B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

2.2 Rating 2,665 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,665 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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

“Went to the Kirkcaldy store and tried to purchase a polystyrene insulation board (£8.40p), which was advertised on the B&Q website. Was informed that they did not have it in stock. I therefore asked if they could order the item for me and have it delivered to Kirkcaldy - where I would collect. Was then informed that I would have to pay £30 for it to be delivered to their Kirkcaldy store. Yes, £30 to their own store. End of story! I'll buy it somewhere else - probably from a Local Trade Centre, where I'll probably get it cheaper. So much for B&Q customer satisfaction. It's sad to see this firm gradually depart from their own original customer-based values. The staff are so good and helpful - yet the upper management are dragging the company down. C'est la vie.”

Helpful Report

Posted 6 years ago

“Had a kitchen order delivered with damaged corner post phoned told they had a replacement and a manager would be in touch to arrange getting it to me but they refunded £6.40 anyway.Heatd nothing so emailed heard nothing for several days then email we have refunded matter closed, can't buy a replacement on line or in store so now new kitchen with very visible corner lpost thanks B&Q.No wonder customers are deserting you and profits continue to plummet!!!!”

Helpful Report

Posted 6 years ago

“Called to make a complaint, promised call back from back office team. The call never happened and I have had to subsequently chase and make calls for 5 days before even speaking to someone in this team. STILL NO RESOLUTION. VERY VERY UPSET WITH THE SERVICE AND BEING CONSISTENTLY LIED TO BY CUSTOMER SERVICE STAFF. THIS CASE HAS NOT BEEN INVESTIGATED THOROUGHLY AND REQUIRES IMMEDIATE ACTION. It took over an hour to purchase the kitchen after already spending 90 minutes the previous day designing it. Delivery drivers were rude, arrived 2 hours before the should have meaning I had to take more time away from work. I have cctv video of them making disgusting remarks about our pet. Items were missing from the delivery and scheduled for delivery on a day when we are unavailable to sign for. Call centre staff have given poor/false advice. Have never returned a call as promised. Inturupting, poor attitude, unhelpful call centre staff. We were told items missing from our order were not available in the UK only to discover these items were in stock in volume in store. Still no resolution after days and days of trying. Very poor service, I will be contacting head office.”

Helpful Report

Posted 6 years ago

“Do not buy xmas trees from B&Q, £40 for 5ft 8" pile of twigs, tried to return, called me a liar, %#@% them, never going to B&Q for anything ever again. Scammers”

Helpful Report

Posted 6 years ago

“Pigs ear from start to finish. Planner got our measurements wrong, had to compromise on 2 units, didn’t leave enough room for end panels, have been back to store 16 times in a 4 weeks as cabinet doors wrong and new ones ordered but wrong sizes sent 6 times! Washer came with no tenplate so can’t put door on, tap on sink fell to bits so did the plug. Dream kitchen turned into a nightmare. Staff very unhelpful nobody takes responsibility for all mistakes. Would never go here again!”

Helpful Report

Posted 6 years ago

“Speaking to customer services when they've messed up is akin to a masterclass in gas lighting. I've never been so shocked and appalled. They still owe me £86 in goods not received but after a total of 3 hours on the phone I had to walk away for the sake of my mental health.”

Helpful Report

Posted 6 years ago

“0%customer service not please at all”

Helpful Report

Posted 6 years ago

“Really poor service, staff are totally unhelpful and rude. Very disappointing. More specifically, the cashier at the paint shop was incredibly rude, does not even acknowledge customers - shocking attitude. I will not be back and will be sharing with neighborly groups on social media. No one should have to have this sort of experience.”

Helpful Report

Posted 6 years ago

“I needed to have some wood cut, and I called ahead prior to heading to go to the store, to ask if the saw was working, and I was told it was. However on arrival, I was told it had been broken for a day or two, I know you don't need to provide wood cutting, but at least tell customers the correct information, when asked. The staff at the trade counter were also just very rude and unhelpful. The store was in Romford, Roneo Corner.”

