B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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

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

“ordered 12 rolls wallpaper from store which is now miles away after they closed our brilliant liitle store 0.5 miles away on Click and collect. collected wallpaper on arrival at home inspected it to find one roll bashed on one end and all rolls were differing batch numbers!!!!!!!!!!!!! even on their advice they say to get same batch numbers! called "helpline"? to be advised to return it miles(at my expense and valuable time with wear and tear to my vehicle) to store where the in-store staff would help (I doubt it I have experience of them already). B&Q were always expensive but now you can add useless to this too. My advice.....Don't spend hard earned cash at this company its not worth it. Oh and do Not use Click and Useless collect!”

Helpful Report

Posted 7 years ago

“My bathroom installation that should have taken just over a week took over 3 months to complete. The delivery date was not met and all the products were delivered in dribs and drabs over a 3 week period. My wife and I had to take additional time off work, our holiday was disrupted and we were both completely stressed out by the whole thing to the point of making us both very irate, confused and almost on the verge of being ill. They did not listen to complaints, promised call backs were never made, numerous telephone calls, text messages and emails were never responded to and on the odd occasion when contact was made they were rude and lied to cover themselves. The workmanship was shoddy at best, some items were damaged and the tiling and painting looks terrible. My family will never use B&Q again and I urge anyone who is thinking of using them to think again, don't get caught out like we did. Do NOT use B&Q. Its a pity I have to give them 1 star, there should be an option for no stars, or even negative stars. Once again do NOT use B&Q.”

Helpful Report

Posted 7 years ago

“Person in store ordered the wrong size clad on panels, the delivery arrived a day late, the person on customer services then ordered the wrong thing again, delivery was 2 days earlier than told and uplift of incorrect panels did not happen on designated day. Now sitting with EIGHT incorrect panels in my hallway, no idea when they'll be uplifted, hoping the correct ones ARE delivered on Monday as promised. Have wasted 2 days waiting in for Parcel Force (so much for the call or text an hour before to give a delivery slot, it hasn't happened so far) and wasted nearly 3 hours on the phone and still can't get my kitchen finished. To be fair,the original order of the bulk of my kitchen was from B&Q drivers and went smoothly, plus the units etc are easy to assemble and reasonable quality for the price. It is their customer service and deliveries/uplifts from Parcel Force that have let me down badly”

Helpful Report

Posted 7 years ago

“Bathroom installation was terrible. Contractor cut corners and I did not get what I paid for. Delivery of goods was stressful with goods not turning up on the day using multiple days off. Trouble with getting sub contractors to do job, only when it was going to cost b and q extra money for the delay because I was using their credit terms, did they make sure they installed ASAP six months after ordering.”

Helpful Report

Posted 7 years ago

“Unhelpful staff always make you feel like your causing them a problem, half the staff dont actually understand anything about diy or any of the products they sell. Probably some of the worst customer service i have ever seen, majority of staff are unapproachable! Bought a kitchen, they kept changing delivery date and when they did finally deliver it we witnessed them literally launching parts of our kitchen out of the van, they also wanted my partner to help remove items off the van which he is not insured to do (and its their bloody job!!) Also sold us a cupboard door which they dont actually make and didnt bother to tell us, the wrong hinges for corner doors so we cant get into them. Now we have half a kitchen which is missing four doors!!! I would HIGHLY recommend that you use any store other than b&q”

Helpful Report

Posted 7 years ago

“At B and Q today, at tills paying for my goods, catch sight of Lady in next till buying a panel of wood, and trying to lean it against something at end of till, {would not balance}so she could pay, could not believe till attendant {Kaine} just stood there watching and not helping. Just as I was about to help, a bloke ran over to help her. Must have been with her, was very surprised as from the size of him he do not say any thing to him or any of the other two staff dossing at the ends of the tills. Once again GREAT HELP FROM YOUR STAFF AT READING, CARE FOR OTHERS AT THE TOP OF YOUR LIST.”

Helpful Report

Posted 7 years ago

“Some of the products arrived badly packed and damaged. I waited in one whole day and they failed to pick up, and so waited in for the next slot they gave me, and waited in another whole day. They failed to pick up again. Several phone calls later, I am told I can only have my money back when the items are picked up, even though they have failed to pick them up! I will now be waiting in another day, when no doubt they will fail to pick up! A weird way to hang on to your money. Will make a note not to order from this store again.”

