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“2 months waiting, no order to show up”

written by sdLittle60 on 08/09/2021

We ordered a clearance kitchen from B&Q online as advised in the store to ensure they had stock.

We did this and purchased everything we needed online seemingly without a problem, immediately after contacted customers services to ensure that the items where in stock as the waiting time for delivery was over 2 months. We didn't want to wait and not get the items. Everything was in stock and it was a bargain price, so we were willing to wait.

We waited the entire time, from 01/07/21 to 03/07/21. Had the kitchen ready to just attach the new doors and fronts. On the day 02/09/21 I received a call from the delivery driver to confirm a delivery time the following day. So all looked good why would we think otherwise, I took this as confirmation.

The day of delivery came and I received a call from B&Q customer service stating that one of the doors was not available. As a result due to it being a clearance item, she was going to cancel the order and refund us.

Absolutely stunned that it had been left after confirmed delivery, we had been left with a kitchen with no doors or fronts. The price was bargain price but we had made and had it confirmed as in stock only to be left with no clear explanation only the apparent poor stock control.

We have made a complaint but even that seems to be dealt with poorly as we are still waiting. Not sure how they can get away with taking payment and leaving us for the entire 2 months only to let us down last minute. really bad experience.