B&Q Reviews

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

2.2 Rating 2,597 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,597 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
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’s website has over 12,000 products that you can buy directly and over 25,000 products you can reserve to collect later. B&Q have a huge range of home and garden ,kitchens, bathrooms, bedrooms, paint, power tools, lighting and many more.

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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119

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I went to b&q in Halifax today, julia at the counter helped us with our kitchen tile order, sorted everything out and slotted us in to create kitchen, zaid was great showing us how our kitchen woild look, bighly recommend”

Helpful Report

Posted 7 years ago

“when I go online 80% what I want to get at Skegness is not stocked, what the point of your web site if you don't stock 80% of what you advertise? thank goodness we have MKM and screw fix around the corner of your b&q!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“We bought a shower enclosure back in June 2017. Had it professionally fitted etc. Showering in March 2018 the door shattered into millions of pieces, cutting my arm etc. Customer service didn't want to know, blamed us (!!) but asked for 72 working hours to look into it. When we finally chased them for their feedback they lied about emailing us, and asked for photos. Photos of what? shattered glass in a bucket with my blood and cuts on my arms which 72 working hours later, have begun to heal. We weren't allowed to speak to the customer services manager, just some pleb reading from a script. Awful. We only wanted a refund to buy a replacement as funnily enough,the one we had they no longer sell....hmmm. I will go out of my way to NEVER buy from them again, I'm disgusted.”

Helpful Report

Posted 7 years ago

“Went onto B&Q Reading Berks on Saturday 31st March, excellent service help and advice from Lorna regarding laminate flooring, will be returning on Wednesday 4th of April.”

Helpful Report

Posted 7 years ago

“My 80 years old mother lives with me and due to her reduced mobility I am needing to alter my bathroom to fit her needs. I purchased a new bathroom with shower enclosure to replace the bath in January 2018, and was delighted with the care and attention that I received from the Bathroom Adviser at B&Q. He convinced me to use the B&Q Homefit service to install the bathroom and assured me that their installation was first class. Following a survey of the bathroom I received notification that my bathroom would be fitted on 03/04/2018, and as agreed I removed the tiles on the bathroom walls. All seemed fine until suddenly on 23/03/18 I was contacted by B&Q Homefit to say that their fitters had walked out on them and they coulld now not fit the bathroom until JUly 2018. I contacted the B&Q store where I purchased the bathroom and installation service as I can not wait till then to have this bathroom fitted due to my mothers rapidly reducing mobility, and was told that it was not their problem and I would have to fight it out with the installation service. I have paid a deposit of £630 on this already and am due to start paying for this non existant bathroom in April 2018, and am not getting any cooperation from B&Q to stop the payments being taken by the Credit Company. I am appalled at the lack of customer service I have received and have been told that I should find my own installers. The whole reason I went with thir installers was so that B&Q were responsible for any problems that may arise with the bathroom products or installation. If I find my own installers then B&Q will only wash their hands of this, as they have already.”

Helpful Report

Posted 7 years ago

“Now Seven weeks into what was supposed to be a 2 week job for my daughter and her partner's kitchen fit and B&q still haven't managed to deliver all the correct items to finish it! Daughter is getting very upset. B&Q have delivered incorrect parts several times, failed to deliver at all several times, failed to respond to messages, customer service very hard to get a timely response. What on earth is wrong with their customer service/ delivery team interaction? Absolutely terrible service”

Helpful Report

Posted 7 years ago

“I found the item I wanted quickly and it was also at a good price”

Helpful Report

Posted 7 years ago

“WE recently purchased a kitchen from B& Q Llanelli store, our purchase was made easy by Paul who we have found extremely helpful, there were a few pieces missing , got in touch with Paul and it was sorted straight away, he just can’t help enough, we are so grateful to him for all his help,”

Helpful Report

Posted 7 years ago

“Had the product in stock, excellent price and great customer service. Very Happy”

Helpful Report

Posted 7 years ago

“disgusting service after taking my money everything went wrong diabolical”

Helpful Report

Posted 7 years ago

“I found the staff on the customer service desk quite nice when I visited this week . However I was there about two weeks ago and I found the staff on the floor very unhelpful . They didn't appear to be very happy in their job .”

Helpful Report

Posted 7 years ago

“Two separate visits (to the Durham branch), two separate conversations: Me: Do you have any raspberry canes, please? Assistant: [Pause] Ermm. No. We do have bamboo canes. _______ Me: Can you tell me where masking tape is please? Assistant: Masking tape? D'you mean duct tape? Me: No. Masking tape. Assistant: Gorilla tape? Me: No. Masking tape. You put it on glass to keep paint off it. Assistant: Dunno.I'll ask [contacts someone on two-way radio] _______ The staff in this branch are, basically, shop assistants who don't know anything about DIY, tools, paint or gardening. They have an unhelpful, casual attitude bordering, in some cases, on rudeness; they make you feel that you're being a pest if you ask a question (to which they're almost certain not to know the answer); there seems to be no proper staff supervision or performance management at all. A disgrace; shameful - don't go there if you can go somewhere else.”

