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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119

Anonymous

Anonymous // 01/01/2019

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

“Item available online but the website wouldn't allow me to buy. Called them and they had the item in stock but wouldn't hold it until the morning or allow me to pay over the phone. Spoke with various members of staff and no one was able to help. Surely there should be something in place to allow you to purchase available items when the websites down? Not great customer service!! Lost a customer here. :(”

Helpful Report

Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 available in 28 days which today we are told is stuck in your system 6 weeks later.. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this is dreadful for a company the size of B&Q. DO NOT BUY A KITCHEN FROM B&Q !!!”

Helpful Report

Posted 7 years ago

“Ordered a full kitchen and been messed about with the order. Everything arrived by piece meal, some items were damaged and needed returning, some items were missing and still waiting for worktops some 3 weeks later. Absolutely appalling service. Sat in store for 2.5 hours trying to resolve matters and still no further on”

Helpful Report

Posted 7 years ago

“B&Q lincoln, the worst understocked store in the country. The manager This store is most probably the most incompetent manager alive,no matter what I was looking for it was not in stock.Alex”

Helpful Report

Posted 7 years ago

“Absolutely shocking no wonder I don't go to b and q anymore. Ordered willow trellis on line and due to pick up one hour later. Got a telephone call not to collect as they haven't got it in stock. But I would receive an email saying it was ready to collect. I asked them to see if they could locate some in the north east. They rang back saying they couldn't find any, I would get a text saying I collected it. Not happy. I haven't collected it so why lie, and I have to wait 5 days. Forca refund.Shocking service, definitely lost faith in b and q”

Helpful Report

Posted 7 years ago

“Bought something online with collection in store. They took the money from my account and they confirmed that the product is waiting for me in that specific store( Barnet - New Southgate, London). When I arrive there this is the actually never had this product and they offer me the same thing(diferent brand) but with the price more than four times higher and they said that's the best thing that they can do. When I complained to customer service they reply to me by telling me that's nothing that they can do, store managers take the decisions. Basically the past me one for me another until I give up. And they actually send me an email saying that they give me a full refund because I choose to cancel my order. Is not just that I wasted my time and money but the way how store manager and customer service people treat it me”

Helpful Report

Posted 7 years ago

“AVOID B&Q KITCHENS IF YOU DON’T WANT TO BE REPLACING YOUR KITCHEN AND HOUSE FURNITURE AFTER A YEAR!!! We’ve bought B&Q kitchen and installation through B&Q 2 years ago and 1 year after the installation kitchen started falling apart. When we purchased the kitchen and equipment B&Q guaranteed the kitchen for 2 years. When we contacted B&Q they said that we the guarantee doesn’t cover most things! They said that they will come to fix some things as a goodwill gesture. They send one of the employees to fix a few things (not all of them) during the working hours so we let him in and left in our flat. When we came back our wooden dining table was dusty, fluff was hanging from it and it had huge, long scratches and deep cuts all over it. We found extremely disrespectful than their employees allowing themselves to treat someone’s house and personal belongings like this. It was obvious that our expensive dining table was being used as a tool bench!!! When we contacted B&Q and send the images as a proof they said that we have no evidence against them and implied that we are lying. And of course, there was no apology! Now we are left with £350 worth in damages + the kitchen which is falling apart for which we paid £6,000.”

Helpful Report

Posted 7 years ago

“i wish Amazon gets into hardware so we dont have to put up with this appalling customer services. the worst company ever”

Helpful Report

Posted 7 years ago

“Shocking again at the Wigan store. No-one available to serve me despite a near 20 minute wait... walked out with NO GOODS. Not happy one bit. Useless staff that simply cant be bothered..... Zero stars should be available.”

Helpful Report

Posted 7 years ago

“Have had to return shower kit (return order num 4000387052) , collection happened from second attempt, item was delivered to store, haven't seen money back since then , almost a month passed . You can reach customer service after 20 minutes holding the line, nobody calling back, even when promised, not responding emails, rejecting to send email confirmations.”

Helpful Report

Posted 7 years ago

“!!!STOP DO NOT BUY!!! Before you buy I highly recommend you check Trust pilot reviews Disgusting service, left us a family of four without a kitchen for 7 days after having our money for a month, took another 4 days to get refund, customer service rubbish, offered a £50 gift voucher for our troubles, not even a fraction of what its cost us in putting off tradesmen and having to eat out.”

Helpful Report

Posted 7 years ago

“I was in b&q and yesterday looking for paint I walked up and down the aisles looking for a salesperson spoke to guy who was sorting tiles he said go to customer service they will help you I went to customer services to be told at the desk go back to paint aisle and find someone then she said we are to busy here I went back to paint aisle nobody about I give up after 20 min left with nothing absolutely disgusting servive”

Helpful Report

Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 which today we are told is stuck in your system. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this dreadful for a company the size of B&Q.”

