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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118

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“DON'T DON'T DON'T WHATEVER YOU DO BUY ANYTHING OFF B&Q THAT NEEDS INSTALLING... : COMPLETE RIP OFFS : OVER CHARGED FOR MY BATHROOM : SHABBY WORKMANSHIP : TOOK OVER 5 MONTHS TO COMPLETE : WIRING WAS WRONG ON FAN : LEFT WITH NO TOILET FOR 3DAYS : FITTERS TURNED UP 1 -2 CLOCK & LEFT AT 4 : SURVEY WAS NEVER CARRIED OUT NEW BATHROOM DOES NOT FIT PROPERLY INTO OLD BATHROOM SPACE : SHOWER DOORS OPENING NOT BIG ENOUGH STEP TOO HIGH : TOILET DOOR JUST ABOUT OPENS PAST TOILET : STAFF VERY ARROGANT & RUDE I JUST WISH I HAD READ THESE REVIEWS BEFORE I BOUGHT MY BATHROOM.. NOW WE ARE PAYING FOR A BATHROOM THAT ISNT WORKING FOR US AND B&Q DONT WANT TO KNOW & WONT RECTIFY THE PROBLEMS TO MAKE US HAPPY WITH OUR PURCHASE”

Helpful Report

Posted 8 years ago

“Where do I start!!! planning process was fine, delivery came on time, all the products looked good and of good quality, then came the fitters OMG what a joke. time keeping was ridiculous, constantly on their phones or having fag breaks, didn't seem to be working to any sort of plan, came home from work to find no splash back above the hob tiled instead, dishwasher and sink in the wrong place, the mess was unbearable and completely unprofessional. my new work top was scratched because they were cutting tiles on it!! had to be replaced 10 days after kitchen was finished. my dishwasher socket has been put directly under the waste pipe for the sink so if there's a leak the water will run straight into the electrical socket. The tiling is horrendous, really bad cuts and joints and my grey grout is two different colours, had someone from B&Q to come and look at it and they agreed it was a terrible job and said I would be refunded for the tiling, that was three weeks ago and I'm still waiting. The whole experience has been a complete nightmare and I would never recommend B&Q to anyone, all the rubbish was left on my drive and the old grout water chucked up my fence which now has to be repainted, it took us two days to clean the kitchen once they had left before we could reuse it, but couldn't get all the old grout and tile adhesive off all the units as it had been left so long it was rock hard. Took loads of photos to back up our claims and B&Q only gave us £175.00 compensation on a £9500.00 kitchen ruined. a complete Joke.”

Helpful Report

Posted 8 years ago

“Don't use homefit unless you can be at home every day. The fitter turned up twice at different times to I had agreed before the job started and wondered why I was not in. The waste collection team turned up twice when I hadn't been told they were coming so I wasn't in. I took a day off work and waited in all day for the team to collect excess stock but they didn't turn up. When I rang up to find out where they were I was told they didn't come because they 'didn't have any paperwork'. Also, I was told I would be without cooking facilities for 3 days and the job would take 5 days, but both actually took 15 days.”

Helpful Report

Posted 8 years ago

“Waiting months for a door for a kitchen. Now it's lost in the post with parcel force. I contacted bnq and they say systems down. Typical. I'm not useing them again and stop fitting kitchens as customers won't pay as kitchen is not finished.”

Helpful Report

Posted 8 years ago

“Had a bathroom fitted by B n Q which started leaking. After almost 4-6 calls per day and 2 full weeks later someone came to inspect the leak. This turned out to be a visual inspection with zero attempts at finding the fault. We were told a PM had to come to take a look next. The PM came 5 days later. A third visit was organised 3 days later, and thus installer finally tried to find the fault and offered a temporary fix so we could use the bath. 3 days later we noticed the leak still continued. So we phoned in and we have been advised by customer service not to use the shower. If you need a bath use the sink! Or go to your friend's house and shower! And then the rep went on to mention how she couldn't believe that the temporary fix didn't work and even had the audacity to mention the fix may have been tampered with! I don't understand how such people even have jobs! They clearly don't give a damn about their customers, they'd like to do the bare minimum and get away with it. It's really appalling and frustrating. I phone in every day over 5 times to no avail. Never ever go with B&Q. I regret not listening to the other reviews on them. Stupid me!”

Helpful Report

Posted 8 years ago

“Wrong item delivered, no refund until incorrect item is collected by DX. Original item not in stock so order can't be fulfilled, but still no refund. Not my fault, but now my problem as no ordered item and no money. It's not good in any way”

Helpful Report

Posted 8 years ago

“Ordered a garden furniture set, what arrived was a table nothing like the one ordered and no chairs. Went through customer support, apparently chairs unavailable and I'm left with a table I can't use or store, no chairs and can't have my money refunded until table they wrongly delivered is collected by them. So no furniture , no refund. The chairs are unavailable but still can be ordered and paid for online ? It's not good ....”

