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

“Don't bother with click and collect... went to collect item and it was not received by store... they said "oh yeah" we've had lots of problems recently"... not that they bothered to tell me before I drove to the store. In store of course no-one could help and gave me a person's name to call back. Called back next day and put on hold 5 mins and then someone tells me the person is on holiday. Go on hold again and eventually am cit off. Call again and eventually someone tells me that they can't help with web orders and that no they won't deliver to me f.o.c. having wasted my time going to store the day before.”

Helpful Report

Posted 9 years ago

“Cost are high but as I'm a person of consistency I have always used bnq I use my card details to purchase things but today was turned away told its policy I would accept this but I have always done I can even prove it if bnq wish to challenge it I run my own business and spend a lot with bnq I would not step foot in a bnq again I'm very disappointed”

Helpful Report

Posted 9 years ago

“on the 23rd of May i made an order online worth £163.00 for a click and collect from the Greenwich store, however when i went to collect it next week there were items missing (5 boxes Form beige storage box and a Floor lamp) total of £80.00. No one knew where they were or why they were missing, then they told me that they can't give me a refund as it needs to go through a different team, after speaking to one of the managers at the store and waiting for over 1 hour to get this resolved i was told that i they will call me in 2 days to confirm the refund as it needs to be done by DIY.com not them. That was not true and i was informed as they could've simply issued the refund then and there. They are quick to take your money but when they should give you your money back they make you go through hell to go YOUR OWN MONEY back. after that i received a call 3 days later, and a lady from the store told me they are still "investigating" and that she needs to get back to me in two days. she never did! and then i had to call the store 5 times in a period of 8 weeks. They refused to issue the refund, making all sorts of excuses (system not working, not their job to do it, they are switching systems and can't do it now). Then i was told that the refund would be issued in 5 working days, two weeks later still they haven't sent my money, so after they put me through the wringer I've i asked to speak to a manager at Greenwich store, who said it's not their job to issue the refund and i should speak to customer service and when i asked why i was misinformed and made to make over 6 calls in a period of 2 months her simply said: that's not his problem and was extremely rude to me. when i challenged him about the way i was treated he hung up on me. i then decided to call customer service and thought they might be able to help in end of June/ beginning of july. After holding on the line for an hour and being transferred from one person to the other, and after employees spoke to their manager and to the store i was finally told that the refund will be with me within 5 working days (again) and assured me this time it will be refunded on time. This never happened. it's been over 6 weeks now and they still haven't sent me my money back! how long does it take to issue a refund?? this is completely unacceptable way to treat a costumer and it breaches the contract of refunds which clearly states that it should not take longer than 2 weeks in exceptional circumstances. I’ve simply had enough with big companies like B&Q treating costumers as they wish and not being held accountable for anything or being obliged to follow trade regulation. What they did is simply theft!”

Helpful Report

Posted 9 years ago

“I have ordered online artificial grass on 20th June and I am still waiting for delivery. No one from B&Q call you and let you know the status. Last one week their system is down and no one can tell me what's happening with my order. Horrible experience. Stay away from B&Q online shopping.”

Helpful Report

Posted 9 years ago

“I ordered a radiator cover on line from B&Q, the item arrived and it happened to be too big measurements were incorrect. I had to make several calls before i could arrange for the item to be returned. Even then when you ring the telephone No it has no option to go through to the returns department so you have to speak to someone in order section. After two weeks of chasing the returns department they eventually arrange a date for collection. However the refund was not made into my account as promised within 5 working days. It has been over a month and I am still waiting for the refund and almost 6 calls and several emails to B&Q I am non the wiser. I have been told the new system is the cause of the delay but no manager is willing to speak to me and I have spent several mornings calling the customer service trying to establish where my refund is. I would not recommend purchasing anything on line with B&Q only because if you wish to return you will not be able to do this with ease!! and there is no chance of refund”

Helpful Report

Posted 9 years ago

“bought a Mira shower from b&q hull plumber fitted it and it worked for two showers. Tried to use it again and it wouldn't work so the plumber took it back to the store. They said it was nothing to do with them they were only selling them for Mira. Unfortunately for us they didn't say that when they took the £258.00 of us Disgusting service won't get no more of our custom”

Helpful Report

Posted 10 years ago

“Ordered a fire suite last Wednesday. Received a text message this Monday to say delivery scheduled between 1&3 Tuesday. Phoned store at 3 to make sure it was being delivered that day, I was told it was scheduled. At 6 o'clock I rang again to be told there had been problems but I could still get my fire delivered up to 8 o'clock. This morning at 9 o'clock I rang the delivery department, the guy said he couldn't find any record of my order but he'd find out about it and get back to me. At 10 o'clock two of my friends went to the store on my behalf to see what was going on. I then got a call from a b&q employee to tell me that the said item did not exist yet in the u k. I was flabbergasted and not very happy to say the least. She said all they could do was refund my money which would be back in my bank within the next five days. I really hope that it is!!! I'll never buy anything from there again.”

