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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118

Anonymous

Anonymous // 01/01/2019

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

“Ordered a new kitchen from B&Q and paid for fitting. When the work was due to start the fitting company sent over a plasterer and electrician as they decided they wanted to! Fitter finally turns up at lunch time 2 days later to start the work. We were promised the works would be completed by Friday, it's now Tuesday and the work is not done. Still waiting to find out when they will return to complete the work. Complete shambles. If you were thinking of using B&Q for a new kitchen I'd advise you to change your mind and go somewhere else.”

Helpful Report

Posted 7 years ago

“Ordered a kitchen and worktops from Margate B & Q in August 2017, great local staff, bent over backwards to design and order kitchen. When kitchen was delivered in October the main worktop was missing. 7 phone calls to B & Q customer services, was given 4 new dates for out of stock worktop to come in, it didnt come in! Was told 3 times I would be called back.....not called back once! Visited local store, they tried to sort it out, phoned customer services, told it would be in last thursday and they would ring me direct.......you guessed it....they didnt call! I have spent 7 hours so far trying to sort this out....the customer services department is an absolute nightmare ro deal with and they basically lie, i have been told twice that the item is 'now in stock'....but it isnt! The response 'oh sorry the system has just gone down' has been given 3 times after waiting 20 minutes to get through? Right now, to get a refund on the matching 2 tops that were delivered, i have to wait 2 weeks for thrm to be picked up, so i can get a refund, to buy new tops from somewhere else? I have to pay a carpenter for the two wasted bookings due to the 'promised delivery arrangements' that didnt happen. DO NOT BUY YOUR KITCHEN FROM B&Q, they take your money then couldnt care less!! Appalling customer service, absolute shambles!”

Helpful Report

Posted 7 years ago

“So far out of a purchase of 2 doors,laminate flooring,underlay and trim they were a day late delivering trim and underlay which the trim was the wrong colour, we had to take it back ourselves to exchange as they can't change a delivery until full delivery has been received so we had a 20 mile round trip to have the wrong trim refunded and then the correct trim repurchased. Yesterday the 2 doors arrived smashed so had to go back. I am now on my 7th call to their customer service and it is a total waste of time as they do nothing. So if you can't carry goods home your self don't buy from this company. I have my fingers crossed that my laminate will be delivered on Friday and undamaged, never again.”

Helpful Report

Posted 7 years ago

“**** PLEASE READ **** SAVE YOUR MONEY Ordered my Kitchen back in June and was payed in full by July. The Install date was 17th October and it was all down hill from here.... at the start of October i received a call stating that kitchen will be delivered on the 12th October.. i was abit concerned as i didint have much room to store my new kitchen ?? and being a small family with two children i tried to re arrange closer to the install date , which i did . This was planned for delivery on the saturday 14th. Received a call on Saturday saying the kitchen is outside... only to find out it was delivered to the wrong address. I had to chase B&Q to ask what was going on ??! this was re arranged for delivery on the install date which was 17th October. 17th October: Fitter arrived on site and carried out work . The fitter left at 18:00 . I was scheduled to work late at 18:45 , i left my property leaving my partner and two children at home. I receive a text from my partner saying she could smell gas. I returned home to find my a very strong smell of gas throughout the whole house !!!! rushed to the kitchen to find where the fitter has removed the Gas hob he had incorrectly been capped off and and isolation valve OPEN and !!! NOT to current gas safety regulations !!! Following morning i complained to B&Q as this could of caused a fatal explosion !!!!! found out from B&Q that the "Gas Engineer" was not even Gas Safe Registered !!!!! Making this ILLEGAL FOR HIM TO TOUCH ANY GAS APPLIANCES To this day the kitchen still hasn't been completed. I was sold a fake dream kitchen from B&Q. Assuring me that the kitchen will be completed in a week with the least amount of disruption. Ive had fitters let me down . Parts ordered wrong . Without washing/cleaning facilities. Project manager doesn't seem interested until i escalated my complaints. My laminate flooring had to be all taken back up due to being stalled incorrectly. Problem after problem ....... I have a 3 page list of problems i've experienced SO FAR with the B&Q install. I would never recommend B&Q to anyone thinking of using them for an install. the stress and upset I've had from B&Q and still yet to get any response from them regarding the gas leak.., where i could of payed for the kitchen with my families life.”

