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

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

“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

“Never ever again b&q. Useless service. Kitchen design had to be amended by the builder because it was so awful. Items that were not in stock and never would be again were sold to me so I had countless visits to the store to resolve and staff were gormless at best. Customer services workers were a bit brighter, but most issues had to be resolved in store. Finally my kitchen was delivery in 4 separate deliveries 3 months apart.”

Helpful Report

Posted 7 years ago

“If I could rate them at zero I would. Ordered 4 storage boxes delivered day before I requested them but luckily I was in to receive them - delivery refused as all 4 boxes badly broken. Phoned B&Q Customer Services and after 30 minutes on the phone this was reordered for another Parcelforce delivery the next day. The same happened again - all boxes broken. Phoned again - waited 30 minutes and offered refund. Refund received and told to call for a gesture of goodwill - again 30 minutes on the phone - offered £25 Gift Card that did not materialise - phoned again and after another 30 minute phone call (2 hours in total - disgusting) and told this call wasn't logged. Now referred to a supervisor who will deal with within 7 days. Decided to purchase my shed, cordless drill and all other diy supplies from other suppliers. You've lost my custom now and for ALL FUTURE PURCHASES.”

Helpful Report

Posted 7 years ago

“when I go online 80% what I want to get at Skegness is not stocked, what the point of your web site if you don't stock 80% of what you advertise? thank goodness we have MKM and screw fix around the corner of your b&q!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“We bought a shower enclosure back in June 2017. Had it professionally fitted etc. Showering in March 2018 the door shattered into millions of pieces, cutting my arm etc. Customer service didn't want to know, blamed us (!!) but asked for 72 working hours to look into it. When we finally chased them for their feedback they lied about emailing us, and asked for photos. Photos of what? shattered glass in a bucket with my blood and cuts on my arms which 72 working hours later, have begun to heal. We weren't allowed to speak to the customer services manager, just some pleb reading from a script. Awful. We only wanted a refund to buy a replacement as funnily enough,the one we had they no longer sell....hmmm. I will go out of my way to NEVER buy from them again, I'm disgusted.”

Helpful Report

Posted 7 years ago

“Now Seven weeks into what was supposed to be a 2 week job for my daughter and her partner's kitchen fit and B&q still haven't managed to deliver all the correct items to finish it! Daughter is getting very upset. B&Q have delivered incorrect parts several times, failed to deliver at all several times, failed to respond to messages, customer service very hard to get a timely response. What on earth is wrong with their customer service/ delivery team interaction? Absolutely terrible service”

Helpful Report

Posted 7 years ago

“disgusting service after taking my money everything went wrong diabolical”

Helpful Report

Posted 7 years ago

“Two separate visits (to the Durham branch), two separate conversations: Me: Do you have any raspberry canes, please? Assistant: [Pause] Ermm. No. We do have bamboo canes. _______ Me: Can you tell me where masking tape is please? Assistant: Masking tape? D'you mean duct tape? Me: No. Masking tape. Assistant: Gorilla tape? Me: No. Masking tape. You put it on glass to keep paint off it. Assistant: Dunno.I'll ask [contacts someone on two-way radio] _______ The staff in this branch are, basically, shop assistants who don't know anything about DIY, tools, paint or gardening. They have an unhelpful, casual attitude bordering, in some cases, on rudeness; they make you feel that you're being a pest if you ask a question (to which they're almost certain not to know the answer); there seems to be no proper staff supervision or performance management at all. A disgrace; shameful - don't go there if you can go somewhere else.”

Helpful Report

Posted 7 years ago

“Delivery of a kitchen work surface. Attempt 1: gave me the wrong time for delivery, but when they finally arrived would not drive up the lane as worried about getting through. Previously I have had a complete kitchen delivered by B and Q to this same address. Attempt 2: arrived with a smaller van, but only one man. The work surface is 3 metres long and 7 stone in weight. I assisted him to get up the 3 sets of stairs, to the detriment of my own health. The manageress at Wincanton (DX, who were sub-contracted under the name B and Q Deliveries) claimed they did not send less than 2 men out, and that it was the driver's fault (yes, that is what she said!). B and Q customer service did not respond to my first complaint, and when I called the second time told me it had been dealt with and that it was DX's policy not to deliver with two men, so that was it. Somewhat contradicting what Wincanton had told me. Not B and Q's fault, but the contractor's (yes, she said that!). So...B and Q are officially sending out 1 man to deliver 3 metre lengths of work surface...and clearly expecting the customer to lug it into their own property. The previous delivery I had of 2 doors was simply dropped at the doorway when I was not there. I am following this latest incident up, not least with Health and Safety, but it is clear that when B and Q say they deliver, they are not telling the whole truth as all deliveries seem to be via contractors and they seem content to blame shoddy and dangerous delivery practice on them. It is unfortunate how B and Q are steadily declining, but I am astonished to hear that they deliver 10 foot lengths of worksurface with one man as policy. Too bad for all the elderly ladies who will have to help carry the heavy and bulky items into their own property. A shambolic company nowadays. The customer complaints lady refused to refer me to anyone else to address my complaint initially, and they had not even bothered to respond in any form to my original complaint. Catch 22 : you complain, they write it on their computers and then ignore it. Totally unsatisfactory experience.”

