B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

2.2 Rating 2,661 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,661 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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

“Under the circumstances of covid-19 B&Q have taken every step to ensure keeping customers & staff safe, secure whilst shopping. It is self service & card payments only which is understandable. I have been to many B&Qs & other retailers & so far hats off to B&Q. They actually have people in positioned to direct to areas & return to sections if example paint department is full. A special mention to Acton Branch in Park royal A40 the queue system is brilliant & the average time waiting is 10 to 15 minutes. Not so many customers are allowed in the buliding compare to other B&Q & retailers I have shopped in recently. Well done guys.”

Helpful Report

Posted 6 years ago

“Went to a shop for bits and pieces, found a nice garden table set but had paper sheet on stating this is only for display and have to purchase online, went online, says can buy only at the shop... 🙄 This week tried to buy a saw online but they dont have it in stock filled in the form online to ask when they will restock, at the end of submission of form an error appears, probanly would be the same phoning in.”

Helpful Report

Posted 6 years ago

“Staff do not wear any protection, but tell others to keep distance. Are allowed to talk ill of customers, shout at them and tell them to get out of the store. Today we witnessed staff member (Neal) talking to a customer near the checkouts, in relation to what appeared to be an Indian Couple at the checkouts, saying "You know these kind of people, there is nothing we can do", (this was after the man rushed to get something instead of waiting for the staff member), The couple heard this and asked if he was trying to be racist. A female staff member rushed from around 100m away, saying "Did you just call my colleague racist? To which the response was no, just said "Are you trying to be racist?", the female staff member shouted "That's the same as calling him racist, GET OUT OF MY STORE. GET OUT OF MY STORE RIGHT NOW". Unbelievable.”

Helpful Report

Posted 6 years ago

“We’ve just returned from the Bury store and I can’t believe how rude one member of staff at the trade entrance was. After spending over £100 on paint we were stood waiting to pay another member of staff shouted out in a very aggressive tone “whose paying,whose paying?”. When I replied it was my husband he said “ well you’ve got to go outside “. We have put up with poor service in the past but this is beyond rude. On a good note the lady on the paint counter is lovely and helpful.”

Helpful Report

Posted 6 years ago

“B&Q Doncaster - Horrific attitude towards customers by both the Store manager (Richard) and his team of very young and inexperienced "assistants" We wanted to spend £600 on a furniture set at this store and long story short, checked online to find they were the nearest store with stock. When we go there, the stock was in the warehouse but the "assistants" we spoke to couldn't be bothered to get the stock from the back for us and told us to "come back another day" - when we complained to the Store manager that we'd travelled specifically to that store as they were the only one within a sensible driving distance that had stock, we were then advised that we "shouldn't be making the journey anyway as it was non-essential travel", and he wasn't prepared to put one aside for us even though we were prepared to go back for it. What a delightful attitude - no wonder his team are untrained and rude if he leads by that example. AVOID.”

Helpful Report

Posted 6 years ago

“WENT THE XTRA MILE... Just retuned from St Andrews Quay branch in Hull and met with excellent service from a staff member by the name of Harry...no last name needed as was informed “that there’s only one Harry at this branch” ...let’s just say there ought to be more Harrys’ as B&Q needs them in these times ...5 star performance from one and only Harry”

Helpful Report

Posted 6 years ago

“Generally, staff at friern barnet outlet too immature to run a shop of that size and complexity. Poorly laid out, absurd winding queuing system supposedly to protect ( mostly young) staff. Avoid.”

Helpful Report

Posted 6 years ago

“Utterly ridiculous that you won't let people in with children. What the hell would you like me to do with them whilst I shop!!! Pathetic system, queued to be turned away. Will buy future purchases elsewhere rather than use B&Q!! Should be zero stars! Disgusted!”

Helpful Report

Posted 6 years ago

“Went to the paint mixing section today after queuing up 25minutes only to be served or should I say lack of it by two miserable women who were more interested in talking amongst themselves than to me. This store always had a lack of customer service but it has just gone recently really bad. Absolutely no customer service whatsoever. Not interested in helping customers. Would be a Minus star if I could give them one.”

Helpful Report

Posted 6 years ago

“Ordered a trimmer via click and collect at 12.52pm one day. Following morning got 2 emails 1 straight after the other stating goods not in stock and a refund issued at 10.15 next morning. Went straight down to the store and found product on the shelf! If your too busy turn off the click n collect option, hence the low score.”

