B&Q Reviews

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

2.2 Rating 2,619 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,619 reviews

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

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

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

“Yes, they DO SEEM expensive when compared with other outlets, but these are getting very thin on the ground these days. If you want bargains, why not wait until they offer 3 for 2 or similar? Ive found them helpful and dont forget - you get what you pay for these days. Its a pity they have stopped their OAP discount.”

Helpful Report

Posted 6 years ago

“What a shame I have to give one star for the support line. They deserve zero. I ordered a door nearly 3 weeks ago and was promised on line, at point of payment, 4 working days for delivery. It failed to arrive and on the next day, due to lack of door and no information about a possible delay I rang support. After a 30 min wait to get through I was told by customer service they had no idea where the door was. The courier apparently denied all knowledge of collection. My B and Q app told me that everything had been completed but still no door. Rang B Nd Q again and had same response as before. I was promised an upgrade to urgent but after several days still no contact even though they promised a phone call. Eventually made contact again and was told I had another two days wait to talk to someone. Finally contact was made after my requests for a door to be delivered from an upline manager and again promised a 4 day wait. Unbelievably the second door failed to arrived. Rang again and told to wait for another manager. Days passed and a text was received saying ‘ sorry I have been busy and couldn’t ring but will contact you in next 24-48 hours’. This is the person who should have contacted me a week before.’ The door was finally delivered two weeks late. The customer service is appalling and guaranteed delivery dates are just fairy tales. I will never ever use B and Q online delivery again. All three members of my family have experienced poor delivery and support. Be warned. Never use B and Q online. Just buy from the shop.”

Helpful Report

Posted 6 years ago

“Your stores are poorly stocked with plumbing fittings. Used to be able to get most bits and pieces - sadly no longer. Have on one occasion collected a bath which turned out to have been returned- only to discover the issue on site. Also staff in the floor not qualified. TRADEPOINT is a joke.”

Helpful Report

Posted 6 years ago

“I called into Grantham B and Q to buy paint on the special offer. Darren was the man I spoke to and he was really very helpful, he checked his stock and then found the paint for me having to scale to the back of the top shelf to find the final tin. He then advised me on the type of filler I needed. All in all it was a great experience, not usual for a trip to a diy store. Thank you”

Helpful Report

Posted 6 years ago

“If I could give B&Q a zero for Customer Service I would have. I ordered a new bath for home delivery, it arrived on time, with the INCORRECT end panel, which the plumber only discovered when he started installing the bath. I have tried all available telephone numbers for B&Q Customer Service, I have tried calling the branch number - no luck. How does this company stay in business. the most frustrating issue is the fact that a person can't speak to anyone. I am now driving to the branch to see if that will result in anything positive.”

Helpful Report

Posted 6 years ago

“Star lady cletta!! From Stanmore branch, found the only roll of wallpaper left, needed to finish my daughters room!!! Saved me a lot of headache 🤕”

Helpful Report

Posted 6 years ago

“Today at BQ Stafford. Went in looking for advice on deep scratch on a BQ LED electric fire . We approached a very nice lady from the show rooms section name Dav . Requesting advice on potential repair or if their was any damaged stock as parts replacement. The customer service here was outstanding beyond all our expectations we left with a potential solution but cannot express our profound gratitude to this lady in going that extra mile considering this was outside her work place. Outstanding customer service would like to request that a customer awards presentation given this lady within the BQ store”

Helpful Report

Posted 6 years ago

“Went into Kidderminster branch today and was surprised that the tills were busy .but I noticed 2tills with no customers so I decided to take advantage of the situation .I was informed they could not receive cash and only took cards .i was shocked I must be honest and I was informed that this stupid idea came into force this week I put my purchases down and scuttled off. I’m surprised in our present climate how the seller can afford to be choosy. .”

Helpful Report

Posted 6 years ago

“Went to B’n’Q Bexhill to get some wood primer and ‘knot’ treatment (had no idea what to look for!). Very fortunate to find Tim T who was extremely helpful, understood what I was talking about and gave really good advice. Thank you Tim and B&Q!”

Helpful Report

Posted 6 years ago

“Karen: we ordered 9 packs of flooring from b &q and 2 packs over underlay , the flooring came but no underlay, we called customer service and waited over half an hour for them to answer ,then to be told we had signed for the underlay! Eventually they accepted we hadn’t received it and said they would deliver 2 packs the next day but they didn’t only one pack arrived so we had to call again, this time they apologised and credited us for one pack and told us to go to the store to buy another which we did, not a good home delivery. To make thing worse 6 of the 9 packs were damaged at the ends ,but as we had paid someone to fit the floor we had to make do”

Helpful Report

Posted 6 years ago

“Went to B&Q Warrington early this morning 17th Oct to purchase bathroom suite for an extension I am having built. Was a bit stressed as I had not expected to have to do this for another couple of weeks. Was assisted by Ian who was extremely pleasant helpful and I left as a very happy customer. I am shortly going to be re-fitting my kitchen so will certainly return to look on what is available at this store.”

