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

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

“I have brought 3 kitchens from B & Q Not happy with last kitchen and the customer service have said that its our fault. Brought 2 and a half years old and all doors and drawer fronts are peeling ( laminate doors )peeling not only where this might be our fault but in areas where there is no kettle no sink just cuboards on the floor 10 foot away from any POSSIBLE moisture. So if you are planning to put a sink in your house dont buy a b and q kitchen. I will contact trading standards, I will post on FB and help your customers have an imformed overview of your products.”

Helpful Report

Posted 5 years ago

“Checked online to see if Bangor Gwynedd store was open today. Said it was. Drove up and a man ran out of the store waving me away like a lunatic. I rang up but no explanation. A wasted 40 mile round trip!”

Helpful Report

Posted 5 years ago

“I ordered 8 x stone garden slabs weeks ago. They delivered 7 stone colour and 1 x grey. The one was obviously grey. Called twice now, waited to get through for ages. Still no resolution. Noone has even bothered to make contact consistently poor service.”

Helpful Report

Posted 5 years ago

“Staff do not wear any protection, but tell others to keep distance. Are allowed to talk ill of customers, shout at them and tell them to get out of the store. Today we witnessed staff member (Neal) talking to a customer near the checkouts, in relation to what appeared to be an Indian Couple at the checkouts, saying "You know these kind of people, there is nothing we can do", (this was after the man rushed to get something instead of waiting for the staff member), The couple heard this and asked if he was trying to be racist. A female staff member rushed from around 100m away, saying "Did you just call my colleague racist? To which the response was no, just said "Are you trying to be racist?", the female staff member shouted "That's the same as calling him racist, GET OUT OF MY STORE. GET OUT OF MY STORE RIGHT NOW". Unbelievable.”

Helpful Report

Posted 5 years ago

“We’ve just returned from the Bury store and I can’t believe how rude one member of staff at the trade entrance was. After spending over £100 on paint we were stood waiting to pay another member of staff shouted out in a very aggressive tone “whose paying,whose paying?”. When I replied it was my husband he said “ well you’ve got to go outside “. We have put up with poor service in the past but this is beyond rude. On a good note the lady on the paint counter is lovely and helpful.”

Helpful Report

Posted 5 years ago

“B&Q Doncaster - Horrific attitude towards customers by both the Store manager (Richard) and his team of very young and inexperienced "assistants" We wanted to spend £600 on a furniture set at this store and long story short, checked online to find they were the nearest store with stock. When we go there, the stock was in the warehouse but the "assistants" we spoke to couldn't be bothered to get the stock from the back for us and told us to "come back another day" - when we complained to the Store manager that we'd travelled specifically to that store as they were the only one within a sensible driving distance that had stock, we were then advised that we "shouldn't be making the journey anyway as it was non-essential travel", and he wasn't prepared to put one aside for us even though we were prepared to go back for it. What a delightful attitude - no wonder his team are untrained and rude if he leads by that example. AVOID.”

Helpful Report

Posted 5 years ago

“Generally, staff at friern barnet outlet too immature to run a shop of that size and complexity. Poorly laid out, absurd winding queuing system supposedly to protect ( mostly young) staff. Avoid.”

Helpful Report

Posted 5 years ago

“Utterly ridiculous that you won't let people in with children. What the hell would you like me to do with them whilst I shop!!! Pathetic system, queued to be turned away. Will buy future purchases elsewhere rather than use B&Q!! Should be zero stars! Disgusted!”

Helpful Report

Posted 5 years ago

“Went to the paint mixing section today after queuing up 25minutes only to be served or should I say lack of it by two miserable women who were more interested in talking amongst themselves than to me. This store always had a lack of customer service but it has just gone recently really bad. Absolutely no customer service whatsoever. Not interested in helping customers. Would be a Minus star if I could give them one.”

Helpful Report

Posted 5 years ago

“Ordered a trimmer via click and collect at 12.52pm one day. Following morning got 2 emails 1 straight after the other stating goods not in stock and a refund issued at 10.15 next morning. Went straight down to the store and found product on the shelf! If your too busy turn off the click n collect option, hence the low score.”

