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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Thank you to Ste at Bolton B&Q for helping me with my bathroom door handles, great customer service and advise”

Helpful Report

Posted 4 years ago

“Fantastic social distancing measures in Bridgend store also under the current circumstances the staff are friendly polite and very friendly.”

Helpful Report

Posted 4 years ago

“First time in store at Peterborough since lockdown! Great social distancing! Loved the lady on duty keeping everybody social distancing waiting to be served, if every business had her we would soon get rid of COVID, she was was amazing.”

Helpful Report

Posted 4 years ago

“I telephoned the store in New Malden to question a drawing in a manual for a 2 x 8ft extendable ladder which I considered wrong (p16) I was told that the manager was to busy and would I bring the ladder into the store! Considering that was not the question and if it was he could have looked at one in the store. Idiots!”

Helpful Report

Posted 4 years ago

“Wouldn't recommend to get anything from B&Q!! Poor customer service when rang them and cut me off twice. They mistake and they wouldn't accept they fault in this as wrong bath was delivered. Exchange a bath takes up to a week and that is really poor. Blamed the covid -19 issue and also due to short of staff. Please don't bother with this perthetic company.”

Helpful Report

Posted 4 years ago

“Purchased two bathroom taps, the best delivery was a week after purchase. Website stated DELIVERED, not delivered tried to get hold of somebody by phone, IMPOSSIBLE ! left waiting them get cut off. Emailed NO REPLY! Got text following day saying delivering today, Still waiting!!!”

Helpful Report

Posted 4 years ago

“Ordered a kitchen paid in full 3rd sept. Due date 15th oct it never arrived and no one at all has a clue what there doing. !!! Got another date for 21st and as you can guess it never arrived. Ive had to cancel the full kitchen due to pure incompetence and an attidude of no one cares. Now to be told i have to wait for a refund and they dont know how long. Dont ever go here for a kitchen they are horrendous with a complete lack of customer care. I will say again dont go here !!! This was in the wallasey branch in wirral”

Helpful Report

Posted 4 years ago

“Pontprennau store today. The paint department were exceptionally helpful today. I just enquired about 2 paints where the colours had been discontinued. The young lady took the time to look them up despite not even knowing the brand and then actually offered to make them up for me. I never expected to find the originals let alone walk out with a tin of each. Very happy.”

Helpful Report

Posted 4 years ago

“DO NOT BUY A KITCHEN! (Or anything...) Wow, I think I could write a small novel on how bad B&Q have been from start to finish!! Where to start? - B&Q constantly sending out the wrong size van down a small road. 3 times running they have sent out a massive 18tn truck despite giving me their assurances every time it would be a small van - Due to oversized trucks we have had this kitchen delayed over and over, the whole thing has taken 3 weeks not 1, that's 3 weeks living at alternative accommodation - Deliveries disappearing- one order never arrived. They don't know why or where it is (still waiting to find out). If I hadn't contacted they would never had said anything...just never delivered the item?! Cue, another 3 week delay for missing part, amazing. - Measurements taken at the order stage were not followed so consequently we had loads of things that wouldn't actually fit - B&Q cancelled items randomly at the last minute- I got calls from them saying, 1 day before the delivery (and months after the order was actually placed) that suddenly they didn't have certain items?! - I contacted the customer service approximately 25 times and despite the best endeavours of their better staff, they literally can't do anything, can't help. I was told different things literally every call?! 3 calls running I was told my order was in 3 different locations! - It beggars belief, I wish I had read reviews and never ordered anything from B&Q. Will never make a big purchase their ever again”

Helpful Report

Posted 4 years ago

“New kitchen not fit for purpose, B&Q not interested after 5 year period. Would not purchase from this company again”

Helpful Report

Posted 4 years ago

“poor service, constant issues with delivery, damaged item the list is endless. AVOID”

Helpful Report

Posted 4 years ago

“Ordered 3 items online . Only 2 were delivered . Contacted customer services to advise the picking error . Then received a reply telling me to contact the store in Portsmouth . If I wanted to visit a store 60 miles away I wouldn’t have ordered online .”

Helpful Report

Posted 4 years ago

“So I went to shop at the B&Q at Garthdee, Aberdeen. It is on a site with several megastores. Parked the car at B&Q as I was planning to buy some heavy items there but started the shopping at a Booths nearby. On coming back some 30-45 minutes later I noticed I had received a parking ticket. As I ‘had left the site’ B&Q thought it good policy to charge me £70. I politely disagree. Whilst they can have their £70 today I will avoid this store like the plague in the future. That is no way to treat your customers.”

