B&Q Reviews

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

2.2 Rating 2,602 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,602 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

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

“Large bales of compost usually cost £8:95. Since this lockdown started they are only selling smaller bales for £5.95. Which works out at almost half as much again of the big bales. Rip off merchants. Lets see if bandq allow me to repost this negative review.”

Helpful Report

Posted 4 years ago

“B&Q was the most unpleasant, disappointing and terrible experience ever when shopping online. Firstly, the store processed an order, made me pay for it and only after they messaged me saying that the items were out of stock. Secondly, once I tried to pay with my debit card and the website couldn’t process it, I finished paying via Paypal. My surprise was that they charged me twice. The paypal that was the confirmed one, they processed a refund but the other one, I had to contact my bank, get details and pass them the info to have this cancelled. Basically, I paid twice for an order with items that were out of stock and have to wait for a week to have my money back only because the store is the most disorganised and unprofessional I saw in my life. Never, never more.”

Helpful Report

Posted 4 years ago

“Really Bad customer service. Tried to add to my delivery address my company name because there is a few companies in the same postcode, and they don't let me do it.”

Helpful Report

Posted 4 years ago

“If i could give a 0 I would, brought a kichen from B&Q, absolute worst experience ever, everything they did was wrong start to finish, we had to wrip all the splash back down as it reacted and still have had no apology, i dnt know how they get aa much business as they do non of the staff have a clue waste of time”

Helpful Report

Posted 4 years ago

“the staff have no idea customer service are as bad the quality of products has fallen I thought wicks were bad hard to say who is worse to be honest don't go to either anymore both are shocking”

Helpful Report

Posted 4 years ago

“Paid for a kitchen and installation but B&Q didn’t bother to book a fitter. They only told me they couldn’t fit it after delivering the units in late April. They gave me 90 minutes to either cancel or find my own fitter, or accept a new installation dat in November. I’ve been battling with their incompetent escalated complaint a team ever since...latest joke is that they sent a cheque for part payment of the refund and it bounced.”

Helpful Report

Posted 4 years ago

“I ordered a planter for my daughters birthday to collect it the next day .within 30 ,minutes I had a phoncall to say it was not in stock. I was clearly disappointed as I just paid £50 . I said preferably I would like my refund immediately and the response i got was a correction on how I pronounced the word preferably . And then a thankyou for my attitude . I was upset about being told the item was out of stock but I certainly did not have an attitude and now I'm left wondering whether or not I will get my refund. There was no apology at all for the inconvenience of this and I don't see why I have to wait 7 days for a refund . I will not be shopping in b and q again.”

Helpful Report

Posted 4 years ago

“Can you give no stars? Just phoned B&Q to confirm delivery of a heated towel rail that should have been delivered today (ordered 2 weeks ago) only to be told the order had been cancelled. No email, text or phone call to advise. And no refund! No senior managers in the store to speak to. What an absolute s**t show. Head office will be hearing from me.”

Helpful Report

Posted 4 years ago

“I placed an order mid April, got charged fully within few days. Scheduled delivery, got message when it will arrive. Book leave from work, waited all day, no delivery. Not even a phonecall. Took me 4 days to chase, rebooked delivery date, again took a day off and again no delivery. At no point was anyone from B and Q in contact with me. Spent time on chats and phone to hear we are sorry we are escalating it. Nothing. Cancelled order. Found out today that order wasn’t cancelled. Got a phonecall about delivery. Cancelled again. Got refunded partially for what I ordered. Took another phonecall to sort it out. Staff refused to tell me their name claiming it breaches their data protection. Yet they have all my details, I sliding what I ordered yet I had to tell them what I ordered. Will tell everyone about this experience and will never shop at B&Q again. Worst customer service and service in general. EVER”

Helpful Report

Posted 4 years ago

“Bought a Cooke and Lewis sink which carried a 15 year guarantee, after 8 years its leaking from the corner. After many many calls and no positive response im now told I need a receipt as my order is on the old system. A big cop out if you ask me, they even tried to say that they may give me a proportion of the amount based on the time I've had it.....rubbish a guarantee is a guarantee and they couldn't show me this. This company are bandits, they take your money and have poor after sales”

Helpful Report

Posted 4 years ago

“Very poor customer service .I placed an order online and after few days they just cancel without any explication.I spent days for nothing waiting for delivery.”

