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Original poster

Anyone complained to B&Q?

15 replies

Lotsofqueries · 08/12/2016 08:13

Bought their designer black worktop last year and a year later it's worn, scratched, marked. Supposed to be impact, scratch, abrasion resistant. Some technology to make to 3-5x more hard wearing! All the reasons we chose it. It now needs replacing, I've tweeted them, phoned them but can never get through. Been in store and they say it's now out of warranty and can not find any record of my order! I'm not a great cook, or a baker, kitchen isn't used much in our house but I can say that I have tried my best to look after this worktop. With a 3 year old and another on the way, I can't afford to have it all replaced. Any suggestions?

OP posts:
NotStoppedAllDay · 08/12/2016 08:47

How do you think it's become so worn? Who fitted it?

Original poster
Lotsofqueries · 08/12/2016 09:26

I just think it's poor quality. I don't use harsh washing chemicals on it or anything but the shine seems to have gone in most places. Something as simple as when we've been shopping and putting it on the side to put away or pulling a plate off it seems to mark it. I was emptying the diswasher and dropped a glass, not from a huge height, but it did smash and took some chunks out of it. I just don't expect it at a year old with all the guarantees it gave - scratch, mark, abrasion resistant etc.

OP posts:
INeedNewShoes · 08/12/2016 09:34

If its granite you might find that the marks and things that look like scratches will come off with proper granite cleaner. Sorry if that's a really obvious suggestion.

I rented a house for a year with a granite worktop. It was a very useful experience. I would never buy granite after the faff of keeping that worktop looking decent! I found that I must never use washing up liquid or other cleaning products to clean granite as it leaves a residue that looks like scratches.

But, having said all that, its not doing what it was advertised to do. I would write to B&Q head office with a copy of the receipt. If you receive no response there, take to Twitter and ask them to resolve your complaint.

Original poster
Lotsofqueries · 08/12/2016 10:42

I have tweeted them, wrote to them, emailed them. Can't get through to customer services on the phone. It just rings and rings. It's a laminate worktop. I've been store and all they will say is it's out of warranty. I'm so annoyed because we've spent so much money with them lately.

OP posts:
Etak15 · 08/12/2016 10:51

Have you been into store? Go into the store you ordered it from (if it hasn't shut down?!) and speak to the kitchen design 'specialists'that sold it to you and told you all about its special qualities! I've had quite a few probs with b & q with various things alway think their customer services have been pretty good they end up just throwing money at the problem also when I've returned stuff to store they just refund without even looking at it! That's probably why all there stores are now closing Grin
Agree with pp if they are ignoring you make yourself heard on their Twitter etc or in store.
Don't forget as well as a refund for the faulty worktop you want the cost and time of it being refitted - plus a goodwill gesture for your inconvenience.

Etak15 · 08/12/2016 10:54

Sorry just saw you've been to store, even if it's out of warranty should still last a reasonable amount of time - especially if it's being sold as being such a super product etc .....

Original poster
Lotsofqueries · 08/12/2016 11:06

Yes it is being sold as a super product and we paid extra for it hoping we'd get just that. I'll get back to the store then I think!

OP posts:
Original poster
Lotsofqueries · 08/12/2016 17:01

So I've been offered a £10 gift voucher. AIBU to be insulted by that?

OP posts:
Etak15 · 08/12/2016 20:17

What a joke!! I would tell them that your going to take it further - I'm not quite sure who to complain to but take a look at money Martin website - loads of info about sales of good acts etc and How to take it further.

NotStoppedAllDay · 08/12/2016 21:07

Sale of goods act no longer exists,it's consumer rights act now

What did you initially want from them op? Did you tell them your expectations,clearly? After 6 months the onus is on you to prove its faulty.... but they can argue it's misused/abused

Did you accept the voucher?

Original poster
Lotsofqueries · 08/12/2016 21:23

I would like a refund. Its completely lost its shine and it's dull now as well as the scratches and marks. Would worry even putting keys on it. No I didn't accept the voucher. I have noticed there are reviews online from 2 people saying exactly the same things as me about the same worktop.

OP posts:
NotStoppedAllDay · 08/12/2016 21:37

So you will return it for a refund?

EnriqueTheRingBearingLizard · 08/12/2016 21:41

Go and speak to the CAB they usually help with consumer rights.
It doesn't sound good at all.

Not had big issues, but when I have shopped at B&Q they've not been somewhere I'd recommend.

Wingedharpy · 08/12/2016 23:21

Have a look on the Which website op regarding step by step guide to Consumer rights relating to shoddy goods.
Did you pay for it, or pay a deposit using a credit card? If so, you may be able to claim from your cc company and they would take it up with B and Q to claim their costs back.
Do you have anything to support your claim that the worktop was sold to you as being super tough/hard wearing etc?
It takes a lot of energy and dogged persistence to get a result.
Good luck.

Original poster
Lotsofqueries · 09/12/2016 09:22

Happy to return it if they would like it back. We paid for it on debit card. The worktop is still online being advertised with all its many guarantees!!

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