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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I Booked an appointment before the Christmas with the Yeading Branch for Tuesday 14th Jan at 2pm. I want to fit new wardrobes in 2 bedrooms. I got an email on Monday the 13th to say they have changed my appointment as per my request to 15th Wednesday at 10am. I did not request any change of appointment. I then get another email today telling me that this appointment has been now changed to 2pm on the Wednesday. I also had a phone from Donna telling me of the change in the time. I told her that as B& Q had made these changes without first contacting me, I no longer wish to do business with them. If they mess around with my appointments, they surely will mess around with my order. I shall spend my money elsewhere. If I could give a Zero score, I would.”

Helpful Report

Posted 5 years ago

“I ordered 4 doors and eventually had 8 delivered and 4 rejected for damage over 3 deliveries. My fitter had to come back twice to fit the doors. I spent over 2 1/2 hours waiting to be connected to Customer Service, even then they would not even try to expedite my replacements. The delivery company data for contacting them (reference #) did not work on the website so I could not re-schedule their delivery (they had delayed it 3 times in one day). I wrote to the only director whose name I could find 6 weeks ago and have had no reply (Veronique Laury the CEO is leaving). Great shame as we used them for similar purchases 14 years ago and they were great.”

Helpful Report

Posted 5 years ago

“Absolutely disgusted at the customer service at the Gravesend store. This is the SECOND time I’ve had this experience with two separate security guards now after complaining about members of staff about their rude, abrupt and obvious manner to other customers! The security and another member of staff have made it very obvious that they are follow us the entire way around the store, winking at other members of staff! At the while myself and my husband have our 7 month old child in the pushchair and my 9 year old son is holding hand asking why the woman is following us! Not only do I feel uncomfortable it’s inappropriate and entirely unnecessary! We should not have to go into a store and made to feel like thieves!!!”

Helpful Report

Posted 5 years ago

“Don't buy anything from this useless company all they want is your money I ordered cupboard doors for my kitchen and kitchen wall units on Jan 1 2020 got email back saying being delivered on 21 Jan so started taking cabinets down ready for new ones then get phone call today 11jan 2020 saying can not deliver due to no stock nasty lady on phone she then told me that they where hoping to get stock in but took money knowing they we're not getting any I have spent loads of money I will not be using this company again so got no cupboards on walls Mr m j holden”

Helpful Report

Posted 5 years ago

“After buying a kitchen from B&Q I noticed that on of the cupboard shelfs were missing. This was some time ago. I decided to go into the Bedford store to look for a shelf. I couldn't see any the size I wanted but did come across some off cuts. I also noticed a circular saw. So hey... I took the tiny piece of chipboard to the checkout. The lady charged me £3 and when I asked if she could get somebody to size it up for me she said ohh no we don't cut off cuts. Over the years I have spent £1000's in B&Q. This is what they call after service.?”

Helpful Report

Posted 5 years ago

“We went to B&Q in Newport on the Isle of Wight - we purchased a sheet of plywood which we were wanting to have cut down to a specific size at the department that offers this service. After waiting for nearly 20 minutes (numerous announcements made over the store intercom), one you d lad finally arrived and said that he had been on his break and there were plenty of other lads around to help but that they “couldn’t be arsed”. We were gobsmacked.”

Helpful Report

Posted 5 years ago

“B&Q kitchens are not waterproof. Two swollen doors after less than two years. It took B&Q FIVE months to decide the damage was not covered by warranty.”

Helpful Report

Posted 5 years ago

“B&Q Ilford (Newbury Park) - Terrible customer service by a very unhelpful Manager. Badly organised store.”

Helpful Report

Posted 5 years ago

“Prices are getting to high. Screwfix across the road are much cheaper and they are the same company ? Avoid unless you have money to burn”

Helpful Report

Posted 5 years ago

“I made a complaint a few weeks ago regarding misbehave staffs of B&q stanmore. My complaint were dealt by Bill through resolver and they closed my case without taking any action. Worst customer service I ever got from any company. Never buy any products from here as they will never take you seriously. Very very bad experience.”

Helpful Report

Posted 5 years ago

“Was going to buy kitchen but after reading these reviews I’m going elsewhere.”

Helpful Report

Posted 5 years ago

“I bought a small cut christmas tree mid december and by christmas day it was totally bare of needles .. it wasnt expensive but i expected it to have last more than 10 days. Fortunately there is more to christmas than a tree but wont buy from B&Q again.”

