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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I just want to give a bid shout out to the delivery driver who just delivered my pallets of bricks, at 11.04 in Lancing this morning, he was fantastic, sorry forgot to get his name,”

Helpful Report

Posted 4 years ago

“Poor customer service at the till! Went to visit Nottingham Riverside Retail Park. The assistant at the till whose name Adam! Just atrocious and awful attitude , waving his finger not even opening his mouth to say “next please” couldn’t even say hello when I was at till. I’m sorry your job is so strenuous while others are suffering with no Job !Wake up and get some customer service skills.”

Helpful Report

Posted 5 years ago

“After a long lock down we went in to lincoln b&q, and was disgusted at the staff and lack of concern for there customers, they say masks protect others more than yourself so why don't b&q staff wear masks to protect their customers? Or do they just not care about them”

Helpful Report

Posted 5 years ago

“I ordered the garden furniture on the 23rd June where when it was ordered they gave me an estimate of 2 week wait. I have reached out to them in the following month at least 18 times and in all calls to them they have disconnected the line and asked me to revert to FAQ. I have never since heard anything from B&Q so I called again to revert to live chat where I was told that their internal order management was out of service and my order was not picked up. Then the gentleman offered my item to be delivered after a month ("express delivery"). I have as a result cancelled the item and will take my money and time elsewhere where I as a customer is appreciated. Absolutely terrible company. I will no longer use my hard earned cash on any of their products nor would I shop at any DIY.com shops. Very disappointed!”

Helpful Report

Posted 5 years ago

“I purchased a rattan outdoor furniture in June . The settee leaked dye on the new decking. My complaint has not been resolved despite emails calls and photos. The furniture cost £ 550 and has ruined part of the decking. Band Q asked us to return the items which had been delivered in a large wagon back to the store but could not guarantee the new one would be free from excess dye. We now have to sand the decking ,buy more paint/sealant costing £35 and we do the whole decking. Thanks for nothing Band Q!!!”

Helpful Report

Posted 5 years ago

“Well there is not much to say don’t touch B&q kitchens with a barge pole. We have had faulty doors delivered to our home. White unsightly marks splashed under the Paintwork. B&q refused to replace of either come to see them. Furniture ombudsman was contacted who I may add get paid by B&q. Report was very contradictory and it stated their were marks under the paint but not faulty? See you in small claims court! Please god if you value quality and care, a good consumer experience and not to do business with B&q go elsewhere. These people are thieves and liars!”

Helpful Report

Posted 5 years ago

“I shop in B&Q Poole, and have got to say the guys that work in there in all departments are so chatty, happy and helpful, always! Today I particularly want to thank Sharon and Andy who work there, they really went out of their way to help me. Great support when I needed it! Big thank you! Xxxxx”

Helpful Report

Posted 5 years ago

“Bought a Karcher Jet washer from their store in Bury. It leaked was dangerous. They've refused me a refund. I will go legal on them to protect the public from them selling faulty electrical goods.”

Helpful Report

Posted 5 years ago

“Customer Services at B & Q are anything but Customer Services. After spending an age listening to a number of pre-recorded messages, none of which are appropriate to the issue one has been advised to contact them on. they continually disconnect the call. B & Q your Customer Service standards are woeful and if it were possible to award no stars - that would have been my preference. Would I recommend you - no I would not.”

Helpful Report

Posted 5 years ago

“Social distancing joke Redditch B&Q I was ridiculed by one of the staff for stepping over a line that was 10 m from the till even though there was a 2 m line next to the till for another customer to stand at to then to be embarrassed and told that I was not courteous of other customers even though I was still way over 2m from any one else close on 4m from anyone and the embarrassing situation where I was singled out on a completely unorganised social distance till set up I was 4 metre away from anyone else yet they bottle neck every one down an aisle to the till even though that isle is still in use for browsing customers and que waiters where there was no way they can social distance yet I was ridiculed and made to feel like a child due to there poorly organised system”

Helpful Report

Posted 5 years ago

“I bought the high gloss laminate flooring. It looked lovely. With in a few week it started to bubble and chip. I wash the flooring with a spray of two parts water and one part ginger. I complain a employee came out took photos which they sent to head office. I called I was informed that there is nothing wrong with the flooring. They advised m to contact the ombudsman? I would not advise anyone to buy flooring from B&Q.”

