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

“Warning to customers do not buy valspar… Warning to customers do not buy valspar paint! We went in to b&Q cwmbran (south Wales) had paint mixed started painting first half of wall was fine so put the other half in tray started rolling all hard bits in paint and going on wall! Took paint back with receipt to b&Q first of all very apologetic, then this older man came didn't want to see my photos of before and after offered me a refund so I said what am I going to do with my wall? That's your problem not mine he said! I said I beg your pardon! Still didn't want to look at my photos on my phone, there was customers at tills and looking across I've never felt so embarrassed in all my life at this point then he give me my receipt back after a few words and said your not getting a refund now! I said I be taking this further so I did head office they said the would sort it out and look into what happened but they never! Got my money back after 3 trips to cwmbran to see dean masters which wanted the paint back then didn't even look at the tin of paint. We out of pocket of £ 45.00 for sand paper, filler, and bought paint to redoing the wall Mrs r Watkins.”

Helpful Report

Posted 5 years ago

“Just a simple trip to B&Q turned into a nightmare. We went to Ashton branch to have piece of wood cut The saw was not working . So they said it's ok go to Stockport which we did on arrival we were told the saw not working but they rang Oldham there saw is working 100%. We arrived at Oldham to be told we be in for a wait as only one could use the saw and he on some other duties . So we waited 20 minutes for the wood to be cut I felt sorry for the man who cut our wood because it looked like such hard work for him as if we should be grateful for him giving us any time . sorry B,&Q BUT in future I will be going else where zero you scored in all fields”

Helpful Report

Posted 5 years ago

“A truly terrible, dishonest company that have absolutely 0 respect for customers. I bought a BBQ in their recent sale- took a day off work and awaited delivery. They decided to deliver part of the order - a cover - and not the £600 BBQ. Upon phoning them, they told me it was out of stock (and never had been in stock). Why did they just tell me? Because they don't care. They don't care about their customers. A bit harsh you might think? Nope. 4 times did I call up and get promised a call back within 4 hours. 4 times did no one bother to call me back. The cell center staff are rude, but worse than that are the dishonest staff in head office, who refuse to speak to their own customers. Have spent thousands with this company in recent years, I will never, ever, ever shop with them again. I hope they quickly go out of business.”

Helpful Report

Posted 6 years ago

“The wrong colour of blocks have been delivered! After talking with hub eventually was told yes the blocks do come in brown so why was I delivered grey? At the hub after some prising admitted they come in a brown colour after trying to tell me they were all shades of grey (not as shown on or as described on website). Still on my drive and still trying to get what I ordered after numerous phone calls. Still waiting, not good enough B&Q just get me what I ordered and stop passing the buck.”

Helpful Report

Posted 6 years ago

“This is what I ordered, that i received”

Helpful Report

Posted 6 years ago

“I was in the Bolton store for an hour speaking to 5 different people about wanting to order composite decking, each one of them have me different answers on how to order. The woman from gardening called Amanda was useless!!! She didn't even want to be there! Disgusting service. My mother who is from Blackburn was with me was appalled she could not believe how rude they were and compared them to the Blackburn store. Never again am I shopping here.”

Helpful Report

Posted 6 years ago

“do Not use B&Q! We had a new kitchen and bathroom fitted which wasn’t cheap and had the worst experience ever! The fitters are not B&Q fitters, they are sub contractors who if your lucky may speak English! The bathroom was so poorly done that it had to be ripped out and started again!! The kitchen was sub standard, shocking plastering! Basically B&Q took a whole year to sort! Customer services shocking! Homefit is a joke! One person doesn’t know what the other is doing! Waited a long time for things to be delivered and then Received broken goods! (3 times!). Had a whole kitchen in my living room for a whole month whilst they had to do the bathroom again! Bottom line they do not care! Caused me extreme stress and would say avoid them at all costs! B&Q the worst experience ever! I wish I had read reviews before I booked them in as I would have seen just how unhappy they make customers!! Also the fact they have been on watchdog 3 times says it all really! Awful company!!”

Helpful Report

Posted 6 years ago

“Worst customer service ever received by the most miserable, unhelpful person and bored employee!”

Helpful Report

Posted 6 years ago

“The flower pot coloured changed after using for about a month. B&Q always selling poor quality product, this isn’t the first time now, will have to remind myself not to go back again.”

Helpful Report

Posted 6 years ago

“Thought I would buy a watering can - there they were, right at the top of their high rack, completely out of reach. Now wheres the sales assistant.................”

Helpful Report

Posted 6 years ago

“What’s the point in selling wood too long to fit in a car if you never have anyone in your timber stores to cut it down for customers (Burgess Hill). Hate shopping ok B&Q; an archaic, dinosaur of an operation, surely one of the next retailers to hit the wall!”

Helpful Report

Posted 6 years ago

“Nobody available to help when buying a lawnmower. 1st assistant approached had worked there for three days and couldn't help, searched for another who didn't know anything about the products and didn't think anybody did. Terrible service. Will never go in there again.”

