B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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

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

“1) Asked for advice. Not enough staff. 2) brought product then told by check out i needed to take it back get another one cos till couldnt read it (5min walk back to builders bit) 3) needed to ask question about buyin more......no answer on phone Shocking customer service will be using others from now on”

Helpful Report

Posted 5 years ago

“Purchased Dulux gloss just over a year ago. 3 tins, over £100. They were like water. B&q said over a year ago, nothing we can do. Dulux have taken reference number from one tin, they said paint has a limited shelf life. It was made 5 YEARS AGO!!!!!!! Trip to weights and measure this Monday 9th September.”

Helpful Report

Posted 5 years ago

“No contactless payment?!? Couldn’t purchase items that I needed.”

Helpful Report

Posted 5 years ago

“Sadly I have been a B and Q customer for many years and have spent many thousands of pounds there but today really was the last straw. Going there to purchase some wood and other items on a Wednesday in order to get my 10% discount to discover only some gardening and Christmas items now qualify. What a joke I've never received any vouchers of any kind never get any feedback and to be honest although they claim prices have been cut for every customer I've never noticed any benefits at all. My current experience of B and Q very expensive High Street prices with generally staff that are just going about their jobs without having to much time to assist the customer. Yes during the last 2 years I have been going to other places and in these I find a better choice much better prices and staff that go out of their way to help you. I have just purchased a DIY kitchen with all the trimmings sadly Wickes got the order worth over £3000 due to their stocking, customer service and delivery policy. Frankly I have cut my card up because it's taking up valuable space in my wallet”

Helpful Report

Posted 5 years ago

“I am reluctant to even give 1 star but no other option. B&Q have got to be one of the worst retailers I have ever dealt with. Their customer support is beyond useless and any guarantees they say they offer aren't worth the paper they are written on. I will never set foot in B&Q again, they will never get another penny of mine. In particular if you are looking to buy flooring for your home DO NOT go to B&Q. If you are looking to invest in garden furniture DO NOT go to B&Q. Finally, if you do already have a faulty product don't waste your time speaking to customer services :(”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Customer service telephone service is APPALLING, totally ABYSMAL. After sat waiting 45 minutes for someone to answer and then get fobbed off to be told 'Donna will ring you back' and then I just get an email NOT SORTING MY PROBLEM OUT. I feel like never buying via B n Q EVER again. Go to Wicks or other DIY retailers is my advice. DON'T GO NEAR B n Q”

Helpful Report

Posted 5 years ago

“Once again i visit my local store in Ashton-under-Lyne to pick up an item and its out of stock even though the website said they had them in. So i go to the next nearest store in Oldham and the same thing again. Spent nearly half an hour in both stores just trying to find someone who could help me, but it seems staff are like stock and dont actually exist. This is the last time i visit a B&Q. Inept, uninterested Staff, (if you can find one) Empty shelves with ridiculously overpriced stock or no stock at all. A complete waste of time and money. You used to be able to rely on this company but nowadays they have become a joke. My last 4 visits to this place have all been a waste of time and petrol money. RIP B&Q. This is one Loyal Customer who wont be returning”

Helpful Report

Posted 5 years ago

“Abysmal customer service ! Sat down with sales representative 8/08/20119 for a Kitchen and Bathroom . Purchased the models that were on display, including for the kitchen the ceramic sink, taps including work surface plus cabinets etc in same colour. Lisa the sales Rep asked if I wanted the same handles as on the display kitchen cabinets I said "Yes" also she informed me I needed to buy the door hinges in addition , as they did not come with the cabinets. Lisa was fully aware of my budget as we sat down in front of the computer with my Builder to complete the order within my budget and myself and my Builder where told all was inclusive in the agreed and final price. Again we were both assured and lead to believe that what we were about to purchase was the exact same kitchen as that was on display on the shop floor and would be delivered in one drop after agreeing the delivery date The following day after placing the order, Lisa contacted me to say on reviewing my order she had forgot to add to the order the bathroom unit legs and I wild need to go into the store to purchase these separately. The items arrived at staggered times, 20 and 21 /08/2019 minus the cabinets doors ? Went into the store to speak to Lisa and find out where the rest of the order was, Lisa was not available or not in store I was told “cabinets” do not come with doors they are a separate item to purchase. When I placed the order why was I asked what handles and hinges I wanted to fit on the doors ? At no time was I told I had to purchase doors separately. Duty manager (24/09/2019) next to useless she was extremely abrupt and most patronising , and insisted this situation was completely my fault and B&Q would not accept responsibility for their Sales Person or mis selling. Then told I am personally at fault as I should have checked the order ! As cabinets are carcasses do not come with doors ??? She said that it should state carcasses on my order and not cabinet ! And everybody knows that ! My order states kitchen cabinets and I was told that cabinets were the complete item I needed when placing the order. B&Q have now tried to sell me the doors at a price in excess of £100.00. Is this the way this store like to do business and make a profit. The customer service I have received has been nothing less than disgraceful and appalling.”

