B&Q / Diy.com
Reviews and Complaints

In June we ordered kitchen doors from B & Q Eastwood Notts. We were qu0ted a delivery date of 9 Oct we paid in full for goods. We then found that some of the items had not gone through on the computer to be ordered from central depot. It took hours and four visits to store to sort this out plus loads of phone calls. In the end we picked these items up from store. But with the oven housing we were given shelves for a larder unit, we mentioned this 3 times but were told they were the same. We wasted a whole day putting this together, on putting the oven in we needed steps to reach it and microwave. We went yet again to store and the shelves were changed for the right ones after arguing for over half an hour. Wasted another day changing the shelves around and taking the wrong ones back. Yesterday 9th the rest of our order arrived with wrong doors, some missing and some damaged. Telephone central depot and was told some one would contact me in 24 hours. Why not straight away? I am still waiting and will not hold my breath in the meantime. What seemed a brilliant offer has turned into a nightmare. We have spent over £1, 000 in all and still do not have a kitchen, as our old one has now been taken out. The doors are now out of stock and will not be brought back.

I would just like to agree with the above comment i feel exactly the same. I have a half completed kitchen because i was not informed of items been out of stock i now have to wait 4 weeks for a missing part, which is the most important as it is the shelves that hold the build in oven in place, so a month without a cooker is going to be a nightmare. I would not advise anyone to purchases a kitchen from b&q. They are quick enough to take your money!

We tried to order a dishwasher part on line. We were told that there were no deliveries to our address at BT23 5WS. If this is true then it will made known through the press. I will not be buying anything from B&Q at the Holywood Exchange. Stephen Simms [protected]

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 www.diy.com 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.

YOUR LEGAL RIGHTS ARE NOT AFFECTED.