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Everything posted by newportstu

  1. Thanks for all of your help on this. We have begrudingly accepted the initial offer as we don't want to lose out. B&Q were unwilling to budge, even with the threat of FOS. Thanks again.
  2. This has got me worried as I don't want the CEO just to throw it out all together and us not get anything. I'm considering just accepting their offer now.
  3. I appreciate this and I know the fitter should accept some responsibility and he has. However, I still belive you should be able to trust their planner otherwise what's the point in them coming out at all. I have a tape measure, I could have measured up myself and we wouldn't have had the issues!
  4. Hi, thanks again for getting back to me. This offer was in reference to formal letter of complaint I sent to the B&Q head office. However, I will also send a further copy to the address provided in the post above. Obviously this will result in the 10 day deadline expiring though which is what I am worried about really.
  5. Unfortunately though we don't have any proof of what they told us in store. So I think they will be heading down the your word against ours route!
  6. Thanks for getting back to me. In a nutshell yes, £50.00 gift card for the inconvenience (ideally we never want to shop there again, but we'd take the gift card as a worst case scenario) plus half of the invoices, even though we were promised them all to be covered. Also, because they've put a deadline on it I now feel pressured as I don't want to end up with nothing. I feel this is almost bullying tactics.
  7. Apologies for the lay out, it won't allow me to space it out.
  8. Hi all,Looking for some advice surrounding a complaint I have raised with B&Q. Someone came out and measured our kitchen at a time there was a 20% off discount deal so he was obviously keen to get the sale, he came out in the evening to measure up. This guy claimed to be "the best kitchen planner in South Wales". Anyway, we put our trust in him but he didn't plan the kitchen correctly. We pointed out where the stop cock was as it is not in the conventional place under the sink; he carried out his measurements and “adjusted his plans accordingly”. Anyways, When our fitter came to fit the units it became apparent the pleanners measurements, didn’t account for the stop cock at all. In fact his plans placed the stop cock directly behind where the dishwasher was to go, which obviously would not fit. Not only this, the electrician needed to come back to move the sockets for the appliances, that he had already pre-installed. This cost us even more money. In order to account for the error made by Alex, our fitter was forced to take the back off the unit for the sink in order to make the kitchen fit. This cost us a day’s labour as we wasted a lot of time, toing and froing and head scratching which could have so easily been avoided if the fitter had listened to us in the first place. We then encountered our next problem. The planner had designed our kitchen to have a drawer unit underneath an induction hob, with a cutlery draw at the top. This meant cutting in to and weakening the unit as this was too deep. The appliance is a Cata IND60T. The manufacturer’s instructions state there needs to be airflow of at least 5cm underneath the appliance in order for it to function correctly. It states “2. It is essential that the induction hob is well ventilated and that the air intake and exit are not blocked.” As the cutlery drawer was to be directly under the induction hob, there was not enough space to do this and our fitter was not willing to fit this appliance. This was on the manufacturer’s instructions and he stated this could potentially be a fire hazard which he wasn’t prepared to risk. The planner informed us that he has fitted “hundreds” of induction hobs above drawer units and he has not had any problems “yet”. Unfortunately I am not prepared to put my family at riks on a promise of "yet".We went into the store and had one of the most most horrific customer experiences I have ever experienced. When we got to the store there was around 5 or 6 members of the kitchen department stood waiting for us, as if ready for a fight. I spoke to the fitter who got right up in my boyfriends face. I explained the situation to him and the events stated above. I could not believe the arrogance of him. My boyfriend explained the induction hob was a potential fire hazard and fitting it above a drawer unit was against the manufacturer’s instructions. He expressed concern at the “hundreds” of customer’s kitchens this has been fitted in and asked when you would stop designing kitchens in this way, when someone dies? My boyfriend stated he was not prepared to put our family at this risk and Alex’s response was “I don’t care”.I have never been so gobsmacked, appalled and angry at an individual, particularly a representative of a business. How could someone not “care” about something as serious as that? We were made to feel so small and worthless. However, a different member of staff took the situation under control. Although Alex couldn’t come up with any suggestions to fix the issue, I suggested swapping the drawer unit and a conventional 400 cupboard aroun. It was agreed with the “manager” that we should get the work completed as priority but once this was done, bring the invoices in and they would cover the cost of the additional work carried out. Needless to say when we went back to the store, B&Q said they would be unwilling to cover the cost of the additional work carried out, despite being promised they would when we visited the store previously. This has extremely angered and upset us. We would like compensation for the embarrassment, humiliation, distress and inconvenience this whole situation has caused us. We have had to take time off from work to try and sort the issues out and have had to endure broken promises of compensation and correspondence that has not been received. This has obviously been extremely stressful for us. We also no longer have our dream kitchen and we have had to sacrifice the symmetrical look of the original plans. We expect to, which goes without saying, to be covered for the additional work we have had to