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

“I went to B&Q at Cortonwood Barnsley this evening. I asked for help and told the lady Sarah I wanted WHITE paint for interior walls that I could wipe clean. She was more than helpful and advised me on the Dulux Endurance range, also telling me that they had an offer on 2.5L where they were 2 for £32. This seemed just what I wanted so purchased 4 tins along with other items. After paying I thought it seemed to cost more than I thought it should. So I went back into the store to customer service to be informed that it was because "it was WHITE paint" and that White is apparently "not" a colour but a shade, and that technically "black" although B&Q class this as a colour is actually a shade. Frankly I don't care about the black paint, I didn't want black paint I wanted white paint. And all I was advised was Sarah got it wrong, and I even pointed out their POS stated "ALL DULUX ONCE, KITCHEN, BATHROOM & ENDURANCE COLOURED EMULSION, 2.5L 2 FOR £32, and that nowhere does it say excluding "white paint". Then I was offered to bring it back for a refund. By this point my husband had already put all the shopping in the car along with our 4 year old daughter, so I decided to call Head Office and speak to a reasonable person. Alas this was also not to be, the person Alistair spoke to his Manager to also inform me that 'White" is not a colour and they could not log this as a complaint. So despite asking for help, specifically asking for white paint, being advised based on my needs, the Brilliant White Dulux Endurance 2.5L which was on offer was what I needed by Sarah, B&Q at Cortonwood refuse to rectify their mistake so instead of paying the expected £64 I ended up paying £99.76, a total of £35.76 more than I was advised. Tomorrow I will be returning everything I purchased today a total of £156.01 and will not be purchasing anything from this store again. I am a Manager in retail and had one of my staff made this mistake I would have honoured the price but B&Q's answer is to lug all the paint back into store to refund then spend my time all over again looking for a suitable alternative. Terrible customer service.”

Helpful Report

Posted 9 years ago

“I went to B&Q at Cortonwood Barnsley this evening. I asked for help and told the lady Sarah I wanted WHITE paint for interior walls that I could wipe clean. She was more than helpful and advised me on the Dulux Endurance range, also telling me that they had an offer on 2.5L where they were 2 for £32. This seemed just what I wanted so purchased 4 tins along with other items. After paying I thought it seemed to cost more than I thought it should. So I went back into the store to customer service to be informed that it was because "it was WHITE paint" and that White is apparently "not" a colour but a shade, and that technically "black" although B&Q class this as a colour is actually a shade. Frankly I don't care about the black paint, I didn't want black paint I wanted white paint. And all I was advised was Sarah got it wrong, and I even pointed out their POS stated "ALL DULUX ONCE, KITCHEN, BATHROOM & ENDURANCE COLOURED EMULSION, 2.5L 2 FOR £32, and that nowhere does it say excluding "white paint". Then I was offered to bring it back for a refund. By this point my husband had already put all the shopping in the car along with our 4 year old daughter, so I decided to call Head Office and speak to a reasonable person. Alas this was also not to be, the person Alistair spoke to his Manager to also inform me that 'White" is not a colour and they could not log this as a complaint. So despite asking for help, specifically asking for white paint, being advised based on my needs, the Brilliant White Dulux Endurance 2.5L which was on offer was what I needed by Sarah, B&Q at Cortonwood refuse to rectify their mistake so instead of paying the expected £64 I ended up paying £99.76, a total of £35.76 more than I was advised. Tomorrow I will be returning everything I purchased today a total of £156.01 and will not be purchasing anything from this store again. I am a Manager in retail and had one of my staff made this mistake I would have honoured the price but B&Q's answer is to lug all the paint back into store to refund then spend my time all over again looking for a suitable alternative. Terrible customer service.”

Helpful Report

Posted 9 years ago

“Terrible customer service my 7 year old daughter could do better. Ordered laminate flooring 4/8 were damage since had 5 reattemted replacement delivary in which were also all damaged, now have to go out my way to collect my flooring as B&Q are incapable of making a simple delivary. I'm not a happy customers customers”

Helpful Report

Posted 9 years ago

“Bought a sander and chisels on line on Aug 31st for next day home delivery (2nd Sept as 1st was Bank Holiday) Nothing had arrived by Friday 5th so I called Customer services. Order had been lost, reorder, deliver Monday. Nothing arrived. Called Monday, order had been lost, deliver Wednesday. Called Wednesday (9th), order had been lost, reordered, customer rep would call between 7 and 8pm to confirm delivery today. No phone call so I called them. Customer Services closed. Went to CEO finder and emailed Michael Loeve Chief Exec of Kingfisher and had a call today from their High Level Complaints Dept who said the items I required were out of stock so effectively I have been lied to for the last 10 days. I have had my money refunded and a £75.00 gift voucher sent but this means setting foot in a B and Q again. It will however be the last time I ever do!”

