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

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

“I bought a kitchen from B&Q....had a few items to return and one item that was incomplete & needed to be exchanged. In every instance the customer services team were excellent - things got delivered, collected & exchanged without a problem, they couldn't have been more helpful. I have been very impressed with the service throughout. Thank you to the customer service team @ B&Q.. I will be recommending you in the future.”

Helpful Report

Posted 5 years ago

“A young lady called Shaz was so helpful in finding products that I needed today at the Ashton under Lyne branch. I would like to commend her to you, for her customer focused approach. Thank you Shaz”

Helpful Report

Posted 5 years ago

“A member of your staff at the Ashton under Lyne branch was really good. Her name was Shaz and she was so helpful and customer focused when I asked her where to find many of the products that I needed. I commend her for her help thank you.”

Helpful Report

Posted 5 years ago

“Wonderful knowledgeable staff in the Sudbury store in Suffolk could not fault the shopping experience and could not do enough for you. Everybody was more than helpful whoever was responsible for the new approach needs a pat on the back. Will certainly be going back for future purchases.”

Helpful Report

Posted 5 years ago

“Useless store, you can’t just go in and buy what you need because some of the items are not available for click and collect or some of them are available for home delivery 🤷🏻‍♂️ Anyway you can’t win with B&Q but there is another STORE CALLED WICKS where you can just put everything to your basket click check out and cheaper next day delivery is on the way to you!!! So simple! So I wish happy shopping in Wicks I hope B&Q will get shut down because it’s run by some idiots.”

Helpful Report

Posted 5 years ago

“I have to say Robyn Snelling at B&Q Beckton kitchen dept really has gone the extra mile, I was struggling to get cabinet doors for our kitchen which were discontinued, I spoke to various branches and no one was able to help I called customer services they advised as the order was not made online that I needed to go into store, I visited 4 stores local to me none of which could help. I finally ended up back at Beckton and asked Robyn this was my last attempt, she asked the department manager to help who was unavailable then took on board the task of helping me herself, she took down contact details and advised she will try and see if she could source these doors from stock analyst, a couple of days later she called me was unable to get through to me then emailed me to say she managed to source the doors and requested for me to pick them up. She made the experience straightforward and easy, I had a request for something that was no longer on the shop floor, this allowed for me to complete my kitchen. I cannot thank her enough for listening to me and going the extra mile. I appreciate the great service which is rare to find nowadays. Thank you we now have a beautiful complete kitchen.”

Helpful Report

Posted 5 years ago

“Ordered a kitchen on delivery to Torquay had a right jobs worth because of a tight hallway I said the work tops can come through the window now the window is the size of a mini car in wi the delivery driver said due to health and safety and damage he can’t bring the kitchen or work tops through the window which is 2 foot high from ground level after a argument debate he said iv email the boss now on a Saturday I doubt if he would be working and he said he would have to deliver it and started in loading will I said in load it but if work tops can’t come in though the window I won’t except any of it I won’t sign for it and it will be left outside and get stolen I even had to help with the delivery through the window a customer having to help now is that health and safety I don’t think so totally out of order and bad service!!”

Helpful Report

Posted 5 years ago

“Fantastic service from Meghan at the Farnborough store ...so helpful and knowledgable on our two recent visits. Such a credit to B and Q.”

Helpful Report

Posted 5 years ago

“I went to the DERBY STORE to buy plasterboard. Mon 3 Feb mid afternoon so not overly busy but no trolleys available that would carry large plasterboard sheets. Customer service were useless, the manager couldn't be bothered to come out of her/his hidy hole. Why were no trolleys available? Because they were using them to display special offers. Having waited 10 minutes I gave up and unloaded a special offer trolley onto the floor and used it to buy plasterboard. What a dreadful shop”

Helpful Report

Posted 5 years ago

“Went into b&q this morning and needed some help, One of you staff was very helpful, can’t remember his name it was in your Chesterfield store and he had a 3 letter name that was unusual. I think he was of African origin, but I needed to say he is a credit to your company. Thank him for me please Mrs S Sandy and son Brian”

Helpful Report

Posted 5 years ago

“Went to the Leeds store to look at a bath we wished to buy. Especially important to see it as there is so little information in the description. When we got there the display area was empty - where there should have been products there were bare walls with bits of plaster stuck to them. I thought B&Q had gone into liquidation but apparently it was planned this way - there’s going to be a re-fit tonight. Why on earth would you take everything out at the same time so there’s nothing to look at on a weekend and then re-fit on a Sunday night? Stupid planning - went elsewhere and bought a bath!”

