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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Rubbish website; 'customer service' line cuts you off repeatedly; if you manage to get hold of anyone, they never know how to resolve issues, put you on hold again, then cut you off. I've never managed to actually go online, find what I want and just buy them - keep getting messages like 'not available to collect', 'not available to deliver', 'not available in your selected store'.”

Helpful Report

Posted 4 years ago

“Have been in the Holywood exchange branch and Lisburn branch and both times customer service was appalling. You have to ask multiple members of staff for help, none of them seem to have a clue? Then when you get a member that 'deals' with that section they say if its not there we don't have it. I was in multiple aisles and most things are in the wrong location. For example was looking at mirrors and it said a rounded mirror was in location 1 and when you look in location 1 a square mirror is there? Another example; spray paints are all mixed up and don't match the SEL below. I work in retail and have done throughout the whole pandemic and I am appalled with the service I recieved in both stores. I would never speak to a customer the way I was spoke to very rude at tills as well no Hello, smile or thank you...”

Helpful Report

Posted 4 years ago

“I just used the Bridlington store's online kitchen design appointment service, and I can't speak highly enough of the quality of service and attention to detail. Bradley was extremely patient, creative and helpful - a credit to the company.”

Helpful Report

Posted 4 years ago

“Arrived on time.....Goods delivered were all fine..... the delivery driver Steve (Chester?.) was very obliging and pleasant, he carried my compost bags round to the patio, as I’m a pensioner and unable to lift.....a great help!”

Helpful Report

Posted 4 years ago

“Myself and my husband purchased a kitchen and bathroom in 2017.We encountered problems after problems caused by them.We had enough and finally went to the Financial Ombudsman, but we are going to be in a worse position than when we started as we have to cover the cost in putting the damage they caused right!!”

Helpful Report

Posted 4 years ago

“The que control and staffing levels are really poorly managed at B&Q. We just went to Homebase where they handled the ques much more efficiently”

Helpful Report

Posted 4 years ago

“Was in the Newtownabbey store today looking for lights,, said on my phone they had 7 of them in stock , but didn’t tell myself the aisle as it normally does,,, so asked a member of staff on the way in,, who told me I would have to ask someone else,, in store I asked 4 staff members for help ,, 2 told myself they hadn’t time as they where doing click &collect ,,, 3 person just looked at me and said I don’t know,,before the last person told myself there was no location for the lights and to look around the light bulbs ,,,,, words have me lost for the service ,, unbelievable,,I wasn’t asking them to get myself the lights just which aisle they where in,, had the product code so wasn’t asking much and I know people are stressed and very busy because of things at this time(Covid) but there’s still no need for poor service :(”

Helpful Report

Posted 4 years ago

“Avoid B&Q kitchens unless you want missing ,damaged wrongly ordered parts. Customer service is shocking and dont care once they have your money. I have spent over 8hrs talking to customer services and they promise call backs and to sort out your problems..... They dont We even had different doors for the cabinets but luckerly the Mrs doesnt mine them. 2 weeks after the delivery im still missing 2 sets of door hinges that wete not supplied. B&Q Erdington have staff in the showroom that design your kitchen and then send wrong items,i complained they said they would send out right one. Next day the said you have to cut it down to fit. Then they say a different thing altogether. Avoid Avoid Avoid you have been warned Offer £100 compensation but will cost me £30 for more hinges. Will not spend any more money with this rip off company. Will be contacting the ombudsman to make a formal complaint”

Helpful Report

Posted 4 years ago

“I have made 2 trips to the st Helen's store this week and each time a young man named Nathan has helped, he has a very friendly manner and nothing is too much trouble, wish more people had his customer sevice skills, thanks Nathan, hope he sees this, Jennifer Burrows.”

