B&Q Reviews

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

2.2 Rating 2,602 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,602 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

“I would just like to say a huge thank you to Jamie & Ann from the Swindon B&Q store. I've been doing a garden project laying a new patio & Jamie has been helping me to the car with my click & collect orders of supplies. Both Jamie & Ann have taken a genuine interest in my project & been so kind helpful & supportive, even taking the time to look at my photos. These positive interactions have meant a great deal to me. Thank you. Kind regards, Rachel 😊”

Helpful Report

Posted 1 year ago

“What a shower! Buy something r pensive which is to be fulfilled by one of their ‘partners’: silence til I chase online then get a ref no from the supplier and NOTrscking no. Gone past date due for delivery according to them and still no wiser. My contract for purchase is with B&Q not third party supplier so Bq ought chose to resolution not me having to call all around Britain! And no one answers! BQ own chat line not working for three days!!!!!”

Helpful Report

Posted 1 year ago

“AWFUL. AWFUL. AWFUL. Tried to send back furniture and they have arranged THREE pickups on THREE SEPARATE days and FAILED to turn up every single time. No apologies whatsoever. Absolutely HORRENDOUS company - AVOID at all costs and SHOP LOCAL with a company that actually cares about your business.”

Helpful Report

Posted 1 year ago

“B&Q are totally incompetent and their customer service is non existent, turns out the item i bought was sold by a 3rd party which wasn't very clear, information on the B&Q website was wrong and misleading, missing key pieces of information. Contacted B&Q and told not their problem even though they handled the payments and contract of sale and told me to contact the 3rd party. Another high street store out sourcing everything, another struck off the list”

Helpful Report

Posted 1 year ago

“After looking for paint over the last 2days, the help and advice from Jane and John in the paint mixing department at B&Q Doncaster we finally got the paint we’re looking for. They were both really helpful and couldn’t do enough to help us. With out their help we would still be looking. Thank you Jane And John 5 star. Ivan and Marjorie (two young 78year olds).”

Helpful Report

Posted 1 year ago

“Terrible experience with a large online order for loft insulation and boards. Paid the £30 for a booked delivery slot and received the confirmation but it never arrived. I kept being promised it would arrive by 8pm, then next day. It still didn't arrive and I was then told a multitude of different reasons until i lost confidence and patience and asked for a full refund. The whole process was painful and I must have wasted over two hours on the phone to the useless customer service number (most of the time I was on hold.) Definitely never coming back.”

Helpful Report

Posted 1 year ago

“This is for Marcell, at Norwich B&Q, Boundary Road store. Went to the building supplies till area and asked for a brown soil pipe, slow bend and 2x connectors. The lovely Marcell looked these items up on his and held computer and declared they did not stock them and they were probably online only items. I went to make sure the information given by this young, male employee was correct, and guess what, I found 6x bends and 12 connectors. I went back to show the staff that they had them in stock and was greeted not by an apology by either Marcell or his manager, who although the whole discussion was held a metre away from him, decided to adopt a "deaf ear" to the proceedings. Well done to the pair of you. The lady employee at the collection station, however, found the items on the computer and that there was plenty of stock, but of course she was only a woman and apologised for their male chauvinism.”

Helpful Report

Posted 1 year ago

“Just bought a £100 B&Q giftcard only to find out it can’t be used to purchase almost anything from B&Q or their website and no refunds do I’m literally out £100. I’ve never seen a giftcard from the literal store itself that doesn’t work in the store?? Make it make sense.”

Helpful Report

Posted 1 year ago

“Awful customer support I bought a garden coffee set for £780 from B and Q online on 13th.June.They said the delivery date would be Friday 21st.June. The set never arrived. I contacted the customer care number they provided. It is a call centre in South Africa. Despite 6 further calls to South Africa over an 11 day period, and 3 visits to my local B and Q store, I still have not received a refund. I have told the local store manager that I was taking legal action and the manager has informed me today that the order is finally cancelled and that a refund will be processed soon. This has been a long and drawn out battle and I have found this whole experience stressful and extremely frustrating. The local store manager told me there was a problem with the B and Q SAP System and offered me a derisory £20 in compensation which I refused. I still await a refund. I will not shop at B and Q again and would advise anyone to reconsider before ordering anything online from B and Q. Their customer support is disjointed and not fit for purpose.”

Helpful Report

Posted 1 year ago

“Wanted help with cutting some wood. I was busy and all over the place. Visited the Poole store and a young chap named Ashley in the timber cutting department was very helpful. He found me an A frame trolley in the Garden Centre, helped me choose the timber, helped with the measurements ( in inches!) and did a great job, being pleasant efficient and friendly. Great to see someone interested in their job, who understands customer needs, and was cheerful and helpful. Hope he goes far in life.”