Helpful Report

Posted 4 years ago

“I visited your kitchen section today in Southend. No base units on shelves in three sizes I wanted. Found 3 staff sitting on computers where I couldn’t enter as all sealed off. Asked one of them (a young lady with blond hair) If she could help me. Very reluctantly said ok, in a tone that made me regret asking for help. Proceeded to the section in question and realised there were no sizes of units that we required. Said can’t get any down from top as machines all broken. I asked when more would be available... don’t know. ‘How do I buy them then?’ I asked... ‘Can’t help you, I don’t know!’ Her attitude was so rude and totally ruined my experience. I drove to Wickes in Rayleigh and obtained everything I needed but very helpful staff! Never again will I shop in B&Q Southend. Rude is not the word! Thanks for ruining my day with your sticking attitude!”

Helpful Report

Posted 4 years ago

“Let me start by saying the only reason I have giving 1 star is because a star must be given! Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had bring out in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. Which turns out they did not do this. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock, and would be delivered on the 12/05/2021. To which nobody within B&Q thought it was appropriate to inform us. The oven has not been delivered as promised.So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise my 3rd complaint, as B&Q have decoy to close the first two down with out speaking with me. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens.”

Helpful Report

Posted 4 years ago

“Fobbed off with damaged sink - click and collect from Trowbridge so I didn't realize until I got home. The box was ripped apart, filthy and taped back together with Selotape. The sink is a black granite composite and had scratches all over and a corner knocked off. What a shower of con-merchants. Avoid them unless you can fully inspect the item on the day.”

Helpful Report

Posted 4 years ago

“Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had been put in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock. To which nobody within B&Q thought it was appropriate to inform us. So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise a further complaint. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens. Sammy”

Helpful Report

Posted 4 years ago

“I paid click and collect- told to collect at 6pm as outlined it was ready to collect on the order page for 5:50pm Went to store to collect told it’s not available. Go home and wait! Manager was extremely rude and did not help me. Bnq are demonstrating fraudulent activity by way of taking my money without providing my product. I would not have ordered the item if it was not available. I see no reason why the store should keep hold of my money for 3-5 working days when you they took my money immediately! I am not accepting that their was a system error. It’s a load of rubbish! It’s THEFT! I Was then given a number for customer services however LOL the number was unavailable and disconnects after a short voicemail- Yet; online it states until 8pm! I cannot believe that this company can be allowed to do this! Well looks like Trading standards will have to step in.”

Helpful Report

Posted 4 years ago

“Total Garbage company, delivery service is a total disgrace! I will never use this company again or any sister company in Kingfisher plc lies, failures and failures it is a shame it took me 5 or 6 deliveries and thousands of pounds, I don't mind the odd failure or being told they cannot make it, but a 100% failure record....”

Helpful Report

Posted 4 years ago

“Ordered compost and they failed to deliver on the specified day despite customer services insisting that it would be, (this was after a 32 minute wait on hold) My recommendation is if you want something delivered use Wickes.”

Helpful Report

Posted 4 years ago

“Just been to sidcup branch to collect an order after receiving an email saying it was ready then received email saying wont be ready until tomorrow spoke to so called manager very rude man no qualities in customer service cancelled my order without my permission wi never shop here again plenty other DIY shops one lie after another avoid at all cost”

Helpful Report

Posted 4 years ago

“Went with friend to Gt yarmouth BandQ Trying get wood cut for shed roof. Pushed from pillar to post nobody anywhere would help or give info. No interest or help from staff. Went to Jewsons around corner verh helpful couldnt do enough for you. Wont be going band q again I will be going to JEWSONS.VERY HELPFUL.. GOT EVERYTHING HE NEEDED NO FUSS. D.”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,602 reviews