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

Write Your review

Tell us how B&Q made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

118

Anonymous

Anonymous // 01/01/2019

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

“I went to purchase an item from the Stirling B&Q today. Had my 17yr old son & his girlfriend with me. We were in the store for all of 5 mins looking at some lights we were considering buying when one of the workers approached my son very ubruptly and stared at him for an awkward length of time before asking in an unfriendly & rude manner if he could help him?!! My son replied no. The worker stood there and continued to stare at my son which made us both feel uncomfortable & weird. I wish now I had asked the man (Mark) if there was a problem?!! But...we walked away (thinking he was a very strange man) to look for what we came for, only to find that we were being followed by Mark & several other staff. This felt very intimidating. There were then radio messages (which I could hear through the workers earpiece, yes...they were that close to us!) & talk between the staff about someone stealing. At this point it was very obvious that they thought it was us! The only reason that I can think of for this is that my son had his camera (which he takes everywhere to film clips for his YouTube channel), his phone & wallet in his pockets which made them look a bit bulky. Surely this is no reason to assume someone is stealing? I heard through the talk that footage was being checked, if this was correct they would have seen us entering the store & my son's "bulky pockets!" My son's girlfriend had picked up afew items to buy but put them back so we could leave as we all felt very uncomfortable & embarrassed as it was not only obvious to us that they had targeted us but also to the other customers! When we were leaving the store all eyes were on us, everyone we passed scanning our bodies/ pockets for stolen goods. When we reached the car my son noticed that a group of staff had gathered at the exit door to watch us getting into our car. So, we went back to speak to them when all but 1 scampered away! We asked if there was a problem? We were told no but were not given any explanation or apology. My son offered to show the man what was in his pockets but the man declined. We left to go purchase what we needed in a different store. During this I felt myself being paranoid incase the workers in this store thought we might be stealing too! At this point I thought that it isn't right that we have been made to feel the way we were. We all felt as if we had done something wrong, it really put us all in a low mood. I decided to go back to the store to speak to the duty manager to give some feedback. I explained the embarrassment & that I felt the situation could have been dealt with alot better. I would have felt better if someone had approached us and asked us straight out to empty our pockets! I told the manager that if someone in the store was stealing his staff done nothing to prevent it. They spoke out loud & let everyone know someone in the store was stealing, followed us (the wrong people) around instead of the person who was actually stealing & then let us walk out the door & go to the car (thinking we had stolen goods) without stopping us! The manager was ok & half heartedly apologised on behalf of B&Q but continued to play the situation down and tried to make out that this wasn't the case & that we seen so many staff around because it was a shift change. Then started to ramble about irrelevant nonsense that was nothing to do with my complaint. This makes me angry because I was treated like I am stupid which im not! Man up & own your mistake! Anyway, I corrected him by telling him we were being followed & watched very openly & obviously & that it was embarrassing & had an effect on us. I suggested that there may be better ways to deal with a situation like this. It was awful, I still feel awful. It's terrible that going into a shop for something can change your whole day & make you feel paranoid to go into another store. Hopefully B&Q can learn from this & the staff can be properly trained on how to deal with situations. I won't be back in the Stirling B&Q. The staff...including the manager are in inadequate! Absolutely ridiculous!”

Helpful Report

Posted 7 years ago

“Not sure what the point is having valspar paint mixing when you can’t even buy it due to not being able to get hold of the required mixing paint. Over a week now and still not available. Silverlink B&Q”

Helpful Report

Posted 7 years ago

“Do not buy a kitchen from B&Q. Nightmare! Spent £3000, kitchen delivered in drips and drabs over the last 4 weeks , still awaiting 3 worktops! wrong units sent, units missing, wrong handles, wrong size doors, hinges you name it! Everything that could of gone wrong has gone wrong! Spent everyday for a week after the delivery of kitchen,, going into the store to rectify issues with experts ! ? Hah !? Store Manager has not bothered replying to my email! No apology from store manager either!! I coukd go on, very bad experience ! Very stressful. If we would of known what we were getting into we would never had bought a kitchen from B&Q! B&Q IT ??Honestly Don't do it !!”

