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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“GOT A QUOTE FOR KITCHEN CABINETS. THE PRICE QUOTED AND PRINTED OUT BY SALES LADY WAS GOOD SO ORDERED. WHEN I CAME TO PAY THE COST WAS 20% MORE. I WAS TOLD AND SHOWN IN VERY SMALL PRINT THAT THE QUOTE DID NOT INCLUDE VAT. EXTREMELY UPSET BY THE DECEIT.”

Helpful Report

Posted 6 years ago

“I ordered six fence panels to be delivered Saturday. I received a text on Friday to inform me the delivery time slot will be 12-2pm. Waited and waited no phone call no text to inform me the delivery was going to be late. I rang customer services no help from them. Just got fobbed off with pathetic excuses stating the delivery driver was stuck in traffic. A full day wasted waiting for a delivery which didn't happen! Fuming! I then contacted customer service this morning still no delivery. I was told they would speak to bulk delivery. He would then phone me with a update. Guess what no phone call. I had to phone them again. Finally got an answer why I hadn't received my fence panels. Their excuse was the delivery vehicle couldn't get access to my address due to the vehicle being to big. Absolute joke. It would of been nice for the delivery driver to inform me or customer services to inform me. Shabby service B&Q. We can rearrange a delivery with a smaller vehicle I was told. I demanded a refund. Still got to wait up to seven days for that to be deposited back into my account. How can you provide such a poor service? Just remember B&Q you have a lot of competitor's out there. Who are cheaper and can provide a much better service.”

Helpful Report

Posted 6 years ago

“Had ordered a rug from b&q which constantly shed to the extend it was almost bare in parts ,contacted customer services who were absolutely brilliant,no problems at all,sent in some pictures and within a week I had received another rug which has been great ,well done b&q on your wonderful after-sales care couldn’t have asked for better would high recommend”

Helpful Report

Posted 6 years ago

“Today i visited b&q on edge lane Liverpool with my mum. i could not believe what I witnessed. The store manager i think his name was Paul was shouting at a member of staff which i thought was so unprofessional. If he had occasion to reprimand a member of staff he should have done it privately.in my opinion You are failing as a boss when you humiliate employees in front of customers . I don't think I will shop there again as the atmosphere was not a good one, shame on you. Mrs pauline Kerr”

Helpful Report

Posted 6 years ago

“We orderd a kitchen from you it was cancelled without our knowledge as something was not in stock we only knew when it did not turn up we then orderd tiles to be delivered I had to take an extra day off work so lost a days pay we had organised for a tiller to come our order never turned up we had no phone call to say it was not coming the excuse we got was feeble and was told it would now be delivered Saturday instead of Thursday I lost a full days pay and we still had to pay a tiller for his time which we will now have to pay again when they turn up abserlitely disgracefull.”

Helpful Report

Posted 6 years ago

“Kirkcaldy store, Alfie assisted and advised over and above the standard even expected. What an amazing young man.”

Helpful Report

Posted 6 years ago

“Possibly the worse delivery I’ve had in 15 years. Nobody knows where the goods are. B&Q customer service answer is ‘I do apologise’ but don’t do anything. If I want to cancel they can’t let me collect from th local store they need to wait to find out where the goods are before they can refund. This is like delivery in the 1990s. Don’t let them deliver.”

Helpful Report

Posted 6 years ago

“Bought a toilet seat, went to fit it, parked the van, pay meter and C charge، took the lift to the 4th floor, opened the box which was not well packed, find hinged not as new as meant to be, nuts missing, hinges loose,toilet seat chipped, seem some one returned it and B&Q re packed it, went back to return it, told by manager this is none returnable, I said it is faulty, I don't want a refund I want to exchange it, ruuuudly she refused, I was very upset and still, B&Q is not a shop to go to anymore, they waste my time, they upset me and the service at the returns is very sickening”

Helpful Report

Posted 6 years ago

“Paid for goods to be delivered 2 weeks in advance - no delivery received until 3 days after scheduled delivery date because they had ‘run out’ of goods. Appalling customer service. The £30 delivery charge refunded. Buy somewhere else.”

