B&Q are driving me mad..any advice?

[Hayls]

I'm going to try to keep this short and refrain from ranting but will probably fail.
We bought a door from B&Poo in December 2006. Since then they have given excuse after excuse, saying they would deliver then not turn up, saying they'd phone when it was in stick then not phoning- even told dh it was ready for collection at one point and when he got there they'd lost it . Latest is I phoned 17 days ago, spoke to the manager who apologised and said there was no trace of it but he would order a new one to be colected in 7-10 days and give us vouchers as way of apology. So theoretically it shoudl have been ready last Thurs at the latest. Since then I have been phoning every day, been told I would be phoned back by the warehouse 4 times and for the past 2 days they haven'#t even picked the phone up when I let it ring and ring and ring... I've emailed them but they haven't responded. THey've had the order and our money for nearly 5 bl**dy months!!

It wasn't hugely expensive but we bought from them because it's a weird shape and had trouble sourcing it elsewhere.

Any advice on what our rights are and what we shoudl do would be much apprecaited.

I would go in - see the manager in person and get them to put down in writing while you wait exactly when it will be delivered. You can collect your free vouchers while you are there

Good idea, dh has already done that but might be worth another go. They made him wait for an hour while they tried to find it then sent him away. HAve just managed to talk to someone on the phone but she basically said 'i dunno'. It's driving me mad but I did manage not to rant at her, don't suppose it's her fault but

Go in there with a large placard explaining how cr*p they are. They'll see you very quickly then.

next tiem mention trading standards....

I aksed if there was any reason why nobody ahd returned my call and she said 'all ican say is I hope i've been helpfult oyou today'. Er, actually you haven't really cos I still haven't got my door. Apparently there are supply problems but I think I'd worked that out for myself

That was dreadful, please excuse my typos, am rather fraught!

We had a similar problem with a fire from B&q.We were told lie after lie about what was happening.Strangely enough,after I emailed head office customer services,demanding a refund if it wasn't here within 7 days,it magically appeared.

I still demanded an explanation of all the rubbish we'd been told,but never got one.As it happened,it wasn't what it was described as when it eventuially arrived & had to be returned anyway.

Hayls ? had something similar almost a year ago. Bought a range cooker from them.
After months of searching for a black all gas one B&Q finally came up with one.
Only problem was, by this time my kitchen designer had lost sight of the fact that I was limited to 900mm width due to structural problems with cutting out the chimney breast it was to go in ? this one was 1000mm.
Soon as I realized ? about 1 week before delivery due I got on to B&Q ranted and cancelled the order.
1 week later said cooker was delivered!!!
Called them, no probs mrs.valnben we?ll collect and refund.

Roll on 5 months later?..cooker?s been back with B&Q almost 5 months ? refund?..nowhere to be seen!!!

Took 2 weeks of DAILY calls to finally get it.

This being after repeated demands for names and numbers ? even called the Company Director of B&Q?..sorry no longer have the number, but if you ring your branch and demand to be told the name and direct number of the branch manager, his boss and the CD they cannot, by law, refuse to give you it.
If they do, get straight on to trading standards?.take a note of who you do speak to, date and time?..calls are monitored.
Good luck.

I would write to their head office/customer relations
Ask for a favourable response in 7 days of you want a full refund and copy the letter to trading standards
OR send a report to BBC watchdog - bet they'd be interested in something like this