B&Q Reviews

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

2.2 Rating 2,632 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,632 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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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119

Anonymous

Anonymous // 01/01/2019

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

“No phonecall for delivery so missed first time. Second time doors arrived in damaged boxes. Joiner came, One door had a hole through it! Took 4 days to get back to me. Stated I can either return doors or get a discount. Opted to return 1 and discount other damaged doors. Response 5 days later again through Facebook. Have to be when collecting and don't do weekend collections so had to take a days leave. The refund for the damaged doors was a massive £7! Basically a 3% discount. Said I wanted to take complaint further and they just told me to follow the same process again. Can now see why they have such bad reviews and will be taking my service elsewhere.”

Helpful Report

Posted 8 years ago

“I bought an item, which was delivered to the wrong building so I had to go on a hunt to try and find it. It was delivered to the building next door, I am not sure why. Then I wished to return the item and opted for a collection service which B&Q are supposed to provide. I wrote to them 4 times by email but didn't get a response. I then decided to call and the gentleman on the phone was very helpful. We arranged for the collection for yesterday. I stayed in all day waiting but nobody attended. I phoned B&Q today to say that nobody came for the collection, but was told that someone did attend but I wasn't in, I was told they took a picture of the front door of my building. That's unbelievable - I was in all day and instead of pressing my doorbell or calling my mobile phone, they just take a picture of the door and leave. I really do not understand the logic here. I told the woman on the phone that I was in all day and they just needed to press my doorbell (I'm in a second floor flat and I can't see the entrance of my building from any of my windows so this is really the only way they can let me know they are downstairs). She put me on hold for about 5 minutes and then came back and said that she had rearranged the collection for tomorrow. Unfortunately I had to tell her that I will not be available tomorrow and it will have to be Thursday instead. She huffed and then put me on hold for a further 10 minutes to sort it out. Would have just been easier if the woman had asked when I was free. Let's see if B&Q can arrange the collection correctly, and whether they ring the doorbell this time or if they just stand outside taking photos.”

Helpful Report

Posted 8 years ago

“Would never buy or getvthembto fit a kirhcen again, first we paid £50 for surveyor not bad you say, was given a day and time for him to come, 10 minutes after his allotedvtime he rings and says he's lost his van keys, yeah right! Were persuaded to go aheadcwith buying kitchen then on morning if fitting after packing all stuff ready, I had to one and find out where he was, oh he's phoned in sick (same fitter who 'lost' his van keys!!!! Needless to say I told them very nicely where they can shove the kitchen and if it wasn't removed from my property that day they could pick it up in the garden!!!! They are coming to collect and full refund!”

Helpful Report

Posted 8 years ago

“We had kitchen fitted June last year . The washing machine was fitted as an integrated unit . From the time of fitting the washing machine vibrates on high spin rate to the extent that It bounces way out of position . The installer had many attempt to stop this without success . At various times 2 other fitters have tried to rectify the situation again without success . NOT GOOD ENOUGH . Customer service useless . I have been lied to , misinformed and spent days in waiting for promised fitter who did not turn up . I deeply regret dealing with B&Q and would recommend others to steer well clear.”

Helpful Report

Posted 8 years ago

“Travelled 45 miles , 90 mins driving time,, purchased valspar mix paint, wasn't shown mixed colour, when home it was supposed to be cream, it was BLUE, rang store, they said they would ring back,,didn't happen, complained to customer services online, they apologised said store would ring me,,,,didn't happen,,,complained again,,, they said store would ring me,,, hasn't happened,, what on earth do you do to get good customer service from this firm??? Really frustrating.”