Helpful Report

Posted 7 years ago

“Buyer beware if you have a TRADE account. If you have issue with your purchases you loose a lot of rights. My husband purchase some wooded steps and treds using his trade account. These were use as part of what cost us a £5K project on our staircase. Looked amazing once it was finished , all finished with molded skirting fully tiled wall and lighting . The 6 month after the stairs start to crack. We approached B and Q who keep passing us from pillar to post noone wanted to help,because it was not possible to just bring the faulty tread back into store without removing the whole of the stairs damaging the skirting and tiles. After over 15 visit to the Corton wood store someone came out to look at it and agreed it is faulty (not fit for purpose). We cannot afford the cost to take it up and replace it and have been told if we had not used our trade card B& Q would have stood the cost, but now all we have been offered is new board to replace the faulty ones. We would at the very least expected a full refund for the steps and treds given they are not fit for purpose. But no we can only get that if we remove them so basically they have us over a barrel. We cannot afford to refit them and they won't refund the faulty items. There customer service through out the complaint has been shocking with us having to chase progression. DISGRACEFUL B@Q. Gosh imagine if your builder and buy trade items not fit for purpose that look good to start with but then deteriorate you have no rights. SO TRADE people please be careful”

Helpful Report

Posted 7 years ago

“Attitude of staff at the Bamber Bridge store is pretty appalling. Took a recalled item back today the lady on the counter was saying it wasn’t on her recall list she didn’t know anything about it, her attitude was almost accusing us of making it up. Fortunately we had the email proof. She obviously wasn’t feeling well either and proceeded to tell us that as customers come in with all sorts of bugs she was quite happy to pass it on to us! Not very professional at all.”

Helpful Report

Posted 7 years ago

“DO NOT BUY A B&Q KITCHEN WITH INSTALLATION, its appauling!! Tiles not laid on the floor correctly, leaking dishwasher, water on the floor leaked under the tiles, they trued to replace the damaged tiles but damaged other surrounding tiles trying to replace them. 10 re visits to replace or re fit faulty fitted doors etc, sometimes they turn up sometimes they dont, customer services shocking. We are now on 11th re visit, but guess what, customer services cancelled the visit, but never told us AGAIN!!!!!!!!!! Keep your hard earned cash and go to Wicks or ANYWHERE else, just dont use B&Q!!!!!!!!!!!!!!! Complaint now with Furniture Ombudsman. If I could score 0 stars I would have.”

Helpful Report

Posted 7 years ago

“I'm having an awful experience with B&Q about a B&Q Homefit Kitchen and Bathroom installation. After over a year, and having to use an Ombudsman, they are now being forced to re-attempt to complete the outstand work from the initial installation that was incorrectly performed, or not to a professional standard (This involves replacement of a lot of the bathroom, and replacement of the kitchen worktops and re-alignment of units). The Furniture Ombudsman although slow was very helpful in resolving this part of my complaint, and addressing some other parts such as delays, and poor management. The second part was over the miss-selling of the projects, with regards the services provided by B&Q and their 5-year guarantee. This paper work was not made available before the installation was “completed”, naively I trusted what I was told at point of sale. When delivered it turned out to be just a Tradesmanship guarantee instead of a much more comprehensive guarantee I was expecting, ‘Tradesmanship’ was not mentioned once at point of sale. I've been bounced between various departments, with no one prepared to make an official response to me regarding rejecting the guarantee they provide after the installation was initially "completed". The purchase was also payed for up-front, giving me no leverage for withholding payment. The Homefit team also has some rude and overly assertive or defensive members, that don’t have a helpful attitude when talking to them on the phone.”

Helpful Report

Posted 7 years ago

“Omg this is the worst place to buy one of the most expensive things in your home do not do it ! There systems will allow you to place and pay for your kitchen in store even though they are not in stock and have also been discontinued, so you will be halfway through your fitting then will not be able to finish it!!!”

Helpful Report

Posted 7 years ago

“100% unreliable. The retailer takes no responsibilities and this is in their T&C but in more subtle words for anything. If they are late or ANYHOW did not deliver on the promise - they DID NOT make the promise of any kind even if they took your money. The best you can end up with is a refund and a robotic "sorry". If your time is worth anything to you then don't deal with B&Q.”

Helpful Report

Posted 7 years ago

“Dont bother going to aintree store. Ive been in. I needed 8 interior doors with frames fitted. 2 exterior doors and frames fitted. No staff to help me. Waited 20 minutes. 2 calls from staff over the tannoy no one came. Ive just got to taskers and im all sorted . Taskers got our money. Terrible service. 3 girls were hanging around the taps jangling when there were lots of people looking for staff to help them. Terrible service. You must have mega buck b and q to watch customers walk out the door when they wanted to spend money in your store.”

Helpful Report

Posted 7 years ago

“Placed order. No date given for delivery. Been on phone 20 mins to be told they'll ring on the day. I actually work so how's that supposed to happen? They were quick enough to take my money but not sort delivery problems !!!”

Helpful Report

Posted 7 years ago

“Garbage service! Ordered an item 2 weeks ago and arranged delivery for today. Received txt an hour before delivery due saying delivery delayed. Contacted courier and staff helpful but basically said the item was not ready to deliver. Contacted B&Q staff and again helpful, explained item was dispatched but couriers were not able to deliver. Was offered an alternative date but not on a date that was convenient to me. Asked if it was possible to arrange another courier for delivery- not an option. No mention of any compensation for inconvenience either. Despite the helpful staff, this is poor service, this has left me a very disappointed customer.”

Helpful Report

Posted 7 years ago

“My wife and I spent c£3K on a new kitchen which B & Q designed. They failed to supply enough worktop to build the kitchen. They did not respond to a complaint made via their website. They did not respond to a letter before action warning of court proceedings, and now they are defending them. They have made no attempts to understand and resolve the issues.”

Helpful Report

Posted 7 years ago

“Largest range of joinery products in Ireland consisted of a few sticks. Power tools were toy town models. Car park was closed.”

Helpful Report

Posted 7 years ago

“Ordered a focal point electric fire..said it would be delivered by a week. .I heard nothing. So phoned them after 10 days.fobbed me off .so after 2weeks heard nothing.went into store said would call me.nothing now I rang them again ..got to wait another 8 days. .terrible service. .believe it when I see it..lack of communication makes me cross..”

Helpful Report

Posted 7 years ago

“I travelled around Cwmbran near to where I live to purchase some adhesive for Cork tiles. After visiting Toolstation and Screwfix and Travis Perkins I ended up going to B&Q. Avery nice man called Chris attended to me as I am unable to walk far. I was sold 1 ltr Bostik glue for £8.98. It was rubbish, my wife nearly ended up with a breakdown after 50 minuts of trying to get th tiles to lay flat. The sub base was concrete and we treated thid with a latex coating last night. They kept coming up. Eventually we went to plan B. She had bought a 500ml pot, way too small for 3 metres. The Evostk Flooring Adhesive was brilliant but we ran out. After checking all the stores no one stockit, only on the internet.”

Helpful Report

Posted 7 years ago

“Went to Cardiff gate store and was very unhappy with the service in store. Looking at flooring needed help so I asked a member of staff for help and he wasn’t very chatty or polite and not very helpful , didn’t ask if i wanted anything else and just walked away to go on his phone. The went on to look at tiles and wanted some advice as there was a broken bit on shop floor and was there for anyone to take , I approached the same member of staff and asked if I was allowed to take it and he was very rude when saying no and had a very bad attitude. The member of staff looked unhappy to be in work and was more interested in his phone. Arrived at the store just gone 12pm and left at 1pm. Staff member had dark brown hair and beard, quite tall. When I first asked him for help he was working on flooring. Unacceptable customer service.”

Helpful Report

Posted 7 years ago

“I was treated dreadfully numerous times this week by B & Q in Leyton. Rude staff and a really rude manager Atiq, who was uninterested in my complaints. Total lack of customer service. Faulty goods and I’m well out of pocket from the entire sorry debarcle. Their customer service team are useless and pass me back to store manager who is, as I said, unhelpful and rude. Never buying from this rubbish company again.”

Helpful Report

Posted 7 years ago

“I went to burgess hill branch, I approached cashier to see if there were any other bathroom extractor fans, I asked politely only to get the response “donno”. , she then turned her back on me. Again I said excuse me and asked my question again, she responded “ I said I dunno”, I then asked is there anyone that would know, to which she replied” you best go and find someone at the back”. I have never known service like that, we had gone in to look at kitchens as we are going to replace ours. The brochure I picked up went straight in the bin !!!!! I will look for a company to replace our kitchen with more customer service skills, I went to wickes and purchased my extractor fan , the Wickes experience was a hundred times better than the one I got from B&Q.”

Helpful Report

Posted 7 years ago

“Come on B & Q! Bathscreen push-on seal length 1500mm Please can you make the above a little longer £15 is a lot of money when you can only get one length out of it and the rest is wasted as it is just a little too short Thanks”

Helpful Report

Posted 7 years ago

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