B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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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118

Anonymous

Anonymous // 01/01/2019

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

“Shocking product and abysmal exchange customer service. Having been a B&Q customer for in excess of 20 odd years, I am finding I will be going elsewhere. Staff at the Shrewsbury branch were downright rude. Purchased 2 gas BBQs, on reading the reviews and the cost of acquiring gas, as the store don't sell BP gas refills, I decided within 10 minutes of buying them; to take the unopened products back for an exchange. For which I thought would be a simple process. Approached the exchange desk, not doing exchanges, so waited in a baking hot store for a checkout to become available. Only 3 checkouts were open. I went to the end till CASH AND CARDS. Remember that it will be important shortly. Cashier was an abrupt person Kat. Asked to exchange the products for a charcoal BBQ and a pack of charcoal. She took out a pair of scissors and opened both returns which were sealed, peeped inside the box. "We have to do this as it's company policy". We'll that was news to me. So the exchange goes ahead. I had used an online email discount of £5 off when spending £50. So the new product meant that I should not have any difference to find. NO! "YOU CANNOT HAVE THE SAME VALUE ON A NEW TRANSACTION". I paid the extra £5 so now the discount had disappeared into thin air. I dared to pay by filthy dirty cash. Again the grumpy cashier objected. I asked for a manager and got fobbed off by a supervisor. Who was most unhelpful until I demanded the £5 cash back and that the voucher was a complete con. She begrudgingly refunded it. I complained regarding the tone and demeanour of the cashier. Told them I would take it further. Neither were bothered. So if I was you don't try to B&Q it. Choose a reputable retailer who is customer focused and friendly. There is no customer loyalty at B&Q.”

Helpful Report

Posted 4 years ago

“Ordered online. Items delivered in two separate deliveries. One item had been opened and re sealed and had parts missing yet had been picked for our delivery. It looked like a 3 year old had resealed it leaving large gaps in the packaging. Another item was not in the parcel altogether. After an online chat to sort this issue i was told they couldnt as the items had come ftom the Derby shop ! However i had ordered online ! The second delivery of fence panels was just left outside out house propped against the wall, despite there being someone in the delivery driver did not knock the door or alert anyone of the delivery but just left. We found the items sometime later when we left the house. Over All really poor service from B&Q and I won't be ordering again.”

Helpful Report

Posted 4 years ago

“Inverness branch today. Approached 2 B&Q employees to help with 20 bags of cement at 25kg each..... both refused and walked away! I don't find this acceptable, would be interested to know if anyone else does??? Actually feel pretty angry at their absolute lack of interest.”

Helpful Report

Posted 4 years ago

“disgusting, boorish, unacceptable attitude towards customers! bought a Blyss air cooler for 99 pounds in the city of Eastleigh, but it turned out that this is not a cooler but an ordinary fan, moreover, very noisy and expensive. I packed everything neatly as it was when I bought it, brought it back, but then I was stunned by the news that electrical appliances over 45 pounds were non-refundable and sent me home. I studied my rights and consumer rights laws and realized that I was brazenly deceived. returned to the store, the manager and three more sellers attacked me nervously, proving that I was wrong! I asked to show me the 45 pound and return law, the manager said that she did not say that, but they did not want to take the cooler back, I insisted on my rights, they were very reluctant to check the cooler, when they opened they were surprised that it looks very well packaged and started to show me that I did not even open it, but I say that I do not like how it works. it turns out that I put everything in its place and returned it neatly went not in my favor. In general, they took him back, but they were very unhappy. when I was leaving the manager told me that next time if I am not sure that I would not buy anything !! and I decided for myself that I would never use B&Q store again and would spread this information to the largest possible audience, let everyone know that in this store the client is treated like garbage! wasted nerves and time that no one will return to me! I hope this boor will be fired so that it does not spoil the mood of the buyers!”

Helpful Report

Posted 4 years ago

“Sell items they can’t provide then leave a message telling you they’ll just refund and cancel a week later.”

Helpful Report

Posted 4 years ago

“Stock not available always - Most of the items in B&Q website always not available and wonder why then to advertise first in place. It looks like someone doing bulk buying that leads to always stock not available. Some one needs to investigate.”

