B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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

“I would like to say a big thank you to Dawn at B&Q Decor, Stockton who went over and above her day to day role in locating and delivering to the Bishop Auckland branch wallpaper I had seen in the Stockton branch. This act of kindness meant Dawn had to detour from her normal route home. I am extremely grateful for this.”

Helpful Report

Posted 6 years ago

“Bad customer service in store. On the shelf in some I found one of the item that I wanted, packaging was damaged (and taped back up) and the contents partly missing through spillage. I asked at the checkouts if there was more of the product, the assistant phoned to check and was told that there was more if it and told me tonight go back and look on the shelf. Waslked to other end of store, checked shelf, not more. Found assistant in that department eventually who said we had some and took me to same empty shelf. Acknowledged none there, and if it was on pallet waiting to go out he couldn’t do anything about it. Asked for discount for damaged item, he said ask at checkout, went back queued for manned checkout, assistant said she couldn’t do discounts I needed to go back to original department and ask there..... I walked out with nothing having wasted half an hour walking back and forth up and down the shop. Annoyed as specifically went there as online stock check said plenty in stock. Very very poor customer service all round.”

Helpful Report

Posted 6 years ago

“I went to the slough store today and bought a product, took it home and it was cracked and missing fixture and fittings. Had to take it back and was offered £10! I was then asked if I regularly go round stores trying to get money back! Shocking customer service.”

Helpful Report

Posted 6 years ago

“Went to the Slough store - I took the product home and it was cracked and missing fixture and fittings, took it back to store and was offered £10!! And was asked if I regularly go round stores asking for money off - shocking!”

Helpful Report

Posted 6 years ago

“I cant believe I spent over 2 hours picking an order for guttering all the joints, ends , clips angles, downpipe and lengths of drain. I was recently phoned (its MEANT to be online!!??) telling me part of the order wasnt in stock (this is over and above the parts that online last night told me were not in stock ) and have such been canceled. This is 2 hours before scheduled delivery! as I was text with couriers ETA! much earlier! I find this DIABOLICAL the items that are cancelled are the lengths of the drain pipe! BUT YOU SEE FIT TO STILL DELIVER THE CLIPS ETC? I have tried cancelling the rest of order on a 30 minute phone call and as widely expected got nowhere No wonder your company is gong down the pan! We need to ask customers to confirm their address, before we access the order. This is due to data protection. I can see you have already spoken with our Customer Service team today, and they've escalated your complaint under the reference: 8001756394. The relevant team will be in touch with you, to have this resolved. Thanks. Kelli ol HOW WASNT IT RESOLVED EARLIER ? WHY AM i NOW FORCED TO WAIT IN FOR AN ORDER ONLY TO REFUSE IT? As the order is out for delivery today, it's too far gone in the delivery process to cancel. Once refused, a refund can be processed. This has been passed over to our support team, to action this and contact you. Kelli SO HOW COME IT IS NOT TO LATE FOR b&Q TO CANCEL PART OF ORDER WHILE ITS OUT FOR DELIVERY? Brian. As advised, this delivery is currently out with Parcelforce. Kelli YES PARCEL FORCE TOLD ME THIS FIRST THING THEY NOR B&Q TOLD ME THAT THE VITAL PARTS OF ORDER WERE CANCELLED AND YOU STILL PLAN TO DELIVER FITTINGS BUT BOT THE ITEMS NEEDING FITTINGS!!! CRAZY IN THE EXTREME!”

Helpful Report

Posted 6 years ago

“I am concerned about the increasing use of artificial grass on the environment. The rapidly disappearing green spaces in the UK are damaging wildlife and the huge amount of plastic used will be with us for thousands of years !!!!”

Helpful Report

Posted 6 years ago

“I used to work for B&Q and they have definitely gone down hill. I do still occasionally go in there, but I use Wicks as well. B&Q talk about Customer Service, but it is often awful, although some staff are very good. The complaints about Kitchen's & Bathrooms, I know they are all true. People probably don't know that staff are now recruited based on whether they can answer 18 'situational' questions, they refuse to hire anyone, even someone who has years of proven very good customer service in a B&Q store, if they don't answer those questions 'correctly'. From the reviews I have read about appalling customer service in many stores, this approach has clearly backfired on them, but they absolutely refuse to change it. The Diamond Card changes have alienated many older people, now only Seasonal items are discounted on Wednesdays. I have often found a lot of decorating items cheaper in the Range, Wicks and Wilko. I was told by a Tradesman who worked in a Nickle Plating Company, that the plating in B&Q lighting, bathroom items etc.. was so poor it would tarnish or rust very quickly, and this did appear to be the case. I bought a Cooke & Lewis mixer tap, it lasted 8 months, and I had to buy another one from a Store recommended by a plumber. The plumber refused to have a B&Q Trade Card, he would not use their products. It is also true, that writing to the CEO or any other Senior Officer will not be acknowledged or replied to. I did that months ago, & it was totally ignored, because they do not care about employees, ex-employees or Customers if you dare to criticise B&Q.”

