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

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

“i recently bought goods on three occasions within the space of 10 days. i needed to return two items (a metal spiral bar and two oak ballusters). i produced what i thought was the receipt, but it turned out i only had two out of three receipts and the goods were on the missing receipt. I did have three debits in my bank statement. The Barnstaple staff refused point blank to let me exchange the goods! This is out of step with every other reputable store i shop at. Last time i shop at B&Q. I just had a happy experience at Wickes and Homebase, with helpful, well-trained staff.”

Helpful Report

Posted 5 years ago

“Went to shop to pick up work top on Tuesday. Worktop was on high level i ask staff in the shop if they can drop it down. They said they cant do it when public is shop i said the to them can you do it tonight and will pick up Friday and they agreed. Comeback on Friday the worktop is still in high level shelf and they were asking me who was on shift on Tuesday. Just completely waste of time.”

Helpful Report

Posted 5 years ago

“12 weeks wait for wardrobe door and still waiting for hinges because they missing-THIS IS A JOKE!Everytime when I ring number 0333... I need to wait 20-40min and everytime same answer "we can't find your order" B&Q ARE SERIUS? WORST SHOP EVER One star is too much!!!!”

Helpful Report

Posted 5 years ago

“We agreed delivery on a certain day because B&Q delivered the order from 3 different places I got 3 deliveries 2 arranged in store the 3rd on logistics company web site I arranged all for same day B&Q staff at Chester messed up and decided to deliver one the following day although I wasn’t happy I said ok but since it was their fault I needed an am delivery as I had to pick up my car from service said ok then a very rude woman called the following day to tell me it was a pm delivery at the time I needed to pick up my car which I told them the previous day”

Helpful Report

Posted 5 years ago

“Poor from start to finish. Went to 3 stores to purchase a sink, all had 2/3 in stock all damaged/missing pieces/opened. Staff unhelpful in store. Finally ordered online on Friday, paid for Sunday delivery. Never arrived, now being told it's not been given to the courier and they don't know where it is and can't tell us when to expect it. It's now pushed a project back and cost us with contractors and customer service are unhelpful robots. Not a surprise stores are closing left right and centre, shocking attitudes, poor stocking & even worse customer service. Won't be using B&Q again in the future. Absolute shambles.”

Helpful Report

Posted 5 years ago

“Wouldn't even give it a 1 star... ordered a whole load off bedroom furniture 3 months ago but it took 4 hours to actually order and process the wardrobe through to the computer for it then to arrive 2 months later without half off it being at my house.....where on earth the other half is I have no idea. My Dad was furious with them as it took hours to be on hold to actually talk to someone, and taken another week to get the furniture back and a refund, why can't they make it as simple as IKEA??? NEVER ordering from them again. It's so simple to just give me one refunds instead of 5 different ones! The staff in B&Q were fantastic and apologised for the long delay and gave us his contact details if anything goes wrong, so can't fault him. The ordering system is pants. I would not recommend them.”

Helpful Report

Posted 5 years ago

“Pity I couldn't give it 0 stars do not give this company your money unless you can walk out the store with your purchase. The delivery service is completely incompetent and the customer service is absolutely useless and will tell you anything.”

Helpful Report

Posted 5 years ago

“Bought a brand new kitchen and appliances and the washing machine caught fire - only 1 month old - called B&Q and they are not interested in the slightest in trying to help get this replaced. passed about pillar to post and still no further forward and no washing machine”

Helpful Report

Posted 5 years ago

“Please don’t buy a kitchen from B&Q you will be very sorry I’m going to wright a full review this week that will put you right off them for good mark davies”

Helpful Report

Posted 5 years ago

“Handles brought with kitchen are of poor quality the silver flacks off I have replaced some myself and have contacted b&q but they are unwilling to help as the year guarantee is out.This must be a faulty batch if no one else has been affected by this problem.would not of brought if I know how long they would last.”

Helpful Report

Posted 5 years ago

“Gloucester BQ what a awful experience being disabled makes life difficult, but the staff at this store need training in customer service, unhelpful rude,Alan was a complete unhelpful idiot who is in the wrong job .45 minutes never again will l use this store. Mike in the end after demanding to see the manager sorted the problem in minutes I would advise disabled people to go elsewhere”

Helpful Report

Posted 5 years ago

“Dreadful returns policy! My house flooded and, whilst I worked with the emergency plumber, my partner went to B&Q for switchplates to replace those that got soaked. He paid and I later refunded the money to him. One of his purchases was unused so, about 2 weeks later, I returned the unopened and undamaged pack in person to the same store, asking for a cash refund of the £5.50. I was told that it was policy that they would only refund the price onto the same card that was used for the purchase. I explained the situation but they would not budge, saying that the General Data Protection Regulations meant that they could only make the refund onto the card originally used. What rubbish! I asked to speak to the manager but was told the same thing. I was, reluctantly, forced to accept a credit note. I think this breaks the law! I am going to raise it with Trading Standards. And I shall be avoiding B&Q whenever at all possible in future. How to ruin a perfectly good business!”