Helpful Report

Posted 5 years ago

“We visited local store in ashford kent today. Nathan on the timber saw on the building department was 5 stars all the way I wish his colleagues were half as good. We asked about a product check from someone else on another department, after a few minutes I could see the lady had just gone back to stacking shelves and completely ignored we were still waiting... Another staff member shouted over the aisle a few minutes later"are you the one who wants to know if we have any of these in stock?... No... I dont think we've got any". Not great customer service.”

Helpful Report

Posted 5 years ago

“very poor service. Ordered a kitchen in Oct 19 for delivery in Feb 20. Recieved a call THE DAY BEFORE my delivery to say my cooke and lewis glass burner hob would not be delivered as it was out of stock however a case manager had been appointed to chase it up. Recieved a further call on the day of delivery to say they were unable to get me the hob, could offer no alternative as the case manager wasn't trained in products, offered no compensation even though my kitchen had been paid for in total in October just a refund for that item. im now having to look elsewhere with a kitchen fitter booked in 2 days. very very poor.”

Helpful Report

Posted 5 years ago

“My husband and I shopped at Watford B&Q this morning 1/2/20. We needed our wood cut and waited for Faz to serve the 2 customers ahead of us. He very kindly acknowledged that we were waiting and said he wouldn't keep us too long. We had time and weren't bothered by the wait. Faz cut the wood with ultimate precision. His service was impeccable. Mature attitude and attention to detail are superb. What an absolute credit to his parents and the Watford B&Q team. Please ensure that my review is acknowledged by the Manager and I insist that the CEO is aware of young people, like Faz, who are giving absolutely fantastic customer service.”

Helpful Report

Posted 5 years ago

“I went into the B&Q in Sheffield today. I wanted a particular colour mixing up and I was a bit apprehensive whether it could be achievable. The lady behind the counter couldnt have been anymore helpfull she spent time with me and really understood and helped me so much with the colour that I wanted. I haven't recieved this high level of customer service in a long time. It was clear the lady was so knowledgeable about her products and as a result I managed to feel comfortable about the colour decision I made. She gave me expert advice and I completely trusted her. I can not rate the service I received highly enough as I can be a bit of a nightmare but she was just an unsung hero! I really hope that this lady gets the gratitude she deserves. Unfortunately as I paid separately the till I didn't manage to catch her name. But she was a blonde lady and I would highly recommend her for all your paint needs!! Ps. She also helped me to sign up to the B&Q clubcard and I got £5 off my shop 😁”

Helpful Report

Posted 5 years ago

“Called in B and Q Doncaster to look for wardrobes and doors, a young man called Liam help me out from start checking if the stock was available but wasn’t so we both looked how I could do it we sorted it but Liam was very helpful all the way nothing was to much trouble thankyou Liam keep it up cheers”

Helpful Report

Posted 5 years ago

“Could not find anyone to help me in the pluming aisle, asked on the kitchen counter and he said he would check if anyone was in stood 10 minutes then left this is not the first time this has happened, can never find anyone to help went to Wiko instead.”

Helpful Report

Posted 5 years ago

“Bq laminate floor as 15 year guarantee but lasts 6 month. Seams going will have to replace the lot Do not buy trying to claim on the guarantee they have is waste of money”

Helpful Report

Posted 5 years ago

“Sophie at B& Q Newbury was brilliant with her service on Friday afternoon. She was super friendly, polite and fab advice with regards to my paint colour choice and experience of brands. I love my colour, it looks great on my cupboard. Valspar is definitely my choice for future diy - excellent quality with an excellent price tag!! See you again Sophie!!”

Helpful Report

Posted 5 years ago

“Placed an order online on a Friday evening, checked the pricing multiple times as there was 20% off lighting and wanted to check this had been applied. Delivery stated FREE the whole way through the process but once I had clicked to pay it charged me £5 for a Sunday delivery charge. I didn’t want it delivered on a Sunday, I’d have been happy with a next working day. I also could have done click and collect to my closest store which had my items in stock and collected quicker and cheaper. B&Q took a week to respond, to which I received a poor apology but told they won’t refund the £5 as it’s clearly displayed on their website. Didn’t listen to my original email which the point had been because it wasn’t displayed before it had been too late!! It’s clear it was because I placed an order on Friday evening and the next delivery day had been Sunday. But then I should have been given the option to wait until Monday for free or have the items Sunday for £5 but this wasn’t displayed during the check out process. Poor site and poor customer service, have had to request to speak to management instead. The amount isn’t the problem, it’s that I shouldn’t have had to pay it and wouldn’t have had it of been displayed correctly. Just moved house and have loads to be purchasing over the coming months, they are going to miss out massively over the poor level of customer service. I’d suggest maybe fixing a clear error on the website.”

Helpful Report

Posted 5 years ago

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