Helpful Report

Posted 1 year ago

“Customer service is none existent”

Helpful Report

Posted 1 year ago

“Bought a Macallister cordless drill. Needed to buy a spare battery and charger. My model has been discontinued. Not that it is 100 years old? I bought a BQ wood planer. It disintegrated on its first use on a summer house wooden window frame. I own a Dewalt and a Bosch. The lesson is, don't buy cheap Chinese rubbish.”

Helpful Report

Posted 1 year ago

“Visited the Penrith B&Q today Monday1/7/24 and purchased outside table and chairs and ventilation unit. I first encountered Alisdair who promptly answered my enquiry and pointed me in the direction of a guy called Paul who assisted me and my wife with the large packages, and helped us with getting them into our car. Paul was brilliant from start to finish, even when we found out the box wouldn’t fit in the car, he unpacked the merchandise and packed it neatly, safely in our veichle. The customer service was excellent from start to finish, and a breath of fresh air in comparison to other outlets we visit. Well done Paul and Alisdair.”

Helpful Report

Posted 1 year ago

“Delivery yesterday due 11.30 to 1.30. Didn't arrive and no phone call. Rang store and spoke to a woman who couldn't understand what I was saying and I could not understand her due to her accent. Transferred to someone else in the bay who said to give it more time and refused to contact the delivery crew. Delivery then called me and he was incredibly rude, no apology and said Delivery would be 3pm. By this time I was not at home and he wanted me to go back home or get a neighbour to take delivery. I put phone down on him as he was disrespectful yet calling me Ma'am as if that made it OK. Tried calling store again a number of times and no reply now. Been told by customer service line that delivery would be sent out again today and then got a text a few hours later to say delivery would be in 3 days. Again no one had the courtesy to call me. Apparently the store manager will call me when it's been investigated but not available to talk to me at the time. This is the second time I have tried getting a delivery from B and Q and both times it has been a shambles and customer service atrocious.”

Helpful Report

Posted 1 year ago

“Gareth did a fantastic job helping us plan our new kitchen. His knowledge is fantastic, he was very patient with us, even when we changed the plan completely. Thank you very much Gareth we really appreciated it 👍”

Helpful Report

Posted 1 year ago

“Based on my recent experience with B&Q, I feel compelled to share my disappointment regarding their customer service and seller management. I ordered the Einhell 18V Twin Pack (PXC Combi Drill, Metal Chuck, Impact Wrench/Driver, and Battery) from their website. However, upon receiving the package, I found that the impact wrench and drill bits were missing, which was particularly frustrating as the impact wrench was the main item I required. The seller, Buyaparcel, informed me that the issue was due to B&Q's listing error. However, the only resolution offered was a return or a discount, neither of which addressed my immediate need. The most frustrating part was the lack of communication and resolution. Despite being promised replies within 48 hours, I found myself waiting for over a week with no significant progress. I requested a return label, but no action was taken. Even when I contacted B&Q customer service, the responses were unhelpful and dismissive. The representative, Zukiswa, merely reiterated that the seller was responsible and did not provide any proactive solutions. In a situation like this, I would have expected B&Q to step in and resolve the problem promptly. An immediate full refund without waiting for the seller's response, or sending me the missing items from their store's inventory, would have been a reasonable and satisfactory solution. This level of proactive customer service would have demonstrated their commitment to customer satisfaction and maintained their reputation. In comparison to other platforms like Amazon or eBay, B&Q's handling of this issue was subpar. There was no buyer protection, and B&Q showed little accountability for errors on their platform. This experience has left me highly unlikely to shop at B&Q again. Their customer service did not resolve my issue, and I ended up out of pocket with incomplete orders. Overall, my experience with B&Q was very disappointing, and I would caution others about the potential for similar issues and poor customer service.”

Helpful Report

Posted 1 year ago

“Trying to get a refund from this company is shocking. I have contacted the customer service, which I presume is not in the uk. Have been told 3 different stories so far..... each one giving me a different time scale in receiving my refund for the item I cancelled. Have been very patient, but I'm afraid it looks like I'm going to have to take this up with my credit card company. Totally unacceptable I shall never order from this company again and shall not be recommending them. Please be aware when purchasing”

Helpful Report

Posted 1 year ago

“Item ordered never arrived, took 2 weeks so far to try and get a refund through the utterly abysmal customer support centre based overseas somewhere in a cupboard. Will never order from B & Q again, absolutely shocking service. AVOID”

Helpful Report

Posted 1 year ago

“Utterly shambolic and totally incompetent foreign call centre..!!”

Helpful Report

Posted 1 year ago

“Item never arrived, difficulty contacting customer service, problem escalated three times- nothing happened. Threatened legal proceedings- refund made after six weeks. Won’t be shopping there again!”

Helpful Report

Posted 1 year ago

B&Q is rated 2.2 based on 2,602 reviews