B&Q Reviews

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

2.2 Rating 2,598 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,598 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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119

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

“worktops fitted badly, double oven /grill housing badly fitted both replaced by another fitter. electric point for fridge/freezer resited so we could gain access.”

Helpful Report

Posted 7 years ago

“Helpful staff”

Helpful Report

Posted 7 years ago

“You took an order for goods from your clearance garden section on 13th January. You e mailed confirmation of the order and payment went through. For two weeks I got texts regarding the ongoing delivery arrangements. You gave every impression the order was ticking through subject to getting a delivery date. As I was going away I then rang you to try and tie down the delivery date. At that point YOU told me you didn't have the goods, in fact hadn't even at the point of order, and could never have fulfilled it! B&Q cancelled the order, at that point, not me, I still wanted the goods. By keeping me under the impression you were fulfilling the contract for two weeks you took away my chance to buy from other retailers January clearance. You also were still advertising all the goods I ordered even after you cancelled my order! You took an order for goods you later told me could never have supplied, but I only found out because I contacted you . This is unfair. In fact you continued to text me updates on my delivery even 2 weeks after you cancelled it! I need to check my bank statement when it comes to be sure you actually refunded the money! I have e mailed you on 21st,24th twice ( the second after yet another text update on delivery)30thJanuary, 3rd, 5th ( still receiving delivery update texts on this date)9th and 22nd Feb asking you to supply similar goods and complete the order. I still have no answer. I have even asked for this to be referred upwards and was told it had been. I have repeatedly asked you to e mail me as I have no reception at work. Despite this you have called me unsuccessfully twice, but not actually replied with anything other than a " we will respond soon " e mail. It's a dismal dismal response. We are six weeks on and still no actual answer! I would give no stars if it were an option. Buyers beware. Just because your payment goes through , you get e mailed confirmation of order,and you get numerous texts regarding delivery dates B&Q may yet tell you they could never have delivered the order at all, having sat on your money until YOU chase delivery.”

Helpful Report

Posted 7 years ago

“Placed a click and collect order. Got home to find out they had given us the wrong size. Returned to store to find out they didn’t have the quantity required in the correct size. This took 40 minuets in the store. No quality control, no management!”

Helpful Report

Posted 7 years ago

“No phonecall for delivery so missed first time. Second time doors arrived in damaged boxes. Joiner came, One door had a hole through it! Took 4 days to get back to me. Stated I can either return doors or get a discount. Opted to return 1 and discount other damaged doors. Response 5 days later again through Facebook. Have to be when collecting and don't do weekend collections so had to take a days leave. The refund for the damaged doors was a massive £7! Basically a 3% discount. Said I wanted to take complaint further and they just told me to follow the same process again. Can now see why they have such bad reviews and will be taking my service elsewhere.”

Helpful Report

Posted 7 years ago

“Halesowen branch. Bought a shed which needed to be dismantled. Two members of staff, John and Raj helped with advice and assistance, beyond their customer service and need a 'pat on the back'. You have a very good store used frequently by us. 22.02.18.”

Helpful Report

Posted 7 years ago

“Lights quite nice not what I was really looking for.”

Helpful Report

Posted 7 years ago

“I use the local B&Q (Bishopbriggs) often and find the staff very good. We have been in the store several times as we are buying a new fitted kitchen and found the staff who attended to us to be very efficient and caring . They were Rebecca, Stuart and Gordon. ToDay we called and spent £500.00+ on tiles,handles,extra units,etc. We took these to the checkout on 2 flat bed trolleys and the check operator was very off hand .She did not offer any help to we two O.A.P.'s .We struggled out to our car and luckily met a member of your staff,Mark who loaded our purchases into our car. Please thank your good staff and send your check out operator on a customer care course.”

Helpful Report

Posted 7 years ago

“I bought an item, which was delivered to the wrong building so I had to go on a hunt to try and find it. It was delivered to the building next door, I am not sure why. Then I wished to return the item and opted for a collection service which B&Q are supposed to provide. I wrote to them 4 times by email but didn't get a response. I then decided to call and the gentleman on the phone was very helpful. We arranged for the collection for yesterday. I stayed in all day waiting but nobody attended. I phoned B&Q today to say that nobody came for the collection, but was told that someone did attend but I wasn't in, I was told they took a picture of the front door of my building. That's unbelievable - I was in all day and instead of pressing my doorbell or calling my mobile phone, they just take a picture of the door and leave. I really do not understand the logic here. I told the woman on the phone that I was in all day and they just needed to press my doorbell (I'm in a second floor flat and I can't see the entrance of my building from any of my windows so this is really the only way they can let me know they are downstairs). She put me on hold for about 5 minutes and then came back and said that she had rearranged the collection for tomorrow. Unfortunately I had to tell her that I will not be available tomorrow and it will have to be Thursday instead. She huffed and then put me on hold for a further 10 minutes to sort it out. Would have just been easier if the woman had asked when I was free. Let's see if B&Q can arrange the collection correctly, and whether they ring the doorbell this time or if they just stand outside taking photos.”

