Problem with BnQ lawnmower return

Posted 11th Jul 2023

I have a lawnmower which I bought from BnQ on 30th June but it cuts out when I am cutting the grass . It was their no name lawnmower. This 1
I went to return it instore but they refused to take it as they are saying its working.
It was the manager who refused to refund me.
I called their online customer support but they said its the stores descrestion, what are my options for a refund as I think an exchange will give me the same problems.
Am I not allowed to return it as its not fit for purpose?

Post

Share with WhatsApp

Share with Messenger

Garden & Do It Yourself Garden Lawnmower Gardening Retailer Offers and Issues

New Comment

34 Comments

sorted by

11th Jul
Email the CEO and hope that they care enough to reply
Author
11th Jul
I had got someone on chat who will file a query and then I should get a call from them .
Will see how that goes and then follow some of their other complaints procedures and proceed from there.
11th Jul
As per above, email their CEO and tell him unless you get the refund to which you are entitled you will lodge a claim in the Small Claims Court. Let him know you will put his name on the writ. Give him 2 weeks to come back to you with confirmation of your refund or you will lodge your claim. Good luck

Graham.Bell@b-and-q.co.uk
Author
18th Jul
Update
I did what "ifixit" suggested and went over at the weekend and got my refund. There were different staff who didn't even hassle me with the size of my grass.
Thanks for the encouragement and suggestions everyone otherwise I would have got a £65 brick in my shed . (edited)
11th Jul
The obvious answer is to record a video on your phone when it cuts out showing that the power is on but that it won't start...
Author
11th Jul
The manager who came to the returns side wouldn't listen to reason.She said its working so we are not going to refund you.
She said we tested it and it works on our side so we cannot refund.
11th Jul
A few years back I returned one to B&Q. I telephoned head office first and explained it had stopped working just before the year's guarantee had expired. They told me to return to it, I did go to the one I had purchased from, no questions were asked when I explained I had spoken to someone about it, showed my receipt as we had put it with the instruction book and got a full refund on my card.

Could you ring and get a name/reference and then possibly go to another branch?
Author
11th Jul
I will try that thanks
11th Jul
Try a different b&q. I once had an extractor fan fail within warranty. Took the fan unit back to my local store, and they wanted the ducting and the rest of the kit too! Tried a different store that afternoon and they swapped the broken unit for a replacement from a pack they opened for me. Sometimes you get staff who are a bit over officious.
12th Jul
Return it on a weekend when there is different staff. Happened to me at a B&Q store years ago. I just went over on the weekend to another store and got a refund instantly. Some staff are Jobsworth.
18th Jul
Result and thanks for coming back with an update. A refreshing change.
11th Jul
Have you tried changing the fuse? Not that you should have to but worth a shot.
Also have you tried a different socket, just to pin point if the issue lies with the mower itself or not
Author
11th Jul
Yes I tried different extension wires just to make sure it wasn't the extensions but it wasn't and the lawnmower fuse I fine as well.
11th Jul
How can he say it's working unless he took it away and plugged it in and used it for a period of time?
Author
11th Jul
Yes , the guy tried it in a wall socket for less than 10secs and it was not on grass ,just in the store floor.
11th Jul
Did you try any manners when attempting the return as people are more helpful if you are polite
You haven't given any detail as to how when and why it cuts out.
Author
11th Jul
Yes , I was polite and asked her how she was doing before telling her my problem.

It cuts out after about 4/5 mins while I am cutting the grass. I have no idea why it cuts out
11th Jul
How long is the grass you're attempting to cut? The only time mine cuts out (it's not really a cut out but it stops working) is when the grass is slightly longer than usual. Only really an issue when it's dry when at work and raining or damp when I'm at home.
Author
11th Jul
Grass is not long and I was cutting when it was dry.
Author
11th Jul
What do they mean by this if they are refusing to refund

Returns & Refunds
If you change your mind, you can return your B&Q purchase to us, in its original condition, within 90 days - just bring your receipt, order confirmation or sales invoice with you. Find out more about our returns and refunds policy below.

(edited)
11th Jul
I could be wrong but cutting the grass doesnt sound like it is still "in its original condition" to me.