pay for as a result of the incompetence of one of a B&Q employee. We lost 3 days labour to the fitter as a result of the issues at £115 per day and it cost £100.00 for the electrition to come and move the sockets. In total we had to live at my parents for around 3 weeks which was invonvenient and unfair on not only us but them also. Not only this but the stress this has caused us at times was unbearable. I have had the following response from B&Q"I refer to your recent letter regarding the problems you have experienced with the kitchen purchased whilst visiting our Newport B&Q store.My investigations of this matter have now concluded. As a result of these investigations B&Q are willing to make an offer in full and final settlement of this complaint.In our telephone call this evening I have explained why we are unable to consider your request for £445, however we have offered you a £225 cheque towards these costs and a £50 gift card as a gesture of goodwill. Acceptance by you of this offer (which is automatically rescinded after 10 days) will be acknowledgement that this is in full and final settlement of any claim you allege arise out of this transaction without any admission of liability by B&Q plc. Please be advised that should you have any outstanding credit agreement on the purchases you have made from B&Q, this payment will not affect the original amount outstanding on the transaction. To accept this offer please contact me at your earliest convenience on 01236 634 688. Should you feel that you cannot accept this offer I can only advise that we can, regrettably, be of no further assistance.I would like to take this opportunity to assure you that B&Q constantly strive to provide our customers with an excellent level of service and it is clear on this occasion we have failed to meet your expectations and for this we sincerely apologise. Once again, please accept our sincere apologies for any inconvenience you may have been caused and we hope that you will consider B&Q for your future DIY requirements." I do not feel this is enough for the experience we hace had but I also don't want to lose this offer and end up with nothing.Could anyone offer advice of how to proceed please? We took the order on finance so we have Section 75 cover, we have also complained to Hitachi finance but are awaiting their response.Any help would be greatly appreciated. Thanks for reading!
  9. Thank you for your response and advice locutus. I have now drafted up a letter as advised in your post and I will send this off today. I will let you know of their response. Thanks again Stu
  10. * Update * EE called me and advised that they would be crediting my account with £123.00 if I would accept that as the resolution to the complaint. I declined (my cashback is more than that!). I requested for the complaint to be escalated. I received a letter a few days ago from them. EE have just fobbed me off with what looks like a standard letter (its not even been signed, its a photocopy signature!). See below; Now this looks to me as if EE are just trying to pass the buck. I don't know what third party company they are in reference too but theres been some serious mis-selling going on here at EE and they are either aware of it and are burying the head in the sand or just shunning responsibility with a 'prove it' type letter. So angry its unbelievable!
  11. I didn't to be honest. There was a message saying that calls are recorded when making the call so they should have a record of it... Well...hopefully!
  12. Ignore that. EDIT Well, what a difference a phonecall makes. I called back through to the complaints team to get my account number to take the complaint to the CISAS and ICO. I spoke with a completely different agent within the customer relations team. This agent advised that due to the amount and in light of the circumstances, she would recall this from the DCA and remove the default completely from my credit file. Now why this couldn't have been done with the previous agent I spoke with, I don't know. Lyla in the complaints department at Virgin Media I can't thank you enough! My faith in humanity is restored!!
  13. FINALLY had a response from Virgin. They have said that they don't have records of the calls made back in 2009 but they only have the notes on the system to go on. Those notes say different from how I say the conversation went. I stated what's to say the agent didn't realise his error and then put different notes onto the system? They said that I can't prove otherwise!! Unbelievable. I asked that surely in this circumstance, you would as a gesture of goodwill look to remove the default showing. They advised that they weren't willing to do this. So I asked for my final response to be sent to me so that I can go to the ICO. Absolutely incredible. Can anyone advised how best to proceed with this? Would it be best to go to the ICO or an MD?
  14. Still yet to receive acknowledgement of this complaint despite it being signed for on the 25th July. Does anyone have experience of Virgin Media complaints? Should I have received acknowledgement at the very least by now?
  15. I'm still yet to receive an acknowledgement of my complaint, even though the letter was signed for on the 24th July. Does anyone know where I stand on this? Would it be worth sending a chaser letter or simply wait the full 8 weeks for resolution? Thanks
  16. Nearly a week on since I sent the complaint letter and even though the EE complaints code of practice on their website says "We’ll acknowledge receipt of your letter by sending you a text message on day of receipt", I've checked Royal Mail Track & Trace and my letter was signed for on 24th July 2013 alas no text message. I sent the letter to the following address; The Complaint Investigations Team EE 6 Camberwell Way Sunderland Tyne and Wear SR3 3XN Anyone know how long it takes for EE to usually acknowledge a complaint?
  17. Letters sent to both EE and Orange via recorded delivery today. I'll await their response. My guess is that Orange will simply fob it off as being an EE issue but we'll see. I've gone down the DPA breach route with Orange.
  18. Letter has gone off to Virgin Media today via recorded delivery. I'll await their response and post it up here when I get it.
