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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118

Anonymous

Anonymous // 01/01/2019

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

“My email to their CEO which runs through my recent issues... his is the story of my week (and a bit) trying to buy a kitchen from your business. I went in around a month ago and completed a plan. It wasn't the smoothest experience as despite your online review sand feedback I went ahead as we liked the kitchen. After much back and forth (often with me chasing as your team don't seem to like responding to emails or calls even back then) we finalised the design. I went to Home base they matched your price minus 10%. I spoke with Jamie and he agreed to match that price with a £50 clincher to seal the deal. We agreed. I was very clear at EVERY POINT about how we obtained our price. This past week I needed to get final conformation of the price to go ahead - we are starting the project in 4 weeks time. It’ s been an utter nightmare with unreplied called, emails and rudeness from your staff. I have sent 7 unanswered emails to the story across the past two weeks chasing design revisions and pricing. I called Thursday and spoke with Alan who informed me that Neil would get back to me that day to confirm the pricing. He didn't. This is on top of leaving messages on your spaces portal which also have been ignored. I Visited the store today on the off chance this could be resolved face to face as it appeared people didn't like to return emails or call me back. When I arrived Emma was busy but three members of staff talking to each other for over 10 mins, ignoring me standing in front of them. When they finished talking the member of staff just picked up her phone and started calling other customers. Ignoring the fact I was very obviously waiting to speak to her. No one acknowledged me or apologised. One of these members of staff may have been the showroom manager. I left the store as I had to return to work. I called the store to complain as quite frankly the service i had received was shoddy. I spoke first with Kevin who was extremely rude to me and refused to transfer me to the store assistant manager. He swore at me on the phone. I latterly called again and he hung straight up on me. Obviously when I passed this story on to the assistant manager later it was me who apparently swore at him. I asked for calls to be checked to prove this and I was told there was no recordings. Finally I spoke with the assistant manager Dave who was further unhelpful. After explaining the situation in-depth he assured me I would get a cal back by 12. I didn't. I again called back and Dave assured me three members of staff were dealing with the redraft of the plans. Turns out when I spoke to Jamie half an hour later he had only just got in and hadn't even looked at the plans. Another bare faced lie from your staff. In later conversions with Dave on the 28th at one point he had me on speaker phone with others listening in the background and even though he denies this I could hear them laughing and being rude towards me. He was aggressive in tone, rude and very unhelpful. As the day went on and I received numerous calls from people trying it seems to make the situation worse it reached it’s zenith around 3pm. To back track when I priced this kitchen originally I informed Jamie that I had gone to Homebase and they had price matched the B&Q price minus 10%. Jamie agreed to match this minus another £50. This was a full discolour offer and at no point did I mislead or misadvise Jamie. I had been totally honest. I was offered a price, in writing. Today Emma and the staff at Eastbourne are now refusing to honour this price (which SHOULD be £2790 minus 10% minus £50). Even worse when I called the store today I was told the price was even less by Dave at £2380. The issue here is the price seems to change every time i speak to someone and now the branch/store are refusing to offer the prices they have laid out even though I have been honest from the start. This is disgusting. Today I have been told the price is £2760, £2380, £3310… it’s amazing how the staff in the store seem to have no idea and now the store are refusing to honour the price that they had already agreed. The issue here is I have trades booked to start this job and today should have been a simple case of finish the design and pay. I have had over 10 conversations with the store today and yes I admit by the end I was no longer polite or courteous as the frustration of being lied, mislead and mocked by members of your team boiled over. I have wasted 2 hours on the phone today and another hour in store and travelling. To add to what was a very frustrating day I called the 0330 number to register a formal complaint, spoke with a team leader who assured me a call back the same day and hasn't. Today is now Sunday. Not heard a thing. Sadly I didn't take her name, I am now potentially massively out of pocket as the store are refusing to honour pricing they have already agreed to in writing, and I have had to endure a torrent of abuse, lies, poor service and contempt which seems to be endemic at the heart of the staff. I have wasted 3 hours out of my day today trying to resolve this but no one seems like they want to. This is poor service at it’s worse. I except a swift response.”

Helpful Report

Posted 8 years ago

“Do not order from these clowns , according to them deliveries are made with artic lorries so you WILL have issues if you do not live on main roads. They say in the small print not to start or schedule work to until they have made there delivery. So order was 5 days late and according to them its tough luck because i could not get a 18 wheel artic up my road enough though you can get a 8 wheel concrete lorry . They do not call back they put you on hold then cut you off are rude and patronising. Its all about what suits B&Q and the interests of the customer are never taken into consideration.I have lost £200 due to there incompetence and it is totaly my fault due to not living on a main road”

Helpful Report

Posted 8 years ago

“Wank. My parents had decided they were having a new kitchen by B&Q. Only had 1 guy in since the start instead of 2, wasn't even a qualified fitter. Took ages. Continuous excuses from the main contact with B&Q. Much much more.. AVOID”

Helpful Report

Posted 8 years ago

“The whole process of planning, delivery and fitting is absolute rubbish. Wouldn't never ever go to B&Q for another kitchen or anything.Don't even think about going for compensation as that is another process that is a complete shambles. We have a long scratch on our work top which, short of ripping the whole lot out again, we have to live with. Just cannot bear their fitters here again. Don't waste your money, choose another company.”

