B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 reviews

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

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

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 bought some valspar mixed coloured paint - bright green! at b and q in queensbury. When I got home I opened it and it was white- so I took it back and told the lady on customer services..- she didn't seem to believe me- called the manager who came and had a look, then instead of apologise ing said ok we won't charge you for another one- well obviously!!!! As you gave me totally wrong coloured paint in the first place and wasted petrol and my time. !! Infact he didn't apologise- just said these things happen- pretty terrible customer service..”

Helpful Report

Posted 10 years ago

“You can not trust B&Q !!! They have on their website product (Anthracite Arnhem Paving Slabs) , which are available for home delivery within 7 days, so I went to the shop asked if they can make the order for me, because I want to be sure it will arrive in 7 days time, because I booked my builder already. They checked the product, and told me it will be available in 4 weeks time, because of supplier or whatever it was, so obviously 7 days delivery is a lying. Likely I didn't bought the slabs online, because it will be a big disaster for the builder. B&Q NOT RECOMMENDED !!!!!”

Helpful Report

Posted 10 years ago

“The customer service i received today was terrible , i aksed a member of staff for help to then be ignored so i asked another member off staff who replied with a sarcastic comment your staff act as if no training was given. I then witnessed two members of staff messing on i then carried my business over to wickes where i recived outstanding custmer servies amd felt very welcomed by staff”

Helpful Report

Posted 10 years ago

“I used to do workplacement for them they accussed me for damaging a customer car and told me to leave the building.never gave me a chance to speak or discuse the issue they just wanted me out and told me they wont take any action aganst me if i left the store this has shattered my confidence and made me feel like dirt but dint provide any proof that it was me i think i was treated unfairly.”

Helpful Report

Posted 10 years ago

“Do not expect a delivery from them. Do not expect an explaination or to speak to anyone who can give you any sense. First day of failed delivery was told no-one answered door. second day of failed delivery just didn't turn up. Rang number and told accident in warehouse. No one was going to ring us to let us know it wasn't coming. Phew just don't waste your energy with them .”

Helpful Report

Posted 10 years ago

“I have paid for and should have received my Dimplex Jazz electric stove by the 8th April, still no delivery. Not only have I had to contact b&q twice to be told that my parcel has been delivered to the wrong part of the country and have been told it'll be delivered tomorrow on 2 different days, I'm still non the wiser as to what parcel force are doing with my parcel, when is it being delivered? The lack of communication is shocking. The delivery service is the worst I've received. Through the delay and lack of being in the know, being lied to by 2 B&Q advisors I have lost any trust in your company and have lost any future custom from me and my family. I will be taking my business else where. What is happening with my parcel??”

Helpful Report

Posted 10 years ago

“The worst customer service I have ever had. I went to pick up 6 large bags of gravel, they extremely heavy and awkward to handle. As I put them into my trolley, 3 members of B&Q staff were there and not one of them asked if I needed any assistance as I obviously struggling. Unfortunately the bad service carried on at the kiosk as the young girl working was impolite and unhelpful. When I pushed, my very heavy, trolley to the car, going past several members of staff, the only person that offered to help me put the gravel in my car was a member of the public as he could see I was struggling.”

Helpful Report

Posted 10 years ago

“Second time that orders placed on the internet haven't been delivered on the day promised. The usual excuse offered that its coming direct from the manufacturer and their courier. Its the last time I will order from B&Q on line and will advise every one to think twice. Very poor service. At least by not ordering from them again it will mean I'm not wasting my time and loosing money!”