Helpful Report

Posted 8 years ago

“I am absolutely shocked at how much I've been lied to and misled. As a well known company, i was expecting reliability of some sort, but i was so wrong. I ordered my kitchen in December and was told it would come on 23rd of Jan. When the date arrived and I didn't get my order, I practically called every single day and even visited the store on numerous occasions, I was given excuse after excuse and fake apology after apology with no real solutions put forward. It got to the point where I would speak to a new member of staff each time i called and they would promise to look into it and call me back but then they would vanish! It turned into a game of chase with me calling everyday asking to follow up with the person I spoke to last and being told ' they are on a break', 'they go home at 2', 'the admin lady has left', 'our system is not working', 'our system thinks there is an outstanding balance', 'there is nothing we can do', 'give me 2 days to find out' and then one by one each person would disappear and I'd never hear from them again! So ironic that there is no consistency whatsoever in any of their processes (deliveries, orders, complaints procedures etc) yet each member of staff was consistent in providing awful customer service: lying, making excuses and refusing to take ownership. Even after contacting the managers and expecting more from them due to their position, we were still let down and fed excuses. it got to Mid February and my husband decided that if all the staff were trying so hard to avoid us, perhaps we should confront them face to face. We visited the store because we wanted to cancel our order and get our money back. We was shocked to discover that the duty manager wanted to remain in his office and use one of the junior sales staff as a messenger, going back and fourth from his office to the shop floor in order to communicate. We turned up at store and we STILL couldn't speak to someone face-to-face? B&Q do you train your staff on customer service? do you pay your staff to sit in their office and avoid calls?? Yet again we were told that the cancellation process would be tedious and long too and we were better off letting them resolve it. we were assured that things would be sorted and we would get a call the following morning with a new delivery date. In the end we did get our kitchen delivered, but surprise surprise, we had to jumnp through hurdles for that too. we were told it would come on specific day and took the day off work, when we called to confirm (because they never ever call to tell you anything) they then said it would be delivered on a different day!! finally we receive our delivery but one item is damaged. The delivery person takes the rejected package and tells us that b&q will replace- when we call b&q they tell us that there is no paperwork or any notes on the system to say that we had rejected the item??/ so even their delivery people are incompetent. every person at every level of this company will let you down and in the end after you are stressed out and sick, you will wish you never ordered with them. stay clear - the hassle is really not worth it.”

Helpful Report

Posted 8 years ago

“ordered 12 rolls wallpaper from store which is now miles away after they closed our brilliant liitle store 0.5 miles away on Click and collect. collected wallpaper on arrival at home inspected it to find one roll bashed on one end and all rolls were differing batch numbers!!!!!!!!!!!!! even on their advice they say to get same batch numbers! called "helpline"? to be advised to return it miles(at my expense and valuable time with wear and tear to my vehicle) to store where the in-store staff would help (I doubt it I have experience of them already). B&Q were always expensive but now you can add useless to this too. My advice.....Don't spend hard earned cash at this company its not worth it. Oh and do Not use Click and Useless collect!”

Helpful Report

Posted 8 years ago

“My bathroom installation that should have taken just over a week took over 3 months to complete. The delivery date was not met and all the products were delivered in dribs and drabs over a 3 week period. My wife and I had to take additional time off work, our holiday was disrupted and we were both completely stressed out by the whole thing to the point of making us both very irate, confused and almost on the verge of being ill. They did not listen to complaints, promised call backs were never made, numerous telephone calls, text messages and emails were never responded to and on the odd occasion when contact was made they were rude and lied to cover themselves. The workmanship was shoddy at best, some items were damaged and the tiling and painting looks terrible. My family will never use B&Q again and I urge anyone who is thinking of using them to think again, don't get caught out like we did. Do NOT use B&Q. Its a pity I have to give them 1 star, there should be an option for no stars, or even negative stars. Once again do NOT use B&Q.”

Helpful Report

Posted 8 years ago

“Person in store ordered the wrong size clad on panels, the delivery arrived a day late, the person on customer services then ordered the wrong thing again, delivery was 2 days earlier than told and uplift of incorrect panels did not happen on designated day. Now sitting with EIGHT incorrect panels in my hallway, no idea when they'll be uplifted, hoping the correct ones ARE delivered on Monday as promised. Have wasted 2 days waiting in for Parcel Force (so much for the call or text an hour before to give a delivery slot, it hasn't happened so far) and wasted nearly 3 hours on the phone and still can't get my kitchen finished. To be fair,the original order of the bulk of my kitchen was from B&Q drivers and went smoothly, plus the units etc are easy to assemble and reasonable quality for the price. It is their customer service and deliveries/uplifts from Parcel Force that have let me down badly”

Helpful Report

Posted 8 years ago

“Bathroom installation was terrible. Contractor cut corners and I did not get what I paid for. Delivery of goods was stressful with goods not turning up on the day using multiple days off. Trouble with getting sub contractors to do job, only when it was going to cost b and q extra money for the delay because I was using their credit terms, did they make sure they installed ASAP six months after ordering.”

