B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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

“I ordered a fitted bedroom in August. It arrived in October (most of it) but I am still waiting for wardrobe doors. I appreciate supplier difficulties with certain items...but really. The aftersales was a complete shambles to begin with as well (call centre in Scotland) with huge wait on the telephone and IT difficulties. The wardrobe doors do turn up in dribs and drabs so I am hopeful that at the end of May the last two remaining doors will appear, although this will be the third day I've taken off work to wait for an incomplete delivery. My advice is go to B&Q for the odd hinge, pot of paint and gladiola but do not purchase ANYTHING you can't physically carry out of the store. I did manage to speak to one very helpful customer service lady who mentioned some form of compensation once this has all been finalised but I'm not holding my breath.”

Helpful Report

Posted 4 years ago

“The staff were very helpful and Beth who Served was very pleasant and helpful”

Helpful Report

Posted 4 years ago

“I recently visited B&Q Oldham to do a bit of panelling, I was very anxious and worried as I didn’t really know what I needed. I had my measurements, and was wondering around for a while it took a while to find assistance (which is understandable with the pandemic and all) I was greeted by a young man called Lewis who seemed very knowledgeable and friendly he advised me on which type of wood to get, the thickness, which sheet would get the most pieces. He then cut the wood for me at the cutting station and even assisted me to the checkouts. The ladies at the checkout were lovely too Maria was the lady who served me with great speed and efficiency whilst also being incredibly friendly I am thoroughly impressed with the level of customer service I received and will be sure to recommend B&Q oldham to my friends and colleagues.”

Helpful Report

Posted 4 years ago

“Tahir and Yunus were extremely helpful several times at Thornbury Bradford store this morning. Huge thanks chaps!”

Helpful Report

Posted 4 years ago

“B&Q are generally OK but my experience with their delivery was awful! They did not come on the day agreed and it was vary very difficult to contact them, I spent hours on the phone, waiting for ring back etc. Eventually I cancelled the order! Several days later a delivery arrived which I refused. There delivery and order back up is a shambles. They seem fine when you want to order and then it goes pear shaped!”

Helpful Report

Posted 4 years ago

“5 gold stars to Lorain at Durham store for her determination to help us! She finally located the hosepipe we wished to purchase. Not only did she go the extra mile. I think it was more 10!! I hope the store is proud to have her! A big thank you.”

Helpful Report

Posted 4 years ago

“Just been to collect some garden furniture from B & Q North Shilds and Graham from click and collect could not have been more helpful.”

Helpful Report

Posted 4 years ago

“I have into B&Q Warrington, today their where 2staff with brilliant customer service, firstly Tracey, on Till, exceptional help, she was, and Traci, on desk, they where so helpful, and need to to be recognized for their customer service, thank you.”

Helpful Report

Posted 4 years ago

“Big order placed and only the products coming directly from their supplier arrived. Failed delivery (not told it wasn’t coming), extremely poor communication and 8 calls to customer service. Hung up on twice because no one from stores would answer them. They cancelled part of order and didn’t bother telling me. Told would have to wait at least 40 hours to speak to a manager! Probably because they are dealing with hundreds of complaints already 🤬 only reason for 1 star is instant refunds. Never using them again”

Helpful Report

Posted 4 years ago

“I placed the above order on Thursday 25th March at 16:54 as I only needed 2 pieces of wood, which would be ready for 18:00 with the 1 hour click & collect service you offer. I informed my wife that I was popping to B&Q. She then told me she needed some other items, We agreed that we would go into store collect her items while I was waiting for my order. My wife went on to spend £170.44 in your store on garden materials and we placed these in the car at 17:55 therefore confident I could join the queue for the click & collect knowing it would be past 18:00 once I got to the front of the queue. It was indeed 18:05 when I spoke to Abigail at the click & collect counter where she explained that my order wasn't ready. I happily offered to move aside to allow Abigail to continue with other customers. It wasn't until a few moments later and listening to a conversation Abigail had with her colleagues that I realised my order hadn't even been started, and I would need to wait for it to be picked. This was frustrating because in hindsight I could have collected the items myself while shopping with my wife. However your promise of 1 hour click & collect had failed and I wasn't to know. What else was frustrating was the number of B&Q staff around the counter yet Abigail was the only one seemingly doing any work and some where actually packing up to go home. Abigail put out a tannoy request for a C&C picker to come to the desk, again some minutes past and still no picker. Then a lady (I don't know her name) said reluctantly "I'll go and get it" (meaning my order.) in this time my wife and I saw customers come and go from the C&C desk, who also brought other items that wasn't on their original order and was allowed to pay for them at the C&C counter. after around 10 minutes my wife had started to wander around and actually found some nails that she needed for the artificial grass we had purchased. Therefore stayed at the C&C counter believing we would be allowed to pay for these nails in the same manner as other customers. Eventually our items arrived at the C&C desk at 18:20 and the lady who collected the items proceeded to check my ID. I asked if we could pay for this extra item, to which she point blank refused. stating we would need to go through the checkout. I pointed out that other customers had been allowed to pay for extra products, She stated they shouldn't have done. and was quite rude in her response. so my wife had to go back through the checkout. It is not my fault there wasn't another member of staff available to deal with my order, it should have already been dealt with. She seemed very annoyed that she had to collect my items, again not my fault. Overall. the Click and Collect service was not an hour. therefore false advertising. I didn't receive the same level of service that other customers received and then one member of your staff was rude. I am absolutely annoyed with your company after spending almost £200 in store/online in one day and I get spoken to the way I did. Thanks for poor service and even worse customer service, I will take my hard earned cash to other DIY stores in the future. Please, please, please ensure all customers receive the right level of service going forward, and identify the lady who spoke to me in the manner she did. I received an email back from B&Q, Stating my complaint had been past on to the Milton Keynes store and would be contacted within 48 hours. I had to send another email 10 days later as follows I have still not received an email from the Milton Keynes store and is now 10 days since your email. Therefore, I can assume the Milton Keynes store believe the treatment I experienced on my visit is acceptable, moreover they have no need to contact me nor offer an apology. This is even more disappointing than the original complaint.”

