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

“Designed, ordered and paid for a kitchen in May with a delivery date for end August. Was informed a day AFTER the delivery date that 6 cabinet doors would be delivered 3 weeks late as they were out of stock !!!! B & Q had 3 months to get this order together! Umpteen phone calls later and with the help of Anton (Customer Mgt) and Jo Payton (St. Neots), we finally had to drive a 140 mile round trip to pick up the doors from a different branch ourselves. Not good enough B&Q. You were only saved by your helpful staff.”

Helpful Report

Posted 9 years ago

“Bognor Regis Branch: unprofessional staff, lies to customers. Would not never visit this branch again.”

Helpful Report

Posted 9 years ago

“I rang the Wednesbury store with regard to some children's bedding. The lady told me that they had 4 in stock. I asked if she would save me 1 and she said that it would be beside the till. I drove 30 miles to get to the store. The item was not beside the till and when I found the lady she said that she had forgot. She took me around the store but she couldn't find the item She went on to the computer to discover that there were two in store but she didn't know where or didn't care. I left absolutely disgusted and swore that I would never visit a B & Q ever again. A refund for petrol would be nice but I'm not very hopeful.”

Helpful Report

Posted 9 years ago

“Extremely shoddy Purchased panache midnight grey slabs which were delivered 3 days ago, 10/9/15 1. They do not match WHATSOEVER the colour of the sample in terms of colour AND pattern and therefore have been mi-sold. 2 The top seemed flaky/ weak so I rubbed it 5 times with my foot to assess what might happen to the surface after a few weeks of walking on it, photo 1524 shows the result: the top wears away FAST and continues to wear away and as such they are comletely unsuitable for the application and are extremely shoddy. I chose these which were twice the price of slate as they looked high quality...they most certainly are NOT. I decided to come home during the school run of my wife as I had no confidence that they would call me 30 minutes before as requested. The driver confirmed he had had not been given my number nor asked to do this and would have waited 20 minutes then left. Tried calling customer service twice today, on hold 30 minutes both times no answer. Rang the manufacturer, no answer. Tried tracking online, cldnt find it and gave number to call. Rang number and they didnt know wnaything about the product and did not deal with it..put me back to hold with customer sevrices, I gave up. Customer services then called me, explained I need to know what time or if they would call..she had a difft number for manufacturer so agreed to call them. She called me back to say they would be delivered today. I explained again it was the time I needed, cld she call them back get the delivery company number and call me back. She agreed to do so then didnt call me back. Last time I will order from B&Q. They have now stated all 40 slabs must be put on the pallet back at kerbside or they wont collect. No compensation offered for the time involved in doing this. What if I were 70 years old and couldnt? What a shocking company.”

Helpful Report

Posted 9 years ago

“I went to B&Q at Cortonwood Barnsley this evening. I asked for help and told the lady Sarah I wanted WHITE paint for interior walls that I could wipe clean. She was more than helpful and advised me on the Dulux Endurance range, also telling me that they had an offer on 2.5L where they were 2 for £32. This seemed just what I wanted so purchased 4 tins along with other items. After paying I thought it seemed to cost more than I thought it should. So I went back into the store to customer service to be informed that it was because "it was WHITE paint" and that White is apparently "not" a colour but a shade, and that technically "black" although B&Q class this as a colour is actually a shade. Frankly I don't care about the black paint, I didn't want black paint I wanted white paint. And all I was advised was Sarah got it wrong, and I even pointed out their POS stated "ALL DULUX ONCE, KITCHEN, BATHROOM & ENDURANCE COLOURED EMULSION, 2.5L 2 FOR £32, and that nowhere does it say excluding "white paint". Then I was offered to bring it back for a refund. By this point my husband had already put all the shopping in the car along with our 4 year old daughter, so I decided to call Head Office and speak to a reasonable person. Alas this was also not to be, the person Alistair spoke to his Manager to also inform me that 'White" is not a colour and they could not log this as a complaint. So despite asking for help, specifically asking for white paint, being advised based on my needs, the Brilliant White Dulux Endurance 2.5L which was on offer was what I needed by Sarah, B&Q at Cortonwood refuse to rectify their mistake so instead of paying the expected £64 I ended up paying £99.76, a total of £35.76 more than I was advised. Tomorrow I will be returning everything I purchased today a total of £156.01 and will not be purchasing anything from this store again. I am a Manager in retail and had one of my staff made this mistake I would have honoured the price but B&Q's answer is to lug all the paint back into store to refund then spend my time all over again looking for a suitable alternative. Terrible customer service.”

