I bought a £199 plastic bike shed and had it erected correctly and attached securely to my garden fence a couple of months ago. During heavy wind the doors split and the hinges broke so it is unrepairable.
Customer Services did not even ask to see the photos of it! Told me to claim on my house insurance. I spend a lot of money in Hermiston Gait Edinburgh ............. but not any more.
I have another shed (also from B & Q) which is like new and they are in the same garden. They are totally disinterested and have 'washed their hands of it'. I will go to Homebase or similar in future.
I would love to have known that this shed would not last a first gust of wind.
How they can take £200 and not even follow this up on my first ever complaint is unbelievable. I will never use them again even for a light bulb or plant.
My kitchen is 3 years old. All 19 handles have degraded, some significantly. I returned to the store to be met with " one year guarantee sorry nothing we can do and no, you cannot fit any other handles since these have 3 screw fixings , all other have two."
I've complained to customer services... many times. Offered to send them a handle so they could see it was a manufacturing problem and not my misuse !! No deal. The " onus is on me to prove it !!"
OK.. so what sort of proof do they want?. Evasive replies. Many emails later they suggest maybe a blacksmith!!! I find a firm willing to do a complete technical evaluation... will that do? although it will cost about £250. Will they reimburse me if I am proved right???? Response was " you may submit the account for consideration " . This is more than the cost of the handles. If they won't pay even if I am right. what on earth do I do? Emails get bounced round their "customer services" so called department and responses come at random from different people. I am stuck with a kitchen whose handles can only be replaced by more of the same rubbish from B&Q ...unless I replace the door fronts too...and presumably they will avoid all responsibility for their products yet again. I bought a HUGE amount of materials from them in the refurbishment of this house. I will NOT buy even another screw from them and would encourage others not to either !!
b&q glass splash backs are not fit for purpose mine has cracked and was fitted as instructed. Been back to b&q and the staff wern't really bothered just give me a phone number and said it is fitted incorrectly,as I work in the trade I am dissapointed with this product and b&q for selling me this rubbish,have spent thousands there but not any more going to shop elsewhere in future.
DO NOT buy a kitchen from B&Q, I paid thousands for one, we met with our designer, had our kitchen picked, then we ended up Making 8 visits back to the store through the mess up she made, She was a friend of the manager, and this was her first kitchen, she was only there a week and did 4 kitchen designs. She, put the ounits over the door, didn't put the shelf pack in for the fridg/freezer housing, gve us white drains for a black sink, didn't put an over flow pipe on the order at all. When we went to our store they only had white/cream trim, as our sink is black we needed stainless steel, but this is a special order and would take a week. Didn't give us doors for the Fridge/freezer housing unit, just one for a under counter Freezer. didn't put the hob on the order, didn't give us a top draw front for ouu draw unit. No worktop filler in the colour we wanted, we had to go to a different store to get one, no end tape for the worktop. We had to re-organise the kitchen because she put units over our back door, thus taking units back and buying smaller ones.All this was done while we had tradesmen working here which we were paying for by the hour. After the kitchen was installed we ended up taking back things we didn't order and exchanged. and had over £200 refunded. I complained to head office and a case was opened up. We have just had a call back, and basically were told it was our fault because we didn't check that she had done everything right.
Surely a designer is supposed toget everything right
See below for my kitchen experiences and take heed! They are APPALLING and STILL my issues have not been resolved...read on but it's not pretty!
I purchased a Cooke and Lewis kitchen on the 3rd of November 2011 and I have had several issues since. Two in particular are yet to be resolved!
1. In January, after the kitchen had been delivered and well within the 45 day refund policy, I asked to return the three worktops I had purchased + extras associated with worktops. The worktops were duly collected and I waited for the refund to be applied to my account. The total due was:
£204.00 for 3* Walnut Worktops
£18.60 for 3* Worktop fill
£8.80 for Worktop strip
On the 7th of February I was refunded £27.40 by B&Q directly into my account. I called the call centre when I realised that I hadn't been refunded the full amount and after an apology received £136 into my account on 4th April 2011. The amount outstanding, £68, is yet to be refunded and on the 4th of July 2011, the date of my most recent call to customer services, I still haven't received the money.
I have called the customer services department on numerous occasions and each time get a different story but a similar response- someone will contact me 'tomorrow'. This never happens. There have been various excuses posed by B&Q call centre staff.
The first was that I had only sent back two worktops. These worktops are 3m long and weigh a tonne...I had definitely not accidentally left one under the sofa!