Helpful Report

Posted 4 years ago

“I cancelled my order week ago but I didn’t receive my refund yet. I called customer service but they said that they couldn’t do anything about it and they need to inform the store. I am waiting for my refund. I don’t know they are going to refund me or not”

Helpful Report

Posted 4 years ago

“Waited 2 weeks for a delivery date,The delivery arrived and was only given Part delivery of items and no contact to let us know until the actual delivery arrived. We paid £30 delivery to get half the items. I called up and nobody seemed bothered, asked for a refund of half of our delivery as only received half the stuff, was told would get a call within 48 hours. Nothing!! The part money for the items we didn’t get was refunded, with none of our delivery back. Will not be using B&Q again, absolute shambles. Very poor service and rip off delivery charges.”

Helpful Report

Posted 4 years ago

“I would like to say a Big thank you to two young men Scott and Wayne, who went the extra mile to help me today, their customer service skills where exceptional while I was shopping for paving flags, Mrs Lea”

Helpful Report

Posted 4 years ago

“A young man I think his name is Nathan was extremely helpful to me, I was buying turf and he kindly lifted it into bags I had brought and asked if he could help further. As always a good service from your Caerphilly store.”

Helpful Report

Posted 4 years ago

“Never leave a review but they are liars..waited in all day for delivery. They lied that it was a failed delivery...no text. Email or call..total jokes.......apparently they rescheduled to deliver Friday when we won't be in....wouldn't even know that if we hadn't have rang, which took all day long to get through.....got our money back!!!!!!”

Helpful Report

Posted 4 years ago

“Very impressed with Iona the kitchen designer, she was so knowledgeable & helpful & was a pleasure to deal with.”

Helpful Report

Posted 4 years ago

“I ordered my paving slabs from the branch Hartcliffe Bristol 24/3/21 they told me there wasn’t any slots over the Easter they said it will be couple weeks wait (ok)then out the blue Sunday evening I get a text saying the slabs will be delivered 6/4/21 AM delivery I waited and waited 12 o’clock been and gone I phoned Bq automated line what a waste of time it cuts out line goes dead I tried track my delivery waste of time your phone lines instead fit for purpose so I phoned the branch explained my situation they said they will find out what’s wrong and call me back that was an 1 and half hrs ago no call back.So I’m going back up there tonight to get a refund I’ll get my slabs at castacrete where they care just that bit more I think you need to take on people at BandQ the old fashioned way interview face to face because to be honest most of them in there don’t know what their doing that includes your managers”

Helpful Report

Posted 4 years ago

“Avoid at all costs!!! Made the mistake of buying a bathroom from them, terrible mistake! And the after care and customer service is truly atrocious. Despite having garrantee/warranty still had to get trading standards involved and threat of legal action to sort the mistakes/damages they caused, and even now still fixing the disasters. If you have any sense then please avoid at all costs!!!”

Helpful Report

Posted 4 years ago

“Visited Bury B & Q yesterday morning. Just wanted to show my appreciation to Tom who was extremely helpful. He located the MDF sheets we required (as the shelf was empty) then cut them to the sizes we requested. Nothing too much trouble. Thanks Tom, you've made my home project so much easier !”

Helpful Report

Posted 4 years ago

“Went to Workington b&q today for a chiminea , I asked a very helpful young lady if they had any more, they did , but they weren’t sure were the one I wanted was , both Beth and Lee went out of their way to find it for me , well done b&q for employing such helpful staff .”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,595 reviews