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

“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 .”

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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 !”

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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 !”

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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.”

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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”

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Posted 5 years ago

“Ordered on line had email to say when it was being delivered, waited all day still nothing , spent over a hour on phone trying to find out what’s happened only to be disconnected twice , and still trying to get through, your customer service is disgraceful, and definitely would not recommend to anyone .”

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Posted 5 years ago

“I bought dishwasher two months ago and still have not received and At the end thay are telling me thay don’t have it in stock it’s happened twice”

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Posted 5 years ago

“This company does not give a damn about customers. It will ignore complaints, lie about deliveries, not investigate issues, deliver order 3 weeks late, deliver items incorrectly. And have the audacity to offer me £25 in goodwill for the inconvenience. I cannot believe they are not doing anything about this. Not surprised rating is so low. Ceo don't care either. Ring me on 07521108258 if you need more info.”

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Posted 5 years ago

“I ordered six bags of compost and six of the horse manure a week ago. Only the manure was delivered, despite the fact all the money was quickly taken from my card. I have called customer services twice they say despite the fact I had ordered online, that they have to speak to the store (Yeading), but every time they try, the store put the phone down to them. They said I could ring the store mysel, but as clearly the store do not respect calls from other employees they are hardly going to give a damn about the customers. Customer services do not have the authority to cancel an order and refund the card - bazaar. I will certainly never order online for them again, it's too risky. I would now have to get a refund for my credit card provider. What a disgrace”

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Posted 5 years ago

“Today I have attempted at least 6 times to buy some products from them via their website. After navigating my way to the appropriate section I found what I was looking for and added each item to my basket before heading to the checkout portion of the site. This is where I started to have issues. After completing the details section and proceeding to try to pay for the items, I was unceremoniously notified that there was a problem with the transaction. A couple of further attempts resulted in the same result and a lost basket that couldnt be viewed meaning id have to start all over again. I phoned my bank and they checked the error code that was displayed, I answered the security questions, all checks out, card is good, funds to support the purchase in the account. Re filled all the forms, submitted the order, boom. Same issue. Tried again, same result. Then attempted again on a different computer, different card same effect, they dont want my custom. :D Phoned their head orifice, no help at all, couldnt do the order over the phone, told me to contact a local branch. Phoned their wednesbury branch, told them of the issues, they cant do it cos of covid. Didnt know you could catch it over the phone....... So Im now stuck. Im not going to visit the place, theyve got some of the dumbest restrictions in place ever seen, I think theyre trying to out-stalag screwfix..., stand here, get back! dont go that way, go the other way, no not like that like this, wear your mask, take me roughly from behind..... I can say with total conviction, digging a ten foot long trench in sewage contaminated clay has been an absolute pleasure this morning, breaking 9 inch concrete was a joy, manhandling half a ton of waste was educational and utterly fulfilling, virtually sexual in comparison to trying to order some plastic pipes and fittings from B and Q-useless. Theyre never going to survive if they carry on like this. Total waste of my time so now ill have to go try to find a local company that will want to take my money. Tired of this nonsense I am.”

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Posted 5 years ago

“COVID DANGER...... COVID..... I am hunting to give you a honest but poor trip advisor review. You need to show a little leadership and bottle not just maximise sales by not challenging / reminding customers. VISTED store ( probably for the last time) Tues 8th Sept about 12 noon. sore was quiet with about a 2 person till que and I would guess 10 folk in store. Possibly more Q and Q staff than customers. WAS AMAZED to see several fit looking male customers with no masks. I had a word with staff who said they are not allowed to remind / challange. He sated only the police can do that. APPALING. I suggested a descrete tanoy message to remind customers. He said he cannot do it and IT DID NOT HAPPEN. I realise customers may have medical reasons / or forgot masks. But to not even put out a tonoy message shows cowardly lack of leadership.”

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Posted 5 years ago

“We went into the store in york. We were served by a young girl called Alice. Her Customer sales were terrible. She didnt even look at us or say hello. She scaned the items through, never told me how much it came to. I had to look at the till my self. The reciept came out of the printer and she just stood there, didnt even pick the reciept up for me or say good bye. Very very rude young girl. Hwho needs to get a personality”

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Posted 5 years ago

“Back in June I ordered a sail for my gazebo, expecting delivery the next day. I then received an email saying it will be delayed, which was fair enough. After a week or so I contacted their delivery company who said they couldn't fine package & to contact B&Q. Several contacts made with B&Q, them saying they will chase it up, then saying they will send another, then saying they couldn't and will have to wait for a refund or contact from delivery company. Not all, but most phone contact with B&Q, the staff were rude & unhelpful. Absolutely disgusted with the service & some of the staff I spoke to. AM YET TO RECEIVE ITEM OR REFUND and have had no correspondence from either B&Q or delivery company. Quite frankly, they don't deserve the one star I have given them.”

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Posted 5 years ago

“reluctantly checked the order and advised that the times given on text are not "scheduled" times, as it clearly states, but estimated times and it could arrive anytime today. Whether it arrives or not this simply isn't good enough, she didn't call anyone to establish if it was coming and seemed more interested in being rude and obnoxious opposed to friendly and helpful......where do they get there staff from ?? So the Saga continues with zero apologies from anyone and an item I paid fully for 4 weeks ago being in the B&Q system of shame. B&Q you really need to address this as it is letting your business down hugely. If I could give no stars I would in this instance. UPDATE - As anticipated delivery did not happen. No apologies and told to wait 72 hours to allow them time to look into things. This just goes from bad to worse - DO NOT order online from this company.”

Helpful Report

Posted 5 years ago

“Ordered hotpoint wine cooler and pull out integrated bin online.wine cooler took a month to arrive,bin didn’t arrive first delivery slot 2,weeks ago then rescheduled 2 weeks later waited In all day didn’t arrive rang up 3 times got put on hold then call ended.Eventually got through bin not arriving no idea when it’s arriving so now got half finished kitchen and been waiting for 4 weeks with no idea when it’s coming and nobody in to accept delivery now I’m back at work and kids back at school.disappointed understatement”

Helpful Report

Posted 5 years ago

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

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