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

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

“Really poor service, staff are totally unhelpful and rude. Very disappointing. More specifically, the cashier at the paint shop was incredibly rude, does not even acknowledge customers - shocking attitude. I will not be back and will be sharing with neighborly groups on social media. No one should have to have this sort of experience.”

Helpful Report

Posted 5 years ago

“BQ Dumbarton Road Glasgow. Assisted by Luke (A Glasgow University Student just in case there is another Luke) who was exceptionally helpful and courteous to me during my visit. He wrote down numerous points, costs and requirements for me and really left me feeling valued. Thank you Luke.”

Helpful Report

Posted 5 years ago

“I needed to have some wood cut, and I called ahead prior to heading to go to the store, to ask if the saw was working, and I was told it was. However on arrival, I was told it had been broken for a day or two, I know you don't need to provide wood cutting, but at least tell customers the correct information, when asked. The staff at the trade counter were also just very rude and unhelpful. The store was in Romford, Roneo Corner.”

Helpful Report

Posted 5 years ago

“Ive been told because I hung 4 damaged doors I am not entitled to any refund . I had no option other than to hang them , joiner booked , decorating to do , date for carpet to be fitted . Bought 4 doors all 4 damaged . Useless 0/10”

Helpful Report

Posted 5 years ago

“Both in store and over the phone staff couldnt give a hoot in trying to get an item sent to the store or get info on when it will be in stock. Half arsed insinceer apology from customer services on the phone with no resolution.”

Helpful Report

Posted 5 years ago

“Would like to thank Ali (New Craighall Branch, Edinburgh) for his excellent service today. We really appreciated his genuine help and support. Thank you.”

Helpful Report

Posted 5 years ago

“Had 4 internal hard oak veneer doors delivered all 4 damaged . How do you get 120 LG’s of door back to the shop ?? Sent an email last week complaining but no reply . Shame I have to give a * it should be none”

Helpful Report

Posted 5 years ago

“4 visits to store 3 orders online and finally I get the 2 rolls of wallpaper I wanted. Wrong colour wallpaper sent 3 times and even a click and collect sorted out by customer service online and still got it wrong! Had to walk to get it myself!!! Absolutey disgraceful from start to finish!”

Helpful Report

Posted 5 years ago

“I am trying to get information on when my delivery will arrive even though the call centre number is on the email they asked me to call my local store who gave me another number after leaving messages haven’t heard anything back 4 weeks since I ordered still no delivery worst service I have come across.”

Helpful Report

Posted 5 years ago

“No one wanted to help. Made excuses and passed on to three people . No specialist knowledge. No one gave a dam there customer service was the worst I’ve ever experienced. They can’t survive in business much longer with this level of rudeness, lack of knowledge.”

Helpful Report

Posted 5 years ago

“Ordered online as store stock said 18 in stock and after 2 visits nothing so ordered online 3 times B&Q sent wrong colour wallpaper every time never again appalling!”

Helpful Report

Posted 5 years ago

“Looking for flooring tonight and thank you so much to Ian and mick who helped us from beginning to end. Fantastic service guys and thanks for all your help and advice. Nothing was a problem and first class service from both 👍”

Helpful Report

Posted 5 years ago

“Had to trek to castleford to order our kitchen units because man at wakefield could not be bothered. He said if we ordered it online ourselves we would get free delivery which we got anyway due to the amount we spent.he just could not be bothered unlike the lovely helpful man at Castleford.the man at Wakefield was a scruffy and smelly idle loaf !! But the man at Castleford was clean tidy and smelled of deodorant also he was extremely helpful”

Helpful Report

Posted 5 years ago

“Castlepoint... the worst customer service ever!!! Nobody to help... even if you ask... the “ team” talking between each other... if you ask any questions or ask for help they just firstly surprise “ how you even dare to interrupt “ then is just hands in the pocket and verbal directions!!! So many staff... just walking, talking and avoiding eye contact... just in case you will ask for any help or advice. Last time one of staff member said “ I don’t know im just till person no training provides “ shame.”