Helpful Report

Posted 8 years ago

“My parents with a combined age of 168 years had a bathroom installed a few years ago by B&Q. Cost £8000. The guarantee is to expire next April. The floor tiles have kept cracking since installation and my 85 year old mother finally insisted there was a problem with the sub floor. B and Q returned and upon lifting it appears the floor boards AND joists have rotted. B & Q admit this is entirely due to their faulty workmanship. So far my parents have been without a bathroom sink of any sort for six weeks and now without a shower (in a one bathroom house), for over a week. B&Q are refusing to extend the guarantee after they reinstate the bathroom. Based on workmanship to date this does not inspire confidence. I intend to go to BBC watchdog or similar - I cannot believe the constant procrastination and delays and blatant disregard for elderly peoples basic hygiene. Disgusting - the MD of B&Q would never be treated like this.”

Helpful Report

Posted 8 years ago

“Please just avoid I've had a nightmare with B&q I've spend 6k on a kitchen and extras e.g doors tiles floor in the last 8months as soon as they had my money I knew I had made a mistake with the failed deliverys bad communications constant out of stock message one day before delivery then when I thought I didn't have to have anything else to do with b&q my fridge broke after 4 months the repair team took a month to come to terms that they could not fix the fridge when I rang up to complain to b&q they could not care no compensation no apologys so now I'm looking to escalate things by going to the appropriate authority's and complaining please what ever you do don't deal with b&q no matter how much you spend they can not organise a delivery do not take responsibly and are incapble or making good I nor my family will being stepping in to a b&q again”

Helpful Report

Posted 8 years ago

“We contracted with B and Q to renew our ensuite last October. The job has just been finished 5 months late. An out of date catalogue, appalling communication, haphazard systems and chaotic deliveries all added to the problem. Looking at other reviews I wonder why on earth we went to B and Q and regret our decision. We'll never come back or recommend B and Q to anyone. I wish we'd gone to Wickes.”

Helpful Report

Posted 8 years ago

“I paid for the bathroom in May 2016, however it took them 6 months to find a fitter, this didn't go particularly well, but I was pleased with the finished bathroom, however roll on 7 months and the shower head has split, the sink plug hole has come apart and the now the toilet won't flush and they can't get a fitter under the guarantee to come out until next week!! I cannot warn you enough, DO NOT buy from B and Q”

Helpful Report

Posted 8 years ago

“after I bought a fridge, it did broke in less then 1year, when I did try to contact customer support to talk about it, I had to wait 30min to receive an answer that the model is to old and I have to contact the seller, when did try to phone the seller, they did try to put me into contact with kitchen service, no one answer, I left my phone no, nobody did call me back in 3 days!!!!! so I had to go personally to them to talk about problem, when I did told them I am unhappy with their service and ask for refund for broken fridge, they did tell me that the manufacturer have to deal with it, when I do call manufacture, they did told me that is seller business...B7Q workers have no Idea how to deal with customer problems, so they just try to pass the customer to somebody else, avoid to buy from them anything!!!!”

Helpful Report

Posted 8 years ago

“Their kitchen service is a joke. Poor planning, poor communication, incorrect delivery, failure to refund where needed. Still chasing them but as you never get through to the same person twice it is taking a while.”

Helpful Report

Posted 8 years ago

“We had a bathroom fitted, despite pointing out pipes were loose over two week ago we have had no response. Unsurprisingly the leak is now worse and flooding our newly laid carpets in the hall. Clearly amateur fitters who don't check work. Had kitchen done st same time by a local company with no problems. Don't use B&Q they don't provide after care service and use shoddy cheap fitters. Only interested in your money”

Helpful Report

Posted 8 years ago

“Hi, we bought a kitchen recently from B&Q spending over £4000, after we found a damaged item and returned it to them asking for another undamaged unit. They collected the damaged unit, but never returned the good one, as I've been to them 5 times in 4 weeks and keep getting a date of delivery, but nothing happens.... Also we changed our mind and bought a bigger work top and returned the small one, so they made us pay for the other one, collected the other work top , but never refunded the money.. Absolutely disgusting, never will deal with them again...”

Helpful Report

Posted 8 years ago

“Absolutely rubbish from top to bottom I had a bathroom supplied and fitted by them.They claim that their fitters are all trusted traders but in reality are no better than mediocre diyers”

Helpful Report

Posted 8 years ago

“Oh dear. What to say. Tried to buy a Weber e-310 Spirit BBQ for £497. Stock checker showed in stock so turned up to pick one up. Low and behold no stock except the display model. Ask if i could buy it - flat no. No help, no we can order one for you, just no. Ordered one online for £20 and was delivered next day. B&Q you don't have to look far to see why retail is dying.”