Helpful Report

Posted 7 years ago

“Would never buy or getvthembto fit a kirhcen again, first we paid £50 for surveyor not bad you say, was given a day and time for him to come, 10 minutes after his allotedvtime he rings and says he's lost his van keys, yeah right! Were persuaded to go aheadcwith buying kitchen then on morning if fitting after packing all stuff ready, I had to one and find out where he was, oh he's phoned in sick (same fitter who 'lost' his van keys!!!! Needless to say I told them very nicely where they can shove the kitchen and if it wasn't removed from my property that day they could pick it up in the garden!!!! They are coming to collect and full refund!”

Helpful Report

Posted 7 years ago

“We purchased 5 boxes of the black Trentie wall tiles. We had to sort through all 200 tiles as many were scratched due to there being no paper between each tile. We had 2 usable boxes of tiles and took the others back to the store. The first Male assistant told us they are cheap and you get what you pay for! Thank goodness for Jill, who he delegated the job of finding 120 usable tiles to. And she missed her break because of it. We discovered all the boxes had the same problem and finished up removing the first 2 tiles from each box as they were the best. Yes I know they aren’t the most expensive tiles but they still have to be fit for purpose by law. I suggest B&Q remove all the black ones from sale immediately, so no-one else loses a whole afternoon sorting through them. P.S. I bought them because I like them, not because they are cheap. They’re a nice looking tile poorly packaged.”

Helpful Report

Posted 7 years ago

“We had kitchen fitted June last year . The washing machine was fitted as an integrated unit . From the time of fitting the washing machine vibrates on high spin rate to the extent that It bounces way out of position . The installer had many attempt to stop this without success . At various times 2 other fitters have tried to rectify the situation again without success . NOT GOOD ENOUGH . Customer service useless . I have been lied to , misinformed and spent days in waiting for promised fitter who did not turn up . I deeply regret dealing with B&Q and would recommend others to steer well clear.”

Helpful Report

Posted 7 years ago

“Travelled 45 miles , 90 mins driving time,, purchased valspar mix paint, wasn't shown mixed colour, when home it was supposed to be cream, it was BLUE, rang store, they said they would ring back,,didn't happen, complained to customer services online, they apologised said store would ring me,,,,didn't happen,,,complained again,,, they said store would ring me,,, hasn't happened,, what on earth do you do to get good customer service from this firm??? Really frustrating.”

Helpful Report

Posted 7 years ago

“bought 4 wardrobe doors they were fitted,,grandaughter 6 went to get an item got hold of the side rail it came adrift top roller just missed her head called b&q not a lot of joy you can have your money back i was told not being happy with that i insisted they were looked at chap came out i tapped the side rail it came apart thats no good he said photo it said someone will phone you up this afternoon no one phoned so i phoned them ah i was told it has to go to our quality people I said these doors are dangerous they can come apart,cannot do anything till they get back i was told,, the guy said they will have to come off sale guess what still on sale..still not heard”

