Couple feel ‘let down’ by B&Q

A Littleborough couple feel ‘let down’ by B&Q after the company cancelled their kitchen installation just weeks before it was due to be fit.

Lisa Ogden and partner Craig Schofield, of Littleborough, paid £3,400 for the kitchen in May this year, ordered from the Oldham branch.

Initially, the couple were given a fitting date of 15 October, and received an email from the company in June claiming that whilst their Homefit installation service would run until December 2018, “the proposed changes will not impact your installation project”.

However, the couple later received a phone call on 10 September saying that B&Q could no longer install the kitchen, offering a refund or delivery.

Lisa said: “We are not happy: surely if we would have pulled out of the agreement, we would have incurred large charges. The reason we went with a large company was because we thought they would be reputable and offer good customer service.

“We have been looking around other kitchen companies now, who have said the kitchen will be fitted by the end of October if we order now. So why was it taking so long with B&Q?”

Lisa added: “It's a shame it came to this as the staff at the Oldham branch who did the initial plans were really helpful and got us the kitchen we wanted.

“B&Q did apologise and offer £250 as a gesture of goodwill, but Craig told them it doesn’t solve our problem. I feel if we had pulled out at such a late stage we would have lost most of our money.”

The couple confirmed they have received a full refund.

A B&Q spokesperson said: "We are sorry that on this occasion, we were unable to find an alternative installer. We are keen to work to reach a conclusion they are satisfied with."