Helpful Report

Posted 10 years ago

“Ordered a radiator via "click & Collect" An email from B&Q said... Available to collect from 12:00pm tomorrow from Preston - Bamber Bridge store. I went to collect at approx. 6.30 pm...what a fiasco!! I waited in the queue for at least 15 minutes, obviously not enough staff, they seemed totally disinterested in customers, even talking about the time of their breaks and days off. Was eventually served...by about 3 assistants as no one knew what they were doing, and guess what... my radiator wasn't there!! I had to choose "Click & Collect" as it stated on your website... "Our stores do not stock this product" I had a plumber coming the day after at 9am to fit the radiator so as you can imagine I was not best pleased. I cancelled the order and was told by an assistant my money would be refunded in 48 hours...it actually took 7 days! Now...I thought I would look to see if I could perhaps get another radiator as the plumber was booked...and guess what...I found the exact same radiator in store!!! Can you see why I said it was a fiasco:(( Perhaps more customer service training all around would be a good idea. In these competitive times we customers can choose to spend our cash where we want and I chose my local B&Q, don't think I will again.”

Helpful Report

Posted 10 years ago

“Web site tells us its open today but on arrival it was closed. Well done B & Q”

Helpful Report

Posted 10 years ago

“Rude, confrontational and aggressive member of staff called rob that works in Northampton B and . When questioned after he misused the baby changing area, causing me to wait for around 15 minutes, he was rude and confrontational, raising his voice causing my baby to become upset. He then physically slammed a door into me stopping me from walking through the door and hurting my foot. Disgusting treatment of customers, upsetting and shocking experience. Not a baby friendly store at all. Baby changing facilities are also filthy and disgusting.”

Helpful Report

Posted 10 years ago

“Today I went to your store in Bexhill on Sea I was horrified at the poor customer service from the check out operator named Josh. He was miserable,unfriendly and rude. The company needs to train in HOW to welcome customers, and realise they are the face of your company,”

Helpful Report

Posted 10 years ago

“I am disgusted with the delivery and customer service I brought bifold doors they came and then they had no fixtures so I called them waited forever on the phone for them to pick up finally they told me they will pick that one up and drop another off well they picked it up but never dropped it off I then phoned again they told me it's on it's way Iv been waiting 8 hours after so many calls and getting a headache they give me another number and guess what they did drop it off someone else's house and they couldn't even let me know ????????”

Helpful Report

Posted 10 years ago

Helpful Report

Posted 10 years ago

“If I could give no stars I would I think b and q delivery is crap Iv been waiting for my bi fold doors finally came then the Were no fixtures, screws etc to it so they told me they will collect it and drop the other one off only then they came to collect and guess what no door so I phoned and they said it will be there today I waited 8 hours gave them a call 5 times at the end they gave me a direct number to deliverys and guess what they dropped it off someone else's house without telling me ???? I would never get a delivery done by b and q waste of money and waste of my time they've just made by day crap ????????????????????”

Helpful Report

Posted 10 years ago

“DO NOT go to B & Q if you want anything fitting. They fitted a bathroom for my mum. Firstly,not all the fittings & tiles etc ordered arrived.We contacted the store and spoke to the designer who told us we decided we didn't want a tile border which was a complete lie. He was very confrontational & aggressive when we pointed out that we never said we didn't want the border anymore. Once the bathroom was complete the washing machine stopped working along with the central heating, which they initially were reluctant to help with. Eventually they did send several plumbers out- not of which were able to fix the problem as they weren't fully trained boiler engineers. They also left us with several loose wires. Please beware.”