Helpful Report

Posted 8 years ago

“Unhelpful staff always make you feel like your causing them a problem, half the staff dont actually understand anything about diy or any of the products they sell. Probably some of the worst customer service i have ever seen, majority of staff are unapproachable! Bought a kitchen, they kept changing delivery date and when they did finally deliver it we witnessed them literally launching parts of our kitchen out of the van, they also wanted my partner to help remove items off the van which he is not insured to do (and its their bloody job!!) Also sold us a cupboard door which they dont actually make and didnt bother to tell us, the wrong hinges for corner doors so we cant get into them. Now we have half a kitchen which is missing four doors!!! I would HIGHLY recommend that you use any store other than b&q”

Helpful Report

Posted 8 years ago

“At B and Q today, at tills paying for my goods, catch sight of Lady in next till buying a panel of wood, and trying to lean it against something at end of till, {would not balance}so she could pay, could not believe till attendant {Kaine} just stood there watching and not helping. Just as I was about to help, a bloke ran over to help her. Must have been with her, was very surprised as from the size of him he do not say any thing to him or any of the other two staff dossing at the ends of the tills. Once again GREAT HELP FROM YOUR STAFF AT READING, CARE FOR OTHERS AT THE TOP OF YOUR LIST.”

Helpful Report

Posted 8 years ago

“Some of the products arrived badly packed and damaged. I waited in one whole day and they failed to pick up, and so waited in for the next slot they gave me, and waited in another whole day. They failed to pick up again. Several phone calls later, I am told I can only have my money back when the items are picked up, even though they have failed to pick them up! I will now be waiting in another day, when no doubt they will fail to pick up! A weird way to hang on to your money. Will make a note not to order from this store again.”

Helpful Report

Posted 8 years ago

“B&Q kitchen installation....ordered in January did not start getting installed until July. Due to lost/ missed parts which nobody seemed to know or care where they were took 56 weeks instead of two! They even lost a range cooker and when it eventually turned up without its LPG gas jets. Left hand doesnt know what right hand is doing. Self employed contracted installer charged me extra for items he shouldnt. B&Q manager refunded these but that should not have happened. B&Q manager agreed some small compensation but failed to pay all what was verbally agreed. When you write a letter to complain about the lack of full compensation you get a pretty dismissive letter back from complaints department referring you to a store claims process which does not exist apparently. All in all will never shop let alone deal with B&Q ever again as I feel badly let down and not a valued customer. Not to mention who they contract their installations to and their integrity......”

Helpful Report

Posted 8 years ago

“Vinyl floor tiles soon started to rise after days. I contacted B&Q customer services 4.1.18 providing photographs and details of laying etc. I was advised this would be investigated on 6th Jan @ 09.03 hours. Since I have been required to follow up for a response on 14th, 19th and 26th Jan. Receiving unhelpful please send us more information. It appears the original communication has been lost due to incompetent complaints management. can anyone advise how I get any response from B&Q. They are unhelpful on the phone and appear to be waiting a week before they communicate. No wonder they are closing stores.”

Helpful Report

Posted 8 years ago

“Ordered an expensive product on the 15th Jan for next day delivery for my husbands Birthday which was on the 20th, I waited in all day on the 16th and it never turned up. I then phoned up the company who told me that it had been delivered and signed for by my husband (who was actually at work at the time it was supposedly delivered at 7.50am!!) the man I spoke to said that the delivery company weren't allowed to deliver before 8am! and he would look into this for me, he then asked me to phone back after 48 hours. I phoned back after 48 hours and was then told that the investigation was still on going, and it now turned out to have been signed for by someone called Clayton! and I had to walk around my street to try and find it. This time I was asked to phone back on Sunday, the day after my Husbands Birthday, so I ended up going to my local store to buy the item so I at least had something to give him. It is now the 24th January and I still haven't got my order, or my refund, I phoned up diy.com again today and was put on hold for over 15 mins! only to be told that it wasn't signed for by Clayton (the person I spoke to the other day had made a mistake) and because the parcel company said that they have delivered my order, they couldn't do anything about it. I am now out of pocket by £150. PLEASE DO NOT BUY FROM DIY.COM, IT WOULD BE LESS STRESSFUL TO THROW YOUR MONEY DOWN THE DRAIN!! - CUSTOMER SERVICE IS APPALLING.”

Helpful Report

Posted 8 years ago

“I have been doing bathrooms for years, half year ago started working for B&Q. I can't imaging if there's any other company worse than they are. Ignored preinstallation survey recommendations, incomplete deliveries, payment problems, ignored calls and emails. I simply tired to use my time and van to get all products delivered to each customer. How do they survive??? How its possible to do business nowadays in such manner in the UK???”

Helpful Report

Posted 8 years ago

“I ORDERED A KITCHEN BACK IN JULY 2017. ITEMS WERE DELIVERED WRONG, ITEMS WERE DAMAGED AND MISSING. I SPENT NEARLY 3 MONTHS AND I DON'T KNOW HOW MANY TRIPS, PHONE CALLS AND VISITS TO B& Q TO TRY AND RECTIFY THIS. B & Q OFFERED ME £150 IN VOUCHERS AS A GOOD WILL GESTURE. HOWEVER THIS DID NOT EVEN COVER THE DIESEL COST AND HOURS I HAD SPENT OVER THE LAST 3 MONTHS TRYING TO SORT OUT THIS MESS. THE KITCHEN WAS BOUGHT ON A CLOSE FRIENDS TRADE ACCOUNT WHICH B & Q INFORMED ME MEANT I WAS NOT COVERED FOR ANY ISSUES I HAVE HAD WITH THE KITCHEN AND THAT THEY WOULD DO NO MORE, AT THIS POINT MY KITCHEN IS STILL NOT FINISHED AND I STILL HAVE SOME VERY BAD DESIGN FAULTS . THEY THEN WENT ON TO TELL ME THAT THE FURNITURE OMBUDSMAN WOULD NOT BE ABLE TO DEAL WITH THIS AS IT WAS BOUGHT ON A TRADE CARD,AND THAT I HAD 14 DAYS TO MAKE A DECISION WEATHER TO EXCEPT THERE OFFER. SO I CONTACTED THE FURNITURE OMBUDSMAN WHO SAID THAT THEY COULD HELP EVEN THOUGH IT WAS A TRADE ACCOUNT. I FILLED OUT ALL THE PAPERWORK AND SENT ALL RELATIVE ITEMS, AND HAVE NOW 4 WEEKS AFTER I SUBMITTED THIS BEEN INFORMED BY THE OMBUDSMAN THAT THEY WILL NOT HELP AS IT WAS A TRADE CARD. SO I HAVE PAID £6500 FOR A KITCHEN WHICH IS STILL NOT COMPLETED AND HAVE COME AWAY WITH NOTHING. HOW CAN THEY BE ALLOWED TO GET AWAY WITH THIS.”

Helpful Report

Posted 8 years ago

“Everything went wrong - from delivery times, to damaged products, to adding parts to my order which I knew nothing about and finally breaching data protection laws by giving out another customers details (to which when mentioned they did not take very serious at all!!!)”

Helpful Report

Posted 8 years ago

“Hi bought a kitchen before Christmas was told would not receive worktops and some panels to the 21 of December so Was ok with,started fitting kitchen for client still no worktops etc on the 16 jan don’t go to B&q wot ever you do,now I’ve lost job and reputation they’re useless,”

Helpful Report

Posted 8 years ago

B&Q is rated 2.2 based on 2,632 reviews