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

“Staff are really helpful. Pity the rest is rubbish. I rang regarding a delivery, was given a telephone number called them and they have never heard of me. I called B&Q again and they gave me another number. This would have been hilarious if I hadn't been so angry because it was a company who don't deal with B&Q and... wait for it..... they sell CHEMICALS. In the end I had to give up. Won't be using B&Q again.”

Helpful Report

Posted 10 years ago

“Beeston, Leeds, West Yorkshire Retail Park. there is a 2 hour limit in place on this site, if you get a parking charge B and Q will not support you in any way in getting it overturned. Avoid at all costs - the minimum charge is £60 or £100 in not paid in 14 days. There are other DIY stores in Leeds with free parking to allow you to enjoy your shopping.”

Helpful Report

Posted 10 years ago

“Bought a damaged product b and q took no responsibility for it have never had a problem with them till now but quite poor service”

Helpful Report

Posted 10 years ago

“We had a macallister router, and a macallister circular saw. It's just awfull how they worked , so we decided to bring them back instore (Northampton).Even worse. , that the lady at the "returns" counter didn't even tried to help us, as one of the tools were from Wellingborough. EVEN WORSE! She didn't tried to help us , she was rude , and we was standing there , with 2 tools ,2 receipts . After all this happened , we went to the B&Q in Wellingborough. I have to say that , i had my best experience there.At the returns counter , there was a lady , called Sue. She was helpful, she helped us straight away .She checked the tools , also called a guy , who checked them as well . The guy then explained to us everything, and we refounded the price for the tools , and bought a BOSCH circular saw , and a JCB router , and left , as happy customers . Many thanks to Sue , i wish u the best , and i hope they'll increase your wages , because u deserve it !”

Helpful Report

Posted 10 years ago

“Ordered some garden chairs and table on 26th August which were at a reduced price. Received confirmation email that they would be delivered on 3rd September and even had a text from the courier stating that they would be With me that day. Then received phone call from B&Q saying items out of stock and they would have to give me refund. I said I wanted the goods and they were supposed to ring me back but never did. When I contacted them they told me their system doesn't reduce stock levels when customers place an order - sorry what antiquated system are they using if this is true? Also they have 16 of the sets in their Leeds store but are unable or unwilling to get one of them to me! They may have "subject to availability" in their Terms and Conditions and be within the letter of the law in offering a refund but to not be able to fulfil an order and not even let me know until the actual delivery day is at best inefficient and at worst downright dishonest. Just not good enough.”

Helpful Report

Posted 10 years ago

“B&Q refused me a replacement product that was faulty because I was 10 hours out of warranty !!! Disgusting customer service from the store in Stratford upon Avon !! on the up side the head office customer service guy was lovely and couldn't help enough. I will not be buying any more tools from that store”

Helpful Report

Posted 10 years ago

“Made an order from chiswick B&Q store for a simple wardrobe. Was told it will take few weeks to order. Once it came it had no surprise missing door . Called the branch and make a complaint and was told manager would ring me back. Didn't happen nor I received an apology . Staff in those stores are absolutely useless. No education no product knowledge no customer service skills whatsoever. Shame on the company and its service ......shockingly bad”

Helpful Report

Posted 10 years ago

“This is my bathroom floor less than a year old. It is Bamboo Flooring from B&Q £32.55 per pack and fitted by a carpenter for £150. It started to blister after a few weeks then bubbled, split and now the lacquer is peeling off. B&Q specifically sell this for bathrooms. I complained to Colchester branch who eventually came and had a look. They first said it was water damage to which I replied "Its in the bathroom!" They told me they were not going to refund me because it was not fitted properly as there wasn't an expansion gap around the edge. I can't see what this has got to do with the lacquer peeling off. This is one of the expensive flooring they sell and this flooring is obviously not fit for purpose and for me to replace it will cost me about £120 and another £150 fitting. Not a huge amount of money but the point I am making is that I am surprised at B&Q for their lack of customer care. So the message is don't buy this flooring from B&Q.”