Helpful Report

Posted 5 years ago

“Went to collect my click and collect today £799.98 worth of laminate flooring. The online price was £1.19 more expensive than that shown in both the Scunthorpe and Louth store. Jamie the managers attitude was simply take it or I refund it and you purchase it at the same price once I’ve taken it off sale for 24hrs. Not one member of staff offered any assistance in moving the pack of flooring to my car. Terrible attitude terrible service. I hope it’s better tomorrow when I try to replace the two damaged pack given to me. I Certainly will not be buying the underlay, installation kit, skirting board or finishing touches from B&Q Ian”

Helpful Report

Posted 5 years ago

“B&Q Kitchens are shockingly bad My parents purchased a kitchen from B&Q over 2 years ago it has been a nightmare ever since. They not only experienced an unacceptable amount of issues with the installation but the pain that we have all had to go through with their customer services department was unbelievable. We ended up taking them to the Furniture Ombudsman a year ago & we still have not got of the issues resolved We strongly advise everyone to avoid them”

Helpful Report

Posted 5 years ago

“On our visit to the Coatbridge store today the 17/08/19 myself and my family left rather upset by the staff, one of them told us they were shutting in ten minutes then followed us staring uncomfortably at us then another two of them, while he was staring, said they were shutting in 5 minutes exaggerated, when I asked I was told it was ten she said well I say im shutting in 5 very rudely. We felt so uncomfortable by the weird way they were with us we just put our purchases down that we were on our way to buy as we were all so uneasy. Tried to complain on the website but no where to!”

Helpful Report

Posted 5 years ago

“A recent visit to Bradford B&Q left me appalled by the poor customer service I received. After trying to purchase a pack of tiles and discovering their scandalous pricing. Individually the tiles cost 60p but bulk buying would have cost me £1.20 per tile.”

Helpful Report

Posted 5 years ago

“When did B&Q get so expensive,went in yesterday bought a pack of 2 brass picture hooks £2.99. The same thing in Wilkos £1. Won’t be going back to B&Q any time soon.”

Helpful Report

Posted 5 years ago

“If I could give 0 stars I would. My mum who is a pensioner has a diamond card. Over the years it has become more restricted. This week when she went in to buy fencing it cost her more for delivery than the actual fencing. I found this disgusting in itself. But then to find out that the fence paint and the sprayer were not covered under the diamond discount because they were classed as decorative and not gardening infuriated me! How is fence paint and a sprayer not gardening? The big wigs at B&Q are getting greedier. You will find more and more people shopping elsewhere and you will only have yourselves to blame. Shame on you.”

Helpful Report

Posted 5 years ago

“Stay away from the Erdington store......They have no idea what customer service is.....placed 3 orders for click and collect and when got to store there was nothing....staff had no idea what they were doing and had no explanation as to why non of my 14 items were not there.....in the end had to cancel all 3 orders and now am fighting to get my refunds.....Not even the manager has a clue what shes doing....Still phoning everyday to try and sort out the complete mess they have made out of a simple transaction....Customers should not have to fight to get refunds especially when its there error......Beware when shopping here customer service is non existant”

Helpful Report

Posted 5 years ago

“Ordered a bedroom units and payed in full only to get a phone call two days before order was due to be delivered to say some items were not in stock and could not tell me if or when they would be back in..but when they took my money all items were in stock as the system would only let it go through if 100% in stock and as i had payed for them they should have been mine ..with only 2 days notice i returned to get a full refund as i am not getting what i was sold for in full ..i was told that i could not get a refund as the order was out ..but as i have not even received an email so i could track my order i feel this is wrong ..i now have to wait a few more days before any refund will be given ..there is no costumer care as i could show you the reply from when phoned that it states i am a female and some one from bnq would phone me in 48 hrs...point is i phoned b&q and not a female as they could tell..lookin forward the call so i can ask where bnq is sorry i had to give even 1 star to post this . Yours now shopping elsewhere Shaun havlin”

Helpful Report

Posted 5 years ago

“Probably once of the worst shopping experiences I've had ! Definitely will never return to a B&Q STORE AGAIN !!! Cannot understand how this company is one of the biggest chain stores , from staff that are so uninterested in serving customer needs, more interested in talking between themselves To very poor quality products & availability Having visited store could not find the products we went for , we therefore tried to find a staff member for guidance after about 20minutes of looking for someone we where abruptly told im BUSY !!! Appalling customer service , add to that the store is exceptionally dirty paint pots covered in dust obviously no cleaning or rotation of products Will definitely not be returning to a B&Q STORE AGAIN !!!!”

Helpful Report

Posted 5 years ago

“I ordered a hob from B & Q on their website, which said they had 3 in stock a Burton. I placed my order, and paid £10.00 for delivery (classed as large item). When I got confirmation of order it said that it would be delivered in 2 weeks time (14th August) so I rang to complain. I got a very rude assistant who constantly spoke over me. The service was very poor, so I have now cancelled my order. (order number 10005552780)”

Helpful Report

Posted 5 years ago

“Do not under any circumstances use B&Q`s click & collect service. I ordered three fence panels via click & collect. Paid via Paypal in full immediately. Received an email from B&Q saying my order was ready for collection. Drove to the store to pick up my items only to be told on arrival that only one of my three items was in stock in spite of the website saying they had all of the items. This is annoying by itself, but the real problem here is that they now have my money and I have to wait for it to be refunded. It also became apparent that they have blatantly lied and recorded the items as collected by myself and that I have asked for a returns request. I DO NOT HAVE THE ITEMS TO RETURN! To cap it all they even sent a courier to my address to collect the panels. What a way to do business for a store as big as this. Shameful. Meanwhile, I still have no refund.”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,595 reviews