Helpful Report

Posted 4 years ago

“I rarely shop at B&Q as I feel the prices are extortionate compared to other retailers. However, this review relates to poor inventory accuracy. On a recent Sunday morning, I was desperate for 2 x paving edging stones. Whilst placing a “click & collect” I was advised as to which branches had sufficient stock to cover my measly order. After deciding to order from a nottingham branch that supposedly had stock, I traveled 20 miles to the branch in question, only to be informed that my order had been cancelled due to a lack of stock. Asking to check availability at an alternative branch, I was advised that a second Nottingham branch stating that they had 33 items in stock. I drove a further 6 miles to the second branch, only to be told that they didn’t have any stock. Whilst checking stock levels electronically, a sales associate informed me that the first Nottingham branch supposedly had 25 items in stock (which was obviously incorrect). After traveling 52 miles, I was left both angry and frustrated. Other DIY retailers who offer “click & collect” services have “live” and accurate inventory systems. EXAMPLE: If I wish to purchase 5 items and only 3 are available, I am informed immediately, BEFORE, orders are confirmed. Lesson learned, I won’t shop at B&Q however desperate I am !!!”

Helpful Report

Posted 4 years ago

“I would never buy plants from B&Q. I spent £60 and not one survived .I am a gardener myself, Buy elsewhere”

Helpful Report

Posted 4 years ago

“Ordered a set of kitchen cupboards from the store over a month ago. Got a delivery date for 31st July. Delivery never arrived. Support over the phone and emails would give me completely different instructions and information. Called them yesterday, told me they will deliver today and will be given time slots. Never received any text so called them once again only to be told that they actually do not deliver to my post code or god knows what. Now I cannot even cancel order as they are trying to sort it out so I have had 311 pounds frozen with them for over a month and no items delivered. A complete joke and utter disgrace! I will never order anything for the delivery from them!”

Helpful Report

Posted 4 years ago

“Difficult to buy anything online from b&q. For bulk delivery, on the information page, it stated: "for free delivery has to be min.£100.-". So, when I ordered items for £105.-, at check out point, it stated delivery is £30.- , which is different from the originally given info.”

Helpful Report

Posted 4 years ago

“Bought a kitchen in Jan and due to covid delivery was delayed from March to April... then may... then June... then July. Our issue isn’t the delay as we understand the current situation, but every single time it was delayed we weren’t told no one was coming and wasted a day off. One cupboard door arrived on its own(?!) damaged and in packaging that was also so damaged it wasn’t actually secured on. Disposed of the packing and was told someone would collect the door - they arrived and refused to take it without packing despite me advising of the above. Said we have to go to a supermarket for cardboard and make our own packing. 9 emails and 5 twitter messages went unanswered until finally I managed to get through on the phone and cancelled the entire order. Was told “it’s been 5 months you can’t just cancel” - explained the above and they reluctantly cancelled but very obviously was a major issue for the call handler to have to sort this for us (made apparent with lots of huffs and puffs!). Still awaiting refunds - cannot stress enough, do not buy from them. We saw so many bad reviews and thought it’ll be fine...”

Helpful Report

Posted 4 years ago

“I purchased wardrobe doors and a wardrobe kit from B&Q. The kit comprised 2 columns of shelves. One column kit had all the correct parts. The other column kit had a blank shelf which was supposed to have 4 bracket fixings, 20mm dia and to a depth of about 3/4 thickness. I contacted B&Q on 26/6/20, initially by phone. It's all automated, having negotiated the maze of options, got through to the one for live support. Silence for about 1 minute, then the message 'the other party has disconnected' Wasted money trying that a few times, while at the same time submitting online query on their website and emailing. Had an email reply on 5/7/20 apologising and stating replacement is needed, but no details on when or where. Have emailed several times since, but only get automated reply. As at 1/8/20, B&Q still failing miserably and I'm stuck with a blank shelf. Absolutely useless.”

Helpful Report

Posted 4 years ago

“Went there to take a faulty Strimmer back. Staff extremely rude. Had to wait approximately an Hour for a Refund after a lot of inquisition. They tried to make a fool of me and my Son, whilst other Customers just looking. So embarrassing. Will never go to another B and Q again.......!!!”

Helpful Report

Posted 4 years ago

“Aintree branch today at 12-30pm, like COVID 19 Central. I couldn't spot one member of staff, tills & shop floor wearing a mask. When I queried this on the till the middle aged woman informed me it was their choice. I informed her that if her fellow staff members coughed in my face I would be a victim of their lax discipline. She just shrugged. Stay safe,avoid at all costs.”

