B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,624 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,624 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About B&Q:

From DIY specialists to builders and beyond visit B&Q for all your home and garden supplies and advice on all the latest design trends. B&Q

Visit Website

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way
Doncaster
DN4 8DG

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118

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Exchanged a Christmas reward voucher for £350 B&Q gift card as they had the best power tools based on reviews, pricing and availabfor my specific needs. Went into a branch to confirm that gift cards can be used online before making the decision. Exitedly placed an order only to be told that gift cards cannot be redeemed with 'verified sellers' but there are other things you can buy. Over 80% of power tools unavailable with gift cards. DO NOT WASTE YOUR MONEY ON B&Q gift cards as they are deceiving with the exclusion hidden in the fine print T's & C's”

Helpful Report

Posted 3 years ago

“Quite literally the worst customer experience I have ever received. Clearly do not care whatsoever about the customer or in investing in actual technology that works- giving them inaccurate stock information. Honestly its an absolute shambles and if I worked here I would be ashamed”

Helpful Report

Posted 3 years ago

“Is B&Q capable of getting anything right!!! DIY kitchen - bits missing, surplus bits (paid for) costing lots extra in wasted time. Panels scratched. Taking for ever to get the correct bits delivered. Today they collected an end panel which was too small, and have sent (also today) another panel, identical, and too small. Do they actually train their staff? Do they have any quality control? It's now the 23rd December, I we are unable to complete the kitchen in time for Christmas. Thank you B&Q for completely ruining our Christmas, with your utter incompetence. You will be getting a large invoice for the extra time and inconvenience caused. And if you don't compensate - see you in court!”

Helpful Report

Posted 3 years ago

“I BOUGHT 2 TUB CHAIRS THROUGH THE B&Q WEBSITE. THE CHAIRRS WEE NEVER DELIVERED. B&Q HAVE STATED THEY CANNOT REFUND MY MONEY AS APPARENTLY THE SALE WAS NOT WITH THEM BUT WITH ONE OF THEIR 'VERIFIED SELLERS' B&Q HAVE PROVIDED NO SUPPORT WHATSOEVER. I WOULD NOT TRUST THIS COMPANY AGAIN. I FEEL COMPLETELY SCAMMED. WHEN I CONTACTED THE B&Q 'VERIFIED SELLER' AS ADVISED I GOT ABSOLUTELY NO RESPONSE. I WILL BE TAKING THIS UP WITH TRADING STANDARDS. MY ADVICE WOULD BE NOT TO BUY ANYTHING THRORUGH B&Q WEBSITE.”

Helpful Report

Posted 3 years ago

“We have been buying the large bag of kiln dried logs to burn in our fire as it's so cold outside and it supplements our heating over winter. Yesterday you charged £24 a bag and today they are charging £30.......thats just greedy on behalf of your company. I won't be going back again.”

Helpful Report

Posted 3 years ago

“Rubbish on line, no communication. Item has not turned up. keep getting mugged off with delivery dates that don't exist want my money back sick of waiting for my christmas tree will never use on line again.”

Helpful Report

Posted 3 years ago

“This company is an absolute joke. Kept getting spam emails about my tradepoint account with vouchers that the expiry was a year or longer ago - even getting emails to say ‘welcome to TradePoint’ like I’d just joined. So sick of it I contacted them via Twitter PM and got a response from B&Q, then a phone call saying they’ll get back to me by the end of the day because I was missing genuine offers and discount. Not the worst thing ever but they promised it’d be sorted. A month later and several messages via Twitter and no update. Further down the line sent another message a week after being promised I’d get an update in 48 hours I sent another message and 20 minutes later I get a phone call. Bearing in mind I’m currently ill and it’s painful to speak, when asked to confirm my name, address etc. I told the lady on the phone that I was unwell, cannot speak so to reply via Twitter as obviously the call was only because yet again I’d asked for an update I ended the call - making it very clear I was unwell. Messaged the same via Twitter only to get a reply that the call was to tell me there was no update and because I didn’t give the account details over the phone the case manager was closing the case. Closing the case because she was unable to tell me there was no update - which I was told via Twitter which is what I told her to do. Absolute Morons. Well goodbye Kingfisher companies - other companies can have my business if your Customer Service is this stupid, lazy and incompetent.”

