B&Q Reviews

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

2.2 Rating 2,612 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,612 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

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

“Ordered Gardening supplies as a bday present from B&Q, took 6 days to deliver and the main items weren’t delivered at all. I have been waiting for over 2 weeks now and have yet to receive any further communications from their customer support team. Worst experience ever, absolutely abysmal service, avoid at all cost!”

Helpful Report

Posted 1 year ago

“Purchased a marquee online from B&Q. Item had four faults, frame buckled, stitching issues, bag weight zip fault and clips missing. Contacted B&Q services and they ask me to contact their supplier and deal with them direct, and told me there name and ask me to find there contact details online. I reminded B&Q team I purchased this item on the B&Q website and paid B&Q for this item. They would not let me return this item to their store which is in my local town. Hopefully this is a warning to others or hopefully someone in B&Q senior customer service teams reads this update and looks at this case and learns from this?”

Helpful Report

Posted 1 year ago

“Do not use this company. New freezer turned up damaged large dent on the door after pictures and lots of emails was offered £23.00 to keep the freezer with a damaged door No thanks not worth the hassle. Will never use this guy's again they just use their name goods are from third party companies 🙄”

Helpful Report

Posted 1 year ago

“Appalling service from B&Q I ordered a Worktop on the 6/5 but due to B&Q’s slow delivery service they only had a delivery date until the 17th. I had to take a day off work to be home for the delivery date as you don’t find out a time until the day before. B&Q delivered the wrong worktop on the day so I immediately called them about it. It’s been 6 days and I’ve still not got a phone call about my order despite being told I’d get a call by 5:30 the same day. I want to cancel my order but as I paid with a gift card they are telling me I can only get payment back on gift card……….i don’t want to ever shop at B&Q ever again. Give me my money back and I’ll shop elsewhere”

Helpful Report

Posted 1 year ago

“Went to B&Q lakeside to get a replacement toilet seat for the teesta toilet we purchased around 6 months back due to a broken slot for the anchor point. No replacements on shelf or the stand showing the required seat not on the seat display but a display toilet model to view, I called a member of staff over he was called Simon who said don't sell separately and wasn't much help at all. I took the display seat off the display toilet and went to the tills to ask would it be possible to either order one or purchase the display seat. Whilst taking talking to the lady at the head of the till section the lady spoke in her ear peace to security as an alert was called out to the people walking round with the toilet seat as may steel. Which my wife and I laughed at. The lady I spoke with asked me to put the toilet seat back on display toilet and she would take one out of a box so I could purchase it. After putting it back on the display toilet and returning to speak with the lady Simon appeared and was taking to my wife he had stopped the lady getting the new toilet seat from out of a toilet box and said we had to talk to the toilet manufacturers to purchase direct and seemed to become hostile. I asked can I not purchase the display toilet seat he said NO gave my wife a piece of paper and said call the manufacturer, i asked to speak to a manger where he the said I AM THE MANAGER (caps for they rudeness) In a tone that wasn't appropriate which made me have anxiety to where we purchased the rake we had and left the store felling quite disturbed with how this level of customer service is appropriate at any stage and levels of anxiety where I did not want to go else where shopping and went home. All in all a terrible experience and won't be returning to this store”

Helpful Report

Posted 1 year ago

“God awful website. Constantly have problems logging in, and on the rare accoasions that I can log in, numerous payment methods fail with the website trying to blame my connection. Shocking doesn't quite cover it”

Helpful Report

Posted 1 year ago

“Website shows cooker type cable for £10.99 per metre. In store they don't sell it by the metre. According to the rather arrogant assistant "it's over there,we don't cut it".that's the B&Q PAISLEY attitude.”

Helpful Report

Posted 1 year ago

“Made an order on 27 Feb 2024 (its now 07 May!), 12 weeks later, still not arrived. Constant phone calls, fobbed off, 'escalated', etc etc. Getting nowhere ARGHHH!!!”

