B&Q Reviews

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

2.2 Rating 2,593 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,593 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

“Awful online service! Ordered items not available but took money. Got a refund as they didn’t know when item would be in. Then tried to use the £20 gift card they gave me but it wouldn’t accept it so would have to pay full amount. No one has taken responsibility to fix issue, they said I could go to store or order over the phone - no just fix your website so customers get the service they want!”

Helpful Report

Posted 4 years ago

“Do not buy Arlington grey tiles , ordered online , got different batch numbers and tiles are not true size. Customer service just refer you to delivery store ! Absolutely rubbish !!!!!”

Helpful Report

Posted 4 years ago

“Avoid them like the plague, their customer service is shocking. I have now been in the store over 20 times to get a resolution to shabby service. When I ordered a kitchen the oven was unavailable the hob was broken, parts were missing from units and extra end panels were included. It has cost me at least an extra £200.00 to try to rectify the problems. They repeatedly make promises to resolve the matter and never follow through.”

Helpful Report

Posted 4 years ago

“Tried to complain through Resolver went so far now they are ignoring me. Worse customer service ever. As a self employed worker if I treated my customers like this I would soon be out of business.”

Helpful Report

Posted 4 years ago

“Avoid, I've just been verbally attacked at your St Helens branch I cannot believe they way I've been treated its made me feel so depressed and there was no need to shout at me for using your toilet there was no sign whatsoever I am going to contact the local papers too, disgusting behavior and even though I love shopping in your stores this will no longer be happening and I swear I am NOT returning”

Helpful Report

Posted 4 years ago

“29/11/20 ordered drawers 30/11/20 payment processed 5 days delivery. No contact and no delivery. Gave them another week incase the delay was due to Covid. Still no contact or delivery. I Phoned B&Q to be told there was a delivery date of 20/1/21. 20/1/21. No contact or delivery. I Phoned AGAIN to be told delivery date from 1//2/21. Order cancelled and refunded. If I hadn’t have phoned on both occasions they would have left me hanging. It felt like they got the money then didn’t want to know anymore. An email explaining the delay and cause for both delivery dates would have been nice and may have prevented me from cancelling the order. I ordered the same drawers from Furniture 123 on 20/1/21 and they have just been delivered this morning 22/1/21. Now that’s customer service. I wouldn’t recommend shopping online for B&Q but will still shop at the store.”

Helpful Report

Posted 4 years ago

“The duty manager was extremely rude talking very loudly making me feel like a naughty school boy, but we continued to checkout where we were greeted in silence by an elderly lady who must of had her personality removed, just issued blunt requests at my wife and I, if I could have opened my paint I would of poured it over her head. IF YOU DONT WANT TO WORK GO SICK, I WOULD LOVE YOUR JOB, THINK YOURSELF LUCKY!”

Helpful Report

Posted 4 years ago

“I was an employee at the B&Q in Cardiff Gate and I had an awful experience. There was a lot of gossiping and lack of professionalism. After only a few days of working there, I was made aware that one of the managers named Matt was known for making inappropriate and explicit comments to females working there who were as young as 17 years old. Although this information was known and confirmed by many employees, nothing has and nothing will be done about it. The company will keep protecting Matt just because he is a manager and has the credibility over his subordinates. Writing this is the first step towards justice as it can and will reach a point where this man will be a danger to society.”

Helpful Report

Posted 4 years ago

“I had a delivery on a pallett on my drive in January even though it had to be craned between two trees. Ordered another pallett of aggregates. They refused to deliver due to two trees. When l said their last driver had no problem craning goods he apparently have no recollection of delivery. Ended getting a refund. Poor show on b&q. Your transport service is poor based on my experience”

Helpful Report

Posted 4 years ago

“I parked in Chiswick roundabout car park and dropped washing to ill friend before going to buy paint samples in b and q. I was gone 30 mins and got parking ticket. The guy hides in grey car apparently. Needless to say I complained to useless manager and b and q who said car park nothing to do with then!! Unbelievable. Won’t be shopping there again ever. Three hours allowed. Nowhere does it say u can’t do something else in three hours other than make purchase!”

Helpful Report

Posted 4 years ago

“Car park at B&Q Coatbridge is a joke due to a new coffee shop in carpark and couldnt get into B&Q as traffic jam for coffee shop was back to main entrance.Not very good planing.Will not be back and phoned the store to explain the situation and was told by the girl that it was a bit of a nightmare.Glad she agreed with me.Alex.”

Helpful Report

Posted 4 years ago

“Brought drill only to find faulty. Cost £60, used £5 gift voucher from B&Q when spending over £50. On return could not get replacement, and only got £55 back as gift voucher excluded. Attitude of lady was, "the voucher is only for a few days and is a good will gesture from us". Pity it doesn't cover travel time, risk of safety facture as drill was dangerous, petrol used to travel to Cannock. As far as I am concerned, I spend £60, I expect £60 back regardless of whether £5 is a "goodwill" voucher.”

