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

“Bought something online with collection in store. They took the money from my account and they confirmed that the product is waiting for me in that specific store( Barnet - New Southgate, London). When I arrive there this is the actually never had this product and they offer me the same thing(diferent brand) but with the price more than four times higher and they said that's the best thing that they can do. When I complained to customer service they reply to me by telling me that's nothing that they can do, store managers take the decisions. Basically the past me one for me another until I give up. And they actually send me an email saying that they give me a full refund because I choose to cancel my order. Is not just that I wasted my time and money but the way how store manager and customer service people treat it me”

Helpful Report

Posted 7 years ago

“AVOID B&Q KITCHENS IF YOU DON’T WANT TO BE REPLACING YOUR KITCHEN AND HOUSE FURNITURE AFTER A YEAR!!! We’ve bought B&Q kitchen and installation through B&Q 2 years ago and 1 year after the installation kitchen started falling apart. When we purchased the kitchen and equipment B&Q guaranteed the kitchen for 2 years. When we contacted B&Q they said that we the guarantee doesn’t cover most things! They said that they will come to fix some things as a goodwill gesture. They send one of the employees to fix a few things (not all of them) during the working hours so we let him in and left in our flat. When we came back our wooden dining table was dusty, fluff was hanging from it and it had huge, long scratches and deep cuts all over it. We found extremely disrespectful than their employees allowing themselves to treat someone’s house and personal belongings like this. It was obvious that our expensive dining table was being used as a tool bench!!! When we contacted B&Q and send the images as a proof they said that we have no evidence against them and implied that we are lying. And of course, there was no apology! Now we are left with £350 worth in damages + the kitchen which is falling apart for which we paid £6,000.”

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Posted 7 years ago

“i wish Amazon gets into hardware so we dont have to put up with this appalling customer services. the worst company ever”

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Posted 7 years ago

“Shocking again at the Wigan store. No-one available to serve me despite a near 20 minute wait... walked out with NO GOODS. Not happy one bit. Useless staff that simply cant be bothered..... Zero stars should be available.”

Helpful Report

Posted 7 years ago

“Have had to return shower kit (return order num 4000387052) , collection happened from second attempt, item was delivered to store, haven't seen money back since then , almost a month passed . You can reach customer service after 20 minutes holding the line, nobody calling back, even when promised, not responding emails, rejecting to send email confirmations.”

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Posted 7 years ago

“!!!STOP DO NOT BUY!!! Before you buy I highly recommend you check Trust pilot reviews Disgusting service, left us a family of four without a kitchen for 7 days after having our money for a month, took another 4 days to get refund, customer service rubbish, offered a £50 gift voucher for our troubles, not even a fraction of what its cost us in putting off tradesmen and having to eat out.”

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Posted 7 years ago

“I was in b&q and yesterday looking for paint I walked up and down the aisles looking for a salesperson spoke to guy who was sorting tiles he said go to customer service they will help you I went to customer services to be told at the desk go back to paint aisle and find someone then she said we are to busy here I went back to paint aisle nobody about I give up after 20 min left with nothing absolutely disgusting servive”

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Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 which today we are told is stuck in your system. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this dreadful for a company the size of B&Q.”

Helpful Report

Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 which today we are told is stuck in your system. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this dreadful for a company the size of B&Q.”

Helpful Report

Posted 7 years ago

“Absolutley appalled. I ordered flooring for both my children's bedrooms and should of been delivered today. The delivery guy stated attempted delivery at 1.02pm he never came. I rung Hillsborough b&q they managed to find out that the delivery guy lied and it was not delivered as was damaged. I have been on hold for 1hr to finally get through to them and say they can deliver and I can't collect in store. I move into my new property on Friday so no my children have no flooring. The guy I spoke to was nice and helpful on the phone but he agreed it was appalling the way I have been treat. I said I would like some discount or a voucher or something he said he could not do that but said he would send to the back office and hopefully they will issue that”

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Posted 7 years ago

“I bought an outdoor extension cord from B & Q. After about a year the fuse blew - it's a 10A. Nobody sells a 10A fuse - not even B & Q!!!!! What a waste - the only option is to throw the whole thing away and buy a new one. What a waste of resources and money. What about the planet B & Q?”

Helpful Report

Posted 7 years ago

“Poor "Click and Collect" service, very very poor custom service, never use again, never. I ordered a chainsaw for a quick job on one Sunday. Two hour later I received "ready for collection" text message and email. I then went to their store in Chingford to collect. They wouldn't release the item, and saying my payment had not been taken, although I could see from their computer terminal that my payment had been authorised. I then left that store, empty handed. Somehow a hour later, I received an email saying the item I ordered had been collected, which I never did. The second day, my payment was taken. I was very unhappy with the experience, so I decided to cancel my order and request a full refund. I called that Chingford branch twice, they said they would take a look and call me back, but they never did. To date, almost two weeks now since I requested the refund, I still haven't received. Just now, I called B&Q custom service, a man served, but just one minute into the conversation, he hung up. I have never experienced such horrible customer service in my life. I will never buy from B&Q again. There are alternatives, eBay, Amazon, HomeBase, or some local hardware shops.”