Helpful Report

Posted 1 year ago

“Warning. Do NOT ever purchase a kitchen from B&Q. My kitchen was faulty within 6 weeks of receiving it, I made my first complaint then it took 2 years of emails, house visits, store visits . This made me ill with stress . The kitchen manager said the kitchen was faulty and needed replacing. The surfaces were awful The cabinets rotted and had an oil leaking from them. I was offered a replacement 3 times but this was never honoured . They have now offered me £250 !! Rude, unhelpful staff. £5000 down the drain and needing a new kitchen . How to write a useful review Give your review a title”

Helpful Report

Posted 1 year ago

“I went to Wisbech store tried to order gazebo at customers services but one lady was to much into playing on her phone and showing others her photos and at the same time was supposed to be showing a trainee how to order .i have worked in retail for over 39 years and this woman was a embarrassment to b&q and to the young girl . I then walked out to order it myself online took me a minute to do myself! But order was booked for Thursday and never turned up ! When ringing customer services no sorry or explanation just a answer of they will rebook in the next 48 to 72 hours total lack of customer care I I could give a lesser score I would”

Helpful Report

Posted 1 year ago

Helpful Report

Posted 1 year ago

“I bought b&q vinyl matt emulsion paint product number 5059340232126 as it is supposed to be wipe able. After noticing a mark on my recently painted walls (2 weeks ago) I carefully and gently tried to wipe the mark off, when I did this it removed the new paint showing the old paint underneath. I contacted b&q customer service who said that they can't help and to go back to the store were I purchased the paint with my complaint and receipt, as I was originally happy with the painted walls I have thrown the receipt away, in doing this customer service are unwilling to help. I emailed them stating that it should not be the store that as to deal with this issue as they only sell what is supplied to them and that it should be the responsibility off the purchasing department along with customer services to deal with customer issues. Very poor customer services who seem only to happy to pass on customer complaints to store management/staff.”

Helpful Report

Posted 1 year ago

“I really do hope you are reading this before you are trying to navigate B&Qs shambolic complaints structure because you have been fooled into thinking they are able to fit that bathroom they have sold you and you are trapped by a finance agreement that started taking payment before the bathroom was even started... And if you are at the point of being enticed by their 0% finance deals, it would cost you less to get a loan and pay the interest as their fitting costs are extortionate and around double what you would pay a independent bathroom fitter. The fitters they use are not employed by B&Q and B&Q do not oversee the work whatsoever. If you have an issue with a contractor, in my experience, the issue is most likely going to be directed back at you so make sure have some fight in you. To set the scene: Bathroom was due to start beginning of January 2023 but I had a call the day it was due to start to say the fitter had been signed off due to injury. Next fitter kept delaying, hardly ever turned up, was rude, terrible job. B&Q Regional Manager agreed in March 2023 whole job needed redoing - this took until November 2023 to start. My concerns with this contractor were not taken seriously and I was told to let him finish. Only taken seriously when water started coming through the ceiling in the room below the bathroom and I emailed the CEO 70 times in one day. I will try and summarise 18 months of hell and the 600 pages of evidence I submitted to the Ombudsman. - Bath and taps not fitted properly (second attempt at this) so water was unknowingly running behind the bath until floor and ceiling reached saturation point and leaked into room below. - Discovered stud wall they built was not secured and was held in place by silicone which is not meant to be loadbearing (they had tried to secure a piece of wood with a screw not thick enough to go through said piece of wood...). If someone fell into the wall it would've moved. B&Q not fussed by the safety implications of this. - Only toilet in the house left leaking and unusable, hot and cold taps plumbed in the wrong way, shower plumbed in too low to comfortably shower under... - No protection used when filling and sanding walls (these were walls of new plasterboard that had been skimmed, but badly) so the bathroom, hallway, carpets, kitchen, including inside the cupboards of my small two bedroom home were filled with a thick layer of plaster and paint dust. - Thousands of pounds added to the bill, when contractors changed, over due to the first one apparently having taken incorrect measurements. - No heat proof mats used when welding so left floor scorched. - First contractor had a plasterer in before the old bathroom was removed and stopped replying to my messages when asked about this as the bath, toilet and sink were all moving locations. - Unable to live in my home as a direct result of their incompetence for over 6 months. - Only one bathroom in the house and no safe washing facilities in the house from January 2024 to April 2024. - Contractors lost my front door key. Twice. On another occasion left the door key under a pot on the doorstep (obviously without my permission). - Hundreds of hours spent chasing emails, sitting in store waiting for someone to speak to me, trying to get through on the phone, trying to reorganise meetings that they cancelled last minute. - Management staff are unable to deal with complaints in a constructive way. Combative and evasive attitudes. - Received emails meant for other people; one included all the details of someone else's kitchen that had been ruined. - Someone else's bathroom and kitchen were dumped out he front of my house. - Carpet stained by water from a plaster bucked, wooden floor scratched, light fitting broken. All of these were visible in photographs but were denied which was mind boggling. - Tiles not laid flat to the wall, discoloured/chipped tiles laid, tiles not cut the right size so gaps left, grout and silicone left smeared over tiles, white grout applied using dirty cloth so brown, holes in grout, spacers left sticking out of grout. - Multiple layers of wet paint applied over dirty walls so it then bubbled up. - Silicone looked like it had been done by a child. - Paint, filler, plaster left on the door and window frames. - Ceramic of new toilet chipped, new skirting board scuffed, drawer fronts of vanity unit damaged. - Recesses not built square. The list goes on. And on. And on. It has taken me over a year to get my money back to be able to get someone else to redo it. B&Q need to completely overhaul how they recruit and monitor contractors. They also need to be transparent with the complaints structure and staff need to be familiar with this and able to relay to customers what is within their remit. To finish on a good note, they did hang a mirrored cabinet and it didn't fall off the wall.”