Helpful Report

Posted 9 years ago

“Nothing but problems from start to finish never use b&q they always try to avoid talking to you threw anything”

Helpful Report

Posted 9 years ago

“Bought 2 pots of paint and waited over 2 weeks for them to arrive. Emailed them to ask when it was coming and got a generic email saying it would be quicker to phone... Another week later logged into my account to complain again and saw they'd cancelled my order. Emailed again and got a very poor email saying that they had emailed me to say it was cancelled - I hadn't received anything. These guys could definitely do with a bit of training regarding digital customer service. I wouldn't buy online again and I'd rather not buy in the shop after this.”

Helpful Report

Posted 9 years ago

“After spending 4 months designing our new kitchen extension on the B&Q Spaces website and visiting the store to confirm availability and timings, we were ready to place the order for our brand new kitchen. We opted for the Appleby curved high gloss white collection to compliment our chosen grey/white colour scheme. To be honest, from the start of the process where their Spaces site was showing a completely different price than what B&Q were trying to charge us, with a £1,700 difference, due to discontinued base units that B&Q had failed to inform us of and indeed their system still allowed us to select and place into the design, to having to chase for all items that were not delivered in the agreed delivery slots and having grey screw covers supplied for a white kitchen, our experience with B&Q and this big purchase was disappointing from start to finish. They even tried to add on additional cabinets that we didn’t want but charge us for!! Trying to get anyone from their New Malden store to call back was difficult and quite stressful at times, when working to a deadline with our builders. The last straw came when the contractor who measured and fitted their worktops gave us a refund notice to the value of £180 and when I called B&Q to claim it they confirmed the actual cost of the deposit we paid was £80.21. It is worth a mention, that despite calling three times to request this, we never received any receipts or paperwork for our kitchen payment and so, I had nothing to check how much we had paid for the worktop deposit. On discussing this with the New Malden store, they said that their contractor should stop giving out refund notices that clearly mention the total refund due that is incorrect, but yet this is clearly still happening. Our builders fitted the kitchen and whilst it does look lovely, it was not without a lot of stress, constant phone calls to the B&Q store and almost pestering to receive all missed elements in a timely fashion so as to avoid putting the builders back. The frustrating thing is that B&Q always new when something from our order had not been delivered, they just waited for you to call and chase it, and then having to wait sometimes weeks for the missing elements to be delivered. However, when pushed, amazingly they can deliver within a few days on every occasion…… BUY a B&Q kitchen with CAUTION and dealing with B&Q should come with a public health warning. AVOID at all costs………. Disgruntled from London”

Helpful Report

Posted 9 years ago

“FOR MY ITEM SO HE CALLED CUSTOMER SERVICES AND TOLD ME TO.WAIT BY THE SIDE . I WAITED 30 LONG MINUTES. HE CALLED THEM 10 TIMES NO ONE CAME. IN THE END I GAVE UP AND WENT HOME. I TOLD HIM I WAS NOT PLEASED THAT I HAD TO WAIT THAT LONG AND HE SAID PROBABLY COZ OF MY SKIN COLOUR THEY CAN SEE ME ON CAMERA SO THEY WONT COME.HOW RACIST IS THAT. SHOCKING TO THE HIGHEST DEGREE. AND IF U THINK I AM LYING B N Q MANAGEMENT CHECK YOUR CAMERAS BETWEEN 2 AND 3PM ON THURSDAY 27 August 2015. YOU WILL SEE ME PATIENTLY WAITING FOR A GOOD 30 MINUTES AFTER WHICH I ASK ANOTHER MEMBER OF STAFF TO HELP ME. SHE DIRECTS ME TO RETURNS AND THE GUY CANT HELP ME.HE RUDELY SAYS IT'S NOT HIS PROBlem HE ONLY DEALS WITH RETURNS AND I JUST HAVE TO WAIT. SO I GO BACK TO FIRST GUY RACIST ONE AND HAVE A FEW WORDS WITH HIM BEFORE LEAVING THE STORE AFTER ABOUT 45 MINUTES. SO I HAD A VERY BAD DAY. DON WASTE YO PRECIOUS TIME. SHOULD HAVE GOT ALL I NEED FROM IKEA IN THE FIRST PLACE. AVOID AT ALL COSTS. NO CUSTOMER SERVICES PLUS RACIST. I LEFT WITH NOTHING IN THE END AFTER 45 MINUTES.”

Helpful Report

Posted 9 years ago

“This is the second time I have had really poor service from B&Q rosy time didn't deliver all ballast and patio slabs with no explanation and no reason why no sorry and no second delivery date. This time ordered timber and osb board delivered all the timber but only 10 of the 28 boards delivered again driver said nothing other than your short on osb boards but not a word when there coming so phoned the store at Romford to chase up the next morning and got nowhere they said will phone back and didn't phone back so chased again still nothing and went down to the sore only for them to say sorry the becton depot was shut . This has cost me time and money as have had labor on site waiting waiting on both occasions with no for of compensation for my loses. For a company of this size it acts as a DIY store and not a professional builders merchant it's a joke DO NOT ORDER from B&Q go to a local merchant”

Helpful Report

Posted 9 years ago

“VERY much doubt i will get a response from b&q as been waiting since friday for them to sort an order for me despite 3 emails and one fone call where the rude guy on the other end told me he would ring me back STILL WAITING. appalling, GIVING THEM TILL TODAY TO SORT IT THE IM GUNNA GET FULL REFUND AND GO TO wickes, b&q management GET IT SORTED!!!”

