Joe Brownlie
Trustpilot need to have a negative star rating. One is too much. Purchased a kitchen from B and Q. Designed in store. My wife had seen a walk in corner larder in their catalogue. A relatively new addition, we believed. So this was a must have. We received the kitchen on the 31st of March and had a joiner ready to start immediately. We were at the stage of fitting the doors, sink, oven, dishwasher, all fitted. just the doors to hang. The corner larder door, a big top door and little bottom door attached to each other, wouldn't close. It was hitting off the oven next to it. We contacted the store and were told that we had to fit two spacer panels, either side of the larder. Making the gap bigger. We pointed out that this wasn't in the plan or assembly booklet. We were told that this was normal and that a B and Q fitter knows to fit these. The joiner spent Saturday and Sunday stripping down and readjusting the kitchen. Quite a task as the corner unit contained all the electrics for the house and the unit to the left, the boiler. We pointed this out to the deputy manager, who reluctantly agreed to a visit. he agreed that the kitchen design and assembly booklet, had no mention of panels. He took some photos and left. We next phoned and got the store manager. He was less sympathetic. He offered two rolls of coloured edging tape, to hide the visible white carcase of the kitchen. We asked about the joiners extra work. He pointed out that we had used our own joiner. The best he could do was contribute to the extra expense. I pointed out that it's a design issue and not a fitting issue. He wouldn't help any further. Whilst this was happening, I had been phoning customer services at B and Q. Ten times in total. One said, nothing to do with us, we're online only. One person said that you can't escalate a complaint higher than the store manager. One didn't know what an area or regional manager was. Two would get their supervisor to phoned. HE didn't. One told me to seek legal action, if not happy with the store. Nobody knew how to contact head office. I have all the names of the individuals concerned, including their response. So. I'm out of pocket, with joiner. My kitchen still isn't right, and B and Q aren't interested. I also bought my two shower enclosures,wet walls,toilets and basins, at the same time as kitchen. The total value of my complaint is nothing, next to just one person reading this and going to Howdens or Magnet instead. 20/4 Spoke again to customer service. Seems that legal advice is the next step, if your unhappy with store response. So bottom line. If you have a complaint and the store manager doesn't agree, tuff. Get legal advice. Thank goodness we have Trustpilot.
11 months ago
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B&Q has a 2.2 average rating from 2,456 reviews

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