Welcome to The kbbreview Podcast, your host is Andy Davies and this is Episode Two of Season Eight and after last week’s awards extravaganza – which, incidentally, we highly recommend listening to if you haven’t heard it yet – we’re getting back to basics.
We’re looking at a simple question – if you’ve done a new kitchen or bathroom for a client, and somewhere down the line, one of the products fails in some way, who is going to take responsibility for sorting it out?
The supplier might simply send a new one out from the warehouse, who should pay to take the broken one out and fit the new one? Where does that supplier’s liability begin and end, and, ultimately, does it all fall back on the retailer who needs to put their reputation and customer service above all, even if it puts them out of pocket.
To unpick all the permutations, I’ll be joined by a couple of very experienced retailers – Michael Lloyd from Inspired Bathrooms & Kitchens on the Wirral and Elizabeth Pantling-Jones from Lima Kitchens in Milton Keynes.
And they have some proper nightmare stories of just this kind of thing happening to them.
Listen to it using the player below, or go straight to it on Apple Podcasts, Spotify or YouTube.
This one follows on nicely from our previous episode about the relationship between retailers and suppliers – you can listen to it here.