Helpful Report

Posted 6 years ago

“went to nottingham b q for 6 bags verve compost 125 litres no sutible trolleys ask customer services to help i am 66 no help offered told to help myself drag them myself to till needed them with my wife assisting did it but now suffering pulled back will never shop again card no 6356667044785777”

Helpful Report

Posted 6 years ago

“Went to Slough B&Q on 17th October 19 absolute horrendous service went to buy a lawnmower that was advertised on line and on display in store couldn’t find one. Finally got some help and agreed to buy display model asked if they had spacers for mower was told we don’t sell them I then went over to accessories and found them. Went to pay had a five pound voucher that came through via email from B&Q showed to cashier and was told can’t use it each time I use voucher that type in code apparently cashier couldn’t do it finally left store without making purchase. If I could give zero stars I would.”

Helpful Report

Posted 6 years ago

“Don't buy a sink tap,I bought one 18 months ago with a 5 year guarantee, the tap faulted with a split in the side but B&Q would not refund,spent so much money there,no more.”

Helpful Report

Posted 6 years ago

“I ordered £100 worth of paint and rollers ,I dis not recieve my full order,I called bnq and I was told so much miss matched information it was unreal!!I was on hold for at least 30 mins and the advisor did this on 3 occasions,first I was told the pain I ordered was out of stock,yet they still sent me a despatch note with the out of stock items on,and now did not send me a email or anything to explain this.then I was told i signed for it so did I not recieve them!!!I was getting so angry be a use I kept going round in circles !!!the issue was not resolved.i was told to call parcel force and explain some of the order is missing and parcel force are saying they only deliver what they recieve,.so I mean cone on bnq!!!this is the first time I've shopped at bnq and it is the worst ever experiance I would not shop there again,as even the advisor hasn't got a clue.i woukd avoid big time.i probably won't get my no at back of the items as they treat u like it a tramp and it scamming them!!!!literally the worst company ever!!!”

Helpful Report

Posted 6 years ago

“i recently bought goods on three occasions within the space of 10 days. i needed to return two items (a metal spiral bar and two oak ballusters). i produced what i thought was the receipt, but it turned out i only had two out of three receipts and the goods were on the missing receipt. I did have three debits in my bank statement. The Barnstaple staff refused point blank to let me exchange the goods! This is out of step with every other reputable store i shop at. Last time i shop at B&Q. I just had a happy experience at Wickes and Homebase, with helpful, well-trained staff.”

Helpful Report

Posted 6 years ago

“Two weeks ago we went to the store on Leyton Mills to get ideas to update a tired bathroom and met a young lady named Aurelie who spent time taking us through a planner of how the bathroom would work based a list of fixtures and fittings we had selected in store. We did not expect such attention to detail from a member of staff based on your average DIY store. Aurelie was very well informed and understood exactly what we were trying to achieve and willing to offer suggestions to two people obviously not used to doing projects of this nature. If B&Q want a template for how to train staff in how to provide the very best customer experience they need look no further than this young lady who made a stressful day a lot less complicated than we had. Thanks Aurelie.”

Helpful Report

Posted 6 years ago

“My wife and I visited the B&Q store in Tottenham Hale North London on Oct 12th to get some surplus floor tiles as the Leyon Mills store did not have the full amount we needed for a project starting Monday and as we do not live locally we were in dire need of getting everything in one go. As Leyton had advised there was stock in Tottenham we were surprised on arrival to find that none were on display which was a real cause for concern at 7:30 on a Saturday evening. Thankfully Alan a member of staff came to our aid and along with Helen who I believe is the store manager they could not have been more helpful firstly in calming us down then quietly and professionally sourcing the extra six box of tiles we required from storage and assisting us get them and several boxes of laminate flooring through checkout and to our vehicle. We sometimes see B&Q staff get a bad press so want to put the record straight in this instance as this was customer service as we used to know it and all done with a pleasant smile Thank you Alan and Helen for your understanding and patience and going the extra mile to ensure the customer gets what they want. First Class Service, P. Callan, Northamptonshire.”

Helpful Report

Posted 6 years ago

“Yesterday I visited the St Helen's store, I asked Jason for advice about a light fitting and shade for my dining room. He was so very helpful, with his knowledge of the items I needed, he went out of his way to get me the best price for my purchases, even went in the warehouse to find me a light fitting. In the end I bought a complete light fitting, this is the best experience I have had visiting any B and Q store in the North west. I hope Jason sees this review and receives recognition for his help .”

Helpful Report

Posted 6 years ago

“Went to shop to pick up work top on Tuesday. Worktop was on high level i ask staff in the shop if they can drop it down. They said they cant do it when public is shop i said the to them can you do it tonight and will pick up Friday and they agreed. Comeback on Friday the worktop is still in high level shelf and they were asking me who was on shift on Tuesday. Just completely waste of time.”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,619 reviews