B&Q Reviews

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

2.2 Rating 2,619 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,619 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered garden furniture on line. Delivery arranged for one week later but text came through saying there was a system error and they would be in touch. No delivery and days with no further contact. I emailed to check status to be told a delivery arranged for a week and a half later. Delivery driver arrived with no products in his van(you couldn't make this up) Called customer services to be told items were cancelled by someone and now out of stock for next few months. Not great. Incompetent and poor communication and service. To top it off furniture still being advertised on website and still able to order. Get it together B &Q”

Helpful Report

Posted 7 years ago

“Customer service below any standards. My shower screen exploded when nobody was in the bathroom. They offered me a replacement I have requested a refund but they are unable to provide me with it. My wee daughter could have been injured twice as while installation a guy put his foot and made a big hole in my ceiling. Absolutely disgusted. DON't GET A BATHROOM FROM B&Q !!! DON'T get anything from them !!”

Helpful Report

Posted 7 years ago

“am absolutely disgusted with your customer service. I ordered some composite decking on 20th may and your website said 4 days to deliver. 21st i received an acknowledgement. 23rd i had a text from dx delivery informing me that the delivery would be 24th morning. then had to make arrangements for someone to be in to sign. 24th may at 12.10 i had a text from dx to say the order had been delayed and they would contact me with a new delivery. When i visited scunthorpe store the assistant told me the order had been received at the wrong depot. I sent an email to a Ben in customer services who told me that the order would then be sent out 30th May in the morning. Incidently, I required the product to complete a project bank holiday weekend for a party on the monday. So today, NO ORDER DELIVERED AGAIN!!! I went into the store and spent an hour listening to the idle chit chat of 2 assistants complaining of dx delivery. They told me that the consignment was damaged! So to summarise 1/ 2 failed deliveries 2/ 3 reasons for non delivery, wrong depot, out of stock and damaged in transit. 3/ I am a gardener by trade. If I had ordered this for my customer I would probably have lost the contract down to your incompetence. no replies to 3 emails mrs Lindley”

Helpful Report

Posted 7 years ago

“Am a holder of a Diamond Club discount card. Read t&c's which says 10% discount applies to items available to take home (i.e. available in store) . This was confirmed by the sales assistant..Bought a shower door plus vinyl flooring total cost c£380. On paying expected a discount of £38. Actual discount was £9. Discount was not applicable to shower door even though this was a store stocked item. At best this is poorly worded t&c's and poorly trained staff or simply a con.”

Helpful Report

Posted 7 years ago

“Most of my kitchen I ordered arrived except for 4 items. 3 of which were meant to be deliver a week after the majority of the items. In between these two delivery dates my file was corrupted on there system and customer service said I had to prove I had paid for the missing items. They also tried to imply that I had somehow done something to my file. At this point I went asked for her Manager to phone back. I am still waiting 3 weeks on! So I took all the paper work to the store that took my money to prove I had paid. This I did and they took copies. When I asked when the missing items would be delivered they said that 3 could be delivered within the week but one would not be available for 2 months. As it was something I could get from any electrical supplier I said I didn't want it and wanted a refund. I got a refund but for less than I paid for it. The whole customer service experience was non existent. And I am just about to let my credit card people know that I have been underpaid for the item they couldn't supply in time for my kitchen to be finished. Would not recommend.”

Helpful Report

Posted 7 years ago

“Hated giving this company even one star!girls in store were fantastic but 5 attempts to deliver kitchen and no show booked annual leave on 2 ocassions no email no contact to say they wernt coming. Waited in all day again for kitchen handles and yet again no show and carpenter coming back in morning for 4th time and im dreading telling him still waiting! Disgusting really would never order anything again!”

Helpful Report

Posted 7 years ago

“Wanted to Place an order for over £400 for delivery only to be told that we would need to order more bulk items i.e sand or hardcore as we could only have delivery if bulk items were over £100. We were told the stone flags we were also ordering didn't class as bulk items as they came from somewhere else. We were told this was to make it worth while sending a van out. I would have thought that us being regular customers and paying extra for the delivery it would have been worth the custom, obviously NOT. We have ordered the said goods else where with delivery for a much cheaper price.”

Helpful Report

Posted 7 years ago

“Delivered my large order on time and very helpful when unloading.”