Helpful Report

Posted 9 years ago

“I went to B&Q at Cortonwood Barnsley this evening. I asked for help and told the lady Sarah I wanted WHITE paint for interior walls that I could wipe clean. She was more than helpful and advised me on the Dulux Endurance range, also telling me that they had an offer on 2.5L where they were 2 for £32. This seemed just what I wanted so purchased 4 tins along with other items. After paying I thought it seemed to cost more than I thought it should. So I went back into the store to customer service to be informed that it was because "it was WHITE paint" and that White is apparently "not" a colour but a shade, and that technically "black" although B&Q class this as a colour is actually a shade. Frankly I don't care about the black paint, I didn't want black paint I wanted white paint. And all I was advised was Sarah got it wrong, and I even pointed out their POS stated "ALL DULUX ONCE, KITCHEN, BATHROOM & ENDURANCE COLOURED EMULSION, 2.5L 2 FOR £32, and that nowhere does it say excluding "white paint". Then I was offered to bring it back for a refund. By this point my husband had already put all the shopping in the car along with our 4 year old daughter, so I decided to call Head Office and speak to a reasonable person. Alas this was also not to be, the person Alistair spoke to his Manager to also inform me that 'White" is not a colour and they could not log this as a complaint. So despite asking for help, specifically asking for white paint, being advised based on my needs, the Brilliant White Dulux Endurance 2.5L which was on offer was what I needed by Sarah, B&Q at Cortonwood refuse to rectify their mistake so instead of paying the expected £64 I ended up paying £99.76, a total of £35.76 more than I was advised. Tomorrow I will be returning everything I purchased today a total of £156.01 and will not be purchasing anything from this store again. I am a Manager in retail and had one of my staff made this mistake I would have honoured the price but B&Q's answer is to lug all the paint back into store to refund then spend my time all over again looking for a suitable alternative. Terrible customer service.”

Helpful Report

Posted 9 years ago

“Terrible customer service my 7 year old daughter could do better. Ordered laminate flooring 4/8 were damage since had 5 reattemted replacement delivary in which were also all damaged, now have to go out my way to collect my flooring as B&Q are incapable of making a simple delivary. I'm not a happy customers customers”

Helpful Report

Posted 9 years ago

“Bought a sander and chisels on line on Aug 31st for next day home delivery (2nd Sept as 1st was Bank Holiday) Nothing had arrived by Friday 5th so I called Customer services. Order had been lost, reorder, deliver Monday. Nothing arrived. Called Monday, order had been lost, deliver Wednesday. Called Wednesday (9th), order had been lost, reordered, customer rep would call between 7 and 8pm to confirm delivery today. No phone call so I called them. Customer Services closed. Went to CEO finder and emailed Michael Loeve Chief Exec of Kingfisher and had a call today from their High Level Complaints Dept who said the items I required were out of stock so effectively I have been lied to for the last 10 days. I have had my money refunded and a £75.00 gift voucher sent but this means setting foot in a B and Q again. It will however be the last time I ever do!”

Helpful Report

Posted 9 years ago

“II found the kitchen and bathroom staff in the Guernsey Admirral Park B&Q to be exceptionally good .Spending endless time with me and my husband to get the kitchen and bathroom to fit in a given space. I would particularly like to commend Denice who worked tirelessly on the many changes and both members of staff for their patience and happy disposition through out and. Help and advise.”

