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

“Today was the second day I had gone to B&Q in Luton, with great regret I would have to say the customer service was absolutely appalling, both days I have asked for assistance and both days employees were unwilling to help and made me feel inconvenience. I am surprised with the attitude of staff members giving that B&Q is ment to be a repertoire company. I am very disappointed with their customer service.”

Helpful Report

Posted 5 years ago

“Tried to order a fitted kitchen from B&Q. The website is difficult and frustrating to use. I knew exactly what I wanted, I had a list of cabinet sizes, fixings and fittings etc. When I finally managed to order it all, they came back with a delivery time 7+ weeks away. Click and collect was not available on half of the order. Gave up and I’m going to Ikea.”

Helpful Report

Posted 5 years ago

“We just recently ordered a new shower for my father in law as his old one had broken down. We were informed the delivery would be on 2 days time. This was fine. The night before the shower was due to arrive we received a text from the courier informing us the that they had the item and the time slot to be delivered. We were able to track it. At the same time we received an email from b&q stating they had given us a refund. We telephoned b&q whose customer service manor was appalling and they told us we had the refund as they did not have any stock of this item despite the website stating there was 4 available upon ordering. Clearly this company have not got a clue what they are doing. The next morning at the stated delivery time the shower arrived and my husband fitted it. B&qs attitudes have been appalling for years and its time to address the issues they have starting with how to speak to its customers. After all this my father in law is pleased with his new "free" shower.”

Helpful Report

Posted 5 years ago

“I found the item I wanted on B&Q website. I checked the availability in a local store. B&Q confirmed that the item was available. I placed the order and paid for the item. The item was available to “click and collect” only. B&Q confirmed my order and payment. 2 hours later B&Q e-mailed to advise that the item was not in stock. This happens frequently in my experience. Not good enough. Very poor customer service!”

Helpful Report

Posted 5 years ago

“Searching out a discontinued paint, found B&Q had 2 in stock at a store 33 miles away. Drove down for the store opening next morning to be told by staff they haven't had any of that paint line for "1-2 years". Wasted 2 hours and a couple of gallons of fuel, customer services completely uninterested, firstly trying to feed me some guff about Google caching archived web pages, then when I called them out on this, they blamed me for not calling ahead to check stock. That a company their size cannot update a stock item, potentially 2 years out of date is laughable.”

Helpful Report

Posted 5 years ago

“Utterly useless website. Kitchen worktops advertised as 'new'- add to basket - then told ' B & Q don't stock it.' Laughable. Door handles arrive battered - customer service agree to replace - that was a month ago and still no handles. Another order over £200 - so no delivery charges - on arrival 2 items only with a total cost below £50 so charges apply. No email regarding my order not being fulfilled so I can cancel and order elsewhere. Then the corker of an order of £500 for internal doors, handles etc. Money taken out of my account and B & Q have no record of my order! I then have to deal with a level of stupid I have never encountered before when dealing with customer disservice. Avoid.”

Helpful Report

Posted 5 years ago

“I went on line and saw my local Darlingon store had some planets I wanted in stock. I ordered them to collect. I then got a mail saying they did not have them. I got another email saying I had cancelled the order. NO they cancelled the order. Band Q stock systems are useless, especially it seems at the Darlington store. This is the 4th time this has happened. I paid immediately but now have to wait a week for a refund, tough if had needed that money to go elsewhere.”

Helpful Report

Posted 5 years ago

“Queues ridiculous to pay”

Helpful Report

Posted 5 years ago

“Absolutely shocking store doesn't update website. They say things are in stock over 100 items 8n but when you get there there is none. Just a ploy to get you there and spend”

Helpful Report

Posted 5 years ago

“I place an order for an internal door receive notification from DX that it will be delivered on the 16th and I can reschedule up to the previous evening, which I did however, they still attempted to deliver on the 16th July. The correct date was the 20th & there was no tracking for today, contact DX who informed me the door has been returned to B&Q as I cancelled the order, clearly the driver didn't understand me telling him the delivery was booked for the 20th and not the 16th. Call B&Q Customer Care (lack of) who advised me they can get it out again but in 10 days time, as this is the contract they have with DX, so they mess my order up and I have a fitter booked for the 20th, order has subsequently been cancelled as B&Q didn't care or interested that their delivery company have messed up and made no attempt to resolve the situation, not impressed.”