Helpful Report

Posted 3 years ago

“Whatever you do, don’t ever buy off B&Q‘s website. Especially when you’re dealing with a third-party seller. Basically, they you have delivery issues and damaged products and when you speak to B&Q customer services, their answer is nothing to do with us so not a problem and end up then out of pocket. If I was you, I would be shopping at Homebase or anywhere else!”

Helpful Report

Posted 3 years ago

“I have been trying to contact the service for two days by phone and email regarding the loss of the B&Q account through no fault of my own and no response!!!!. Question? As in England, such a large DIY store wants to cooperate with Trade's clients. I do not recommend this company!!!!”

Helpful Report

Posted 3 years ago

“Bought bath from B&Q, on installing I noticed bath had hairline crack, these things happen, but, b&q customer service absolutely awful to deal with, took over 4 weeks & threats of contacting ombudsman before finally got a replacement. I recommend buying a bath from someone else”

Helpful Report

Posted 3 years ago

“Customer service is terrible and false advertisement of warranty for a faulty bath which they would not fix. Took over a week to respond to me”

Helpful Report

Posted 3 years ago

“Now you have gone self service, as you do not serve people how can you give good customer service , with 2 staff at the till and you make us do it ourselves. Will not be back . Saved money went somewhere else .”

Helpful Report

Posted 3 years ago

“WARNING I had been saving up my Natwest rewards for over a year to buy a toaster. I found the one I want - a Dualit lite - after much research on the most durable one available (I'm hoping it will last longer than I do). I checked suppliers in advance. I checked that the B&Q voucher is usable on online - I am disabled and in-store shopping is not an option - and you could pay the difference using a voucher. Simple, I thought ... exchange saved up rewards for a B&Q voucher at Natwest rewards & pay the difference on B&Q site ... but, no. It is only at the final stage that you realise that something may be adrift when this message flags after inputting the voucher code: 'This is not a valid voucher code. Please check your voucher and try again.' Well, I did and there was nothing wrong with the code. It was only on a phone call to B&Q that I actually found out that you cannot use the voucher online or in-store, as the toaster is supplied by a partner. Is this emblazoned on Google search results? No. Is this vital info under or above items for sale on first page of the company web site? No. Is this warning available when you click on a product. No. Is this messaged when you input the voucher numeric code? No. Is this somewhat relevant fact that you will not be able to use the e-voucher online for whole range of products printed in the T&C's at the bottom on the voucher itself? Unbelievably that is also a big, fat, NO. I have counted and logged the opportunities that B&Q had to impart this vital piece information and it is now running at 7 ... and still counting. You know what the greatest irony is? Well, while on hold for a call-handler, you get a pre-recorded jingo to buy a B&Q voucher this Christmas so that you can give your loved-ones 'the flexibility to buy' what they 'really want' ... giving a seasonal fictional flourish to finish things off. B&Q, how about giving this important consideration a mention everywhere before people waste their hard-earned money this Christmas? Here, I will do it for you: not all products are available for purchase on our site or in-store using our vouchers. This leads to the next leading question: just how many products are there on-site that you cannot buy with a voucher at B&Q? Please post your best guess. Date of experience: 01 November 2022”

Helpful Report

Posted 3 years ago

“I went to b&q sutton surrey to purchase 2 bags of smokless coal. got a trolley from outside the store and put my small foldable trolley into it as u normally would do attemptid to go in the store on the ground floor only to find the door was shut long before closing time no notification or anything to let customers know the reason why so i thought ile go to the upper level via the outside lift and see if that was open and it was and nowing that the smokless coal is on the ground floor level i thought i would simply use the in store lift to be able to go down and bring the smokless coal back to the upper level to purchase it but found the lift wasent working and neither was the escalaters so had no way to get to down stairs apart from walk down the non working escalater and carry up the 2 bags of coal witch would have been fare too heavy to carry up so gave up and on my way out the bilding i could not believe the stupid store security man stoped me and asked to see a recipt for my own folding trolly witch is clearly used with obvious signs of wear and the fact that i walked right passed the same man on my way in through the main entrance door with my trolley. i said to him that is my own trolley. witch i use to transport shopping since i dont have a vehicle and live 5 minits walk away from here i will think twice about shopping here again after being asked for a recipt for my own trolley totaly unbelievable plus no way of being able to purchase the smokless coal witch i went for in the 1st place very poor service i would give zero stars if i could”