Helpful Report

Posted 5 years ago

“I bought a kitchen today from the great western retail park store in Glasgow. Eilidh was absolutely AMAZING and a pleasure to deal with.”

Helpful Report

Posted 5 years ago

“We bought a box plant and within 2 weeks it turned brown and died. They refused a refund and said “they don’t offer a warranty on plants”! We followed the aftercare too. Would never buy anything from their garden centre again. Terrible service!”

Helpful Report

Posted 5 years ago

“Why does B and Q, Enfield have only two tills open when there is a queue of at least thirty shoppers? The virus is not an excuse. There should be sufficient till-trained staff available for all contingencies. I and several other customers walked out of the store - in my case to make the purchases elsewhere.”

Helpful Report

Posted 5 years ago

“Ordered 6 UPVC windows on 13 May 2020 ref #1010385810. received 1 June, I won't complain as during Covid19. But I needed to refund this extra one, and I understand online 3rd party items best refund via collection not taking to a store. So I have been making over 10+ calls to B&Q helpline, where they cleverly create a menu (1 for kitchen, 2 for new order, 3 for delivery, 4 for anything else), when you press 4, their robotic person just tell you they are not dealing with anything that is not urgent, then just hang up on you. B&Q don't argue with me over this, as I just took a audio recording over this, so it can be used in court. Then I went on their online form and filled all details and asked for a refund, actually did this twice in past 3 to 2 weeks. No one ever came back. If you were me, what would you do as a customer??!! Today, I had enough, and took the window to their Greenwich store, the store staff tells me collection had to be done from my address by manufacturer. But I told them you stupid system don't allow refund to be logged or process, and anyone with an ounce of common sense can understand, what is the difference between manufacturer collecting from their store or my site? none. And after such big faul up from your system design, how dare you just shrug off your shoulder? Then I called online sales, as they only take sales calls, no refund calls, trying to give them the very last chance. Again, sales after speaking to manager, declined to let me leave window there. So I dumped the window at the Greenwich store and walked out, I told both the sales team over the phone and also the store staff: I of course can afford to throw £207 down in the drain. But I will ensure B&Q go down with me. Your lost of sales will be £207 x 100. Now I am waiting for B&Q to contact me for a refund. Plus my time spent trying to get a refund before, and my time going to your store. and my time is not a mere £15 an hour. Otherwise, this will go viral in social media to my 50K+ followers. Let's watch this space!!”

Helpful Report

Posted 5 years ago

“Had a delivery which was the wrong item. It took 6 phone calls unanswered. 3 emails unanswered. 3 messages answered but no help. 1 phone call where I just pressed a number (did not wait to be cut off) and spoke to a very nice man, who although I was on to the wrong department looked up my order and rang the Reading Shop that the delivery had come from. Phone call from Reading that evening saying I would get an email with new delivery date when I could send back the wrong goods. One more week nothing. I now knew that I needed the Reading Store so looked up their number. Went though to wrong department (not deliveries) but a nice lady said she would speak to deliveries for me. Said I would get a phone call. A miracle I did. A lovely man called Harry Armstrong listened to my story and arranged for the correct order to be delivered that day. Less than an hour after I had put the phone down I had my order. It had taken me over 2 weeks to get hold of someone. If I had managed to speak to him straightaway you would have got more stars. So five stars to Harry. I know it is difficult times but it was B & Q's mistake and I could not let them know.”

Helpful Report

Posted 5 years ago

“Just picked my paint up after Roz on click n collect rang. Very good customer service from Roz”

Helpful Report

Posted 5 years ago

“staff on flooring department helpful and john off show rooms helped us load the car on his way out as it was heavy thank-you”

Helpful Report

Posted 5 years ago

“I turned up for a kitchen appointment at the Sidcup store, only no kitchens to view. And no staff to greet. And no clue from other employees. Further, at New Eltham store, been waiting 2 weeks for click and collect for something they have in stock, just on a tall shelf which I can only think must be an inconvenience. Gone really down hill. Weak management.”

Helpful Report

Posted 5 years ago

“I sent an order for click and collect a week ago. Not had any confirmation email any other contact.”

Helpful Report

Posted 5 years ago

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