B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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

“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

“Social distancing joke Redditch B&Q I was ridiculed by one of the staff for stepping over a line that was 10 m from the till even though there was a 2 m line next to the till for another customer to stand at to then to be embarrassed and told that I was not courteous of other customers even though I was still way over 2m from any one else close on 4m from anyone and the embarrassing situation where I was singled out on a completely unorganised social distance till set up I was 4 metre away from anyone else yet they bottle neck every one down an aisle to the till even though that isle is still in use for browsing customers and que waiters where there was no way they can social distance yet I was ridiculed and made to feel like a child due to there poorly organised system”

Helpful Report

Posted 5 years ago

“I bought the high gloss laminate flooring. It looked lovely. With in a few week it started to bubble and chip. I wash the flooring with a spray of two parts water and one part ginger. I complain a employee came out took photos which they sent to head office. I called I was informed that there is nothing wrong with the flooring. They advised m to contact the ombudsman? I would not advise anyone to buy flooring from B&Q.”

Helpful Report

Posted 5 years ago

“We bought a box plant and within 2 weeks it turned brown and died. They refused a refund and said “they don’t offer a warranty on plants”! We followed the aftercare too. Would never buy anything from their garden centre again. Terrible service!”

Helpful Report

Posted 5 years ago

“Why does B and Q, Enfield have only two tills open when there is a queue of at least thirty shoppers? The virus is not an excuse. There should be sufficient till-trained staff available for all contingencies. I and several other customers walked out of the store - in my case to make the purchases elsewhere.”

Helpful Report

Posted 5 years ago

“Ordered 6 UPVC windows on 13 May 2020 ref #1010385810. received 1 June, I won't complain as during Covid19. But I needed to refund this extra one, and I understand online 3rd party items best refund via collection not taking to a store. So I have been making over 10+ calls to B&Q helpline, where they cleverly create a menu (1 for kitchen, 2 for new order, 3 for delivery, 4 for anything else), when you press 4, their robotic person just tell you they are not dealing with anything that is not urgent, then just hang up on you. B&Q don't argue with me over this, as I just took a audio recording over this, so it can be used in court. Then I went on their online form and filled all details and asked for a refund, actually did this twice in past 3 to 2 weeks. No one ever came back. If you were me, what would you do as a customer??!! Today, I had enough, and took the window to their Greenwich store, the store staff tells me collection had to be done from my address by manufacturer. But I told them you stupid system don't allow refund to be logged or process, and anyone with an ounce of common sense can understand, what is the difference between manufacturer collecting from their store or my site? none. And after such big faul up from your system design, how dare you just shrug off your shoulder? Then I called online sales, as they only take sales calls, no refund calls, trying to give them the very last chance. Again, sales after speaking to manager, declined to let me leave window there. So I dumped the window at the Greenwich store and walked out, I told both the sales team over the phone and also the store staff: I of course can afford to throw £207 down in the drain. But I will ensure B&Q go down with me. Your lost of sales will be £207 x 100. Now I am waiting for B&Q to contact me for a refund. Plus my time spent trying to get a refund before, and my time going to your store. and my time is not a mere £15 an hour. Otherwise, this will go viral in social media to my 50K+ followers. Let's watch this space!!”

Helpful Report

Posted 5 years ago

“I turned up for a kitchen appointment at the Sidcup store, only no kitchens to view. And no staff to greet. And no clue from other employees. Further, at New Eltham store, been waiting 2 weeks for click and collect for something they have in stock, just on a tall shelf which I can only think must be an inconvenience. Gone really down hill. Weak management.”

Helpful Report

Posted 5 years ago

“I sent an order for click and collect a week ago. Not had any confirmation email any other contact.”