Helpful Report

Posted 10 years ago

“Placed an order on 29th August 2105. Took money out same day. then held on to my money for 44 Days before delivering item. no emails, not notification, just took my money and ignore me. understand this is illegal”

Helpful Report

Posted 10 years ago

“Ordered a door 06/09 and received email and text stating delivery would be 10/09. 10/09 failed delivery. Contacted customer service and was told I should not have received email stating that date. Given a new delivery date of 14/09 14/09 failed delivery ! Again contacted customer services. Basically they haven't got a clue. I stipulated that someone must contact me today 15/09 and give me correct and positive information. At 11.20 am I called them as I had heard NOTHING. After ranting and raving I was told I'd be updated later. 16.50 hrs I get a call which leaves me none the wiser !! I have to wait until tomorrow for yet another update as they still know nothing !! Never mind diy.com I'd say it's more like PISSPOOR.COM”

Helpful Report

Posted 10 years ago

“In July we ordered four made to measure sliding wardrobe doors via B&Q website, which was passed onto their manucturer Home Decor. Total cost being £1350. Two of the doors were damaged. Have since had four more deliveries to replace them - all which have been damaged. B&Q are not accepting responsibility & passing us back to Home Decor who just keep saying they'll send replacements the following week, which again turn up damaged. Two months down the line we are still waiting for doors that are fit for purpose to finish our project. In the meantime we are losing money on carpenter fees and loss of earnings having to take time off every week to wait around for yet more damaged deliveries. Requested compensation & await their response. Completely unacceptable & discusting service!”

Helpful Report

Posted 10 years ago

“Bognor Regis Branch: unprofessional staff, lies to customers. Would not never visit this branch again.”

Helpful Report

Posted 10 years ago

“I rang the Wednesbury store with regard to some children's bedding. The lady told me that they had 4 in stock. I asked if she would save me 1 and she said that it would be beside the till. I drove 30 miles to get to the store. The item was not beside the till and when I found the lady she said that she had forgot. She took me around the store but she couldn't find the item She went on to the computer to discover that there were two in store but she didn't know where or didn't care. I left absolutely disgusted and swore that I would never visit a B & Q ever again. A refund for petrol would be nice but I'm not very hopeful.”

Helpful Report

Posted 10 years ago

“Extremely shoddy Purchased panache midnight grey slabs which were delivered 3 days ago, 10/9/15 1. They do not match WHATSOEVER the colour of the sample in terms of colour AND pattern and therefore have been mi-sold. 2 The top seemed flaky/ weak so I rubbed it 5 times with my foot to assess what might happen to the surface after a few weeks of walking on it, photo 1524 shows the result: the top wears away FAST and continues to wear away and as such they are comletely unsuitable for the application and are extremely shoddy. I chose these which were twice the price of slate as they looked high quality...they most certainly are NOT. I decided to come home during the school run of my wife as I had no confidence that they would call me 30 minutes before as requested. The driver confirmed he had had not been given my number nor asked to do this and would have waited 20 minutes then left. Tried calling customer service twice today, on hold 30 minutes both times no answer. Rang the manufacturer, no answer. Tried tracking online, cldnt find it and gave number to call. Rang number and they didnt know wnaything about the product and did not deal with it..put me back to hold with customer sevrices, I gave up. Customer services then called me, explained I need to know what time or if they would call..she had a difft number for manufacturer so agreed to call them. She called me back to say they would be delivered today. I explained again it was the time I needed, cld she call them back get the delivery company number and call me back. She agreed to do so then didnt call me back. Last time I will order from B&Q. They have now stated all 40 slabs must be put on the pallet back at kerbside or they wont collect. No compensation offered for the time involved in doing this. What if I were 70 years old and couldnt? What a shocking company.”

Helpful Report

Posted 10 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 10 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 10 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 10 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 10 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 10 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 10 years ago

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

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