Newest Review: ... the returns desk (subsequent to her phone conversation with the manager), that there was nothing that B&Q could do for me as the item w... more
Member Name: Halit
Advantages: Accessible and cheap
Disadvantages: Poor quality fitters and shocking customer service
After 4 months since the start of our installation our bathroom is now fully functional. Yes, 4 months without a fully functioning bathroom!
Although cheaper than say Dolphin, B&Q have proved to us that they do not value customers nor do they seek to actively sort out the damage and mess they create. Our concerns are with both the product and customer services.
On initial completion of the job we experienced the following problems with the fitting:
1.Fitters used incorrect parts to plumb bath. This led to damage to 2 ceilings that required fixing
2. Bath and sink taps had to be replaced three times due to faults
3. Shower not been connected to hot water
4. shower ill fitted and therefore leaked.
5 mains water capped with incorrect part, damaged ceiling, required replastering
6. Three inaccurate deliveries that required me to sort out
7. All silicon work redone three times
Customer services were awful. Our 'job' was eventually referred to the Service Recovery Centre. This was a so called personalised unit designed to sort out problems with jobs. Words cannot describe the poor attitude, unprofessionalism and
lack of concern this team showed us. Although we were assured that someone would be dealing with our concerns, it took a further 2 1/2 months for the job to be sorted. We were promised phone calls that were not returned. Although their own Site Inspector recommended that the original fitters were not used to remediate the work, we were told that there was no one else to do the job! In our desparation, we had to comply.
After 4 months of stress, anxiety and wondering whether the water on the tiles was another leak or a splash ,we were offered a 'good will settlement fee', note, goodwill not compensation for the physical damage to our home and the stress and anxiety etc. I could go on, it might make me feel better but it won't change anything for us. All I would say is if you are thinking about a fitted bathroom reflect on what we were told by a B&Q site inspector when, at our request he came out to check the repair work had been done properly. This is a verbatum quotation;
" If things go ok, then there's generally no problem. Its when things go wrong they seem to go completely wrong. We're a bit of a dinsaur when it comes to putting things right."
(West Midlands B&Q site visitor)
Yep, just about sums it up really?
Summary: B&Q. 4 months to fit a bathroom. Poor quality parts, unskilled fitters, shocking customer service.