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 will not be buying from b&q again. The cs I received was shocking. They do not reserve stock for you. Ordered tiles 3 months before and they were never reserved for me. They did not even call me. I had to do the chasing as my delivery did not turn up. Did not reserve shower tray or backing board but happy to take my money. Their customer service is not great. Do not accept gift cards because they will not give you compensation. I would recommend using another supplier and wish I did. They do not look after their customers.”

Helpful Report

Posted 6 years ago

“Had two baths that I collected -both damaged. Returned and installed. Also bath mixer bought leaking cold water valve, no fixing nuts for mixer to bath. This out of a Cooke &Lewis boxed Mixer. Bunch of idiots at b&q. Staff and assistance at b&q. Staff are always walking away from you. Stock levels no where as good as they were 18 months to 2 years ago. Used to be a go to store. SUCKS. And escalators don't work most of the time.”

Helpful Report

Posted 6 years ago

“Cook and Lewis induction hob. Don't go anywhere near them. They offered to fix mine. But it was that bad I said no. I lost money but it was better than having that 4+&£ in my kitchen”

Helpful Report

Posted 6 years ago

“GOT A QUOTE FOR KITCHEN CABINETS. THE PRICE QUOTED AND PRINTED OUT BY SALES LADY WAS GOOD SO ORDERED. WHEN I CAME TO PAY THE COST WAS 20% MORE. I WAS TOLD AND SHOWN IN VERY SMALL PRINT THAT THE QUOTE DID NOT INCLUDE VAT. EXTREMELY UPSET BY THE DECEIT.”

Helpful Report

Posted 6 years ago

“I ordered six fence panels to be delivered Saturday. I received a text on Friday to inform me the delivery time slot will be 12-2pm. Waited and waited no phone call no text to inform me the delivery was going to be late. I rang customer services no help from them. Just got fobbed off with pathetic excuses stating the delivery driver was stuck in traffic. A full day wasted waiting for a delivery which didn't happen! Fuming! I then contacted customer service this morning still no delivery. I was told they would speak to bulk delivery. He would then phone me with a update. Guess what no phone call. I had to phone them again. Finally got an answer why I hadn't received my fence panels. Their excuse was the delivery vehicle couldn't get access to my address due to the vehicle being to big. Absolute joke. It would of been nice for the delivery driver to inform me or customer services to inform me. Shabby service B&Q. We can rearrange a delivery with a smaller vehicle I was told. I demanded a refund. Still got to wait up to seven days for that to be deposited back into my account. How can you provide such a poor service? Just remember B&Q you have a lot of competitor's out there. Who are cheaper and can provide a much better service.”

Helpful Report

Posted 6 years ago

“Today i visited b&q on edge lane Liverpool with my mum. i could not believe what I witnessed. The store manager i think his name was Paul was shouting at a member of staff which i thought was so unprofessional. If he had occasion to reprimand a member of staff he should have done it privately.in my opinion You are failing as a boss when you humiliate employees in front of customers . I don't think I will shop there again as the atmosphere was not a good one, shame on you. Mrs pauline Kerr”

Helpful Report

Posted 6 years ago

“We orderd a kitchen from you it was cancelled without our knowledge as something was not in stock we only knew when it did not turn up we then orderd tiles to be delivered I had to take an extra day off work so lost a days pay we had organised for a tiller to come our order never turned up we had no phone call to say it was not coming the excuse we got was feeble and was told it would now be delivered Saturday instead of Thursday I lost a full days pay and we still had to pay a tiller for his time which we will now have to pay again when they turn up abserlitely disgracefull.”

Helpful Report

Posted 6 years ago

“Possibly the worse delivery I’ve had in 15 years. Nobody knows where the goods are. B&Q customer service answer is ‘I do apologise’ but don’t do anything. If I want to cancel they can’t let me collect from th local store they need to wait to find out where the goods are before they can refund. This is like delivery in the 1990s. Don’t let them deliver.”

Helpful Report

Posted 6 years ago

“Bought a toilet seat, went to fit it, parked the van, pay meter and C charge، took the lift to the 4th floor, opened the box which was not well packed, find hinged not as new as meant to be, nuts missing, hinges loose,toilet seat chipped, seem some one returned it and B&Q re packed it, went back to return it, told by manager this is none returnable, I said it is faulty, I don't want a refund I want to exchange it, ruuuudly she refused, I was very upset and still, B&Q is not a shop to go to anymore, they waste my time, they upset me and the service at the returns is very sickening”

Helpful Report

Posted 6 years ago

“Paid for goods to be delivered 2 weeks in advance - no delivery received until 3 days after scheduled delivery date because they had ‘run out’ of goods. Appalling customer service. The £30 delivery charge refunded. Buy somewhere else.”