Helpful Report

Posted 7 years ago

“Ordered fencing, then I was given a contact number of delivery company by your online co to check on delivery dates. On doing so was told that, not only did they not do home delivery on this item, but had informed B&Q online several days earlier. having booked in a company to assemble the fencing, you can imagine how annoyed I was. If I could have given you no stars, I would. Consequently I will not be giving any further custom to your company.”

Helpful Report

Posted 7 years ago

“No protective packaging available when buying fragile items. Attitude of customer services was that they didn't care. Do not buy fragile items from b and q, they do not deserve your custom. Go to someone who does care”

Helpful Report

Posted 7 years ago

“I had builders in to carry out a number of home improvements including a new ceiling and downlights. They asked me to pick the items up and they would install them. I picked a load of items up from B&Q and when they came to install the lights they contacted me to say the ones I had picked up were not very good but they would install them if that was what I wanted. On their advice I picked other lights up from B&Q and dropped them off for installation. When I returned the other unwanted and unused lights back into store I had the misfortune to be dealt with by a member of staff who was obvious in her disdain in wanting to deal with me. In brief she was rude, snappy and ignorant. I have never been dealt with like that by a staff member in my life before. The nicer I was the more contemptuous she became. Eventually I had enough and so for the first time ever I sought out and spoke to a manager. I advised that I wasn't making an official complaint but would never be back in the store again and no longer even wanted the refund I was due. I left him to make arrangements for the refund to the charity Shelter. As someone who suffers from a disability requiring medication and oxygen the experience was most unwelcome.”

Helpful Report

Posted 7 years ago

“After much research I decided to use B&Q for the purchase of new wood work surfaces for my kitchen. Once I had located the items I asked for help. I then stood waiting for 10 minutes after asking a further two times to see if someone was coming. I was going to spend a considerable sum, but will go elsewhere.....I will not use the Darlington store again!! On the way out I passed four members of staff chatting with each other! Business is obviously that good you can be selective!! Poor service, poor staff, a managerial review would probably be in order!!!”

Helpful Report

Posted 7 years ago

“Had a complete bathroom installed by their fitters. Ordered in early October, install not started until mid December, not informed of the delay at the time of ordering. Expected one delivery, several were made even had some during the install. Some deliveries they refused to take upstairs so the hallway was cluttered for days at a time. During the fit he installed the radiator valves sticking out at different angles, complained like mad when I said they couldn't stay like that. Used tiles from boxes with 5 different batch numbers, some grey tiles were used instead of the brown, and insisted that he had checked them and they were all the same. Numerous leaks around shower enclosure that just had more and more silicone on making it look a right mess. After he had done, we got the installation manager round to point out the problems. One of the things she said was that the shower cubicles were not waterproof as it was still leaking a small amount. Called the BQ helpline to check whether they were or not they were waterproof and was told yes all their enclosures were definitely waterproof. A long list of things to fix was agreed. Different (at our insistance) fitter was sent round to fix the issues, he told us he was allocated 3 days. He took 10 minutes to decide that the whole bathroom should be redone again. Whole saga of deliveries again, different fitters did a much better job, still had leaks. One was so bad that a plinth needed to be replaced. Eventually we were happy with the state of everything. After a couple of months a large bubble appeared in the shower base. New one needed. When old one removed the problem was caused by a large hole in the floor that the two previous fittings of the shower base had not bothered to cover. One of the things that the first fitter did was cut the bathroom door bottom freehand leaving a wavy edge and a large gap. This required the replacement of all the doors in the house as they matched and the type of door was no longer available, BQ refused to replace the downstairs and only did the upstairs. When I rang to say some of the doors rattled because the trim had been fitted too far away, the installation manager said all the doors in her house rattled, not the sort of thing I would expect to be told, just accept the problem and have it fixed. My advice: keep well clear of BQ installations as their "expert" fitters vary wildly in ability and competence.”

Helpful Report

Posted 7 years ago

“I booked an apt on line for a free home design visit. A lady called Keisha rang me and spent nearly an hour going through all my requirements and booked an apt for me. She then called me a day or so later to advise that this will cost me £50.00 for a home visit, so we cancelled and I agreed to get back to her when I was ready to book a free instore appt. When I was ready, I emailed Keisha and left a message with a colleague for her to call back but received no call back. I then rang again and was promised a call back. I did not receive a call but Keisha then emailed me that evening and we agreed a new date for instore morning visit. The day before my apt I was contacted by a member of staff to confirm my apt however they had my apt as an evening home visit! I had to explain all the above and despite having an email from Keisha confirming my apt I was told I would have to make a new appointment. They said she had put a different time on a sheet and different on the system. This was the only day my husband and I could have attended together in this current month. I then had to agree to a new apt date where I would attend on my own. I asked for email confirmation of my appt. 3 days later after not receiving this I called them again to check appointments were booked. Keisha answered the phone. I explained that her colleagues had told me that she had not booked my appts correctly and she then accused of me being rude and threatened to hang up the phone. I asked to speak to her manager who was busy and would call me back. I wish I had read some of the below reviews before as I would not have bothered to even attempt making an apt in the first place.”

Helpful Report

Posted 7 years ago

“I ordered and paid for a bathroom 8 moths ago and am still waiting for a finished bathroom.They fitted the incorrect toilet and head told to collect the replacement from the post office depot !!!!After numerous phone calls it was you be delivered to the nearest store but it arrived damaged.Still waiting.”

Helpful Report

Posted 7 years ago

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