Helpful Report

Posted 5 years ago

“My wife was intimidated by the manager at your Taunton store for raising the fact that we were sold a damaged 5l paint and told her to claim off our insureres, but I won't be doing that I will use a small claims court to claim back the damage and will pop in and have a chat with that manager to resolve his intimidation approach towards women”

Helpful Report

Posted 5 years ago

“The store manager at Taunton intimidated my wife as the paint that she bought was damaged it leaked all over our new flooring when she spoke to him he told her to claim off our own insurers what I am doing is taking them to court along with the manager as threatening people on a phone lacks intelligence and obviously a spineless low life don't use B&Q use a decent store or online services trust me it's better than dealing with idiots”

Helpful Report

Posted 5 years ago

“What a waste of time 'click & collect' is with this company. They confirm your order (4Nr in stock) and then, 3-hours later cancel your order and state they have run out. They were quick enough to take my payment. Absolute disgrace. Also, 7-10 days for a refund. Joke.”

Helpful Report

Posted 5 years ago

“Poor customer service at the till! Went to visit Nottingham Riverside Retail Park. The assistant at the till whose name Adam! Just atrocious and awful attitude , waving his finger not even opening his mouth to say “next please” couldn’t even say hello when I was at till. I’m sorry your job is so strenuous while others are suffering with no Job !Wake up and get some customer service skills.”

Helpful Report

Posted 5 years ago

“After a long lock down we went in to lincoln b&q, and was disgusted at the staff and lack of concern for there customers, they say masks protect others more than yourself so why don't b&q staff wear masks to protect their customers? Or do they just not care about them”

Helpful Report

Posted 5 years ago

“I ordered the garden furniture on the 23rd June where when it was ordered they gave me an estimate of 2 week wait. I have reached out to them in the following month at least 18 times and in all calls to them they have disconnected the line and asked me to revert to FAQ. I have never since heard anything from B&Q so I called again to revert to live chat where I was told that their internal order management was out of service and my order was not picked up. Then the gentleman offered my item to be delivered after a month ("express delivery"). I have as a result cancelled the item and will take my money and time elsewhere where I as a customer is appreciated. Absolutely terrible company. I will no longer use my hard earned cash on any of their products nor would I shop at any DIY.com shops. Very disappointed!”

Helpful Report

Posted 5 years ago

“I purchased a rattan outdoor furniture in June . The settee leaked dye on the new decking. My complaint has not been resolved despite emails calls and photos. The furniture cost £ 550 and has ruined part of the decking. Band Q asked us to return the items which had been delivered in a large wagon back to the store but could not guarantee the new one would be free from excess dye. We now have to sand the decking ,buy more paint/sealant costing £35 and we do the whole decking. Thanks for nothing Band Q!!!”

Helpful Report

Posted 5 years ago

“Well there is not much to say don’t touch B&q kitchens with a barge pole. We have had faulty doors delivered to our home. White unsightly marks splashed under the Paintwork. B&q refused to replace of either come to see them. Furniture ombudsman was contacted who I may add get paid by B&q. Report was very contradictory and it stated their were marks under the paint but not faulty? See you in small claims court! Please god if you value quality and care, a good consumer experience and not to do business with B&q go elsewhere. These people are thieves and liars!”

Helpful Report

Posted 5 years ago

“Bought a Karcher Jet washer from their store in Bury. It leaked was dangerous. They've refused me a refund. I will go legal on them to protect the public from them selling faulty electrical goods.”

Helpful Report

Posted 5 years ago

“Customer Services at B & Q are anything but Customer Services. After spending an age listening to a number of pre-recorded messages, none of which are appropriate to the issue one has been advised to contact them on. they continually disconnect the call. B & Q your Customer Service standards are woeful and if it were possible to award no stars - that would have been my preference. Would I recommend you - no I would not.”

Helpful Report

Posted 5 years ago

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