B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

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

“Try to phone the store recorded message saying no in coming calls even put a complaint about my delivery which never showed up no messages or emails to tell me what has happened to it even asked for my money back and delivery money back no response”

Helpful Report

Posted 5 years ago

“Awful new website - queues in a virtual queue for 2 hrs - put 4 bags on compost in basket - checked and and told not in stock . Do they web developers know what they’re doing ? Clearly not . How can a new site go live without proper testing ? Never had a web experience like this . Tried to use the contact form but the submit button was greyed out . Piile of rubbish”

Helpful Report

Posted 5 years ago

“Awful customer service just awful. I have an issue with 4 boxes of tiles. 10 patterns in a box 34 tiles per box. Out of the 4 boxes I have 5 tiles of 1 design. All other tiles I have 20 or more. Impossible to add pattern into the floor design. I try twitter and they just ignore you. Then after a week they DM you ask you a question then I answer them straight away then they just ignore me again. Why bother asking me a question if your never going to reply again. I took time off work to lay my tiles and now I'm back at work so I wasted my holiday. I will be asking for compensation due to their lack of customer service. Yes we have covid 19 but when they are replying to everyone else on twitter after I have tweeted its just dam rude. Will be using wickes etc from now on.”

Helpful Report

Posted 5 years ago

“Waited to order online when finally ordered the product all accepted went to checkout to find it was not available for click and collect. B&Q has gone down hill before this lockdown but the whole waiting to shop then told not available when it accepted the order did annoy me, is a polite way of putting it. If I could have processed the order then given this information would have saved me a pointless waiting for 3 hours. I would not have minded so much if I was told this in the beginning and then waited to pay. Sort your system out.”

Helpful Report

Posted 5 years ago

“DONT BOTHER EVEN TRYING TO GET TO THEIR WEBSITE TOTAL WASTE OF TIME YOU CANNOT ORDER ONLInE i have seen stupid customer policies before but B&Q beats everyone hands down. I need to order a power tool. Several places had one no problem looking at website. B&Q do NOT want you business dont even waste time looking for their web site. I can understand queuing to get in a store but to expect someone to ques for an HOUR just to get to their web site then you only get 10 mins to get your stuff!! Are they totally bonkers? I know right now things are difficult but for goodness sake why make it even MORE difficult by such a totally misguided policy. I have never seen any so barmy in my life. Needless to say i am NOT waiting for an hour when I can order it elsewhere. I will NOT be going to b&Q in a hurry when stores do open.”

Helpful Report

Posted 5 years ago

“Sutton in ashfield branch. Order had been picked and ready for collection. Queued for 2hr. When store assistant finally arrived at my car. I came away with rollers and brushes but unfortunately no tins of paint. It's not rocket science that my order was picked the day i arrived. Absolute shambles.”

Helpful Report

Posted 5 years ago

“Click and collect is absolute chaos Meir park store... 2 hours I waited. I was told by a member of staff there was only 3 members of staff picking orders. I will not use this service again absolute shambles I feel sorry for the staff no guidance nor direction for them it's not their fault sort it out b&q or just don't open.”

Helpful Report

Posted 5 years ago

“Ordered decking paint for click and collect on Saturday had email Sunday to say it was ready. Got a call this morning from b&q to ask if I had received my email to collect and advised I would collect this morning. I have made two visits today to try and collect it is absolutely chaos no organisation whatsoever wait times over an hour . They should rename it click and wait..... come on B&q get your act together it’s not rocket science stop taking any further orders and allocate time slots for people To collect their outstanding items. Appalling”

Helpful Report

Posted 5 years ago

“Just wasted 3 hrs of my life I’ll never get back queueing for click & collect Bad organisation blind leading the blind. My order was placed over a week ago, can’t get any information on order then nobody gets back to when you finally get through on phone. Please don’t bother giving them your well earned money use wicked instead”

Helpful Report

Posted 5 years ago

“Ordered online (eventually ) received email yesterday to say it was ready to collect but to phone 15 mins before arriving . Rang , automated response saying all phones are off . Went to store , queued for an hour to be told they are out of stock . Of course they have taken my £70 . Absolutely disgraceful . If you cant cope then close .”

