Hatfield Peverel couple want DIY compensation

Andrew Wright outside the B&Q store in Springfield

Andrew Wright outside the B&Q store in Springfield

First published in News
Last updated

A COUPLE want compensation from DIY superstore bosses after their £5,500 kitchen order was bodged - leaving them unable to live at home for months.

Since making their original order last April, Andrew and Rachel Wright have gone back and forth to B&Q in Homelands Retail Park, Springfield, following a catalogue of errors with their purchase.

They wanted to have the kitchen installed into their Hatfield Peverel home as part of an extension.

However, damaged, missing and incorrect parts including two ovens they had not even ordered have caused the couple months of grief.

Although the Wright’s, who have two young children, have been able to move back into their house following months of staying with friends, their kitchen has still not been properly fitted.

Despite their efforts to receive a refund for the mistakes, bosses at B&Q have not offered anything in return to the couple.

The husband and wife are now considering taking their battle to trading standards.

Mr Wright said: “The kitchen fitters we hired privately to install the unit put together whatever they could, but this meant it was done with doors completely missing.

“We have spent so much time going to the store and back trying to get the mistakes resolved but the staff there denying all responsibility.

“We even had one staff member accuse us of effectively stealing from B&Q and parading around the aisles spouting these remarks.

“What we want is an apology from the store for messing our order up along with compensation for getting the order so wrong and for the amount of petrol used to drive to and from the store.

B&Q bosses said they were sorry for the problems caused.

A spokeswoman said: “Unfortunately Mr Wright was sent the incorrect hinges for the doors he ordered and we apologise for the inconvenience caused.

"We have offered Mr Wright a gesture of goodwill and are fitting new hinges free of charge later this week”.

Comments (6)

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4:14pm Fri 7 Mar 14

INDIRAK says...

How can a few missing cupboard doors make a home unlivable? after compensation?
How can a few missing cupboard doors make a home unlivable? after compensation? INDIRAK
  • Score: 2

7:25pm Sun 9 Mar 14

Blah blah blah blah 2014 says...

Sounds like the guy is just trying it on to get a couple of quid! I wonder how the B&q worker paraded them round the store? At gun point or in a cart like the French Revolution? Besides most of the people there are old and unlikely to parade anyone anywhere
Sounds like the guy is just trying it on to get a couple of quid! I wonder how the B&q worker paraded them round the store? At gun point or in a cart like the French Revolution? Besides most of the people there are old and unlikely to parade anyone anywhere Blah blah blah blah 2014
  • Score: 2

7:51pm Sun 9 Mar 14

karentubs1966 says...

how dramatic is this guy! professional complainer?! i love the photo personally how cheesy, obviously nothing better to do with his time.
how dramatic is this guy! professional complainer?! i love the photo personally how cheesy, obviously nothing better to do with his time. karentubs1966
  • Score: 1

9:13pm Tue 11 Mar 14

andyw99 says...

To respond to some of your comments:

"How can a few missing cupboard doors make a home unlivable? after compensation?" It wasn't just a couple of doors. A lot of the kitchen turned up damage, items were missing, and the wrong items were also delivered. NOT just hinges or missing doors. They also ordered us the wrong work surface. Every time we had to re-order a new item, there would be a delay in fitting, waiting for the new part to arrive - IF it arrived in good condition. Our kitchen fitters had other jobs to do, so the delay on waiting for replacement parts meant our kitchen fitters had to keep re-scheduling. If B&Q had delivered the right stuff, undamaged, then the kitchen should have been completed within days.

