B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My local branch must have staff that have the lowest moral I have come across. You ask for assistance at the customer service desk they radio for help after fully 10 mins and no help, I left. On another occasion I asked about a plumbing part from a male member of staff, the response I got was if we have anything they’ll be over there but he did not make any effort to assist. This is typical of the Cumbernauld branch”

Helpful Report

Posted 7 years ago

“Shocking. Order didn't arrive and no one seemed to know exactly what had happened. I paid for a next day Sunday delivery and the order took 4 days. They kept telling me it would arrive and wasted my time and cost me money with a decorator waiting around. Won't use again. They even tried to hold off on my refund whilst the goods were an route back to them with the courier.”

Helpful Report

Posted 7 years ago

“2 out of 4 radiators I received were damaged on delivery. The delivery man literally chucked them out of the van, dragged them across my patio and as a result damaged 2 out of 4 with dents and severe damage on one. The delivery man would not take them back. I called B and Q customer service and explained and they insisted it was my fault that I didn't return them back with the driver when they very well know that THEIR policy is to arrange returns. The lady on the phone loudly shouted at me, repeatably telling me it "IT IS YOUR FAULT" and these are the exact words she used. I maintained calm and polite but was really upset. They finally offered an exchange but the item is out of stock. I am left with extra plumbing costs as I have to bring in the plumber in again to install the replacement, and now I have to choose another radiator which won't match the one I already have installed in the living room. I asked to speak to the manager and was not allowed to talk to the manager because the manager "is busy managing the team" was the excuse I was given. They manager via the customer service assistant offered £35 off a damaged £235 radiator or nothing. The service is disgrace and the worst I have ever experienced. A horrible experience.”

Helpful Report

Posted 7 years ago

“Stood at Enfield branch for an hour at tradepoint and still no one on the order point not bothering now shall go elsewhere from now on if i treated my customers like this i wouldnt have a buissiness”

Helpful Report

Posted 7 years ago

“DONT USE CLICK & COLLECT SERVICE. Website says things are in stock.. you pay £100`s for these items.. then they email you saying actually there is no stock, but we`ll keep your money for 5 days.. They are earning a fortune doing this to people on interest”

Helpful Report

Posted 7 years ago

“I put an order on the 8th of June for bulk delivery. The date for stock to be delivered was 19th so we prepared everything to take that massive amount of stock into our garden. Unfortunately on the 19th only one small package came in. We contacted customer service to find out whats going on - we were told that the rest of order did not come through the system however they took money for that. The delivery was re-arranged for the 21st and we were sent as well a text message a day before confirming delivery time slot. Again, we moved everything to take stock in and again it did not arrive. Trying to contact their customer support we were put on hold many times, waiting for somebody to explain what is going on. Again, somebody said that there was a system failure and order need to be booked in manually. We have lost our holiday taken especially to do our garden project. Disgrace and waste of time. We cancelled order and asked for the refund - we will see how that goes taking into account problems we already had.”

Helpful Report

Posted 7 years ago

“No staff on the shop floor. Wrong prices registered at checkout. Stock very low. Woman on previous checkout closed the checkout in front of me without even speaking to me and then she walked away. Had to request help on next self-checkout. None was offered me although I am a woman and 67 years old. When I pointed out a discrepancy on the checkout price, I just received a shrug, so gave up and paid anyway. In 15 years of using B&Q, I have never received such shoddy treatment. Would have preferred to give 0 stars, but option not there”

Helpful Report

Posted 7 years ago

“Popped in to kidderminster branch to purchase some turf. Only 2 tills open and at least 30 people in each queue. The pensioner serving on the till i was waiting to get to had an issue with his till. He put out 4 calls for help even asking for a duty manager assistance which were all in vain. The queues by this time resembled a football terrace . No wonder british shops are closing. I could have grown grass from seed quicker. Will be going to Home base next time”

Helpful Report

Posted 7 years ago

“same as below if there was a no star option i would have chosen that...Must have made over 30 phone calls and have the call log to prove this...They sent us a text to say delivery on thursday my girlfreind booked the day off work and nothing after more phone calls and being promised somebody would ring us back 3 times it was finally delivered saturday morning..Absolutly shocking service even there own fitter had been trying to chase it up and said somebody had been lieing ..Hardly fills me with confidence them coming to fit it today after the experience so far...if it hadnt been this far down the line id have binnned the whole order...Shocking..”

