B&Q Reviews

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

2.2 Rating 2,591 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,591 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Been a customer of this company for years queens drive Nottingham Went yesterday to pick up 2 items as it was pensioner discount day (I thought) 1 item out of stock due to reorganisation and one only available on line approx value £80 Bought cheap highly discounted paint for £8 only Was told at checkout that Wednesday discount day now not available only for garden?.. No reason to spend my money there now will go to other stores Out of stock on popular products and sizes has been a problem for years Bye bye b&q not my first choice now”

Helpful Report

Posted 6 years ago

“Went to b&q at Durham on Wednesday could not get all the wood need so had to go to Stockton.Went on a Wednesday hoping to get the discount when paying was told from September last year only discount now was on gardening ,pensioners do other things beside gardening disappointed if I had known would have gone somewhere else in Durham.The 2 stars given are for the 2 young men on the cutting machine who were very nice”

Helpful Report

Posted 6 years ago

“Went to Stevenage store after 3 months of aggro trying to get a refund for rubbish bi fold doors,was met by a woman who,quite frankly needs lessons in customer service.She acted like she couldnt be bothered? I asked to see the building manager and was told hes at lunch and thats it, so asked I asked to see the store manager and she reluctantly called him.After ten mins still waiting so I asked her to find out whats happening. No help at all. Be a long time before I buy from there again,would rather travel to Biggleswade and shop in Homebase.”

Helpful Report

Posted 6 years ago

“Do the words ‘customer service’ exist in this company? In Belfast I asked for help with a Xmas tree, a grunt was received from one staff member, not sure what she actually said. God forbid everyone eye contact should be met ! After 10 mins and another enquiry a nice gentleman came to help B & Q, get your act together and train your staff properly or else get new staff!!!”

Helpful Report

Posted 6 years ago

“Called in today to get 3x sheets of 9mm ply only to be told they had sold a full pallet load that morning and they had none left (which I find very hard to believe at 11:30), I was then advised to go to Selco, staff couldn't even be bothered to check if another store had it, so I've now signed up to Selco and they were more than helpful, think I'll be going there from now on (thanks for the tip)”

Helpful Report

Posted 6 years ago

“I ordered flooring online for delivery on a specific day. It did not appear on the day. I rang and was told it would be delivered next day. I did not arrive. So the next day I rang to cancel the order and was finally told the truth - the flooring was going to the sub- contractor today and would be a further 3-5 days before I got it. Just try being realistic and truthful. I won't be ordering online again.”

Helpful Report

Posted 6 years ago

“went to buy a replacement shower head and pipe. Being a "mere woman" lol, I took the old ones with me to compare. I wasn't sure if they came in different width sizes etc so not sure if all would fit. I was looking for a member of staff to help, there was just one lady leaning against a display near the tills and I asked her for some help. she looked a bit disgruntled to be approached to be honest. I asked if the shower pipe comes in different sizes .." haven't a clue" was her answer, and pointed me to the aisle with the shower fittings. I told her that I had already looked and I needed some help. She then got on the telephone at the till and she spoke to someone and again she asked me what it was that I wanted to replace,,,i told her the hose and shower head were broken and I wanted to replace it ( held the broken one for her to see) and that I needed some help; I didn't know if they came separate or not and didn't know if they had different sizes? She said she would get someone to see me, I waited quite a while before another assistant came over and took me to the fittings and explained that they are all one size , just a difference in length..to be fair the second assistant was very useful, shame about the first lady...NOT GOOD Customer Services”

Helpful Report

Posted 6 years ago

“I bought 2 tins of B&Q own brand 'one coat paint' it said the colour was 'Oxygen' the colour in the tin did NOT match the label so I ended up with a Baby Blue living room door that I've had to rub down and repaint.”

Helpful Report

Posted 6 years ago

“Visited Barnstaple store to collect items ordered on Click and Collect. Guy at the collection point could not find my order and enlisted the help of another who suggested maybe my ordered items were not in stock and that they had to be ordered into store. After pointing out that I had checked stock on line and that I had a confirmation email telling me my items were ready for collection the two guys then went off in search of my products. Obviously could not find them as they enlisted the help of a lovely lady named Jan. She checked the computer and found them so off the two guys went in search. Meantime she checked the holding area again only to discover they were in the same holding tray that first guy had looked in. Was bit like a Carry on Film.”

Helpful Report

Posted 6 years ago

“Waited 15 min after several calls on the tannoy for a member of staff to cut some wood for me, a member from the paint department finally turned up with an expression of annoyance, maybe there were short staffed,but no apology ,felt like i should not have been there,not a nice experience,I need more wood but think I might just go elsewhere,you would think they would welcome your custom in today’s competitive market.”

Helpful Report

Posted 6 years ago

“Used the internet to make sure product was in stock. YES. Went to collect said item - NO it was not in stock. Member of staff said "Don't trust what it says on the internet, usually wrong" My advice - make a quick 'phone call to check and B & Q get a more efficient way of determining how much stock you have. Never mind I had an 1 hour to spare!”