Helpful Report

Posted 5 years ago

“Try, and make an informed comment about what you think or have experienced with B&Q and this is your reward!!! It cannot be published to the website, but.. — Dear Hillbilly2020, We have read your comment and value your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time! Submit something new Thanks again, B&Q This, item is'nt available for home delivery, click & collect or in store. So, why keep advertising it? It's, just teasing. Can we help with something else? Please contact our Customer Services with questions or concerns. If you no longer wish to receive notifications like this, you can unsubscribe any time. This email was sent by: B&Q Chestnut Avenue, Chandler's Ford, Eastleigh, GB, SO53 3LE, UK”

Helpful Report

Posted 5 years ago

“I was at bq east Kilbride. Very very few visible staff. I asked a middle aged female member of staff did they stick wet wall. Whilst remaining leaning against a display she vaguely motioned "there used to be a stand over there". Frustrated by this nonchalance I asked a young female member of staff the same question. She checked and advised they no longer stocked this. Some staff training needed I think. The first woman clearly uninterested. Worst customer service I have experienced in a long time”

Helpful Report

Posted 5 years ago

“Having ordered a plain white door with other goods I was informed that the door was to be supplied by a different company within 4-5 working days , due to Covid May be 10 days . 14 days later door arrives and when unwrapped found to be damaged , could not get thro to BNQ on phone after several attempts got on line chat and was told they would get new door ordered as a priority on 12 th June , now 25 th and heard nothing from either BnQ or delivery company so not only out of pocket with faulty door but also having to arrange refit time with joiner and added cost for new call out . Terrible customer service they just don’t give a toss .”

Helpful Report

Posted 5 years ago

“I brought my 92 year old Mother to your store on the Belgard Road on Sunday last as she was looking for some summer plants. I asked the lady at the door could i go in with her? she told me that i could take my mother into the store but i would have to come out and join the Q!!! Needlesstosay, i didn't do as she suggested - instead we went to Woodies where the man at the door was much more polite and let us in without queuing!!!! It will be a long time again before i give my business to B&Q.”

Helpful Report

Posted 5 years ago

“I wanted to purchase circular saw. The one I wanted was on a high shelf. Went looking for assistant to get it, on-one could help , not their department. Returned to area one last time , saw assistant who had magically appeared. Requested saw , instead of him helping, using steps nearby I got an endless sarcastic lecture on the duties of an assistant, which included info that getting things from high shelves is only done at night by a different Specialist team, he went on and on and on about the pandemic, I was perfectly polite but after several minutes of this I Got bored and walked off. No sale to b& q, but then only £100, doesn’t matter to them. Got stuff i needed from toolstation , job done.”

Helpful Report

Posted 5 years ago

“Just visited Warrington store and after asking 4 different members of staff for help - 2 replied “not my department” and rudely walked off - 1 “if you cant find it its not in stock” and the other “what dya want as its self service” and again walked off! never visited a bnq store where no-one wanted to help what do ever. As a business owner i would be ashamed to employ staff with such rude manners snd lack of respect.”

Helpful Report

Posted 5 years ago

“Staff sooo rude at the Stevenson branch, from the door right thro. It's the only shop I go into that you get barked at, ordered to go to the correct position. All other shops are social distancing ect, and your treated politely and not treated like you are an IDIOT! NEVER BE BACK. Get a grip BQ!!”

Helpful Report

Posted 5 years ago

“I checked online for tarmac postmix which you said yous had when I got to store you had no postmix so why are you still aradvertising it still online yous telling lies to people and your are need more training for your staff the 3 members of staff I asked did not know where anything was that asked for or they just could not be bothered stop false aradvertising products you do not have”

Helpful Report

Posted 5 years ago

“When in B&Q Sheffield store yesterday afternoon Thursday, 18th June, my 10 year old touched a cactus in the plant area next to the tills and got both her palms full of tiny needles which were so fine we couldn’t get them out without tweezers. I’ve asked the cashier woman about a first aid kit and she said they don’t have tweezers in it and can’t help. At the point my 10 years old was crying in pain and distress. This is unacceptable and a bad review is just not enough.”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,595 reviews