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BUBBLING OVER IN THE KITCHEN

TILE TROUBLE: David and Hazel now have new kitchen flooring

Monday January 11,2010

By Maisha Frost

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A COUPLE felt they were walking on air after they had a new kitchen fitted.

But David and Hazel Widdecombe’s reaction had nothing to do with joy, but strange bubbles welling up in the floor tiles.

“The ballooning effect is so bad that the table and chairs rattle and roll if we walk across the room,” they explained. The Widdecombes, both retired and from Plymouth, Devon, paid their local B&Q store almost £5,000 for the kitchen and installation package which was backed with a warranty of a year’s guarantee for the parts and two for the labour.

The problems surfaced in July last year, ten months after the floor was laid. But after repeated attempts to get a repair done under the terms of their contract, Hazel and David were still waiting in November for action.

“All we want is a kitchen that we can use normally and not have to tip toe across. We’ve been into the store, sent recorded delivery letters - we’ve made contact 14 times, but nothing makes them budge,” protested Hazel. “We thought having a warranty would have meant better service.”

Crusader put her complaints to the store chain and within a fortnight the fault was diagnosed and the flooring successfully replaced. “Apparently the laminate tiling we have expands so a gap needs to be left by the skirting board or ripples develop,” said Hazel. “The second workman who came explained it all and was excellent.” “The issue has now been successfully resolved,” confirmed a B&Q spokeswoman.

But although the Widdecombes pinned their expectations on their kitchen’s warranty, they had more rights on their side too - a point other families undertaking major home improvements should also note, says Which? consumer lawyer Peter McCarthy.

“Warranties can certainly save arguments. But customers without those still have legal rights under the supply of goods and services legislation. They can expect the finished products to be fit for purpose and skill and care to be used with the materials.”

Sellers must be given the chance to put matters right, but not delay to the moment where it causes significant inconvenience to the customer. Nor can they escape responsibility by blaming sub-contractors or suppliers for delays. “Traders must be able to show they had justifiable confidence in their supply chain,” adds McCarthy.

Frustrations over hold-ups can also sometimes spill over into customers threatening sellers with legal action. But this could prove a move, especially if made early on, risks inflaming matters as each side digs its heels in. “Appeal to the trader first to understand the position from your side, stress your reasonableness,” McCarthy advises. “But also keep a written record of every communication. All these measures will also help your case if court is your only resort.”

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