Helpful Report

Posted 6 years ago

“They literally don't care once they've got your cash so do yourself a favour and shop elsewhere. The masses of negative reviews should speak for themselves. They do not offer solutions and then just plain ignore you when it's made clear they're "sorry" and can't do anything to help. Utter shambles of a company.”

Helpful Report

Posted 6 years ago

“I made a £4500 order to be delivered in two weeks time. 1 week after the order, they call me and say they dont have the door of the kitchen units and I must rush to pick them up from their other stores as they wouldn't bother to arrange a delivery for them. 1 day before the delivery was due, they call me and say they dont have the kitchen dishwasher and they will not have it until next month. They offered no other solution, they told me just to wait or go to another competitor. And then they said, we are covered for this because we have put it on our T&Cs, this is how they cover their back. I am extremely unsatisfied”

Helpful Report

Posted 6 years ago

“My daughters bought me a Dremel for fathers day...unknown to them I already owned a Dremel. My daughters gave me the Dremel and the receipt and I drove the 7 miles to the Romford store to exchange it for another product... I did not want any money back but just an exchange for another product/s. I was informed by the NOT VERY HELPFUL returns desk operative that this could not be done. So know I have to drive to my daughters house...7 miles away, give her the Dremel and receipt and she has to drive 7 miles back to B&Q Romford and get a refund and drive 7 miles back home. Surely someone with a little commonsense in this company must realise that folk are given a present of B&Q wares and if they bring their receipt with the purchase and do not want a monetary refund just an exchange of goods this procedure could be carried out. Bye Bye B&Q's... I may have to pay extra at another store but you have now lost my custom and my companies custom...and to inform you that IN GEAR EVENTS...who spend a considerable amount of money in your store will now be purchasing elsewhere Glenn Clark”

Helpful Report

Posted 6 years ago

“Do not use the key cutting machine that B&Q have in-store I have been trying for sometime to get a refund from My Key Machine as it took the payment didn't cut the keys”

Helpful Report

Posted 6 years ago

“I have problem with the hinge positions on the overhead bridging unit. Took a photograph and went back to the Oldham store. The head of the kitchen department told me, curtly, i had fitted the wrong hinges, strange as the hinges came with the door retaining kit. After more disussions i was told that i would have to bring the unit back to the store to check which piece was wrong, the door or the cabinet. When I explained that unit was already fitted and it was obviously the door fixings that were in the wrong position I was told aggressively that I may have to return the unit itself. I explained the unit was fitted but was told I would need to dismantle it and return it. No mention of a representative coming to my home to asses the situation. The head of the kitchen department was quite aggressive throughout talking to me like i was some kind of idiot i would suggest B&Q should give some of their staff customer relations training. Stay away.”

Helpful Report

Posted 6 years ago

“I only went for a couple of deck boards and some citronella oil,everything I bought was priced incorrectly,deck boards at £5.25 each came up at £12.25 and 1 litre of citronella oil at £4 was actually 850 ml at £6,girl at till couldn't understand why I didn't want to pay more for a smaller bottle than the price on the shelf,this apart from the fact that the sticker on the shelf said 1 litre and the bottle is actually 850 ml,needless to say I'm buying it elsewhere.”

Helpful Report

Posted 6 years ago

“I ordered a kitchen and bathroom from Romford store, Total cost approx £7,500. The bathroom delivery had so many items missing i thought it couldn't get any worse for the kitchen but unfortunately the same was true. Plinths, cupboards, doors and much more were not delivered. Two weeks before i changed the original poor design, this meant I had to accept two kitchen deliveries and return the other once on site. Ridiculous situation to have to take delivery of two ovens, cupboards and doors etc because the store could not cancel the original order. My fitters pointed out the cupboards as designed left a 170mm gap top and bottom, i spent two weeks visiting the store daily to supply the fitters with the materials not delivered, a waste of my time and money. After kitchen was fitted it was obvious that the drawers were not soft close as paid for. The Romford store insisted the draws were somehow fitted back to front! Even after emailing pictures to the draw manufacturers who agree the draw mechanism was not soft closing the store kept insisting they were! Refitting the draws cost me another £150 which has not been refunded by B&Q. I would not use this company again under any circumstances.”

Helpful Report

Posted 6 years ago

“Ordered a kitchen and a bathroom from here could not fault the service we had hence the extra star ( and the fact you can't give 0) but from the start part the delivery was cancelled due to boxes damaged but didn't say what items it was turns out floor and taps was on that order then went into store to find out what had happened then said it was discontinued so then had to choose more flooring and get the taps again then didn't send enough tiles for what we needed in one week had to go into store 5 times to sort out things missing or not including such as connections for the oven, sent loads more plinths and pelmets for what was actually needed spent so much time in store that was on first name with three staff who knew the order nearly off by heart put in a complaint as it put the job over by two weeks and was only offered a £50 voucher. We are now recommending people to stay away from them”

Helpful Report

Posted 6 years ago

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