B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 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

“I recently had a kitchen fitted, firstly they changed the delivery date which in itself was not a problem, just inconvenient, as they got rid of the original surveyor, so my fitting was delayed. The new surveyor was more interested in getting me to pay him for stuff on the side rather than it all being on the contract price. From there on in, everything went wrong, I spent more time dealing with the problems and running back to store to get this and that etc., how many weekends I spend just having to stay at home for another delivery is incalcualbe. Then the fitters put my hob on wonky and the cooker hood was also wonky and the tiles well, the tiles were fitted two up all the way round, except above the hob, which he put 6 up and then a gap at the top, it all looked ridiculous, the trim was sticking out on the tiles as they were not the same height. When I complained I was told that he was an excellent fitter and they had no other complaints. The fitter said it was because my wall was wonky, and if I had let him do the additional work that would not have happened. I eventually told B & Q that it was not good enough and they offered me some money back, as they said the project was closed, I refused and they sent another fitter who fixed the incomplete work. However the larder door, which there was no frame work for is now coming off, the skirting board fittings are broken and several other little things. Although they say that there is a 10 year guarantee, you cannot ring thourgh and get someone to fix it, you have to complete a form and supply picutres etc, which you need pdf editing to do is difficult. I would suggest you do not go to B & Q unless you are desparate, considering the amount of money they charge. I think the staff at B & Q are very helpful and they did attempt to sort out all the problems, however they system with outside contractors appears to be faulty, as they do no checks on them whatsoever as far as I can see.”

Helpful Report

Posted 6 years ago

“We travelled to three different stores to find some scotia trim. Before we reached the next store we rang each store in advance to check if stock was available as online it said it was and then we get to the store and nothing was there even when a member of staff confirmed there was so a wasted hour n a half of our time looking for stock staying it was available in store when it wernt. You need to re check your stock and update your website”

Helpful Report

Posted 6 years ago

“Bathroom - the dreaded Homefit! Project Management is practically non existent. Its difficult to get anyone to respond, call back, reply to emails. Installers didn't always turn up when they said they would. It took forever to agree a start date and then they didn't even start on the planned day! Installers would say one thing to me and another to B&Q and vice versa. Items were missing from the delivery and had to be chased up. The toilet was faulty and had to be replaced. The second toilet is also faulty but workable. They were so useless at acknowledging this and then getting a replacement part that I ended up telling them to forget it, as I can probably fix it myself, and I don't really want anything more to do with them. The only good thing about the experience was the design and sales part which filled me with a false sense of hope. The whole of the rest of the experience was rubbish! Never again!”

Helpful Report

Posted 6 years ago

“Kitchen - READ REVIEWS! Take notice of what people have said!!! Cheap but you get what you pay for, in products and in service. It was the worst customer service experience of my life! From being lied to, hung up on, having to cry down the phone for them to sort their many mistakes it was the most frustrating and apauling customer service I have ever encountered. You will spend hours and hours in the phone trying to sort stuff out, if not in store. This was just over a year ago now, and I’m STILL having problems with it, I’ve had the fitter out to fix some stuff, to be fair not for a few months now! but I think I’m getting PTSD because I’m scared to have to get him out yet again! he was lovely, but I just wanted them out my house by the end of it. They knew it was a joke too, it was all down to B&Q and the dredded ‘home fit’ So we had to compromise and had to accept changes to the kitchen we had designed just because B&Q or ‘home fit’ couldn’t get their act together. No matter how much you ask for help or spend on phone nothing gets sorted in the way’s of refund or compensation for (at least) 7 deliveries they got wrong, and the months over due it was. Do not book time off work to stay in, because somtimes they just don’t show up. I just hope someone reads this and DOES NOT get kitchen fitted with B&Q it, I haven’t actually written more stuff that I could complain about but just makes me angry! Perhaps go and tidy the kitchen to calm down... oh wait, I can’t use the dishwasher it’s broken... again. DO NOT USE B&Q for kitchens!!!”

Helpful Report

Posted 6 years ago

“My partner shopped in Balby store and trade point discriminated against her. He was asking for trade point accounts and ignored her she presume because woman. He asked men as they entered store. She in fact manages buying account for items. Odd not extending trade account to women.”

Helpful Report

Posted 6 years ago

“Went to buy screwdriver rachett type to be told illegal to sell them now. Said removed from store 10 years ago. May just be balby store as available from lots of other merchants across area. Tried to contact head office to be told stores know best information.”

Helpful Report

Posted 6 years ago

“Fabienne Close-Coupled Toilet - this toilet is ridiculously designed and to put it bluntly, I will be spending the next few years of my life cleaning excrement from the bowl. It does not allow anyone of any size to have a 'clean drop' into the pan & I will be spending a fortune on toilet brushes! A refund would be the least B&Q can do and also pay for a plumber to install a toilet that is functional. No wonder it is on sale. This has completely ruined my new bathroom refurb. A reply would be helpful from a member of the team please”

Helpful Report

Posted 6 years ago

“I have spent over £2,000 at B&Q refurbishing my bathroom and the 'pièce de résistance' should have been the Manrose QF100T extractor fan. However, after l had installed the extractor fan and set the overun timer for 30 minutes, my wife had a shower and subsequently myself, in order test the new extractor fan. Having said this, the bathroom was full of steam and condensation running down the freshly painted upper part of the walls onto the newly tiled portion below. Even after 30 minutes, my bathroom was still full of dripping confederation running down the walls. I had to open the bathroom window to vent the steam out. This product is totally a waste of money and not fit for purpose. I have uninstalled it and shall be taking it back to B&Q for a refund.”

