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

“This outfit took our money and order online then failed to deliver on the due date blaming the carrier for losing the shipment. Failed to deliver a SECOND time this time saying they were out of stock. 2 days of massive inconvenience due to lies. We cancelled and demanded a refund, we will obviously never go back”

Helpful Report

Posted 7 years ago

“I ordered a kitchen & bathroom off B&Q and I've received very poor service. The process of ordering the kitchen & bathroom was very good and the staff in the coventry branch were incredibly helpful. However, things started to go downhill after this. The first thing that happened was when I tried to rearrange the date of the kitchen fitting. I tried on around 7 occasions to change the date as I was on holiday and was told I'd be given a call back to arrange another date. I was called back once at an inconvenient time while I was at work and couldn't answer my phone and the homefit centre never tried to call me again. On five of these occasions, I wasn't even called back. The final time I called, I was told the date had been changed but no one had actually contacted me to tell me this. Thankfully, it was on a convenient date. The next issue I had was that I'd told B&Q that I lived in a first floor flat and was told the delivery would be possible. However, the delivery drivers arrived and would not deliver the kitchen order upstairs as they apparently didn't have the insurance. I complained about this and was told it was up to the delivery drivers as to whether they delivered upstairs or not. If I'd known I couldn't even have a new kitchen delivered to my flat, I would not have used B&Q. The final issue I've had is with the snagging list on the kitchen. I was provided a faulty dishwasher which has never worked and a faulty cooker hood where the light button doesn't work. I also had a faulty soft close toilet lid which didn't work. I've been told by B&Q that it's my responsibility to chase up the faulty goods in the kitchen with the manufacturer even though I've paid for working goods to be arranged to be fitted in my home. In regards to the toilet lid, I've been given the parts to fit myself which I don't see why I should since I've paid to have a bathroom fitted, not paid to fit it myself.”

Helpful Report

Posted 7 years ago

“Advertising on website a hot tub at £797.Out of stock for weeks hence contacted customer services for date availability. Response was that it was a seasonal (wanted in ealy August???)product and they couldn't give a date for replenishment and I need to look regularly on any updates on the website. I have now purchased this product from Amazon.BQ are obviously not interested in resolving customer queries or eager for the sale”

Helpful Report

Posted 7 years ago

“Had a bathroom fitted recently and would not recommend them to anyone. They completely fudged the whole thing. Instead of a power shower as I suggested they recommended a shower fitted to the mains hot water supply. Great idea, only problem is the idiot who came round to check and measure the bathroom before installation didn't check the positioning of the hot water tank and how much pressure would be needed for the shower. After the shower head was fitted and the tiling done it was discovered that there was not enough pressure. We had to have a pump installed that they wanted to charge us for. We now have all the joys of living with a lift motor room in the centre of the house without the inconvenience of having a lift! On top of that they replaster the ceiling but said they couldn't paint it as it wasn't part of their job????? We now have water gushing at super fast speed out of all our hot taps, soaking our clothes and getting all over the floor. The fitters didn't seem bothered by this. Very poor unprofessional job, I won't even shop there anymore.”

Helpful Report

Posted 7 years ago

“Never any experience STAFD About to get information on items. Or staff you get items This happens in ever store go to”

Helpful Report

Posted 7 years ago

“Had a trade account your new system sucks .spent around 15000 on kitchens ect but not all at the same time the new way of working would mean i would only benefit from discount on certain months where as wickes is 10%on everything wickes will be getting any orders from now on dissapointed”

Helpful Report

Posted 7 years ago

“Tradepoints my local companies are so pleased you have changed your tradepoints. They give discounts on every thing I need So bye bye Are you going the same way as home-base Guess you do not value custom”

Helpful Report

Posted 7 years ago

“Disgraceful service - went to buy mini cable trunking and found some marked up at £4. When I went to the checkout the item was priced at £5. I refused to buy it so went down the road to Screwfix (owned by the same B&Q company) where I bought the same product for £1.97! Will never shop there again”

Helpful Report

Posted 7 years ago

“We spent £269 last week in lighting and bulbs in the Clacton-on-Sea branch. We had an electrician into our place of business on Sunday to install the lights and he found one of the chandeliers to be broken. I took it back to store for an exchange and Michelle the customer service person was so rude. I only wanted a product exchange not my money back. The lights were not good quality for the money but we did not feel we could do anything about it after the first return was so difficult. I would not recommend b&q due to this experience.”

Helpful Report

Posted 7 years ago

“I ordered a uPVC front door online as did not have stock in store. Door delivered on time, but when fitted vent was snapped and had two right hand sill caps. Emailed to request replacement parts. Took two weeks to get a reply. Could not send parts would need to have a new door delivered, take out parts and they would take door back. New door delivered, but delivery driver did not do collections, so door left with me. Phoned to arrange collection. So will have wasted two days waiting for delivery and collection. New door also had two right hand sill caps. Phoned again, told could email supplier but could take weeks to get sorted. I suggested I buy end cap and they pay me. Agreed would phone me at 10am next day, phoned at 10.52 am, so missed call. I can not be bothered any more, wasted so much time. Feel like leaving door outside on Friday and if it goes missing not my problem. Abysmal customer service.”

