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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118

Anonymous

Anonymous // 01/01/2019

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

“What a load of crap had a full not so fitted kitchen had to have it refitted due to poor workmanship 3 weeks to fit the first kitchen then phone calls after phone calls just to go round in circles had to go in store and make a big fuss to get noticed then they admitted the fitting was not done correct refitted a new one (another week of work ) 7months on and still going round in circles to get a refund on my flooring don't do it rubbish all round!”

Helpful Report

Posted 7 years ago

“Chard branch no staff to be seen one poor woman on till frantically trying to find some staff members - one man waiting at collection point for over 15 minutes nobody in site - what I was trying to buy had no barcode so I had to keep going back to get another one then had the same thing happen with another item - bought some plastic large containers covered in dust and grime nobody seemed to care about customers but happy to take their money - grim, depressing, stuck in a time warp and grubby”

Helpful Report

Posted 7 years ago

“I came to Your Speke branch today to purchase flooring we picked the floor last Thursday i took a photo of it and we were at the store again on Monday it was £21.12 a pack we booked a fitter for the 10th August 2017 So as we were about to put flooring on the trolley we noticed the big price increase the flooring is now £26.40 this is disgraceful that is a lot of money and would of cost us an extra £150.00 Thankfully we went to a small business up the road called Huglins and purchased a better quality floor from them So B&Q you lost out on £600 yoday because of your greed Mrs Tracey Wood”

Helpful Report

Posted 7 years ago

“B & Q in Kenton Queensbury-The worse customer service experience I've ever had. The Asian customer service staff (female;middle aged) in the kitchens dept at 1300 hours on 8th Aug 2017 is the most uninterested and presume laziest customer service staff that has served me. She showed absolutely no interest in my enquiries about appliances for a studio flat kitchen.”

Helpful Report

Posted 7 years ago

“I have had an awful B&Q experience, outlined below: - originally advised by the Greenwich team that Mon 31st July was fine for delivery, so booked flights and accommodation to commence works then. As order was placed I was told that my postcode only had Friday or Wednesday delivery options. I was out of pocket before the job even started. I would have started the job on a wed or fri if I had been correctly informed of delivery dates. - when my delivery arrived Fri 28th July, all items on page 4 were missing. Advised Greenwich (Zafis) as 11:45am on Wed Aug 2nd, told her I need the items couriered immediately as we needed to plumb the sink. Was promised a call back with solution within 1hr. - I did not receive a call back till 6.5 hours later, despite me calling 3 times to leave my mobile number. I was told the kitchen team were busy and weren't taking calls. It was very clear they were prioritising new customers instead of fixing my issue. This is unacceptable when someone has spent £2.5k and you have made a mistake on their order. I expected to be a priority to resolve the mistake you made. When I did get a call back, Friday was suggested as next delivery as someone was off on Thursday! I did not accept this 'solution' as my main worker will have already left the job! - I had to make a 3 hour round trip at my own cost (£20 uber) to get the sink as it was essential to plumb it on Wed 2nd Aug (plus wasted time on hold to B&Q Greenwich and Cricklewood to source new items - this should have been done for me in a timely way given the urgency of my plumbing deadline which I made very clear when I phoned before midday on Wed) - I still have not been refunded for page 4 duplication. I have asked for a refund 3 times now (by phone to Laura on Wed 2nd Aug, again by phone to Laura when she called me Thurs 3rd Aug to confirm door delivery was on the way and again by email on Fri 4th Aug). - I wanted an extra 600m door for my boiler housing unit so phoned B&Q Cricklewood on Thurs 3rd Aug and spoke to a lady in kitchen showrooms team, who advised me that 6 were in stock. Again uber costs of £20 for return journey, got there and was informed by Andrew in the Tarde section that actually they have issues with Marletti door stock and they don't have any!!! We are on such a tight deadline I ended up getting a smaller height which does not look as good and again had I been given correct info in the first place I could have used another store. - One of the panels arrived damaged, see attached. I had no faith in a replacement being delivered in a timely way given my above experience so we used it damaged. I would like partial reimbursement for this faulty product. - When I spoke to Jenny at Greenwich on Wed 2nd Aug I was promised a call from a senior manager the following day as I do not accept the offer of a £20 gift card that was suggested was adequate for being out of pocket £00s for the poor service and errors. There seems to be very little acceptance of responsibility of the above issues. I am still waiting for the call and I will be escalating elsewhere if this is not settled internally. - I complained via facebook, was promised a call on Fri 3rd Aug evening which again never happened. My local hardware store said when they ordered a bathroom it took 45 days from the first delivery to receive everything due to missing items. One thing would arrive one day, two days later another thing, etc etc . I returned some items to Cricklewood and a woman was complaining as the kitchen team added 6 extra panels that were not needed and they wouldn't refund her, even though it their error, as she'd bought on store finance?! AVOID!!!”

Helpful Report

Posted 7 years ago

“'Place your order before our cut-off time to be able to collect from 1pm next day in your chosen store' - not the case even two days later. Orders don't turn up and you get no assistance from the store you nominated to pick it up from. Its all very much 'not my department' attitude. I chose B&Q and this service because I needed the order quickly. Don't assume they can achieve the service that they advertise.”