Helpful Report

Posted 10 years ago

“Ordered a fire suite last Wednesday. Received a text message this Monday to say delivery scheduled between 1&3 Tuesday. Phoned store at 3 to make sure it was being delivered that day, I was told it was scheduled. At 6 o'clock I rang again to be told there had been problems but I could still get my fire delivered up to 8 o'clock. This morning at 9 o'clock I rang the delivery department, the guy said he couldn't find any record of my order but he'd find out about it and get back to me. At 10 o'clock two of my friends went to the store on my behalf to see what was going on. I then got a call from a b&q employee to tell me that the said item did not exist yet in the u k. I was flabbergasted and not very happy to say the least. She said all they could do was refund my money which would be back in my bank within the next five days. I really hope that it is!!! I'll never buy anything from there again.”

Helpful Report

Posted 10 years ago

“Hi It is now 6pm and no home fit guy B & Q have some serious problems 6 weeks ago a dreamed of my bathrooms being changed to a hotel high end spa look I had chosen B & Q because they fitted my kitchen (Which I may add has had problem floor tiles lifting cooker never worked from day one as filling the house with smoke and the under counter lighting packed up to find the wires are held together with electrical tape and the sealant on my quartz worktop as just disappeared over time) and tried to replace the oven with currys and the would not touch it as wired up wrong so the took my new oven back with them So I thought no I will try b & q again and pay for my kitchen repairs and 2 bathrooms and cloakroom costing around 27k 1) so I tried to book a home consolation via web site would not work 2) so I emailed customer service who said the had booked some one to come out 3) so that day came no one arrived phoned customer service to be told no one had booked it with the store 4) after much phoning I had some one that day (called Pat just to point out he a credit it you I may offer him a job at my store ) 5) so I informed pat of what I wanted and he designed the space as requested 6) I could not view the 3D plans as your web site is not Windows 10 compatible 7) so went to the store to see PAT I offer to pay the 27k there and then but was told we need to book home fit team to asses the job this would cost 100 so payment taken 8) Told some one would contact me so message left to phone the fitting I tried to contact the guy over 4 days and spent over 3hours trying to get hold of him but just kept ringing so another email was sent 9) Last Monday another one of the homefit team left message and I phoned him we arranged for the following Wednesday as he would be in Milton Keynes then so booked for 3.30-4.30 10) Yet again no one turned up this is now true incompetence as not even a phone call to say sorry 11) I will be sending his letter to you CEOs as I am sure he would love to know what poor service his team are giving and in this day and age 27k being spent in one transaction is not how I should be treated So please refund my 100 pound I will book another company to install my bathrooms and have better customer service and value they customers Mr Graham Gillard Sent from my iPad On 29 Sep 2015, at 19:45, MKN897, Showrooms R <MKN897.Showrooms@b-and-q.co.uk> wrote: Hello Mr Gillard Sorry to bother you but I think I have an incorrect phone number for you. I know you are having your survey`s on Wednesday 30/09/15 and would like to book your second appointment with Pat to finalise on the project. Would you please either contact myself or Pat regarding this. Martin Middlemiss Pat Fitzsimons Many thanks Martin Middlemiss B&Q Showrooms Milton Keynes <image001.png><image002.png> B&Q KBBi Team Milton Keynes Store: 01908 698400 ---------- B&Q plc Registered Office: B&Q House, Chestnut Avenue, Chandlers Ford, Eastleigh, Hampshire, SO53 3LE Buy Online NOW at www.diy.com or follow B&Q on Facebook www.facebook.com/bandq, Twitter www.twitter.com/bandq or YouTube www.youtube.com/bandq Registered in England, Number 973387 This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your co-operation..”

Helpful Report

Posted 10 years ago

“My son ordered a kitchen from B&Q. Order came on a saturday, great BUT 1 item was missing which was booked in for tuesday 29th September. So my husband drove from stafordshire at 5.00am to take in the delivery. NOTHING CAME and he got back home at 8.00pm. I called B&Q and was given (mentioned in another review) 2 incorrect telephone numbers. Now I have a text message to say that the item is coming on friday 2nd October. Oh, Joy got to travel to Oxfordshire again.”

Helpful Report

Posted 10 years ago

“I have shopped in B&Q in craigavon from it opened, the staff used to be so nice but this past year or so they have a couldn't care less attitude and just Saturday passed i was cut off because i brought back a hose pipe that was useless ( i had a receipt ) I was made out to be a liar that it kinked so i said i wouldst shop there again and no surprise i saw on the news tonight its closing , well it wont be missed as far as im concerned”

Helpful Report

Posted 10 years ago

“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

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