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

“Saturday delivery booked as signature required. Ordered a huge shed, cut holiday short to be home to sign for it and it was a suprise gift for my husband's birthday. Delivery company called 45 mins into delivery slot to say it wasn't coming due to lack of driver! They had rearranged for Monday when no one will be in hence Saturday requested. They can't rearrange for next weekend, they can't deliver today and they didn't care. Do you have a safe place to leave it they asked...its a bloody great Shed!. Called b&q to cancel order as everything was now ruined. Can't it be left with a neighbour they asked...oh yes coz they have space for a huge Shed!!!!! Never again!! Plus I have to wait another week for the refund! My parents and neighbour next door but one were going to buy theirs here too but not any more. We are all looking elsewhere! Well done B&Q way to loose business. Forest delivery...avoid any company that use them”

Helpful Report

Posted 7 years ago

“If it was possible to leave no stars at all I would. Terrible experience with order and delivery. They had 6 weeks to plan the delivery but made no fewer than 5 mistakes with the order. I had to wait days between for correction of the mistakes, In one instance 1 week. No one in B and Q was able to take ownership of the problem. No one knew why the mistakes kept happening. All they seem to be able to do was apologize. I could't even get direct number or anyone to pass on my concerns to. Oh how I wish I checked their reviews before ordering. Do not make the mistake of buying anything you can not immediately check and carry away. They are not professional at all and extremely incompetent in my view.”

Helpful Report

Posted 7 years ago

“If you are thinking about getting your kitchen from b&q think again. It has been a nightmare. Told us we wouldn't get our oven until 7months time when kitchen was already delivered then we had to get a different oven. Had to go down to the warrington store because we were getting ignored over the phone. Than the fridge-freezer came we plugged it in and we found out its not frost free what we asked for now they are saying we can not exchange it so we are stuck with a fridge-freezer that we don't want and my kitchen is incomplete because I cant fit the doors to the wrong fridge-freezer so we are going to be out of packet now. Bad customer service”

Helpful Report

Posted 7 years ago

“Dreadful customer service. Take ages to reply to e-mails, or more often than not, simply ignore them. Will never shop in B&Q again.”

Helpful Report

Posted 7 years ago

“Shocking service by the homfit team. Twice cancelled installation dates. Then random working paterns. Most important he left our house with exposed sockets to start work in another kitchen because his manager said he had To stat it by a certain date. This is extremely dangerous.”

Helpful Report

Posted 7 years ago

“It’s company policy is to blame their customers when the handles unclip from their own brand paint, which then falls and sprays said paint over customers shoes and car. They take no responsibility and head office state it is customers error and refers you to their ONLINE terms and conditions. Rude management in their Torquay store. Be careful and don’t use the flimsy handles on their own brand paint!”

Helpful Report

Posted 7 years ago

“Cannot believe how different the online service and delivery service is to excellent in store service . We are still waiting for final part of garden set - 3 deliveries and 3 weeks after it was promised - they say they are sorry but don’t do anything to put it right - need to pull their socks up - appalling customer experience.”

Helpful Report

Posted 7 years ago

“Recently had a new bathroom installed. Contractors started late & job dragged on for 11 weeks. Pleased with end result but not the time & aggravation involved. Have given 1 star for the folks at the homefit centre.”

Helpful Report

Posted 7 years ago

“What didn't go wrong , didn't deliver on the agreed date , parts missing so my fitters couldn't finish the kitchen , a second hand oven which had being 're boxed was delivered instead of a new one , I was told I was going to get compensation and the escalation compensation team were on the case never heard anything off them , my kitchen wasn't completed for 5 weeks and latest is we asked the store to pay the initial offer of £300 because the was no contact at all and we were so fed up and now I haven't heard off the store , so today have filled out the form for the small claims court and will send it the end of the week , the nightmare continues.”

Helpful Report

Posted 7 years ago

“I bought some lawn turf on Friday 25th May at the Larkfield store. They were laid the same day. I am very disappointed in the quality of the grass. I wish I had gone elsewhere. They would have been cheaper at the garden centre, but it is further away. Difficult to return lawn turf once laid. Very unhappy with the quality...and I am stuck with it now. Unable to send photo. Not very good at IT.”

Helpful Report

Posted 7 years ago

“Went to my local store ..had measurements for my bbq in feet and inches ..asked salesperson what was the equivalent in cms..she told me she doesn't measure in cms and go find a tape measure!!”

Helpful Report

Posted 7 years ago

“Over the past 2 weeks I have been into the local Grimsby branch of B&Q (May 2018) They appear to have lots of staff, but none of them out on the shop floor. They all appear to be hiding away,,, either on their mobile phones or huddling in groups in the kitchen areas. On this occasion my need was small, I only needed some coat hooks around 14 of them and all I was told, is that the stock goes straight out on the floor and we don’t have any,,, sorry,,,,,,, after 2 weeks if looking and asking????? After a 2 weeks I gave up It appears the top brass don’t care, as they will simply put the cash into something else,,,, I hope not,,, But what I found, is that they have poorly trained customer focused staff, who need to understand that “us” the public will determine which outlets live or die. Finally,,,,, I for one will not be shopping there again,,,, ever.”

Helpful Report

Posted 7 years ago

“Customer service line the worse in the country. Totally appalled by the 20min wait times to speak to someone and no one ever chasing up my paid for order that I've never received. I don't know how companies get away with this service and yet B&Q do. I will never buy from B&Q online again which means hopefully never having to ring their awful understaffed customer service team. B&Q you should be ashamed.”

Helpful Report

Posted 7 years ago

“*****DON'T BUY***** ANYTHING FROM THEM THEY TAKE YOUR MONEY AND WHEN ITEMS GET RETURNED THEY IGNORE ALL YOUR EMAILS DON'T REFUND YOU!!!!!!!!”

Helpful Report

Posted 7 years ago

“Newry store. Ordered a kitchen. Paid for it in full. Didn't arrive on given date, arrived a week after. Bits missing. Back and forth to store and very unhelpful man. He said it is costing them to deliver? We paid for delivery abd surely, all the parts should have been checked properly? Phonecalls were a waist of time as never returned....worktop in utility is too small, no over lap for units. Absolutely disgusted with how rude the man was... Two months later, we are still waiting on a larder pull out, doors etc.... Customer service is a joke. I will never buy another product from b and q. Would rather have given zero rating!”

Helpful Report

Posted 7 years ago

“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

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