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

“DO NOT BUY A KITCHEN! (Or anything...) Wow, I think I could write a small novel on how bad B&Q have been from start to finish!! Where to start? - B&Q constantly sending out the wrong size van down a small road. 3 times running they have sent out a massive 18tn truck despite giving me their assurances every time it would be a small van - Due to oversized trucks we have had this kitchen delayed over and over, the whole thing has taken 3 weeks not 1, that's 3 weeks living at alternative accommodation - Deliveries disappearing- one order never arrived. They don't know why or where it is (still waiting to find out). If I hadn't contacted they would never had said anything...just never delivered the item?! Cue, another 3 week delay for missing part, amazing. - Measurements taken at the order stage were not followed so consequently we had loads of things that wouldn't actually fit - B&Q cancelled items randomly at the last minute- I got calls from them saying, 1 day before the delivery (and months after the order was actually placed) that suddenly they didn't have certain items?! - I contacted the customer service approximately 25 times and despite the best endeavours of their better staff, they literally can't do anything, can't help. I was told different things literally every call?! 3 calls running I was told my order was in 3 different locations! - It beggars belief, I wish I had read reviews and never ordered anything from B&Q. Will never make a big purchase their ever again”

Helpful Report

Posted 5 years ago

“New kitchen not fit for purpose, B&Q not interested after 5 year period. Would not purchase from this company again”

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Posted 5 years ago

“poor service, constant issues with delivery, damaged item the list is endless. AVOID”

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Posted 5 years ago

“Ordered 3 items online . Only 2 were delivered . Contacted customer services to advise the picking error . Then received a reply telling me to contact the store in Portsmouth . If I wanted to visit a store 60 miles away I wouldn’t have ordered online .”

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Posted 5 years ago

“So I went to shop at the B&Q at Garthdee, Aberdeen. It is on a site with several megastores. Parked the car at B&Q as I was planning to buy some heavy items there but started the shopping at a Booths nearby. On coming back some 30-45 minutes later I noticed I had received a parking ticket. As I ‘had left the site’ B&Q thought it good policy to charge me £70. I politely disagree. Whilst they can have their £70 today I will avoid this store like the plague in the future. That is no way to treat your customers.”

Helpful Report

Posted 5 years ago

“am writing to complain about the delivery and unacceptable customer service we are receiving from B&Q. Our kitchen was ordered through yourselves on the 17th August to be delivered on the 3rd October and then to have 5 cupboard doors arrive the following month. The kitchen was delivered on Saturday as stated but not the full items specified. However the delivery driver was acceptionally rude and made my wife and i carry the majority of the kitchen from the lorry to our house as they could not park directly outside, there was also some damage to the counter tops that we have had to rectify. the only communication we hasd from him was there was 1 item missing. however Side panels, drawer fronts and the sink and plumbing where all missing, this was kindly resolved by Mike personally delivering the sink unit from the cannock store. After multiple phone calls to the customer services and getting no answers we went through yourselves at store to find the order had actually been split into 3 delivery dates without any form of communication. Since saturday i have been trying as has yourself and Mike in store to find out what is happening with my kitchen, every day i have been informed to expect a phone call and i have had none. yesterday we spoke to inform me a manager would be ringing me, it is now gone 4pm on thursday and i am still none the wiser what is happening. I then was informed by yourself to ring customer services who in no other words 'fobbed' me off and did not wish to listen to my complaint. I have paid for a kitchen fitter to fit my kitchen to which i have had to cancel him after just shy of 2 days work as there isnt anything else to fit. currently my living room is fitted out as a makeshift kitchen and we are living upstairs. Due to both my wife and my line of work, taking days off is difficult and to be messed around waiting for a kitchen to which i am still unsure it will arrive in its entirety as i have not actually been told isnt an option. This has been a stressful and traumatic experience as the product and service we have purchased for a large amount of money has not arrived and and we still do not know what is going on. This is past being unacceptable. This needs to be resolved ASAP and we are in the process of seeking legal advice”

Helpful Report

Posted 5 years ago

“Awful. Was supposed to be delivered on one date and 3 cupboard doors a few weeks after (3 doors does not affect anything) On the day of delivery hardly anything turned up. Had a kitchen fitter who we still had to pay. They said it had been split into 3 deliveries so we still don't know when our kitchen will be delivered. We are currently without any kitchen. No one will answer the phone to let us know what is happening. DONT BUY YOUR KITCHEN FROM B & Q so far we have paid thousands for something we are yet to receive. On top of that the delivery driver made me carry out kitchen from the lorry to the house because he was annoyed he could not park in the street. I have been in pain since.. I am not built to carry work tops.”

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Posted 5 years ago

“A damaged parcels lead me to a negative review. The attached screenshots will show you the damaged parcel and my review, unpublished by B&Q. I think that say all about this company...”