Helpful Report

Posted 5 years ago

“Placed an order that I didn’t notice until later wasn’t due to come for 2 months in mid July. Decided to cancelled but no way of cancelling order online. Emailed customer service, 2 weeks later - no response. Tried to call. Directed to website then disconnected. Took my £667 pounds but no way of cancelling and no way of getting through. Disgusting lack of basic service”

Helpful Report

Posted 5 years ago

“Last week i visited chiswick B&Q and bought a washing line but whilst in the queue outside this customer drove over a small pot of paint in the car park spraying his 68 mercedes with white paint - there were lots of staff standing there staring so i said instead of staring get some cloths and help - there i heard the staff gighling saying what pratt does that ! 😡 so i went straight in store and reported the staff and spoke to the blond supervisor/manager who said ok i will.talk to them only to see the same manager and same staff eating take out on store tables laughing about the same situation ! Really B&Q is this what you employ ? Hope your customer service training is up to scratch ! 1. Train staff to assist customers needs and requirements 2. Ask management to deal with complaints with upmost respect 3. If managers and staff want to sit inside the store in a group eating take out using the store as a buffet style cafe dont let yourselves be overheard laughing at a customer misfortune.. Shocking ! 4. Lots of shops are shut at the moment and this is difficult times but to make this poor chap panic about his new car then all.laugh about it is shameful”

Helpful Report

Posted 5 years ago

“One star is too good. Pathetic levels of service. Ordered 6 pieces of c16 timber via the website as it was advertised as delivery within 4 days. Waited a couple of weeks without receiving any notifications...I sent 4 emails to them asking where the order was and when it would be delivered...waited several days more...spoke to someone on the telephone from B and Q who said they would speak to Metsa, the company doing the fulfillment, and get back to me. Left it at that. Received a txt from B and Q 3 days later stating that the order is expected to be delivered on 25th June - A FULL 2 MONTHS AFTER ORDERING! Waited on the phone for half an hour to cancel and get a refund. Useless. Ordered online from Jewson and got the timber delivered the same day - for cheaper. Trade Point....trades can't wait 2 months for a bit of timber. I could build a house in 2 months!!”

Helpful Report

Posted 5 years ago

“Phone line that automatically disconnects everyone but kitchen customers and no response to online complaints card. Have just has some furniture break after mild use and no way to talk about replacement or a refund.”

Helpful Report

Posted 5 years ago

“Paid and ordered wood 14 days ago not delivered, customer service non existent Phones disconnected emails not answered and local store no help pursuing refund through PayPal as unable to contact B&Q. Why carry on trading if you can’t fulfill orders.!!!!”

Helpful Report

Posted 5 years ago

“Ordered a £2500 of kitchen units, in January, on the delivery day (March) they delivered about £100 worth of stuff. Contacted them loads of times only to be told that the order has been completed. Now all I get is automatic replies. Disgusting aftercare service. To be fair, never had a problem in store, but I've never ordered so much before. Shocking service.”

Helpful Report

Posted 5 years ago

“Ordered online , received confirmation email saying will be delivered within 14 days and would be contacted within 2 days for delivery date . That was weeks ago , tried all ways to to contact them including Twitter and Facebook and just get what looks like an automatic response from them to check out their questions and answers page . Have had no way of speaking to a person . They ask for patients and understanding during this time but where is their understanding that they have taken my money . They should be advising people that if they choose to order online they will receive no customer service and will not get their items . But they are happy to take your money”

Helpful Report

Posted 5 years ago

“My husband checked the item he wanted was in stock at Meir Park as we knew we would have to queue to get in. Website said they had 2 in stock on aisle 74. We drove there and even though the queue was quite long we were in the store within about 10 - 15 mins. We looked around for aisle 74 and couldn't find anything after 69. We walked round the shop trying to find the item where we thought it might be. No joy. We asked a colleague by the door where aisle 74 was. He told us to ask at Click and Collect desk. Colleague on there didn't know and asked another colleague who directed us to the far end of the store by the trade entrance. Walked all the way back up and found the item we wanted out of reach on the very top shelf near the back. We asked a colleague if she could get the item for us and she told us to go and find another colleague who could get steps to reach the item. My husband walked nearly all the way back to the checkouts and asked yet another colleague if she could help. Her answer was she couldn't use the steps to get items high up for customers. He walked all the way back to the bottom end of the store again and told the colleague at the trade entrance the woman he'd asked couldn't help. We were just about to leave by the trade entrance when another colleague came in from outside and the first colleague asked her if she could get the airplane steps and get the item for us. Her answer was "I don't know where they are". End of story. My husband and I just walked out then. So we'd spent nearly an hour queuing, looking for aisle 74 and asking for help and ended up coming out the store without the item we went for. Why are they telling people on the website that the item they want is in stock yet when you get there the item is out of reach and no one is willing to assist in getting you that item. Not impressed at all. My husband came straight home and ordered the item from Amazon as obviously pointless trying to get it from B & Q.”

Helpful Report

Posted 5 years ago

“Home delivery saga pretty much the same as those below. Unfortunately, when I check the order progress on My Account it is annotated as 'Order Complete', which it isn't, I haven't received anything . There doesn't appear to be a viable method of communicating with them so I'm going to try going into our local store to attempt some form of basic information exchange, wish me luck!”

Helpful Report

Posted 5 years ago

“I stood in a queue for 25 minutes with my daughter and then get told when I got to at The entrance of the store they are only taking card no signs were displayed to advise this before Queueing was not impressed B&Q Botley”

Helpful Report

Posted 5 years ago

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