Helpful Report

Posted 6 years ago

“Ordered a big bunch of products in one of their stores. Initially told would be delivered next day by store. At the till told they don’t have availability so Central warehouse will deliver by Friday that week. Thursday called to confirm, told won’t be delivered to following Friday. Following Thursday called to confirm, told it’s delayed again. Unreliable company, had to reschedule contractors due to them.”

Helpful Report

Posted 6 years ago

“Costumer service just disaster - refunds and returns. Laura on the phone was just trying to find a way how not to help me. Even though her colleagues on Monday had no problem to help me with the same issue. Everything depends on the people. They are always the ways to help if someone wants. But she is not there to help, I am afraid.”

Helpful Report

Posted 6 years ago

“Not up to much these days, identical products can be obtained elsewhere at greatly reduced prices (I know, Ive done just that). My local builders merchant beat B&Q's quote for kitchen worktops by 50%.”

Helpful Report

Posted 6 years ago

“They are not as good as they used to be, prices have crept up & they have now stopped the diamond over 60's discount. I recently obtained quotes for kitchen worktops and sink unit - my local builders merchant not only came in at half the price B&Q quoted but were far, far quicker delivering too.”

Helpful Report

Posted 6 years ago

“When to durham bq went to click and collect for advice about an item lady called Jayne she was just brilliant went out of her way to help phoned other branches for us we got what we wanted as she ordered it at another bq we can't praise her enough”

Helpful Report

Posted 6 years ago

“Ordered some floor and by accident selected to wrong colour so phoned up immediately to ask them to change to the correct colour. Was told I would have to wait for the delivery to arrive then refuse it then phone up and get a refund wait upto 7 days for it to be refunded then start the process again!! Now am I being stupid or this this just a complete waste of time, money and effort for something that could be solved by one email or phone call. People go on about global warming and cutting costs, staff not getting paid enough etc and your going to waist all that time and cost and extra burnt fuel for something that I dont want to do it all again just for a change of colour!! This is pathetic and I think someone with a brain needs to amend your system to have an option to change until it has actually been dispatched.”

Helpful Report

Posted 6 years ago

“Yesterday 12th May, I visited Selco in Queensbury to buy Oak wood flooring glue and same I popped into B&Q in Queensbury to inquire about the glue which I bought from Selco. I was seen by Cletta in the flooring section and I began to ask about the flooring glue. She was very professional and polite in advising us ( glue was not required) and showed to use membrane sheet and underlay and spent with us one to one service of 30 minutes. As a result of this I was able to return the glue which I bought Selco and purchased goods as advised by Cletta and saved me £230. I must also the thank Mr Khaled for his advise too.”

Helpful Report

Posted 6 years ago

“5 star for customer service from Daniel today at your netherfield branch went out of his way to help me with my purchase.”

Helpful Report

Posted 6 years ago

“Avoid B&Q Kitchens!!! B&Q Kitchens are the worst company that I have ever had the misfortune to come across! My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family friendly & trustworthy company to purchase & install their new kitchen. How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE! A VERY brief summary of the issues are - 1. Being messed around for 3 months about an installation start date 2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times) 3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc) 4. Incorrect finish wrong worktops being installed & then replaced 5. Unacceptable amount of snagging items that did not get addressed 6. None existent aftercare Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened We then issued a complaint to the Furniture Ombudsman in 2018. Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement). Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right! Avoid B&Q like the plague!!!”

Helpful Report

Posted 6 years ago

“I am trying to contact the customer service because I am seeking information for an item purchased recently and hasn't been delivered. The customer service number is impossible to reach. I had to send an email to ask a call back. Still haven't got an answer for a paid product.”

Helpful Report

Posted 6 years ago

“No Apple Pay!!!!!! I’m 48 and my son thinks I’m old fashioned... check out at b and q ☹️”

Helpful Report

Posted 6 years ago

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