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

“Returned an item on 2nd December. Still waiting for a refund and it is now 20th January. No explanation for the delay other than it being an issue with their IT department. Now ignoring my emails.”

Helpful Report

Posted 9 years ago

“B&Q HomeFit - covering the Harlow, Essex area... wow! What can I say? The most incompetent and unhelpful dept I have ever dealt with... 3 ongoing problems on my kitchen fit and have contacted them numerous times in the past 2 weeks (called everyday this week!!!!) with no call back. With temperatures of -2 and snow, a broken boiler and the cupboard surrounding my boiler not being fitted correctly I am unable to get a plumber to fix my boiler as it will be condemned... a leaking sink and an extrator fan that has never worked! To say I'm frustrated and disappointed is an understatement. Terrible service.”

Helpful Report

Posted 9 years ago

“We had a kitchen contract with B & Q back in summer 2016. They have started in November 2016. The process was horrible from start and yet not finished. The kitchen's measurement was wrong, they also charge us for gas and we have electric hob (they haven't refunded our money yet after numerous requests from us), the cabinet's handles are not straight and there are holes around them, there is a massive gap between the bottom cabinets and plinths, inside some cabinets are poorly installed, there is a massive gap between top cabinets, damages has been to our flooring, washing machine and fridge and when we complained to them, they pulled out the installer and promised us to rectify the issues and send their second installer. They messed us around about two weeks and left us with so much dust and a horrible looking kitchen. After chasing them every day, finally the second installer came around to sort out the issues and every thing was worse than before as apart from the huge gap between plinths and cabinets, the color of the plinths is also different (one ivory and one cream). Then the tiling went wrong. The tiles are uneven (as the space between bottom cabinet and top cabinet wasn’t measured correctly) and the grouting is all over the cabinets, tiles, walls and floors and also tabs. The sink has got paint stain and also scratches. They had to do the second measurement which they haven’t done that. The legs of the bottom cabinet should have been adjusted so there would be no gabs between the plinths and the bottom cabinets. Then the tiling had to be done then the top cabinets. The doors of the cabinets should have been changed due to the poor handles installation which they haven’t done etc. we complained to them and they dismissed our complaint without even seeing our kitchen. We also called customer services on numerous times but no solution and also we had to pay phone bills. We went to the store and asked one of the store’s manager to talk to them (installation team) in order to come and visit our kitchen. Finally, they came around but they ignored most of the facts. We complained to furniture ombudsman and awaiting the process. They ruined our Christmas holiday, put us on tremendous stress, damaged our property, ruined our materials and wasted our time and money.”

Helpful Report

Posted 9 years ago

“We had a kitchen contract with B & Q back in summer 2016. They have started in November 2016. The process was horrible from start and yet not finished. The kitchen's measurement was wrong, they also charge us for gas and we have electric hob (they haven't refunded our money yet after numerous requests from us), the cabinet's handles are not straight and there are holes around them, there is a massive gap between the bottom cabinets and plinths, inside some cabinets are poorly installed, there is a massive gap between top cabinets, damages has been to our flooring, washing machine and fridge and when we complained to them, they pulled out the installer and promised us to rectify the issues and send their second installer. They messed us around about two weeks and left us with so much dust and a horrible looking kitchen. After chasing them every day, finally the second installer came around to sort out the issues and every thing was worse than before as apart from the huge gap between plinths and cabinets, the color of the plinths is also different (one ivory and one cream). Then the tiling went wrong. The tiles are uneven (as the space between bottom cabinet and top cabinet wasn’t measured correctly) and the grouting is all over the cabinets, tiles, walls and floors and also tabs. The sink has got paint stain and also scratches. They had to do the second measurement which they haven’t done that. The legs of the bottom cabinet should have been adjusted so there would be no gabs between the plinths and the bottom cabinets. Then the tiling had to be done then the top cabinets. The doors of the cabinets should have been changed due to the poor handles installation which they haven’t done etc. we complained to them and they dismissed our complaint without even seeing our kitchen. We also called customer services on numerous times but no solution and also we had to pay phone bills. We went to the store and asked one of the store’s manager to talk to them (installation team) in order to come and visit our kitchen. Finally, they came around but they ignored most of the facts. We complained to furniture ombudsman and awaiting the process. They ruined our Christmas holiday, put us on tremendous stress, damaged our property, ruined our materials and wasted our time and money.”

