Advice on adhesive fault/failure please

[AliGage]

I think Macten is offering some good advice here. You can't hold off on works whilst you wait for the DIY cetre to pull there proverbial fingers out. I'd right a strong letter with some carefully chosen terminology like "not fit for purpose" and "consumer rights" and see if that prompts some action. If you have an experienced, qualified tiler doing your works as well get him to write a "report" of the failure and attach an invoice for the cost, inconvinience etc.

Keep us updated though.

 

[zoeoutside]

Ali, yes, we are definitely doing as Macten suggested including the terms you said. New tiles on wall now. Manager of store is AWOL again, so no updates until we get hold of him, probably towards the end of next week.

 

[AliGage]

Go straight to head office instead and inform them in the same letter how "unobtainable" the store manager is.

 

[zoeoutside]

Ali, the stupid thing is that HO are VERY reluctant to talk to us, saying that we have to go back to the store. They have been told several times that manager unavailable but say that whoever is on duty that day has authority to deal with it, but guy in store says he does not. Also, store manager says he will have to kick it upstairs to regional manager. Email already sent to HO but no reply yet. When I asked HO for their official complaints procedure, they said to complain to store and if not satisfied with store response, then THE STORE has to escalate it!

They will have one last chance next week and after that it's CEO emails of both Wickes and Travis Perkins, copied to Trading Standards and everyone else I can think of, plus some carefully worded tweets along the lines of "It's got our name on it - unless it goes wrong, then we don't want to know"

 

[AliGage]

Send a letter, registered, tracked and signed for. Then they HAVE to action it.

 

[macten]

Here's the details for the chief exec at Wickes:

Geoffrey Cooper
TRAVIS PERKINS PLC, LODGE WAY HOUSE
LODGE WAY, HARLESTONE ROAD
NORTHAMPTON
NORTHAMPTONSHIRE
NN5 7UG

[email protected]

I did the same with B&Q with really good results. HO won't want to talk to you - they certainly don't want to bother the
boss with it. Send it direct (recorded as Allister suggests) then he will personally have to do something about it.

 

[Dan]

Just bumping some of the older popular (sometimes not so popular) threads. Probably wont be current discussion these days but I just need to do it. So just ignore the thread if it's not current for you.