B&Q Reviews

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

2.2 Rating 2,600 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,600 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

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

“What a complete and utter disaster. Ordered goods online with promise of delivery the following day. Took a day off work to wait for goods to be delivered. By 3.25 pm goods had not arrived so I phoned B & Q where I was told a complete and utter pack of lies by the 24 hour delivery department. I was told that Parcelforce had left the depot at 9 am but there was no more deliveries recorded by the driver after 10.30 am and there was no trace of him making any further deliveries. He also told me that Parcelforce deliver until 5.30 pm but after contacting Parcelforce myself was told that they finish delivering at midday. B & Q made no attempt to inform me of a failed delivery and just palmed me off with a stream of lies. I was disgusted at the lack of customer service and their don't care attitude. It will be the last thing I order from them. Be very wary of their promise of 24 hours delivery, it just doesn't happen. They are most unreliable and incompetent.”

Helpful Report

Posted 10 years ago

“I had ordered a b&q kitchen and the delivery service I received was exceptional. The two men (which I believe to be Adam and Andy from Cardiff) couldn't have been more helpful. Having updates throughout the day letting me know when exactly they would arrive. The items were carried more than 200 yards to my garage due to lack of parking for their lorry, which seemed like no hassle for them at all. Very pleased!!”

Helpful Report

Posted 10 years ago

“After asking 3 members of staff and circling the store at least 7 times not one person helped alrhough there was plenty of staff on the shop floor i just got passed around even from customer service desk sheer waste of time Deptford sunderland”

Helpful Report

Posted 10 years ago

“On reading the B&Q reviews, in general, lack of staff within the warehouses seems to be a common problem regardless of store location. That said, we took the plunge and ordered a kitchen, including fitting services from our local Blackpool store. We were not disappointed. The Homefit team were excellent and the majority of the kitchen showroom staff at Blackpool were extremely helpful (Dan and Mike to be specific). The fitters, Ian and his sidekick were extremely professional and carried out an excellent job in both removing and fitting our kitchen, utility and cloakroom. All in all, I can thoroughly recommend the Blackpool area Homefit team and the staff members outlined above.”

Helpful Report

Posted 10 years ago

“I purchased a new bathroom from B&Q to supply and fit, The price was good, in hindsight i should have read B&Q blogs first, All i would say i would never even consider them again, It started with a jack of all master on none, room striper, plaster,plumber,electrican,tiler, 5 for the price of 1 HaHa, after a lot of complaining it got done, only to find he had caused a water leak under the new tiled floor,i just got another plumber to put it right, One thing i must ask as any body else had any problems with cooke & lewis toilet pan as Ime on my second one the as the glazing is of such poor quilty, aftre flushing i have to use a litre jug of water from a height to clear ary stuck waste so i just give up with B&Q in the end”

Helpful Report

Posted 10 years ago

“Always have great products and although you may have to wait for staff as these seem to be in short supply, suppose has something to do with customers wanting lower prices so less profit margin! Always have had a good experience”

Helpful Report

Posted 10 years ago

“I live half the year in Blackburn England and have had the misfortune of attempting to buy item from the Blackburn B&Q. Last summer we went there to buy some advertised deck furniture, got there and they had just what we wanted on display, but because they had no more boxes on the floor of the key item we wanted to purchase they told us we had to order it even, though they had it boxed in their warehoused, the boxes were just not out on the floor yet. We finally gave up in our attempts to get someone to simply fetch us a box of this key item and agreed to order it, and was given a ticket and we were told it would be ready within two weeks, and that we would need to go to the returns desk to have the order rang in. Waited in line at the 'returns' desk and finally got the "order' rang in, and the person told us that would be 229 pounds!.. We though WHAT?!!? You want us to pay in advance for a product that we made a special trip to your business to pick up and you can't even pull it out of your warehouse for us, you WANT US TO PAY IN ADVANCE! before you will notify us when they manage to bring it out of their warehouse sometime in the next two weeks, so we CAN MAKE ANOTHER TRIP to pick it up!!!! That was the straw ....... That was last summer, today in Blackburn it was a rare sunny and beautiful day, perfect for an outdoor BBQ, and tomorrow is suppose to be even better, we thought about grilling out but someone nicked our BBQ so was driving by B&Q and thought with some serious reservations that I would stop in and pick up a Weber Grill.. Long story short, they had the perfect Weber on display, but again no apparent boxes of it to actually pick up and buy it. It took about fifteen minutes to find someone to help up, they told us to look in a place of the building that when we got there there were no boxes of it, asked another person, same run around, and finally got a hold of someone that called a manager somewhere in a white tower that replied that they were in the warehouse and not on the floor yet, WE WOULD HAVE TO ORDER IT !!!!! I've traveled all over the world, bought things from companies big and small across the globe, and never in my life experienced a more pitiful operation and excuse for a business than B&Q... MERCY!! Ken O'Toole”

Helpful Report

Posted 10 years ago

“Ordered a kitchen given a date then started receiving texts saying a date when I would arrive and I was working away so drove 60 miles back to accept deliver and it didn't turn up so wasted a full day and had to drive 60 miles back to work on a Sunday to Finnish the job when the kitchen was finally delivered I had a few items missing,made a phone call or two at premium rate told them what was missing and haven't heard anything back! Howdens is far more professional”

Helpful Report

Posted 10 years ago

“Beckton Branch, one of the worst customer services I ever had!! Very poor treatment with clients.”

Helpful Report

Posted 10 years ago

“Went to B&Q Darnall store as the Sheffield Queens could not be bothered or interested in helping me. The service I received there was fab!”

Helpful Report

Posted 10 years ago

“On Thursday 26th February I went to the b&q at ransoms europark I would like to let you know I have never had such bad customer service. I asked for mixed sand and cement and was told by a male member of staff it's down there on the right after looking for the product a second member of staff walked past so again I asked to told its there were your looking. After poor service I went to the till to pay for my other products and was asked to take them out of the trolley to which I replied don't you have staff to do that. Adventually I paid for what I had after having my transaction put on hold because the member of staff wouldn't take it out of the trolley this happened twice and I was made to wait while she served other people i then left but I would like to add Lee was helpful and put my products in my car but I will be very reluctant to use that store again. I would like to add I paid double at jewsons for good customer service and purchased the products there”

Helpful Report

Posted 10 years ago

“BE AWARE!! B&Q Trafford Park Manchester..... before I bought the kitchen I received up to 3 calls a day! once they had my money trying to speak to someone about a problem was impossible I constantly had to chase them never getting a call back...Customer service is non existent I recently spent £3500.00 on a kitchen upon delivery (25th January 2015 ) there was no hinges I called them to advise of this and I was told you have to purchase the hinges separately! after me sitting with a kitchen designer for over 2 hours he didn't think to tell me REALLY!! The day our kitchen fitter arrived we had to visit B&Q 5 times in one day due to items that was missing from our delivery, Trafford park didn't have the items we was missing in stock, we had to go all the way to Stockport and purchase the items for a second time (we had to spend over £100.00 in Stockport as they cannot transfer a credit) I am now being told by Simone (manager) we have to wait until the 10th April for the items we was missing to be delivered to us so we can return them to Trafford Park for a refund! I was offered a £50 voucher for compensation which I was advised was sent out over 4 weeks ago, (still not received) WHAT A JOKE!!!”

Helpful Report

Posted 10 years ago

“Customer service good. Timber very poor. I was wanting to buy PSE timber 144 mm. wide and ca. 18mm. thickness. Quality very poor for all lengths inspected either twisted, warped or split . I did buy but after the problems with cutting and fixing I would not buy B and Q timber again other than for very simple tasks. I also bought shelving board. This was also very poor quality : soft and splintered on cutting with handsaw . Also on cutting with a jig saw the board again splintered and the adhesive joint between 2 of the smaller timbers making up the joint failed. Other than for the simplest of jobs I would not buy timber from b and Q again.”

Helpful Report

Posted 10 years ago

“I got a great service from Linda Kennedy yesterday was very friendly and gave v good customer service and I got a disc card too ! Great!”

Helpful Report

Posted 10 years ago

“Just had a bathroom fitted using B & Q home fit service positives the two men fitting our bathroom where excellent polite and professional that's the end of the good news. The pre installation was shambolic the staff are rude and don't seem to know what they are doing we have had a catalogue of problems to many to explain. Then we have the after care since our bathroom has been fitted we have had a couple of small problems requiring the fitters to return well this is where there level of customer care completely falls away rude / disinterested extremely bad manerred I can honestly say I would never ever use B & Q ever again and would advise anybody considering using them to think long and hard ,you are promised 5 yrs of guaranteed repairs ect Mmmmmm good luck”

Helpful Report

Posted 10 years ago

“We went in to the aylesbury store to purchase a shower screen and other items We were assisted by Nick who was very helpful. He managed to find everything we wanted and found items we couldn't find and loaded up our car too Big thank you Nick”

Helpful Report

Posted 10 years ago

“A few months ago I bought two large terrocota plant pots from B&Q in Blackburn, the store assistant called Dale was so helpful. He had to climb a high ladder to reach one of the plant pots which was on the top shelf of a high shelving system, he was lovely and helpful. I also asked his advice on fruit trees and he had very good knowledge and was able to give me sound advice, a few weeks later I bought 2 fruit trees due to his advice. Thanks Dale and keep up the good work.”

Helpful Report

Posted 10 years ago

“Just came off the phone to HQ (a second time) not happy at all. Full experience shortened for brevity... Thu 2nd Jan 15 - ME : Phone call to wakefield store. May I bring back for refund (not refill) a calor gas bottle I bought at Huddersfield B&Q quite a while ago? The reply... YES. - ME : Drove to Wakefield store with said gas bottle. - Wakefield staff - Sorry, you CAN get a refund on the bottle, but you will have to go back to the store you bought it from. Fri 3rd Jan 15 - ME : Drove to Hudddersfield store as advised. - Huddersfield staff - Sorry but we don't do refunds on gas bottles. You have to go to a calor gas outlet. There's one nearby... directions given sort of. - ME : Drove towards the calor gas place as instructed, whilst thinking 'THIS IS WRONG', 'I HAVE DONE THIS BEFORE MANY TIMES'. On that feeling I rang Huddersfield store up to query. - Huddersfield staff (garden centre) : Sorry you have been instructed wrongly, come back, ask for 'Richard' and we'll get that refund sorted. - ME : Drove back to Huddersfield again, waited an inordinate amount of time for the manager. I was told that a couple of staff had gone into the car park to see if his car is still there (dinner). I watched (and filmed) the said two staff go out and proceed to have a fag instead! - ME : Having waited a silly amou t of time, the manager finally roll up. Now by this time you may excuse me if I decided to film the situation moving forward. - Huddersfield Manager - Are you filming? Upon being replied yes, I was told he will not discuss anything with me whilst filming, and that they dont refund gas bottles. He also refused to speak to the member of staff that 10 minutes earlier told me to return back to the store. - ME : Having read all of the above you will also forgive me I hope for being a little bit beyond it all now. Argument ensues. I am told to leave the store. - ME : Rang HQ. HQ told me that the store have got it wrong, and to go back in and allow the manager to speak to HQ on my phone. HQ failed to convince the manager, and once finished speaking to him put the phone down on me. YES YOU HEARD, I was hung up on by HQ. - ME : Rang HQ again to be told that indeed B&Q do not give refunds on gas bottles. I suggested that my time had been wasted, petrol used travelling back and forth all over the place. I suggested I was due monetary recompense for the monies/times/stress that it has cost. I was offered a £10 gift vouncher. 1. It's a gift voucher. We will give you money, BUT YOU MUST SPEND IT WITH US. 2. It covers no way near my costs. Petrol alone was higher than that. I refused on the grounds of principal. Stick it up you're... I am completely bemused. It would be funny if I hadn't had to be at the centre of it. B&Q are criminally pants! YOU SERIOUSLY COULD NOT MAKE THIS UP. My situation remains unresolved.”

Helpful Report

Posted 10 years ago

“Bought extension ladders on-line. Website said 'order before 3pm for next day delivery'. After four days, repeated telephone calls and promises received from B&Q, the ladder manufacturers Abru and the delivery company Tuffnells, I cancelled the order. The delivery company couldn't locate Tewkesbury on their SatNav. From Bristol. Several other websites offered 2-3 days delivery. I chose B&Q because of the 'next day delivery'. Absolute rubbish. Between them, they couldn't run a bath!”

Helpful Report

Posted 10 years ago

“34 mile round trip to buy zinisser paint at Norwich branch. Checked beforehand on website, said it was stocked. None in store, hopeless staff. Didn't have a clue. Don't get me started on the so called expree check out, yet to get through without it saying assistance required. A complete joke calling it express. They should just open more tills and scrap the damn thing.”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,600 reviews