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

“Yet another one star review. Castlepoint store this time. Approached tills, a surly assistant barked 'My till is card only, that ones for cash' - I was sorely tempted to use one of my free gift cards(supplied following earlier problems) but decided to go to the cash till instead, then the bar scan said the price had mysteriously risen since I collected my floor broom from the display (they just looked at me in amazement when I said someone needs to sort out the mixed display. seems someone had mixed with more expensive brooms. British workers at their best eh?”

Helpful Report

Posted 5 years ago

“SHOCKING CUSTOMER EXPERIENCE FROM HULL RD YORK STORE The manager Paul Dougan approached me because I didn’t have a basket or trolley and was using my own bag whilst shopping. He was rude, aggressive and intimidating, it was embarrassing and humiliating I was made into a spectacle, a show piece. I have used a bag in all shops, M&S, Tesco, Wilko and BQ for the last 5 years without issue since we have to take our own in (in favour of it - plastic waste). It’s not policy, it’s not law, if it is policy let customers know - no signs any where? I went to M&S on my way home used my own freezer bag to put my cold items in, used their self service paying point? Took out off freezer bag scan and into a second freezer bag and used the same approach in my local BQ store, bag products, till pay. I ask to speak to the manager and asked for the details of the manager BQ store Hull rd - ask dose BQ have a policy that you must use a basket or trolley and you are not allowed to use your own bag shopping, he said NO! The complaint isn’t about policy it’s about the unprofessional manner in which a situation (in the managers view) was dealt with, Rude, aggressive, humiliating - I have had to deal with the anxiety and stress for the rest of the day, I have high blood pressure and try to avoid entering into a stressful situation in order to manger my stress levels. I was doing ok, until today. I’m not sure if this guy was having a bad day, or he has a temper but it’s inexcusable, unprofessional in the work place and a poor example of management. He is an out and out bully, he would have had some people in tears?”

Helpful Report

Posted 5 years ago

“Ordered 2m piece of guttering. Cost £4.80 + £5 = £9.80 total. Delivery was quick next day delivery 10/10 for that. 1/10 for no protection on order and arrived cracked at one end. Will not use them online again as a result.”

Helpful Report

Posted 5 years ago

“Ordered 2m piece of guttering. Cost £4.80 + £5 delivery = £9.80 total. Delivery was quick next day delivery 10/10 for that. 1/10 for no protection on order and arrived cracked at one end. Will not use them online again as a result.”

Helpful Report

Posted 5 years ago

“Ordered 2m piece of guttering. Cost £4.80 + £5 = £9.80 total. Delivery was quick next day delivery 10/10 for that. 1/10 for no protection on order, which arrived cracked at one end. Will not use them online again as a result.”

Helpful Report

Posted 5 years ago

“Bought a £50 Xmas tree - half the tree has had its branches cut off - disgusted that these are not checked before offered to the public! Would like a refund”

Helpful Report

Posted 5 years ago

“Just got £60 worth of vouchers for free. That shows the level of competence when they start offering compensation.”

Helpful Report

Posted 5 years ago

“Completely disgusting be warned if you are ordering a kitchen, make them double-check stocks and delivery dates they are a nightmare things missing blaming parcel force then well trying to speak to someone at the Warrington branch is very difficult”

Helpful Report

Posted 5 years ago

“After 3 trips to store and still none available but website says several in store and 3 online delivery’s which sent the wrong colour now after several online conversations with customer service and managers now no answers to emails to where £30 worth of vouchers as compensation for the disgraceful service B&q have given. B&q are a joke and will never be shopping there again!”

Helpful Report

Posted 5 years ago

“Absolutely disgusting company! My parents had a bathroom done in 2016 that has taken years to complete due to shoddy workmanship and ridiculous contractors being used. Their complaint is still ongoing and the company seem unbothered and cannot even offer reasonable compensation. Nobody listens and nobody cares. DO NOT use!”

