B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 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

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

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

“1- customer service very poor 2-B&Q staff attitude stink 3- delivery its a joke 4-you won’t see me again 5- the architect got wrong megerament .not line up at all .. 6- you will never see me again .”

Helpful Report

Posted 7 years ago

“Ordered tiles for 9th of January. It's now the 12th. Still no sign. I have had to initiate any communication. When you do ring they claim it's in their terms of sales that it may not be delivered that day. What's the point then? Took a day off for this nonsense. Had a tiler booked in too that I had to cancel. Horrible experience.”

Helpful Report

Posted 7 years ago

“B & Q advertise that all orders £50 and over will be free delivery. When I 'checked' my item out (a £50 mirror) an additional £10 delivery fee was charged. Upon calling them, I was told it's because it is a 'large' item! - FALSE ADVERTISING! No alternative offered i.e. 'click and collect' either on the item in question.”

Helpful Report

Posted 7 years ago

“The kitchen was designed by B and Q but I had £342 of items and materials that were surplus to requirements. They were duly picked up on BQ uplift scheme . The advice note said I would be credited with the £342 into my account within 7 days. Nothing was sent chased it up followed all the instructions what to do. Coustomer Service said I had to deal with the store after 3 e mails by the store to the “technical department “still no money. So 33days later still no money technical issues still have to be resolved . When I asked what they were and what I could do no answer, still no time given when I will get my money. To top it all the extractor fan does not work after being fitted, it does not take the cooking smells or air away. Followed all the right procedures, engineer came out confirmed it was fitted correctly and that it was not working. Told the store , they informed me that they would replace it but the kitchen fitter had to be VAT registered. The guy I got is not he is labour only but he has fitted for BQ under their kitchen fitted scheme. No unless VAT registered won’t pay for refit I have to go and find a VAT registered kitchen fitter. Don’t use BQ if you think any problems with your kitchen might go wrong they are hopeless.”

Helpful Report

Posted 7 years ago

“Many of the employees at the Durham store cannot answer simple questions about the company's products. This is especially true in the 'garden centre' section, where the staff seem to be largely clueless about gardening. The nails, screws and fixings are in complete disarray - nothing seems to be in the right place; and the prices are outrageous (nearly eight pounds for a small packet of self-tapping screws!). Chaotic, unhelpful, over-priced, poorly trained assistants ... what's to like? This store doesn't deserve to stay in business.I shall certainly go eksewhere in future.”

Helpful Report

Posted 7 years ago

“This company is currently in disarray suffering from new systems that are best not fit for purpose. The staff try to help but are unable to due to the cutbacks in the company. I have recently had a delivery that never turned up and no contact was received so wasted a whole day for nothing. Also, now been told that the delivery depot is closed for 2 weeks over Christmas which I find very hard to believe so currently unable to finish fitting kitchen due to missing parts. Decided to go elsewhere for appliances and AO have been fantastic throughout. Will never order anything from B&Q that requires a delivery again, will still use the store though as the staff are generally helpful and the range is good (although again they have had stocking issues for some of the basics the last few times I have been in....)”

Helpful Report

Posted 7 years ago

“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 8 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 8 years ago

B&Q is rated 2.2 based on 2,618 reviews