B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,580 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,580 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

“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

“We visited North Shields store today. We were looking for information on Splashwall. Tish, from the department couldn’t have been more helpful, her product knowledge was great and gave us all the information we needed, she deserves a pat on the back.”

Helpful Report

Posted 4 years ago

“just visited washington branch. mandy couldn,t do enough excellent customer service other staff not so helpful.”

Helpful Report

Posted 4 years ago

“Brought a kitchen from b&q in Chippenham customer service excellent.Nothing was too much trouble joe was extremely helpful and knowledgeable.Would definitely recommend.”

Helpful Report

Posted 4 years ago

“Had a kitchen designed by Ryan at your Washington store. He listened to us gave us advice and ideas. We had confidence in him he made the process easy by listening and advising.I would definitely recommend him An asset to your company.”

Helpful Report

Posted 4 years ago

“Malcolm at Culverhouse Cross could not have been more helpful. He helped us kit out 2 bathrooms and a kitchen. He was thorough, patient and displayed impressive product knowledge. He also ensured we had value for money.”

Helpful Report

Posted 4 years ago

“Would just like to leave a review for the fantastic customer service I received at the oldham store Westhulme Way on Mon 26th April! I was looking for replacement fence panels and didn’t have a clue where to look! I wandered round the gardening section and then into the building section! Just when I was about to give up I met with Lewis who was really polite, friendly and helpful! He asked me exactly what I was looking for and then walked me round to look at the various options! I was so greatfull for the time care and attention he took! Will look out for him again when I’m next in store!”

Helpful Report

Posted 4 years ago

“I paid click and collect- told to collect at 6pm as outlined it was ready to collect on the order page for 5:50pm Went to store to collect told it’s not available. Go home and wait! Manager was extremely rude and did not help me. Bnq are demonstrating fraudulent activity by way of taking my money without providing my product. I would not have ordered the item if it was not available. I see no reason why the store should keep hold of my money for 3-5 working days when you they took my money immediately! I am not accepting that their was a system error. It’s a load of rubbish! It’s THEFT! I Was then given a number for customer services however LOL the number was unavailable and disconnects after a short voicemail- Yet; online it states until 8pm! I cannot believe that this company can be allowed to do this! Well looks like Trading standards will have to step in.”

Helpful Report

Posted 4 years ago

“Total Garbage company, delivery service is a total disgrace! I will never use this company again or any sister company in Kingfisher plc lies, failures and failures it is a shame it took me 5 or 6 deliveries and thousands of pounds, I don't mind the odd failure or being told they cannot make it, but a 100% failure record....”

Helpful Report

Posted 4 years ago

“Ordered compost and they failed to deliver on the specified day despite customer services insisting that it would be, (this was after a 32 minute wait on hold) My recommendation is if you want something delivered use Wickes.”

Helpful Report

Posted 4 years ago

“Amazing team at B&Q Bamber bridge. I placed an order for materials for my garden to be done at the weekend, they all arrived on time when promised, everything in tact. Communication was brilliant, very friendly customer service!”

Helpful Report

Posted 4 years ago

“Went to your store in North Wales today and would like to mention a young man by the name of Jordan he helped me to the car with some stones that where very heavy What a lovely polite young man excellent customer service and nothing was to much trouble 5 stars thank you Jordan A happy customer Rhyl store”

Helpful Report

Posted 4 years ago

“Young lady called Rachel was very helpful assisting us to choose a stool. She even organised carry to car service”

Helpful Report

Posted 4 years ago

“Just been to sidcup branch to collect an order after receiving an email saying it was ready then received email saying wont be ready until tomorrow spoke to so called manager very rude man no qualities in customer service cancelled my order without my permission wi never shop here again plenty other DIY shops one lie after another avoid at all cost”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,580 reviews