Helpful Report

Posted 8 years ago

“I tried to order a BBQ online as 'click and collect' the system told me I couldn't do this and asked if I wanted to change delivery. So I opted for home delivery, completed all the details, made the payment.. All went through as you would expect, however, when I looked at the order details, the system hadn't changed the delivery to my home address and it was still being delivered to the store. Wasn't allowed to change delivery address so had to call customer support the next day. After waiting for nearly 45 minutes I eventually got through to someone who didn't know what to do, put me on hold for 5 minutes, then came back and said that as there was no PO number issued to my order I could change the address. Really disappointed that I've had to go through all this for the sake of a glitch on your system. Will have to wait and see now whether it actually manages to get delivered to my address on the day requested.”

Helpful Report

Posted 8 years ago

“Absolutely terrible bathroom installation. Work started 2 weeks late, and then the quality of workmanship was so bad it was shocking. In the end they had to remove it all and do the whole thing again. Offered an insulting tiny amount of compensation and are now still arguing and refusing to refund us for the items they charged us for but did not use. DO NOT USE THEM - it was a terrible & stressful experience”

Helpful Report

Posted 8 years ago

“We had a kitchen designed and installed. From start to finish it took 5 months. Design was flawed and had to be amended mid fit, we had 7+ deliveries of items as they couldn't get it right and the workmanship is woeful. Compensation is not worth chasing. We now have a poorly finished worktop with a big scratch. Would NOT recommend them to anyone. Very disappointed.”

Helpful Report

Posted 8 years ago

“Poor customers service they didnt even acknowledge my problem. I order an item and was told I could pick a delievery time suitable for me. This didnt happen it went straight to the post office a pain to collect would have been easier to order to store. Passed this on go improve customer service and they advise I follow infomation on card left. I do know how to collect a parcel from the post office.”

Helpful Report

Posted 8 years ago

“I ordered a drawer chest over 28 days ago so contacted them regarding where the item was, as it clearly states in bold black ink that delivery would be within 28 days. The local shop at Basildon where I ordered the item said it had been delivered over a week ago and even quoted the date of delivery, 13.4.2017 but as I explained I had not received it. They got in touch with the Customer services and I was informed that the information that was on the shop computer was a 'system error'. I spoke to the Basildon manager about how this had occurred and when was the item going to be delivered. A person called Lee from Customer services telephoned me to tell me that I had been misinformed that delivery was within 28 days even though it is in black bold letters. He informed me that it would be another 2 weeks before delivery. When asked why his response was 'I cannot comment'. When further asked about why it had been put on the computer that I received the item when I clearly had not, again his response was 'I cannot comment'. So, no help from customer services. Still waiting for a phone call about this item and delivery. MY advice do not order from this company as incompetent and unhelpful”

Helpful Report

Posted 8 years ago

“Using their bathroom installation service, booked and paid for 3 months in advance (so you cannot refuse to pay if the installer does not turn up as they already have your money). Weeks ahead, B+ Q homefit telephoned to enquire if 17th April installation date was ok, which was, then received letter of confirmation with this date. All seemed well. But less than 2 days prior to this, received a phone call from the Homefit dept, supposedly to confirm this date, then the person said there was a query with the date, they would phone back. They never phoned back, but several hours later, the fitter phoned and said he would start installation on 18th April, at 0830. Then, the materials all arrived, which was a good service, the delivery driver phoning one hour ahead of the 2 hour delivery slot. But on 18th April, the fitter never turned up. On phoning B+Q local store, we threatened to ask for a refund and they take all the stuff back, approx. 30 minutes later the fitter turned up with no apology or explanation. He then plugged in rechargeable tools into a socket (without asking) having removed the electrical device in our home that was plugged into that socket). He then took out the toilet and washbasin, removed the radiator (Which was not on the arrangement of works), left an awful mess which he did not clean up, was then on his mobile around 30 minutes, left and several hours later has not returned! Quite a harrowing and disappointing experience, we were going to get a kitchen fitted, but now not with this firm, as the service and fitter are completely unreliable and untrustworthy. We have paid thousands in advance, and now do not know what is supposed to happen. It is one of the worst installation services we have ever experienced. We now think that B+Q sent the fitter round to start the job as we had threatened to go and ask for a refund, so placing us in a position where we cannot ask for a refund as the job has been started.”

Helpful Report

Posted 8 years ago

“The whole of B&Q are just rubbish, top to bottom. Appalling service in-store: turned up to collect something and the member of staff was chatting to her mate about last night, behind a panel, instead of serving customers. Didn't have what I came to collect, sent someone off to get it, he came back with the wrong thing. They just don't now what they are doing. Worse still, no one cares.”

Helpful Report

Posted 8 years ago

“Very bad customer service and delivery service , rude, unhelpful and I am absolutely disappointed.”

Helpful Report

Posted 8 years ago

“Really awful customer service. Took lawnmower back to them for repair as per Bosch website. They were unhelpful, dismissive and just told lies about warranties and responsibilities.. They have a near monopoly re DIY services in this area and seem to behave accordingly. AVOID!!!!”