Helpful Report

Posted 9 years ago

“Today i'm gonna do 5 stars becouse the services what they offer me it's been help me a lot. My name is Andrei i've been at B&Q from Queensbury London (HA71QL) to buy 2 wash mashines and one guy from there James it's been coming with me on parking with pomp-truck so made my job easier.. Thank You B&Q for a nice experience. Definetly i will come back”

Helpful Report

Posted 9 years ago

“Bought a sink from B and Q and later I saw a dreadful review for it. The review was totally wrong, installed easily and looks great in the oak worktop.”

Helpful Report

Posted 9 years ago

“Paid over £6000 for a bathroom to be installed. Fitter did rude gesture to me when I parked my car then knocked on door and apologised. Didn't bring any tools so he disappeared for 2 hours returned. When we mention the ceiling was to be plastered he said he hadn't read the work sheet so hadn't booked one. He told us the plastering would be done near the end of the job. 3 hours later he went home. During those 3 hours he left the front,back door along with the garden gate and she'd door open despite us asking if he could keep the doors closed as we have a dog and there had been some burglarys near by he ignored us. Day 2 he told us we would not have the use of the toilet for 4 days,dedpite us having a disabled child. Contacted the homefit team as we did not have the PROMISED project manager, On the last day he left the bathroom light dangling by its cable and said he didn't have the time to put back. The flooring was uneven and felt like there were holes underneath it. The shower enclosure leaks,the sink plus didn't work. The installer had taken the bathroom door off and cut the top and bottom badly even though it didn't need removing (door was only few months old.) The excuses given are very poor and b+ q Support the installer,even when contractors who have come to do the remedial work have told them the problems were caused by poor instalation. We are about to have a 3rd shower enclosure fitted. Have e mailed there national instalation manager no reply. Beware of using b+q homefit and if you do ask for one of their own installers not a contractor.”

Helpful Report

Posted 9 years ago

“I don't know why I do it get desperate for a plumbing part when will I buy a fitting from here and learn the olives are garbage every time they just won't stop weeping! Now you might think it's me but I'm an air con and commercial engineer! I know what I'm doing! Fool me once etc but yet every 18 months or so I do this to myself I'm a twit”

Helpful Report

Posted 9 years ago

“We paid in Cash Reading store £185_10Deliverycharge for Black Hotpolnt Fridge we told xmas holiday No delivery until 4th jan thats fine Rang 4th Delivery Today was told by B. Q warehouse waited all day up down windows etc im carer for my 82 yrs mum And Hangin round waiting too trying feed my mum looking every for hr B. Q driver this fridge is for my disabled neibourbour 64 yrs being discharged from Hospital this very important for carer to feed etc my phone call next day 5th jan askwere is Delivery on fridge she said out of stock said what i was fuming wai Iting home 24hrs for driver not coming at all no phone calls so fuming madly my point is met lovely woman staff called Juliie my Problem this black fridged paid not in stock she phoned head office still hr in store got full Refund Juli was Polite VERY CARING UNDERSTSNDING ! Plz ! Keep these Staff SHe Should Get Bonus For getting B. Q out Of Hot water As customer i wil come back for my Products thanx for julie Staff Dedicated Help for my Refund to Tara aswell who signed money out Marc P. S Brought cheaper Black fridge next door Currys Took AWay marc”

Helpful Report

Posted 9 years ago

“Went into store today with my husband at the bradford store and was very very happy with the customer service provided by the member of staff called Martin as he helped us get the correct product and helped us choose wots best for our needs ... I am very pleased that they are people like Martin that is so help ful and he also gave us a card were we can save money whilst we spend making us come back to the store and making it our first choice deffo thanks again matin and should be proud ???? Akram”