After accepting this, the call centre then told me on a subsequent call that since I was paying via a finance agreement, the remaining money had been refunded onto that agreement. I said thanks and that I would like a letter to confirm this with the new amount on the finance agreement/ payments adjusted. The call centre worker said that they couldn't do this and that I'd have to go into the store to check the finance since the call centre can't contact the finance department- great communication! I did this on a Saturday only to be met with confusion from the store staff. They sent me home to call customer services again. I did this and customer service (a different representative this time) told me to go back to the store and "not leave until they phoned the finance department". So I went back. This time, the store called the finance department and put me on the phone. Nothing had been refunded onto my account.
I went home again and called customer services again. They told me that they would issue a cheque. It would take 10 days to arrive and that I should get it soon (end of April). I have not received the cheque and have made two calls to the customer service centre since stating that the length of time is unacceptable. The representatives on both occasions have told me that the cheque has been processed and they are refusing to give me a refund over the phone.
2. The tap has broken on one occasion (ceramic seal inside expands with hot water and splits). It was replaced after a visit to the store but has now broken again.
3. The island unit was wrongly designed- there were no panels long enough to stretch its length so the fitter had to cut two in half and join them up. The store ordered the two panels used to do this since the designer realised the error so this matter is solved- it is far from ideal however and doesn't look very good.
4. I ordered some extra items online and two oak cornices were delivered in a mix up. The customer services representative this time accused me of lying and said he wouldn't send me the new items until I had sent back the oak cornices (addressed to someone else). I asked him to check up on the delivery and suggested that I send an email with images of oak cornices...I needed my items for the fitter that we had so couldn't wait to send items back then wait for processing/ redelivery of my actual items. The operator eventually called me back and said that they would send my items before the collection after speaking to his manager but I think this an example of the appalling customer service
Having recently purchased nearly £2500 worth of kitchen doors and drawers at B & Q, I am appalled by the lack of customer service and delivery. One item a door worth about £47.00 was ordered incorrectly by the sales person at the Farnborough Hants branch. Trying to get the correct door ordered has proved to be an absolute nightmare. I spoke to 4 different people at the store, and 3 different people at the customer service centre in Scotland. One alleged manager said I would have to pay for the door again, and then have it refunded, so that the correct door could be ordered, when I pointed out that the entire order was on interest free credit, so why should I pay for the door again, he said he could not process the order. I then spoke to another alleged manager, who agreed to change the door, and would call me back the same day, with delivery times and confirmation that the order was placed. Of course I am still waiting for the call back. By this time I was absolutely fuming, I eventually got through to another alleged manager, who said he would collect the offending door in person together with all the relevent paperwork....watch this space for an update.
As for the delivery service, don't bother get a van, and collect it yourself if you can. I was given two different delivery dates. Only one item was delivered on the correct date, on the other date only 1 of 2 items was delivered. The second and most important item, the kitchen was delivered 3 days later. What does an order from B & Q mean? 2 days off work that I couldn't afford, and more hassle than I need.
Good products, lousy delivery and customer service.
note to dooyou this info is freely available if you look in the right place
B&Q are part of the Kingfisher group link above if your looking for a management contact
but theses big companies have a habit of changing numbers if they get to many customer calls
1 Hampshire Corporate Park
Tel: +44 (0) 23 8025 6256
Fax: +44 (0) 23 8025 7480
3 Sheldon Square
Kingfisher plc announces today that Mr Ian Cheshire, Chief Executive of Kingfisher plc, has been appointed as a Non Executive Director of Whitbread PLC with effect from 1st February 2011.
Tel: +44 (0) 20 7372 8008
Fax: +44 (0) 20 7644 1001
i hope the above info helps someone save time and frustration trying to dig it out
ordered a kitchen and made amendments several times, when we had the order delivered we had far to many items for our kitchen, in fact we had parts for 3 kitchens
kitchen was fitted by a friend who is a fitter
problems started not long after as doors are not sealed against moisture as one would expect and also lumps under the foils top and bottom doors that wernt evident when fitting
B&Q come out to look and say we had stored the doors badly we soon disqulified that, wasnt fitted by our fitters so guarantee didnt apply, and any other excuse they could think of
there customer service by phone was much the same you were lucky if you ever got a callback as promised, as was contact with some women supposedly high up the chain at there head office who did have the audacity to send us a 20% off new doors voucher,
as i was at the time considerably ill, it didnt get pursued as it should via trading standards or whatever,
we waited a few months bought new doors re packed the old ones and returned for refund, items wherechecked at customer service and a refund duly given, that makes one think !
