On 1 May 2001 I purchased from B&Q Watford a Bernstein
Mayfield white kitchen. There are many problems which
we have experienced with this kitchen, none of which I believe
have been resolved to a satisfactory level.
We bought just base units for the kitchen, but later decided
that we would require some wall cabinets for extra storage space.
We were informed by Ms C at B&Q Watford that the store no
longer deals with Bernstein so she could not order any cabinets.
She advised us to go to a larger store. We went to B&Q Thurrock,
where Pringle kindly ordered the cabinets for us.
However, a week later, we were informed by Pringle that since
our original order was done with B & Q Watford, and because
the Mayfield kitchen was to be discontinued, we would have to
order through B&Q Watford. We went back to the Watford store
to speak to Ms C again who said that she would contact Bernstein,
to palm us off.
She said that she would call us back. That was the 30 September
2001, and almost a year later, we are still waiting to hear
back. Fed up of waiting, we found some similar cabinets in Ikea
and purchased those instead.
We have had parts for our taps sent twice due to a recurring
fault. However, this is only one part of the kitchen which is
faulty, the only part we haven’t had problems with is
the dishwasher.
On May 9 2002, we had our hob fixed that we bought with the
kitchen, since the back left hob was not heating up properly.
The back right hob has now also gone. The hob is only used by
myself and my partner, so it is not as if it has been exposed
to excessive use. I feel upset that I should have to buy another
hob, but feel that I have very little choice, since it has gone
wrong twice in the first year. If we pay to get it fixed again,
the chances are it will go wrong soon after anyway.
However, I have not yet got onto the worst of my problems,
the handles supplied with the Mayfield white kitchen. At the
beginning of May, two of the plastic supplied handles broke
off in my hand as I was opening a cupboard.
We had already been looking for plastic handles that length
to swap on the base cabinets, and put on our new wall cabinets.
We could not find any handles that length, and have looked in
Ikea, Homebase, B&Q, Wickes’, Focus and several smaller
DIY stores.
I phoned B & Q watford and spoke to Mr R who said that
I should call the manufacturers regarding this, as they hold
the years warranty.
I then phoned Bernstein and spoke to Ms P. She questioned how
they broke, and when I said that they are plastic, she replied
‘I’m not surprised’ [that they broke]. She
advised that the warranty is held with the store, not with Bernstein,
so I decided to go into the store to seek a resolution, since
my contract of sale is with them anyway.
I again went to see Ms C in the Watford store who said that
plastic handles were not very good, and that we should buy some
metal handles from their range. I explained that there were
none the same length as the Mayfield handles. She even measured
them herself. She said that she could replace them with the
same handles. I was angry at this point, as not only was I told
to BUY handles to replace defective ones, which I feel I shouldn’t
have to, but she even offered to replace the defective handles
with two more defective handles. She said that there was nothing
more she could do.
I then rang B&Q Customer Careline to see if I could seek
a further resolution with them. I again explained to the man
on the phone that the handles were plastic, and he said that
he had calls on this before. He said he’ll seek a resolution,
as I said that there was no point in replacing faulty plastic
handles with more of the same, since if two had broken in the
first year, and kitchens are designed to last at least ten years,
I would need at least another twenty handles.
The only resolution sought by the Careline was to call B&Q
Watford, then call me back and tell me the same ‘we can
only replace them with the same handles’. I explained
that this was no good, since the handles ‘were not fit
for the purpose for which they were sold’, Sale of Goods
Act section 13, meaning that they were not fit to be kitchen
handles if they do not have the ability to last a year.
To which, the man responded ‘they are fit for the purpose
as they are designed for the Mayfield kitchen and sold with
that’. Does this mean that staff are not trained correctly
on consumer issues, or that the faulty handles were designed
to fit a faulty kitchen, and were therefore fit for the purpose?
Seeking no resolution, we went back to B&Q Watford at the
beginning of May to order some more of the Mayfield handles.
Two were ordered. We then went back at the beginning of June
and spoke to Ian Somers. We explained that we had not received
these handles and that more of the handles are cracking. We
were told that they would order ten, obviously knowing that
we would have future problems. We still have not received these.
We received a call last week stating that they are in stock,
but I do not want more faulty handles.
I am so disappointed by the fact that every handle in my kitchen
is cracking or has already broken. Me and my partner are the
only habitants of our flat, it’s not as though there are
children hanging off them all day, it’s simply because
the quality of the kitchen is so poor.
I then decided to get in touch with Citizens Advice Bureau,
Watford. They have explained and confirmed my thoughts. That
you cannot replace the handles with more defective ones, and
that if you cannot find handles the right length, rather than
making extra holes in the front of our doors, you are liable
for the doors as well.
Due to the fact that we were advised by the Citizens Advice
Bureau to reap my costs back through the small claims court,
we will start now.
We will purchase some kitchen doors to replace the one’s
with defective handles. We will then start proceedings with
the small claims court and we will provide you with a date.
Although the doors are defective, they are not the only part
faulty:
A hob ring stopped working, which was replaced, now the back
right hob ring is not working either, and blows our fuse box
every time we turn it on
Our sink tap parts have been replaced twice
To reiterate the reasons why we are purchasing new doors:
Two of our original handles broke
We still have not received replacement handles
ALL the handles in our kitchen are now cracking in exactly the
same place, proving that the handles are defective~
The replacement handles we have been offered are exactly the
same defective plastic ones we already have
We cannot purchase replacement handles and get our costs back
that way as we have been unable to find any the same length
and are not prepared to have holes in our new kitchen doors
The manager from the Watford store was to come to our house,
he then said that he was on annual leave and the deputy manager
would be with us on 1 October 2002. Instead of her, Ian Summers
came round. He is just a kitchen designer, so there really was
no point in him coming round, with no authority to do anything.
He then measured all our kitchen doors, and said that he would
forward the information on.
We received a letter from Head Office's customer service from
Suzi Wilson, stating that ‘all outstanding issues are
now resolved’. This is not so.
If we do not hear anything by 1 January 2003, we will be buying
doors from a reliable store and reap our costs back through
the small claims court.
All the above are abstracts from three letters, sent in June,
July and August, which have been CC'd to the store's head office
too.
Links to Previous B&Q Complaints:
Link1; Link