Helpful Report

Posted 4 years ago

“am writing to complain about the delivery and unacceptable customer service we are receiving from B&Q. Our kitchen was ordered through yourselves on the 17th August to be delivered on the 3rd October and then to have 5 cupboard doors arrive the following month. The kitchen was delivered on Saturday as stated but not the full items specified. However the delivery driver was acceptionally rude and made my wife and i carry the majority of the kitchen from the lorry to our house as they could not park directly outside, there was also some damage to the counter tops that we have had to rectify. the only communication we hasd from him was there was 1 item missing. however Side panels, drawer fronts and the sink and plumbing where all missing, this was kindly resolved by Mike personally delivering the sink unit from the cannock store. After multiple phone calls to the customer services and getting no answers we went through yourselves at store to find the order had actually been split into 3 delivery dates without any form of communication. Since saturday i have been trying as has yourself and Mike in store to find out what is happening with my kitchen, every day i have been informed to expect a phone call and i have had none. yesterday we spoke to inform me a manager would be ringing me, it is now gone 4pm on thursday and i am still none the wiser what is happening. I then was informed by yourself to ring customer services who in no other words 'fobbed' me off and did not wish to listen to my complaint. I have paid for a kitchen fitter to fit my kitchen to which i have had to cancel him after just shy of 2 days work as there isnt anything else to fit. currently my living room is fitted out as a makeshift kitchen and we are living upstairs. Due to both my wife and my line of work, taking days off is difficult and to be messed around waiting for a kitchen to which i am still unsure it will arrive in its entirety as i have not actually been told isnt an option. This has been a stressful and traumatic experience as the product and service we have purchased for a large amount of money has not arrived and and we still do not know what is going on. This is past being unacceptable. This needs to be resolved ASAP and we are in the process of seeking legal advice”

Helpful Report

Posted 4 years ago

“Awful. Was supposed to be delivered on one date and 3 cupboard doors a few weeks after (3 doors does not affect anything) On the day of delivery hardly anything turned up. Had a kitchen fitter who we still had to pay. They said it had been split into 3 deliveries so we still don't know when our kitchen will be delivered. We are currently without any kitchen. No one will answer the phone to let us know what is happening. DONT BUY YOUR KITCHEN FROM B & Q so far we have paid thousands for something we are yet to receive. On top of that the delivery driver made me carry out kitchen from the lorry to the house because he was annoyed he could not park in the street. I have been in pain since.. I am not built to carry work tops.”

Helpful Report

Posted 4 years ago

“Laurence from the flooring department @ pontypridd b and q assisted me on 05.10.20. Excellent customer service skills, patient and most helpful-nothing was too much trouble especially as I needed lots of assistance with the correct measurements and types of flooring.”

Helpful Report

Posted 4 years ago

“A damaged parcels lead me to a negative review. The attached screenshots will show you the damaged parcel and my review, unpublished by B&Q. I think that say all about this company...”

Helpful Report

Posted 4 years ago

“Would like to say just how helpful Matt was at B&Q kitchen centre at Cwmbran nothing was to much trouble he is knowledgeable and friendly Thanks Matt you made everything so easy,Mick & Gill”

Helpful Report

Posted 4 years ago

“I have trusted and been loyal to B&Q for years now but ---- I ordered some kitchen worktops 3/9/20 for delivery 25/9/20. I had various contacts from their warehouse/transport confirming delivery would be made between between 08:00 and 18:00 but I would receive a two hour time slot on the day. 25/9/20 arrived and no time slot or other comunication but I trusted them to deliver by 18:00 abd had kitchen fitters coming to fit everything on Saturday 26/9/20. 18:00 arrived and still no delivery or comunication. I called customer services and after a long call and much holding on they promised to call back. No call back on Friday so I called again on Saturday Same result a long wait and no call back as promised. I sent the kitchen fitters away but had to pay them some money for their wasted time. I called again on Saturday afternoon same result. and again on Sunday. All of these calls were to home based operators but I managed to obtein a direct email address for customer services so sent a long note asking for information and some contact to resolve my problems. No response yet after two days and further calls to home based staff asking them to have somebody call back with some details and resolutions. If anybody can offer advice on how to get action I would appreciate it. Absolute rubbish so far.”

Helpful Report

Posted 4 years ago

“Website absolutely useless”

Helpful Report

Posted 4 years ago

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