B&Q - Should not be in the kitchens business (B&Q Kitchen Furniture)

Member Name: J

Product:	B&Q Kitchen Furniture
Date:	25/10/06 (2968 review reads)
Rating:

Advantages: None

Disadvantages: Everything!

Our B& Q nightmare has to be lived to be believed. We have had nothing but hassle from B&Q.

I attach a copy of what has / has not happened to date and you can jusdge for yourself. In 2 weeks time it will be 6 months since we ordered and paid for our kitchen, and still we do not have a date of when its going to be finished.

7/05/06 – Bob Forrester visited to measure up kitchen

12/5/06 – Kitchen ordered. Advised to take up the 6 months interest free option (even though we had the cash). At the same time tried to get me to take out a credit card and accept junk mail. Advised would take 6 - 8 weeks, but as we want a Speed-stone worktop it would take 12 - 14 weeks. Includes order for Whirlpool American style fridge freezer

15/5/06 - We received a receipt from B & Q but not a breakdown for the installation, and we were told that a full survey in 7 weeks time. .

25/5/06 - Letter from 'Sprint' the delivery company. They said that they had tried to phone us to arrange delivery of fridge, but have wrong contact numbers. Call back to arrange delivery find out wrong fridge ordered by B&Q. Sprint advise we go back to B&Q to change order.

26/5/06 – letter from ISC – We are dealing with your kitchen, we hope you will be delighted.

28/5/06 – Back to B&Q to Change order, said will be done

5/7/06 – Letter from ISC fit date 11th September. Not possible as on Honeymoon call ISC and they say to arrange with Survey man. Also several weeks after advised installation date.

16/7/06 – No contact from survey man. Go to B&Q to find out what is going on. B&Q Gloucester could not help us and said that we would have to deal with ISC.

W/C 17/6/06 – Try to call ISC and you go on hold for 40mins or so and then the lines goes dead. Try various times throughout the week.

22/6/06 – Back to B&Q Glos to check their systems. chase fitting and new fridge. Find out wrong phone number on B&Q system. Advise of correct numbers.

- Survey man finally arrived and we booked it all in for 18th September after we come back from honeymoon. We enquired if our fridge was to be delivered at the same time and Survey man we have to go back to B&Q.

12/8/06 - B&Q Glos – Still no sign of fridge - have to re-order the fridge as we had not accepted delivery of the wrong one, they cancelled the order.

19/8/06 - (Two weeks till wedding) checked if kitchen to be fitted W/C 18th September. Told yes but the stuff would be delivered 16th September (including the long awaited fridge freezer). This caused a bit of a problem, as this was the day we were returning from honeymoon. As we were pretty desperate and fed up by this point we decided to cut our honeymoon short and drive throughout the night to get back. We were told that a message would be left on our answer phone to say if the delivery was am or pm. Check correct phone number on records

8/9/06 – 15/9/06 – On Honeymoon, pre fit work carried out and old kitchen removed. No Running water or washing facilities

16/9/06 – Get up early (after 3 hours sleep) no message left. We then called B&Q Glos and we told pm delivery and would be with us by 4pm. Did not arrive. Call again and ISC told it would be with us by 8pm. 8pm came and went but still no kitchen. Check correct phone number with B&Q and ISC in phone calls

17/9/06 – Go to B& Q and demanded that something done or kitchen would be cancelled. Advise of correct phone numbers

18/9/06 – Kitchen cabinets delivered, but No fridge and no worktops. Advised worktops to be delivered in 3 days. Find out reason for non delivery was driver could not find property and phone number given to contact was wrong. Speak to Whirlpool ,fridge available from stock.

19/9/06 – Fit starts. Advised by fitter that electric not included in installation and demands payment of £225 before works can commence.

20/9/06 – Check with ISC about delivery of worktops. Found out they had not been ordered. Go to see Jon Baldwin B&Q Glos. He agrees to sort out. Confirm phone numbers. Ask for breakdown of cost of installation.

21/9/06 – No response from ISC. Phone again. Says not sure what happened to fridge order and no hope of worktops before 18/10/05. Only arguing on the phone with ISC makes sure we have temporary worktops and running water.

22/9/06 – Fitter fits temporary worktop and sink. Fitter makes appointment to fit worktops on 21/10/06. Kitchen not complete. Speak to Hussein at ISC. Says fridge ordered but doesn’t know what’s happening

25/9/06 - E-mail B&Q ISC to chase progress, and confirm the order for the fridge. Call back from Fiona. Fridge not ordered will order today. Yet again ask for breakdown of installation cost.

2/10/06 – Letter from Sprint delivery company. Unable to reach us as they have wrong phone number. Phone sprint to arrange delivery.

3/10/06 – E-mail B&Q and ISC about wrong details being passed on. Yet again ask for breakdown of cost of installation. Leave phone messages at B&Q to ask for breakdown of cost of installation.

5/10/06 – Call Jon Baldwin from b&q again about for breakdown of cost of installation. Promises in post.

10/10/06 – Fridge delivered.

11/10/05 – Call B&Q Jon Baldwin as still no breakdown of cost of installation. Says he will post it.

13/10/06 – Go to B&Q as still no breakdown of cost of installation. Found it sat on desk still waiting to be posted.

16/10/06 – Check with ISC about worktop delivery. Confirm all on for 18th and driver will phone to make sure we are in.

18/10/06 – Missed delivery of worktops. Phone number provided to driver wrong. Re-arranged. E-mail sent to Isc & B&Q – No response.

Phone call from fitter. No longer able to keep appointment to fit worktops as agreed. Will call early November to re-arrange.

19/10/06 Go to B&Q and discuss matter with John Baldwin. Agreed 15% off cost of kitchen and refund the work not done on fitting. Said would speak to ISC about getting a fitter ASAP.

20/10/06 – call from Chris at Isc end fit. Knows nothing of problem with fitter and nothing of meeting with John on 19/10/06. Will try and get fitter asap. Formal complaint made to B&Q head office.

21/10/06 – Check what has been delivered. Fitter has taken Taps and handles that are not yet fitted.

23/10/03 – Speak to ISC. Say file has been passed to SRC due to nature of problem, but SRC will not be able to help until they have the file on 24/10/06. ISC said no one was going to call me today about a new fit date.

As you can see its one hell of a saga, and we have no promise of having the kitchen finished this year.

Take my advise. Do not use B&Q

Summary: Read our B&Q nightmare