Helpful Report

Posted 7 years ago

“B&Q kitchen installation....ordered in January did not start getting installed until July. Due to lost/ missed parts which nobody seemed to know or care where they were took 56 weeks instead of two! They even lost a range cooker and when it eventually turned up without its LPG gas jets. Left hand doesnt know what right hand is doing. Self employed contracted installer charged me extra for items he shouldnt. B&Q manager refunded these but that should not have happened. B&Q manager agreed some small compensation but failed to pay all what was verbally agreed. When you write a letter to complain about the lack of full compensation you get a pretty dismissive letter back from complaints department referring you to a store claims process which does not exist apparently. All in all will never shop let alone deal with B&Q ever again as I feel badly let down and not a valued customer. Not to mention who they contract their installations to and their integrity......”

Helpful Report

Posted 7 years ago

“Vinyl floor tiles soon started to rise after days. I contacted B&Q customer services 4.1.18 providing photographs and details of laying etc. I was advised this would be investigated on 6th Jan @ 09.03 hours. Since I have been required to follow up for a response on 14th, 19th and 26th Jan. Receiving unhelpful please send us more information. It appears the original communication has been lost due to incompetent complaints management. can anyone advise how I get any response from B&Q. They are unhelpful on the phone and appear to be waiting a week before they communicate. No wonder they are closing stores.”

Helpful Report

Posted 7 years ago

“Ordered an expensive product on the 15th Jan for next day delivery for my husbands Birthday which was on the 20th, I waited in all day on the 16th and it never turned up. I then phoned up the company who told me that it had been delivered and signed for by my husband (who was actually at work at the time it was supposedly delivered at 7.50am!!) the man I spoke to said that the delivery company weren't allowed to deliver before 8am! and he would look into this for me, he then asked me to phone back after 48 hours. I phoned back after 48 hours and was then told that the investigation was still on going, and it now turned out to have been signed for by someone called Clayton! and I had to walk around my street to try and find it. This time I was asked to phone back on Sunday, the day after my Husbands Birthday, so I ended up going to my local store to buy the item so I at least had something to give him. It is now the 24th January and I still haven't got my order, or my refund, I phoned up diy.com again today and was put on hold for over 15 mins! only to be told that it wasn't signed for by Clayton (the person I spoke to the other day had made a mistake) and because the parcel company said that they have delivered my order, they couldn't do anything about it. I am now out of pocket by £150. PLEASE DO NOT BUY FROM DIY.COM, IT WOULD BE LESS STRESSFUL TO THROW YOUR MONEY DOWN THE DRAIN!! - CUSTOMER SERVICE IS APPALLING.”

Helpful Report

Posted 7 years ago

“I have been doing bathrooms for years, half year ago started working for B&Q. I can't imaging if there's any other company worse than they are. Ignored preinstallation survey recommendations, incomplete deliveries, payment problems, ignored calls and emails. I simply tired to use my time and van to get all products delivered to each customer. How do they survive??? How its possible to do business nowadays in such manner in the UK???”

Helpful Report

Posted 7 years ago

“I ORDERED A KITCHEN BACK IN JULY 2017. ITEMS WERE DELIVERED WRONG, ITEMS WERE DAMAGED AND MISSING. I SPENT NEARLY 3 MONTHS AND I DON'T KNOW HOW MANY TRIPS, PHONE CALLS AND VISITS TO B& Q TO TRY AND RECTIFY THIS. B & Q OFFERED ME £150 IN VOUCHERS AS A GOOD WILL GESTURE. HOWEVER THIS DID NOT EVEN COVER THE DIESEL COST AND HOURS I HAD SPENT OVER THE LAST 3 MONTHS TRYING TO SORT OUT THIS MESS. THE KITCHEN WAS BOUGHT ON A CLOSE FRIENDS TRADE ACCOUNT WHICH B & Q INFORMED ME MEANT I WAS NOT COVERED FOR ANY ISSUES I HAVE HAD WITH THE KITCHEN AND THAT THEY WOULD DO NO MORE, AT THIS POINT MY KITCHEN IS STILL NOT FINISHED AND I STILL HAVE SOME VERY BAD DESIGN FAULTS . THEY THEN WENT ON TO TELL ME THAT THE FURNITURE OMBUDSMAN WOULD NOT BE ABLE TO DEAL WITH THIS AS IT WAS BOUGHT ON A TRADE CARD,AND THAT I HAD 14 DAYS TO MAKE A DECISION WEATHER TO EXCEPT THERE OFFER. SO I CONTACTED THE FURNITURE OMBUDSMAN WHO SAID THAT THEY COULD HELP EVEN THOUGH IT WAS A TRADE ACCOUNT. I FILLED OUT ALL THE PAPERWORK AND SENT ALL RELATIVE ITEMS, AND HAVE NOW 4 WEEKS AFTER I SUBMITTED THIS BEEN INFORMED BY THE OMBUDSMAN THAT THEY WILL NOT HELP AS IT WAS A TRADE CARD. SO I HAVE PAID £6500 FOR A KITCHEN WHICH IS STILL NOT COMPLETED AND HAVE COME AWAY WITH NOTHING. HOW CAN THEY BE ALLOWED TO GET AWAY WITH THIS.”

