B&Q Reviews

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

2.2 Rating 2,598 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,598 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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119

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

“We would like to recommend Alli at the B & Q Store Hedge End, Southampton. Alli works in the kitchen department and has been an enormous help to us in choosing replacement doors/drawers for our existing kitchen. She is patient and knows her 'stuff'; she was very helpful and patient! Thank you Alli - Ros and Pete”

Helpful Report

Posted 7 years ago

“Great prices, helpful staff;)”

Helpful Report

Posted 7 years ago

“Unhelpful staff always make you feel like your causing them a problem, half the staff dont actually understand anything about diy or any of the products they sell. Probably some of the worst customer service i have ever seen, majority of staff are unapproachable! Bought a kitchen, they kept changing delivery date and when they did finally deliver it we witnessed them literally launching parts of our kitchen out of the van, they also wanted my partner to help remove items off the van which he is not insured to do (and its their bloody job!!) Also sold us a cupboard door which they dont actually make and didnt bother to tell us, the wrong hinges for corner doors so we cant get into them. Now we have half a kitchen which is missing four doors!!! I would HIGHLY recommend that you use any store other than b&q”

Helpful Report

Posted 7 years ago

“At B and Q today, at tills paying for my goods, catch sight of Lady in next till buying a panel of wood, and trying to lean it against something at end of till, {would not balance}so she could pay, could not believe till attendant {Kaine} just stood there watching and not helping. Just as I was about to help, a bloke ran over to help her. Must have been with her, was very surprised as from the size of him he do not say any thing to him or any of the other two staff dossing at the ends of the tills. Once again GREAT HELP FROM YOUR STAFF AT READING, CARE FOR OTHERS AT THE TOP OF YOUR LIST.”

Helpful Report

Posted 7 years ago

“They had the products I wanted, though somebody had to go and find them. Great service.”

Helpful Report

Posted 7 years ago

“Congratulations ! on your staff member Kirsty Lee Watson. We were in your Consett store this morning and the service we received from her was amazing !!!!”

Helpful Report

Posted 7 years ago

“Some of the products arrived badly packed and damaged. I waited in one whole day and they failed to pick up, and so waited in for the next slot they gave me, and waited in another whole day. They failed to pick up again. Several phone calls later, I am told I can only have my money back when the items are picked up, even though they have failed to pick them up! I will now be waiting in another day, when no doubt they will fail to pick up! A weird way to hang on to your money. Will make a note not to order from this store again.”

Helpful Report

Posted 7 years ago

“longwell green store- on 2 occasions we have checked online if items are in stock only to find when we get there the staff are unable to locate the items though they can confirm via computer they have them! We have asked if we can order these items and told no they are stocktaking. 2 wasted journeys are enough, will now shop elsewhere.”

Helpful Report

Posted 7 years ago

“B&Q kitchen installation....ordered in January did not start getting installed until July. Due to lost/ missed parts which nobody seemed to know or care where they were took 56 weeks instead of two! They even lost a range cooker and when it eventually turned up without its LPG gas jets. Left hand doesnt know what right hand is doing. Self employed contracted installer charged me extra for items he shouldnt. B&Q manager refunded these but that should not have happened. B&Q manager agreed some small compensation but failed to pay all what was verbally agreed. When you write a letter to complain about the lack of full compensation you get a pretty dismissive letter back from complaints department referring you to a store claims process which does not exist apparently. All in all will never shop let alone deal with B&Q ever again as I feel badly let down and not a valued customer. Not to mention who they contract their installations to and their integrity......”

Helpful Report

Posted 7 years ago

“Vinyl floor tiles soon started to rise after days. I contacted B&Q customer services 4.1.18 providing photographs and details of laying etc. I was advised this would be investigated on 6th Jan @ 09.03 hours. Since I have been required to follow up for a response on 14th, 19th and 26th Jan. Receiving unhelpful please send us more information. It appears the original communication has been lost due to incompetent complaints management. can anyone advise how I get any response from B&Q. They are unhelpful on the phone and appear to be waiting a week before they communicate. No wonder they are closing stores.”

Helpful Report

Posted 7 years ago

“Ok so firstly the kitchen is absolutely gorgeous. We totally love it but maybe a lot of that is to do with the expert fitter we used (not B and Q's) The issues we had were no hob, not enough floorboards and under floor cushioning, parts missing and even extra parts. How they could get an order so wrong is beyond me. I called up to say I had no hob and not enough flooring only to be told it would be delivered in 12 days. My fitter proposed to be finished in four! With a pregnant partner I refused to accept it and within two days the hob arrived. After speaking to numerous people from B and Q I decided to go back and collect the missing flooring myself (far easier!) incidentally when I arrived someone was there complaining about their kitchen delivery! So now I had a hob and the flooring but there were still bits of a cupboard missing. My fitter managed to make it work with off cuts and he's done an amazing job. Needless to say very disappointed with B and Q especially considering all this was going on while my partner was 36 weeks pregnant. Every cloud though - we do have a gorgeous kitchen!”