Helpful Report

Posted 7 years ago

“Again product not marked up with bare code so arriving at the till with other customers waiting in line behind me I had to leave the Items behind. In addition not enough staff around to check on the correct price etc. Sloppy sore and section management as this is not the first episode .”

Helpful Report

Posted 7 years ago

“Most of my kitchen I ordered arrived except for 4 items. 3 of which were meant to be deliver a week after the majority of the items. In between these two delivery dates my file was corrupted on there system and customer service said I had to prove I had paid for the missing items. They also tried to imply that I had somehow done something to my file. At this point I went asked for her Manager to phone back. I am still waiting 3 weeks on! So I took all the paper work to the store that took my money to prove I had paid. This I did and they took copies. When I asked when the missing items would be delivered they said that 3 could be delivered within the week but one would not be available for 2 months. As it was something I could get from any electrical supplier I said I didn't want it and wanted a refund. I got a refund but for less than I paid for it. The whole customer service experience was non existent. And I am just about to let my credit card people know that I have been underpaid for the item they couldn't supply in time for my kitchen to be finished. Would not recommend.”

Helpful Report

Posted 7 years ago

“Titchfield Fareham Store is a NIGHTMARE. Only 2 tills open with people working them. Long queues. Went to self check out. OMG TERRIBLE. Then man comes over to release the till with a large bunch of keys trying to fiddle with the little button to release the till. Happens 4 times over. So gave up walked out. Why can't you have a employee with a card like Tesco or Sainsburys to do the same process. By the way, very rarely have this problem in either Tescos or Sainsburys.”

Helpful Report

Posted 7 years ago

“double delivery/ false deliveries- pieces missing took weeks to resolve. Over run an contract all for a substantial expensive Kitchen. frankly staff clearly don't care! They have a fixed compensation scheme so Obviously I'm not alone Never again!!!!”

Helpful Report

Posted 7 years ago

“Chose to choose click and collect to speed up my visit only to find the que for click and collect longer than the tills. As returns were located at same place. Terrible idea!”

Helpful Report

Posted 7 years ago

“My 80 years old mother lives with me and due to her reduced mobility I am needing to alter my bathroom to fit her needs. I purchased a new bathroom with shower enclosure to replace the bath in January 2018, and was delighted with the care and attention that I received from the Bathroom Adviser at B&Q. He convinced me to use the B&Q Homefit service to install the bathroom and assured me that their installation was first class. Following a survey of the bathroom I received notification that my bathroom would be fitted on 03/04/2018, and as agreed I removed the tiles on the bathroom walls. All seemed fine until suddenly on 23/03/18 I was contacted by B&Q Homefit to say that their fitters had walked out on them and they coulld now not fit the bathroom until JUly 2018. I contacted the B&Q store where I purchased the bathroom and installation service as I can not wait till then to have this bathroom fitted due to my mothers rapidly reducing mobility, and was told that it was not their problem and I would have to fight it out with the installation service. I have paid a deposit of £630 on this already and am due to start paying for this non existant bathroom in April 2018, and am not getting any cooperation from B&Q to stop the payments being taken by the Credit Company. I am appalled at the lack of customer service I have received and have been told that I should find my own installers. The whole reason I went with thir installers was so that B&Q were responsible for any problems that may arise with the bathroom products or installation. If I find my own installers then B&Q will only wash their hands of this, as they have already.”

Helpful Report

Posted 7 years ago

“I found the staff on the customer service desk quite nice when I visited this week . However I was there about two weeks ago and I found the staff on the floor very unhelpful . They didn't appear to be very happy in their job .”

Helpful Report

Posted 7 years ago

“On visiting the Fleatsbridge Poole B&Q today 17/03/18. To pick up a Log storage shed we’d seen previously on a visit. We could not find the pack in the Gardening section, so we went to see the two people on the Help and Advice desk to ask. The lady we asked didn’t seem interested or very helpful. And said the shed was only available online. Didn’t look it up, or offer to book one for us. Just said oh you can order it yourself. We thought strange and on looking in 5he garden section found about 20 stacked up. Poor show.”

Helpful Report

Posted 7 years ago

“i brought a gainsborough e50 shower exclusive to b and q (which is bull to start with as you can buy it anywhere) after paying plumber and electrician to fit it ,, its the worst thing i have ever brought ,when in cold weather you need it hotter it will only come out luke warm and or the overheat pressure lights come on and the chucks out cold water ,i paid the plumber to come back as the book talks about low pressure ,he has adjusted the pressures and makes no difference ,and further in the book it states in cold weather your shower maybe just warm ,,more like bloody freezing ,,its in cold weather you want it warmer and the worst thing i brought it a while back and dont have the reciept which is not there fault but i have shelled out about 300 to have it fitted and for them to come back to adjust it and now i will have to pay again to have it removed and a different one fitted and refuse to have this model so it will be have to all be changed to around to have something else fitted and pay again i reckon with a different shower and new fitting i will be into £1000”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,591 reviews