Helpful Report

Posted 6 years ago

“Ordered a big bunch of products in one of their stores. Initially told would be delivered next day by store. At the till told they don’t have availability so Central warehouse will deliver by Friday that week. Thursday called to confirm, told won’t be delivered to following Friday. Following Thursday called to confirm, told it’s delayed again. Unreliable company, had to reschedule contractors due to them.”

Helpful Report

Posted 6 years ago

“Costumer service just disaster - refunds and returns. Laura on the phone was just trying to find a way how not to help me. Even though her colleagues on Monday had no problem to help me with the same issue. Everything depends on the people. They are always the ways to help if someone wants. But she is not there to help, I am afraid.”

Helpful Report

Posted 6 years ago

“Not up to much these days, identical products can be obtained elsewhere at greatly reduced prices (I know, Ive done just that). My local builders merchant beat B&Q's quote for kitchen worktops by 50%.”

Helpful Report

Posted 6 years ago

“They are not as good as they used to be, prices have crept up & they have now stopped the diamond over 60's discount. I recently obtained quotes for kitchen worktops and sink unit - my local builders merchant not only came in at half the price B&Q quoted but were far, far quicker delivering too.”

Helpful Report

Posted 6 years ago

“Ordered some floor and by accident selected to wrong colour so phoned up immediately to ask them to change to the correct colour. Was told I would have to wait for the delivery to arrive then refuse it then phone up and get a refund wait upto 7 days for it to be refunded then start the process again!! Now am I being stupid or this this just a complete waste of time, money and effort for something that could be solved by one email or phone call. People go on about global warming and cutting costs, staff not getting paid enough etc and your going to waist all that time and cost and extra burnt fuel for something that I dont want to do it all again just for a change of colour!! This is pathetic and I think someone with a brain needs to amend your system to have an option to change until it has actually been dispatched.”

Helpful Report

Posted 6 years ago

“Avoid B&Q Kitchens!!! B&Q Kitchens are the worst company that I have ever had the misfortune to come across! My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family friendly & trustworthy company to purchase & install their new kitchen. How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE! A VERY brief summary of the issues are - 1. Being messed around for 3 months about an installation start date 2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times) 3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc) 4. Incorrect finish wrong worktops being installed & then replaced 5. Unacceptable amount of snagging items that did not get addressed 6. None existent aftercare Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened We then issued a complaint to the Furniture Ombudsman in 2018. Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement). Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right! Avoid B&Q like the plague!!!”

Helpful Report

Posted 6 years ago

“I am trying to contact the customer service because I am seeking information for an item purchased recently and hasn't been delivered. The customer service number is impossible to reach. I had to send an email to ask a call back. Still haven't got an answer for a paid product.”

Helpful Report

Posted 6 years ago

“No Apple Pay!!!!!! I’m 48 and my son thinks I’m old fashioned... check out at b and q ☹️”

Helpful Report

Posted 6 years ago

“The fencing that we bought and had delivered was very poorly made which cost us £140 the fencing was full of what looked like green mould which we couldn’t remove the staples we’re coming out on some parts of the fencing and in some places they weren’t even attached properly we’re very disappointed”

Helpful Report

Posted 6 years ago

“Booked a kitchen design at the Chesterfield Store, spent three hours sat designing the kitchen. Didn't order straight away, returned a few weeks later to make some changes with my partner, minor changes, but we sat there for three hours again. There was a problem with their systems and the kitchens had to be 'manually ordered' advised to go have a look around the store whilst they did this. Came back, the fridge freezer was out of stock, the cooker hood was out of stock, the dishwasher was out of stock and the work tops were out of stock. Not to worry we sat for another 45 minutes trying to rearrange the kitchen. We decided to get the worktops and dishwasher else where, but we checked the sizes of what we would need before leaving the store as we had purchased integrated doors. Leaving the store realised she had not ordered the correct coloured cupboards so had to go back and get this changed. On installing the kitchen we found cladding we had never ordered but had been charged for. We couldn't find any drawer fronts either so we gave them a ring to make sure it wasn't us being a bit thick. They said they would ring me back last week, still waiting for the phone call back. We found them in an unmarked box and made use of the extra cladding, but thanks for giving us a call back. This evening my partner found the dishwasher door is too big for the dishwasher so we gave them a ring to ask about the sizing, to be told they don't do a smaller integrated door in this range, but it should still fit. Tried explaining to the lady although the dishwasher is free standing it still needs screwing to the cupboards, she stated she had never had this problem before it should still fit and there's nothing she can do. Politely thanked her for her time and my partner found a solution, but still not the point. Washing machine door next, they sent a fridge freezer door for this, sizing accurate but hinges don't match up and with the ones on the washing machine, too much length at the top which would exceed our work tops leaving a gap at the bottom. My partner and i shall be visiting tomorrow morning to get this resolved as one side of our kitchen does not fit. They don't answer or return phone calls and being told 'it should fit' isn't really after care we were expecting. I have no kitchen and ready to give birth any day now, it is stress not needed.”

Helpful Report

Posted 6 years ago

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