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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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

“HELPFUL STAFF AND GRET VALUE”

Helpful Report

Posted 7 years ago

“I bought some lawn turf on Friday 25th May at the Larkfield store. They were laid the same day. I am very disappointed in the quality of the grass. I wish I had gone elsewhere. They would have been cheaper at the garden centre, but it is further away. Difficult to return lawn turf once laid. Very unhappy with the quality...and I am stuck with it now. Unable to send photo. Not very good at IT.”

Helpful Report

Posted 7 years ago

“Titchfield Fareham Store is a NIGHTMARE. Only 2 tills open with people working them. Long queues. Went to self check out. OMG TERRIBLE. Then man comes over to release the till with a large bunch of keys trying to fiddle with the little button to release the till. Happens 4 times over. So gave up walked out. Why can't you have a employee with a card like Tesco or Sainsburys to do the same process. By the way, very rarely have this problem in either Tescos or Sainsburys.”

Helpful Report

Posted 7 years ago

“Went to my local store ..had measurements for my bbq in feet and inches ..asked salesperson what was the equivalent in cms..she told me she doesn't measure in cms and go find a tape measure!!”

Helpful Report

Posted 7 years ago

“Over the past 2 weeks I have been into the local Grimsby branch of B&Q (May 2018) They appear to have lots of staff, but none of them out on the shop floor. They all appear to be hiding away,,, either on their mobile phones or huddling in groups in the kitchen areas. On this occasion my need was small, I only needed some coat hooks around 14 of them and all I was told, is that the stock goes straight out on the floor and we don’t have any,,, sorry,,,,,,, after 2 weeks if looking and asking????? After a 2 weeks I gave up It appears the top brass don’t care, as they will simply put the cash into something else,,,, I hope not,,, But what I found, is that they have poorly trained customer focused staff, who need to understand that “us” the public will determine which outlets live or die. Finally,,,,, I for one will not be shopping there again,,,, ever.”

Helpful Report

Posted 7 years ago

“I bought a bathroom from B&Q Nelson. The sink was cracked and the unit was sub-standard. I went into the store with some photographs of it and spoke to Sophie and James, the manager. Their customer service was exceptional and James understood that it was a genuine complaint. He gave me great advice and directed me to a sink and unit of superior quality. He then said that I could have it for free because he knew I would have to get the first sink out and pay for the installation of the new one. I cannot thank him enough because we are on a tight budget. There was no arguing or haggling just great service. I will always use B&Q Nelson for all my DIY and gardening needs. They were more concerned about the disruption that had happened and did all they could to put it right. Thank you so much, it is refreshing to know that B&Q put their customers first before profit.”

Helpful Report

Posted 7 years ago

“double delivery/ false deliveries- pieces missing took weeks to resolve. Over run an contract all for a substantial expensive Kitchen. frankly staff clearly don't care! They have a fixed compensation scheme so Obviously I'm not alone Never again!!!!”

Helpful Report

Posted 7 years ago

“Customer service line the worse in the country. Totally appalled by the 20min wait times to speak to someone and no one ever chasing up my paid for order that I've never received. I don't know how companies get away with this service and yet B&Q do. I will never buy from B&Q online again which means hopefully never having to ring their awful understaffed customer service team. B&Q you should be ashamed.”

Helpful Report

Posted 7 years ago

“*****DON'T BUY***** ANYTHING FROM THEM THEY TAKE YOUR MONEY AND WHEN ITEMS GET RETURNED THEY IGNORE ALL YOUR EMAILS DON'T REFUND YOU!!!!!!!!”

Helpful Report

Posted 7 years ago

“Newry store. Ordered a kitchen. Paid for it in full. Didn't arrive on given date, arrived a week after. Bits missing. Back and forth to store and very unhelpful man. He said it is costing them to deliver? We paid for delivery abd surely, all the parts should have been checked properly? Phonecalls were a waist of time as never returned....worktop in utility is too small, no over lap for units. Absolutely disgusted with how rude the man was... Two months later, we are still waiting on a larder pull out, doors etc.... Customer service is a joke. I will never buy another product from b and q. Would rather have given zero rating!”

