Raw Deal: ‘So, ‘general commercial use’ means this can’t be used in a pub?’

TO start this week, a quick quiz: what does the word “commercial” mean?

Would you, for instance, say it meant a business, a shop – or a pub?

Alan Bradie, of Alloa, runs a few pubs.

In January 2016 he purchased laminate flooring for one of his establishments.

He bought the flooring, from B&Q’s store in Stirling – partly because he liked the look of it, but also because it had a “general commercial usage” rating on the packaging.

There would be no point in laying flooring in a pub that wouldn’t last.

Looking for the best possible finish, Alan employed a joiner do the job. And it was, indeed, a bonny floor.

However, after just a year, the floor was badly worn.

Alan went back to the store, pointed out that the label said “general commercial use” and made a claim on the product’s warranty.

After several emails and further visits, he was told that nothing could be done, as he had used the flooring in commercial premises.

Well of course he had. That’s what the label indicates he should be able to expect from it.

But B&Q didn’t seem to be coming up with a solution of any type, and went a bit quiet after that.

So Alan left a “bit of a rant” on their Facebook page. This got him a reply within minutes.

He sent all the info that he’d previously supplied.

After a further week, however, a reply came through saying his complaint was to be handled by the store that sold him the product in the first place.

He was back where he started – and still with a badly worn floor.

Further emails, asking if his complaint was progressing, didn’t elicit any response at all.

Alan turned to Raw Deal, telling us he still had all his correspondence with B&Q, his receipts and the information on the packaging with the “moderate commercial use” advice.

We asked B&Q what was going on.

They took a while to get back to us, but eventually a spokesperson wrote to say: “This product is not intended for use in commercial environments such as public houses and the “moderate” rating on the packaging reflects this.

“As the flooring purchased by Mr Bradie was not used in its intended environment, in line with EU commercial legislation, B&Q cannot be held responsible for the damage endured.”

Alan isn’t going to be recompensed for his worn-out pub floor.

There may be arguments over what, exactly, counts as “general commercial” use. However, Alan feels that his professionally-laid flooring, selected on the strength of its durability rating listed on the packaging, should have lasted for more than 12 months before showing obvious signs of wear and tear.

Do you have a problem?

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Briefly outline the problem and how you would like it resolved. Include contact details of the other party and any customer ref/order numbers.

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