B&Q Reviews

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

2.2 Rating 2,602 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,602 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

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

“Avoid this store at all costs! Ordered some fencing to be delivered, the day came and went with no delivery occurring, customer services totally unable to help and just advised we called the store. Phoned several times and it just rang off, then on hold for 40 mins before we managed to get a redelivery for a week later! And you can probably guess what happened, not show again and so back on the merry go round of phone calls to be told by some poor person on admin that she has to deal with angry none delivery phone calls all day, she told me they had not even put our stuff on the van, demanded money back and they even managed to stuff that up only refunding us the price of goods not delivery. Will are trying to raise an official complaint as we are out of pocket due to having to cancel a handy man twice to to fit the new fence but all customer services do is tell us someone from Sutton will call us back, and a week later, no one has called. Utterly disgraceful service!”

Helpful Report

Posted 3 years ago

“Throw people out just because they don't like the look of them. My friend spent hundreds in this store, yet got thrown out for nothing. CEO ignored all correspondence and the complaints team never got in touch.”

Helpful Report

Posted 3 years ago

“We ordered some materials to do some work in the garden last week and chose the delivery to happen on Monday 13th. Soon after that, we got a text confirming our delivery to be AM on Monday . Up until this point everything was according to plan, which I assume it is not difficult as it is automated. However, Monday morning came and went with no sign of the delivery or a call from anyone to let us know what was going on. After several phone calls that day ( not to mention the frustration of being on hold for about 40 minutes each time ) and different call handlers telling us the delivery is on its way, it is a PM instead, no one turned up. We managed to get through to someone at the Sutton Store after being on hold for about 40 minutes and rescheduled it for today ( 4 days after it was planned to happen ). Today, not to our surprise as our confidence in B&Q being able to deliver any customer service is quite low, the delivery has not turned up again. Yet again, we phoned, got through to someone who explained the delivery was happening from the Sutton Store and could not do much about it. We called the Sutton store which it took about 30 minutes to get through and another 20 on hold as they were looking for "someone" to handle the complain. And they just said they will get "someone" to call us back. I am afraid I have no confidence in anyone calling us back and give us any information about the no show deliveries and the whereabouts of our purchased materials.”

Helpful Report

Posted 3 years ago

“Rude and unhelpful staff at the Wisbech stores even after taking to them on the phone still refused to help,”

Helpful Report

Posted 3 years ago

“Bought kitchen in January sale, and their the nightmare began. Should have walked away from sale, but 20% off in sale plus 10% tradepoint was tempting. The sales assistant at this point was useless, he spent more time texting his friends in the 2 hour consultation than selling. Also B&Q has the worst most unreliable planning software of all the places I visited. When we got home, I check the design, for sizing and layout. Decided it needed a tweak to give a bit of space. At this point I meet the first Rude member of the sales team. She was advised that the kitchen doors we all of the wrong type, not expecting that, and that there were some fundamental design errors that needed to be changed. As she was helping and seem to know what’s to-do I let her help even though she was rude. Fast forward 3 months Kitchen coming in couple of days so went to store to check a few things. At this point I stood in front of display kitchen scratching my head I asked for a tape measure. The 60cm and 30cm larder units (I had 5) were 5cm bigger so they wouldn’t fit. Went back to the sales team, then I met the 2nd rude sales girl (specially trained obviously) . 1 day before delivery total replan!! So I got probably 75% of my new kitchen delivered, enough to get kitchen sort of useful. Kitchen all stripped out in a skip on drive and room ready to receive new kitchen. First unit to assemble larder units. Scratched my head again and thought we’re the base, top and shelves. They weren’t there!! Back to B&Q. Asked rude girl 1 what was missing, she confirmed I needed to other “packs”. It wasn’t their fault “software glitch”. Asked her to get some for me and at this point was told they can’t be bought. When could they be bought, don’t know, don’t care can only do what the system allows. Manager time, she was actually ok and tried to help, obviously not trained by B&Q. After approx one week they threw in the towel and told me I would be given a refund! Got the email advising this which stated would collect in 4 weeks and refund 2 weeks later!! After pressure they agreed to expedite pickup to 2 weeks, when they turned up they were only authorised to remove 30% of items. Called the Customer Services and they told me don’t worry I would be contacted and a collection next week would be organised. Pack of lies no one called back Anyway the collection has finally happened refund has been given. Compensation, B and Q (Tradepoint) don’t give compensation even if they’re negligent. Some thing to discuss with trading standards. I’ve had no kitchen now for 2 months, will be 3 when new one is fitted. I’ve paid people to do jobs which they could do, not their fault so have had to pay at least basic hourly rates, hired skips, should have been 1 but now 2. All they offered was £200 in store credit. In conclusion if you want some sport arguing with the kitchen supplier, paying lots of cash and not getting a kitchen at the end go to B&Q. Otherwise stay away. Final note, B&Q aren’t fundamentally a bad store. The kitchen department just needs to re train and discipline their staff, get better software, sort there supply chain”