Helpful Report

Posted 7 years ago

“We purchased a kitchen from B and Q homefit Do not as, once you have paid in store the stress begins. Wrong items were delivered when we re ordered the correct items we were told by homefit that they would arrive on a Tuesday, however when they failed to turn up were told it would be Saturday. The fitter is supposed to have completed Thursday before the delivery of the handles, now saturday. He will not be able to complete his job and it delays his payment for his work all at the hands of homefit management. communication with B and Q homefit is virtually nil. They can not even get my phone number correct. If you complain to homefit they are so rude they talk over the top of you Disgraceful attitudes and very poor communication. Once you you ave paid you become a name that they no longer are interested in.”

Helpful Report

Posted 7 years ago

“James in trade at B and Q Stockton on Tees was extremely helpful... He went out of his way to make my visit successful and straightforward... Really good chap! Thanks...”

Helpful Report

Posted 7 years ago

“Today I bought a sink waste kit from Bolton B&Q to replace the broken one in the kitchen. Fitting it was quite straight forward, but one of the joints was dripping. I went back to B&Q to ask for some advice. I talked to Ilya; he was very patient and helpful. He showed me how to fit it properly and I found out the way I fitted it was wrong. I came back home and refitted the kit. Perfect! The sink was good as new and no dripping! A big thank you to Ilya! You are a star of B&Q!”

Helpful Report

Posted 7 years ago

“Today 02/06/2018 @ 11 AM purchased some heavy items from B& Q Stratford On Avon was helped by two very helpful lads nothing was to much trouble there names were Tom H and Jake L well done lads thanks ( please send my compliments to the lads ) Mrs R Heppell”

Helpful Report

Posted 7 years ago

“Saturday delivery booked as signature required. Ordered a huge shed, cut holiday short to be home to sign for it and it was a suprise gift for my husband's birthday. Delivery company called 45 mins into delivery slot to say it wasn't coming due to lack of driver! They had rearranged for Monday when no one will be in hence Saturday requested. They can't rearrange for next weekend, they can't deliver today and they didn't care. Do you have a safe place to leave it they asked...its a bloody great Shed!. Called b&q to cancel order as everything was now ruined. Can't it be left with a neighbour they asked...oh yes coz they have space for a huge Shed!!!!! Never again!! Plus I have to wait another week for the refund! My parents and neighbour next door but one were going to buy theirs here too but not any more. We are all looking elsewhere! Well done B&Q way to loose business. Forest delivery...avoid any company that use them”

Helpful Report

Posted 7 years ago

“I use Tunbridge Wells B& Q a lot and the Guys and Girls on trade point are always brilliant. But I have to say that Charlie on trade point was exceptional on Thursday he helped me load my van and had his usual happy helpful attitude was a breath of fresh air.”

Helpful Report

Posted 7 years ago

“If it was possible to leave no stars at all I would. Terrible experience with order and delivery. They had 6 weeks to plan the delivery but made no fewer than 5 mistakes with the order. I had to wait days between for correction of the mistakes, In one instance 1 week. No one in B and Q was able to take ownership of the problem. No one knew why the mistakes kept happening. All they seem to be able to do was apologize. I could't even get direct number or anyone to pass on my concerns to. Oh how I wish I checked their reviews before ordering. Do not make the mistake of buying anything you can not immediately check and carry away. They are not professional at all and extremely incompetent in my view.”

Helpful Report

Posted 7 years ago

“If you are thinking about getting your kitchen from b&q think again. It has been a nightmare. Told us we wouldn't get our oven until 7months time when kitchen was already delivered then we had to get a different oven. Had to go down to the warrington store because we were getting ignored over the phone. Than the fridge-freezer came we plugged it in and we found out its not frost free what we asked for now they are saying we can not exchange it so we are stuck with a fridge-freezer that we don't want and my kitchen is incomplete because I cant fit the doors to the wrong fridge-freezer so we are going to be out of packet now. Bad customer service”

Helpful Report

Posted 7 years ago

“Shocking service by the homfit team. Twice cancelled installation dates. Then random working paterns. Most important he left our house with exposed sockets to start work in another kitchen because his manager said he had To stat it by a certain date. This is extremely dangerous.”

Helpful Report

Posted 7 years ago

“Dreadful customer service. Take ages to reply to e-mails, or more often than not, simply ignore them. Will never shop in B&Q again.”

Helpful Report

Posted 7 years ago

“Staff were very very friendly and happy to help. One member of staff inparticular help load the heavy items.”

Helpful Report

Posted 7 years ago

“It’s company policy is to blame their customers when the handles unclip from their own brand paint, which then falls and sprays said paint over customers shoes and car. They take no responsibility and head office state it is customers error and refers you to their ONLINE terms and conditions. Rude management in their Torquay store. Be careful and don’t use the flimsy handles on their own brand paint!”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,619 reviews