unfortunatly my boy splashed a few drops of water on the new door by the sink and that again blew out in a matter of a few hours, it will get returned sooner or later as i now have an inside contact at B&Q so should be able to by pass the customer service desk
i now have hinges coming off and wont screw back on this is metal to metal
i have just found out an uncle as also bought a B&Q kitchen already he as prolems and its not even fitted yet
my old MFI kitchen lasted 20 years and they wernt exactly good quality
there seems to be no hope for B&Q kitchens
Terms and Conditions
B&Q Guaranteed Installation Service,
Guarantee Against Faulty Workmanship
B&Q has selected the Approved Installers it uses to carry out the installation to ensure:
The work will be performed with reasonable care and skill, and
The work will be completed within a reasonable period of time
Watchdog will tell you differently
Purchased kitchen and had B&Q fitter install in May 2010. perfect for four days!
The hob had been fitted too close to the glass splashback and cracked, the fitter had not only got the spacing wrong but had not used flexible filler, so no room to expand, the hob and worktops needed replacing.
We were assured that whatever needed doing to put right would be done, so far so good, then the delays and excuses, holidays, sickness, lost in the system etc.
Finally in October "job done " until we noticed the panels splitting at the bottom, the fitter had not sealed the bottom of the panels allowing moisture to enter, similar experience, booked service call then three weeks later i called to find out what was happening to be told it had been overlooked and i would have to wait for parts and another installer to repair.
After seven weeks from the booking the service call i wrote another letter of complaint and then had a phone call to arrange the repair which they did, by then the other tall panels are splitting so i am now awaiting the third repair which will be in the new year.
The worst after sales service i have ever experienced, lack of phone calls, waiting in for parts to be delivered which did not turn up and stories Walt Disney would be proud of.
I am currently seeking compensation from B&Q for this whole episode.
It seems that my story is going to be the same as most other. DON'T GET A KITCHEN FIT FROM B&Q.
I first went into the store the first week in august. we are now at the end of Nov and I still have no kitchen. Reading other reviews if you by the kitchen and use and independant fitter then you should end up with a good job.
My flatpack units were delived on wed 17th nov. my install due the following monday 22nd aug.
I recieved a missed call on te saturday 20th from b&Q and tried 6 times to get back to them. I left messages but nothing. Monday morning I booked of work and waited for the team to arrive. I had a call from b&q at 0930 on the day the kitchen is due to be fitted to tell me it had been delayed a week.
Apperently the fitted started a job on saturday and low and behold, due to unforseen circumstances it didnt go to plan.
I am now left with absolutly nothing and I dont just mean a kitchen I don't like. I have no units, no sink, no fridge, no washing mashine. Absolutly nothing. B&Q were aware that due to the state of my new property I had no facilities at all but this did not make a difference.
As compensation (which I have to admit they offered) I agreed to them doing some extra work. Not much, just put oven and hood in and certify the work.
It was agreed the work would start on monday 29th nov. However during the week on wednesday I get another call telling me it will now not happen until 7th of Dec. What an absolute joke. The women who told me was not understanding and sympathic but just very matter of fact.
I am really not impressed
I have all the units sitting in my garage for over 20 days in a freezing cold, damp place. I cant put the car in the garage and probably be held responsible if the units now get damp and mouldy.
As my fit as not happened yet I cannot tell you how well they did, but please don't make my mistake.
I did find their price reasonable and I couldnt really afford to go anywhere else. But now I wish I had just saved up for a few more months and gone somewhere else.
I do feel bad as I have been compensated. Although they did try to offer me 200 pounds worth of B&Q vouchers. I have told them that I want a cheque which they have agreed to.
However no amount of money will compensate for the stress I feel and the nightmare I have had. Plus it still isnt over yet.
B&Q bathrooms and kitchens - DO NOT THINK ABOUT GOING THERE - we have had a nightmare, to make matters worse they are almost impossible to complain to as - IT'S NOBODIES FAULT OR RESPONSIBILITY - Mr Nobody strikes again!!!!!!!!!! The workmanship on the kitchen was shoddie and the first time I used the washing machine it promptly flooded the kitchen all over the new floor, plinths and electrics, new washing machine installed by them and when they came back to see what had happened freely admitted they were unsure as to whether the hose would hold or not as it was too short and they had sretched it to fit.
The workmanship in the bathroom was fantastic - different installation team/company - but the bathroom didn't fit!!! We had the plans drawn by B&Q, the surveyor from B&Q came out - at additional cost I might add and it was still wrong. The poor guys fitting it bent over backwards trying to help but B&Q have refused to accept there was a problem - my bathroom is now 8ins smaller, quite a lot in a small room!!!!