Helpful Report

Posted 9 years ago

“Went for a kitchen at Swansea morfa, spoke with a very friendly, designer Chris , designed a lovely kitchen was excited to see it on the screen looked 10 times better than everywhere else I tried. Called back a few days ago to buy , to be informed he had been sacked from B&Q, lost all faith in the company and a total waste of time. Be caerfull B&Q are closing 60 stores in the UK. Felt bad for the designer as could not have been more helpful, was excellent compared to home base and cheaper than wren.”

Helpful Report

Posted 9 years ago

“Awful terrible kitchen department, noone seems to know what they are doing, try asking a simple technical question. Like Zombies”

Helpful Report

Posted 9 years ago

“Terrible, wanted to buy a kitchen bit all they seemed interested in was the money”

Helpful Report

Posted 9 years ago

“The worst customer service I have seen never. I bought 2 unit, they sent one and that's all. They didn't refund me for the other after I called them a week later asking for the second unit. They first said, we don't have anymore this item and we will refund you for the second. I asked and insisted several times for to get a similar replacement item for the second unit, instead the refund, but they said we don't have any similar item (I attach a screenshot from their website). I insisted again and they finally said "we have found your second unit, you will receive it tomorrow morning". After 4 days without nothing I called them again and they said "we had refunded you for the second unit", our apologies, bla, bla, bla.... I was trying to insist about to get an alternative item unsuccessfully and that's all. I got a refund after 2 calls and 2 weeks later with any alternative to get what I paid for. GOOD BYE B&Q!”

Helpful Report

Posted 9 years ago

“I recently bought some Velspar paint at B and Q and was advised d by the paint Dept. that this was suitable for wood side cabinets. It took 3 coats to get any sort of finish even after primer and two base coats. Went back to see if I could get a sealer to stop paint coming off and was shown a stand with paints especially for wood!!!!!!! including the colour I originally wanted! Customer Service useless and unhelpful, wrote to CEO, he had left!!!!! His office Insisted on receipt which I longer have,. My proof of purchase was that my postcode was taken in case I need any more paint!!!!!!! I don't think so. Terrible paint, very poor Customer Service.Will be going elsewhere in future!”

Helpful Report

Posted 9 years ago

“Cheetah hill B&Q a waste of time, recommend you go straight to wicks. Waited for ages for staff even going to the check out where the staff called for extra help 8 times, still nothing!! Went to manager, again waste of time, was told a worker is on timber? (0h, right!) went to wicks where I actually got acknowledged wish I went there in the first place”

Helpful Report

Posted 9 years ago

“Staff are useless who don't appear to no a thing about what you ask them, No help is there when needed, all Stood around talking, 6 people needing help today all complaining, never known anything like it- Lincoln b&q”

Helpful Report

Posted 9 years ago

“bought a cooke and lewis shower enclosure online paid through credit card, told to ring pjh to arrange delivery, unfortunately told the door for the enclosure was not available. had to cancel this order and wait 5 days for refund. ordered a different product code shower enclosure cooke and lewis smoked glass, paid for it, then told no door available, cancelled waited for refund. phoned bq customer services .......complete waste of time.they recommended clear shower enclosure was available so i bought and it was delivered..........no shower tray. cancelled order through customer services again waiting for pjh group to pick it up and take it to the rubbish tip, and then refund me hopefully. ordered 4th cooke and lewis shower enclosure instore in sunderland, yes its available yes it has a shower tray, excellent, 1 hour later pjh group phone theres a problem with the order its unavailable ...what would you do now? customer services is non existent, stuart is the highest customer services rep and he says its nothing to do with them, gives me 2 options take the 56kg enclosure back to store or wait for a refund when they decide to pick it up, thanks a lot stu lol. if theres is no one higher than stuart to complain to in customer services where do you go? mr r cassidy”

Helpful Report

Posted 9 years ago

“Recently we have moved into our new home traslating to a lot of DIY and equipment purchase. We found b&q staff (when you can find them) to lack complete knowledge and passion in areas they are stationed on. In the end we got so frustrated and travelled to Wicks (further away so was not our first choice) to buy all materials and for any advice. I feel staff should be receive training in any industry they work in and part onus should fall on employer. Very disappointed indeed.”

Helpful Report

Posted 9 years ago

“when prices state clearance, it appears that every time i get to check out it is never the item that is placed above the price ticket. not the first time, cashier didnt want to know. customer service is rubbish , get a grip Cannock”

Helpful Report

Posted 9 years ago

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

B&Q Reviews