Helpful Report

Posted 7 years ago

“I had a kitchen fitted by B&Q in June … I had a kitchen fitted by B&Q in June and to date I'm still experiencing problems! The kitchen installation was finished the end of August and the repair/replacement end of September,. I'm now having problems with the work tops as below, they seem to be chipping on the edges and the laminate lifting! 12.5mm Exilis Laminate Woodstone Grey Stone Effect Square Edge Breakfast Bar (L)3020mm (D)950mm In summary I was without a cooker for four weeks, a sink for two weeks, my floor is uneven, 80% of the units have had to be replaced as they were all damaged whilst being installed !! The extractor fan chimney re-sited as it was wonky! The sink wasn't sealed and the best of all, the rubbish from the old kitchen and boxes from the new sat on my patio for 3 weeks, the weight breaking my garden shed, as that was buried under the weight of debris !! I did report all of the above to the project manager, who was as interested as a kid in a maths lesson, he simply didn't give a monkies! B&Q have tried to rectify the problem, offering me £980 compensation! This includes a sum for me to repay the decorator's, compensation towards having to eat out for four weeks!!, they said I had a microwave, so a family of three could of eaten from that!! really B&Q I challenge you to cook a healthy meal for three out of a microwave for 28 days. In my honest opinion I've been financially robbed, taken the mick out of because I'm a single female, (believe me this does not sit pretty with me and I an not using this as an ace card) I've been treated awfully and nothing that I haven't told B&Q personally, the original installer ran circles around me!! not turning up or spending on average 4 hours a day at my house, hence from the 14th June until the end of August for completion, three walls with cupboards, no building, no extension!! The installation was a joke and constant lies from the staff at B&Q !!!! DON'T PUT YOUR SELF THROUGH THE PAIN !! MY KITCHEN COST OVER £11,000 !! THE WORSE DECISION I'VE EVER MADE WAS CONTRACTING TO B&Q ! everyday I'm reminded of the nightmare, you spend years saving for your dream kitchen ! I HAVEN'T GOT MINE”

Helpful Report

Posted 7 years ago

“Not impressed at all, I went 3 times in the shop to buy something that online result available to then discovered is somewhere in the warehouse and nobody can pick it up for me... so the last time I called before and they said it's available and then...surprise! Still in the unreachable warehouse!!!! Very disappointed...”

Helpful Report

Posted 7 years ago

“Ordered and paid for a new bathrooom in July 2016 - fitted January 2017. Washbasin outlet pipe and plug not fitted correctly so asked for it to be fixed. April 2017 ordered and paid for a showerroom. Fitting started beginning of October and then abandoned as fitter needed to get some of the fittings. End October 2017 washbasin in the bathroom (still unfixed) leaking water all over the floor. So 15 months on no shower room, no washbasin. Endless problems with deliveries. Staff in the shops are lovely, it's after that things go wrong.”

Helpful Report

Posted 7 years ago

“Our bathroom still isn't how we wanted it and for the price of it the work was shoddy to say the least! Definitely would not recommend B&Q for anything! I put a complaint in and never heard anything back! We had to keep on chasing for damages to be fixed which were caused by the B&Q fitters!”

Helpful Report

Posted 7 years ago

“Everything from delivery the standard of the work of the kitchen fitter it took them four months to rectify the problems and I am having problems again with the cupboard doors dropping do not and I mean do not get a kitchen from bq”

Helpful Report

Posted 7 years ago

“DO NOT PURCHASE YOUR KITCHEN FROM B&Q SAVE YOURSELF TIME & STRESS IT JUST IS NOT WORTH IT I had a kitchen designed by B&Q and it was the worst decision that I had made. The customer service prior to purchasing was good, however, once B&Q were paid the customer service did not exist all I can say is POOR, POOR, POOR. The kitchen that was delivered did not match the design of the kitchen that I had agreed with the designer. B&Q continually sent the wrong items and missed out items in the deliveries, resulting with me having to take off too many days from work to either wait for deliveries and or return wrong items sent. It has been a miserable and experience. Customer service did not exist once you have made a complaint. I had to be actively on the phone to manage this horrific journey. Unfortunately, B&Q do not like to look in the mirror and learn by their mistakes/complaints to improve their performance and customer service, they prefer to point the finger, pushing the blame onto others including their customers. My complaints span over a year and is continuous. I am still not happy with my kitchen. I like looking at reviews prior to purchasing and silly me relied on a known brand name that had existed for many of years so I did not do any reviews on B&Q prior to purchasing BIG MISTAKE! Please steer clear of B&Q there are many kitchen suppliers, explore your options and definitely look at reviews. All the best.”

