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firstly apologies if you've read this posting on another forum - but wanted some advice re compensation from B&Q.
I ordered a kitchen from them last year which was delivered in November. Delivery was patchy, bits came by Parcelforce, others by B&Q driver. The oven I had ordered was not delivered with the rest of the kitchen - and only when it was brought from the garage to be fitted did we find it was a 'built in' and not built under - so wouldn't fit. They delivered a replacement the week before Christmas - (have you ever tried to find a corgi registered plumber Christmas week?!) which was fitted on 23rd Dec. I cleaned up the kitchen as best I could, ready for Christmas and found the double oven I'd had fitted was in fact a single oven and grill. Christmas day was awful - dinner took forever - went to store on Boxing Day and complained - new cooker delivered a week later - other ovens stored in my garage for days etc. etc. Also the nice corner unit storage pack I ordered was damaged - replacement was for the wrong corner (left hand instead of right) so that had to go back.
I asked B&Q for compensation - they have paid £300 out of pocket expenses - I'd had to get builder back and forward several times, both for the oven debacle and the corner unit drama. B&Q have offered £150.
I wrote to them asking that they put a proper compensation offer in writing, and they have instead forwarded a cheque to the local store for £450 (300 +150).
I intend writing back saying I'm not happy and would like them to increase their compensation offer. Do I hold the cheque in the meantime or send it back? the kitchen was £6k!! Advice on strongly worded letter appreciated!!
The strongets of letters are those that clearly demonstrate what has gone wrong (within the meanings of Supply of Goods and Services Act), that the supplier was clearly responsible for the wrongs, and that you have clearly suffered financial loss as a direct result of those wrongs.
Go to Consumer Direct website for template letters. Be concise, polite but firm in what you expect (within reason), and supply copies of documents to demonstrate your losses. You could say that you are willing to accept the cheque as an interim payment, but you would need to have this in writing from B&Q, otherwise they will argue that you accepted a Full and final settlement.
Welcome to the site.
I am not advocating a temp letter from consumer direct.
Simply stand your ground and reject their offer outright.
They have already offered you part payment which shows that they know you arent going to let this go.
I would send the cheque back and accompany it with a letter before action,remember the 5k ceiling allows you to file in the small claims and my guess is that they will be well out of pocket if they chose to defend this in a Courtroom.
Give them 14 days to respond positively and make your targets for Full and final settlement absolutely clear.
You could also add that if you do have to file in small claims that you will additionally be seeking a wasted costs order for your time and money spent on having to attempt resolution ammicably.
If you need help drafting a letter e mail me I am prepared to assist.
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would the DP Act apply to the long list of complaints I have made to B&Q whilst the saga of my kitchen non-delivery was on-going. i.e. can I ask them for what they hold - and am I likely to get the full itemised list of phonecalls etc made to them?
B&Q and compensation
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