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Posted 5 years ago

“I have trusted and been loyal to B&Q for years now but ---- I ordered some kitchen worktops 3/9/20 for delivery 25/9/20. I had various contacts from their warehouse/transport confirming delivery would be made between between 08:00 and 18:00 but I would receive a two hour time slot on the day. 25/9/20 arrived and no time slot or other comunication but I trusted them to deliver by 18:00 abd had kitchen fitters coming to fit everything on Saturday 26/9/20. 18:00 arrived and still no delivery or comunication. I called customer services and after a long call and much holding on they promised to call back. No call back on Friday so I called again on Saturday Same result a long wait and no call back as promised. I sent the kitchen fitters away but had to pay them some money for their wasted time. I called again on Saturday afternoon same result. and again on Sunday. All of these calls were to home based operators but I managed to obtein a direct email address for customer services so sent a long note asking for information and some contact to resolve my problems. No response yet after two days and further calls to home based staff asking them to have somebody call back with some details and resolutions. If anybody can offer advice on how to get action I would appreciate it. Absolute rubbish so far.”

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Posted 5 years ago

“Website absolutely useless”

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Posted 5 years ago

“So so rude, just walked out of spalding b&q, wanted to rent the vacuum cleaner, I gave my ID to the staff member when she asked for it, she said she can’t accept it and when I asked why (BECAUSE I DO NOT KNOW YOUR POLICY SO OBVIOUSLY IM GOING TO ASK WHATS WRONG WITH THAT ID) she said “you sure you wanna speak me to like that?”, unbelievable, no costumer service skill whatsoever, never going back there, rather spend my money with people that are actually helpful and not attack you because you ask “why?””

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Posted 5 years ago

“Spent over an hour with a bathroom fitter. She did not know the stock at all... no confidence in advice given”

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Posted 5 years ago

“It is chaotic at the tills”

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Posted 5 years ago

“Do yourselves a favour especially if you are a builder do not use them at all. A job I was doing i lost money on the job & had to payout another £70 to rectify B&Qs incompetence. I will never use them again.”

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Posted 5 years ago

“Staff at Portsmouth branch totally unhelpful and to be honest obviously not bothered one way or the other to help customers. Some serious staff training needed. Although you would think common courtesy would be a basic. Made to feel like you’re a nuisance for asking a simple question, which no one knows how to answer anyway. Very much ( computer says no ) attitude. Really need to up their game. Certainly has put me off ever visiting this store again .”

Helpful Report

Posted 5 years ago

“As useless a chocolate teapot : Over the last two days (19th & 20th Sept. 2020) I have had nothing but bad service at the B&Q Cardiff stores at Culverhouse Cross and Cardiff Gate respectively. As a non tradesman on my visit to both stores I asked for assistance in buying some electrical products. Each time I was told by staff members that they only stack shelves and have no knowledge of the products, which was a real great help (not ! ) to me. On the last trip I was told by a staff member that I could speak to someone who works in the electrical isle. Great I thought, only to find he stated the same statement ! And I had waited 10 minutes for him to come and give me useless information ! On the items I did take a chance on I made my way to the check out to find they apparently didn't have bar codes on so I couldn't purchase them ! I waited about 15 minutes at the checkout for a store member to find the replacement items with the bar codes on. He didn't return so now I was totally fed up and left the store with no purchases. What a waste of my time !”

Helpful Report

Posted 5 years ago

“As useless a chocolate teapot : Over the last two days (19th & 20th Sept. 2020) I have had nothing but bad service at the B&Q Cardiff stores at Culverhouse Cross and Cardiff Gate respectively. As a non tradesman on my visit to both stores I asked for assistance in buying some electrical products. Each time I was told by staff members that they only stack shelves and have no knowledge of the products, which was a real great help (not ! ) to me. On the last trip I was told by a staff member that I could speak to someone who works in the electrical isle. Great I thought, only to find he stated the same statement ! And I had waited 10 minutes for him to come and give me useless information ! On the items I did take a chance on I made my way to the check out to find they apparently didn't have bar codes on so I couldn't purchase them ! I waited about 15 minutes at the checkout for a store member to find the replacement items with the bar codes on. He didn't return so now I was totally fed up and left the store with no purchases. What a waste of my time !”

Helpful Report

Posted 5 years ago

“I am extremely appalled by how B&Q handled my delivery, they not only delayed it but would not take in charge of the issue they had created and the customer service is very poor. I had ordered a whole kitchen from their store and the delivery service had failed to bring all my items, and now I have to wait for even longer to get the missing product that I should have got long ago. This was not practical as my builder could not wait for that delivery date and they left, which leaves me in a tough situation as my kitchen has been left unusable for more than a month. Then had to recall my builder and was charged extra, which is not necessary, and showed no courtesy to compensate. Honestly, I wouldn't recommend B&Q to anybody as they are not organised or responsible for their actions.”

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Posted 5 years ago

“Disgusted with B&Q Bury. Hand sanitizer on entry, very good, but that is where their fight against COVID-19 ends. Not only was there a large number of customers not wearing face masks but a lot of staff on the shop floor had no face masks or face shields. B&Q have lost my custom.”

Helpful Report

Posted 5 years ago

“Items were shown as in stock on multiple occasions, after proceeding to checkout and paying for said items, informed three times that the items were not available. Unhelpful customer services representatives who informed me that I would have to speak to another company entirely (PJH) to sort out returns or exchanges. Absolutely unsatisfactory service. Shocking”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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