B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

2.2 Rating 2,661 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,661 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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

“Gloucester BQ what a awful experience being disabled makes life difficult, but the staff at this store need training in customer service, unhelpful rude,Alan was a complete unhelpful idiot who is in the wrong job .45 minutes never again will l use this store. Mike in the end after demanding to see the manager sorted the problem in minutes I would advise disabled people to go elsewhere”

Helpful Report

Posted 6 years ago

“Dreadful returns policy! My house flooded and, whilst I worked with the emergency plumber, my partner went to B&Q for switchplates to replace those that got soaked. He paid and I later refunded the money to him. One of his purchases was unused so, about 2 weeks later, I returned the unopened and undamaged pack in person to the same store, asking for a cash refund of the £5.50. I was told that it was policy that they would only refund the price onto the same card that was used for the purchase. I explained the situation but they would not budge, saying that the General Data Protection Regulations meant that they could only make the refund onto the card originally used. What rubbish! I asked to speak to the manager but was told the same thing. I was, reluctantly, forced to accept a credit note. I think this breaks the law! I am going to raise it with Trading Standards. And I shall be avoiding B&Q whenever at all possible in future. How to ruin a perfectly good business!”

Helpful Report

Posted 6 years ago

“Well where do I start had kitchen fitted by b and q in Wallsend last feb 2018 and out of 21 doors 19 have been exchanged, also new fan/ carcasses/ plinth the list goes on and on. B and q will not accept responsibility but want to blame damp and other factors. We have had our kitchen checked for damp and nothing and we just want them to change all our doors to a different design but they won’t do that. We have had doors changed from April 2018 and at the end of our our tether now. We recently found out that they do not install kitchens now I wonder why???”

Helpful Report

Posted 6 years ago

“I would strongly advise ANYONE who is thinking of putting themselves at the mercy of B and Q's "Home Delivery Service" ,to seriously consider whether or not they would want to put themselves under the terrible pressure which we are currently experiencing. What should have been a straightforward experience of buying and having delivered, a new kitchen from them, has turned into a nightmare for us. It's taken countless phone calls to get our order delivered. At the moment it still isn't complete,as we are now waiting on 2 worktops, to complete this order. Diabolical doesn't even cover it. "Home Delivery Service" ?....more like "Home Misery Service" !! Avoid at all Costs!!!”

Helpful Report

Posted 6 years ago

“Took a day off work to wait for a delivery that was supposed to be between 8.30 and 10.30. No delivery. Items not arrived at the depot ..... no idea as to when they will arrive now, or if I'll have to take another day off work ! Item I'm waiting for is flooring. Now I may need to cancel furniture delivery as floor may not be down in time. Really shoddy practice. I wouldn't mind, but the flooring is only available online so I couldn't have picked it up myself, even if I wanted to. Very disappointing way to run such a huge business.”

Helpful Report

Posted 6 years ago

“Followed around like a common criminal, I could actually see them following me and I could hear them talking about me on the radios. Disgusting”

Helpful Report

Posted 6 years ago

“Rude arrogant,very ignorant and derogatory staff! Asked whether they sold a certain item and was told "see all these pictures dotted around? Well that's all we sell!" They are not trained to a good standard and usually say they don't know if asked evenue an easy question!! Pathetic and the stores have gone well down...”

Helpful Report

Posted 6 years ago

“Just been to B&Q at glasshoughton to complain about kitchen tap with a 5 year warranty only to be told not all of the tap is covered by warranty by a jumped up jobsworth. Keep away from kitchen taps at B&Q, no guarantees exist according to bully boy behind counter”

Helpful Report

Posted 6 years ago

“Utterly disgraceful treatment. I placed an order for wood on 11/9/19, to be delivered on 13/9/19. I was served by a gentleman called Kuly, I believe. I would happily give him 5 stars. He was professional and helpful. On the 12/9/19 I received a text to say that the delivery will be between 13:30-15:30 and to contact the purchasing store if there were any issues. I called the store and said that I could make it before 13:00 or after 14:15. A lady by the name of Karen, said she would leave a note the system for the driver. Today (13/9/19), I called the store at 15:00 and I was put through to timber. The phone rang for almost 7 minutes with no answer. I called again at 15:35 and I was told I missed delivery. The driver went round at 13:40 (note, not the appointed time) and took pictures of the shutters that were down, then left. I did receive a call at 13.09 and 13:34 from a mobile number, at a time I couldn't answer. The duty manager (Elisabeth) was of no help whatsoever. She made the whole thing into a my word against that of the driver thing. In addition, she said that the driver wouldn't receive the message left on the system, because it is an external company that does the deliveries. This renders useless, the message I received asking to call the purchasing store, if there were any issues. To add insult to injury, she offered for me to come and collect, the bulk delivery. I haven't got a means of transport to collect that amount of wood. Now because of this I have a four day delay, because the next delivery won't be till 17/9/19. This treatment is way short of basic customer service.”

Helpful Report

Posted 6 years ago

“No staff on shop floor to answer simple questions about wall fittings. Girl at ‘customer service’ listened to my questions. Then told me “everything you just said went right over my head”. A credit to you B&Q! Only staff member that she thought could help wasn’t answering phone. I’d love to say I won’t be shopping here again but given that all of the independent retailers have gone out of business I’m hoping for an improved service next time.”

