B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Failed to deliver items, they couldn't be bothered to resolve it. Never again. Wickes can have my money in future.”

Helpful Report

Posted 6 years ago

“I completed an online order and arranged a specific date for the bulk times to be home delivered. On the due date I had no email or contact about when my order would be delivered so contacted customer services. I provided all my order details and was placed on hold before being told that they would have to look in to the matter further and would I mind waiting. I asked to be contacted back with a response. When I didn't receive a response over an hour later (presumably the time I would have spent waiting on hold) I called them back to be told they would have to look in to the matter. Neither all handler could tell me whether my order would be delivered on the day that has been booked. The following day (still with no delivery) they contacted me to say it could be delivered 5 days later. This being the earliest date. No explanation why or any apology about their error. I have cancelled the order and will be looking elsewhere. Poor customer service Poor follow up Diabolical delivery service”

Helpful Report

Posted 6 years ago

“If the item is not available it local store DO NOT BUY ONLINE. Ordered external door online (was available for home delivery only in our postcode) 4 days ago as I was paying for delivery anyway ordered tin of paint and some screws. Paint and screws were delivered the door is not in stock (hopefully will be next Monday). Needed it for tomorrow. B&Q can not replace it, the oder have to be canceled. SOO I just have payed £10 for the delivery of 2,5 l paint and 2 packs of screws. Lessons are expensive...”

Helpful Report

Posted 6 years ago

“TERRIBLE CUSTOMER SERVICE. I FEEL ROBBED. NEVER YOU B&Q DELIVERY SERVICE THEY ARE A BUNCH OFF ROBBERS. I GET TOLD ON THE DAY OF MY DELIVERY MY ITEMS ARE DAMAGED AND HAD TO FIGHT FOR A REFUND THAT I HAVE NOT RECEIVED MANAGEMENT POOR CUSTOMER SERVICES POOR WILL NEVER USE B&Q AGAIN!!!!!!!!!”

Helpful Report

Posted 6 years ago

“Next Day Click and Collect doesnt work. Wasted trip to collect the items ordered, nothing in store, no-one knows anything, nothing can be done, please drive back again tomorrow? Really? I'm not convinced and customer service couldn't update, I wouldn't rely on this service.”

Helpful Report

Posted 6 years ago

“Terrible. 11 days for my order to be delivered. They had loads of items out of stock but DIDN'T BOTHER TO TELL ME! Sent just what was in stock - DIDN'T REFUND FOR MISSING ITEMS. Then had the nerve to tell me they won't be supplying them. THEY WOULD HAVE TAKEN MY MONEY AND NEVER TOLD ME!!!!!!”

Helpful Report

Posted 6 years ago

“Complaint lodged over 4 weeks ago regarding Cooke & Lewis bathroom products and bathroom planning in Poole store. Response was it was my fault for not taking a fitted shower out of packaging on delivery to see blown glass unit, also toilet pan imperfect so does not sit flush. Designed with a sink unit that meant I could not enter the bathroom so had to adapt around design and now have a bathroom I don’t like. Evidently its either my fault or the plumber should never have fitted anything- because families can go without ripped out bathrooms! Again my fault I’m told the job should have stopped. So many other issues with the complaint handling. I’m now going to email Graham Bell who is the CEO of Kingfisher/B&Q in UK to understand his views on Complaints process his business runs. Just so upset with this whole experience.”

Helpful Report

Posted 6 years ago

“I wouldnt go back to this store ever again simply because of their attitude.They advertise goods for sale that dont exist,and when i asked when the item would become available i was given a date which came and went without the item becoming available.I then emailed b&q but to no avail as they couldnt even be bothered replying.They have a great ploy of advertising goods at a good price only to get you instore to spend when they KNOW item will never be available.Homebase and Screwfix now work better for me.”

Helpful Report

Posted 6 years ago

“Kitchen ordered for £4400 paid in full by cash. Delivery date today, no delivery and they will try and deliver within 2 weeks. Went to Sutton-in-ashfield store to try and pick up as much as possible since my old kitchen has been removed. The manager told us the only way was to cancel the whole order and refund £1000 in cash and the rest by cheque. Then we could use the £1000 to buy a few kitchen units and worktop to get us by until the cheque arrived and clears in a couple of weeks. They accepted cash, messed up the order, admitted there fault and then offer to pay back by cheque, they dont even accept payment by cheque.”

