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B&Q / Everyone appears to be &passing the book&...

1 United States Review updated:

I have recently experienced a number of problem with both B&Q and one of its suppliers GE Capital/Money. We are regular users of B&Q, as have recently purchased a brand new house. We have spent over £2,000 recently on garden furniture, outdoor heaters/lights and other DIY products.

Prior to christmas 2005, you had a special offer on a portable TV/DVD Player, which we purchased for our kitchen. In April 2006 the TV/DVD Player would not switch on. We have checked all the obvious things i.e. fuse, socket etc and it does not appear to be any of them.

We spoke to yourselves at the time, as we can not locate out receipt, but as the serial number/bar code etc was still in tact on the back of the item and the fact that we paid for this item on our B&Q store card was apparently sufficient proof of the purchase. (As told by 2 people at B&Q store and customer services team)

We were advised to speak to GE Capital/Money in order to request an itemised B&Q card statement (as these are not automatically sent out). We have had 3 conversations now with your supplier, but have still not received the "evidence" needed. We have recently paid our B&Q cards off in full as are not happy to continue shopping with you until this is resolved. What is more frustrating is that GE Capital/Money are very proactive in ringing us at home constantly with their Sales patter, but no offer of help or support.

We recently contacted B&Q again requesting help and support replacing this item that is still under guarantee and gave them the serial numbers requested. They orally confirmed that they could verify that the purchase had taken place, but would not help us without an itemised statement from GE Capital/Money.

Everyone appears to be "passing the book" and we do not feel this is a fair way of trading. We are genuine honest customers of your stores who need help on this occasion. Please can you help us ASAP, or we will have no choice other than to seek legal/media advice. The TV/DVD player was not expensive (approx £60 with the discount taken off), but it is still under guarantee.

Many thanks
Lee and Katrina

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  • De
      19th of Feb, 2007
    0 Votes

    In your complaint you state that B&Q were passing the buck but this does not appear to be the case... indeed they have told you what they need in order to proceed further. They would require proof of purchase to deal with your issue and as they are a 3rd party cannot request any information from GE Capital due to the Consumer Credit Act. That is why they asked you to obtain the relevant statement directly from GE Capital Bank so that they can proceed further in helping you. On the reverse of your receipt, there are terms and conditions of refunds and if not, their refunds policies can be obtained in any branch in a leaflet. It is also common policy within the retail business to state that it is the customers responsibility to keep the original receipt in case of any problems where proof of purchase is required. Without proof that you purchased the goods from a specific retailer, at a specific time, they would not know when the product was purchased, where it was from and therefore would not know if it was within the guarantee period. B&Q's web site shows the following returns policies... hope it helps.

    Our returns and refunds policy

    We're happy when you're happy. If you are not completely satisfied with your purchase, we will happily exchange/refund any unused items.

    If you return the item unused, *with* the original receipt within 90 days we will;

    • Exchange the item or issue a refund based on the original method of payment, customer sales forms are an acceptable form of receipt

    You will receive a full refund of the price paid (including relevant delivery charges) less any collection charges.

    If you return the item unused, without the original receipt we will;

    • Exchange the returned product at the current selling price

    Orders that have been made to measure, Special order, cut or mixed to your requirements cannot be exchanged or refunded.

    If the product you purchased is faulty, or not as described, we may offer an exchange, refund or repair as appropriate.

    We reserve the right to refuse a return with or without a receipt.


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