B&Q Reviews

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

2.2 Rating 2,578 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,578 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

“Recently went to store at Hampton Hall.Gemma and the lady on click and collect couldn't have been more helpful.. Sourced loaded and took goods to my cat without question. Fast and efficient service from caring warm hearted staff, making.the visit a pleasure. Thank you”

Helpful Report

Posted 3 years ago

“Ordered and paid for a kitchen and fitting in full in Jan 22 for fitting in April ,was informed that 1 door would be delivered 1 week later than other items which was ok . During next few weeks had several calls etc informing items were missing off order and had to be paid, delivery was on 14april as arranged but when fitter checked items on 18th he found several items missing,1worktop missing ,store blamed computer system,1 door missing ,which was ordered but just not delivered,had to be reordered with a lead time of 4 weeks ,door due on 20th never appeared,store blamed parcel force,,reorder time was 6 weeks ,during installation fitter found several doors warped or damaged lead time ? Got so angry wrote to CEO who fobbed us off to executive customer care team,who were useless promised contact which never happened. Surely a company this size must have a decent stock control and quality control ? Doesn't look like it,they don't seem to have any redundancy i.e spare stock for damaged,missing items, unfortunately my problem seems to be the norm not an exception, company has my money but can't provide goods , surely someone in authority can take this up,sorry that I cant leave zero stars.So unless you are prepared to put up with all these issues I would strongly recommend that you go elsewhere”

Helpful Report

Posted 3 years ago

“We have just purchased 2 bathroom cabinets from B & Q. Disappointed to discover they only come with one glass shelf! The shelf for the larger cabinet is unavailable, the shelf for the smaller cabinet is available online only and you have to pay £5 to have it delivered as you cannot buy it in store or click and collect so a £6 shelf costs £11. Not happy.”

Helpful Report

Posted 3 years ago

“Recently ordered & installed Atomia bedroom units,which we were very happy with.However,due to an oversight by ourselves, we found we would have to modify the wall units.We visited our local store on Sunday to discuss this. We approached the two women at the desk in the bathroom/ bedroom dept, & were kept waiting whilst they finished their conversation (not work related).We found the attitude of the older lady very negative,almost as if we were an inconvenience. Not at all helpful,rather frosty & frankly patronising. Such a shame,as previously we had received a lot of help,from a young man called Josh,who couldn't do enough for us.The younger woman had a name badge.Her name was Lizzie & she wasn't too bad,but the other one( no name badge,wonder why?)was definitely uninterested in us,& made it pretty clear.Will return when other staff members available.”

Helpful Report

Posted 3 years ago

“My wife and I went to your Romford store and we could not lift or carry anything heavy due to I’ll health I asked one of the staff if someone could help us and a young man name of Mason came and literally did everything for us. He also took the trolley to our car and loaded everting in the boot. I would be grateful if Mason could receive our thanks and recognition from his employer for his friendly and helpful attitude.”

Helpful Report

Posted 3 years ago

“If I could leave zero stars I would rubbish from start to finish! Day before kitchen arrived told no cupboard doors available and other items no_one took responsibility for our queries so left with half a kitchen would never recommend absolutely appalling!”

Helpful Report

Posted 3 years ago

“Purley way b&q new Australia or new Zealand & the foreign little so called security person 😆🤣💋, asked if i could lock my ebike in there store why i looked for something both of them seem racist & a terrible behaviour from both of them there attitude was 💯 unhelpful & racist. NEVER GOING BACK TO THAT STORE EVER 💯💯😒💯💯👍.”

Helpful Report

Posted 3 years ago

“Ordered a kitchen in January was told full kitchen would be delivered April. Half was delivered the rest July. I’ve cancelled order and they collecting what was sent. Old kitchen removed and fitter was booked. Do not buy from these”

Helpful Report

Posted 3 years ago

“Nightmare! Ordered new kitchen last December, and still having problems. So unhelpful and can be so rude. Order was a shambles, items missing, wrong items sent! Sold us over £1000 worth of things we had no need for or were unsuitable, which had to then be returned. Still having problems now and we are in to April! Don't go near them if you want a trouble free installation.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting service. Ordered kitchen in December. Delivered in March. Lots of items missing and lots of un ordered items received. Now being told I have to wait to July for missing items to be delivered!!! This is a huge company that should be able to mass produce items. Why should I have to wait, when they have received payment in full in December. Avoid buying your kitchen from here.”