Helpful Report

Posted 5 years ago

“3 orders placed in 9 days , 1 for delivery which never turned up well over due, 2 for click and collect, money took and no confirmation email received over £400 hanging about in there system for weeks on end no doubt! Fobbed off by customer services on 4 occasions . Why take orders they simply can’t deliver”

Helpful Report

Posted 5 years ago

“I'm only giving 1 star as 0 is not available. I ordered some paint for my partner as he had been away last week, on the understanding i was able to pick it up the next day. Two hours later i had a message saying it was ready but gave me no indication on time to pick up well it was to late as i was at work then. Two day's later i had another message instructing me that we will ring or email you with a time slot and not to come before hand. Over a week later with no email or phone call between i have a email telling me i had collected my order. I tried to email but it would not deliver and i can't ring. If the money is not in my account over the next week Trading standards will be my next stop.”

Helpful Report

Posted 5 years ago

“online system is appalling, wouldn't let me log into my own account and wouldn't let me reset it, took money but no confirmation and when visiting the store told they have no record of the purchase, would not use again.”

Helpful Report

Posted 5 years ago

“without doubt the most useless diy website of all time. don't waste your life on there going around in circles. endless requests to reset password then back in line and another 60 minute wait. with many other companies struggling with no chance of business this one can't even take the opportunity of easy business. for goodness sake isn't there a single diy store out there that can scale up and get this business?”

Helpful Report

Posted 5 years ago

“The great deception. Carona virus numbers being faked. Real chronic life threatening health issues do not get recorded as main cause of death, but testing positive for corona virus does, 1600 a day die in uk always have. Sensationalising by the media strikes fear in to public. Question everything use critical thought and consider there is real un censored news out there, Truth health freedom. Dont trust the media, Become citizen journalist. To help you get started Dell bigtree highwire He is still on you tube. Stand for fact based evidential reasoning . Remember there are always hidden agendas, now go find them. Steven strong”

Helpful Report

Posted 5 years ago

“Please read this and then USE WICKES INSTEAD. Placed online order Sunday 5 April, next day collection. All items in stock and available at branch on Monday 6, 3 PM rang Farnborough branch to ask why no email and was told “won’t be today, will be tomorrow” Tuesday rang branch, after 35 attempts got through to switchboard, no one picked up telephone, Thursday rang head office to be told that they will ring branch and ring me back in afternoon, no call back received. Rang again Thursday to be offered refund as we are too busy! Asked employee why they are then still taking orders online to receive no response, only to be offered refund again, total lack of empathy and honesty!. Today Monday 13 April. I’ve had no contact from anyone at B&Q they have my money and I’m still waiting for my goods. Why have they continued to take orders and customers money when they have no idea when they can fulfil these orders? This should not be allowed! They have no concept of honesty or integrity, they take your payment immediately and then take ages to issue a refund all the while they are of course earning interest on your funds. This is cyclical and blatant profiteering on a grand scale at a time of national emergency and when people are Struggling financially and they’re offering a refund time of a week! This is absolutely shocking and should receive government oversight after we are all through this very tough period. Trading standards, local MP, complain to them all when you can!!.”

Helpful Report

Posted 5 years ago

“Like so many, waited for an age in the virtual queue. Items I wanted to order were noted as in stock but when I went to check out was informed none of my order was available for "Click and Collect". Same for two other B&Q stores within reasonable distance to me. So, if not available for click and collect, you are not doing delivery and your stores are closed........ Not impressed.”

Helpful Report

Posted 5 years ago

“Waited over an hour in the virtual queue. Said my items were in stock, went to pay and then said said the items were not available. Think you should just close the store and online altogether as you clearly can not cope and you are just annoying your customers.”

Helpful Report

Posted 5 years ago

“click & collect confirmed item to be picked up. a week later still no product. ordered from Wickes & got the items next day”

Helpful Report

Posted 5 years ago

“Poor quality building materials. When reporting issues no return. The hand tools the same. Broken Bosch drill returned to customer service in warranty period. They asked me to call Bosch in Germany. They are selling industrial waste. From 5 pallets of block one pallet was broken to small pieces. The quality for the rest of them was rubbish too. It is only suitable for landfill. Useless.”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,618 reviews