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B & Q / Never again

1 United States

Having read some of the archived comments about the B&Q service received by other customers, I was keen to add my own comments regarding the ongoing saga of my bathroom installation.

The story so far...
February 2007 - visit local B&Q store to arrange a home design consultation. Agree date for consultant to visit. 5 minutes before due to arrive, receive call from store saying consultant has phoned in sick - arrange another date for a visit. No show from the consultant, storm down to the store where I am told "oh yes, he's let someone else down today as well". Arrange another date with a different consultant. Consultant arrives!!! Happy with design, place order, fitting will be within 12 weeks (in retrospect I should have seen the warning signs at this point). Agree finance - details will follow in the post.

March - no information received in the post. Visit store to ensure finance is OK and order has been placed. Everything OK, expect a call from the Installation Centre.
Wait a couple of weeks, no call from installation centre, call 0845 number - order is OK, expect a call from the fitter for prefit survey
Delivery company want to arrange delivery - how can I without an installation date?

April - no call from fitter, phone 0845 number - don't worry fitter will be in touch. Still no call, phone installation centre - fitter has decided he doesn't want job, new fitter assigned. No news from new fitter, call installation centre - he's lost the paper work, this is resent and he will be in touch.

May - further calls to installation centre to chase up fitter. Finally have prefit survey, installation will be 24th July (16 weeks after initial order). Installation centre will be in touch to confirm delivery.

June - store want to arrange delivery, arrange suitable date

July - call to installation centre to confirm delivery, waiting on paperwork, but someone will phone me back. Follow up call to installation centre, bath hasn't been sent off for jetting and won't be back in time for installation, fitting will now be 16th October.

Having not received the promised phone call from a team leader today, to discuss extending my finance agreement (I refuse to pay before it is fitted and current agreement runs out in August) and to make a formal complaint, I called the installation centre again. No-one available to talk to me, will call back tomorrow...

One way or another the saga will end - either I will get the service I require, or the order will be cancelled and I'll try again with another company. Never again!!


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