Helpful Report

Posted 6 years ago

“Not the best customer care . Having asked for a kind of paint but staff looked just disinterested and upset.”

Helpful Report

Posted 6 years ago

“B and q in Sydenham, waiting 40min,for cutting MDF, the guy never turn on, staff keep call him.”

Helpful Report

Posted 6 years ago

“If i could give no star i would! ordered flooring which by midday had not turned up. When we called to see what time they were coming we were advised that they weren't and the delivery date had changed-no one bothered to tell us and we booked the day of work and hired someone to lay the flooring!! complained several times, advised was being looked in to, no one got back to us, called today to be offered £10 voucher by way of apology! Absolute joke! Never will use again. Customer service is shocking and non existent”

Helpful Report

Posted 6 years ago

“Click and collect via purchases on the internet leaves a lot to be desired, not only is the system cumbersome, stock control system abysmal. Items paid for are not delivered to preferred store when ordered, as per order confirmation, advice from store staff, clueless. will not be using for anything in future.”

Helpful Report

Posted 6 years ago

“Bought 6 sq meters of floor tiles. I asked for help to the car as they were very heavy. I was informed by very unhelpful cashier there was no one to help me. She said there may be a customer outside that will feel sorry for me and help!!! I went straight to customer service and got a refund. B&Q shame on you.”

Helpful Report

Posted 6 years ago

“I have had 5 bathrooms supplied and fitted by B&Q over a number of years and while there have been problems they generally eventually corrected them after a lot of chasing. However the latest problem is to do with a toilet seat that failed 5 times, it’s a faulty design that takes some weeks to fail but it always does. Because the seat fitted the toilet and was matched I was worried that they would eventually stop making the seat that didn’t work and I would be left with a toilet and no matching seat. To remove my concerns the B&Q installations manager wrote to me and guaranteed that if ever I couldn’t get a replacement seat, they would provide a new toilet free of charge. Well it’s failed a sixth time and the new installations claims system is clearly designed to wear you down so you give up and go away. Today I had a reply from their so called claims assessor blatantly saying that they weren’t going to honour their promise and bombarding me with loads of “cut and paste” weasel words. So what’s a B&Q promise worth...... ZERO. Don’t buy a bathroom from them they will treat you badly since they clearly don’t understand customer care. I recall MFI going bust for the same reason.”

Helpful Report

Posted 6 years ago

“The customer service was dreadful we asked some help from a lady about where a light bulb was, she said it was out of stock and simply walked away without even bothering to say sorry or offer to help us find an alternative. In short i will never got to B & Q again and i feel very annoyed as it used to be my favourite shop. :(”

Helpful Report

Posted 6 years ago

“Wow, I went in the Beckton store on Sunday to buy some brown spray paint. All the spray cans were all sprayed on, and looked a mess, how can you allow so many people to mess up the spray area, to the point not even the staff could determine which was the brown I needed. The staff member even told me to try Dunelm down the road who would more likely to to have in store (No they don't do spray paint). she would rather I try elsewhere than to check in stock. I just got a very poor feeling that day, the staff were not helpful at all. Btw The car park was a total mess where boy racers have been using their grounds to burn tyres all over the place. It was a total mess, and not a welcoming site”

Helpful Report

Posted 6 years ago

“Telephoned the store at 11.20am and asked if the board cutting service was working. Informed by a member of staff that it was working. Arrived at the store at 11.50am to find that the cutting service was out of order. Printed signs had been placed at the desk explaining what the fault was. I am sceptical that this happened in the 30 mins following my phone call. Spoke with a member of staff and was told to see Kevin in the yard and he may be able to help. Got to the yard to be informed that Kevin would be back shortly. Waited 10 mins and gave up.”

Helpful Report

Posted 6 years ago

“Bad customer service at park head bq one member of staff extremely rude ,when asked for help to find a specific wallpaper .which was in stock but not on display.”

Helpful Report

Posted 6 years ago

“Wanted to post a constructive and helpful post on b and q website by reviewing a product. Would have helped other customers and helped sell the product, but there is no button I can see to post a review, even after logging in.”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,618 reviews