B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

2.2 Rating 2,665 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,665 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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

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

“Dreadful returns policy! My house flooded and, whilst I worked with the emergency plumber, my partner went to B&Q for switchplates to replace those that got soaked. He paid and I later refunded the money to him. One of his purchases was unused so, about 2 weeks later, I returned the unopened and undamaged pack in person to the same store, asking for a cash refund of the £5.50. I was told that it was policy that they would only refund the price onto the same card that was used for the purchase. I explained the situation but they would not budge, saying that the General Data Protection Regulations meant that they could only make the refund onto the card originally used. What rubbish! I asked to speak to the manager but was told the same thing. I was, reluctantly, forced to accept a credit note. I think this breaks the law! I am going to raise it with Trading Standards. And I shall be avoiding B&Q whenever at all possible in future. How to ruin a perfectly good business!”

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Posted 6 years ago

“Michaela on the checkout at B&Q in Ashford was just so lovely when I bought some plants today, she was an absolute delight to be served by, caring, polite and friendly, such lovely customer service, she really made my day.”

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Posted 6 years ago

“I ordered a new saw on Saturday and received an email saying they'd deliver on Monday (this company promises next day delivery). Monday came and went and no saw. So I rechecked the email and noticed it said Monday the week after! So basically I'm going to have to wait a full week for something they promised would be here next day (which I needed for a job). I called customer services and after waiting ages, the woman I talked to (while polite) was completed useless and couldn't change my order to be delivered sooner. Over all I'm extremely irritated, nothing should take over a week to be delivered from a UK company in this day and age, especially when they promise next day! Oh and they refused to cancel the order. I certainly won't be ordering from them again.”

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Posted 6 years ago

“Well where do I start had kitchen fitted by b and q in Wallsend last feb 2018 and out of 21 doors 19 have been exchanged, also new fan/ carcasses/ plinth the list goes on and on. B and q will not accept responsibility but want to blame damp and other factors. We have had our kitchen checked for damp and nothing and we just want them to change all our doors to a different design but they won’t do that. We have had doors changed from April 2018 and at the end of our our tether now. We recently found out that they do not install kitchens now I wonder why???”

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Posted 6 years ago

“Esther, at your Canterbury store, went out of her way to help me with paving slabs today. She even loaded them into the car for me! Thank you, Esther.”

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Posted 6 years ago

“I would strongly advise ANYONE who is thinking of putting themselves at the mercy of B and Q's "Home Delivery Service" ,to seriously consider whether or not they would want to put themselves under the terrible pressure which we are currently experiencing. What should have been a straightforward experience of buying and having delivered, a new kitchen from them, has turned into a nightmare for us. It's taken countless phone calls to get our order delivered. At the moment it still isn't complete,as we are now waiting on 2 worktops, to complete this order. Diabolical doesn't even cover it. "Home Delivery Service" ?....more like "Home Misery Service" !! Avoid at all Costs!!!”

Helpful Report

Posted 6 years ago

“Took a day off work to wait for a delivery that was supposed to be between 8.30 and 10.30. No delivery. Items not arrived at the depot ..... no idea as to when they will arrive now, or if I'll have to take another day off work ! Item I'm waiting for is flooring. Now I may need to cancel furniture delivery as floor may not be down in time. Really shoddy practice. I wouldn't mind, but the flooring is only available online so I couldn't have picked it up myself, even if I wanted to. Very disappointing way to run such a huge business.”

Helpful Report

Posted 6 years ago

“Took about 6 hours of phone calls to B&Q to get an item transferred from one branch to another. First I called my local branch then was advised to call headquarters. The chap I spoke to first on the HQ number said there was no such thing & fobbed me off telling me to phone Screwfix - after an hour of prevaricating. I did this pointless call & then phoned B&Q back. The second chap immediately said I needed an 'Iinterbranch transfer' & then it took 2 further long calls to the branches to get it sorted. Calls took a long time as 'managers' had to be located etc.& I was told to call the wrong branch first to arrange the transfer.”

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Posted 6 years ago

“Went to paisley store on saturday had fantastic help and advice from Sylvia she’s a wee star jimmy will be back”

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Posted 6 years ago

“Followed around like a common criminal, I could actually see them following me and I could hear them talking about me on the radios. Disgusting”

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Posted 6 years ago

“Rude arrogant,very ignorant and derogatory staff! Asked whether they sold a certain item and was told "see all these pictures dotted around? Well that's all we sell!" They are not trained to a good standard and usually say they don't know if asked evenue an easy question!! Pathetic and the stores have gone well down...”