Helpful Report

Posted 6 years ago

“Ive been told because I hung 4 damaged doors I am not entitled to any refund . I had no option other than to hang them , joiner booked , decorating to do , date for carpet to be fitted . Bought 4 doors all 4 damaged . Useless 0/10”

Helpful Report

Posted 6 years ago

“Both in store and over the phone staff couldnt give a hoot in trying to get an item sent to the store or get info on when it will be in stock. Half arsed insinceer apology from customer services on the phone with no resolution.”

Helpful Report

Posted 6 years ago

“Had 4 internal hard oak veneer doors delivered all 4 damaged . How do you get 120 LG’s of door back to the shop ?? Sent an email last week complaining but no reply . Shame I have to give a * it should be none”

Helpful Report

Posted 6 years ago

“4 visits to store 3 orders online and finally I get the 2 rolls of wallpaper I wanted. Wrong colour wallpaper sent 3 times and even a click and collect sorted out by customer service online and still got it wrong! Had to walk to get it myself!!! Absolutey disgraceful from start to finish!”

Helpful Report

Posted 6 years ago

“I am trying to get information on when my delivery will arrive even though the call centre number is on the email they asked me to call my local store who gave me another number after leaving messages haven’t heard anything back 4 weeks since I ordered still no delivery worst service I have come across.”

Helpful Report

Posted 6 years ago

“No one wanted to help. Made excuses and passed on to three people . No specialist knowledge. No one gave a dam there customer service was the worst I’ve ever experienced. They can’t survive in business much longer with this level of rudeness, lack of knowledge.”

Helpful Report

Posted 6 years ago

“Ordered online as store stock said 18 in stock and after 2 visits nothing so ordered online 3 times B&Q sent wrong colour wallpaper every time never again appalling!”

Helpful Report

Posted 6 years ago

“Had to trek to castleford to order our kitchen units because man at wakefield could not be bothered. He said if we ordered it online ourselves we would get free delivery which we got anyway due to the amount we spent.he just could not be bothered unlike the lovely helpful man at Castleford.the man at Wakefield was a scruffy and smelly idle loaf !! But the man at Castleford was clean tidy and smelled of deodorant also he was extremely helpful”

Helpful Report

Posted 6 years ago

“Castlepoint... the worst customer service ever!!! Nobody to help... even if you ask... the “ team” talking between each other... if you ask any questions or ask for help they just firstly surprise “ how you even dare to interrupt “ then is just hands in the pocket and verbal directions!!! So many staff... just walking, talking and avoiding eye contact... just in case you will ask for any help or advice. Last time one of staff member said “ I don’t know im just till person no training provides “ shame.”

Helpful Report

Posted 6 years ago

“Diabolical customer service both at head office, online and in store. Wanted to buy product in sale, checked was in stock at my store and told yes. Drove all way there to be told could not find it!!! tried to order online and told system down! asked if could pay over phone and told no. Told to go to another store even though 20 miles further. Asked for item to be transferred. Told no. rang customer services who told me to ring store and if had in stock, reserve it and collect later in week and pay upfront to enable me to get it in the sale before ends next day, and as not my fault systems are malfunctioning. Rang store, told in stock but no way they would reserve it, and would not accept payment over phone. Told if I wanted it bad enough at sale price to get in my car and make the effort to drive 23 miles to get it! Awful, rude and ignorant. have emailed customer services for three days and had NO REPLIES AT ALL> Terrible company and does not deserve custom.”

Helpful Report

Posted 6 years ago

“Update to my earlier review:- Finished tiling my floors ( and very nice they look too). Ive ended up with 6.1/2 boxes left over, so I wanted to return 6 boxes for a refund, thought I would check first just to make sure before I loaded up the car (6 boxes = heavy load). Yes I could take them to Christchurch for a full refund, so off I went. Unloaded tiles from car boot to trolley and trundled into the store. OOps! unable to offer refund 'due to Castlepoint not closing down the order' best to take them there, they said. Re loaded the boot and off to Castlepoint now, fuming and spitting obscenities all the way. Arrived there and thought I would leave the tiles in my boot and just go in to make sure, they couldn't do a refund either!. Can you imagine the atmosphere in there by now? anyway after a friendly discussion between ourselves they decided to bypass the system, issue a refund then get their system sorted out and transfer the re fund after. This is an absolutely mindboggling way to run a company in this day and age. At least B& Q are now history and I can recover at my leisure.”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,665 reviews