Helpful Report

Posted 7 years ago

“Design fault from the beginning lead to me having to buy a bigger cupboard at an extra £250. then the same unit as before was delivered so had to re order delaying the fit by 2 weeks, but unit is still not right so another delay, Fitter now on Holiday another weeks delay.. Designer forgot to put on my order - under lay, Edging strips, Threshold strip, Plug sockets, also made mistake in the amount of lights I needs, all extra cost. Forgot to deliver my kitchen tap and a box of flooring. so many journeys to the store to pick up forgotten items, many phone calls with next to no help. Boxes and martials still in house,old kitchen and boxes piles out side my house. £500 extra cost so far, kitchen unfinished, house a mess and no end in sight. I wish they would come and take it all way so I could go some where else”

Helpful Report

Posted 7 years ago

“I was going to write a review but changed my mind. Instead I am agreeing with all the other bad reviews. It saves me time!! Terrible company.”

Helpful Report

Posted 7 years ago

“Do not under and circumstances have your kitchen fitted with B&Q appalling fit had to be ripped out and started again. 2 week fit start beginning April took 3 months and still fighting for things to be repaired in nearly November. Expensive poor customer service, shoddy workmanship never been so disappointed in my life a total rip off.”

Helpful Report

Posted 7 years ago

“Delivery driver only giving 15 mins notice of arrival. Once he arrived, he parked up the road and walked to my house and said he is just going to his van, he drove off without delivering anything and didnt tell me he was leaving so I waited for him to return for nearly an hour. I had to go back to work. After 30 mins of being back at work, I had a call to say he was parked outside my house. As I was supposed to be working and this was so disruptive, I got in trouble at work. I made a complaint to b & q which they lost and didnt respond to. This shop is ideal if you want to buy a tin of paint, anything more, I wouldnt risk it.”

Helpful Report

Posted 7 years ago

“Paid £3500 at end of August for a kitchen to be delivered middle October. Got a call confirming day & 2 hour delivery slot. Day of delivery nothing arrived when I rang to ask where it was, they informed me they never intended delivering has there was a discrepancy with payment. 2 hours and several calls later to the store, still was not offered an apology or explanation. The best they could offer was a part delivery from the local store some time the following week. The rest of the kitchen would come from main warehouse at some point, no delivery dates given or promised. Absolutely appalling customer service from main distribution centre, they've had my money for a month and half and couldn't care less that my dream kitchen had turned into a nightmare. In the end we decided to cut our losses and asked for a full refund. Please don't order your kitchen from here, they will happily take your money but won't give you any help when they mess up. Still no explanation what went wrong with our order!”

Helpful Report

Posted 7 years ago

“Very bad service. They ruined my kitchen. The designer badly designed my kitchen and they refused to rectify this as they claimed that the designers service was free. My hob is now 10cm from my sink and below part of my boiler. The kitchen is now a mess. I brought an expensive kitchen and they have ruined it. Abdul service for their so called designer and awful complain procedure.”

Helpful Report

Posted 7 years ago

“If I could give no stars I would I shall never be giving B&Q my business again after the appalling treatment I have received and never have I come across such bad customer service! I had to cancel my kitchen order after signing and paying for my kitchen there were then £4000 of additional costs found which of course I couldn't find the money for and B&Q made no effort to help resolve the situation so I cancelled my order. This was one month ago and still it is beyond B&Q to contact the finance company and let them know the order is cancelled meaning I am paying for a kitchen I don't own!! Sort it out B&Q I want my money back and I will not be recommending you to any of my family and friends in the future”

Helpful Report

Posted 7 years ago

“I have recently bought kitchen from Luton branch when it was delivered to my house there were so many scratches and wear and tear on units which and work top was also damaged I have called support department they said to me go to store they said contact support department I went 3 times in store and 4 time called to support team disgusting behaviour I am regular customer but B&Q let me down very bad experience”

Helpful Report

Posted 7 years ago

“Ordered tiles online, stock that was showing as available wasn’t, had to go to 2 stores to make up the quantity, was given boxes bound in tape that turned out to have tiles missing, neither customer services or shop will refund online, expect me to traipse back to store.”

Helpful Report

Posted 7 years ago

“Please do yourself a favour and do not use the B and Q fitting service. We have had a bathroom fitted and now need to redecorate the room below, the job was riddled with shoddy work from the start that has needed to be redone. This is the worst service I have come across ever.”

Helpful Report

Posted 7 years ago

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