B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,580 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,580 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

“Visited Hull Ferry Lane and asked a question to a lady on the till and she was very abrupt and rude!! How she works in customer retail I have no idea! I was spoken to like a five year old. Unhelpful to say the least, I wouldn’t return to this store. I do have her name but I won’t name and shame on here! But then I asked a lovely chap called Nigel and he went above and beyond to help and he sorted us out. Lovely man, an asset to the company. I do believe he was partially blind too, nothing was any trouble, brilliant customer service, just a shame about the snotty lady on the till. Time of visit 12.45 30/11/21”

Helpful Report

Posted 3 years ago

“Helped sort flooring by David W of B&Q Gloucester who appeared and said "I will be with you as soon as I have dealt with this customer". He appeared back and was very knowledgeable and very helpful and we got all we wanted. Hes a credit to B&Q.”

Helpful Report

Posted 3 years ago

“Great service from delivery guys. Phone call prior to delivery. Efficient and cheery.”

Helpful Report

Posted 3 years ago

“Bought and paid for a drill on line for delivery, all accepted and received confirmation and then hours later received order cancellation. No explanation and no apology just a cancellation. Went back on site and saw the drill wasn’t now available for delivery. The arrogance and lack of information associated with the cancellation notification is quite unbelievable- customers must be such a pain!!”

Helpful Report

Posted 3 years ago

“Lying information! The models shoe's they offer was 37eu, when the cashier scan the box says that this prise is 64eu.???!!! I make order close to 200eu and cancel because they Lying. Its not correct to offer something with discount and than to charge double!?? Merry Christmas!”

Helpful Report

Posted 3 years ago

“Appalling. The day before delivery they inform you that some items will not be delivered as there is a stock shortage. I think that is a case of wait till the last minute and they won't/cannot cancel. Waited 4 weeks. What's another indefinite date for delivery.”

Helpful Report

Posted 3 years ago

“Weymouth store… manager rude, patronising and devoid of customer service skills. Had tester mixed previously, took my details to save so I could return to purchase. On return details not saved which he said was not their fault it was the system. Asked if next tester ( for a remix which potentially is different) would be free? No not his fault so we had to pay . Aggressive body language and threatening stance.. accused me of making him feel threatened ( I’m 61 and 5’3” quietly spoken) which appears to be stock response as heard him say same to another customer. He then told me I can shop elsewhere… staff on tills looked resigned and apologetic.. I will never shop there again”

Helpful Report

Posted 3 years ago

“The lack of updates to myself from B&Q was VERY poor. The delivery was scheduled for Thursday AM, (the small items arrived however the bulk items did not and the order was marked as complete on the app). I contacted customer service where i was advised not to worry, the bulk delivery will arrive between 1.30 -3.30 that day. I waited.. no show. Nor did anyone inform me it wasn’t coming. I contacted B&Q again, who said wait for a call from store that evening..store never rang. The next day, i still hadn’t received a call from store so I tried to call the store and resolve at the source, thinking that the items could turn up on Friday without and update.. store do not take phone calls, which is frustrating. I rang customer service for the third time where i was informed the wagon could not access the house and re delivery is scheduled for Saturday. The access issue I understand, its the very poor communication from store to myself that is the issue, why did it take me five phones calls, two days and time out of work for someone to tell me this information??? Not great. The call concluded that it was “AM” delivery but they couldn’t provide a time, just a txt and a call half hour to an hour before its delivered. At this point my confidence in receiving a call from B&Q was NIL. Anyway, i did receive a txt for “PM” delivery (another change-but ok). Saturday morning, I rang i rang to get a window or idea of delivery as the house is a building site and the moment and not lived in. I rang B&Q for a fifth time, where I was told me between 3pm-5pm. This was ok, i understand an exact time cant be given. However, I got a phone call from the driver at 13:17 saying he was outside the house. As you can imagine this i wasn’t there and already annoyed by the messing about and sheer lack of poor communication and customer service from B&Q. When a consumer had pre paid for a service, expectations are to be delivered. Communication is nothing to ask, i have worked in customer service for 17years and found this one of the worst firms to deal with. The store is at fault for not contacting me as soon as the wagon had to change the route. The failure in customer service has resulted in an unhappy customer, who will leave a bad review and inform their associates that B&Q have poor communication skills, resulting in delays and unnecessary stress to reorganise the consumers schedules. For £30 delivery, i would expect it to be right and when delays occur to have the courtesy of informing the buyer.”

