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
B&Q store at Holywood Exchange in Belfast
Author Name: Mary Russell
Disadvantages: Poor quality - poor customer service - poor manager's response to genuine complaint
In June 09, impressed by a special half-price offer on bathroom items we purchased a bath, panel, toilet and cistern at a cost of 352 pounds. When the items arrived we discovered the finish on the bath was so thin you could see your hand right through the material,and it seemed as weak as egg-shell. After contacting B&Q they arranged for the faulty bath to be collected and replaced with a new one. In late September we installed the toilet (in a separate room)only to find it was faulty and on the first flush, water flooded the floor and we made a call to B&Q next day where we agreed we would return the faulty toilet and it was replaced by a new one. This meant the first toilet had to be "de-plumbed", carried downstairs, driven back to the store, and the replacement brought back and plumbed in again. We were without the use of a lavatory for two days and had to rely on the kindness of neighbours for relief. I wrote to the store manager outlining these complaints and pointing out I thought the items were below standard if not downright shoddy. After a month there was no reply so I contacted Citizen's Advice and wrote again giving the store seven days to respond. I received a 'phone call where the girl apologised for any inconvenience and more or less asked what more did I want? I am still dissatisfied with this approach and feel aggrieved when I recall the annoyance of sorting out the problems which I am convinced would never have arisen if B&Q had insisted on or employed some measure of quality control with the manufacturers. I am now considering taking the company to the small claims court simply because of their cavalier attitude to a valid complaint.
Summary: I wish I had looked for / read reviews on B&Q - I would have gone elsewhere!