Helpful Report

Posted 7 years ago

“I could waste time on this review but all you need to know is everyone who’s ordered a kitchen has had same issues !!!! Poor service and missing parts with promised dates not follow through. Like myself.. BEST ADVICE DONT BUY A KITCHEN FROM B&Q”

Helpful Report

Posted 7 years ago

“Seems to me that B&Q homefit is not fit for purpose. Bought kitchen from B&Q and paid for it to be done by them. This was a big mistake. They failed to turn up for installation TWICE. At the start they gave date for installation then the fitter didn't turn up. When I called them they seemed bewildered. Seems original fitter had cancelled but no-one communicated this to anyone least of all me who had taken two days annual leave to be there. My job had not been re-booked. After a strong conversation with the so called project manager a second was date arranged for following week but again no-one turned up. On the third scheduled date a fitter actually arrived and commenced work. However the rate and pace of the work suggested to me that this man was fitting this installation in around another job. It took thirteen working days to refit a small kitchen. There was no good reason for it to take this long. The kitchen is small, no reconfiguration, no gas safe plumbing. Just replacing old with new in the same place. I have put a complaint in writing to B&Q three weeks ago but I have still had no response. This company needs to take a good look at itself. I advise anyone to go on line and find themselves another company to do their fitting. In my experience it is all poor communication and lame excuses from B&Q.”

Helpful Report

Posted 7 years ago

“very poor service from start to finish ordered kitchen Jan told it would be fitted beginning march then told 12th march then told 30th April then 3rd April then 16th April. had we known we would have all the stress of getting it fitted we would have gone else where, very dissatisfied. and taken a week to get the paperwork_ gas cert/electric cert/fitting guarantee and only because I have contacted them to find out why we haven't got them”

Helpful Report

Posted 7 years ago

“I Would Never Ever Recommend B&Q Kitchens!, As A Kitchen Fitter of some 30 yrs experiance, In December 2017 I was asked to fit a B&Q (Cooke and Lewis) supplied Kitchen in Leyland, the kitchen arrived with the usual few parts not delivered, the Kitchen itself was fine, but the premanufactured "Earthstone" moulded in bowl & half sink & top was missing, we were told it would arrive in about 3 weeks time. The van arrived with the missing parts but the driver immediately appologised and said they had not got the sinktop on the van, The customer complained to B&Q and was told that i had refused delivery and had taken it back, needless to say i was very, very angry! but as the customer knew me, i had to hope they took my word over B&Qs. As it was so near to Christmas the customer offered to pick the supposedly undelivered top up from the warehouse, but of course it could not be found anywhere (If it existed at all!), Angryly the complaint was refered to head office, they agreed to send a temporary top, sink, and tap, as it would now be 2 weeks after Christmas before they could get the top to the customer. The top arrived, and the kitchen was finished in January. Now (April) ive had a call to say both bowls are coming away from the top, and after they had complained to B&Q again, they were told that I had apparently fitted the tap in the wrong place, which with 30 yrs knowledge, it isn't! and its actually in the only place it can go!, to say im livid would be a big understatement!, ive now been blamed twice for B&Qs mistakes!, there are many other things that were wrong that i wont bore you with!. Watch This Space, this shxt's about to get real, as ive never come across such a lying, decietful, and disgraceful company in all my working life!. Trading Standards will now be informed!”

Helpful Report

Posted 7 years ago

“Items arrived late. Items arrived damaged. Customer Service very poor. Always told something different. 6 weeks have passed now. Endless promises to get it sorted. They say the "cheque" is in the post. Don't Trust B and Q!!!”

Helpful Report

Posted 7 years ago

“Ordered a £6000 kitchen in January 2018 got told it would be delivered in 3 lots February april and july first delivery fine and on time the second delivery (full kitchen and appliances ) went to my previous address told the delivery drivers thats not the delivery address their response was well you sort it out . Rung b&q crewe branch at 10.15 am to explain the mix up after 9 calls back and to through out the day got told at 6.10pm your order is back at the depot and we ring you tomorrow to sort out another delivery which will be minimum of 3 days if they can get it authorised that soon ??? Totally disappointed with b&q ..... il see if they can rectify the issue tomorrow?????”

Helpful Report

Posted 7 years ago

“I wish I had read all the review sites before placing an order with B&Q, my heart literally sank on reading all the poor reviews. Since ordering my kitchen I’ve had no end of issues caused by B&Q B&Q Netherfield used unscrupulous tactics AND are not to be trusted to do a good job!! When ordered a kitchen from them, they continually lied to me from over promising on the design element and over promised on timings relating to delivery dates, guaranteeing shipment on specific dates. When infact these were not achievable which had a huge impact on the build of my kitchen. On delivery when parts were missing or incomplete they were very slow in resolving the issues and seems not to care when I complained. They’ve sent damaged and or poor-quality units, sold items which were not as described when we did the “build” instore. Overall, I have had a series of issues which I have documented and detailed information which I’ve passed to the store manager, HOWEVER due to the order being taken on a “trade point” account it seems you DO NOT have the same rights to complain as these terms are different for the trader. At the time of the order these terms were not discussed and if I’d been made aware I was handing over rights as a consumer to make a complaint for a discount I may have made a different decision. STAY WELL CLEAR OF THESE CROOKS!”

Helpful Report

Posted 7 years ago

“Tried to order a B&Q IT range kitchen online, but due to the long lead time and the fact that we couldn't find which item was causing the problem we switched to store collection. After driving the 60 mile round trip in two cars to collect, we still had to order the parts that were delivery only items. We have since had to return to store to change items that had been picked from a different kitchen range. We then found this weekend that the hinges that were suggested in store for the 925 corn units don't fit and therefore we have had to order again and pay another delivery charge and wait until the 1st of May for them to be delivered. On the basis that this is an of the shelf range, we are not happy to have paid twice for delivery. My wife will be making the 60 mile round trip again on Friday, to return wrong hinges, the corn post that is not required and return a 500mm cutlery tray that does fit. To make things worse customers services not interested. Will think twice before using a B&Q kitchen for our next development, we haven't got the space time to be messing a round this this...”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

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