Helpful Report

Posted 3 years ago

“I would give 0 stars if I could. Ordered a kitchen for over £3,000, my joiner kindly gave me his Trade point card so I could get a discount, he was not with me when I purchased the kitchen (the assistant was very helpful). Agreed to wait longer so I could get everything in one delivery. To be delivered to my address, my mobile number and paid with my card, date 11th of June 2022 (tomorrow), few texts confirming date. Received a text on the 9th of June at 16.42 to advise my delivery is the 10th, I panicked, I was working all day. Called Customer Services, I only wanted them to confirm the date had not been changed but because I had used the joiners Trade Point card they would not access HIS account, it was Data Protection. When I explained I did not want any information, I was not changing anything. I just wanted to know why I had received a different date. She could not help me, she was working from home and could only get a call back the following day, if I was not in for delivery, it would be classed as failed, even though I had not asked for this date. Went onto live chat, gave them joiners name and address and he gave me all the information, delivery was the 11th, the other text must have been an error. Got a call from B & Q today, about to deliver, luckily only a cooker hood and they would leave it without a signature, even though they say the wont. Totally inconsistent, they need to understand what Data Protection is for and I will NEVER order anything from them again.”

Helpful Report

Posted 3 years ago

“Sold me a Cooke & Lewis 1675mm p -shaped bath at a cost of £330. (Adelphi version, not the cheaper plastic ones). I also purchased a great deal of other fixtures and fittings for the bathroom refurbishment. Final expenditure being well into 4 figures. I was told at the time by the sales staff that the bath panel was not in stock, but would be 'available later.' Months have gone by, I've complained several times about the lack of a bath panel for this model of bath, only to be repeatedly told it will be available...Lord knows when! Now im told to buy a larger panel (1700mm) that will fit. Nonsense!! I fail to see exactly how it would fit without cutting it! Either it's going to be too long for my bath, or the supplied ones for 1700mm are too short to begin with. Not happy with this silliness, I will not be dealing with B and Q again. I would advise anyone else to avoid at all costs! Use wickes etc, but not this lot!”

Helpful Report

Posted 3 years ago

“We had booked a kitchen design appointment and arrived a little early, 10:45am which we didn't mind. Our appointment was 11am so we were told our kitchen designer would see us then. At 11:18am no one had been to see us or acknowledged us or even looked in our direction! so we decided to leave and booked a design visit with WREN instead. We have just ordered a £17,000 kitchen off them which B & Q missed out on due to very poor customer service. I wont be going back any time soon.”

Helpful Report

Posted 3 years ago

“Dangerous stuff!!! Purchased a bag of compost. When using it I found a metal rod inside. Good job I was wearing gardening gloves. Be careful!!!!!”

Helpful Report

Posted 3 years ago

“Just lairs , I booked installation on January and keep telling líes about installation time, last week told me the installer in Poland because his wife in hospital, same day I saw him in my neighbourhood installed kitchen in my friends house, and spent ten days chasing my refund avoid b&q Greenwich all bunch of liars”

Helpful Report

Posted 3 years ago

“I've just found out, after having ordered my kitchen 3 months ago and waiting specifically so that everything could arrive together, that they are out of stock on one of the units. The Customer Service person I spoke to told me that their stock system isn't actually live, so they don't find out if they have the stock they need until they load it onto the truck. They also have Terms and Conditions that say they're not responsible for failing to deliver your stuff on time or getting the order wrong. There are serious issues with their systems and nothing they promise you in store holds any weight or can be trusted.”

Helpful Report

Posted 3 years ago

“Kitchen plans absolutely rubbish , very difficult to understand where what is going , worst kitchen out , better with Howdens”

Helpful Report

Posted 3 years ago

“Never ever will I purchase a kitchen from B&Q Wigan store. Worktops missing then told I hadn’t ordered any even though I sat with assistant while she planned & ordered my kitchen & took payment. Hob & extraction fan missing only to find it had been delivered to the wrong address! 4 top units missing & when they did arrive one was the wrong size! I ordered this kitchen on 1/3/2022 & it’s now 16/5/2022 & I’m still waiting for one unit to arrive. Appalling customer service. Passed from one member of staff to another, then another & another & not one of them has a clue what they are on about! BE WARNED DON’T PURCHASE A KITCHEN FROM B&Q!!! Save your sanity & money & buy elsewhere as you definitely get what you pay for! Buy cheap buy often. This was an insurance job & I was only allocated a small some of money or I would of 100% gone elsewhere!!”

