To feel this is a shit response from b&q

[2summer]

I bought a wooden garden pergola from b&q a few weeks ago. For context I’m single with mobility issues so paid for a reputable local company to put it up for me. Dad has dementia, step dad Parkinson’s, nobody diy savvy around that I could ask to help etc.

The legs of the pergola have all split terribly even though it was all assembled as per instructions. It’s not fit for purpose and will need to come down before it falls down.
I’ve spoken to b&q who have said I can either do an exchange or have a £30 refund - bearing in mind it cost around £500.

In order to exchange (which to be honest I don’t really want to do as will another one have the same problem) I’d need to pay someone to take it down carefully enough to package up to return (for it then to presumably be disposed of as it’s too faulty to resell). I’d then need to pay someone to assemble to new pergola most likely leaving me the best part of £200 out of pocket.
I’ve explained all this to them but they just keep reiterating their drivers won’t take an assembled product.

It just seems shit that they won’t refund for a totally faulty item and I’ll be left out of pocket for their crappy product.

I could probably get a neighbour to take it down for free if they could chop it for firewood but if they want it returning I’ll have to get it done properly and find suitable packaging. 🙄

A wee post on their twitter or other social media might help OP

I feel your frustrations but from B&Q's prospective as the splits weren't noticed whilst it was being erected so therefore could of been quiet easily of been split accidentally by the other company. As it's a 3rd party company they therefore aren't liable.
That said wood quality isn't the best I late so if I were you I'd enquire online, look at reviews ect to see if there is a fault with the materials that have been used.

I can see why you're annoyed, but realistically they can't pick it up if it's not disassembled enough to be collected/transported, and no business is going to provide a refund for a product they can't know for sure if it's actually faulty or if you're just a scammer until you return it. They aren't responsible for the fact you are unable to get it in a returnable condition yourself.

I think your best hope would be to push the being left out of pocket angle with customer services, around the fact you've incurred costs due to paying for the assembly of the faulty product, and see if they will compensate that, but even then it's likely to be B&Q vouchers rather than cash.

How come it was assembled if the wood was split?

If it split after then it may be the screws were screwed too tight

Did you expect to keep it for free by getting a full refund?

Yeah I’ve explained it all to them and sent pics.
I think I’m as much frustrated as I wish I could just do all this stuff rather than rely on other people.

Did you get a receipt from this company who assembled it?

You don't say whether you have a receipt, how long you've had it or whether the wood has been treated?

@GottaGirlcrush yes I did

I don't know what your community is like but we have a lot of community pages for our area and if you explained the situation on there someone would offer to help for free or very little money.
Might be worth a shot.

@Balloonhearts yes pressure treated, bout at the start of April so up 10 weeks. Have the relevant receipts from all parties involved

Unfortunately B&Q seems to be acting as middle men these days, for products on their website. How did you pay for the pergola? Hopefully by credit card, if so speak to them, explaining that the product purchased is not serviceable quality. I hope you get it resolved OP.

Which one is it?

I used to work for them and I think it's in the info when buying that as it's a natural product it will split sometimes due to climate

Look up the Trading Standards Office at your local council and report to them in writing, copy the letter to B and Q area manager (name and address obtained from the store you bought it).

https://www.gov.uk/find-local-trading-standards-office

Involvement of TSO can have miraculous effect on the offending company, in my experience.

Do trading standards deal with individuals anymore though?

Was it damaged when you bought it or did the installers damage it?

I don't think B&Q can be held responsible for you buying something and then breaking it? Can they?

@coffeecupsandwaxmelts I didn’t break it though. The wood used isn’t fit for purpose. It’s started splitting over the past few weeks.
The assembly instructions were followed word for word.

So was it okay when the installation was finished, or was it damaged during installation?

If the former and it broke over time, your case would be with B&Q but if the installers damaged it, I would think you'd need to take it up with them?

Consumer Rights Act 2015 - B&Q are the retailer and it is their responsibility to sell you quality goods

It was fine when it was installed bearing in mind that was only a few weeks ago anyway.
I’m confident it’s not been damaged when it was put together.

At least I’ve got photos to prove both.

Sounds like it has split after “installation” - perhaps exacerbated by the hot weather.

I suspect the installers should have known to drill pilot holes in the wood when screwing it together instead of just screwing bits of wood together. Did they do this? Maybe the wood split during installation due to not drilling pilot holes but it was not visible to you until it had later dried out.

https://www.makingmanzanita.com/pilot-holes/

I'd keep arguing. They have proof from photos and it will cost you to take it down. They have no use for broken wood.

We had an issue for a bed recently. I sent photos and argued. No point them paying for collection of a broken faulty bed.

Equally you can't buy something, damage it and then expect a full refund.

I know OP says that hasn't happened, but people sometimes try it on - they buy something, put it together wrong, break it and then try and get a refund by claiming it's faulty.

@Annfr that’s exactly my point. I get that they need to be aware of scammers and chancers but I have sent pics plus would be more than happy for someone to come out and inspect. (Which obviously they don’t have time for but still.)

Someone from the support team is going to contact me in the next 24 hours so I’ll update once I’ve spoken with them.

Yes of course. Businesses know that if they have broken consumer legislation TS O can take them to court /enforce resolution.

https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/

Here

It mentions that wood will sometimes split