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Case 163 - DIY store refusing to cut timber on health and safety grounds

Issue

A customer purchased some timber beading at a DIY store. Realising it wouldn’t fit in their car, asked a member of staff to cut it to size but was refused on health and safety grounds. He then asked if he could borrow a saw to cut the beading himself and this was refused also, because the store would "be liable".

Panel decision

As a DIY store, the company should be fully aware of the risks and how to safely use the tools and equipment they sell. The panel’s view is that this is a case of poor customer service and bad communication as it should have been a simple and straightforward exercise for the store to cut the wood for the customer.

2013-04-22