Helpful Report

Posted 8 years ago

“Our kitchen installation has been a disaster from start to finish. 8 weeks into the job and out still isn't finished. There is a must of 30 things wrong that haven't been rectified and they left without a word the worst thing was they left with sockets dangling off the wall and our soon played with them. Live sockets.”

Helpful Report

Posted 8 years ago

“Bathroom suit is 4 month old and the bath developed a hairline crack neither b&q want anything to do with it so the 5 year gurantee they give is useless . Maybe it only covers theft of the bath. Think twice before parting with your money its seems once they ve done the sale they not interested”

Helpful Report

Posted 8 years ago

“Coventry.... Please whatever you do don't have the home fit total incompetence the fitter we had was awful turned up 3days late to start, was cutting everything inside the kitchen/dining area mess everywhere we left him to it while we were at work 🙈 The mess was awful, wouldn't communicate with you just tried to do his way & when we confronted him he went in a mood his attention to detail was laughable cut joints stood out like a sore thumb could not do the work top (earthstone) joints what you are not supposed to see you could see off the top deck of a bus 🚌 and ther was a colour variation what he never mentioned just carried on, any way to cut a long story short we had him kicked off the job, fit started End of Jan 2017 completed March 17th, Home fit team don't pass messages on project manager don't return calls constantly chasing them. This was supposed to be a one week installation STRESS FREE!!!!!!!!!!! What a joke”

Helpful Report

Posted 8 years ago

“I contacted b and q to do fitted kitchen and bathroom I'm highly disgusted at the service I received firstly when kitchen was done and presses fitted u could put your hand in and the shelves weren't even secured into back if the wall my hand could go right down inside it the tiling was a disgrace that they done and grout was used over the plugs where it looked a sight to see and was completely unprofessional the bathroom bath had to be taken out three times it was out in wrong the toilet when fitted was actually sideways when it was supposedly complete I felt I was loosing my mind and to add insult to injury when manager came out and looked after I telling them where the issues were he looked into the badly done job in presses saying where's the problem again and it so plain to be seen the sink that was fitted I cannot use cause once we put the plug down the water keeps running down the hole cause plug wasn't fitted properly to make sure water would fill the sink this was another issue after the bath was done I came to view the work and was disgusted I found the shower door was installed incorrectly and it was done to cover up a major hole in my new bath the workers had done I couldn't believe what was happening in my home if I got two teenagers they prob would have done a better job the quality is absolute crap there stuff it really is since then a toothbrush holder fell into my sink and cracked it causing a big hole it shows the quality and it was very expensive I would never again have this company steal my money because it's exactly what thry did and to everyone out there don't get them it will be your ruination”

Helpful Report

Posted 8 years ago

“i bought a gas fire from b&Q and was told home fit would install it and was told by homefit I would need a builder they were of no help at all so anybody about to get a gas fire beware it is not as easy as they say would never trust them again SO WHEN THEY SAY IT WILL BE INSTALLED FULLY THAT IS NOT TRUE”

Helpful Report

Posted 8 years ago

“We are currently in the process of renovating our house. As part of this we have had all the walls re-plastered. The guy doing the plastering and decorating has worked for me for years and knows his stuff. All walls were mist coated and primed before the top colour going on, all the other walls in the house have covered fine, including another dark wall in the master bedroom which covered beautifully in three coats. The guest bedroom we chose a lovely rich red / burgundy colour for one of the walls. After 7 coats and 5 litres of Valspar premium paint it still wasn't covered, it's still picture framing and patchy. I went back to my local b&q and was advised to leave the room "as is" as Valspar would probably want to send a technician to see the wall, I was given a number to contact b&q customer services. I contacted them and we started an email conversation. At their request I sent pictures of the wall at various stages, the paint, the batch number etc etc, after a week of hearing nothing I contacted them again to ask if someone was going to come and take a look, the room is still out of action and the bed which has been moved is now damaging the new carpet. I told them this needed to be resolved asap otherwise the carpet would need replacing. I was told 'we're waiting for valspar' another week passed and several more emails chasing what was going on and I then get an email saying that the reason it's taken so many coats is becuase we didn't prime the wall!! Are they serious!!! We'd already told them it had been primed and even sent the photos!!! It's cost me 3 days of a decorators time instead of a day and a half, it's going to cost me another day to get more paiting done, plus my time and fuel to go to the store to get more paint plus now the carpet is damaged and will need to be replaced, b&q couldn't give a damn!! All they offered me was another tin of paint, I then threatened to take them to court and they also offered me a £100 voucher! What a joke, I'm going to be nearly a £1000 out of pocket becuase of their rubbish paint!! So b&q, I've got nothing to loose and the court papers will be filed. I'll see you there!”

Helpful Report

Posted 8 years ago

“Bought flooring- noticed was faulty during installation/ called customer services who didn't tell me to leave the flooring down. In store manager informs me I have invalidated guarantee as taken floor up - fast forward 5 weeks, still not resolved- B and Q are refusing to deal with my complaint”

Helpful Report

Posted 8 years ago

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