Helpful Report

Posted 7 years ago

“Only giving One Star because the option of no Stars isn't possible. Worst customer service I have ever experienced. B&Q delivered damaged goods that weren't fit for purpose and couldn't of cared less. One item was missing completely. Totally uninterested and unhelpful. They clearly don't have any customer service training. Will never buy anything from B&Q again.”

Helpful Report

Posted 7 years ago

“Delivery agreed, times changed twice, then delivery left vm to say delivery won’t be made. Phoned numerous departments as we have a fitter booked. No help what so ever from b&q Cardiff gate or their vender.. wouldn’t purchase a paint brush from me them!!! Disgraceful service”

Helpful Report

Posted 7 years ago

“Went to the store and waited to be seen by the staff who arranged an appointment for a home visit as wanted a new kitchen and bathroom, the morning of appointment, due at 10am they phoned at 9:30 and said they won’t be coming and they will phone me back with another appointment but they never did, I’m disabled so took a lot for me to be up and ready for that time, there loss of al T of money I will take elsewhere no wonder companies go to pot.”

Helpful Report

Posted 7 years ago

“Do not order anything for home delivery. The following refers to Ilford branch. 1. Bathroom tiles to be delivered after 8am we left in back garden at about 7.20am when no one at the house. We did not notice delivery until the afternoon when we contacted the company to find out when being delivered. 2. Interior doors left supplier and disappeared without trace. Money refunded but told we would have to reorder. Did not bother. 3. Wood flooring not delivered on the Friday it was due as order not properly processed. New date arranged for following Monday between 10am and 12 noon. No delivery during that time and when contacted was told it was out for delivery by contractor who could not be contacted. Not until after 5pm did we find out the order was still in the warehouse. Finally delivered yesterday but delivery men refused to bring into house as per the B & Q commitment. My wife was told one of the men was only the driver and the other said items too heavy to carry. Boxes left on driveway and myself and builder had to carry in when I got home from work.”

Helpful Report

Posted 7 years ago

“I was in cumbernauld branch on Monday i was buying some plants. The plants i was buying were really dried out, when i spoke to the checkout woman she said they just need some TLC.. she (an old woman did not get her nane) charged me full price for inferior goods....she had no customer skills was not a people person at all. I will not be buying from B and Q anytime soon because of her attitude....i think you should be focusing on your staff training. I wad in store at 14.57. Receipt no 248420”

Helpful Report

Posted 7 years ago

“Warning Don't expect any spare parts Tried to get replacement charger, (lost mine) after a lot of time wasting and misleading information B&Q fobed me off with Spares Giant still waiting for some form of response after a week, not hopeful. Product is good but B&Q do not care about aftersales. Never again will go to a reputable dealer in future.”

Helpful Report

Posted 7 years ago

“Santini cream gloss kitchen is awfull not on display with good reason fitted 75% not bothering with rest gets worzr as each cabinet amd door goes on theu dont join up doors have ugly gaps expensive rounded corner unit has a gap bigger at top than bottom dont need to open doors can see whats inside without having too !corner unit open two doors to gey into one does not work practically and no one from b&q cares no response from email and cant help when phone customer"care" their having it back and cancelling finance "dont buy"”

Helpful Report

Posted 7 years ago

“45 minutes waiting to be served... Useless Wigan Store. Here's an idea .... Employ some of the millions that are out of work and maybe, just maybe people will get looked after in store.”

Helpful Report

Posted 7 years ago

“Went to Oldham store, 14 people in the queue, 1 cash desk open, no self service. Left without buying what I wanted. Lots of complaining going on but no staff opening more tills.”

Helpful Report

Posted 7 years ago

“Ordered garden furniture on line. Delivery arranged for one week later but text came through saying there was a system error and they would be in touch. No delivery and days with no further contact. I emailed to check status to be told a delivery arranged for a week and a half later. Delivery driver arrived with no products in his van(you couldn't make this up) Called customer services to be told items were cancelled by someone and now out of stock for next few months. Not great. Incompetent and poor communication and service. To top it off furniture still being advertised on website and still able to order. Get it together B &Q”

Helpful Report

Posted 7 years ago

“Customer service below any standards. My shower screen exploded when nobody was in the bathroom. They offered me a replacement I have requested a refund but they are unable to provide me with it. My wee daughter could have been injured twice as while installation a guy put his foot and made a big hole in my ceiling. Absolutely disgusted. DON't GET A BATHROOM FROM B&Q !!! DON'T get anything from them !!”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews