B&Q Reviews

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

2.2 Rating 2,630 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,630 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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

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

“WE recently purchased a kitchen from B& Q Llanelli store, our purchase was made easy by Paul who we have found extremely helpful, there were a few pieces missing , got in touch with Paul and it was sorted straight away, he just can’t help enough, we are so grateful to him for all his help,”

Helpful Report

Posted 8 years ago

“Had the product in stock, excellent price and great customer service. Very Happy”

Helpful Report

Posted 8 years ago

“disgusting service after taking my money everything went wrong diabolical”

Helpful Report

Posted 8 years ago

“I found the staff on the customer service desk quite nice when I visited this week . However I was there about two weeks ago and I found the staff on the floor very unhelpful . They didn't appear to be very happy in their job .”

Helpful Report

Posted 8 years ago

“Two separate visits (to the Durham branch), two separate conversations: Me: Do you have any raspberry canes, please? Assistant: [Pause] Ermm. No. We do have bamboo canes. _______ Me: Can you tell me where masking tape is please? Assistant: Masking tape? D'you mean duct tape? Me: No. Masking tape. Assistant: Gorilla tape? Me: No. Masking tape. You put it on glass to keep paint off it. Assistant: Dunno.I'll ask [contacts someone on two-way radio] _______ The staff in this branch are, basically, shop assistants who don't know anything about DIY, tools, paint or gardening. They have an unhelpful, casual attitude bordering, in some cases, on rudeness; they make you feel that you're being a pest if you ask a question (to which they're almost certain not to know the answer); there seems to be no proper staff supervision or performance management at all. A disgrace; shameful - don't go there if you can go somewhere else.”

Helpful Report

Posted 8 years ago

“Delivery of a kitchen work surface. Attempt 1: gave me the wrong time for delivery, but when they finally arrived would not drive up the lane as worried about getting through. Previously I have had a complete kitchen delivered by B and Q to this same address. Attempt 2: arrived with a smaller van, but only one man. The work surface is 3 metres long and 7 stone in weight. I assisted him to get up the 3 sets of stairs, to the detriment of my own health. The manageress at Wincanton (DX, who were sub-contracted under the name B and Q Deliveries) claimed they did not send less than 2 men out, and that it was the driver's fault (yes, that is what she said!). B and Q customer service did not respond to my first complaint, and when I called the second time told me it had been dealt with and that it was DX's policy not to deliver with two men, so that was it. Somewhat contradicting what Wincanton had told me. Not B and Q's fault, but the contractor's (yes, she said that!). So...B and Q are officially sending out 1 man to deliver 3 metre lengths of work surface...and clearly expecting the customer to lug it into their own property. The previous delivery I had of 2 doors was simply dropped at the doorway when I was not there. I am following this latest incident up, not least with Health and Safety, but it is clear that when B and Q say they deliver, they are not telling the whole truth as all deliveries seem to be via contractors and they seem content to blame shoddy and dangerous delivery practice on them. It is unfortunate how B and Q are steadily declining, but I am astonished to hear that they deliver 10 foot lengths of worksurface with one man as policy. Too bad for all the elderly ladies who will have to help carry the heavy and bulky items into their own property. A shambolic company nowadays. The customer complaints lady refused to refer me to anyone else to address my complaint initially, and they had not even bothered to respond in any form to my original complaint. Catch 22 : you complain, they write it on their computers and then ignore it. Totally unsatisfactory experience.”

Helpful Report

Posted 8 years ago

“My husband & I called into your store at Riverside Nottinghamshire today to look at designer radiators, without asking for help one of your store staff called Nigel approached us & asked if he could do anything to help us, we took him up on his offer and he helped us enormously with his advice & also pointed things out to us about the product that we had not thought of. He was extremely helpful & pleasant and I actually passed comment to him about this. Thank you Nigel. He is a credit to your Company. We shall be returning next week to purchase the product, hopefully Nigel will serve us.”

Helpful Report

Posted 8 years ago

“Off the shelf kitchen units and worktops. Available without order good quality great prices and they offer a really large discount to trade which is excellent. A man helpfully cut some of my products on a big cutting machine and was pleasant even though this is a free service.”

Helpful Report

Posted 8 years ago

“Ordered fencing, then I was given a contact number of delivery company by your online co to check on delivery dates. On doing so was told that, not only did they not do home delivery on this item, but had informed B&Q online several days earlier. having booked in a company to assemble the fencing, you can imagine how annoyed I was. If I could have given you no stars, I would. Consequently I will not be giving any further custom to your company.”

Helpful Report

Posted 8 years ago

“No protective packaging available when buying fragile items. Attitude of customer services was that they didn't care. Do not buy fragile items from b and q, they do not deserve your custom. Go to someone who does care”

Helpful Report

Posted 8 years ago

“On visiting the Fleatsbridge Poole B&Q today 17/03/18. To pick up a Log storage shed we’d seen previously on a visit. We could not find the pack in the Gardening section, so we went to see the two people on the Help and Advice desk to ask. The lady we asked didn’t seem interested or very helpful. And said the shed was only available online. Didn’t look it up, or offer to book one for us. Just said oh you can order it yourself. We thought strange and on looking in 5he garden section found about 20 stacked up. Poor show.”

Helpful Report

Posted 8 years ago

“I had builders in to carry out a number of home improvements including a new ceiling and downlights. They asked me to pick the items up and they would install them. I picked a load of items up from B&Q and when they came to install the lights they contacted me to say the ones I had picked up were not very good but they would install them if that was what I wanted. On their advice I picked other lights up from B&Q and dropped them off for installation. When I returned the other unwanted and unused lights back into store I had the misfortune to be dealt with by a member of staff who was obvious in her disdain in wanting to deal with me. In brief she was rude, snappy and ignorant. I have never been dealt with like that by a staff member in my life before. The nicer I was the more contemptuous she became. Eventually I had enough and so for the first time ever I sought out and spoke to a manager. I advised that I wasn't making an official complaint but would never be back in the store again and no longer even wanted the refund I was due. I left him to make arrangements for the refund to the charity Shelter. As someone who suffers from a disability requiring medication and oxygen the experience was most unwelcome.”

Helpful Report

Posted 8 years ago

“After much research I decided to use B&Q for the purchase of new wood work surfaces for my kitchen. Once I had located the items I asked for help. I then stood waiting for 10 minutes after asking a further two times to see if someone was coming. I was going to spend a considerable sum, but will go elsewhere.....I will not use the Darlington store again!! On the way out I passed four members of staff chatting with each other! Business is obviously that good you can be selective!! Poor service, poor staff, a managerial review would probably be in order!!!”

Helpful Report

Posted 8 years ago

“Had a complete bathroom installed by their fitters. Ordered in early October, install not started until mid December, not informed of the delay at the time of ordering. Expected one delivery, several were made even had some during the install. Some deliveries they refused to take upstairs so the hallway was cluttered for days at a time. During the fit he installed the radiator valves sticking out at different angles, complained like mad when I said they couldn't stay like that. Used tiles from boxes with 5 different batch numbers, some grey tiles were used instead of the brown, and insisted that he had checked them and they were all the same. Numerous leaks around shower enclosure that just had more and more silicone on making it look a right mess. After he had done, we got the installation manager round to point out the problems. One of the things she said was that the shower cubicles were not waterproof as it was still leaking a small amount. Called the BQ helpline to check whether they were or not they were waterproof and was told yes all their enclosures were definitely waterproof. A long list of things to fix was agreed. Different (at our insistance) fitter was sent round to fix the issues, he told us he was allocated 3 days. He took 10 minutes to decide that the whole bathroom should be redone again. Whole saga of deliveries again, different fitters did a much better job, still had leaks. One was so bad that a plinth needed to be replaced. Eventually we were happy with the state of everything. After a couple of months a large bubble appeared in the shower base. New one needed. When old one removed the problem was caused by a large hole in the floor that the two previous fittings of the shower base had not bothered to cover. One of the things that the first fitter did was cut the bathroom door bottom freehand leaving a wavy edge and a large gap. This required the replacement of all the doors in the house as they matched and the type of door was no longer available, BQ refused to replace the downstairs and only did the upstairs. When I rang to say some of the doors rattled because the trim had been fitted too far away, the installation manager said all the doors in her house rattled, not the sort of thing I would expect to be told, just accept the problem and have it fixed. My advice: keep well clear of BQ installations as their "expert" fitters vary wildly in ability and competence.”

Helpful Report

Posted 8 years ago

“I booked an apt on line for a free home design visit. A lady called Keisha rang me and spent nearly an hour going through all my requirements and booked an apt for me. She then called me a day or so later to advise that this will cost me £50.00 for a home visit, so we cancelled and I agreed to get back to her when I was ready to book a free instore appt. When I was ready, I emailed Keisha and left a message with a colleague for her to call back but received no call back. I then rang again and was promised a call back. I did not receive a call but Keisha then emailed me that evening and we agreed a new date for instore morning visit. The day before my apt I was contacted by a member of staff to confirm my apt however they had my apt as an evening home visit! I had to explain all the above and despite having an email from Keisha confirming my apt I was told I would have to make a new appointment. They said she had put a different time on a sheet and different on the system. This was the only day my husband and I could have attended together in this current month. I then had to agree to a new apt date where I would attend on my own. I asked for email confirmation of my appt. 3 days later after not receiving this I called them again to check appointments were booked. Keisha answered the phone. I explained that her colleagues had told me that she had not booked my appts correctly and she then accused of me being rude and threatened to hang up the phone. I asked to speak to her manager who was busy and would call me back. I wish I had read some of the below reviews before as I would not have bothered to even attempt making an apt in the first place.”

Helpful Report

Posted 8 years ago

“I ordered and paid for a bathroom 8 moths ago and am still waiting for a finished bathroom.They fitted the incorrect toilet and head told to collect the replacement from the post office depot !!!!After numerous phone calls it was you be delivered to the nearest store but it arrived damaged.Still waiting.”

Helpful Report

Posted 8 years ago

“From start to finish nightmare small kitchen to fit only units I had already cleared out the old units I was told 3/4 days to fit units no appliances no plumbing no electrics to be done only units to fit the job went on for nearly four months yes I did not make a writing error I did say nearly four months and must have had 5 fitters over this time to sort out the mistakes badly fitted units to walls wrong size units delivered cuts all out of shape many deliveries and collections of wrong /broken goods some of the fitters did not have a clue and said to me that they had not fitted some of my type of units before what a joke they are sent round by B&Q and I was told they were some of the best fitters they have we did get a small discount after some time saying we will go to court for stress related illnesses please avoid at all costs lowestoft”

Helpful Report

Posted 8 years ago

“brilliant, went out of their way to help (in particular, Joyce at their Northwich store)”

Helpful Report

Posted 8 years ago

“I am totally disgusted and will never get home delivery again. A few cupboard doors were delivered on a pallet and the driver wanted a man available to off load it. Nothing said about this when I ordered it.”

Helpful Report

Posted 8 years ago

“Customer service and quality regarding a faulty kitchen was dire. Kitchen delivered in October 2017 and still dealing with Head Office as over 90 per cent of kitchen being faulty. I have been offers £300 compensation as a good will payment after spending £13250! Total disinterest in any problem I have with a terrible experience. If you value your sanity do not deal with this company!!!”

Helpful Report

Posted 8 years ago

B&Q is rated 2.2 based on 2,630 reviews