Helpful Report

Posted 1 year ago

“B&Q - HAVANT - one of the worse stores in the country! My experience of this store has been one of utter disappointment, the staff are rude, hostile and lazy, the security guard , young guy with beard has been witnessed dealing drugs in the carpark, beware if you visit and keep your kids where you can see them”

Helpful Report

Posted 1 year ago

“Placed an order on Day 1 at 5pm and received an acknowledgement almost immediately. Then followed an email informing me that my order would be available for collection at 1pm the following day. I arrived to collect at 3pm only to be told the order had not been delivered and there was no way to track it but the assistant said she would contact me first thing the following morning to update my order position, so another 6 mile drive home without the goods. We are now at midday on Day 3 and still no idea as to what is happening- no contact whatsoever from B&Q. This company is so far behind the times with its' customer service you wonder how much longer they can remain in business (they could learn a lot from the likes of Screwfix in how to manage customer expectations). They are an embarrassment and can consider themselves fortunate that 'no stars' isn't an option.”

Helpful Report

Posted 1 year ago

“Bought laminate wood flooring . was not happy with colours and Quilty . Management would not take it back , after 2 day dispute the end give me half the money back , what I paid originally .”

Helpful Report

Posted 1 year ago

“We recently brought a bathroom from b&q which was designed in store. As it was being installed we became aware that everything is faulty, not only that it has caused irreversible damage to our panelling ands walls. Shower unit leaked Sink is too low so cabinet doors cannot open. Shower frame does not fit as angles are wrong so glass does not fit on shower tray. The cabinets dimensions are wrong so there is a large gap in between doors when they are shut. Avoid at all costs”

Helpful Report

Posted 1 year ago

“I am disappointed with the communication and delivery services provided via On Line. I bought 04 playwood hardwoods on March 14, 2024, booked for delivery on March 18. They didn't deliver, didn't send a message or call. After I called and complained, they simply rescheduled for another week on March 25th. On the 21st I requested cancellation, 35 minutes later I received a message that delivery would be on March 22nd. I refused to welcome him with all this chaos caused. Even though I canceled in advance, I did not receive the full amount paid.”

Helpful Report

Posted 1 year ago

“I purchased a 'Square Reversible Straight Shower Bath Screen' thinking it would be of good quality from B&Q but how wrong was I... I employed a plumber to install it but on fitting the screen he informed me there was a tiny gap between the hinge and the start of the seal so it LEAKED!! He then sourced a good quality thick replacement seal which is massive improvement on the cheap flimsy one. So far this new seal hasn't leaked and actually does the job its supposed to do! I then contacted B&Q to complain but weeks later still no response. I then chased them again and I was fobbed off by them informing me I have to contact the seller KU Bathrooms & Kitchens! Why SHOULD I be contacting the seller!? I was then informed I should of submitted a report nearer the time and theres nothing they can do! What!? You ignored me for weeks and want a report!? What report!? I then did a review on their website (a bad one obviously) and had an email to say it was live on their website, it wasn't. Chased them 3 times and was fobbed off with 'their escalation team will be in touch' nothing... so I went through all that stress for weeks on end for nothing and out of pocket, thanks B&Q. All in all I am absolutely disgusted with the whole ordeal. I thought they were a reputable company who looked after their customers l. I will never ever purchase anything from them again.”

Helpful Report

Posted 1 year ago

“Disgusting customer service”

Helpful Report

Posted 1 year ago

B&Q is rated 2.2 based on 2,612 reviews