Helpful Report

Posted 4 years ago

“Purchased scratch resistant flooring and within 12 hours of it being down it has scratched! Contacted B&Q in January and apart from repeated emails requesting the same information from me, nothing has been done! Awful customer service! I’m sure this is against my consumer rights!”

Helpful Report

Posted 4 years ago

“Very poor customer service. No interest in helping customers at all!! Homebase totally a better organisation. Will never return”

Helpful Report

Posted 4 years ago

“I happened to have the unfortunate experience of having to use B&Q(Greenwich)this morning to try purchase paving slabs that needed to be matched in with other slabs, usually half an hour before entering the Greenwich branch I have to psych myself up and ready myself for their appalling lack of customer service skills and wrestle with their atrocious lazy attitude, (B&Q staff in Belvedere and Dartford are quite helpful) A total waste of my morning where they were showing a stock of 49 slabs before leaving my house, when I checked the section there were no slabs there, I proceeded to find a member of staff to ask if maybe they were in the store's warehouse yard awaiting dispatch to the section, he rudely pointed me to another member of staff and if by premonition or great intervention I already knew what this other member of staff would say before the words could even leave his mouth "sorry sir if they ain't on the section wee don't ave em" I'm sure this is a well rehearsed answer in the Greenwich store, rather than me trying to explain that your showing 49 slabs he wasn't programmed in the world of customer service to dissect this information or use his initiative or brain to be able to say " let me check sir why we're showing 49 or let me find someone more experienced that can help you, his answer was a very reassuring "hav you try Beckton mate? so rather than me try to re-educate him in the simple laws and skills of good customer service and have him, zombie like, look straight through me and think has this geezer just landed here from another planet, I proceeded to ring B&Q customer service who informed me that I could pay for the slabs online and be reassured that I can pick them up the following day, great idea in theory you'd think!, until you go to pay for them online and it's not giving you the option to click and collect rather the option is pay £30 and you can have them delivered while I have my big van parked outside where I can load them in myself. On a serious note, poor store management leadership leads to poor colleague performance on the shop floor, that's why I tend to mostly shop in Screwfix or Toolstaion who are miles ahead of B&Q not only on price but also customer service, wakeup B&Q head office you've really dropped the ball regarding this store especially in these unprecedented times we're in, the bigger you are the harder you will fall”

Helpful Report

Posted 4 years ago

“B&Q Croydon, Valley Leisure Park Estate: So bad organised, screws and accessories department is a complete mess! ... looks like abandoned ...”

Helpful Report

Posted 4 years ago

“We ordered a kitchen including a dishwasher sink tap and extractor. The delivery was arranged to the property where the kitchen fitter was waiting. Later in the day we had an email from B&Q stating the dishwasher was no longer in stock and offered an alternative. Why we were told after the delivery and not before is very poor. However, we looked at the alternative offered and accepted that. We were told we wouldn't have to pay the difference as agreed with the customer services manager. Was told we would receive an email confirming this once forms had been returned that evening stating dishwasher not delivered. The problem was handed to me by my husband who ordered products and the adviser spoke to me and was very helpful. I pointed out that the plumber was booked in to fit the dishwasher etc as per the delivery date and was going to unavailable after this time. However, the next evening was a totally different matter. As we hadn't received an email I rang customer services again and spoke to Craig who refused to talk to me about the problem as the account was in my name. I explained that i had spoke to the advisor the previous night he told me he wasn't prepared to lose his job for talking to me even though I had told him word for word what had been agreed. I asked to speak to a manager and he said I couldn't. I asked again and again he refused. I asked his surname and he refused to give me that and hung up. My husband has since rang and put in a formal complaint has heard nothing since. Has rung again since to find out what is happening with the dishwasher and not sure when this could be delivered. Have now asked for money to be returned and we will shop elsewhere. We were then told would have to check to see if we could have our money back! Absolutely disgusted with service and attitude of staff on customer services telephones. Seriously think about buying anything from these.”

Helpful Report

Posted 4 years ago

“Terrible company has complete disregard to customers, during covid the door ‘nazis’ were particularly unfriendly as well. Never going to shop there again .”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,595 reviews