B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,580 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,580 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

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

“Cardiff Gate , Pontprennau staff are always helpful and caring , I particularly feel safe going into this store ( there aren’t many ) because of the consistent queuing systems at click & collect and tills and the polite reminders from staff on the doors who must be freezing on some days to remind us about wearing a mask and sanitise our hands , great work everyone at such difficult times , Merry xmas all stay safe 🎅”

Helpful Report

Posted 4 years ago

“Placed an order online, was to be split into 2 deliveries one on the 7th and one on the 9th. Received first half no issues, didn't get second half so contacted b&q who said that they couldn't release it from system for delivery so asked for a refund instead and couldn't do that as system stuck and waiting for IT to resolve. Order is now showing as complete and still not received items or refund so in limbo. Wont be ordering again if this iswhat happens and no one can help as its a computer error - AWFUL”

Helpful Report

Posted 4 years ago

“I bought an Eiger Christmas tree £18 and am so surprised and delighted with it Excellent value for a very good product Thank you”

Helpful Report

Posted 4 years ago

“My husband and I called into the Blackburn store today, for various items. One of which was a mitre saw. A young french man called Adam came to help us. Unfortunately there wasn’t any in any of the stores. Adam deserves a massive pat on his back, nothing was too much trouble for him, his manners were impeccable, and he’s a really nice friendly man. Well done Adam. You got a brilliant employee there B n Q.”

Helpful Report

Posted 4 years ago

“Many thanks to Paisley branch's Suzanne, Ken & Gabriel. I wanted wooden flooring which was on show but out of stock and discontinued. The web site and initial staff systems suggested there was none to be had but Suzanne kindly spent some time, sourced quantities from various stores in the uk and had them delivered to Pailsey for me to collect. The process took a few days and Suzanne kept me updated by email and phone as she progressed. I wanted 120sq metres, Suzanne arranged for it to be at the door for me to collect and Ken and Gabriel kindly loaded up my trailer which was exhausting for them. I have a damaged shoulder and was unable to help. Very obliging staff, well done and many thanks.”

Helpful Report

Posted 4 years ago

“I ordered a shower cubicle in store. Two different shower cubicle parts arrived, neither from the original cubicle I looked at. Both parts not compatible. B&Q said it was my responsibility as a I should have checked the part numbers the store person was inputting on the computer. Obviously the store person could not be trusted to do this correctly and now I have no come back. Very poor response by stevenage store. Definitely wouldn't buy anything from here again”

Helpful Report

Posted 4 years ago

“We were looked after today by Josh who updated our kitchen design. He was very personable, knowledgeable, polite and made the whole experience very pleasant. A very nice young man with good manners in customer service.”

Helpful Report

Posted 4 years ago

“I would like to thank Annette and Terry from the Riverside branch Nottingham. They went above and beyond for me today. Annette what a gem you are even working over your finish time to ensure this problem was solved before you headed home.And Terry what a friendly delivery man you are. Thank you so much Kind regards Miss Evans”

Helpful Report

Posted 4 years ago

“Needed to make cuts in furniture board, I was a bit late to B&Q Reading store but TAYLOR. did a great job in cutting timber sheets as per my requirement and with loads of patience and smile. Really made our day . He is a star and super impressed with B&Q Customer services and service.You got a loyal customer for life now. Once again Thankyou for making our day !!!”

Helpful Report

Posted 4 years ago

“B&Q Huddersfied must be the most incompetent branch in the uk, ran by a joker called Matt, who fails to understand the uk Vocabulary, " per customer means customer not household, Check with your Head office Matt, your in the retail business the idea is to sell the stock not hoard it. And as for the stores slow speed to process a refund (4 days). Even the company head office could not try to understand the policy of this Branch. If manager Matt does not get the big heave ho in the next few weeks I will be more shocked than all those at head office. Personally I would not even trust him with collecting trollies in the car park”

Helpful Report

Posted 4 years ago

“I have been severely disappointed by B&Q I I have an elderly customer who came up and spoke to a member of the B&Q team and was advised to buy a certain kind of plaster when I seen this plaster I have never even seen it before in my life so I asked if she had a receipt she did not so I’ve asked B&Q to help me out and I’ve got six bags of plaster which they are now trying to give away for free and they will not return the item for this elderly lady I am very disappointedNo they are giving the plaster away for free but still refusing to refund the customer paid full price for it because this elderly lady cannot find the receipt and you’re in covert cannot make it to the store this is what I would call disappointing customer service from one of Britain’s leading DIY centres”

Helpful Report

Posted 4 years ago

“Have had a litany of issues from item ordering requirements to incorrect collections and the most incompetent, difficult to reach and uncaring customer service organisations I have ever had the displeasure to deal with. I have spent six hours getting through to request an order suggested by a member of the local shop staff just to ask them to place it so I could pay for two doors. The first guy, Scott was very pleasant - spent half an hour talking to him after half an hour waiting to talk to him and 4 hours in the morning waiting for the promised call back that never came and then he told me he would ask a colleague to call me so I could make a payment for 4 kitchen cabinet doors. Of course, the call never came. Waited 20 minutes on the phone again and spoke to another Individual who put me on hold for 5 minutes abs then cut me off. I have kitchen units waiting for doors and have been told I won’t get them until January - November now!! The stores can’t take my money either!! Whole system is the opposite of customer focussed and totally uncaring. Appalling!”