Helpful Report

Posted 3 years ago

“3 weeks ago I went into Darnley b&q I asked the staff for help with 9 doors, I wanted them delivered they said they were short of the doors I wanted but he kept going on about I need a code or I can’t help his attitude was all wrong, I am female I was relying on help from the staff well one in peticular, so eventually I gave up and got my doors Fromm another company who were so helpfull I have spent thousands in the store over the last few years, my cclub card 6356669803420885 Mrs Larkin 3 Harelaw Ave Nielston. I went into the store today for coving and skirting and accessories for my doors, there was no one at the flooring part and I asked someone else he said they would be in later but if I got the codes for everything he would order them, I showed him the skirting but there was only one type of coving, he said to go on line I am 70 I was so fed up I left my trolly and the store yhank you Mrs Larkin”

Helpful Report

Posted 3 years ago

“I would give B&Q a minus ZERO, but not sure how. Stay clear of Malvern Worcester branch and their Kitchen/ bathroom "design" Dept. B&Q customer services and their ordering and delivery, "service" ..hopeless. 1. Had a Kitchen designed. On delivery, the dishwasher was the wrong size due to incorrect measurement. 2. Despite countless assurances , emails, from Malvern store, 18 phone calls, to customer services, it took weeks to get a delivery, once on the wrong day! ( I have an email and phone message, assuring me of the delivery day..!) 3. There were doors missing / wrong size doors, pelmit, cuboard handles missing. 4. The final price had not included some of the white goods we had to subsequently buy. 5. We had a bathroom also planned with all the same problems. The B&Q drivers were all good but exasperated at, "we have a system not fit for purpose, we regularly are delivering back to customers, sometimes for a SINGLE! cupboard handle..!" / "the ordering system does not "talk " to the delivery system" The courier drivers, had no care with any of the deliveries. B&Q are O.K for emergency last minute materials, use them at your risk, for any other use. They are cheap for a reason, with no idea of customer care. After months of following a compliant, I was offered a £250.. Voucher. From B&Q. Malvern store, after having to go back to the store, after Leaving work early five! times, laying off a kitchen fitter and tiler for one and half days, Malvern store, eventually increased, a cash offer to £200.. from.. £180. Needless to say we will never use them again, recommend them to other property investors, or anyone! we only tried them as a one off and boy do we regret it. It is embarrassing as we should have known better.”

Helpful Report

Posted 3 years ago

“DO NOT get B and Q to fit your bathroom ! After care service is dreadful been waiting 5 weeks for light to be fixed as not working. They keep promising an electrician will turn up but I’m still waiting. They leave holes everywhere they have drilled out, and the contractor said it’s not his job to fill them. Staff do not phone back I’d you leave a message for them .The complaints procedure is ridiculous, 6 different people e mailing with the same questions. B &Q cannot do it !”

Helpful Report

Posted 3 years ago

“I purchased 5 curtains from B&Q in Gravesend. One of them does not fit the window and I wanted to return it for refund/replacement. I was attended to by PRISCILLA, the manager at EDMONTON branch, who was very rude and incompetent in my opinion. Discretion demands that 1 out of 5 items should be replaced when the goods does not serve the purpose. She won't even let me talk, she sent me back to Gravesend, even refused to give me her name.”

Helpful Report

Posted 3 years ago

“The Greenwich branch is a disgrace in terms of customers service. Called for a bathroom design and was asked to come u without appointment. On getting there, I spent 2hours before one of the bathroom design specialist came forward to attend to me. But wait a minute that was my thought. Actually she came forward to let me know that they are all busy and can’t attend to me anymore. One of the staff asked I send her an email with my inspiration and I gave her all my measurements. Sent her an email and since then have sent a follow up email and have called the shop severally and they kept saying the a specialist will call me in a few hours. It’s been 2 days yet nothing. You would think they don’t care about the sale. I honestly regret opting for b and q. Next time I will do all to avoid them.”

Helpful Report

Posted 3 years ago

“AVOID AVOID AVOID...... SHOCKING EXPERINCE FROM START, STILL WAITING FOR REFUND FROM TRAFFORD Store, AVOID AT ALL COST!!!!!”

Helpful Report

Posted 3 years ago

B&Q is rated 2.2 based on 2,624 reviews