Helpful Report

Posted 6 years ago

“I was looking for a very popular product which was out of stock and after dealing with 2 other members of staff I was presented with Leighton Evans (Morfa Store) who not only found the product in another store but ensured that it was available for collection the next day. He understood the importance of the task and went above and beyond the call of duty to ensure that I got what I wanted. I commend you Leighton and hope that others can provide such perfect customer service at some point in the future.”

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Posted 6 years ago

“Just been to B&Q at glasshoughton to complain about kitchen tap with a 5 year warranty only to be told not all of the tap is covered by warranty by a jumped up jobsworth. Keep away from kitchen taps at B&Q, no guarantees exist according to bully boy behind counter”

Helpful Report

Posted 6 years ago

“Utterly disgraceful treatment. I placed an order for wood on 11/9/19, to be delivered on 13/9/19. I was served by a gentleman called Kuly, I believe. I would happily give him 5 stars. He was professional and helpful. On the 12/9/19 I received a text to say that the delivery will be between 13:30-15:30 and to contact the purchasing store if there were any issues. I called the store and said that I could make it before 13:00 or after 14:15. A lady by the name of Karen, said she would leave a note the system for the driver. Today (13/9/19), I called the store at 15:00 and I was put through to timber. The phone rang for almost 7 minutes with no answer. I called again at 15:35 and I was told I missed delivery. The driver went round at 13:40 (note, not the appointed time) and took pictures of the shutters that were down, then left. I did receive a call at 13.09 and 13:34 from a mobile number, at a time I couldn't answer. The duty manager (Elisabeth) was of no help whatsoever. She made the whole thing into a my word against that of the driver thing. In addition, she said that the driver wouldn't receive the message left on the system, because it is an external company that does the deliveries. This renders useless, the message I received asking to call the purchasing store, if there were any issues. To add insult to injury, she offered for me to come and collect, the bulk delivery. I haven't got a means of transport to collect that amount of wood. Now because of this I have a four day delay, because the next delivery won't be till 17/9/19. This treatment is way short of basic customer service.”

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Posted 6 years ago

“After having a new porch in grey last month I needed some paint the same colour to paint my garage door. Went to B&Q Burton with a photo on my I-pad to get the colour matched, there a helpful young man called Luke told me he could not match my paint by photo and I needed the ral code from the company who supplied my porch. One week later I went to the Cannock branch as it’s closer with my code in hand, unfortunately the staff there seemed to have no idea what I was after and the code meant nothing to them. Ok only one thing for it I went back to Burton were another young man was behind the counter after explaining to him that I had the ral number and I needed a litre of paint, again he looked at me not understanding what I was on about. I was starting to lose hope when I spotted Luke who was the one who started my expedition a week earlier, we called Luke over who remembered me from my first visit. 2 minutes later Luke had explained to his colleague all about the ral numbers and the paint was mixed. Fantastic Now this seems like a double edged review on one hand a few of b&q staff could not help even though they were very pleasant. On the other hand a big thank you to Luke from Burton who was very helpful and knowledgable, maybe a bit more training would help the others.”

Helpful Report

Posted 6 years ago

“No staff on shop floor to answer simple questions about wall fittings. Girl at ‘customer service’ listened to my questions. Then told me “everything you just said went right over my head”. A credit to you B&Q! Only staff member that she thought could help wasn’t answering phone. I’d love to say I won’t be shopping here again but given that all of the independent retailers have gone out of business I’m hoping for an improved service next time.”

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Posted 6 years ago

“We would like to say how impressed we were with Hayden at the Torquay branch. He was extremely professional; friendly & patient. A credit to the Company.”

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Posted 6 years ago

“1) Asked for advice. Not enough staff. 2) brought product then told by check out i needed to take it back get another one cos till couldnt read it (5min walk back to builders bit) 3) needed to ask question about buyin more......no answer on phone Shocking customer service will be using others from now on”

Helpful Report

Posted 6 years ago

“Purchased Dulux gloss just over a year ago. 3 tins, over £100. They were like water. B&q said over a year ago, nothing we can do. Dulux have taken reference number from one tin, they said paint has a limited shelf life. It was made 5 YEARS AGO!!!!!!! Trip to weights and measure this Monday 9th September.”

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Posted 6 years ago

“No contactless payment?!? Couldn’t purchase items that I needed.”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,665 reviews