Helpful Report

Posted 7 years ago

“We ordered a kitchen early January and paid in full and were told the installation would be complete within 1 week. We were given a date for fitting of 9th April and the "meet and greet" team visited in advance. We had a call in March to say that due to double booking we would have a different fitter who would contact us to arrange another meet and greet. The day he arranged to visit he did not turn up We contacted the office who said he had forgot. They later rang to say he had been called away on a family problem and could not fit the kitchen on the 9th April. We were offered a new date on June 18th, 6 months after paying for it!!! We were offered a good will gesture payment of £321 which today we are told is stuck in your system. We were also told too allow for 15 days to fit, not the 1 week quoted. Quite honestly this dreadful for a company the size of B&Q.”

Helpful Report

Posted 7 years ago

“Absolutley appalled. I ordered flooring for both my children's bedrooms and should of been delivered today. The delivery guy stated attempted delivery at 1.02pm he never came. I rung Hillsborough b&q they managed to find out that the delivery guy lied and it was not delivered as was damaged. I have been on hold for 1hr to finally get through to them and say they can deliver and I can't collect in store. I move into my new property on Friday so no my children have no flooring. The guy I spoke to was nice and helpful on the phone but he agreed it was appalling the way I have been treat. I said I would like some discount or a voucher or something he said he could not do that but said he would send to the back office and hopefully they will issue that”

Helpful Report

Posted 7 years ago

“I bought an outdoor extension cord from B & Q. After about a year the fuse blew - it's a 10A. Nobody sells a 10A fuse - not even B & Q!!!!! What a waste - the only option is to throw the whole thing away and buy a new one. What a waste of resources and money. What about the planet B & Q?”

Helpful Report

Posted 7 years ago

“Poor "Click and Collect" service, very very poor custom service, never use again, never. I ordered a chainsaw for a quick job on one Sunday. Two hour later I received "ready for collection" text message and email. I then went to their store in Chingford to collect. They wouldn't release the item, and saying my payment had not been taken, although I could see from their computer terminal that my payment had been authorised. I then left that store, empty handed. Somehow a hour later, I received an email saying the item I ordered had been collected, which I never did. The second day, my payment was taken. I was very unhappy with the experience, so I decided to cancel my order and request a full refund. I called that Chingford branch twice, they said they would take a look and call me back, but they never did. To date, almost two weeks now since I requested the refund, I still haven't received. Just now, I called B&Q custom service, a man served, but just one minute into the conversation, he hung up. I have never experienced such horrible customer service in my life. I will never buy from B&Q again. There are alternatives, eBay, Amazon, HomeBase, or some local hardware shops.”

Helpful Report

Posted 7 years ago

“I could waste time on this review but all you need to know is everyone who’s ordered a kitchen has had same issues !!!! Poor service and missing parts with promised dates not follow through. Like myself.. BEST ADVICE DONT BUY A KITCHEN FROM B&Q”

Helpful Report

Posted 7 years ago

“Seems to me that B&Q homefit is not fit for purpose. Bought kitchen from B&Q and paid for it to be done by them. This was a big mistake. They failed to turn up for installation TWICE. At the start they gave date for installation then the fitter didn't turn up. When I called them they seemed bewildered. Seems original fitter had cancelled but no-one communicated this to anyone least of all me who had taken two days annual leave to be there. My job had not been re-booked. After a strong conversation with the so called project manager a second was date arranged for following week but again no-one turned up. On the third scheduled date a fitter actually arrived and commenced work. However the rate and pace of the work suggested to me that this man was fitting this installation in around another job. It took thirteen working days to refit a small kitchen. There was no good reason for it to take this long. The kitchen is small, no reconfiguration, no gas safe plumbing. Just replacing old with new in the same place. I have put a complaint in writing to B&Q three weeks ago but I have still had no response. This company needs to take a good look at itself. I advise anyone to go on line and find themselves another company to do their fitting. In my experience it is all poor communication and lame excuses from B&Q.”

Helpful Report

Posted 7 years ago

“very poor service from start to finish ordered kitchen Jan told it would be fitted beginning march then told 12th march then told 30th April then 3rd April then 16th April. had we known we would have all the stress of getting it fitted we would have gone else where, very dissatisfied. and taken a week to get the paperwork_ gas cert/electric cert/fitting guarantee and only because I have contacted them to find out why we haven't got them”

Helpful Report

Posted 7 years ago

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