B&Q Reviews

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

2.2 Rating 2,593 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,593 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

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

“I ordered the Form Contor drawer storage unit online as I desperately needed some storage for my newborn baby’s clothes.....they arrived with no packaging whatsoever and absolutely filthy dirty. It had been raining so there were puddles inside the drawers. Not a great experience ordering from B&Q and I doubt I’ll do so again.”

Helpful Report

Posted 4 years ago

“I ordered a planter for my daughters birthday to collect it the next day .within 30 ,minutes I had a phoncall to say it was not in stock. I was clearly disappointed as I just paid £50 . I said preferably I would like my refund immediately and the response i got was a correction on how I pronounced the word preferably . And then a thankyou for my attitude . I was upset about being told the item was out of stock but I certainly did not have an attitude and now I'm left wondering whether or not I will get my refund. There was no apology at all for the inconvenience of this and I don't see why I have to wait 7 days for a refund . I will not be shopping in b and q again.”

Helpful Report

Posted 4 years ago

“It seems that B&Q do not accept criticism. I recently purchased a Colours Green & natural Coir Door mat (L)0.6m (W)0.4m from my local store. I found that it bows very easily and creates a potential trip hazard. I have twice tried to leave a review raising my concerns and both have been rejected as shown below. "Hi xxxx, We’ve been unable to publish your review as it doesn't meet our guidelines. However, you're welcome to re-submit a review after checking our guidelines . Submit a new review Thank you, B&Q Online Team Good idea but poor quality The design is good as it allows water and muck to fall through so doesn’t get waterlogged like some mats. The mat is let down by the weak retaining wire system which allows the mat to bend up around the sides when used and then releases the coir mat strips. This creates a trip hazard. Turning the mat over gets it flat for a few more treads. I have tried to bend the frame back over the strips, but don’t think it will last more than a day or two. It needs cable ties or similar to hold it together. If I had the receipt I would take it back." Obviously they don't want to publish negative comments about their products!”

Helpful Report

Posted 4 years ago

“I visited B&Q in Cwmbran for a new kitchen and was served by Matthew Hagland. His customer service was exceptional, he was very knowledgeable, pleasant, approachable and nothing seemed to much trouble. I had visited other kitchen suppliers but due to Matthew’s service I ordered with B&Q. This store should be proud to have such a valuable member of staff, which you don’t see enough of these days. 5* service.”

Helpful Report

Posted 4 years ago

“Great service went to b and q limerick needed help with a power washer staff were very helpful manager explained everything in great detail should me what hose to get and connections 😀 👍”

Helpful Report

Posted 4 years ago

“I would like to say how a member of your staff Dave Galek(plumber) at your store in Bury helped us on the morning of Saturday 22nd May 2021 he was very pleasant and friendly and very patient he was also very knowledgeable on the questions .”

Helpful Report

Posted 4 years ago

“Can you give no stars? Just phoned B&Q to confirm delivery of a heated towel rail that should have been delivered today (ordered 2 weeks ago) only to be told the order had been cancelled. No email, text or phone call to advise. And no refund! No senior managers in the store to speak to. What an absolute s**t show. Head office will be hearing from me.”

Helpful Report

Posted 4 years ago

“I went to the store in Camborne this morning looking for green polyester based roofing felt . There was none available on the shelves yet online it had said that there were 46 available . There were two identical shelves of a cheaper variety adjacent to one another , one of those was sitting where the one I was looking for was supposed to be. I spoke to a store employee called Rich who checked on his in-store app and confirmed what it had said online . He went outside in the lashing rain and found the product I was looking for with no trouble . He was friendly , courteous and nothing was too much trouble , a credit to B and Q. I think people can be quick to complain when things are not right and slow to compliment when they are! So.....thanks Rich, your efforts on my behalf were much appreciated.”