Helpful Report

Posted 9 years ago

“Ordered a new bathroom through B&Q using Homefit Service. Agreed a week and were all set to go then B&Q later asked to change the date - fortunately work committments allowed some flexibility so we agreed. Truck arrived without taps, several plumbing items (7 items I believe) and tiles. The subcontractor had to collect them from the local B&Q depot before he could start. Luckily we live in a city, so stock was available. The man we thought was in charge of the fitting, who had done the initial survey, and assured us he would be completing the installation, left the job after day 1 leaving one of his employees to do the work. This person was fitting a heated towel rail. We clearly showed him on the plans and on the wall where it was to go, but for some reason, he moved it along the wall and the result was that you couldn't use the toilet without either sitting at a slant or burning your knees! Needless to say we complained and insisted that the "main man " attend the job and refit it properly. The only blessing was that this particular wall was not tiled, or the resulting holes would have meant the tiler returning too! Having moved the towel rail, the fitters departed but left us with a problem with our hot water system due to an airlock. Once again we complained and the fitters came back. It must be said that the customer service installation team in Doncaster were very good at dealing with our issues. (I would just have preferred not to have issues in the first place!) Having finally got a bathroom that looked like the original plans we were dismayed to be contacted by B&Q less than 3 weeks later to say that they had supplied faulty hinges on the shower screen. They sent us replacements and expected us to replace them with the help of a video! I rang up customer services and pointed out that my warrently for workmanship would be invalid unless they refitted the screen. When the person on the end of the phone realised I knew what I was talking about, he said that a company had been allocated to refit the screen free of charge. I don't think I would have been told this if I hadn't made a fuss- there was certainly no mention of it on the letter. I am awaiting a date for the work to be done. Would I use them again - doubt it. Thought the extra expense of having B&Q coordinate the work would lead to a less stressful experience but that hasn't been the case.”

Helpful Report

Posted 9 years ago

“Nothing but problems from start to finish never use b&q they always try to avoid talking to you threw anything”

Helpful Report

Posted 9 years ago

“Bought 2 pots of paint and waited over 2 weeks for them to arrive. Emailed them to ask when it was coming and got a generic email saying it would be quicker to phone... Another week later logged into my account to complain again and saw they'd cancelled my order. Emailed again and got a very poor email saying that they had emailed me to say it was cancelled - I hadn't received anything. These guys could definitely do with a bit of training regarding digital customer service. I wouldn't buy online again and I'd rather not buy in the shop after this.”

Helpful Report

Posted 9 years ago

“After spending 4 months designing our new kitchen extension on the B&Q Spaces website and visiting the store to confirm availability and timings, we were ready to place the order for our brand new kitchen. We opted for the Appleby curved high gloss white collection to compliment our chosen grey/white colour scheme. To be honest, from the start of the process where their Spaces site was showing a completely different price than what B&Q were trying to charge us, with a £1,700 difference, due to discontinued base units that B&Q had failed to inform us of and indeed their system still allowed us to select and place into the design, to having to chase for all items that were not delivered in the agreed delivery slots and having grey screw covers supplied for a white kitchen, our experience with B&Q and this big purchase was disappointing from start to finish. They even tried to add on additional cabinets that we didn’t want but charge us for!! Trying to get anyone from their New Malden store to call back was difficult and quite stressful at times, when working to a deadline with our builders. The last straw came when the contractor who measured and fitted their worktops gave us a refund notice to the value of £180 and when I called B&Q to claim it they confirmed the actual cost of the deposit we paid was £80.21. It is worth a mention, that despite calling three times to request this, we never received any receipts or paperwork for our kitchen payment and so, I had nothing to check how much we had paid for the worktop deposit. On discussing this with the New Malden store, they said that their contractor should stop giving out refund notices that clearly mention the total refund due that is incorrect, but yet this is clearly still happening. Our builders fitted the kitchen and whilst it does look lovely, it was not without a lot of stress, constant phone calls to the B&Q store and almost pestering to receive all missed elements in a timely fashion so as to avoid putting the builders back. The frustrating thing is that B&Q always new when something from our order had not been delivered, they just waited for you to call and chase it, and then having to wait sometimes weeks for the missing elements to be delivered. However, when pushed, amazingly they can deliver within a few days on every occasion…… BUY a B&Q kitchen with CAUTION and dealing with B&Q should come with a public health warning. AVOID at all costs………. Disgruntled from London”

