Dear Mr Graham Bell, I felt it absolutely necessary to write into you. I'm a UK resident and have been all my life and as far as I can remember B&Q has been around for many years, built its reputation and position within the UK Building Industry. I have always shopped at B&Q for all my DIY requirements and never have I been disappointed until this time and what a disappoint it is! Last year my family & I decided to re-do our main bathroom and decided to work on the project with B&Q. Although it was lockdown, we still went into B&Q Acton to look at options and see what advice B&Q can give us. We started with a design specialist who went through the design back in November and then all finalised and the order was placed in Jan 2021 with fitting was organised for March 2021. Now the core of my complaint is as follows, I expected B&Q to advise me and guide me from design to selecting my entire bathroom suite to which they did. This has all been an absolute shambles, I trusted B&Q so much that I even went with a recommended bathroom fitter by B&Q Now I have spent nearly £6,000 for the purchase and fitting of the bathroom. Now put yourself in my shoes, after having spent as much money as that, you would expect to be happy and content, but that's not case! My family & I are so very upset and not happy at all with the job: - The design we had accepted on the basis of B&Q's advice and recommendation, on the computer it looked good and I would have thought in reality it would also look and and be usable but that's not the case at all. - The bathroom fitter recommended by B&Q we went with only on the basis on recommendation by B&Q. Once the work started we did start to notice that the fitter and his team did slack which we picked up on and all the constant chasing and nagging to get him to do the work on time and in a clean and professional manner, but that did not happen at all. His work was very un-professional and dirty. - The Bathroom is complete and its just been a few weeks, the showers not heating up, controls not working, toilet roll holder has fallen off, the there was a leak from the shower which came down into my kitchen, cracks in the fresh new grout, basin tap not fitted properly, toilet flush not working as it should and have to flush many times again and again. - The shower and bathroom design as you know was on the recommendations of B&Q, its just not right and the shower is just very small. I remember mentioning on a number of occasions that please design the bathroom based on good use of space and this has not been the case and we are not happy at all! - B&Q and the B&Q recommended installer has made an absolute mess of my bathroom, and my family & I have no choice but to re-do the entire bathroom again, as this newly done bathroom by B&Q will just not work for us. - it is only fair that my family and I are compensated for this absolute mess, we are looking to have the bathroom redone now but now need to save all over again, this is just not fair! - Mr Bell what are you going to do for your loyal customer ?