Helpful Report

Posted 3 years ago

“Ordered 12 bags of 50 litre compost through online.and at the end of payment it was identified mica store Sutton Surrey branch will be delivered. Delivery was due following week Wednesday. Tuesday had text message that driver will be delivering next day afternoon. No delivery attempt made on Wednesday. Contacted Sutton branch on Thursday morning twice I managed to speak to speak and each time phone number taken with promise cal will rerun by customer service. Nothing happened. Called main chain customer service as Sutton store do not pick up calls. Central colustomerservocebalso tired to connect the call with no luck. They have taken my number again to get cal back from Sutton Branch. No contact from Sutton on Thursday. Friday contacted main customer service and wanted to cancel the order but main branch claimed unable to do so because it was already allocated to Sutton.main customer service tried to contact the Sutton branch but they don’t answer the telephone. Again telephone number taken. No one contacted from Sutton branch. Saturday contacted main centre again and they were helpless Like me as they cannot do much but put my issue as emergency to pick up by the team Sutton. Sunday afternoon I had call eventually. Conversation was theybcouid not deliver the items but no reason and if I want they week Thursday would be the next delivery. When I have asked why I was not prioritised on their list as mine missed from they said they cannot do much. I could not believe the arrogance and told them to cancel my order and told them will do a review and they told me to proceed. I had money back. Ordered same items from wickes and delivery came to the door next day. If you can don’t do any online order.”

Helpful Report

Posted 3 years ago

“Total joke spend 3 hours in store today with one of your planners, He was very helpful in planning out a bedroom and 2 bathrooms. After 3 hours we left the planner to finalise the plans. An hour later we got a call to say a few bedroom items were out of stock and we could not place an order until all back in stock. I phoned customer services to query this as I was willing to place order and wait to be told its not possible until in stock. When I asked what happens if I wait for restock then another item is out of stock I was told this would mean i still would not be able to order. THANKS FOR WASTING MY TIME.”

Helpful Report

Posted 3 years ago

“Trustpilot Thanks! Your review counts. You reviewed B And-q Your review is pending—it may take up to 2 hours to appear on Trustpilot. Learn more RM richard makepeace 1 review GB Rated 1 out of 5 stars B&Q are a joke Ordered fire doors, the delivery driver dropped them on the floor, took them a month to replace and countless phone calls being on hold for hours. Today I took a day off work to receive kitchen end panels, the driver of the lorry couldn’t get down our road because of roadworks, instead of going around them or coming from the other direction he cancelled the delivery, said will be there tomorrow instead, after speaking to the depot it could take another month for delivery, meanwhile we have a kitchen full of kitchen fitters and nothing for them to do, and will be cooking off a camping stove for another month. B&Q are the worst company ever. Delivery drivers number is 07929864723 He is a chimp”

Helpful Report

Posted 3 years ago

“Only gave one star so I could wright on here but really I give it 0 stars! Ordered a kitchen in January, was told it would be delivered end of March but still waiting on the majority of the kitchen…rang customer service got no where! Went in to store got nowhere, it’s now may and parts of the kitchen that we was told would becoming beginning of may are now being delayed to the end of may and no doubt we will get another email that items will be further delayed! How can they take peoples money and not deliver Can’t stress enough NOT TO USE B&Q for a kitchen unless you really don’t need one anytime within a year of ordering it! My advice is….Pay the extra and go somewhere different for your kitchen”

Helpful Report

Posted 3 years ago

“Serious Delivery Problems B&q have some serious flaws in their delivery and stock processes which cause delays of up to 3 months in you receiving your kitchen. From parts not getting auto added to the order, to only checking stock 48hrs before delivery, to parts not found on the vehicle its been a major and costly headache. Products look good in shop but such issues make it not worthwhile having”

Helpful Report

Posted 3 years ago

“Ordered and paid for a kitchen and fitting in full in Jan 22 for fitting in April ,was informed that 1 door would be delivered 1 week later than other items which was ok . During next few weeks had several calls etc informing items were missing off order and had to be paid, delivery was on 14april as arranged but when fitter checked items on 18th he found several items missing,1worktop missing ,store blamed computer system,1 door missing ,which was ordered but just not delivered,had to be reordered with a lead time of 4 weeks ,door due on 20th never appeared,store blamed parcel force,,reorder time was 6 weeks ,during installation fitter found several doors warped or damaged lead time ? Got so angry wrote to CEO who fobbed us off to executive customer care team,who were useless promised contact which never happened. Surely a company this size must have a decent stock control and quality control ? Doesn't look like it,they don't seem to have any redundancy i.e spare stock for damaged,missing items, unfortunately my problem seems to be the norm not an exception, company has my money but can't provide goods , surely someone in authority can take this up,sorry that I cant leave zero stars.So unless you are prepared to put up with all these issues I would strongly recommend that you go elsewhere”

Helpful Report

Posted 3 years ago

“We have just purchased 2 bathroom cabinets from B & Q. Disappointed to discover they only come with one glass shelf! The shelf for the larger cabinet is unavailable, the shelf for the smaller cabinet is available online only and you have to pay £5 to have it delivered as you cannot buy it in store or click and collect so a £6 shelf costs £11. Not happy.”

Helpful Report

Posted 3 years ago

B&Q is rated 2.2 based on 2,602 reviews