Helpful Report

Posted 5 years ago

“Diabolical customer service both at head office, online and in store. Wanted to buy product in sale, checked was in stock at my store and told yes. Drove all way there to be told could not find it!!! tried to order online and told system down! asked if could pay over phone and told no. Told to go to another store even though 20 miles further. Asked for item to be transferred. Told no. rang customer services who told me to ring store and if had in stock, reserve it and collect later in week and pay upfront to enable me to get it in the sale before ends next day, and as not my fault systems are malfunctioning. Rang store, told in stock but no way they would reserve it, and would not accept payment over phone. Told if I wanted it bad enough at sale price to get in my car and make the effort to drive 23 miles to get it! Awful, rude and ignorant. have emailed customer services for three days and had NO REPLIES AT ALL> Terrible company and does not deserve custom.”

Helpful Report

Posted 5 years ago

“Update to my earlier review:- Finished tiling my floors ( and very nice they look too). Ive ended up with 6.1/2 boxes left over, so I wanted to return 6 boxes for a refund, thought I would check first just to make sure before I loaded up the car (6 boxes = heavy load). Yes I could take them to Christchurch for a full refund, so off I went. Unloaded tiles from car boot to trolley and trundled into the store. OOps! unable to offer refund 'due to Castlepoint not closing down the order' best to take them there, they said. Re loaded the boot and off to Castlepoint now, fuming and spitting obscenities all the way. Arrived there and thought I would leave the tiles in my boot and just go in to make sure, they couldn't do a refund either!. Can you imagine the atmosphere in there by now? anyway after a friendly discussion between ourselves they decided to bypass the system, issue a refund then get their system sorted out and transfer the re fund after. This is an absolutely mindboggling way to run a company in this day and age. At least B& Q are now history and I can recover at my leisure.”

Helpful Report

Posted 5 years ago

“I £160 quid on storage boxes Paid additionally for lids Poor quality Still unable to separate 2 of them Wheels came of getting them to the car Really a lot of money for a very poor product My opinion”

Helpful Report

Posted 5 years ago

“Ordered kitchen cabinet doors on line had to wait for 14 days for them to be delivered. When they arrived the order was not correct 2 doors incorrect size and type, so phoned customer service and was told someone would be in touch. Waited until 6pm (all day) and decided to phone local store, they were very helpful and resolved my problem. Customer service were useless didn't seem to care,still waiting for my promised call back. Lesson learned, in future shop elsewhere. My thanks to Russ at the Bognor Regis store who sorted my problem, he was very helpful and appeared to be the only person from B&Q who wanted to give customer service”

Helpful Report

Posted 5 years ago

“I have had many, many B&Q kitchens. I paid over £6500 for the latest one. A now discontinued range. But it did have a 10 year warranty. Range of problems from poorly cut frames, poorly finished, wood, corners chipped and just laquard over. And the worsed big white blotches over 2200mm integrated fridge doors. And the reason given by high level complaints team (environmental damage). Which is strange because, 1 it has only just been fit, 2 I haven't cooked in the kitchen yet. And 3 there is no greater environmental different areas in your home other than the kitchen or bathroom. So what are you saying B&Q, buy a kitchen from us but it will not survive environmental differences of your kitchen. And even though you pay extra for your kitchen for your 10 year B&Q will not honor the warranty. And the attitude of we have taken your money, and we are not interested if you are happy or not”

Helpful Report

Posted 5 years ago

“Service was poor. I called to cancel the item within a 30min time frame and they were unable to do so. They said I needed to wait for the item to be delivered and then refuse it, however, the driver left an unwanted item outside of my door and forged a signature to say that I accepted it! From that, I then had to call several times to get the item taken back to B&Q and waited in all day to find that no one was coming to collect the item. Absolute shambles of a company! I will not be purchasing from here again!”

Helpful Report

Posted 5 years ago

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