Helpful Report

Posted 4 years ago

“Ordered my new bathroom suite in May 2017, for the project to start in September. September came around and due to another project that had over run the project didn't start until 9th October. ( I was never contacted by B&Q I had to chase them for a new start date twice as they said 2nd of october that came and went....) Started ripping out the old bathroom (3 kids in the house) The bath / panel I ordered had been discontinued although they let me pay for it several months ago, meaning the project was delayed more. I again had to chase B&Q that the bath had not been delivered and waited another several days for the bath to be delivered. (Stinky kids by this point !) On delivery on the tiles quite a few packs were defective and had to be returned by myself to the local B&Q store so I could re order more. The customer service is shocking and not helpful at all. Today The pipe work is leaking so I called B&Q as there is a 10yr bathroom guarantee expecting to have no issues ! Although reading on wiki's I should have been not surprised when they are again dire and pass the buck. They asked to contact my own local plumber to fix the work and then they would send me a form to fill out to get the money back!! They should really have their own plumbers if they have this service.! B&Q are a waste of time please consider using another company once they have you and your money that honestly don't care at all. I do have to say the sub contractor Adrain who fitted ur bathroom was excellent I would recommend him for any kitchen or bathroom jobs. He was as frustrated as me with the things not been delivered and broken kits.”

Helpful Report

Posted 4 years ago

“Excellent customer service from a young man called David! He helped with the purchase of a kitchen unit he was a credit to your company”

Helpful Report

Posted 4 years ago

“Taking orders from click and collect but not having stock, when tried to collect. Very poor.”

Helpful Report

Posted 4 years ago

“Ordered a gas fire from b&q the supplier was level. 3 weeks ago was ordered with a delivery within 7 working days.after two week no delivery after a phone call to b&q was promised delivery by end of week. Guess what no delivery .so now I.ve cancelled my order and have to wait for payment .annoys me how they can take your money in seconds but you have to wait to get it back for 5 working days.no ordering from b&q”

Helpful Report

Posted 4 years ago

“Due to lockdown thought I would do the sensible thing and order on line. Big mistake people. Ordered 4 in stock items, day before delivery received an email telling me one item wasn't in stock. A subsequent refund of £4 was given. Delivery day arrives and the out of stock item was different . Its value was £36. Numerous phone calls to staff who were polite and helpful resulted in me having to drive to another store to pick up the missing item. I'm hoping that they now sort out the correct refund. I'm not holding my breath. Come on B&Q, you can do better than this.”

Helpful Report

Posted 4 years ago

“Incompetent staff”

Helpful Report

Posted 4 years ago

“Customer of B&Q Portsmouth. First of all, Jacob Dampney was absolutely amazing, despite all the odds being stacked against him. He deserves to be employed by a really cool company who will pay him handsomely for his customer service skills and always going above and beyond to so rt out our problems (which were numerous 🤯!) It would take me a year to list all the problems we had so I won't but in a nutshell, we ordered our kitchen at the beginning of July and have only now had the last bit delivered (November!!!!!!) Wrong parts delivered, no parts delivered, parts ordered but not in stock but they don't tell you (even though you wait in for them - on several days, not just one!!!!!) I would recommend that nobody ever buys a kitchen from B&Q ever again. They are so awful. Their only saving grace is Jacob in Portsmouth who has alleviated my stress by taking ownership of the situation and sorting out my problems every step of the way. I simply can't thank him enough for his empathy, diligence and professionalism. Jacob needs to be appreciated for his customer service skills. He is the only asset B&Q have!”

Helpful Report

Posted 4 years ago

“I popped into B+Q Meir Park last night for a bulb. I had a couple of questions to ask but was told nobody could help me as "the electrician had left for the day".... I popped back today to be told by two staff on the tills that "if you want to catch the electrician you have to come early in the morning".. Sorry B+Q but I have this thing called a job which means I can't keep popping in every day on the off chance I catch somebody who knows about basic electrics! .. I said "surely someone in B+Q can advise me on a bulb wattage".. They didn't reply - I was made to feel stupid and a nuisance, appalling customer service!! They just could not be bothered! Thankfully, a young lad called Callum helped me in the end and be was very pleasant... With so many staff being finished during these difficult times you'd think B+Q would have their pick of staff that really want a job and CAN be bothered to be pleasant and offer decent customer service. Come on B+Q, up your game!”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,580 reviews