Helpful Report

Posted 7 years ago

“Delivery of a kitchen work surface. Attempt 1: gave me the wrong time for delivery, but when they finally arrived would not drive up the lane as worried about getting through. Previously I have had a complete kitchen delivered by B and Q to this same address. Attempt 2: arrived with a smaller van, but only one man. The work surface is 3 metres long and 7 stone in weight. I assisted him to get up the 3 sets of stairs, to the detriment of my own health. The manageress at Wincanton (DX, who were sub-contracted under the name B and Q Deliveries) claimed they did not send less than 2 men out, and that it was the driver's fault (yes, that is what she said!). B and Q customer service did not respond to my first complaint, and when I called the second time told me it had been dealt with and that it was DX's policy not to deliver with two men, so that was it. Somewhat contradicting what Wincanton had told me. Not B and Q's fault, but the contractor's (yes, she said that!). So...B and Q are officially sending out 1 man to deliver 3 metre lengths of work surface...and clearly expecting the customer to lug it into their own property. The previous delivery I had of 2 doors was simply dropped at the doorway when I was not there. I am following this latest incident up, not least with Health and Safety, but it is clear that when B and Q say they deliver, they are not telling the whole truth as all deliveries seem to be via contractors and they seem content to blame shoddy and dangerous delivery practice on them. It is unfortunate how B and Q are steadily declining, but I am astonished to hear that they deliver 10 foot lengths of worksurface with one man as policy. Too bad for all the elderly ladies who will have to help carry the heavy and bulky items into their own property. A shambolic company nowadays. The customer complaints lady refused to refer me to anyone else to address my complaint initially, and they had not even bothered to respond in any form to my original complaint. Catch 22 : you complain, they write it on their computers and then ignore it. Totally unsatisfactory experience.”

Helpful Report

Posted 7 years ago

“My husband & I called into your store at Riverside Nottinghamshire today to look at designer radiators, without asking for help one of your store staff called Nigel approached us & asked if he could do anything to help us, we took him up on his offer and he helped us enormously with his advice & also pointed things out to us about the product that we had not thought of. He was extremely helpful & pleasant and I actually passed comment to him about this. Thank you Nigel. He is a credit to your Company. We shall be returning next week to purchase the product, hopefully Nigel will serve us.”

Helpful Report

Posted 7 years ago

“Off the shelf kitchen units and worktops. Available without order good quality great prices and they offer a really large discount to trade which is excellent. A man helpfully cut some of my products on a big cutting machine and was pleasant even though this is a free service.”

Helpful Report

Posted 7 years ago

“Ordered fencing, then I was given a contact number of delivery company by your online co to check on delivery dates. On doing so was told that, not only did they not do home delivery on this item, but had informed B&Q online several days earlier. having booked in a company to assemble the fencing, you can imagine how annoyed I was. If I could have given you no stars, I would. Consequently I will not be giving any further custom to your company.”

Helpful Report

Posted 7 years ago

“No protective packaging available when buying fragile items. Attitude of customer services was that they didn't care. Do not buy fragile items from b and q, they do not deserve your custom. Go to someone who does care”

Helpful Report

Posted 7 years ago

“On visiting the Fleatsbridge Poole B&Q today 17/03/18. To pick up a Log storage shed we’d seen previously on a visit. We could not find the pack in the Gardening section, so we went to see the two people on the Help and Advice desk to ask. The lady we asked didn’t seem interested or very helpful. And said the shed was only available online. Didn’t look it up, or offer to book one for us. Just said oh you can order it yourself. We thought strange and on looking in 5he garden section found about 20 stacked up. Poor show.”

Helpful Report

Posted 7 years ago

“I had builders in to carry out a number of home improvements including a new ceiling and downlights. They asked me to pick the items up and they would install them. I picked a load of items up from B&Q and when they came to install the lights they contacted me to say the ones I had picked up were not very good but they would install them if that was what I wanted. On their advice I picked other lights up from B&Q and dropped them off for installation. When I returned the other unwanted and unused lights back into store I had the misfortune to be dealt with by a member of staff who was obvious in her disdain in wanting to deal with me. In brief she was rude, snappy and ignorant. I have never been dealt with like that by a staff member in my life before. The nicer I was the more contemptuous she became. Eventually I had enough and so for the first time ever I sought out and spoke to a manager. I advised that I wasn't making an official complaint but would never be back in the store again and no longer even wanted the refund I was due. I left him to make arrangements for the refund to the charity Shelter. As someone who suffers from a disability requiring medication and oxygen the experience was most unwelcome.”

Helpful Report

Posted 7 years ago

“After much research I decided to use B&Q for the purchase of new wood work surfaces for my kitchen. Once I had located the items I asked for help. I then stood waiting for 10 minutes after asking a further two times to see if someone was coming. I was going to spend a considerable sum, but will go elsewhere.....I will not use the Darlington store again!! On the way out I passed four members of staff chatting with each other! Business is obviously that good you can be selective!! Poor service, poor staff, a managerial review would probably be in order!!!”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,597 reviews