Helpful Report

Posted 7 years ago

“I ordered a shed then realised the same day that i had ordered the wrong size. b and q wouldn't let me replace the first order but told me i had to order two sheds (the second one being the correct one), and refuse delivery of the first one to get my money back! Received the first shed and refused delivery but didn't get my money back so i had to ring them again, paid for the second shed and it didn't arrive so had to ring them again! Basically b&q had around £900 of my money for two items that weren't in my possession its a disgrace. When i called b&q about my missing second shed they said the purchase order hadn't gone through, I also overheard another agent saying the same thing to another customer. I believe b&q take peoples money and then delay delivery of the goods for their own financial gain.”

Helpful Report

Posted 7 years ago

“Bought some turf from Charlton store, they must have had it for months, five of the twenty rolls look dead, if they don't take, they will be getting them back, if there had be a zero star, that is what b&q would have got from me.”

Helpful Report

Posted 7 years ago

“You order one thing you get something else after 20 days .ordered round edge got square shape”

Helpful Report

Posted 7 years ago

“Only one till open, self service closed,wood cutting "out of order" Asked to speak to manager who blamed the company and refused to apologise.”

Helpful Report

Posted 7 years ago

“As a member of the public I wanted to buy bulk bag of granite stone at £58,on speaking to someone I was told I couldn't buy this bulk bag unless I buy 2, which I don't understand.if item is there to be purchased at £58 per item plus delivery why must I buy 2 when one bag is more than enough, this is unfair to members of public,if I buy something I should be able to buy what is on offer per unit and not be persecuted becacause I only want one. There was no sign on or around where these bulk bags where sitting to say I had to spend £100 before I could get something delivered.if these bulk bags don't get delivered by b&q how on earth are memebers of public meant to get them home. I'm paying delivery regardless how many bags I buy,I won't be the only one on any specific day to get delivery from b&q,everyone will have delivery so it's not as though my delivery of 1 bulk bag is going going to be the only one sitting on the back of a hiab lorry. This is totally unfair to public wishing to have just one bulk bag delivered,if it's on sale at £58 plus delivery I should be able to purchase that bag, Buy one required so why would I buy 2 for the other not to be used? But as long as b&q make money from this never mind joe bloggs who get scammed every day, you can't tell me that b&q would lose money by me only buying 1 bulk bag of stone and having it delivered, this not not right at all,as I said there won't be just my delivery on the lorry there would be a few others so why can't I buy what I need and not be penalised because I only want 1 bag, have a look at yourself b&q”

Helpful Report

Posted 7 years ago

“I truly, really, absolutely regret the day we ever fell foul of getting involved in any way with B&Q Homefit. Let's not get into the fact that our original kitchen was eventually delivered, in part, with some incorrect pieces, and with someone else's kitchen units mixed in, nor the fact that some months later we're still waiting for some hinges. That is an irritation, compounded by the fact that the correct units were frequently not delivered on the day they were supposed to, and the fact that I had to go out and personally purchase a panel because it had been misled off, and the kitchen fitting came to a halt until this panel could be sourced. Minor stuff compared to the problems with trying to get to speak to someone when the work surface, which is supposed to be for use in a kitchen, stained badly when a small amount of olive oil was spilled within days of it being fitted, and it's taken over a month to get someone to respond from Homefit. Days when I've had to stay in for deliveries that didn't arrive, days staying in for kitchen fitters who had never even been booked to arrive. Neither the product, (the kitchen worksuface) nor the Customer Service are fit for purpose, and here I am months down the line resorting to all means possible to get someone to adequately respond.”

Helpful Report

Posted 7 years ago

“, any review containing the smallest amount of unacceptable content will not appear on the site....b and q will not print anything negative on there site but look around ..they are the poorest diy chain in country probably the world ...customer service telephone appalling and rude will not use this chain”

Helpful Report

Posted 7 years ago

“Absolutely fuming ....I am one of the customers with the cat pee walls ...i took the remains of the tin back to b and q ..who advised me to contact customer services ..which i did ..even though i have the tin in front of me and they are the sole commercial outlet for the store ..its not apparently enough proof ...they advised i need to purchase an alkaline solution ..which they will not reimburse me with as i do not have proof of purchase only the tin and photos of wall and a clear label saying b and q chard ...i found customer service agent rude will be boycotting the store and encouraging my other trade fellows to do the same ...”

Helpful Report

Posted 7 years ago

Helpful Report

Posted 7 years ago

“Guarantee on click vinyl flooring is worth absolutely nothing. We won't spend another penny at B & Q. Terrible”

Helpful Report

Posted 7 years ago

“Ordered new toilet on b&q website and was told delivery within 7days. My local store (Newtonabbey)6 miles away had it in stock After a week had passed no toilet I phoned customer service and was told it was coming from England!!! What??? Two and a half weeks later it arrived! This company is pathetic and Useless will never order anything again from these idiots!”

Helpful Report

Posted 7 years ago

“Just Awful”

Helpful Report

Posted 8 years ago

“OMG why did I ever choose this company to install a kitchen for me. Disaster after disaster and now less than a year later the kitchen looks shabbier than the 10 year old one we replaced. I'm really fed up, but do they want to know or honour their workmanship guarantee... no of course they don't. DO NOT USE B&Q - YOU HAVE BEEN WARNED”

Helpful Report

Posted 8 years ago

“Probably the worst shopping experience of my life at B+Q Coleraine this morning. I was left feeling humiliated and embarassed and was not given the refund I was fully entitled to, only a credit note, after much trouble. Most staff here dont even try to help, and would rather chat to each other. There are a few good staff, but its the minority.”

Helpful Report

Posted 8 years ago

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