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

“ordered doors, was told they will be delivered in 4 working days. on phone with them now and was told my order has been cancelled but did not bother to send refund. on the phone with them now,1 hour later still holding to get my refund. never ever use this shop”

Helpful Report

Posted 8 years ago

“Our ceramic hob in our new kitchen cracked due to it being installed incorrectly. It took B&Q around a week before the builder installed a new ceramic hob -the same model. He left it a mess and didn't put any sealants around the new hob. This hob has now cracked too from overheating and so after calling B&Q they told me I had to ring up a different company myself to sort it out. So a new builder came in, told me the wiring was wrong, said he'd come back in a week with a new (but the same model) hob but never returned our calls and made a no-show. So we called B&Q again yesterday, they said they'd call me back but never did. About to try to call them up again. Worst customer service I've ever experienced, I've been completely ignored. I am a young student currently doing exams and I don't have the time to keep ringing B&Q every day. I will never go to B&Q for home installations ever again.”

Helpful Report

Posted 8 years ago

“Ordered one office and bedroom fit and did the order after couple of vistits to the local store ordered on 12decemeber and agreed to start work on feb 8 and now its 17th may colleted the last bits and pieces and the work is crap i could have contacted a local carpenter to do a better job”

Helpful Report

Posted 8 years ago

“Eveerything”

Helpful Report

Posted 8 years ago

“I ordered a Barbaque to be delivered at home, after two weeks waiting for it, I called and then B&Q informed to me they didn´t have the product, a refund has been offered to me, the refund hasn´t arrived yet after other 3 weeks, and other annoying thing is to wait 30 minutes on the best case to be attended by phone. Last call I was waiting a complete hour an none take the phone. They have lost a customer online and in the shop as well.”

Helpful Report

Posted 8 years ago

“I ordered a carpet for home delivery. The assistant was unable to tell me when it would be delivered other than it 'would be delivered soon'. 4 days later I called the store to enquire about my order delivery - their response 'It will be there in a few days'! I have contacted Customer Services twice by email - they cannot be bothered to reply. I recommend that you do not buy any item for home delivery - I do not trust them! We will never shop there again.”

Helpful Report

Posted 8 years ago

“Purchased wallpaper same batch no but completely different colours, took back they offered to sell me new rolls at half price which I refused, eventually they replaced the paper foc but nothing towards my decorator costs, really disappointed with the customer service the manager wouldn't even come and talk to me. Feel very let down”

Helpful Report

Posted 8 years ago

“3 weeks to fit a bathroom loved it but the shower blew up as not fitted properly so guarantee was voided. Then spent nearly 2 months with many visits to store and phone calls before it was put right. Was told I'd get compensation but 2 months on and not another word.Had had a suspected heart attack 3 days before could have had another with the shock of it. Would think twice about using them again.”

Helpful Report

Posted 8 years ago

“Avoid avoid avoid!! An absolute joke of a company! We ordered our bathroom in February and it has been pushed back 3 times, the last date we were offered was June!! Then they try to deliver the bathroom twice in April without any waring can't tell us any exact dates and just generallly absolutely shocking customer service!!! Luckily we managed to cancel it”

Helpful Report

Posted 8 years ago

“started kitchen easter mon .still not finished”

Helpful Report

Posted 8 years ago

“Don't wait for diamond discount .as if somethingis on offer offer you don't get it. Most paints are cheaper at home bargains .and plants any way”

Helpful Report

Posted 8 years ago

“- A lot has gone wrong from ordering, communication lines and delivery. Firstly, B&Q ordered the wrong kitchen cabinet units for us. Then the replacement ones didn't arrive. When we went in to chase them up, all they could tell us was that there had been a 'routing' problem - in other words, they did not make it onto the delivery van. A second date was scheduled but so far, they can't find the order....The shop staff try their best, but the organisation is just too big, resulting in shoddy service. Oh, and DO NOT buy any Cooke and Lewis taps. They are of the poorest quality!”

Helpful Report

Posted 8 years ago

“What a useless company who make millions. However, customer service does not happen brought a shed and got it home to find after putting altogether it doesn't fit and leaves inches from the doors. Contacted customer service who were useless take it back to store (yes coz it is as easy as that) poor service”

Helpful Report

Posted 8 years ago

“Ordered item with 7 day delivery, told by delivery company that it would take 1 month. Customer services were useless. Cancelled order & went elsewhere.”

Helpful Report

Posted 8 years ago

“Bought a circular saw from b&Q. The box arrived damaged and had clearly been opened and returned by a previous customer. I took photographs and because I was on a deadline I had to use the saw but thought the photos would be sufficient for an exchange for an unused item. B&Q customer services offered me £5 then £10. I wrote to Michael Loeve their CEO. Their CEO was totally useless and showed where their poor reputation for customer service stems from, no reply to my email which was just forwarded back to customer services who declared "deadlock" and referred me to a furniture ombudsman. Needless to say the £450 I spend afterwards to finish the decking went to Wickes and independent local suppliers. I will do my best to avoid buying anything from this company. Your loss B&Q. You and your CEO deserve less than 1 star for customer service”

Helpful Report

Posted 8 years ago

“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

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