We ordered a Cooke and Lewis bathroom suite from B&Q consisting of a roll top bath, toilet, walk in shower, cabinet and sink. We are pleased with the bath, the toilet lid doesn't really fit as it should but at the point I am at now I just can't face ANOTHER trip to B&Q to change it, the walk in shower is good but the sink and fitted cabinet .... well, where do I begin!!! I unpacked the flat pack units, checked I had everything and commenced the building of it which was going fine until I got to the last page of instructions. I was told to measure the work top and cut to fit which I did then turned the page and was told to fix the side panels, measure the work top and cut to fit - WHAT???? The work top had already been cut so now it was too short to cover the side panels (which I imagined would reach the top of the work top). Difficult to explain really but suffice to say that the instructions were WRONG. I took my complaint to B&Q, who, in all fairness were pretty good. They agreed with me that the booklet was wrong as it was obvious that the last two pages were out of sequence. They in turn passed my complain to JHP who are the handling agents for Cooke & Lewis. Later that week I had a phone call from JHP to inform me that Cooke & Lewis said there is nothing wrong with the instructions. I asked for contact details so that I could talk directly to them and explain the problem but the assistant refused to give me their phone number or address. On top of this problem when I had unpacked the units I found that I hadn't been sent doors for the under sink cupboard, just a board to blank it off, the template for cutting the wood which fits underneath the sink was about 8cm out and therefore the piece I cut was entirely wrong (I also gave this to B&Q as "evidence" as the cut marks on the template could still be seen) and the iron on strip for the fascia was missing. Anyway, I went back to B&Q and asked to see the manager who also, after looking over the instruction book, agreed that it was wrong. I explained the other difficulties and problems I had with the unit and said that as I had paid B&Q for the bathroom I felt that it was up to them to rectify the problems. He ordered me a new work top and fascia pack free of charge there and then so I can't complain about their customer service. I took delivery of the new items a couple of days ago, continued to build the unit to find that the sink sold to me with the unit doesn't fit properly!!! AAAAAAAGGGHHHHH (me, screaming). There is no way the sink can be anchored to the unit using the brackets supplied so I've had to drill holes in the unit, buy bolts, and hammer the shape of the brackets into something I can use. All I can say is it's been a nightmare of, what should have been a simple job and I haven't finished it yet. I consider myself quite an experienced DIYer but I wouldn't recommend Cooke & Lewis to anyone. It says it all when they wont allow customers to have their phone number to discuss any problems they might have. Don't touch them with a barge pole if you can help it.
In 2008 we had a bathroom fitted by B and Q. The process was something I hope I never have to go through again.
Although a site manager was on site at the start of the project the young lads who were doing the fit were left alone for most of the day. The tiler completed his work well and was on site early and left late. He did however empty a bucket of grout down our cloakroom toilet meaning it has never been clean since due to the staining and led to issues with our septic tank (he denied this but there is no other way a load of grout got into the loo).
The pressure pump for the shower, was not fitted in line with the manufacturers instructions, and was placed under the bath (noisy and too much work for the pump). This was rectified by moving it to the hot water tank cupboard but, done initially by looping the pipe work round to do so leading to the pump having to do triple the work that it should have done. A third contractor eventually fixed this but the pump has never worked properly since. A fault probably caused by the repeated moving of it and putting it under duress by allowing it to pull water through huge lengths of pipe instead of just pushing water. Needless to say it still doesn't work and plumbers we have had look at it since have said we need a new pump which we cannot currently afford.
The first fitters left large holes around the pipes, that led under the floor, in the tile work and pipework visible around the toilet (which is still crooked). The bath dropped when filled with water leaving gaps between the tiles and bath top. This was fixed by a second set of fitters but are basic errors.
The bath panel was glued in place which has led to it cracking. We asked in store about a replacement and they informed us that it should never have been glued in. It appears the bath was fitted at the wrong height leading to them cutting the panel at one end and it bowing at the other. It remains cracked.
My father removed the bath panel to check the work underneath and found that 2 of the feet supporting the bath were not even touching the floor.
We recently returned from holiday to find the bedroom carpet soaked (next the bathroom) and on removing the bath panel have found the floor to be soaked and mouldy.
We have had little feedback or offer of compensation from B and Q in reply to emails sent.
I ordered a B&Q bathroom suite 2 years ago. The bathroom sales person at B&Q was helpful and the suite was delivered on time. They have been the high points. After plumbing in the loo it became clear that half the parts for the floating valve were missing. This meant having to drive to the local B&Q and obtain the missing parts (which were eventually taken from a display model). Staff were polite and willing to help find the parts. Incidentally, there appears to be a tendency to cannibalise parts from boxes containing new suites. I wonder whether these parts are replaced? Other problems I have experienced since plumbing in the suite:
(i) the basin (swivel head mixer) tap started leaking within about 1 week. It was eventually replaced but the customer service I received was somewhat surly. I had the faulty tap replaced with the same model of tap. In the last couple of months the replacement tap has started dripping to the extent that this also needs to be replaced. I have no faith with the tap supplied and will choose a tap from another supplier this time round;
(ii) the floating ball value in the loo stopped working after a year to the extent that the water had to be turned on and off each time the loo was flushed. Fortunately I was able to isolate the loo from the rest of the water system. I tried to obtain the part at B&Q. A staff member went through the cannibalisation routine but was unable to locate a suitable replacement part. I was told by someone else that the ball valve type of arrangement was not intended for the model of loo with which I was supplied. I was eventually given the name and number of the supplier who referred me back to B&Q. In frustration I bought a new ball valve unit from an alternative supplier and again went through the expense of having it fitted;
(iii) the hose connection to the bath shower broke after light usage.
On the plus side the bath itself, the basin and the ceramic part of the loo have been fine, but then you would expect that.
I bought a bathroom suite from B&Q, one of their more expensive ranges, with a corner bath. I also bought a loo from another range for downstairs. I was a bit annoyed that after I had ordered, but before they delivered they reduced the prices by 1/3rd for a month long promotion... I was more annoyed when they completely failed to deliver, and after a week of me chasing them wrote to me to say they had been unable to contact me to arrange delivery. Firstly I have an answerphone at home and voicemail on my mobile and both of them record missed calls so I know for certain B&Q logistics never called. Secondly I am amazed the letter reached me, as every line of my address was wrong, as was the spelling of my name. The postcode was nothing like mine whatsoever. And when I did get hold of them to arrange delivery they were neither polite nor apologetic. However eventually (about 9 weeks after the order) I got my suite. The bath was sent with the wrong legs. The instructions were minimal and in poor English. The plumber struggled to connect to "non-standard" "European style" fittings. The bath had to be supported by two long wooden battons fixed into the wall. These were not provided, and the measurements or height to attach them were not given. Once we managed that hurdle and had the right legs (after two sets of wrong legs had been sent) we then struggled to fit the side panel, which does not appear to attach to the bath at all, but just sit in place (and come out if bumped). When we tested the bath by filling it with water and emptying it, the pop-up plug attachment leaked. The replacement part took 3 weeks to arrive, and had to be collected from the local store, and still leaked. We settled on putting a drip-tray under the bath behind the panel, and hoped as we mainly shower that the tray would evaporate as fast as it filled. It seemed an unsatisfactory solution for a fairly expensive investment. But at least it is functional, and l
ooks pretty. Oh, and for "chrome bath taps" read plastic taps with chrome effect finish....