ChatterBank1 min ago
B&q Kitchen Problems - Compensation?
We bought a kitchen from and had it designed by B&Q. Unfortunately the measurements were so poorly done and the order was completed in an appalling way that we have since had many problems thanks to their design consultant. The problems we have faced include:
Full size dishwasher not included in plans, slimline dishwasher and extra cupboard included instead. Had to return our full size dishwasher and miss a day’s work to wait in for new slimline dishwasher.
Gap left between cupboards and appliances due to poor measurements. Incorrect measurement of wall and door mean that we have had to have a new door specially made to accommodate the overhang of worktop and end panel of one of end cupboards which now hangs over the doorway causing the previous door to scrape against worktop and end panel as well as get stuck every time you try to close the door.
Sink pipes left exposed, therefore small cupboard had to be moved to accommodate this leaving us with a large and a small cupboard next to each other which look ridiculous as don’t match in size. Following consultant’s plans would have been dangerous as pipes cannot be too close to appliances.
Only been given one drawer despite requesting around four in plans. We were not given choice over size or number of cupboards but had requested that these were similar to our previous kitchen which they weren’t.
Mixture of white gloss (more expensive) and white country cupboards ordered. Additional panels and various kitchen bits ordered and charged for unnecessarily.
Missing item from order.
Dent in worktop.
No cupboard handles ordered.
Rude customer service.
Full size dishwasher not included in plans, slimline dishwasher and extra cupboard included instead. Had to return our full size dishwasher and miss a day’s work to wait in for new slimline dishwasher.
Gap left between cupboards and appliances due to poor measurements. Incorrect measurement of wall and door mean that we have had to have a new door specially made to accommodate the overhang of worktop and end panel of one of end cupboards which now hangs over the doorway causing the previous door to scrape against worktop and end panel as well as get stuck every time you try to close the door.
Sink pipes left exposed, therefore small cupboard had to be moved to accommodate this leaving us with a large and a small cupboard next to each other which look ridiculous as don’t match in size. Following consultant’s plans would have been dangerous as pipes cannot be too close to appliances.
Only been given one drawer despite requesting around four in plans. We were not given choice over size or number of cupboards but had requested that these were similar to our previous kitchen which they weren’t.
Mixture of white gloss (more expensive) and white country cupboards ordered. Additional panels and various kitchen bits ordered and charged for unnecessarily.
Missing item from order.
Dent in worktop.
No cupboard handles ordered.
Rude customer service.
Answers
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As a result of these issues we have found ourselves trailing backwards and forwards to store many many times to try and resolve these issues and are now left with a kitchen that is not as we ordered or discussed with the 'designer'. B&Q have been partly helpful in that they have refunded extra parts ordered, etc. and not all staff have been rude, however they are fobbing us off with the excuse that their designer is not a tradesman and therefore our builder should notice all these problems from opening the boxes, etc. apparently it is written on the invoice. Due to all these problems we have been charged extra by our builder to rectify what he can, I've had to lose a day's wages waiting in all day for the delivery of the slimline dishwasher after having to send back our full size dishwasher thanks to the poor measurements of the designer. We have also lost a large chunk of our expensive worktops which we were planning on using as a breakfast bar because of the dent and had to buy a new door to fit the smaller gap thanks to the overhang created by the incorrectly measured cupboard, which was not a standard size and therefore had to be custom made! Finally the job has taken much longer than necessary and may I also add that I am expecting a baby in two weeks time and still do not have a fully completed kitchen thanks to B&Q which is why we did not have the time to send everything back and wait for the alterations, etc. to be made. The baby could arrive at any time and unfortunately the house is currently full of dust, we cannot use our kitchen, etc. it is a very unnecessarily stressful time. B&Q accept they have made mistakes and are therefore willing to offer us £165 compensation which we think is absolutely appalling and have therefore threatened Watchdog and the Furniture Ombudsman. Am I being unreasonable?
My heart sinks whenever anyone asks me to fit a B&Q kitchen. In fact, I often politely plead "far too busy, I'm afraid."
No, you're not being unreasonable.
List all your grievances in a letter to their Customer Services, or whatever department they have. Itemise everything. Keep it professional and polite. Be as dispassionate as you can be.
Ask nicely for recompense, replacement, missing items. Give them a reasonable time to put things right.... say, 14 days.
Keep a copy. When they reply with the usual old prevarication, then take all correspondence and paperwork through the Small Claims Court.
Good luck :o)
No, you're not being unreasonable.
List all your grievances in a letter to their Customer Services, or whatever department they have. Itemise everything. Keep it professional and polite. Be as dispassionate as you can be.
Ask nicely for recompense, replacement, missing items. Give them a reasonable time to put things right.... say, 14 days.
Keep a copy. When they reply with the usual old prevarication, then take all correspondence and paperwork through the Small Claims Court.
Good luck :o)
Baz ........ perhaps I should add (for Annoyed's benefit as well) ...... Apart from early kitchens, many years ago, there is no argument over the quality and value for money offered by B&Q units. It's just a standard "joke" in the business about B&Q's missing items, especially the units they never seem to have in stock, but arrive weeks later.
A lot of the Stores, perhaps most, have their kitchens made and supplied by Howden's. At that end of the market, there is no difference in quality, only available styles.
For every complaint over B&Q, I guess there are many people who have had a good, trouble-free service. It's just the incidence of inadequate stocking; poor customer relations; poor organisation etc that crop up far too often.
Of course it's always something of a "lottery" dealing with anyone in trade. Builders often being among the most problematic, I have to say.
Just a personal opinion, but look at Howden's website. I've heard good things about Magnet as well.
My biggest (pleasurable) surprise was when I fitted an Ikea kitchen. Scandinavian efficiency. Every little component supplied. Every fitting etc etc. I like their styles too. A little groovier than the standard Store items.
My biggest recommendation would be to measure and identify each unit in your layout yourself (I'm sorry that's no help to you now Annoyed.)
Take the trouble to design your own layout.
When the Revolution comes .............. the first to the wall shall be inhouse kitchen "designers"; "surveyors"; "consultants". Last week they were probably tyre fitters ;o)
A lot of the Stores, perhaps most, have their kitchens made and supplied by Howden's. At that end of the market, there is no difference in quality, only available styles.
For every complaint over B&Q, I guess there are many people who have had a good, trouble-free service. It's just the incidence of inadequate stocking; poor customer relations; poor organisation etc that crop up far too often.
Of course it's always something of a "lottery" dealing with anyone in trade. Builders often being among the most problematic, I have to say.
Just a personal opinion, but look at Howden's website. I've heard good things about Magnet as well.
My biggest (pleasurable) surprise was when I fitted an Ikea kitchen. Scandinavian efficiency. Every little component supplied. Every fitting etc etc. I like their styles too. A little groovier than the standard Store items.
My biggest recommendation would be to measure and identify each unit in your layout yourself (I'm sorry that's no help to you now Annoyed.)
Take the trouble to design your own layout.
When the Revolution comes .............. the first to the wall shall be inhouse kitchen "designers"; "surveyors"; "consultants". Last week they were probably tyre fitters ;o)
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