Helpful Report

Posted 7 years ago

“I am absolutely shocked at how much I've been lied to and misled. As a well known company, i was expecting reliability of some sort, but i was so wrong. I ordered my kitchen in December and was told it would come on 23rd of Jan. When the date arrived and I didn't get my order, I practically called every single day and even visited the store on numerous occasions, I was given excuse after excuse and fake apology after apology with no real solutions put forward. It got to the point where I would speak to a new member of staff each time i called and they would promise to look into it and call me back but then they would vanish! It turned into a game of chase with me calling everyday asking to follow up with the person I spoke to last and being told ' they are on a break', 'they go home at 2', 'the admin lady has left', 'our system is not working', 'our system thinks there is an outstanding balance', 'there is nothing we can do', 'give me 2 days to find out' and then one by one each person would disappear and I'd never hear from them again! So ironic that there is no consistency whatsoever in any of their processes (deliveries, orders, complaints procedures etc) yet each member of staff was consistent in providing awful customer service: lying, making excuses and refusing to take ownership. Even after contacting the managers and expecting more from them due to their position, we were still let down and fed excuses. it got to Mid February and my husband decided that if all the staff were trying so hard to avoid us, perhaps we should confront them face to face. We visited the store because we wanted to cancel our order and get our money back. We was shocked to discover that the duty manager wanted to remain in his office and use one of the junior sales staff as a messenger, going back and fourth from his office to the shop floor in order to communicate. We turned up at store and we STILL couldn't speak to someone face-to-face? B&Q do you train your staff on customer service? do you pay your staff to sit in their office and avoid calls?? Yet again we were told that the cancellation process would be tedious and long too and we were better off letting them resolve it. we were assured that things would be sorted and we would get a call the following morning with a new delivery date. In the end we did get our kitchen delivered, but surprise surprise, we had to jumnp through hurdles for that too. we were told it would come on specific day and took the day off work, when we called to confirm (because they never ever call to tell you anything) they then said it would be delivered on a different day!! finally we receive our delivery but one item is damaged. The delivery person takes the rejected package and tells us that b&q will replace- when we call b&q they tell us that there is no paperwork or any notes on the system to say that we had rejected the item??/ so even their delivery people are incompetent. every person at every level of this company will let you down and in the end after you are stressed out and sick, you will wish you never ordered with them. stay clear - the hassle is really not worth it.”

Helpful Report

Posted 7 years ago

“ordered 12 rolls wallpaper from store which is now miles away after they closed our brilliant liitle store 0.5 miles away on Click and collect. collected wallpaper on arrival at home inspected it to find one roll bashed on one end and all rolls were differing batch numbers!!!!!!!!!!!!! even on their advice they say to get same batch numbers! called "helpline"? to be advised to return it miles(at my expense and valuable time with wear and tear to my vehicle) to store where the in-store staff would help (I doubt it I have experience of them already). B&Q were always expensive but now you can add useless to this too. My advice.....Don't spend hard earned cash at this company its not worth it. Oh and do Not use Click and Useless collect!”

Helpful Report

Posted 7 years ago

“My bathroom installation that should have taken just over a week took over 3 months to complete. The delivery date was not met and all the products were delivered in dribs and drabs over a 3 week period. My wife and I had to take additional time off work, our holiday was disrupted and we were both completely stressed out by the whole thing to the point of making us both very irate, confused and almost on the verge of being ill. They did not listen to complaints, promised call backs were never made, numerous telephone calls, text messages and emails were never responded to and on the odd occasion when contact was made they were rude and lied to cover themselves. The workmanship was shoddy at best, some items were damaged and the tiling and painting looks terrible. My family will never use B&Q again and I urge anyone who is thinking of using them to think again, don't get caught out like we did. Do NOT use B&Q. Its a pity I have to give them 1 star, there should be an option for no stars, or even negative stars. Once again do NOT use B&Q.”

Helpful Report

Posted 7 years ago

“3.2.18. Thanks to female staff member in paint mixing area at Derby Osmaston store. She advised that the Timeless Classics range had been discontinued, then offered to mix paint to the same recipe (Dusted Capuccino). Paint was mixed and issued within ten minutes. Thank you - good customer service.”

Helpful Report

Posted 7 years ago

“Person in store ordered the wrong size clad on panels, the delivery arrived a day late, the person on customer services then ordered the wrong thing again, delivery was 2 days earlier than told and uplift of incorrect panels did not happen on designated day. Now sitting with EIGHT incorrect panels in my hallway, no idea when they'll be uplifted, hoping the correct ones ARE delivered on Monday as promised. Have wasted 2 days waiting in for Parcel Force (so much for the call or text an hour before to give a delivery slot, it hasn't happened so far) and wasted nearly 3 hours on the phone and still can't get my kitchen finished. To be fair,the original order of the bulk of my kitchen was from B&Q drivers and went smoothly, plus the units etc are easy to assemble and reasonable quality for the price. It is their customer service and deliveries/uplifts from Parcel Force that have let me down badly”

Helpful Report

Posted 7 years ago

“Bathroom installation was terrible. Contractor cut corners and I did not get what I paid for. Delivery of goods was stressful with goods not turning up on the day using multiple days off. Trouble with getting sub contractors to do job, only when it was going to cost b and q extra money for the delay because I was using their credit terms, did they make sure they installed ASAP six months after ordering.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,598 reviews