Helpful Report

Posted 4 years ago

“Spent the last 3 and half years trying to have a safe and legal house but don't believe me until furniture ombudsmen report showed there extremely poor workmanship and failures of safety standards I.e breaching health and safety laws.”

Helpful Report

Posted 4 years ago

“POOR customer service. Ordered online early Dec, scheduled a delivery after 2 weeks, driver couldn't bother to ring my flat, complained he couldn't access the building (LOL we have 24hours concierge). Called the store everyday for a week in order to reschedule a delivery (note I live 15minutes from the BECKTON store). I gave up, they are clueless, no customer service, I'll buy on AMAZON next time”

Helpful Report

Posted 4 years ago

“Placed an order online, was to be split into 2 deliveries one on the 7th and one on the 9th. Received first half no issues, didn't get second half so contacted b&q who said that they couldn't release it from system for delivery so asked for a refund instead and couldn't do that as system stuck and waiting for IT to resolve. Order is now showing as complete and still not received items or refund so in limbo. Wont be ordering again if this iswhat happens and no one can help as its a computer error - AWFUL”

Helpful Report

Posted 4 years ago

“I ordered a shower cubicle in store. Two different shower cubicle parts arrived, neither from the original cubicle I looked at. Both parts not compatible. B&Q said it was my responsibility as a I should have checked the part numbers the store person was inputting on the computer. Obviously the store person could not be trusted to do this correctly and now I have no come back. Very poor response by stevenage store. Definitely wouldn't buy anything from here again”

Helpful Report

Posted 4 years ago

“B&Q Huddersfied must be the most incompetent branch in the uk, ran by a joker called Matt, who fails to understand the uk Vocabulary, " per customer means customer not household, Check with your Head office Matt, your in the retail business the idea is to sell the stock not hoard it. And as for the stores slow speed to process a refund (4 days). Even the company head office could not try to understand the policy of this Branch. If manager Matt does not get the big heave ho in the next few weeks I will be more shocked than all those at head office. Personally I would not even trust him with collecting trollies in the car park”

Helpful Report

Posted 4 years ago

“I have been severely disappointed by B&Q I I have an elderly customer who came up and spoke to a member of the B&Q team and was advised to buy a certain kind of plaster when I seen this plaster I have never even seen it before in my life so I asked if she had a receipt she did not so I’ve asked B&Q to help me out and I’ve got six bags of plaster which they are now trying to give away for free and they will not return the item for this elderly lady I am very disappointedNo they are giving the plaster away for free but still refusing to refund the customer paid full price for it because this elderly lady cannot find the receipt and you’re in covert cannot make it to the store this is what I would call disappointing customer service from one of Britain’s leading DIY centres”

Helpful Report

Posted 4 years ago

“Have had a litany of issues from item ordering requirements to incorrect collections and the most incompetent, difficult to reach and uncaring customer service organisations I have ever had the displeasure to deal with. I have spent six hours getting through to request an order suggested by a member of the local shop staff just to ask them to place it so I could pay for two doors. The first guy, Scott was very pleasant - spent half an hour talking to him after half an hour waiting to talk to him and 4 hours in the morning waiting for the promised call back that never came and then he told me he would ask a colleague to call me so I could make a payment for 4 kitchen cabinet doors. Of course, the call never came. Waited 20 minutes on the phone again and spoke to another Individual who put me on hold for 5 minutes abs then cut me off. I have kitchen units waiting for doors and have been told I won’t get them until January - November now!! The stores can’t take my money either!! Whole system is the opposite of customer focussed and totally uncaring. Appalling!”

Helpful Report

Posted 4 years ago

“Ordered my new bathroom suite in May 2017, for the project to start in September. September came around and due to another project that had over run the project didn't start until 9th October. ( I was never contacted by B&Q I had to chase them for a new start date twice as they said 2nd of october that came and went....) Started ripping out the old bathroom (3 kids in the house) The bath / panel I ordered had been discontinued although they let me pay for it several months ago, meaning the project was delayed more. I again had to chase B&Q that the bath had not been delivered and waited another several days for the bath to be delivered. (Stinky kids by this point !) On delivery on the tiles quite a few packs were defective and had to be returned by myself to the local B&Q store so I could re order more. The customer service is shocking and not helpful at all. Today The pipe work is leaking so I called B&Q as there is a 10yr bathroom guarantee expecting to have no issues ! Although reading on wiki's I should have been not surprised when they are again dire and pass the buck. They asked to contact my own local plumber to fix the work and then they would send me a form to fill out to get the money back!! They should really have their own plumbers if they have this service.! B&Q are a waste of time please consider using another company once they have you and your money that honestly don't care at all. I do have to say the sub contractor Adrain who fitted ur bathroom was excellent I would recommend him for any kitchen or bathroom jobs. He was as frustrated as me with the things not been delivered and broken kits.”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,593 reviews