I purchased a front door canopy, which was delivered promptly. However, when I opened the package on the first suitable day to fit it, I discovered that 8 screws were missing.

I contacted the B&Q helpline expecting support, but my call was routed to a centre overseas. After explaining the problem, I was told that my order had been fulfilled by a marketplace seller and that B&Q could not help me directly. I was then transferred and left on hold for more than 50 minutes listening to repetitive music, with no resolution.

I have since been informed that the only way to contact the seller (“I Want Wallpaper”) is by email, and that I must wait up to 24 hours for a reply. Realistically, this means I may not receive the missing screws for up to 14 days. For a simple issue such as missing parts, this is unacceptable.

In my opinion, because I placed the order via the B&Q app, B&Q is my service provider and should take responsibility for resolving the problem. Being passed off to a third-party seller undermines the trust I have in the B&Q brand. Had I known that my order would be managed in this way, I would have purchased elsewhere.