Helpful Report

Posted 9 years ago

“FOR MY ITEM SO HE CALLED CUSTOMER SERVICES AND TOLD ME TO.WAIT BY THE SIDE . I WAITED 30 LONG MINUTES. HE CALLED THEM 10 TIMES NO ONE CAME. IN THE END I GAVE UP AND WENT HOME. I TOLD HIM I WAS NOT PLEASED THAT I HAD TO WAIT THAT LONG AND HE SAID PROBABLY COZ OF MY SKIN COLOUR THEY CAN SEE ME ON CAMERA SO THEY WONT COME.HOW RACIST IS THAT. SHOCKING TO THE HIGHEST DEGREE. AND IF U THINK I AM LYING B N Q MANAGEMENT CHECK YOUR CAMERAS BETWEEN 2 AND 3PM ON THURSDAY 27 August 2015. YOU WILL SEE ME PATIENTLY WAITING FOR A GOOD 30 MINUTES AFTER WHICH I ASK ANOTHER MEMBER OF STAFF TO HELP ME. SHE DIRECTS ME TO RETURNS AND THE GUY CANT HELP ME.HE RUDELY SAYS IT'S NOT HIS PROBlem HE ONLY DEALS WITH RETURNS AND I JUST HAVE TO WAIT. SO I GO BACK TO FIRST GUY RACIST ONE AND HAVE A FEW WORDS WITH HIM BEFORE LEAVING THE STORE AFTER ABOUT 45 MINUTES. SO I HAD A VERY BAD DAY. DON WASTE YO PRECIOUS TIME. SHOULD HAVE GOT ALL I NEED FROM IKEA IN THE FIRST PLACE. AVOID AT ALL COSTS. NO CUSTOMER SERVICES PLUS RACIST. I LEFT WITH NOTHING IN THE END AFTER 45 MINUTES.”

Helpful Report

Posted 9 years ago

“This is the second time I have had really poor service from B&Q rosy time didn't deliver all ballast and patio slabs with no explanation and no reason why no sorry and no second delivery date. This time ordered timber and osb board delivered all the timber but only 10 of the 28 boards delivered again driver said nothing other than your short on osb boards but not a word when there coming so phoned the store at Romford to chase up the next morning and got nowhere they said will phone back and didn't phone back so chased again still nothing and went down to the sore only for them to say sorry the becton depot was shut . This has cost me time and money as have had labor on site waiting waiting on both occasions with no for of compensation for my loses. For a company of this size it acts as a DIY store and not a professional builders merchant it's a joke DO NOT ORDER from B&Q go to a local merchant”

Helpful Report

Posted 9 years ago

“Needed advice regarding large order, phoned customer services was cut off half way through phone-call. Then phoned Stockton on tees B&Q absolute rude girl who didn't hide the fact that she couldn't be bothered. Finally phoned Hartlepool B&Q in last ditched attempt for help, got a lovely guy John from the garden department, really helpful and polite....restored my faith in customer service. Thankyou for your help John, I hope you are appreciated in Hartlepool B&Q.”

Helpful Report

Posted 9 years ago

“I visited blackpool branch of b and q on weds 12th august and would like to thank claire again for helping me load the car nothing was too much trouble. She is a very pleasant and extremely helpful employee. Many thanks. Lisa Preece”

Helpful Report

Posted 9 years ago

“Ordered a wall mounted electric fire on line because they promised to contact me within 24 hours to arrange delivery within 48 hours. After 48 hours I rang them, They put me through to the manufacturer who said the earliest it could be delivered was the following week, 8 days after the order was made. No apology. I've asked for compensation, but doubt I'll get any.”

Helpful Report

Posted 9 years ago

“B&Q WOULD NOT PUBLISH THIS: I just laid this flooring (Colours Overture Arlington Oak Effect Laminate Flooring) down within the week (its been 3 weeks now) and its already chipped! And in the middle of the floor as well. Sigh....and we've been so careful moving around on it, too :-( Side note: b&q did not deliver this but subcontracted a courier who propositioned me with male escort services! The other part of my order they assigned parcel force to deliver and that was 3 days late! Do not order online for delivery!!”

Helpful Report

Posted 9 years ago

“VERY much doubt i will get a response from b&q as been waiting since friday for them to sort an order for me despite 3 emails and one fone call where the rude guy on the other end told me he would ring me back STILL WAITING. appalling, GIVING THEM TILL TODAY TO SORT IT THE IM GUNNA GET FULL REFUND AND GO TO wickes, b&q management GET IT SORTED!!!”

Helpful Report

Posted 9 years ago

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

B&Q Reviews