Helpful Report

Posted 6 years ago

“1) Asked for advice. Not enough staff. 2) brought product then told by check out i needed to take it back get another one cos till couldnt read it (5min walk back to builders bit) 3) needed to ask question about buyin more......no answer on phone Shocking customer service will be using others from now on”

Helpful Report

Posted 6 years ago

“Purchased Dulux gloss just over a year ago. 3 tins, over £100. They were like water. B&q said over a year ago, nothing we can do. Dulux have taken reference number from one tin, they said paint has a limited shelf life. It was made 5 YEARS AGO!!!!!!! Trip to weights and measure this Monday 9th September.”

Helpful Report

Posted 6 years ago

“No contactless payment?!? Couldn’t purchase items that I needed.”

Helpful Report

Posted 6 years ago

“Sadly I have been a B and Q customer for many years and have spent many thousands of pounds there but today really was the last straw. Going there to purchase some wood and other items on a Wednesday in order to get my 10% discount to discover only some gardening and Christmas items now qualify. What a joke I've never received any vouchers of any kind never get any feedback and to be honest although they claim prices have been cut for every customer I've never noticed any benefits at all. My current experience of B and Q very expensive High Street prices with generally staff that are just going about their jobs without having to much time to assist the customer. Yes during the last 2 years I have been going to other places and in these I find a better choice much better prices and staff that go out of their way to help you. I have just purchased a DIY kitchen with all the trimmings sadly Wickes got the order worth over £3000 due to their stocking, customer service and delivery policy. Frankly I have cut my card up because it's taking up valuable space in my wallet”

Helpful Report

Posted 6 years ago

“I am reluctant to even give 1 star but no other option. B&Q have got to be one of the worst retailers I have ever dealt with. Their customer support is beyond useless and any guarantees they say they offer aren't worth the paper they are written on. I will never set foot in B&Q again, they will never get another penny of mine. In particular if you are looking to buy flooring for your home DO NOT go to B&Q. If you are looking to invest in garden furniture DO NOT go to B&Q. Finally, if you do already have a faulty product don't waste your time speaking to customer services :(”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Customer service telephone service is APPALLING, totally ABYSMAL. After sat waiting 45 minutes for someone to answer and then get fobbed off to be told 'Donna will ring you back' and then I just get an email NOT SORTING MY PROBLEM OUT. I feel like never buying via B n Q EVER again. Go to Wicks or other DIY retailers is my advice. DON'T GO NEAR B n Q”

Helpful Report

Posted 6 years ago

“Once again i visit my local store in Ashton-under-Lyne to pick up an item and its out of stock even though the website said they had them in. So i go to the next nearest store in Oldham and the same thing again. Spent nearly half an hour in both stores just trying to find someone who could help me, but it seems staff are like stock and dont actually exist. This is the last time i visit a B&Q. Inept, uninterested Staff, (if you can find one) Empty shelves with ridiculously overpriced stock or no stock at all. A complete waste of time and money. You used to be able to rely on this company but nowadays they have become a joke. My last 4 visits to this place have all been a waste of time and petrol money. RIP B&Q. This is one Loyal Customer who wont be returning”

Helpful Report

Posted 6 years ago

“Abysmal customer service ! Sat down with sales representative 8/08/20119 for a Kitchen and Bathroom . Purchased the models that were on display, including for the kitchen the ceramic sink, taps including work surface plus cabinets etc in same colour. Lisa the sales Rep asked if I wanted the same handles as on the display kitchen cabinets I said "Yes" also she informed me I needed to buy the door hinges in addition , as they did not come with the cabinets. Lisa was fully aware of my budget as we sat down in front of the computer with my Builder to complete the order within my budget and myself and my Builder where told all was inclusive in the agreed and final price. Again we were both assured and lead to believe that what we were about to purchase was the exact same kitchen as that was on display on the shop floor and would be delivered in one drop after agreeing the delivery date The following day after placing the order, Lisa contacted me to say on reviewing my order she had forgot to add to the order the bathroom unit legs and I wild need to go into the store to purchase these separately. The items arrived at staggered times, 20 and 21 /08/2019 minus the cabinets doors ? Went into the store to speak to Lisa and find out where the rest of the order was, Lisa was not available or not in store I was told “cabinets” do not come with doors they are a separate item to purchase. When I placed the order why was I asked what handles and hinges I wanted to fit on the doors ? At no time was I told I had to purchase doors separately. Duty manager (24/09/2019) next to useless she was extremely abrupt and most patronising , and insisted this situation was completely my fault and B&Q would not accept responsibility for their Sales Person or mis selling. Then told I am personally at fault as I should have checked the order ! As cabinets are carcasses do not come with doors ??? She said that it should state carcasses on my order and not cabinet ! And everybody knows that ! My order states kitchen cabinets and I was told that cabinets were the complete item I needed when placing the order. B&Q have now tried to sell me the doors at a price in excess of £100.00. Is this the way this store like to do business and make a profit. The customer service I have received has been nothing less than disgraceful and appalling.”

Helpful Report

Posted 6 years ago

“Went to collect my click and collect today £799.98 worth of laminate flooring. The online price was £1.19 more expensive than that shown in both the Scunthorpe and Louth store. Jamie the managers attitude was simply take it or I refund it and you purchase it at the same price once I’ve taken it off sale for 24hrs. Not one member of staff offered any assistance in moving the pack of flooring to my car. Terrible attitude terrible service. I hope it’s better tomorrow when I try to replace the two damaged pack given to me. I Certainly will not be buying the underlay, installation kit, skirting board or finishing touches from B&Q Ian”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,661 reviews