"Sounds like the guy is just trying it on to get a couple of quid! I wonder how the B&q worker paraded them round the store? At gun point or in a cart like the French Revolution? Besides most of the people there are old and unlikely to parade anyone anywhere"

We had returned a splashback which was ridiculously small. Turns out the person on the refunds desk failed to process the return properly, and it showed up on their system as a 'bad debt'. Then following day we were in store (having to order another missing item) when **** kicked off at us for this 'bad debt' - as if it was our responsibility to make sure things get processed properly. I went off to get the manager. Whilst waiting, I noticed **** walking along the store with my 8-month pregnant wife. Wondering where they were going, I caught up with them, only to hear **** ranting at my wife for being a 'bad debtor', accusing us of 'stealing' and saying they would have us banned from their stores. I asked **** to stop talking and I said I refuse to deal with them any more. They then refused to return my paperwork (which was of no use to them anyway). The manager finally arrived, and **** made the same accusations to the manager.

If you had spent nearly £6000 on a kitchen only to be accused of being 'bad debtors' and that we had stolen from them - how would you feel? To be honest, had they apologised at the time, we wouldn't be having this conversation. They made mistake after mistake, were useless at communicating/phonin
g (meaning we would have to make many trips to the store) and so far nobody directly linked to B&Q Chelmsford has apologised - just some faceless office types who are paid to apologise.

There was also a witness to this sales person's rant - one of the managers. There is a lot more detail I could go into, but B&Q do not want their staff named for legal reasons.

"how dramatic is this guy! professional complainer?! i love the photo personally how cheesy, obviously nothing better to do with his time." I take it you work for B&Q?!
To respond to some of your comments: "How can a few missing cupboard doors make a home unlivable? after compensation?" It wasn't just a couple of doors. A lot of the kitchen turned up damage, items were missing, and the wrong items were also delivered. NOT just hinges or missing doors. They also ordered us the wrong work surface. Every time we had to re-order a new item, there would be a delay in fitting, waiting for the new part to arrive - IF it arrived in good condition. Our kitchen fitters had other jobs to do, so the delay on waiting for replacement parts meant our kitchen fitters had to keep re-scheduling. If B&Q had delivered the right stuff, undamaged, then the kitchen should have been completed within days. "Sounds like the guy is just trying it on to get a couple of quid! I wonder how the B&q worker paraded them round the store? At gun point or in a cart like the French Revolution? Besides most of the people there are old and unlikely to parade anyone anywhere" We had returned a splashback which was ridiculously small. Turns out the person on the refunds desk failed to process the return properly, and it showed up on their system as a 'bad debt'. Then following day we were in store (having to order another missing item) when **** kicked off at us for this 'bad debt' - as if it was our responsibility to make sure things get processed properly. I went off to get the manager. Whilst waiting, I noticed **** walking along the store with my 8-month pregnant wife. Wondering where they were going, I caught up with them, only to hear **** ranting at my wife for being a 'bad debtor', accusing us of 'stealing' and saying they would have us banned from their stores. I asked **** to stop talking and I said I refuse to deal with them any more. They then refused to return my paperwork (which was of no use to them anyway). The manager finally arrived, and **** made the same accusations to the manager. If you had spent nearly £6000 on a kitchen only to be accused of being 'bad debtors' and that we had stolen from them - how would you feel? To be honest, had they apologised at the time, we wouldn't be having this conversation. They made mistake after mistake, were useless at communicating/phonin g (meaning we would have to make many trips to the store) and so far nobody directly linked to B&Q Chelmsford has apologised - just some faceless office types who are paid to apologise. There was also a witness to this sales person's rant - one of the managers. There is a lot more detail I could go into, but B&Q do not want their staff named for legal reasons. "how dramatic is this guy! professional complainer?! i love the photo personally how cheesy, obviously nothing better to do with his time." I take it you work for B&Q?! andyw99
  • Score: 1

10:11pm Tue 11 Mar 14

Blah blah blah blah 2014 says...

How many bedrooms is your kitchen?
How many bedrooms is your kitchen? Blah blah blah blah 2014
  • Score: 0

10:20pm Tue 11 Mar 14

andyw99 says...

Blah - a working kitchen is quite essential.
Blah - a working kitchen is quite essential. andyw99
  • Score: 0

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