Helpful Report

Posted 3 years ago

“I ordered a solar security light on line making sure they were in stock. I paid had confirmation and told to collect within 1 hour. I drove the 7.5miles to the store and found they had cancelled the order as they hadn't got it stock. I went in the store found a different light but the same price. At the desk I was told I had been refunded but it takes 4/5 Working days to get and was told to pay for the new one I refused as I said this was unreasonable and had to leave the store with Nothing ! When I got to my car I got a email to say it could take up to 14 working days to get refund. I went home couldn't get through on the phone but sent an email to B&Q and another thru Resolver. After two computer generated emails I finally got a reply from their Customer Care??? I was told I should have not only ordered online but also should have phoned the store to make sure the item was in stock??? I have since cancelled my online account with them I will never use them again I have had a 15mile trip for nothing I haven't got what I ordered I am out of pocket and await my refund. My advice is to boycott this store as they really don't care and customer service doesn't Exist”

Helpful Report

Posted 3 years ago

“I purchased a sink few years ago but has cracked still had my receipt Phoned store spoke to Christine in showrooms explained what happened she was so helpful and swapped it over no bother, Fantastic Customer Service From Christine”

Helpful Report

Posted 3 years ago

“Ordered a kitchen from hall road , the order did not match the plan and had to repeatedly get them to change the order and the plan as did not follow dimensions given .checked off delivery and all was there . Fitters started kitchen only to find missing parts . Called customer services to be told the parts were never ordered!. Called branch to find some parts not available to for months!! The other part arranged to pick up from boundary Road, wife went there to find no part and was told was prob. On a pallet but they had not looked for it and were to buisy to look for it .The manager clearly had no interest in looking or helping my wife and was very clear about it say 'I have not even had a break today'.eventually he went out side to look (reluctantly) .I have no doubt he made no attempt whatsoever to look . My wife was there for 2 HOURS trying to get this resolved and I believe it was hard because she is a WOMAN ! The managers name was Famir Gozin”

Helpful Report

Posted 3 years ago

“FALKIRK STORE........I was looking for advice on laminate and a young man named GERALD was very helpful, respectful and polite.....a credit to his company. Thank you. Sheila Graham”

Helpful Report

Posted 3 years ago

“I shopped for laminate flooring yesterday in the Basildon store and found all staff to be polite and helpful but especially Rolf and Amy who sorted delivery and were both very helpful and efficient.”

Helpful Report

Posted 3 years ago

“Fantasti service by a lovely lady named Michelle.A great asset to your company.Treasure her.Thank you Michellex”

Helpful Report

Posted 3 years ago

“Fantasti service by a lovely lady named Michelle.A great asset to your company.Treasure her.Thank you Michellex”

Helpful Report

Posted 3 years ago

“BnQ Evesham. This store is a glowing example of why people shop online. I can honestly say that this store is completely futile, to the point where I know longer even bother going into the place. The simplest thing is never available and I say this after about 10-12 visits and almost always being dissapointed. Buck up BnQ or do us all a favour and close down, absolutely pathetic.”

Helpful Report

Posted 3 years ago

“One order ...but wrong item and another damaged. Waited in All day both replacement and no call from customers service. Do not use.”

Helpful Report

Posted 3 years ago

“Went to dallow road Luton branch today 25.October one of your staff was brilliant couldn’t have helped us more than she did .Nea is an absolute credit to b&q for helpfulness helped us get the wood for our floor got a trolley for us an absolute asset to your team . Well done Nea will look for you next time when we visit beautiful inside and out .”

Helpful Report

Posted 3 years ago

“The product is ok, if a little overpriced, but don't go near the installation. I was left without means of cooking for nearly four weeks, i.e. no oven and no hob. It should have been completed in a few days but, instead, it has taken 4 months. The workmanship was dreadful and the installers turned round after 2.5 days to say they couldn't come back as they had another job the following day!!! B&Q thought that this was OK!! DON'T GO NEAR”

Helpful Report

Posted 3 years ago

“When you check online it says In stocks.go to the website and its unavailable . Worst website ever.”

Helpful Report

Posted 3 years ago

B&Q is rated 2.2 based on 2,580 reviews