If all that doesn't make you cringe or want to avoid them like the plague try this next one for making you laugh/cry - during the fitting of the kitchen they managed to drill straight through into the lounge - and left with the holes still in the wall!!! We now have to decorate that room as well. There are many more issues but having written so many emails and letters listing them I realise they may bore anyone reading this review!!!
B&Q - Kitchen - Total Disaster! Would give NO Star Rating
Family member spent £10K on new kitchen via B&Q (Summer 09), after design, survey etc, Kitchen ended up taking 5 months to get right. only finished the week before Christmas! Electrical wiring - deemed as death trap by independant electrician, cupboards had to be ripped out and repositioned as a fire hazard, all the appliances turned up in the wrong colour - and had to be re-purchased! (B&Q have a policy that you have to re-purchase products if wrong ones turn up). It took 3 months to be reimbursed for the wrong products even though their mistake, effectively paid for two lots of all appliances! The splash back cracked after 2 weeks. Was asked to pay cash to one of the workmen for something that had already been paid for in original sum and told to go to bank or work wouldnt be done! Sent letter of complaint to Chief Executive and received 2 line letter from a store manager with wrong address and name saying will look into the matter, never received an apology, or any further response, and no compensation. Would never recommend this company!
We had a pretty good experience of B&Q kitchens, probably because we ordered our kitchen from them but employed our own builder to fit it.
Make sure you check off all delivered items against the invoice order, as they may, by mistake, leave out items or give you the wrong items. Check the code on each item; it may be tedious, but believe me it will be worth your while in the long run, since if you have to reorder missing items it may take ages to get it from the main warehouse if they don't have it in stock in your local B&Q.
The standard legs on each floor cabinet are made of plastic which may seem a bit flimsy but they do their job. You can adjust the legs to whatever height you want your floor cabinets to be. If you're not getting a plinth to go along the bottom of the floor cabinets, then i advise to get the chrome legs for the floor cabinets since they look far better than the cheap plastic ones.
Our classic chestnut kitchen was installed a year ago now, at i've had no problems. The doors and cabinets are pretty sturdy and everything is as it was when we first had the kitchen installed. Make sure that all the worktop edges (against the wall, sides, sink, hob) are fully lined with sealent to prevent water getting into the worktop, as over time water can 'warp' the worktop. This happened to my friend's worktop around the sink area, probably because the workmen didn't do a good job on the sealant. This is why I was adamant in doing the sealant job myself and told my builders so. I made sure every worktop edge was sealed properly, since we do a lot of cooking and use the sink a lot and potentially water can get into little unsealed gaps.
The worktops from B&Q are actually good value for money when i compared them to other stores. For the matching kitchen worktop upstand (which looks great) i got this from howdens, since they had a thicker upstand, and i needed this due to the sizable gap between our worktop and the wall.
All in all we had a good experience with B&Q kitchens. Contact me at firstname.lastname@example.org if you need anymore advice!!
Thinking of buying a B & Q kitchen has anyone had any dealings with supplies and fitting in Cornwall?
I ordered a B&Q kitchen and bathroom in the summer of last year. The works began 2 weeks late. I had taken time off work to receive delivery of the kitchen and bathroom several days before the works were due to start. Despite this not everything was delivered and goods continued to be delivered without warning at random times of the day both during the week and the weekends with little or no warning. The workmen were frequently not around to receive these items despite delivery times being during the week when they were meant to be fitting said kitchen and bathroom. The works ran over by one month. Since then I have had two leaks from my new kitchen into the flat below. My initial experiences in store and with the kitchen designer were good, however it has all been down hill from here. I will NEVER use B&Q again.
We purchased a b&q kitchen in January 09. Only to wait till march for a delivery! Must admit the customer care was great in telling me that one item was not able to arrive till may! The most important bit. Well the item did arrive and we started in June to fit. (family berevements and arrivals of my son). All went ok till I opened the box which was late. It was damaged - so I rang b&q and explained. Another item would be delivered next week by the same company 'parcel force' I opened immedately and it was damaged again. I refused the box and rang again. 'sorry we are experiencing problems with our delivery service' next delivery date next week. Item arrived and again must have been dropped in transit but as I was the cabinate putter together person the damaged corner was to the back and couldn't be seen. I have since complained and have yet to receive any appology/compensation for thehassel and expence at getting a fitter to come more times than needed.
Any one buying from sprucefield in northern Ireland. The kitchen planner was spot on with everything. Care was good. If anything we are taking a few items too many back. It's just the delivery. I would expect a better service from 'Parcel Force' knowing the expence of kitchens.