Helpful Report

Posted 6 years ago

“We would like to say how much we appreciated the help and assistant we received from 3 of your guys in Tunbridge Wells... Dan (the geordie) funny and very happy to help us with cutting to size a sheet of wood... Andy - 3 times he helped, advised and guided us to where we need to find things (typical floor guy doing humpteen jobs)... And Barry again helped and also took us exactly where we needed to find what we wanted...”

Helpful Report

Posted 6 years ago

“Helen and your colleague in paint dept in Rhyl we would like to thankyou so much for your patience , professionalism and determination to achieve the exact paint mix that we were asking for . We were so impressed that you went out of your way to find a solution to all the issues you were faced with . Not often you come across such fabulous customer service !!! Thankyou so much to you both ladies ,kind regards Maria and Nigel SmythJones”

Helpful Report

Posted 6 years ago

“B&Q Kitchens are the worst company that I have ever had the misfortune to come across! My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family, friendly & trustworthy company to purchase & install their new kitchen. How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE! A VERY brief summary of the issues are - 1. Being messed around for 3 months about an installation start date 2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times) 3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc) 4. Incorrect finish wrong worktops being installed & then replaced 5. Unacceptable amount of snagging items that did not get addressed 6. None existent aftercare Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened We then issued a complaint to the Furniture Ombudsman in 2018. Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement). Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right! Avoid B&Q like the plague!!!”

Helpful Report

Posted 6 years ago

“B&Q are the worst company that I have ever had the misfortune to work with! My parents who are both elderly & unwell have been subjected to a 2 year nightmare that includes us having to take them to the Furniture Ombudsman, winning the case in late 2018 & we still have not got the matter resolved in April 2019. Avoid B&Q like the plague!!!”

Helpful Report

Posted 6 years ago

“Excellent service from Inverness delivery guys no issues whatsoever went above and beyond 😊”

Helpful Report

Posted 6 years ago

“Customer Service and delivery service shocking. I ordered some items for delivery to avoid having to take the kids to the shop. Mistake. Two delivery dates and a week later and still not recieved the items. Due for ‘next day’ delivery.”

Helpful Report

Posted 6 years ago

“Used the Derby branch to purchase and have a few sheets if 18mm mdf cut into quite a number of pieces. Went well with the assistant taking particular care to cut to precise dimensions. Good job!”

Helpful Report

Posted 6 years ago

“I have ordered paving slab for our garden and when they delivered the slabs it was completely different slab from what I've chosen and ordered. So because of the shortage of time from the builder we had to put those ugly slabs on. I don't like the one they delivered at all. Very very disappointed.”

Helpful Report

Posted 6 years ago

“I ordered 5 packs of decking on-line as I promised the mother-in-law I would make her some planters. Delivery day came and I only received 3 packs. The courier advised that they had only received 3 packs from supplier. I called B&Q and was told the remaining 2 packs would be with me a week later. Based on that, I made two of the four planters and decided I would make the other two when the balance arrived the following week. One week later, nothing arrived, so I called B&Q again and was told it was now out of stock. I had to end up cancelling the order. Furthermore, I now have to take the two planters i had made and change the wood I had used as I cant have 2 planters made from one type and 2 made from another. Cheers B&Q! Complete waste of time.”

Helpful Report

Posted 6 years ago

“Ordered £1700 of garden fencing and posts. I was informed 24 hours before delivery that half of the order was unavailable despite receiving a delivery confirmation. I had to delay the builder and try to source replacements. The final part of the order did not turn up on time with no communication causing my partner a wasted afternoon. Poor service, poor communication and the reply to my complaint lacked sincerity. I will not use B&Q again.”

Helpful Report

Posted 6 years ago

“Was buying lots of paint for a house yesterday at Guildford store. Andrea mixed all the colours for us, was helpful, knowledgable and friendly. Thank you, Andrea!”

Helpful Report

Posted 6 years ago

“Bought Jaz outdoor furniture. Unpacked and found top cushion filthy - instructed wife to clean it rather that try and get everything back in the box ! Nice design, looks great but I cannot understand how mass produced elements cannot fit ! Assembled a chair and table fine. Second chair had to be 'pursuaded' to fit together but worked fine. However I did not notice before assembly that the back of the settee was 5mm short of the space for it to fit into. You don't expect that, right, so you soldier on and tighten the bolts. Too late, it distorted one of the uprights. Will B&Q replace it, yes, of course they will, but doubtless only all of it, dissassembled and back in the scientifically packed box. If they would just replace the settee I would be happy but, can I be bothered with the hassle of all of it - no. It will just be a settee with character and hopefully others will heed this review.”

Helpful Report

Posted 6 years ago

“Please do not buy plants from B&Q Please do not buy plants from B&Q Having purchased 2 decorative outdoor fern trees at a cost of £170 I was astonished when they both died after 6 months I contacted B&Q who basically did not want to know saying that their plants are only guaranteed for 3 months They refused to discuss the situation or have any empathy at all (very poor customer service) The trees were planted correctly as instructed by the attached instructions again using B&Q soil products These items were purchased at the culver house cross store in Cardiff So be warned DO NOT buy plants at B&Q use a reputable company who are not just after your money A very unhappy ex B&Q customer”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,596 reviews