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

“Ordered some floor and by accident selected to wrong colour so phoned up immediately to ask them to change to the correct colour. Was told I would have to wait for the delivery to arrive then refuse it then phone up and get a refund wait upto 7 days for it to be refunded then start the process again!! Now am I being stupid or this this just a complete waste of time, money and effort for something that could be solved by one email or phone call. People go on about global warming and cutting costs, staff not getting paid enough etc and your going to waist all that time and cost and extra burnt fuel for something that I dont want to do it all again just for a change of colour!! This is pathetic and I think someone with a brain needs to amend your system to have an option to change until it has actually been dispatched.”

Helpful Report

Posted 6 years ago

“Avoid B&Q Kitchens!!! B&Q Kitchens are the worst company that I have ever had the misfortune to come across! My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family friendly & trustworthy company to purchase & install their new kitchen. How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE! A VERY brief summary of the issues are - 1. Being messed around for 3 months about an installation start date 2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times) 3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc) 4. Incorrect finish wrong worktops being installed & then replaced 5. Unacceptable amount of snagging items that did not get addressed 6. None existent aftercare Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened We then issued a complaint to the Furniture Ombudsman in 2018. Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement). Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right! Avoid B&Q like the plague!!!”

Helpful Report

Posted 6 years ago

“I am trying to contact the customer service because I am seeking information for an item purchased recently and hasn't been delivered. The customer service number is impossible to reach. I had to send an email to ask a call back. Still haven't got an answer for a paid product.”

Helpful Report

Posted 6 years ago

“No Apple Pay!!!!!! I’m 48 and my son thinks I’m old fashioned... check out at b and q ☹️”

Helpful Report

Posted 6 years ago

“The fencing that we bought and had delivered was very poorly made which cost us £140 the fencing was full of what looked like green mould which we couldn’t remove the staples we’re coming out on some parts of the fencing and in some places they weren’t even attached properly we’re very disappointed”

Helpful Report

Posted 6 years ago

“Booked a kitchen design at the Chesterfield Store, spent three hours sat designing the kitchen. Didn't order straight away, returned a few weeks later to make some changes with my partner, minor changes, but we sat there for three hours again. There was a problem with their systems and the kitchens had to be 'manually ordered' advised to go have a look around the store whilst they did this. Came back, the fridge freezer was out of stock, the cooker hood was out of stock, the dishwasher was out of stock and the work tops were out of stock. Not to worry we sat for another 45 minutes trying to rearrange the kitchen. We decided to get the worktops and dishwasher else where, but we checked the sizes of what we would need before leaving the store as we had purchased integrated doors. Leaving the store realised she had not ordered the correct coloured cupboards so had to go back and get this changed. On installing the kitchen we found cladding we had never ordered but had been charged for. We couldn't find any drawer fronts either so we gave them a ring to make sure it wasn't us being a bit thick. They said they would ring me back last week, still waiting for the phone call back. We found them in an unmarked box and made use of the extra cladding, but thanks for giving us a call back. This evening my partner found the dishwasher door is too big for the dishwasher so we gave them a ring to ask about the sizing, to be told they don't do a smaller integrated door in this range, but it should still fit. Tried explaining to the lady although the dishwasher is free standing it still needs screwing to the cupboards, she stated she had never had this problem before it should still fit and there's nothing she can do. Politely thanked her for her time and my partner found a solution, but still not the point. Washing machine door next, they sent a fridge freezer door for this, sizing accurate but hinges don't match up and with the ones on the washing machine, too much length at the top which would exceed our work tops leaving a gap at the bottom. My partner and i shall be visiting tomorrow morning to get this resolved as one side of our kitchen does not fit. They don't answer or return phone calls and being told 'it should fit' isn't really after care we were expecting. I have no kitchen and ready to give birth any day now, it is stress not needed.”

Helpful Report

Posted 6 years ago

“On the 29th April 2019 I made a 230.00 purchase. This was the time B&Q where offering a voucher for thus spend. I used my Club card. My voucher was never received as I never used the app and ticked the DPA box several months ago, even though I have received other voucher a couple of months back. I will take my business elsewhere.”

Helpful Report

Posted 6 years ago

“purchased the IT Santini Kitchen in February and one of the door and drawer fronts have absorbed water and the wood has blown and bubbled. Would have expected a kitchen to be able to with stand some water laying on the top of the unit without seeping in. I have ordered a replacement door and drawer front but I'm not that confident now in the quality of this range.”

Helpful Report

Posted 6 years ago

“Terrible customer service. Delivery did not show up. I had to call 3 times to find out why. I was then promised due to the inconvenience that the next attempt at the bulk delivery would be left in my garden without signature. This was clearly not passed on to the driver who called me 3 times while at work and accused my partner of lies when he had woken her and my 18 month son up to deliver. 5 of the stepping stones were broken which the driver said they knew about when he left the depot. I'm now told I have to take time off work to be in for them to pick up the returns. If they show up that is. There is much more to this farse. I'll never use them again.”

Helpful Report

Posted 6 years ago

“Terrible customer service. Delivery did not show up. I had to call 3 times to find out why. I was then promised due to the inconvenience that the next attempt at the bulk delivery would be left in my garden without signature. This was clearly not passed on to the driver who called me 3 times while at work and accused my partner of lies when he had woken her and my 18 month son up to deliver. 5 of the stepping stones were broken which the driver said they knew about when he left the depot. I'm now told I have to take time off work to be in for them to pick up the returns. If they show up that is. There is much more to this farse. I'll never use them again.”

Helpful Report

Posted 6 years ago

“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

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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