Helpful Report

Posted 10 years ago

“I have bough some paint of your rochdale department which was valspar silk 5ltr x2 code n: 8915 44+15/16 8930 1y 8935 44+14/16 Cost me £70 and a further £21 on valspar silk 2.5ltr I also purchased 4 sachets of glitter at the price of £6 each All of the above purchased has been wasted as I have returned with the above paint code to purchase a further 7 and a half litres of the same paint code which was totally mismatched when I have had it painted on. I then returned to have this paint issue rectified to which I was quite arrogantly told was at no fault of your own. So I have had to pay for another two and a half litres which is also a total mismatch. This has resulted in a waste of money on the original 5 litres purchased as well as the 4 sachets of glitter as this was a final coat product and is now having to be repainted with an extra cost of the decorator fees. If I am totally honest I have used yourselves many a time and this is by far the worst experience I have had from such a well renound organisation who pride themselves on delivering the best in customer satisfaction snap service. I would like to be refunded. The assistant named laura was very rude and did/was not cooperating at all and accepting fault. The glitter in the paint is not showing as a result of mix matched paint I am very frustrated I have spent a total of £115 I hope u can be reasonable and refund me for the mistake b and q has made I have attached images of the paint on my walls looking forward to hearing from you and hear Wat has to be said thanks Yours sincerely Ikhlaq yousaf”

Helpful Report

Posted 10 years ago

“we find it disgusting that so many things in B&Q are SO expensive - here are just three items which you would be GROSSLY if you bought from them - plyboard at £56 in B&Q but just under £20 just round the corner from the Torquay branch, tee nuts - B&Q charge just under £5 for 10 but Toolstation charge 92p for 10, plus map gas is about £22 in &Q and £11 in Toolstation. Is little wonder them that someone can be paid £5m when leaving the company!!!!!!!!!!!!! This company deserve to be shut down by trading standards - it is truly day-light robbery.”

Helpful Report

Posted 10 years ago

“Avoid at all costs.... We had purchased a kitchen & bathroom to be installed by B&Q in February. After multiple issues we are currently raising a complaint consisting of 4 pages of bullet points. Here are just a few... 1. Delivery arrived late - the installation team could not start work until 3pm. 2. Fridge/freezer would not fit through the door, doors had to be taken off and it was left outside for two nights! 3. cooker wasn't delivered, then B&Q delivered the wrong one, they then tried lying saying 'that's the only cooker we do' (i was in store that day, they had 5 different makes!) and then delivered another one, which is still not the correct cooker! Oh but it isn't mentioned on paperwork so B&Q have been trying to say we should be happy as it's a free cooker!! I'd rather pay to have the correct one installed!! 4. Slate flooring - B&Q state that they do not fit this on paperwork yet still managed to put our order through! Now we have to seal it every 3-4 months. May I add we have several dogs so this is not an easy task. 5. Our touch tap did not work properly and B&Q then sent someone without any prior notification to replace it. (perfect timing when you've just cleaned the kitchen, just as they turn up, for it to be done again!) 6. Multiple items missing on delivery - we ended up buying some parts as we only had 5 days for the fitters to install both bathroom & kitchen and could not wait for replacements to be sent out 7. We were advised painting could be included and to pay the installation team directly - this was not the case so every night we had to stay up until 2am to paint the walls, ceilings and gloss the skirting! 8. Wrong units fitted and gaps in-between wall units (meaning items fall through!) To put it into perspective, B&Q make a lot of promises to obtain the sale, but fail to meet expectations or even what the customer rightly deserves. Would I return to B&Q again? Never. It has been the worst customer service I have ever received, and 6 weeks later, still unresolved. AVOID AVOID AVOID!!!!!”

Helpful Report

Posted 10 years ago

“What a complete and utter disaster. Ordered goods online with promise of delivery the following day. Took a day off work to wait for goods to be delivered. By 3.25 pm goods had not arrived so I phoned B & Q where I was told a complete and utter pack of lies by the 24 hour delivery department. I was told that Parcelforce had left the depot at 9 am but there was no more deliveries recorded by the driver after 10.30 am and there was no trace of him making any further deliveries. He also told me that Parcelforce deliver until 5.30 pm but after contacting Parcelforce myself was told that they finish delivering at midday. B & Q made no attempt to inform me of a failed delivery and just palmed me off with a stream of lies. I was disgusted at the lack of customer service and their don't care attitude. It will be the last thing I order from them. Be very wary of their promise of 24 hours delivery, it just doesn't happen. They are most unreliable and incompetent.”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,618 reviews