Helpful Report

Posted 5 years ago

“Well where do I start had kitchen fitted by b and q in Wallsend last feb 2018 and out of 21 doors 19 have been exchanged, also new fan/ carcasses/ plinth the list goes on and on. B and q will not accept responsibility but want to blame damp and other factors. We have had our kitchen checked for damp and nothing and we just want them to change all our doors to a different design but they won’t do that. We have had doors changed from April 2018 and at the end of our our tether now. We recently found out that they do not install kitchens now I wonder why???”

Helpful Report

Posted 5 years ago

“I would strongly advise ANYONE who is thinking of putting themselves at the mercy of B and Q's "Home Delivery Service" ,to seriously consider whether or not they would want to put themselves under the terrible pressure which we are currently experiencing. What should have been a straightforward experience of buying and having delivered, a new kitchen from them, has turned into a nightmare for us. It's taken countless phone calls to get our order delivered. At the moment it still isn't complete,as we are now waiting on 2 worktops, to complete this order. Diabolical doesn't even cover it. "Home Delivery Service" ?....more like "Home Misery Service" !! Avoid at all Costs!!!”

Helpful Report

Posted 5 years ago

“Took a day off work to wait for a delivery that was supposed to be between 8.30 and 10.30. No delivery. Items not arrived at the depot ..... no idea as to when they will arrive now, or if I'll have to take another day off work ! Item I'm waiting for is flooring. Now I may need to cancel furniture delivery as floor may not be down in time. Really shoddy practice. I wouldn't mind, but the flooring is only available online so I couldn't have picked it up myself, even if I wanted to. Very disappointing way to run such a huge business.”

Helpful Report

Posted 5 years ago

“Followed around like a common criminal, I could actually see them following me and I could hear them talking about me on the radios. Disgusting”

Helpful Report

Posted 5 years ago

“Rude arrogant,very ignorant and derogatory staff! Asked whether they sold a certain item and was told "see all these pictures dotted around? Well that's all we sell!" They are not trained to a good standard and usually say they don't know if asked evenue an easy question!! Pathetic and the stores have gone well down...”

Helpful Report

Posted 5 years ago

“Just been to B&Q at glasshoughton to complain about kitchen tap with a 5 year warranty only to be told not all of the tap is covered by warranty by a jumped up jobsworth. Keep away from kitchen taps at B&Q, no guarantees exist according to bully boy behind counter”

Helpful Report

Posted 5 years ago

“Utterly disgraceful treatment. I placed an order for wood on 11/9/19, to be delivered on 13/9/19. I was served by a gentleman called Kuly, I believe. I would happily give him 5 stars. He was professional and helpful. On the 12/9/19 I received a text to say that the delivery will be between 13:30-15:30 and to contact the purchasing store if there were any issues. I called the store and said that I could make it before 13:00 or after 14:15. A lady by the name of Karen, said she would leave a note the system for the driver. Today (13/9/19), I called the store at 15:00 and I was put through to timber. The phone rang for almost 7 minutes with no answer. I called again at 15:35 and I was told I missed delivery. The driver went round at 13:40 (note, not the appointed time) and took pictures of the shutters that were down, then left. I did receive a call at 13.09 and 13:34 from a mobile number, at a time I couldn't answer. The duty manager (Elisabeth) was of no help whatsoever. She made the whole thing into a my word against that of the driver thing. In addition, she said that the driver wouldn't receive the message left on the system, because it is an external company that does the deliveries. This renders useless, the message I received asking to call the purchasing store, if there were any issues. To add insult to injury, she offered for me to come and collect, the bulk delivery. I haven't got a means of transport to collect that amount of wood. Now because of this I have a four day delay, because the next delivery won't be till 17/9/19. This treatment is way short of basic customer service.”

Helpful Report

Posted 5 years ago

“No staff on shop floor to answer simple questions about wall fittings. Girl at ‘customer service’ listened to my questions. Then told me “everything you just said went right over my head”. A credit to you B&Q! Only staff member that she thought could help wasn’t answering phone. I’d love to say I won’t be shopping here again but given that all of the independent retailers have gone out of business I’m hoping for an improved service next time.”

Helpful Report

Posted 5 years ago

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