Helpful Report

Posted 9 years ago

“Spent £400 in B & Q, got 3 sliding mirrored doors reduced to £15 each because they were end of line. Left them with customer service until the next day when we had a van, went to load them in to van and noticed that 2 of the 3 mirrors had been cracked, took the trolley back in to the store to say that it appears they have been broken whilst stored for us and Cheltenham Store Manager Steve Chandler offered a refund which was ok but because it wasn't our fault and broken in their care I wanted a replacement. The next day I emailed customer service about my order and received the reply back from them that included Steve Chandlers reply to them accusing us of breaking the product even though all we did was wheel it to the van and noticed the breaks when we went to move them, he said no one in that 24 hours in customer service touched to trolley, I'm amazed he didn't have anything better to do other than watch my trolley for 24 hours!! as directly quoted from his email which I don't think I should have seen: "I dealt with this last night. The doors were kept safely in our click & collect bay and had not been moved in between the customers visits. The damage was not identified until the customer had taken the doors out of the store so my suspicion was they could have damaged them whilst trying to load them, of course I could not prove this so gave the customer the benefit of doubt, I was not prepared to give brand new doors and as there was no direct replacement, I do not feel we have breached any consumer contract and will offer no further compensation from store" Wow what great customer service and B &Q Cheltenham must be so proud to have such a great leader at their store!!!”

Helpful Report

Posted 9 years ago

“I recently purchased a kitchen from B&Q and wanted to say how impressed I was with the product and the customer service. Everything was delivered on time but there was a couple of faults. I rang them up and they were brilliant, I said how the knobs were the wrong colour and one unit was damaged and they were great at sorting it all out. They came and collected and dropped off the replacements at the same time. I always worry about ringing up customer services as sometimes they have a bit of an attitude and don't want to help you, but the guy was really helpful, understanding and wanted to fix things asap. Everyone makes mistakes and accidents happen in shipment, but it's the way companies deal with it is what matters to me. I would highly recommend B&Q kitchens and it looks a lot more expensive than what we paid. A very happy grateful customer.”

Helpful Report

Posted 9 years ago

“our handyman ordered 2 drawers from the scarborough store, which were to be delivered, to him by all accounts! 4 days after the order failed to turn up the local store was unable to find his order and the van delivery driver couldn't tell them where he had put the order. our handyman has been in to the local store cancelled his order, gone round the store to find that the items he wanted are IN THE STORE. not only that - the 2 boxes he has picked off the shelf both have his own name on them...Don't expect this to be unusual for the b and q store. using intelligence isn't what this store is about. being stupid/thick/inept seems to be the norm for the scarborough area”

Helpful Report

Posted 9 years ago

“i was shopping at b and q and one of the staff started shouting at my son because he hit him. it was disgraceful.”

Helpful Report

Posted 9 years ago

“they not gud mannn”

Helpful Report

Posted 9 years ago

“I placed an order for some sliding wardrobe doors mid October 2016 and upoun receiving that order, I decided I wanted to exchange one of the doors with a different model. It's been almost 2 months and I still haven't received the new door. Though I was promised I would receive a call back on numerous occasions, that never happened. I was quite diligent and called them myself - I probably spent around 10 hours on the phone with them up till now. At no point did I receive a clear explanation on what the issue with my exchange was. They did, however, make sure to pick up the door I wanted to exchange promptly. That left me with my money spent and no door for about 1.5 months. I ended up cancelling my original exchange request and placing a new order for the door I wanted to receive, at which point I also requested to be compensated for having to wait for so long for a product, as well as for the fact that B&Q felt it was in any way acceptable to keep both my money and my product for so long, not to mention for the ungodly amount of time I wasted trying to call them and sort out the issue. I was passed around like a hot potato from person to person, in total 5 people. They all told me they were either not in a position to offer me anything, but that the person they'd put me through to would, or that the most they can do is offer me a £25 voucher as a good will gesture. To put this into context, this voucher was about 10% of the original value of my order. All in all, I have to say I was appalled by B&Q's services and processes and their level of customer care. I will definitely go out of my way to not have to deal with them again.”