Helpful Report

Posted 4 years ago

“No problem returning items not needed and customer service from Andrew exemplary thank you jean”

Helpful Report

Posted 4 years ago

“Unfortunately cannot give 0 stars! went to Carmarthen B&Q today for large bags of compost. Told by the young bloke at the door I could only have compost if I click and collect. Nobody is allowed into the garden centre for plants or compost! What idiots make up these pathetic rules? I try to grow as much food in my garden as I can, therefore my order was a necessity not a tin of urgent paint or nice fancy cushions as in some trolleys! Came home to order online to find that the 125litre bags of compost are delivery only! Two bags priced at £20 Delivery price? £30!! Last ever visit to B & Q!!”

Helpful Report

Posted 4 years ago

“Needed a silicone scraper while fitting a new bathroom so sent my 20 year old son to get one from B&Q. They challenged his age (it has a pointy end) and he didn't have his driving licence on him so he came back. I went to B&Q myself to get the scraper and they also refused to sell to me because I could be buying a plastic scraper for a minor. How pathetic. I'm 55 with id to prove and they said it was policy not to sell to someone associated with no id, even though I explained the situation fully. The manager made me feel like a criminal for the sake of a plastic scraper. . After using B&Q for the last 30 years I can't believe a manager could be so narcissistic. I'll never use B&Q again.”

Helpful Report

Posted 4 years ago

“Paint tin popped opened and spilled in car. I was in the car park. I went back in store and supervisor advised company policy is that once you walk through exit door it’s not there responsibility. I should have throughly checked that lid doesn’t open while in store. “The lids are closed by manufacture”. So there can be no default with lid. He didn’t even want to look at the car or the tin. As advised, make your anything you buy from b&q is checked while in store as it it’s not shut properly it’s not there problem. Originally another staff member did see the spillage, but the supervisor wasn’t interested. Poor service considering how much paint I buy from them. Also I did put a comment online about the particular issue, no response so far.”

Helpful Report

Posted 4 years ago

“Awful online service! Ordered items not available but took money. Got a refund as they didn’t know when item would be in. Then tried to use the £20 gift card they gave me but it wouldn’t accept it so would have to pay full amount. No one has taken responsibility to fix issue, they said I could go to store or order over the phone - no just fix your website so customers get the service they want!”

Helpful Report

Posted 4 years ago

“Do not buy Arlington grey tiles , ordered online , got different batch numbers and tiles are not true size. Customer service just refer you to delivery store ! Absolutely rubbish !!!!!”

Helpful Report

Posted 4 years ago

“Avoid them like the plague, their customer service is shocking. I have now been in the store over 20 times to get a resolution to shabby service. When I ordered a kitchen the oven was unavailable the hob was broken, parts were missing from units and extra end panels were included. It has cost me at least an extra £200.00 to try to rectify the problems. They repeatedly make promises to resolve the matter and never follow through.”

Helpful Report

Posted 4 years ago

“So we ordered a kitchen and paid almost £10,000.00 cash for it on 18th November 2020 , we rec’d text messages to tell us of our delivery dates 2/2/2021 and 9/2/2021 only to get a call a few hours before delivery due to say they were out of stock on one item so I found a store that had the item in so I went to pick it up. On my way home I get a call from the Peterborough B & Q to say another item was out of stock and they hoped to have it in a week or so???? The explanation is that although they were paid in November the order is only processed the day before I feel this is a disgrace”

Helpful Report

Posted 4 years ago

“Tried to complain through Resolver went so far now they are ignoring me. Worse customer service ever. As a self employed worker if I treated my customers like this I would soon be out of business.”

Helpful Report

Posted 4 years ago

“Went into b&q in redditch today and I just wanted to say that the staff were all super friendly and helped me with everything that I needed. Me and my husband came out happy and said to one another what a great staff they have.”

Helpful Report

Posted 4 years ago

“Ordered kitchen October waiting for drawer fronts after waiting in for so many delivery dates to be sitting in again waiting ime at my wits end with bq”

Helpful Report

Posted 4 years ago

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