Helpful Report

Posted 6 years ago

“The Charlton / Greenwich store is woefully understaffed, and the employees that do show up don't seem to want to DO anything. Today there was a queue of 14 people waiting to pay for goods, and they had ONE cashier on duty (who thought it would be good for customer relations if she had a nice, long chat with everyone about the weather, and if they'd enjoyed Christmas, etc. etc.)! The 'self-checkout' area was closed off, and so many staff walked past the ever-growing queue that we thought we were being set up for a "comedy" TV show. Ludicrous. We went to Wickes (nearby), and spent our £300 there. Great customer service, and both tills were operational, meaning no waiting time. AVOID!!!!”

Helpful Report

Posted 6 years ago

“Don't ever buy a kitchen from b&q. I am a local builder,They are the worst,cheaply made units I have ever fitted. Use when kitchens or magnets”

Helpful Report

Posted 6 years ago

“B&Q strike again! Ordered a cupboard to finish off our kitchen before Christmas, it was due to be delivered on Christmas Eve, we waited in all day, but no cupboard. Couldn't finish the kitchen off, maybe it's time you got you're act together B&Q Meir Park, Stoke on Trent, this will be the 8th time we have to visit this store, it's a shame you couldn't take a leaf out of the festival Park B&Q, the staff are brilliant there!”

Helpful Report

Posted 6 years ago

“This is the worst xmas tree we have ever bought from you. we always get our real tree from you but not anymore. Low drop. def not. needles been falling of in big amounts. Branches are saggy and decorstions keep falling off. Cost a lot of money so totally gutted”

Helpful Report

Posted 6 years ago

“On Wednesday, 19th Dec 2018. Went to buy half a dozen sheets of MDF at the Sutton Store, which I needed cutting. Arrived at 1115, only to find that there was no one to operate the cutting machine and would not be anyone till 1215. Does B&Q only employ one person per store to operate services such as this? Eventually, made a second journey to the store in the afternoon, wasting time and petrol. Sutton is a good 20 - 30mins away from where I live, so an hour wasted plus time in the store. Shambles.”

Helpful Report

Posted 6 years ago

“I went to buy some raspberry canes from thje B$Q garden centre. Having selected a healthy pot I took it to the checkout; but it didn't have a price tag or barcode on it, so the girl had to go off and find someone in the garden centre who could price it for her. She came back after a few minutes - having, however, now swapped the pot of canes I was trying to buy for one that was obviously dead. I don't know whether I was more annoyed by the attempt to swindle me or the assumption that I wouldn't know the difference. The 'garden centre' is a joke, because no one who works there knows anything about gardening (or seems to want to). The store as a whole is ill organised and staffed by people who are rude, casual and unhelpful. I would recommend to anyone that they avoid B&Q. It has every appearance, to my mind, of a business on its last legs - and deservedly so.”

Helpful Report

Posted 6 years ago

“After checking on-line the required item (Bosch Workshop Radio) was in stock I visited the store to buy, and had hoped to use sixty plus discount card. Could not find item in store asked five different staff members (one told me to go to PC World or Curry's) who were of no help, eventual went to trade counter, computer was checked was told it had never been in stock in store. Also told no UK store had in stock. Left in disgust and on returning home checked on-line were I could order pay and collect. Phoned customer service who agreed that should not be possible, never had this circumstance before. One last try phoned Stevenage store as was a gift for family near there, and was assured they had 7 in stock. I then ordered from Tooled-Up, never will use B&Q again wasted whole day.”

Helpful Report

Posted 7 years ago

“Do not buy a kitchen from B&Q, poor customer service, constantly fobbed off with bull.... Some items ordered came in wrong colours, mixed colours or not even come at all, had to go to the store in Meir Park (Stoke on trent) where I tried to complian n was told I needed to phone their help line for complaints, nothing t do with the store, although everything says B&Q on it! Had to keep returning things to the store to get them re-ordered n then find they've missed items off again! This is just a bit of what's gone on, not even an apology, I am do annoyed, this saga has been going on for over 4 weeks n you only have 46 days to fit the kitchen! Never again will I buy from B&Q”

Helpful Report

Posted 6 years ago

“ordered some laminate flooring last night Tuesday from b&q online whilst ordering it said delivery on Sunday once my card details were put in delivery confirmation changed to 15 days time. Went to the store today they said they couldn't cancel it have to phone. phoned they said I have to wait for delivery- refuse delivery then call the day after to start process of refund. guy on the phone was so rude asked to speak to someone above him said he will get someone to call I said when he said probably after delivery have been on the for 45 minutes whilst they tell me they cannot cancel the order or start a refund until after delivery absolutely disgusted with the”

Helpful Report

Posted 7 years ago

“Bought two high gloss double wardrobes and a 4 drawer chest, the bottom drawer of the chest is warped and will not shut. In order to put the doors onto the wardrobes, my brother could not do it himself, as the weight of the doors and the fiddly hinges were a nightmare, he had to call in a friend to give him a hand, his friend who just assembled wardrobes from Ikea said he has never seen anything so complicated re the B and Q wardrobes. I will never buy anything from them again. Ikea here I come.”

Helpful Report

Posted 7 years ago

“Terrible attitude from driver to customer. Will cease to do any business with them as from today. Will take my custom elsewhere..”

Helpful Report

Posted 7 years ago

“It’s not even worth 1 star, refused to refund or replace damaged worktops we bought in a local store, I will be taking this matter further !!!”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,618 reviews