Helpful Report

Posted 9 years ago

“We're in the middle of a 'Homefit' of 3 bathrooms - Our journey started in June 2016 and throughout we sought assurance from B&Q that our rooms could be completed by 3/12, when we have 16 people coming to stay from all over the UK and overseas. "Oh yes, plenty of time", they said in June when they estimated the cost, and again in July when we checked again it would be finished in time before paying (and again as recently as 31/10). Friday 27/10, the working day before the job was due to start and after products had already been delivered, we got a call in the afternoon saying the installer had just made contact to say he couldn't start the job, so they would have to find another. We had time booked off work, dog in kennels, the lot. The area manager apparently then worked a miracle and found another installer who could start on 9/11. Long story short, since 9/11 a single fitter has been here only 7 days (well not even full days) and boy had B&Q and that area manager lied to us. Paperwork stuck to products proved that when stock was picked, the fit date was already set as 14/11, so they knew our job wasn't starting on 31/10 well before the 27/10 when they bothered to tell us. Anyway it's gone from lie to disaster, our guests are due this Friday and we won't even have one bathroom finished. As for project management, we've had to do it - chasing round after missing stock, making them re-do pipes that they put in the wrong wall, and so on. The 'Trusted Trader' contracting firm doing the work has actually sub-contracted the work to other sole traders - and we've not even seen the guy who has the 'Trusted Trader' status! The fitter we see most seems really decent but we think he's probably having to fit other jobs around ours - existing jobs he had booked for himself. Now we've been told 20 boxes of tiles for one of the bathrooms are not available and we have to choose something else (but apparently they'll refund us the original cost if we can't find anything else suitable at B&Q so we can buy from elsewhere [hmm B&Q, however we source our tiles, we're not paying a penny extra - B&Q WILL be paying for any financial loss we suffer because of their negligence]). Plus we suspect we're due the same story about radiators that we paid for 4 months ago. When we went to track down a bath tap yesterday, a guy in the B&Q showroom said that somebody 'high-up' is sorting out the widespread missing product problem. He explained they own Screwfit, or it's the same group, and although Screwfit deliver many of the products on time into a 'holding' warehouse, by the time delivery to the customer arrives, half of it (like expensive taps and so on) have gone walkabouts! We didn't even think to look at reviews online; I think we were just blinded by the propaganda that's all over the promotional material about, "Which Trusted Trader" and the assumption that a large brand like B&Q is going to be OK, but how wrong we were. We're just at the start of this nightmare really...we know we probably have much worse to come...but please let this be a lesson. Don't touch B&Q Homefit with a bargepole. And know your rights as a consumer - the law won't allow them to ride roughshod over you, no matter what their contract might say. And remember what they said to you - after you pay the £50 for the survey, at which time the surveyor checks the site against the estimate and can go back to B&Q and raise any issues, the price cannot change afterwards - so if like us (as an example) they charge you £167 to install an extractor fan, but forgot to add the actual extractor fan to the stock list, then that's on them, not you. Back soon...or maybe it'll be next summer by the time they finish!”

Helpful Report

Posted 9 years ago

“Selling Products online which they didn't have. I am horrified how the B&Q company can sell a product online and then 4 days later call you and tell you they don't have it anymore, however they have already taken your money. It then takes 2 weeks for them to get it back to you and they don't even offer a substitute. Unlike most small companies operating on Ebay etc.if they sold a product they didn't have in stock Ebay would BAN them from trading on Ebay. B&Q don't even seem to care. They even quoted the wrong delivery day for the rest of my purchases and then blamed their delivery supplier. They don't take responsibility for anything. I will not be using them again and recommend other people think twice before buying from them especially online.”

Helpful Report

Posted 9 years ago

“We had a b& q bathroom fitted.items ordered by us through the store did not turn up.the Oldham store lied throughout fitting .the home fit team lied throughout fitting.blaming each other .accusing each other of ignoring each other.the price went up as we had to pay for things that were originally included in price.the gaurantee is not worth the price of the paper it is written on.they still have not completed the bathroom after seven weeks.its a shame really as the fitters did a really good job and they were stuck in the middle.avoid them at all cost.they are a total and utter disgrace.”

Helpful Report

Posted 9 years ago

“Homefit service use sub and sub sub contractors. Very little actual project mgt from Homefit meant we had to fix issues. We had damage to carpets and stairs from removal of waste and these issues were extremely poorly managed and again we had to sort it. The paint work remains damaged so I guess we will have to pay for that. Simple recommendation is to never use Ho,edit service, it is very poor. How Which are OK to recommend is beyond me?”

Helpful Report

Posted 9 years ago

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