Helpful Report

Posted 8 years ago

“Would advise people to steer clear of B&Q at all costs. Nobody knows what they are doing. Ordered new bathroom. Took delivery with parts missing. Installers never turned up. Trying to cancel is a nightmare and they try and make out that you are at fault. Not apologetic nor any attempts to make things right. They are an absolute joke. They promise call backs but never ring. I would say to people if you want hassle free DO NOT USE B&Q - YOU HAVE BEEN WARNED!!!!”

Helpful Report

Posted 8 years ago

“RE: Orders 0077407566 and 0077351990. I've written about B&Q before and they still have not improved. This order was placed on Saturday 27th May and I chose to have it delivered on Thursday 1st June, my chosen day. I waited in all day and nothing turned up. I had called them a few times this day chasing up the status. I was assured it will turn up. Nothing had arrived. I called B&Q again at 6.45pm to notify them and said they will call me in the following morning with an update. I called the next day at 10am as I didn’t hear back from them and then was told they will chase up parcelforce. After which, they assured me that it will arrive by end of the day and that Olivia from parcelforce will call me within ten minutes. She didn’t call at all. I then called again about 3.30pm and you traced the status of the parcel and was told it will arrive on Monday now. I was not happy and quite irritated as I had taken annual leave off work for these days to do some clearing and needed these items, and these days had been wasted now. They didn’t know what to say to me on the phone as I was quite upset and they wanted to end the call, by saying “thanks for calling”, and “thanks for calling B&Q”. He did however give me the tracking number so I can track it myself. However, the shelving unit (5 Tier) arrived later that day, as well as the other modular units EXCEPT the 3 Cube Modular. The boxes were all a bit battered. I assembled the 5 tier shelf unit but some of the bars was bent, and one rubber feet was missing! As the box was battered, I assume it fell out during transit. As for the modular cubes, I assembled them. But the corners were chipped and scuffed. Not good for something I’ve paid for. Come Monday, I tracked the parcel myself, only to see that the 3 Cube modular has been sent back to B&Q!!! I phoned up yet again. They didn’t know why it was sent back but assumed parcelforce has damaged it. So a replacement had to be sent yet again for delivery next day. This was my last day of annual leave I took and it did arrive on Tuesday. I assembled it but again, the corners were chipped! Although, this was the one unit in best condition out of the three. This incident follows on from a previous order I placed, on Saturday 20th May, order number 0077351990. This was for two plastic window boxes, a flexible cable and a plastic storage box. I mainly wanted the storage box and bought the other bits to make it £50 so I could get free delivery, but paid and extra £5 for Sunday delivery. The order arrived the next day but without the storage box. So I called up and complained about this (when I can get through to their “ever busy phone lines”). I said I really needed the box. She said parcelforce still had it and they didn’t deliver. So I cancelled this as I needed it asap, so went to a local DIY store and bought one. Also, one of the plastic plant trough was cracked in the corner! I also asked for the £5 next day delivery refund as I paid for this extra yet the storage box didn’t arrive. There was some confusion as she didn’t even know that was an option! So They aren’t even fully aware or trained. She said she will check with a supervisor. After a few minutes on hold, she said she WON’T refund the £5 charge as other items had been delivered (although these bits, I could have bought in store and not my main purchase). So all in all, the service has been totally shocking from them. Waste of time, and waste of money, shoddy delivery and chipped products or missing parts. I was advised to call their customer services after the final delivery to make a complaint/claim. I've complained to them and they had 2 weeks to reply and they haven't bothered. Absolute farce.”

Helpful Report

Posted 8 years ago

“Ordered a kitchen to be installed. Middle of the range cost about £12k excluding appliances. Kitchen was planned and fitted by B&Q appointed fitter. We had tiles on floor and walls done too. The plan looked good online but the kitchen was very poorly installed. An amatuer could have done a better job. The kitchen plan turned out not to be so good. The main kitchen door would not open fully once the new kitchen was installed, and the units didn't line up by the door either. Splashback was installed wonky on a flat wall, extractor was hanging off on one screw so wobbles and vibrated, lots of gaps by the sides of units, and not very level either. The tiling was ok, and none have cracked so far. We had to complain about all the problems, and refer to the furniture ombudsman. It was a pain and took time to sort out. Our kitchen still looks pretty badly installed. My advice is go elsewhere for your units, they are all the same. Find your own fitter who is competent and has a good reputation.”

Helpful Report

Posted 8 years ago

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