Helpful Report

Posted 7 years ago

“As a professional builder for 25years and more I'm sick and tired of problems with b&q . From constant faulty goods , lying to customers to sell their latest rubbish, being told by staff to touch open wires to test electrics. The list I have is endless. Anybody buying from this company is a fool and will almost surely have to more than double the normal fitting costs due to the poor standard of staff advise and terrible products. You get what you pay for and that is why b&q is the lowest end of tat .”

Helpful Report

Posted 7 years ago

“And this is being kind .... appalling service ... DO NOT PURCHASE!!! Spent nearly 9000 on a bathroom took nearly a mth to install with multiple cock ups on orders ... and now toilet leak causing multiple damage to downstairs and expected to wait over a month for this to be fixed”

Helpful Report

Posted 7 years ago

“Wrong flooring delivered, had to go to store and buy the right flooring costing another £100. No refund until item returned. Had to wait in all day for collection. Appalling customer service and very unhelpful”

Helpful Report

Posted 7 years ago

“Shoddy workmanship. Do not employ B&Q Homefit. This is the worst company I have ever had to deal with and their customer services is non-existent. Once they have your money they couldn't care less. In my view, they are not even worth the one star I have given them.”

Helpful Report

Posted 7 years ago

“Bolton Branch. Went in for product and asked where to find it. Got pointed to an aisle but couldn’t find the product. Asked again for assistance (when I eventually found some staff) and got pointed in different location. Still no sign of product so asked again (again, when I eventually found a member of staff) and politely requested showing me where the product was located. Judging by the huff and pulled face, assisting customers wasn’t part of this certain employees job scope. Gave up and ordered off amazon.”

Helpful Report

Posted 7 years ago

“1. ordered a product for a 2 day delivery, turned up on time, wrong colour and type of radiator! 2. phoned the customer services immediately and told it was too soon to report and exchange, please phone back tomorrow! 3. phone back 1st thing in morning and told that the exchange would be done and I should get a confirmation of delivery. 4. phone back following day as not received confirmation, sorry its not been ordered, will do it now. 5. phone on following morning and still not ordered, sorry customer services will call you within 2 hours and sort it all out. phone back later that day and low and behold radiator still not ordered. it is now ordered on exchange and will be delivered exactly 1 week after it should have been delivered and could still be wrong if the incompetence of B&Q thus far is anything to go by. I have now had to put off tradesmen for another week, I am left as to what will turn up and even when I have requested to speak to a manager I have been fobbed off every time. in my industry that is called GUTLESS! I am disgusted with the treatment of B&Q and will never set foot in their stores ever again because of the way they have handled this situation.”

Helpful Report

Posted 7 years ago

“fitted by professionals in the few years we have had it none of the drawers or doors fitted as expected. We paid over £5000 for the units excluding worktops sink and tap plus fixing costs.Within months when we started to use the units everything moved the drawers were no more level the doors drooped and proved impossible to put right.I should stress that the units were purchased ready assembled but the four corner units I bought fell apart when we unpacked them and carried them to the kitchen they had just a thin layer of glue holding them together. As the fitters were there they screwed the units together so they could get on.I told the manager in York about them coming apart not asking or wanting any compensation just informing him of a problem Iwas made to fill like a guilty person well bring them back and we will sort it .So would I buy a new kitchen from .NO WAY”

Helpful Report

Posted 7 years ago

“To start with major issues with the online ordering system. Errors everywhere. And then when I do get the items in my basket and go to the check out half the order disappears. So I give up and I only ordered a mallet and a paving pack. Was down for next day delivery but I was not to be in. So changed it for a day off. No confirmation email/text sent. They other items I went to collect. Could not find half of the items so asked staff. They confirm they had over 9 showing in stock. Came to look with me. Nope none there. Said they must have sold them. I can confirm this was several days ago and the stock error has not been rectified. So beware when ordering click and collect. Decided to try wicks instead. I waited in the day of order delivery and got a text for delivery time. Then got another text later with a different delivery time which was slightly earlier. I had gone to get something for lunch so had to rush back. When it came I was shocked it was only the mallet. When I rang they said it was from a different supplier and they will get them to contact me. Not gonna hold my breath. So ordering off b&q very frustrating and badly managed on their part. It is defently something I will not be doing again.”

Helpful Report

Posted 7 years ago

“Ordered a bathroom via their homefit service. What should have been a 1 week job turned into a 5 week job purely because of B&Q's incompetence. Items were just not delivered, or the wrong items were delivered, or they were broken. The contractors drilled through a gas pipe. The contractors lost our keys. I would happily spend a lot more money next time to just go somewhere else.”

Helpful Report

Posted 7 years ago

“B&Q are not capable of providing a home delivery service. Ordered some furniture for delivery. Waited in all morning. Rang up. Delivery had been cancelled because B&Q didn't give Parcelforce the right flat number.”

Helpful Report

Posted 7 years ago

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