Helpful Report

Posted 7 years ago

“Everything went wrong - from delivery times, to damaged products, to adding parts to my order which I knew nothing about and finally breaching data protection laws by giving out another customers details (to which when mentioned they did not take very serious at all!!!)”

Helpful Report

Posted 7 years ago

“Hi bought a kitchen before Christmas was told would not receive worktops and some panels to the 21 of December so Was ok with,started fitting kitchen for client still no worktops etc on the 16 jan don’t go to B&q wot ever you do,now I’ve lost job and reputation they’re useless,”

Helpful Report

Posted 7 years ago

“1- customer service very poor 2-B&Q staff attitude stink 3- delivery its a joke 4-you won’t see me again 5- the architect got wrong megerament .not line up at all .. 6- you will never see me again .”

Helpful Report

Posted 7 years ago

“Ordered tiles for 9th of January. It's now the 12th. Still no sign. I have had to initiate any communication. When you do ring they claim it's in their terms of sales that it may not be delivered that day. What's the point then? Took a day off for this nonsense. Had a tiler booked in too that I had to cancel. Horrible experience.”

Helpful Report

Posted 7 years ago

“B & Q advertise that all orders £50 and over will be free delivery. When I 'checked' my item out (a £50 mirror) an additional £10 delivery fee was charged. Upon calling them, I was told it's because it is a 'large' item! - FALSE ADVERTISING! No alternative offered i.e. 'click and collect' either on the item in question.”

Helpful Report

Posted 7 years ago

“The kitchen was designed by B and Q but I had £342 of items and materials that were surplus to requirements. They were duly picked up on BQ uplift scheme . The advice note said I would be credited with the £342 into my account within 7 days. Nothing was sent chased it up followed all the instructions what to do. Coustomer Service said I had to deal with the store after 3 e mails by the store to the “technical department “still no money. So 33days later still no money technical issues still have to be resolved . When I asked what they were and what I could do no answer, still no time given when I will get my money. To top it all the extractor fan does not work after being fitted, it does not take the cooking smells or air away. Followed all the right procedures, engineer came out confirmed it was fitted correctly and that it was not working. Told the store , they informed me that they would replace it but the kitchen fitter had to be VAT registered. The guy I got is not he is labour only but he has fitted for BQ under their kitchen fitted scheme. No unless VAT registered won’t pay for refit I have to go and find a VAT registered kitchen fitter. Don’t use BQ if you think any problems with your kitchen might go wrong they are hopeless.”

Helpful Report

Posted 7 years ago

“Many of the employees at the Durham store cannot answer simple questions about the company's products. This is especially true in the 'garden centre' section, where the staff seem to be largely clueless about gardening. The nails, screws and fixings are in complete disarray - nothing seems to be in the right place; and the prices are outrageous (nearly eight pounds for a small packet of self-tapping screws!). Chaotic, unhelpful, over-priced, poorly trained assistants ... what's to like? This store doesn't deserve to stay in business.I shall certainly go eksewhere in future.”

Helpful Report

Posted 7 years ago

“This company is currently in disarray suffering from new systems that are best not fit for purpose. The staff try to help but are unable to due to the cutbacks in the company. I have recently had a delivery that never turned up and no contact was received so wasted a whole day for nothing. Also, now been told that the delivery depot is closed for 2 weeks over Christmas which I find very hard to believe so currently unable to finish fitting kitchen due to missing parts. Decided to go elsewhere for appliances and AO have been fantastic throughout. Will never order anything from B&Q that requires a delivery again, will still use the store though as the staff are generally helpful and the range is good (although again they have had stocking issues for some of the basics the last few times I have been in....)”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews