B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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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119

Anonymous

Anonymous // 01/01/2019

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

“Had our kitchen fitted in May and a bench was damaged by the fitter made roughly about 16 phone calls to the warranty people they ordered a new bench waited for a phone call to say when it will be fit done no call. I rang them after 2 weeks they would investigate what went wrong still no call I then again rang in November and they said another bench would be ordered still no phone call to say what was happening. Another call made in December and they have no record of my claim on the warranty what the hell are these people doing not at all good customer service but I will get it sorted after Xmas or I will be taking further advice avoid this company people”

Helpful Report

Posted 7 years ago

“fail deliver item 4 times... still waiting”

Helpful Report

Posted 7 years ago

“For a Kitchen just under £13,000 I am appalled at the ‘customer service’ this company offer! Firstly the kitchen start date was put back twice - first time by a couple of days which isn’t a huge issue, but to then be told it has been put back by a full week! After the current kitchen had been stripped down! During the install of the kitchen materials were missing throughout the whole process - thank goodness our fitter was a 5 star fitter or we may still be waiting for materials now. We couldn’t fault the actual installer who B&Q subcontractoed to us! Finally our kitchen has been finished for a full week - we are yet to have the rubbish removed from our driveway- even though we were told someone would be collecting this yesterday which meant we waited and wasted a full day! Rang B&Q today to be told they don’t know if it will be today either! 3days before Christmas and rubbish all over the drive way and blocking the garage ! This company should be avoided at all costs! If you want 5 star customer service please look else where!”

Helpful Report

Posted 7 years ago

“Had fitter out told us he could do the job in January as we needed the shower fitted a sap paid the money 2 weeks later on wed 13/12/17 now been told can't be done until March or April you take the money and keep it in your bank we are now in the process of getting our large amount of money back absolutely disgusted”

Helpful Report

Posted 7 years ago

“My mother in law had her bathroom done recently. She ordered it 6 months prior, had to pay in full (which you earned interest on) and was told it would be done in 12 weeks. This 12 weeks ended up being 6 months later. She paid for someone to come and measure but when the installer came the base of the shower was incorrect size, no tiles, no fixtures had been ordered by the B&Q Project Manager or lack of one. Her original tile selection was no longer available so had to reselect. From start to finish it was a shambles. B&Q this is a 70 year old lady who didn't have a shower or toilet in use for days because of your appauling lack of Project Management and service. There has been no apology, no refund for the measuring and certainly no apology, shame on you.”

Helpful Report

Posted 7 years ago

“I would give no stars if possible. Placed an order for tiles two weeks ago and was suppose to arrive on the Friday and didn't arrive. The driver complained saying he cant do the delivery as people were beeping there horn at him, anyways they said they would re deliver on the following Tuesday and yet again I was lied to as I called numerous times and they responded with its on its way. I am yet to receive my deliveries and I had paid for and organised my work shift around to accommodate for this. i have lost out on the builder costs as well as taking my time off work.”

Helpful Report

Posted 7 years ago

“Terrible installation, carried out by local, so called tradesmen. After service to correct the many issues that arrose was frankly a joke. I cant emphasise enough. DO NOT GO NEAR THESE PEOPLE. You would do better to gamble on using an unknown person recently released from a maximum security jail. An absolutely horrible experience that I will NEVER repeat (I won't even use the store to by a paintbrush now on principle).”

Helpful Report

Posted 7 years ago

“Countless issues with our very expensive bathroom installation - it was not professionally finished at all. Constantly having to chase up customer services - they never call you back! It took months to get our issues resolved and for our bathroom to be "finished" - but it's still not done properly. We agreed a compensation amount after B&Q sent round their own inspector to look at our issues - which we were told would be sent via cheque in 28 days!. 28 days!!!! Well, surprise surprise, 28 days is up today and the cheque is nowhere to be seen.... chasing up our "case handler" but if previous comms is anything to go by, we'll get it all sorted by the end of 2020..... If you value your wallet and your sanity, do not use them for installation. Buy their products, if you must, but get someone else to install. I cannot describe how disappointed we are with the whole experience.....”

Helpful Report

Posted 7 years ago

“Delivery driver refused to drive up the lane to deliver worktop to home despite having been given assurances that the estate was fully accessible and that I had had a full kitchen delivered by a similar sized vehicle 2 weeks earlier. If bin lorries can drive round our estate this jobsworth driver could do so as well.”

Helpful Report

Posted 7 years ago

“No orders received. No communication, Two orders have not been delivered”

Helpful Report

Posted 7 years ago

“delivery didn't arrive, the order hadn't been processed correctly, after HOURS trying to get through finally spoke to someone, after requesting a refund because they couldn't get the goods to me was told as the name on the delivery wasn't me( my card that paid for the goods but getting delivered to my daughters house)they couldn't give me a refund. It was my debit card NO ACCOUNT held with B&Q, so just a pathetic excuse for trying to get out of giving a refund.”

Helpful Report

Posted 7 years ago

“Bought rug form the stote in new malden and brought it home and opend up to find 4 or 5 mouse in the rug my home is infested with mouse”

Helpful Report

Posted 7 years ago

“Wish I could give zero star as your service is deplorable, bought a £10,000 kitchen had to pay upfront,I can see why now. Kitchen delivered with missing items, damaged items, wrong items, customer service couldn't care less, replacements delivered when they feel like, if at all, wrong replacements delivered. Lie after lie after lie given on delivery of replacements,still waiting for items to be delivered after 5 weeks. Kitchen fitters are great, feel sorry for them as they don't get paid till the job is finished. My advice don't get kitchen from B&Q.”

Helpful Report

Posted 7 years ago

“Currently having kitchen fitted five weeks so far, items not delivered, items delivered damaged,lie after lie after lie about replacement delivery, cannot trust anything they say, I really wish I had never purchased from B&Q. If you read this please shop elsewhere.”

Helpful Report

Posted 7 years ago

“Worse customer service I have ever come across ordered a door 4th November 2017 it was never dispatched and I am still waiting for my money back rang them 6 times each time they promised me a ring back not one of them has rang me I will never shop there again disgraceful.”

Helpful Report

Posted 7 years ago

“I was deliver two doors that were the wrong size, I have tried phoning them on numerous occasions just listen to there music, no one answered. In the end I went into a store who gave me return for the doors to be collected from home. It has been more than a week and I'm still waiting for them to collect the door, I have tried phoning but no answer. They are very helpful with you buying the goods but rubbish if you want anything items collected from home. The number 03330 143357 they never answer!”

Helpful Report

Posted 7 years ago

“Ordered a £10,000 kitchen from b&q in september 2016 only when someone came out to measure for worktop in November they told us that we could not have the sink we had chosen with the style of worktop (this should have benn explained at planning stage)and had to decide to have an undermount sink there and then or fitting for worktop would be delayed until new year (2017) when they did bring out worktop it had the wrong edging to it so again delayed fitting as for all the problems we were told as compensation we could have upstands for free by b&q and the order for them had been put through for which we were sent an invoice .........after losing count of how many times we had to call customer services they eventually told us in October 2017 that we cannot have upstands and the phone was put down on us SO after a year the kitchen is incomplete as we had to wait for promised upstands that never came ....... we spent a huge amount of money with b&q which we completely regret should have gone to a smaller independent company that would know about customer service .....at b&q all that happened is they are extremely helpful in taking your money from you but after that they treat you like dirt. BIG LESSON Learnt will not be using b&q again for anything they do not deserve my custom.”

Helpful Report

Posted 7 years ago

“Kitchen delivery wrong . When cooker hood arrived it was damaged . Oak worktops are warped . No satisfaction with Bq customer services. Keep away from these cowboys.”

Helpful Report

Posted 7 years ago

“ordered item on-line , got phone call next day , item pricing error , will not receive item & get re-fund. NOT HAPPY !! spent approx. 3 hours phoning customer service , someone will phone back within in 48 hours , [ waited 3 days no call ] phoned again , promise someone will call next morning [ no call ] finally managed to speak to a manager , sorry could not do anything but would send voucher for £3 in e-mail , guess what , still waiting . WILL NOT !! order anything else from B&Q on-line or go to their store, seems they can advertise a price but then cancel it, are any of their prices on-line correct , who knows. Not a Happy Bunny.”

Helpful Report

Posted 7 years ago

“Terrible on line service ordered 4 internal doors £108 each no e mails or phone calls regarding delivery times . Only three doors arrived all damaged other door came next day damaged. Eventually after waiting 35 minutes on phone on three separate occasions to get through to customer services to complain and discuss the doors were reorderd new doors were delivered and damaged doors collected 7 days later. But again no phone calls or emails to say they were being delivered Because of the delay in getting the replacement doors it cost me £75 extra for another company to fit doors as the previous joiner had other commitments. Customer support have never contacted me yet. Extremely poor after sales .”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews