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

“TERRIBLE SERVICE! ORDERED & PAID FOR SOME GARDEN FURNITURE INSTORE FOR NEXT DAY DELIVERY, WAITED 2 DAYS BEFORE RINGING UP CHASING IT, WAS THEN TOLD IT WAS DISCONTINUED!! IT WAS ON SHOW IN STORE! UNREAL! STILL WAITING FOR A FULL REFUND! GAVE THEM A SECOND CHANCE AND ORDERED A SHOWER ENCLOSURE ON LINE, PAID BY CARD, WAS TOLD WILL DELIVER THIS WEEK, AND BY GOD SAME THING HAPPENED AGAIN! WILL NEVER EVERY BUY AGAIN FROM B&Q!”

Helpful Report

Posted 8 years ago

“Awful customer service. Never a call back, Months to arrange a kitchen. Waste of space - don't touch them with a barge pole - even if the kitchen is free !!”

Helpful Report

Posted 8 years ago

“Ordered and paid for an item was told next day delivery which would have been Thursday, still waiting on Saturday after being old each day that it would be coming, left on hold for 30 minutes at a time. Finally told item will not be delivered on a Saturday that it will now be on the Monday which remains to be seen. Never use this company..!!!! Worst customer service i've ever experienced and they don't give a damn.!!!!!”

Helpful Report

Posted 8 years ago

“I am so disappointed and annoyed ... I made a purchase over £800 on the 2 nd Aug which included fencing panels ...I was promised delivery within 4 working days....it never arrived ... my fencer had fitted me in to do fence on 19th... fence still didn't arrive ...By this time I had no fence as old one had been taken down 2 dogs that can run into rd....and no fencer for when my order arrived.... I was then promised it would arrive today nearly a month later between 8 and 10am my partner has taken time of work to b there for the delivery... it's not arrived ... and when my partner calls b and q to complain we r told is a very busy weekend ... and we have been unlucky and someone would call us back....no one has??? Note to self and anyone else DONT BUY FROM B and Q they are so UNRELIABLE.”

Helpful Report

Posted 8 years ago

“Don't let B&Q do it I let B&Q do it They did it for £1,800 and more Cupboards ended up on the floor Glasses in pieces shattered everywhere, near my granddaughter playing there Don't let B&Q do it I let them do it They did it for £1,800 and more Worktops cut with gaps “You can hide that with a tile perhaps” Don't let B&Q do it I let them do it They did it for £1,800 and more Gap under the oven where a draw should be “You can't get much in it; you don't need it, you see” Don't let B&Q do it I let them do it They did it for £1,800 and more Check all the cupboards to see if they were safe and not about to crash to the floor He did and they were just waiting to fall Not safe, not safe at all Don't let B&Q do it I let them do it They did it for £1,800 and more I complained, I want fitting cost back Don't go to ombudsman fitter warned you will only get £250 I did, I was offered exactly that! Kitchen cupboards on the floor, glasses shattered everywhere, wonky worktops and fittings wrong £1,800 and more is a high price to pay, Quality fitting, let B&Q do it, is what the adverts say My advice is don't pay and never let B&Q do it Don't let B&Q do it I let them do it The quality and service was poor I want my money back no less and no more.”

Helpful Report

Posted 8 years ago

“Never use B&Q fitting service. Poor workmanship. Worktops cut wrong,, but worse of all cupboards fell off the wall. Other cupboards were found not to be safe and would have fell off eventually. Difficult to resolve issues. Fitting costs more than the kitchen costs. Impossible to get refund.”

Helpful Report

Posted 8 years ago

“Ordered a £7000 bathroom suite including fitting on may 19th after trying three separate occasions as computers down in the Ipswich store. We were given an installation date if the 4 th Sept already a long wait!! Now we receive a call to say they can now not start the till the 20th Sept with no valid reason! Husband and builder taken time off work and dog set to go into kennels all which we will be out of pocket for and b&q will not refund! Already made three payments but have nothing to show for it. Customer service appalling!! We are now wondering when or if we will ever have a new bathroom! Think very carefully if your choosing a b&q bathroom.”

Helpful Report

Posted 8 years ago

“stopped using this place ages ago I'm in the building trade never got what you want poor quality products at high prices.”

Helpful Report

Posted 8 years ago

“Whatever you do, under no circumstances buy a kitchen to be installed by this company. I have experienced 4 months of lies, broken promises, unreturned calls, delivery to the wrong address, wrong parts and capped off with poor workmanship. Worst customer service of my life. If I can save just one person from the same I will have done a public duty but hopefully many more will look elsewhere. They do not deserve to be in business.”

Helpful Report

Posted 8 years ago

“Wrong information constantly on products resulting on a wrong item paid and sent and return services promised callback twice and order lines closure twice after collection nothing done out of pocket and no product for nearly a fortnight now, not going to buy a screw from them buy elsewhere what a load of rubbish”

Helpful Report

Posted 8 years ago

“Charged £120 for installing an electric socket, £364 for installing an oven, unitemised of 'additational work' of £646.......I really regret for having them done my kitchen. I wish I have read your reviews earlier, trust me, never use them to do your kitchen, they never admit their mistakes and just lies after lies, never fulfil their promise, bad customer service. Make sure you read their invoice item by item, they will charge you twice for doing the same job.”

Helpful Report

Posted 8 years ago

“A small cloakroom was refitted but the finish was not professional. Very disappointed with it.”

Helpful Report

Posted 8 years ago

“*** WARNING... DO NOT USE B&Q*** AVOID AT ALL COSTS!!!!!!!!!!! Worst experience of my life using B&Q. Useless from start to finish. Anybody using B&Q will regret doing so. Disgusting customer service, cant do anything right and not interested in fixing anything, You have been warned!!!”

Helpful Report

Posted 8 years ago

“Any complaints to B&Q Homefit seem to be ignored. Spent 11k with them on a kitchen wish I'd have done elsewhere”

Helpful Report

Posted 8 years ago

“Lies, lies & more lies”

Helpful Report

Posted 8 years ago

“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 8 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 8 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 8 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 8 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 8 years ago

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