missing. The thing is, I used their installers and I got them to go around and sort it out and they did. In one case I got a more expensive item as my orignal was out of stock.
I used to work in customer services and please dont ever take the, I dont want to complain road - the more you shout the quicker you will be dealt with. If you are not using thier fitters / recommened fitters then. Visit the store and speak to highest person possible, not a 15 year old freakle face student. The manager is to busy at these places so get a name of a customer the person you see. Remember the name because you are going to pick on this person for walking into your life. They him you have the fitters due on the...... and you need all the equipment back or you will deliver all the gear back by van ( they dont know you have dont have a freind with one) and you want a full refund. Give them a time limit like 24 hours. 24 hours later you either go back or you phone but use a another name ( if its bad news, he be out the office when you call)and then if no joy asked what the name of the goods inwards guy is as your van driver will be dropping the kitchen off the next day and he needs to know the what time the good inwards will be open. If you cant be bothered with all that ( it works for me all the time) you do have the law on your side and to be honest, you are dealing with a nationwide brand that cannot afford to have more bad press. They are not the best run company but just need a kick up the back side.

[monty0703]

I know of 3 people who have bought kitchens from B&Q and have had problems with them. Complain, complain and complain again is their advice. All 3 got some sort of compensation (part refund, vouchers) so it's worth the hassle.

[baileybird]

we had b and q kitchen installed 3 years ago. had nightmare from order to fitting. fitted eventually 12 weeks late and had to be taken out 6 months later, various cupboards and doors replace and completely refitted by another team of b and q fitters

we got �1800 compensation

i would never ever ever use them again.

the kitchen already needs replacing. the stuff is of a shoddy quality for what you pay

good luck - i think you are gonna need it