B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

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

“DONT USE B&Q HOMEFIT!!!! Recently had a kitchen fitted paid £10,000 upfront first big mistake. There as been some shoddy work done by the fitter, paid a lot of money for solid wood worktops and they have not been sanded and oiled to the standard they should be. Had the manager out who took photos but since then heard nothing. They really are not bothered once they have your money. Please do not use this truly awful company.”

Helpful Report

Posted 7 years ago

“I ordered my bath room and payed for it in full back in February 2018 and was given a fitment date for Monday 09/07/18. Just before this date I received a phone on Wednesday 4th July saying the fitter is running a day late, then on the Friday I was then told there was no firm date as the fitter had left the company. I also telephoned customer services and made them aware that when the bathroom was delivered the sink ,sink taps and bath taps were missing and to this date I’m still waiting for these parts to be delivered. I was then contacted to say that the appointed fitter was on holiday,however ,they have pencilled me in to fit the bathroom on Monday 30th July,however , they said this is still to be confirmed . I have also been into the shop in Coventry to complain and was promised that would sort this mess out,which they haven’t .Its now Thursday and despite contacting them I still don’t know if they are coming on Monday. They say they will phone you back and they don’t, and when you contact them know body seems to do anything thing, Absolute rubbish customer service and appalling communication.The worst company I have ever dealt with ,with out a shadow of a doubt.”

Helpful Report

Posted 7 years ago

“The most farcical, amateurish and stressful customer experience we have ever encountered. Would advise anyone to never undertake their fitting service. There is a reason it's cheap.”

Helpful Report

Posted 7 years ago

“I was treated poorly by the workers. They were very patronising and rude.”

Helpful Report

Posted 7 years ago

“wanted the £2.50 decking boards on website kilingbeck Leeds have them so as junction one Leeds. so goes to kilingbeck first no boards have not had them for weeks none on order so goes to junction one no boards . only at £5.25 each . it on website but not in store when ask some one must have just got them .”

Helpful Report

Posted 7 years ago

“Purchased a new Kitchen and bathroom and had it installed by B & Q and its been the worst experience of my life, absolute disruption, distress and constant inconvenience - a lot of products were damaged or faulty and had to be replaced, kitchen only been fitted 4 weeks and items are not working - had a cooke and lewis cooker hood that didn't work properly - got another one brand new and this one now doesn't work. Still dont have a fully functioning bathroom after 7 weeks. B & Q seem to get everything wrong and i wouldn't recommend them to anyone.”

Helpful Report

Posted 7 years ago

“I ordered a fitted kitchen in mid June which was paid for in full. I was told today, mid July that they no longer offer the service to fit the kitchen. I spoke to someone in the company who advised me that B&Q making plans to remove this service a while a while ago, and that people were being redundant up to 6 weeks ago. (before I bought and paid for my kitchen). They have that promised a service which they were aware may not be facilitated, and have not honoured those customers who have already committed to them in good will. There are other companies with much more integrity. Avoid at all costs.”

Helpful Report

Posted 7 years ago

“Can’t place an order on the website. Technical Error for a week! Called Customer Service 4 times in 4 days for them to place the order. Same Technical Error. On the 4th call I asked to speak to someone regarding the error and the fact that I have now lost a week of my very small window for my project and got put through to Bulk Items so they could put the order through for me. Guess what? Technical Error! I have £800 of order in my basket and can’t spend it. Maybe £800 isn’t a big order in the grand scheme of things to them but this project is important to me and if anywhere else had all the items I need, I would be going elsewhere. B&Q has me over a barrel and they know it. Who takes a week to fix a Technical Error on a website?”

Helpful Report

Posted 7 years ago

“Spent £6,600 on a kitchen. 6 doors never turned up and 13 handles (omen!), reappointed, no doors or handles! Another call from B&Q reappointing for next week, doors only, handles out of stock. Handles could be found. Theres 5 in my nearest store, 10 in a store 50 mins drive! Customer service gave me some rubbish about different parts of B & Q, i'm not interested in there politics. The answer to me was to pick them up! , which contradicts the earlier comment they made to me, my reply, call the 2 stores with stock and get them posted!! Wait goes on....zzz”

Helpful Report

Posted 7 years ago

“I ordered a bath off B&Q website, spoke to an advisor and was assured I needed a RH bath, so this order was placed and sorted, delivered after a few days...however the bath they ordered was not what I expected of a RH bath; I sent photos in and asked for the opposite to be delivered...after a few more days the WRONG BATH was delivered again, regardless of seeing the photos they sent the same one out again! After speaking to 5 different advisors I was then advised that B&Q are opposite to everyone else and I actually need a LH bath; so they told me it would take a week to get this rectified and sent out which was just unacceptable! Most advisors were clueless! very unhelpful! Disgraced at B&Q! DO NOT RECOMMEND! STAY AWAY!”

Helpful Report

Posted 7 years ago

“ordered online a hedge trimmer, next day delivery was free, text sent hour before delivery. thought this was great. Delivery arrives no text, asked about the text, 'don't do that mate' and handed me a box with a shower, when I said ordered a hedge trimmer he simply took it back and drove off. Have emailed 3 times in 3 days no reply no hedge trimmer. Don't deal with these people. Off to trading standards.”

Helpful Report

Posted 7 years ago

“Do not buy akitchen from B&Q go elsewhere, after 6 wks still waiting for parts to be delivered. Incomplete order from the start which delayed fitters carrying on fitting kitchen. The hassle phone calls visits to the store trying to get the job finished has been so stressful but nobody from B & Q gives a dam. We were told half our order had been given to someone else, then we were told it was out of stock from Customer Service. Order numbers dont match products it has been a complete disaster cant stress enough do not buy from B & Q warrington its cost us so much in telephone calls, trips to B & Q and paying for joiners time lost beause of no delivery if kitchen. You cant speak to a manager, just Customer services who are hopeless!!!!!”

Helpful Report

Posted 7 years ago

“After ordering a bulk order which you state arrives the following day, I find out that my order will actually take 8 days to be delivered even though it is in stock. Very poor service after phoning 3 times to speak to someone then finding out that your order will take this long. Wish I had spent my money elsewhere which actually has a good customer service and good delivery options. POOR SERVICE!!!!”

Helpful Report

Posted 7 years ago

“If I could give 0 I would. This is aimed at the HOMEFIT SERVICE! NEVER USE THEIR HOMEFIT SERVICE! UNBELIEVABLY DISGUSTING AND HORRENDOUS BEHAVIOUR BY THEIR STAFF. MY REQUESTS FOR REPAIRS HAVE NEVER BEEN LOGGED IN THEIR SYSTEM AS WELL AS THE VISIT FROM NAVAL (A MANAGER) WHO INSPECTED OUR BATHROOM AND TOOK PHOTOS. THEY PUT DOWN THE PHONE ON PURPOSE OVER 5 TIMES TO A CANCER PATIENT. THEY ARE DISGUSTING STAFF AND TAKE YOUR MONEY. WE WILL BE TAKING THIS FURTHER! ABSOLUTE DISCRIMINATION AND BREACH OF CONTRACT. DON'T EVER USE THEIR SERVICE!”

Helpful Report

Posted 7 years ago

“I was in my local branch in Grest Yarmouth, my mum who is in her 60's needed assistance in the garden centre, she asked at the customer service and a call was put out, but after 10 minutes we gave up, walked from the garden centre into the store and there were four members of staff stood chatting, when I did get near, as I thought they may have been looking for us, they all walked away, not a happy customer at all and very disappointed.”

Helpful Report

Posted 7 years ago

“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

B&Q is rated 2.2 based on 2,618 reviews