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

“Do not buy Cooke and Lewis electrical appliances. I purchased a double built under oven, so far have had oven replaced due to electrical fault, 2nd oven now having same problem. Cooke and Lewis have no record of installation of 2nd oven and are telling me they will guarantee it from the date of 1st oven installation which would have been nearly 3 years old. 2nd oven has intermittent fault where it switches itself off when cooking, both bulbs in bottom oven have blown and the grilling element in too oven had just blown. As they have no record of 2nd oven installation they claim it is out of guarantee. They state as original oven was installed under 3 years ago the spares can be supplied free if charge, however they insist they must fit them at a cost of £100. I have now lodged a formal complaint but judging by past contact with them I am not expecting to resolve this anytime soon. When purchasing my new kitchen I had never heard of Cooke and Lewis appliances, the B&Q team told me they were good quality products which they had very few complaints on the efficiency of the products. Unfortunately to my dismay I have discovered the appliances are really of poor quality. I am now facing having to replace my oven after only 2 and a half years use! Don't be tempted to waste money in Cooke and Lewis!”

Helpful Report

Posted 6 years ago

“Wow. We will hold a grudge and not shop here again for a number of years to come. We spent over £600 on flooring for our kitchen which lasted less than 12 months before it started to disintegrate - luxury vinyl click - do not waste your money unless you think a floor should be replaced each year. This started to peel the top layers away less than a year after fitting so we asked them to come look at it as it clearly IS NOT FIT FOR PURPOSE. So they looked and refused to accept anything was wrong with it. In fact quoted that there was "dust and bits in between the layers of floor" and that this had caused the problem - Someone need to explain to them the difference between cause and effect - the dust was because it had de-laminated NOT the cause. Days after fitting we realised that this floor scratches for fun so we bought cushion pads for all our furniture to protect the floor, even the hoover left scratch marks on it, so we moved to sweeping as it wasn't possible to vac it. After the first attempt to mop it ( which it said on the packet was ok) we realised the ( well rung out) mop had left water stains so we resorted to having to wipe the whole floor on hands and knees with a cloth (no chemicals as that would certainly have stained) . so essentially i have given this floor luxury care and yet it still fell apart apparently due to "no manufacturing fault" . B&Q shirked their responsibility for selling a product fit for purpose - they even said it should have been fitted by a professional - interesting attitude given I bought it from a shop whose web site is diy.com! Which would rather imply that the products they sell are suitable for DIY fitting!”

Helpful Report

Posted 6 years ago

“Went to complain and could not find any place that would deal with the complaint in the shop, no staff available or helpfull either with no managemnt in the shop.”

Helpful Report

Posted 6 years ago

“Horrible company and gone right down hill. Got scammed with the hideous Valspar Paint. Made official complaint. B&q taking ages and just passing the buck suggesting we don’t know what we are doing or that there are problems with my walls. Check out the reviews for valspar - b&q know there’s a problem but prefer to rip off and offend customers. We are taking it further. This company need to take a long look at themselves and how they treat people. There was a time Woolworths dominated the high st and believed they would never collapse. Only a matter of time before the same happens to this lot who have totally lost their way. Will NEVER ever shop at b&q again and given my partner used to spend thousands with them a month in trade it’s absolutely their loss”

Helpful Report

Posted 6 years ago

“Useless company for such big company they just don't care about their customers. The item didn't turn up on the delivery date shown, so 4 days later I call and they didn't even know it had been misrouted or bother to call me to say its been misrouted, they just gave me a tracking number. So I took the initiative to call parcel force, they were even more useless had no idea where the item was, the lady said it would turn up the next day..... did it turn up? NO! I called parcel force once again....the lady said I think it may be missing in the Leeds depot, then she said ask BNQ to send out another one....yeah somehow I don't think that's happening.Parcel force were so unhelpful. I then called bbq and they said that parcel force wanted to start an investigation which would take 48 hours, yeah I don't think so mate, its already 4 days late! In the end after a long persuasive conversation I said to her please cancel the order and I told the lady you fight with parcel force you do your investigations in your own time not the customers time and please just cancel the order and give me a refund. In the end I went in store and bought it within the hour. I usually go in store and c&c this time the shipping was free I thought id save myself the journey.. but that didn't happen did it! Ok so its not completely BNQs fault here its more Parcel forces, but at least have the decency to call up and advise me that its been misrouted, or suggest to cancel the order, If I hadn't done anything it would have never turned up.”

Helpful Report

Posted 6 years ago

“Waited 3 weeks for kitchen units, given delivery date by email. Reminders by text we will contact you the day before with 2 hour time slot,( no text. The driver will ring 30 min before delivery ( no call ) postcard through letter box from parcel force at 8 am unable to deliver no answer. Customer service no help only there to make excuses. A day off work and still no units,what a shambles”

Helpful Report

Posted 6 years ago

“Terrible had a fitted kitchen did not fit because they had not thorght about Height. They did not provide or inform me that I needed extra bits to go round the dishwasher and sink to stop the counter top from swelling. Worst designed sink ever it pushes the water off in all directions on to the counter top. When I complained got pushed to the furniture ombudsman (that they pay to be a member off. Guess who’s favour they found in). Then wrote several letters to them about the problem no reply. Do not buy from them. Have replaced the faulty counter top with a competitors and have had no problems. The large draws are flimsy and self shut draws stop working within a year. DO NOT BUY!!!!! My order number so you know I’m a confirmed customer 0076322234.”

Helpful Report

Posted 6 years ago

“1/10 recomend to no one just wantin my money back but am no getting it. living on the strests no coz a ikea!!!!! raging so a am”

Helpful Report

Posted 6 years ago

“Pure heavy bowfing the amount of nonsense going on in that store is RIDICULOUS and one of the staff had quite the potty mouth!! was only looking for a burd”

Helpful Report

Posted 6 years ago

“Disappointed again today as i went into store to get some tester pots of paint mixed and and not available thats 2 weeks now , wasted trip !!!”

Helpful Report

Posted 6 years ago

“Shocked! just Shocked! Honestly speechless man the customer service was god awful and i cant even think about going back to that store”

Helpful Report

Posted 6 years ago

“Was not up to standard, misplaced my orders for hours on end and made my day 10000% worse. RECOMEND TO NOBODY!!!”

Helpful Report

Posted 6 years ago

“ordered some tiles on line had made payment with card payment was confirmed and delivery confirmed and was given date for delivery b&q phoned the day before to confirm delivery waited in all day no delivery made no phone call to tell me it is not being made i phoned b&q and was told they have not got any of tiles and are not restocking them no apology received and took three phone calls to them to get my money back which took 8 days to pay me back i would not buy any thing from them on line again after 50 years of buying from them never again”

Helpful Report

Posted 6 years ago

“I would not recommend this lighting..... Chesworth nickel effect chandelier 5052931167876 These light fitting are wearing so awful!! Located in bedrooms they look like I smoke 60 cigarettes a day sat underneath them!!!! And of course I don’t there useless. I have to dust them over monthly god knows what’s on them they are totally covered! I also clean them every couple of months, they look discussing they have a film over them, you have to rub so hard which you can’t do very well while swinging on them while they hang from the ceiling this creates an electrical issue that would be a worry if causing loose wiring. I thought it was condensation which was impossible!! I started to wipe them and it didn’t budge. I would not recommend this product if you are looking fir the shiny finish because it simply does not happen. Poor product and poor material tarnishing quickly even after cleaning I’m so disappointed and I am wonder how many more stories about them there are. I have taken them back to Hull B&Q today 24/1/19 after I had previously rang customer services and called Into store for advice and showing them photos I was told to bring them in to exchange, .... now b&q won’t change them. The store manager polished the large flat surface of the ceiling rose fixing and said based on the outcome he could not refund or exchange saying the product needed cleaning. I asked him to show me how the rest of the light fitting would clean up and he declined, he said he was not prepared to show me how the rest of the light fitting would clean up. The poor metal quality of the spiral parts of the light won’t clean up. B&Q have even question the environment in which I have them?.... it’s a clean and dry house just like any home and more so than the B&Q store warehouse that is a far dustier environment than my home but they said there lighting was not as bad as mine after 4 years compared to mine after 15 months putting the blame on me. I have logged a product complaint about them, if anyone has the same problem you need to log a product complaint for B&Q to even consider the poor quality of this product. Not fit for purpose, sold as shiny lighting, actually tarnished JH”