  19. Exactly my point 2Grumpy. They claim to be separate entities (when it suits them)yet their branding is everywhere together. Another confusing aspect is what was traditionally "Orange Wednesdays" at the cinema is now "EE Wednesday" and even at Glastonbury festival they have a charge tent that was always by Orange, but this year its was EE. I didn't think to contact Orange to pursue the matter of transferring my number without authorisation and I'll certainly now be going down that avenue. Though I'd hazard a guess that they'll simply pass this back off as an EE issue. To be honest I wasn't initially going to pursue the fact about compensation but I believe this is definitely something that I will pursue going forward. Simply as this now has the potential to seriously hit me in my pocket. I suspect all that they would do is swap me back to Orange, which isn't something that I want to happen really as I've now got used to EE's services and 4G signal etc plus Dialaphone may still not pay out on cashback as the contract hasn't been maintained with Orange for the full 18months.
  20. Thanks for your reply IdaInFife. To be honest, I'm in agreement with you on this. I have even requested for the agent in question's manager to call me back but this has never materialised. I think I will put this in writing anyway and send it recorded delivery. That way there's no comebacks or delays about it. What I think the agent is getting confused with is a SAR request, which is not what I asked for. I stated that phonecalls will need to be listened to but AT THIS STAGE I don't require a copy and all I wish for them to do is investigate my complaint. Not sure if anyone would be interested but I will post up my final response once I get it.
  21. Thanks for your reply 2Grumpy. I've logged a complaint with EE as at the end of the day, if they are a separate entity to Orange, it was them that did the 'mis-selling' and not Orange. However, whilst on the phone to EE, the lady I spoke with pulled up my Orange contract and was able to see exactly when the contract started and did the necessary amendments to my contract so this again is confusing. Update - I've now spoke with Dialaphone who have confirmed that this will affect my cashback as it the bills that you send in, need to be from the original contract provider!! I furious now as I'm sure you could understand. I've raised a complaint over the phone to which I had a response that someone would "call me back" but nothings happened since. I think I may need to take heed of the advice given above and send a letter to both Orange and EE to log a formal complaint.
  22. Hi all, Please bare with me, this is a long one. But I was looking for a bit of help. I've been mis-sold a sim card by EE. A few months ago I received a call from someone claiming to be from Orange asking if I was getting the most out of the services available to me etc. They mentioned about moving on to EE for 4G signal etc but at the same price as I was paying at Orange. This confused me a little as I believed they were the same company? I said I would hold off on this as I use Dial a Phone I wanted to see if this would affect my cashback. Anyway, a month or so later I received a sim card in the post, which I presumed that Orange had changed their name to EE and a new sim card was needed. I put this in my phone and rang my girlfriend and the number that rang was my own number, so I thought nothing of it and have been using that sim for 2 months or so. Yesterday however, I received a letter from Orange stating that I owed them £11.25. I called them immediately and explained the situation, they advised that Orange/EE are two separate companies and that I must have signed up to an EE sim card somewhere. I advised that I didn't and was told to contact EE to make a complaint, but I paid the £11.25 there and then to avoid anything affecting credit file etc. I called EE and requested to log a complaint with them. The agent I spoke with 'Dawn'was lovely and really understood my concerns etc and took all my details. She credited my account by the £11.25 but I realised that this sim was an 18 month sim, so I queried if this now extended my contract. Dawn advised it had, but quickly rectified this by taking the additional 2 months away from my contract and they would give feedback to the persons TL and remove any sales fee's due to him. I stated that although I was happy with what Dawn had done for me I still wanted to take this further as this should never have happened in the first place. To be fair to EE other than the obvious initial "sale", their customer service has been really good but I didn't want them to just sweep this under the carpet and I wanted a full, written response and explanation as to what has happened here. I still haven't had a chance to find out about my cashback with Dialaphone so I just hope that this doesn't come back to bite me, especially when its through no fault of my own! Does anyone know my rights here? is this contract now technically null and void? Any help would be greatly appreciated. Thanks,
  23. Hi all, I want a bit of advice about a complaint/credit file dispute I have with Virgin media. I had an account whilst at university that I believed to have paid, I called and spoke to an agent at Virgin who confirmed that no further payments were due. Only upon checking my credit file recently have I noticed a default of £50.14. I disputed this at Equifax and the information was removed, however, when I did the same with Experian, Virgin media came back to me (about 3 months after logging the dispute) to state that the info was correct. I raised a complaint at Virgin media about a week ago. I received a call back from the same person based in India that I raised the complaint with, stating that as I need to have calls listened to, the complaint needs to come in writing as I need to give my authority for them to action this. Now, I work in complaints myself so I know this isn't the case with my organisation. Has anyone heard of this type of thing happening before? It doesn't seem right to me and seems like a cop out. Its such a small amount and I would happily have just paid it at the time. This is now stopping me from getting a mortgage. Any help would be greatly appreciated. Thanks,
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