Helpful Report

Posted 7 years ago

“Item available online but the website wouldn't allow me to buy. Called them and they had the item in stock but wouldn't hold it until the morning or allow me to pay over the phone. Spoke with various members of staff and no one was able to help. Surely there should be something in place to allow you to purchase available items when the websites down? Not great customer service!! Lost a customer here. :(”

Helpful Report

Posted 7 years ago

“We brought lovely tap for kitchen sink took it home tried to fix together couldn,t do it .Back to B&Q to get help.bumpt in to Felix of the Watford Store. Knowing what a nice and helpful man he is l explained our predicament. Felix our Knight in shining Armour fixed our problem and left us feeling so happy. This man Felix is such an Asset to B & Qs.”

Helpful Report

Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 available in 28 days which today we are told is stuck in your system 6 weeks later.. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this is dreadful for a company the size of B&Q. DO NOT BUY A KITCHEN FROM B&Q !!!”

Helpful Report

Posted 7 years ago

“I recently bought flooring and tiles from B & Q which was proved to be a very good buy as it all worked very well and when I found I had bought too much they refunded for the returned goods immediately.”

Helpful Report

Posted 7 years ago

“had full bathroom fitted last month can honestly say the job went fantastic no problems whatsoever fitters were very nice and helpful and completion was a little over but that was our doing am so so pleased would deal with them again. and the price was the cheapest quoted. (Lincoln)”

Helpful Report

Posted 7 years ago

“Ordered a full kitchen and been messed about with the order. Everything arrived by piece meal, some items were damaged and needed returning, some items were missing and still waiting for worktops some 3 weeks later. Absolutely appalling service. Sat in store for 2.5 hours trying to resolve matters and still no further on”

Helpful Report

Posted 7 years ago

“B&Q lincoln, the worst understocked store in the country. The manager This store is most probably the most incompetent manager alive,no matter what I was looking for it was not in stock.Alex”

Helpful Report

Posted 7 years ago

“Absolutely shocking no wonder I don't go to b and q anymore. Ordered willow trellis on line and due to pick up one hour later. Got a telephone call not to collect as they haven't got it in stock. But I would receive an email saying it was ready to collect. I asked them to see if they could locate some in the north east. They rang back saying they couldn't find any, I would get a text saying I collected it. Not happy. I haven't collected it so why lie, and I have to wait 5 days. Forca refund.Shocking service, definitely lost faith in b and q”

Helpful Report

Posted 7 years ago

“Bought something online with collection in store. They took the money from my account and they confirmed that the product is waiting for me in that specific store( Barnet - New Southgate, London). When I arrive there this is the actually never had this product and they offer me the same thing(diferent brand) but with the price more than four times higher and they said that's the best thing that they can do. When I complained to customer service they reply to me by telling me that's nothing that they can do, store managers take the decisions. Basically the past me one for me another until I give up. And they actually send me an email saying that they give me a full refund because I choose to cancel my order. Is not just that I wasted my time and money but the way how store manager and customer service people treat it me”

Helpful Report

Posted 7 years ago

“AVOID B&Q KITCHENS IF YOU DON’T WANT TO BE REPLACING YOUR KITCHEN AND HOUSE FURNITURE AFTER A YEAR!!! We’ve bought B&Q kitchen and installation through B&Q 2 years ago and 1 year after the installation kitchen started falling apart. When we purchased the kitchen and equipment B&Q guaranteed the kitchen for 2 years. When we contacted B&Q they said that we the guarantee doesn’t cover most things! They said that they will come to fix some things as a goodwill gesture. They send one of the employees to fix a few things (not all of them) during the working hours so we let him in and left in our flat. When we came back our wooden dining table was dusty, fluff was hanging from it and it had huge, long scratches and deep cuts all over it. We found extremely disrespectful than their employees allowing themselves to treat someone’s house and personal belongings like this. It was obvious that our expensive dining table was being used as a tool bench!!! When we contacted B&Q and send the images as a proof they said that we have no evidence against them and implied that we are lying. And of course, there was no apology! Now we are left with £350 worth in damages + the kitchen which is falling apart for which we paid £6,000.”

Helpful Report

Posted 7 years ago

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