Helpful Report

Posted 3 years ago

“I don't normally leave reviews but Sam from Decor in the Enfield B&Q needs a special mention. There was a bit of a mix up with paints ordered this evening but he dealt with it in such a professional manner. He was incredibly helpful and diligent, most impressive.”

Helpful Report

Posted 3 years ago

“I've been to buy a vinyl tile for bathroom at Edgehill B&Q this morning.There was a staff member called Ray,he was extremely helpful,went above and beyond.I was finding it hard to carry the roll to the till.Ray may have realised this and he carried that and stood in a que with me and brought this upto my car.It was a great help for me as I was struggling with pain in my knee recently.Sucha a professional staff with a helping attitude.Ray is an asset for your company.Please make sure he gets this feedback.”

Helpful Report

Posted 3 years ago

“Arrived at the till as I have countless times!!!! And mention I’d not all I wanted as I could not find everything ,the assistant said she would check for me ( great I thought) Well she found what I needed ,showed me where to go , arranged trolley’s , helped me to the till and arranged my discount on my purchase!!! Wow wow wow one of a kind and all with a smile. Thanks for the exceptional service!! A huge pat on the back xxxx The name on the badge Shaz. The store Erdington. Thanks.”

Helpful Report

Posted 3 years ago

“My elderly mum has just had a delivery from DX of heavy items from B&Q 5 minutes ago. My mum was in the bungalow, they knocked on the door & before she could answer within seconds of the knock, the delivery driver left the items outside on the drive & my mum watched them drive off leaving her to carry the items which are over 3 meters long into the bungalow. I’ve just had her in the phone in tears. They didn’t hang around for her to check the items were correct or for a signature. They literally had to drop them in through the front door & I’d of gone round later to carry them were they’re going. Unprofessional !!!😡 The sales people have been great, it’s just unfortunate about the delivery service.”

Helpful Report

Posted 3 years ago

“I have placed a order online and and everything went smooth. But after I collect the product , when openning I realized that the item was faulty, and full of dust. For my surprise, when I went back to the shop they said: " this was returned to us by someone else ". I have to say that the customer service is 0!”

Helpful Report

Posted 3 years ago

“Had garden furniture (Colorado) delivered by Ken and David on 23Mar22. They carried quite a heavy box to the garden area and were very friendly and nothing too much trouble. Many thanks.”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“In September 2021 I ordered a Neff combi oven from B&Q with a delivery date for October to be fitted in January 2022 when I had my kitchen renewed. Before the initial delivery date I was informed that the item was not in stock and to contact to rearrange delivery for the following month when they would have stock. I was then told the item was not in stock for the following delivery and to arrange as before... in fact this happened every month until I eventually received the item in March 2022. Obviously by this point the kitchen had been fitted without the appliance so had to rearrange the kitchen fitter and electrician to revisit and install the item at a further £100 cost. The customer service team admitted that I was entitled to a 'gesture of good will' for the service I received which resulted in monthly telephone calls, 2 months without the appliance I needed and a cost of £100. I awaited the offer to have an attempt to be palmed off with £100 of B&Q gift vouchers. Have a think about that they expect me to accept a 'gesture of good will' which involves me spending the money I am out of pocket through their poor service in their store which they will earn profit off meaning it isn't even worth £100. We are talking about a large nationwide company who are forecast for a pre-tax profit at years end of up to £950 million who cannot possibly offer a small cash refund for poor service that has left a customer out of pocket. While renovating my house I have had to deal with a few large companies and refunds/complaints. Tile mountain offered a cash refund instantly for broken tiles, Oak Furniture Land offered a cash refund for a mistake in delivery meaning I didn't receive the complete order, and Wickes offered a refund on delivery when delivering the wrong item. I have also had nothing but positive interactions with Screwfix when replacing or refunding items I have bought. Bottom line choose any other company, some mentioned above, when buying items for your house.”

Helpful Report

Posted 3 years ago

“In store staff were really helpful, great range. All perfect until the tills, and some crabby dinosaur lady with a bad attitude spoiled it all on the self serve checkouts. Very rude unnecessarily”

Helpful Report

Posted 3 years ago

“Bought an item on line that was showing as available to collect in store in an hour, it was a washing machine so an expensive item. They called after I paid to tell me it wasnt actually available but will now take 5 days for a refund so I cant go an purchase another, ver misleading way to take my money and hold it for 5 days and waste my time. Dont Buy from here.”

Helpful Report

Posted 3 years ago

B&Q is rated 2.2 based on 2,578 reviews