B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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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119

Anonymous

Anonymous // 01/01/2019

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

“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 6 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 6 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 6 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 6 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 6 years ago

“Ordered Cooke and Lewis hinge on Wednesday and paid £5 delivery charge. That only gave me delivery date of the following Monday! What's more, I have to be in to sign for it! Compared to delivery service from the likes of Amazon the service offered by B&Q is appalling and expensive. - Never again”

Helpful Report

Posted 6 years ago

“Bought a Beldray steam surge iron sold by B&Q the box stated clearly iron comes with three-year guarantee hence the reason for buying this product from B&Q rather than from other retail store. Kept the receipt and within two years product developed a fault. B&Q could not do anything, spoke with the supervisor of B&Q at Longwell Green Bristol. Then contacted Beldray via telephone, email and produced the receipt. They refused to do anything and demanded the proof of guarantee! the paperwork was thrown away with the box. I am now left with a faulty item which neither B&Q nor Beldray customer services want to do anything. This is extremely poor customer service from both. If this is the way, they treat their customers then they should not be in business. Why should the customer pay for their bread and butter when they cannot produce quality goods and cannot look after their customers? I will most definitely not recommend either to my family and friends to buy any appliances from B&Q. B&Q buys in bulk the rejected goods and sells them cheap on the off chance some will work even if a few don't. This is a despicable scenario which the managers are happy to deploy.”

Helpful Report

Posted 6 years ago

“I searched the store for the product I needed but could not find it. Having eventually found a staff member to ask she pointed vaguely from one end of the warehouse to the other and said"it's down that end"but she didn't know where because it wasn't her department.. I then found several staff in trade dept having a personal conversation. When asked one gave me a very precise location however having searched the whole aisle I gave up and took out my phone and ordered the item to be delivered the following day from Amazon. I they wonder why retail is dying”

Helpful Report

Posted 6 years ago

“Paid for a shed at crownhill Filled paper work out ladie said Saturday during day Still waiting Stayed in two days for nothing arrived Phones up ladie on other end said she sort it out Monday still nothing Very poor comutcation Dave Campbell”

Helpful Report

Posted 6 years ago

“First the delivery was damaged as rudely explained by the DX delivery driver. On the second attempt the DX delivery driver delivered my product to an address 10 miles away from my house. The driver also said I had signed for the product when I had never received it. Gross missconduct? Shocking unacceptable service and nobody cares. Cheap labour has to stop.”

Helpful Report

Posted 6 years ago

“I visited the Wandsworth branch as I have for many years as I live near to there and will never shop there again. I was in the lighting department looking at downlights. I was standing choosing between two option and an employee of the shop - Graham - just pushed right in front of me with no words of 'excuse me' or showing manners of any sort. I could not reach the lighting options. Three times I said to the back of his head 'excuse me' and asked what he thought he was doing? Upon acknowledging me, I got a sneer and no apology. I've never experienced such rudeness. Avoid avoid avoid this store!”

Helpful Report

Posted 6 years ago

“Phoned to check goods were in store, drove 15 miles to collect only to find the goods needed a forklift to bring to ground level but there were no forklift drivers, that was on Saturday. Phoned today to check goods were available and again drove 15 miles. Was able to get corrugated felt sheeting but not enough ridge tiles. Around 20 sheets but only 3 ridges. Does B&Q not realise 1 ridge is required for every 2 sheets. The closest store with a ridge is in Hollywood, which may as well be USA and not NI.”

Helpful Report

Posted 6 years ago

“Ordered two pairs of taps on a Saturday for next day delivery, called Customer Services on the following Monday to check that delivery would be on that day, after checking the Customer Services agent said that Parcelforce had already delivered the parcels. I explained that I did have two parcels delivered by Parcelforce but they were not from B&Q but from a different supplier. Customer Services asked who the parcels were from and what was in them, (irrelevant to the matter in hand so I had the impression that I wasn't being believed). Customer Services checked again with Parcelforce, once Customer Services were satisfied that the B&Q parcel had not been delivered they stated that something had gone wrong at their end and the taps would be sent out that day. The taps were required urgently so I cancelled the order.”

Helpful Report

Posted 6 years ago

“Had the kitchen fitted 3 years ago & have nothing but problems since. Installation took 4 months because they were doing other jobs at the same time. One day the fitters knew Head office was visiting us & I had 6 fitters in my tiny kitchen. The tiler had to leave. Got a refund on the plastering as it was rubbish. They put silicone sealant in a hole instead of plaster & had to come back as it could not be painted. Wrong hinges on doors,which needed replacing. Twice my floor tiles have cracked because the floor isn't level. 6 months ago the electrics blew because they hadn't made the wires behind the cupboards water tight. Just left on the floor. I am currently without any water or heating as,last night, a pipe they had capped, with a cheap & nasty push on cap, came off and hot water was spilling all over the floor. Couldn't turn the water off as the cupboard where the stopcock is wasn't cut enough to allow you to turn it. Had to go out in the street to turn it off. I could go on but won't.”

Helpful Report

Posted 6 years ago

“Workmanship not the standard I would expect. 5 year guarantee pretty much excludes everything. Cupboard doors have fell off and screw holes won’t hold the hinges. Have a B&Q kitchen you will regret it!”

Helpful Report

Posted 6 years ago

“First off it turned up late then i realised they sent the wrong worktops then the plynths were snapped to then be told i couldnt have my hob for another month!! Being a familly of 6 and suffering mental illness this has been horrendous for me .. currently stuck with no kitchen no cooker and a house full of cupboards”

Helpful Report

Posted 6 years ago

“Bought a flat pack wardrobe reasonable price until we got to the till where that price was for 1 box but that was 2 boes so price double on trying to assemble the door was badly damaged and screws missing on phoning the store and eventually getting an answer we were told they would call back ..they didn't... I took the damaged part back to the store were I was expected to open up other boxes to find replacement only to find them all damaged bar 1 Staff on the phone were not helpful or on the customer service deck (Homebase for me in the future)”

Helpful Report

Posted 6 years ago

“Delivery and customer service was extremely dissappointing. Delivery is advertised as 7 days, so when the nearest delivery slot offered for wardrobe doors was 15 days I called and was told there was shortage of vans and this was all they could do. I e-mailed customer service hoping they would help or at least offer a voucher but just got the same, basically saying just live with it. I am trying to get ready for work without mirrored doors, manageable but not great. I've also been needing a small amount of tarmac - £11 worth in a sac, that they will only sell through bulk delivery with a £30 elivery fee, however with the wardrobe doors I thought this would be a great time to orfer, doors do not count as a bulk delivery and I could not combine! What a frustrating company and their customer service definately needs improved.”

Helpful Report

Posted 6 years ago

“I ordered an item yesterday and chose the “click and collect” option. The total cost of the item was £1.87. I drove a round trip of nearly 60 miles, only to be told that I could not have my goods as I had no ID! I’m am 61 years old and didn’t think for one minute that ID was needed for something that I had already purchased! The young man on the till was obviously embarrassed but couldn’t do anything due to the data protection act! What is this country coming too?”

Helpful Report

Posted 6 years ago

“Rude and patronising staff at the Havant branch No customer service skills I will not be returning I will be using Homebase , Eastern Riad , Portsmouth and advising everyone I know to do the same”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,596 reviews