Helpful Report

Posted 5 years ago

“Customer service from some staff is non-existent, I'll give it a 0 star if I could... drove 7 miles to collect my order and the lady called 'Kelly' simply refused to release the order even though I've showed her my paypal account with my photo, phone number and address, she was just like a robot repeating 'no I want to see your physical ID'. I then asked 'how about a photo of my driving license?' 'No, it doesn't work', and she doesn't care how long it gonna take you to go and collect the 'physical' ID. Kelly needs a customer service training course for sure. What a shame for B&Q Dartford hiring such a manager without any custom service skills nor empathy.”

Helpful Report

Posted 5 years ago

“Sent me 4 damaged internal doors under undamaged packaging . Doors had obviously been doing the rounds until ending up at my address and I did not have the means or timescale to return them . Clearly a fraud”

Helpful Report

Posted 5 years ago

“Had kitchen planned by these people, absolute disaster from start to well, not finished yet as still waiting for things and that was nearly 3 months ago. Our measurements were spot on, kitchen planner didn’t leave enough room for end panels and one of the units. Had a third of kitchen undelivered, wrong size doors for units, b and q reordered and still wrong size delivered . Sink is starting to rust, tap and plug fell to bits already, still waiting for a ten plate for intergrated washing machine! What should have been my dream kitchen has turned into a nightmare and not at all what I imagined. Have been back to the Sutton-in- Ashfield store 17 times in less than 3 months. The staff are so unprofessional and couldn’t care less and I wish to god I’d gone somewhere else. Advise you to leave well alone.”

Helpful Report

Posted 5 years ago

“We have bought a Garcinia kitchen in October from Gillingham B&Q shop. The upper door for the integrated fridge/freezer were the wrong size. Since then we order 4 times the door and every time the door was wrong size or without handle! The customer staff was rude and unhelpful! Unfortunately, very bad experience with B&Q!”

Helpful Report

Posted 5 years ago

“Yet another one star review. Castlepoint store this time. Approached tills, a surly assistant barked 'My till is card only, that ones for cash' - I was sorely tempted to use one of my free gift cards(supplied following earlier problems) but decided to go to the cash till instead, then the bar scan said the price had mysteriously risen since I collected my floor broom from the display (they just looked at me in amazement when I said someone needs to sort out the mixed display. seems someone had mixed with more expensive brooms. British workers at their best eh?”

Helpful Report

Posted 5 years ago

“SHOCKING CUSTOMER EXPERIENCE FROM HULL RD YORK STORE The manager Paul Dougan approached me because I didn’t have a basket or trolley and was using my own bag whilst shopping. He was rude, aggressive and intimidating, it was embarrassing and humiliating I was made into a spectacle, a show piece. I have used a bag in all shops, M&S, Tesco, Wilko and BQ for the last 5 years without issue since we have to take our own in (in favour of it - plastic waste). It’s not policy, it’s not law, if it is policy let customers know - no signs any where? I went to M&S on my way home used my own freezer bag to put my cold items in, used their self service paying point? Took out off freezer bag scan and into a second freezer bag and used the same approach in my local BQ store, bag products, till pay. I ask to speak to the manager and asked for the details of the manager BQ store Hull rd - ask dose BQ have a policy that you must use a basket or trolley and you are not allowed to use your own bag shopping, he said NO! The complaint isn’t about policy it’s about the unprofessional manner in which a situation (in the managers view) was dealt with, Rude, aggressive, humiliating - I have had to deal with the anxiety and stress for the rest of the day, I have high blood pressure and try to avoid entering into a stressful situation in order to manger my stress levels. I was doing ok, until today. I’m not sure if this guy was having a bad day, or he has a temper but it’s inexcusable, unprofessional in the work place and a poor example of management. He is an out and out bully, he would have had some people in tears?”

Helpful Report

Posted 5 years ago

“Ordered 2m piece of guttering. Cost £4.80 + £5 = £9.80 total. Delivery was quick next day delivery 10/10 for that. 1/10 for no protection on order and arrived cracked at one end. Will not use them online again as a result.”

Helpful Report

Posted 5 years ago

“Ordered 2m piece of guttering. Cost £4.80 + £5 delivery = £9.80 total. Delivery was quick next day delivery 10/10 for that. 1/10 for no protection on order and arrived cracked at one end. Will not use them online again as a result.”

Helpful Report

Posted 5 years ago

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