Helpful Report

Posted 7 years ago

“we bought the kitchen in October and had it all planned by Tom and Paul came and did a survey which he did to perfection as we had measured wrongly and he managed to squeeze in a spice rack and 2 more standing cupboards and a wine rack. Had the kitchen delivered on 10 January from Doncaster - and it arrived when they said it would (via a text) - Paul came on Monday 15 January to start it - he got all the old kitchen units off and he finished it on Friday 19 January - never stopped for a proper lunch - he was so diligent and efficient - very happy with the colour and all the appliances.”

Helpful Report

Posted 7 years ago

“delivery on date they stated - got all the parts and 3 appliances - and now finished in 5 days”

Helpful Report

Posted 7 years ago

“Ordered an expensive product on the 15th Jan for next day delivery for my husbands Birthday which was on the 20th, I waited in all day on the 16th and it never turned up. I then phoned up the company who told me that it had been delivered and signed for by my husband (who was actually at work at the time it was supposedly delivered at 7.50am!!) the man I spoke to said that the delivery company weren't allowed to deliver before 8am! and he would look into this for me, he then asked me to phone back after 48 hours. I phoned back after 48 hours and was then told that the investigation was still on going, and it now turned out to have been signed for by someone called Clayton! and I had to walk around my street to try and find it. This time I was asked to phone back on Sunday, the day after my Husbands Birthday, so I ended up going to my local store to buy the item so I at least had something to give him. It is now the 24th January and I still haven't got my order, or my refund, I phoned up diy.com again today and was put on hold for over 15 mins! only to be told that it wasn't signed for by Clayton (the person I spoke to the other day had made a mistake) and because the parcel company said that they have delivered my order, they couldn't do anything about it. I am now out of pocket by £150. PLEASE DO NOT BUY FROM DIY.COM, IT WOULD BE LESS STRESSFUL TO THROW YOUR MONEY DOWN THE DRAIN!! - CUSTOMER SERVICE IS APPALLING.”

Helpful Report

Posted 7 years ago

“Ordered a kitchen through B&Q, Ystrad Mynach brach, Ashley and Tina (staff) could not have been more helpful. They explained everything in detail, nothing was too much trouble and we even had a cup of tea free of charge. Great service.”

Helpful Report

Posted 7 years ago

“Thank you for your quick and easy delivery I can not drive and dont like waiting for a lift of my family so i just order what every I need and dont have to carry heavy things around and easy to return if it not right x”

Helpful Report

Posted 7 years ago

“Excellent assistance in selecting type of flooring and samples given for home comparison.second visit to purchase given same unhurried advice.Always staff available in B&Q to assist and answer questions.good quality goods at reasonable prices.”

Helpful Report

Posted 7 years ago

“I have been doing bathrooms for years, half year ago started working for B&Q. I can't imaging if there's any other company worse than they are. Ignored preinstallation survey recommendations, incomplete deliveries, payment problems, ignored calls and emails. I simply tired to use my time and van to get all products delivered to each customer. How do they survive??? How its possible to do business nowadays in such manner in the UK???”

Helpful Report

Posted 7 years ago

“I ORDERED A KITCHEN BACK IN JULY 2017. ITEMS WERE DELIVERED WRONG, ITEMS WERE DAMAGED AND MISSING. I SPENT NEARLY 3 MONTHS AND I DON'T KNOW HOW MANY TRIPS, PHONE CALLS AND VISITS TO B& Q TO TRY AND RECTIFY THIS. B & Q OFFERED ME £150 IN VOUCHERS AS A GOOD WILL GESTURE. HOWEVER THIS DID NOT EVEN COVER THE DIESEL COST AND HOURS I HAD SPENT OVER THE LAST 3 MONTHS TRYING TO SORT OUT THIS MESS. THE KITCHEN WAS BOUGHT ON A CLOSE FRIENDS TRADE ACCOUNT WHICH B & Q INFORMED ME MEANT I WAS NOT COVERED FOR ANY ISSUES I HAVE HAD WITH THE KITCHEN AND THAT THEY WOULD DO NO MORE, AT THIS POINT MY KITCHEN IS STILL NOT FINISHED AND I STILL HAVE SOME VERY BAD DESIGN FAULTS . THEY THEN WENT ON TO TELL ME THAT THE FURNITURE OMBUDSMAN WOULD NOT BE ABLE TO DEAL WITH THIS AS IT WAS BOUGHT ON A TRADE CARD,AND THAT I HAD 14 DAYS TO MAKE A DECISION WEATHER TO EXCEPT THERE OFFER. SO I CONTACTED THE FURNITURE OMBUDSMAN WHO SAID THAT THEY COULD HELP EVEN THOUGH IT WAS A TRADE ACCOUNT. I FILLED OUT ALL THE PAPERWORK AND SENT ALL RELATIVE ITEMS, AND HAVE NOW 4 WEEKS AFTER I SUBMITTED THIS BEEN INFORMED BY THE OMBUDSMAN THAT THEY WILL NOT HELP AS IT WAS A TRADE CARD. SO I HAVE PAID £6500 FOR A KITCHEN WHICH IS STILL NOT COMPLETED AND HAVE COME AWAY WITH NOTHING. HOW CAN THEY BE ALLOWED TO GET AWAY WITH THIS.”

Helpful Report

Posted 7 years ago

“Everything went wrong - from delivery times, to damaged products, to adding parts to my order which I knew nothing about and finally breaching data protection laws by giving out another customers details (to which when mentioned they did not take very serious at all!!!)”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,598 reviews