Helpful Report

Posted 6 years ago

“Categories Alternate Text Mike Rawlins For companies Your review counts! You reviewed DIY Add photo Mike Rawlins Mike Rawlins 2 reviews Star 1 Star 2 Star 3 Star 4 Star 5 Just now Totally rubbish customer service Totally rubbish customer service. Handed over £310 for a Sanislim macerator that costs £304.80, for next day delivery to my local branch. I believe the girl on the till gave me the correct change but put down that I only paid £304. I phoned customer services the next day at 11:30 asking if my delivery was in. They said they will make enquiries and phone me back. they phoned my "Wife" back after 30 mins and told her it would be in store after 1PM. I immediately phoned back to confirm and ask them to phone me, not my wife (why they phoned my wife in the 1St place is a mystery). I was then told that my item will not be delivered as there was 80P outstanding, and that I would have to drive to Harlow, 17 miles away to pay the 80p balance and that the macerator would not be delivered until this balance was paid. In the meantime, the shopkeeper at Fyfield cannot trade as they have no toilet and no sink to wash their hands and prepare food. So it was beyond anyone to use their common sense and say, "well lets deliver the item anyway and when the guy comes in to pick up his purchase, ask him to pay the 80p. disgusting and irresponsible behaviour. But they are sorry. pathetic”

Helpful Report

Posted 6 years ago

“Was promised when we purchased our kitchen YOU WILL BE ABLE TO BUY THE INTERGRATED DOOR FOR A DISHWASHER UPTO 4 YEARS we went back to buy it last week only 3 years after buying the kitchen to be told the kitchen we have has been discontinued SOLD TO US BY SALES TAFF WHO LIE TO GET THERE COMMITION NOT HAPPY WOULD NEVER HAVE GOT IT FROM B&Q HAD THEY HAD BEEN HONEST WITH US FROM THE DAY WE PURCHED IT.”

Helpful Report

Posted 6 years ago

“Not a nice place to shop, the staff can be unknowledgeable, the woodcutting servce could be much better, and their is a poor quality of items on offer.”

Helpful Report

Posted 6 years ago

“Took 3 days of work in total for delivery of a door , still never got it , cancelled order in the end , no notice or anything to say it wasn’t coming , shocking service , won’t be buying from them again.”

Helpful Report

Posted 6 years ago

“I have made an order in February 2018 which I have cancelled the order a few days later . I was suppose to get an instant refund atleast within 30 days. Nobody bothered I wasted my time and effort in communication. They claim it was an error made by b&q and now they are saying I have my money given back in the trade account since my balance is fully paid by me I do not see any overpayment. There was lack of communication. Every time I speak or write to someone it’s always someone knew and they don’t know my concern so I have to keep repeating back every time. But it’s going to be almost a year chasing backwards and forwards and still no refunds to this day So I decided to get this matter sorted with the ombudsman for now. Probably get legal advice and may bring this on Twitter.”

Helpful Report

Posted 6 years ago

“I bought some paint from here, not thinking that I would need to check that the lid was secure, once I got home and lifted the carrier bag out of my car, it had spilt in the bag and had soaked through to my passenger side footwell. Looking at the paint, there was no plastic seal (it was a plastic tub). I contacted B&Q and they basically said they aren't responsible for their products when they leave their store and if things are damaged in transportation then that's the customer's fault.....even when they sell faulty products. I won't be buying from any B&Q store ever again and to be honest, you can get most things cheaper elsewhere, you just might need to go to several different stores.”

Helpful Report

Posted 6 years ago

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