B&Q Kitchens Review

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2.3 stars
Average rating for this product is: 2.3 out of 5

From 0 ratings and 26 reviews

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Guest's Review of B&Q Kitchens

5th Sep 2009

Overall Rating

1 stars
  • Value for money
    4 stars

Nice kitchen, let down by poor customer service

The quality of the kitchen units is pretty good. The price was good too, but that's where the plaudits end.

The salesman turned up late and left early because he wanted to get home to watch the football. When his quote arrived he had priced it wrongly.

I have a friend who is a kitchen fitter and he redrew the B&Q plan to make it work. We got it repriced in store, where the customer service was pretty good.

The goods arrived correctly and on time and our fitters began to fit the kitchen. Upon unwrapping the worktops both were damaged. Our local branch, Oxford, didn't have replacements, but they phoned around and discovered that Aylesbury had plenty in stock. So I assumed we could go to Aylesbury and swap our damaged worktops for good ones. But Aylesbury would not do that, they would only sell us new ones and insisted we took the damaged ones back to Oxford.
I phoned B&Q customer service, who frankly were useless. They had no power to instruct Aylesbury to do the swap, and the best they could offer was a delivery of replacements in a couple of weeks. The first cust serv staff I spoke to actually lied and told me Aylesbury couldn't do the swap as they had no stock.
My fitter went to Aylesbury with the intention of buying two new worktops just so they could get on with the job. When he got there that stock was also damaged. We have had to go ahead and fit the damaged worktops.

Because of the poor service we have experienced our fitters have said they will recommend customers do not use B&Q kitchens in future. They have considerable experience with fitting Wickes kitchens and said that in the same circumstances Wickes would have got replacements out straight away by courier.

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