Helpful Report

Posted 5 years ago

“Went to the Kirkcaldy store and tried to purchase a polystyrene insulation board (£8.40p), which was advertised on the B&Q website. Was informed that they did not have it in stock. I therefore asked if they could order the item for me and have it delivered to Kirkcaldy - where I would collect. Was then informed that I would have to pay £30 for it to be delivered to their Kirkcaldy store. Yes, £30 to their own store. End of story! I'll buy it somewhere else - probably from a Local Trade Centre, where I'll probably get it cheaper. So much for B&Q customer satisfaction. It's sad to see this firm gradually depart from their own original customer-based values. The staff are so good and helpful - yet the upper management are dragging the company down. C'est la vie.”

Helpful Report

Posted 5 years ago

“Had a kitchen order delivered with damaged corner post phoned told they had a replacement and a manager would be in touch to arrange getting it to me but they refunded £6.40 anyway.Heatd nothing so emailed heard nothing for several days then email we have refunded matter closed, can't buy a replacement on line or in store so now new kitchen with very visible corner lpost thanks B&Q.No wonder customers are deserting you and profits continue to plummet!!!!”

Helpful Report

Posted 5 years ago

“Spent a fair amount of time yesterday at the Scotswood B and Q Newcastle and had excellent service and advice from a young man named Thomas who went out of his way to help us. He even ran over his working hours to assist us packing the car.”

Helpful Report

Posted 5 years ago

“Called to make a complaint, promised call back from back office team. The call never happened and I have had to subsequently chase and make calls for 5 days before even speaking to someone in this team. STILL NO RESOLUTION. VERY VERY UPSET WITH THE SERVICE AND BEING CONSISTENTLY LIED TO BY CUSTOMER SERVICE STAFF. THIS CASE HAS NOT BEEN INVESTIGATED THOROUGHLY AND REQUIRES IMMEDIATE ACTION. It took over an hour to purchase the kitchen after already spending 90 minutes the previous day designing it. Delivery drivers were rude, arrived 2 hours before the should have meaning I had to take more time away from work. I have cctv video of them making disgusting remarks about our pet. Items were missing from the delivery and scheduled for delivery on a day when we are unavailable to sign for. Call centre staff have given poor/false advice. Have never returned a call as promised. Inturupting, poor attitude, unhelpful call centre staff. We were told items missing from our order were not available in the UK only to discover these items were in stock in volume in store. Still no resolution after days and days of trying. Very poor service, I will be contacting head office.”

Helpful Report

Posted 5 years ago

“Helpful staff member at the Trafford park store called Adam - went above and beyond to help load both the trolley and the van!! Very happy”

Helpful Report

Posted 5 years ago

“I had a member of staff at b&q trafford park named Adam and he was very helpful and very polite made me feel welcome and important so thank you Adam and thank you b&q for hiring him 👍🏼👍🏼”

Helpful Report

Posted 5 years ago

“Do not buy xmas trees from B&Q, £40 for 5ft 8" pile of twigs, tried to return, called me a liar, %#@% them, never going to B&Q for anything ever again. Scammers”

Helpful Report

Posted 5 years ago

“Pigs ear from start to finish. Planner got our measurements wrong, had to compromise on 2 units, didn’t leave enough room for end panels, have been back to store 16 times in a 4 weeks as cabinet doors wrong and new ones ordered but wrong sizes sent 6 times! Washer came with no tenplate so can’t put door on, tap on sink fell to bits so did the plug. Dream kitchen turned into a nightmare. Staff very unhelpful nobody takes responsibility for all mistakes. Would never go here again!”

Helpful Report

Posted 5 years ago

“Speaking to customer services when they've messed up is akin to a masterclass in gas lighting. I've never been so shocked and appalled. They still owe me £86 in goods not received but after a total of 3 hours on the phone I had to walk away for the sake of my mental health.”

Helpful Report

Posted 5 years ago

“0%customer service not please at all”

Helpful Report

Posted 5 years ago

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