Helpful Report

Posted 6 years ago

“Placed an order that I didn’t notice until later wasn’t due to come for 2 months in mid July. Decided to cancelled but no way of cancelling order online. Emailed customer service, 2 weeks later - no response. Tried to call. Directed to website then disconnected. Took my £667 pounds but no way of cancelling and no way of getting through. Disgusting lack of basic service”

Helpful Report

Posted 6 years ago

“Ordered a kitchen due for delivery 21 March 2020 just as lockdown started. It came on time. The kitchen is brilliant value for money. The advice on kitchen planning was excellent. Most imoressed”

Helpful Report

Posted 6 years ago

“Last week i visited chiswick B&Q and bought a washing line but whilst in the queue outside this customer drove over a small pot of paint in the car park spraying his 68 mercedes with white paint - there were lots of staff standing there staring so i said instead of staring get some cloths and help - there i heard the staff gighling saying what pratt does that ! 😡 so i went straight in store and reported the staff and spoke to the blond supervisor/manager who said ok i will.talk to them only to see the same manager and same staff eating take out on store tables laughing about the same situation ! Really B&Q is this what you employ ? Hope your customer service training is up to scratch ! 1. Train staff to assist customers needs and requirements 2. Ask management to deal with complaints with upmost respect 3. If managers and staff want to sit inside the store in a group eating take out using the store as a buffet style cafe dont let yourselves be overheard laughing at a customer misfortune.. Shocking ! 4. Lots of shops are shut at the moment and this is difficult times but to make this poor chap panic about his new car then all.laugh about it is shameful”

Helpful Report

Posted 6 years ago

“One star is too good. Pathetic levels of service. Ordered 6 pieces of c16 timber via the website as it was advertised as delivery within 4 days. Waited a couple of weeks without receiving any notifications...I sent 4 emails to them asking where the order was and when it would be delivered...waited several days more...spoke to someone on the telephone from B and Q who said they would speak to Metsa, the company doing the fulfillment, and get back to me. Left it at that. Received a txt from B and Q 3 days later stating that the order is expected to be delivered on 25th June - A FULL 2 MONTHS AFTER ORDERING! Waited on the phone for half an hour to cancel and get a refund. Useless. Ordered online from Jewson and got the timber delivered the same day - for cheaper. Trade Point....trades can't wait 2 months for a bit of timber. I could build a house in 2 months!!”

Helpful Report

Posted 6 years ago

“Placed an order 7th April delivery date 15th of April. Didn’t arrive, Here we are 5weeks and several request which have never been answered. What is the matter with this company they appear to want your order take your money “£630.00 in my case” and haven’t got the decency to reply to any request. GET YOUR ACT TOGETHER B&Q Are no higher managers or directors seeing what is going on.”

Helpful Report

Posted 6 years ago

“My dad and I were looking at artificial grass however didn’t understand the measurements as they weren’t specified well on the label. We then asked a woman named Susan for some help regarding measurements. I politely asked her if she could come help and her first response was “I can’t cut anything for you”. I told her I understood considering the situation however I just needed her to look at measurements. She agreed however with a poor attitude and her entire demeanour was very poor. She then came up to my dad and I and claimed she had no idea regarding any of the measurements and then tells us “if you move out of the way then I will come look at the label”. She had no manners at all when asking us to move so we could respect social distancing whilst she looked at the label, and also was entirely rude to my dad when he asked simple questions. She also kept reiterating she was unable to cut any grass for us at the time despite us telling her several times we simply just wanted to know the correct measurements. I would have appreciated if instead of being rude and have poor manners, she asked another member of staff to help us instead. Very poor customer service. However, my dad and I have received consistently positive customer service every other visit, and especially from the paint department who voluntary advised us on what we should buy and what would help us to most.”

Helpful Report

Posted 6 years ago

“Phone line that automatically disconnects everyone but kitchen customers and no response to online complaints card. Have just has some furniture break after mild use and no way to talk about replacement or a refund.”

Helpful Report

Posted 6 years ago

“Paid and ordered wood 14 days ago not delivered, customer service non existent Phones disconnected emails not answered and local store no help pursuing refund through PayPal as unable to contact B&Q. Why carry on trading if you can’t fulfill orders.!!!!”

Helpful Report

Posted 6 years ago

“Ordered a £2500 of kitchen units, in January, on the delivery day (March) they delivered about £100 worth of stuff. Contacted them loads of times only to be told that the order has been completed. Now all I get is automatic replies. Disgusting aftercare service. To be fair, never had a problem in store, but I've never ordered so much before. Shocking service.”

Helpful Report

Posted 6 years ago

“Ordered online , received confirmation email saying will be delivered within 14 days and would be contacted within 2 days for delivery date . That was weeks ago , tried all ways to to contact them including Twitter and Facebook and just get what looks like an automatic response from them to check out their questions and answers page . Have had no way of speaking to a person . They ask for patients and understanding during this time but where is their understanding that they have taken my money . They should be advising people that if they choose to order online they will receive no customer service and will not get their items . But they are happy to take your money”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,661 reviews