Helpful Report

Posted 4 years ago

“I and my daughter have had kitchens from B&Q and fitted by them bit expensive for fitting so will be getting my independent builder in this house but still going for their kitchens as I like the customer service and they will change units if damaged or faulty in the guaranteed time so I would recommend now waiting on my new kitchen with them good price and look fab”

Helpful Report

Posted 4 years ago

“I placed an order mid April, got charged fully within few days. Scheduled delivery, got message when it will arrive. Book leave from work, waited all day, no delivery. Not even a phonecall. Took me 4 days to chase, rebooked delivery date, again took a day off and again no delivery. At no point was anyone from B and Q in contact with me. Spent time on chats and phone to hear we are sorry we are escalating it. Nothing. Cancelled order. Found out today that order wasn’t cancelled. Got a phonecall about delivery. Cancelled again. Got refunded partially for what I ordered. Took another phonecall to sort it out. Staff refused to tell me their name claiming it breaches their data protection. Yet they have all my details, I sliding what I ordered yet I had to tell them what I ordered. Will tell everyone about this experience and will never shop at B&Q again. Worst customer service and service in general. EVER”

Helpful Report

Posted 4 years ago

“We were so taken back by the fantastic service we received from James in the kitchen department we can’t wait to return to the st Helier store great shopping 👍”

Helpful Report

Posted 4 years ago

“Bought a Cooke and Lewis sink which carried a 15 year guarantee, after 8 years its leaking from the corner. After many many calls and no positive response im now told I need a receipt as my order is on the old system. A big cop out if you ask me, they even tried to say that they may give me a proportion of the amount based on the time I've had it.....rubbish a guarantee is a guarantee and they couldn't show me this. This company are bandits, they take your money and have poor after sales”

Helpful Report

Posted 4 years ago

“Very poor customer service .I placed an order online and after few days they just cancel without any explication.I spent days for nothing waiting for delivery.”

Helpful Report

Posted 4 years ago

“Flo from.bathroom&kitchen helped me enormously today , found him very helpful kind, he manage to answer all my queries and help me find just what I was looking for”

Helpful Report

Posted 4 years ago

“I visited your kitchen section today in Southend. No base units on shelves in three sizes I wanted. Found 3 staff sitting on computers where I couldn’t enter as all sealed off. Asked one of them (a young lady with blond hair) If she could help me. Very reluctantly said ok, in a tone that made me regret asking for help. Proceeded to the section in question and realised there were no sizes of units that we required. Said can’t get any down from top as machines all broken. I asked when more would be available... don’t know. ‘How do I buy them then?’ I asked... ‘Can’t help you, I don’t know!’ Her attitude was so rude and totally ruined my experience. I drove to Wickes in Rayleigh and obtained everything I needed but very helpful staff! Never again will I shop in B&Q Southend. Rude is not the word! Thanks for ruining my day with your sticking attitude!”

Helpful Report

Posted 4 years ago

“Let me start by saying the only reason I have giving 1 star is because a star must be given! Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had bring out in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. Which turns out they did not do this. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock, and would be delivered on the 12/05/2021. To which nobody within B&Q thought it was appropriate to inform us. The oven has not been delivered as promised.So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise my 3rd complaint, as B&Q have decoy to close the first two down with out speaking with me. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens.”

Helpful Report

Posted 4 years ago

“Recently i bought a shower a bathroom mirrored cabinet and a vanity sink from B&Q The cabinet was returned for refund as parts missing the shower came so when my plumber came to fit there was a part missing so plumber couldnt do the work as part missing again .so costing me more as plumber needs to be called out again .now have to wait again for new shower .unbelievable .and wrong screws for vanity sink but we bought more screws .will not be buying from them again . Dissapointed with overall services L Kevlin”

Helpful Report

Posted 4 years ago

“Fobbed off with damaged sink - click and collect from Trowbridge so I didn't realize until I got home. The box was ripped apart, filthy and taped back together with Selotape. The sink is a black granite composite and had scratches all over and a corner knocked off. What a shower of con-merchants. Avoid them unless you can fully inspect the item on the day.”

Helpful Report

Posted 4 years ago

“Excellent design and customer service with sam the lady at merthyr bq nothing was too much trouble for her , kitchen arrived on time good quality units and all that was ordered arrived ..very pleased with service”

Helpful Report

Posted 4 years ago

“Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had been put in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock. To which nobody within B&Q thought it was appropriate to inform us. So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise a further complaint. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens. Sammy”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,593 reviews