B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,580 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,580 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

“Went with friend to Gt yarmouth BandQ Trying get wood cut for shed roof. Pushed from pillar to post nobody anywhere would help or give info. No interest or help from staff. Went to Jewsons around corner verh helpful couldnt do enough for you. Wont be going band q again I will be going to JEWSONS.VERY HELPFUL.. GOT EVERYTHING HE NEEDED NO FUSS. D.”

Helpful Report

Posted 4 years ago

“Dear Mr Graham Bell, I felt it absolutely necessary to write into you. I'm a UK resident and have been all my life and as far as I can remember B&Q has been around for many years, built its reputation and position within the UK Building Industry. I have always shopped at B&Q for all my DIY requirements and never have I been disappointed until this time and what a disappoint it is! Last year my family & I decided to re-do our main bathroom and decided to work on the project with B&Q. Although it was lockdown, we still went into B&Q Acton to look at options and see what advice B&Q can give us. We started with a design specialist who went through the design back in November and then all finalised and the order was placed in Jan 2021 with fitting was organised for March 2021. Now the core of my complaint is as follows, I expected B&Q to advise me and guide me from design to selecting my entire bathroom suite to which they did. This has all been an absolute shambles, I trusted B&Q so much that I even went with a recommended bathroom fitter by B&Q Now I have spent nearly £6,000 for the purchase and fitting of the bathroom. Now put yourself in my shoes, after having spent as much money as that, you would expect to be happy and content, but that's not case! My family & I are so very upset and not happy at all with the job: - The design we had accepted on the basis of B&Q's advice and recommendation, on the computer it looked good and I would have thought in reality it would also look and and be usable but that's not the case at all. - The bathroom fitter recommended by B&Q we went with only on the basis on recommendation by B&Q. Once the work started we did start to notice that the fitter and his team did slack which we picked up on and all the constant chasing and nagging to get him to do the work on time and in a clean and professional manner, but that did not happen at all. His work was very un-professional and dirty. - The Bathroom is complete and its just been a few weeks, the showers not heating up, controls not working, toilet roll holder has fallen off, the there was a leak from the shower which came down into my kitchen, cracks in the fresh new grout, basin tap not fitted properly, toilet flush not working as it should and have to flush many times again and again. - The shower and bathroom design as you know was on the recommendations of B&Q, its just not right and the shower is just very small. I remember mentioning on a number of occasions that please design the bathroom based on good use of space and this has not been the case and we are not happy at all! - B&Q and the B&Q recommended installer has made an absolute mess of my bathroom, and my family & I have no choice but to re-do the entire bathroom again, as this newly done bathroom by B&Q will just not work for us. - it is only fair that my family and I are compensated for this absolute mess, we are looking to have the bathroom redone now but now need to save all over again, this is just not fair! - Mr Bell what are you going to do for your loyal customer ?”

Helpful Report

Posted 4 years ago

“Just want to say a massive Thank you to Sean at B&Q Northwich. Popped in this morning as the website said they had stock in of a item however I couldn't locate it so asked Sean for help. Unfortunately they had sold out but he said they had two deliveries today and if I left him my number he would let me know if they were on either delivery. He called me to advise that 3 had come in and Did I want him to save me one. Have just been to collect it. Brilliant customer service thank you 😊”

Helpful Report

Posted 4 years ago

“Spent about 2 hours trying to place an order before giving up because the website constantly crashing. Eventually managed to place the order the next day. Was told it would be delivered in the morning but didn't arrive until fine 3pm without any notice that it was going to be late. One of the items missing, one fence panel that was warped and not properly treated and another one is broken. Was told by the delivery people that customer services would be in touch and have tried to get in touch through the website but no response.”

Helpful Report

Posted 4 years ago

“We are in the process of making a sensory panelled wall in my severely disabled son's bedroom. His support worker asked the gentleman about how many cuts we could have and explained our reasons. This man went above and beyond and did everything we asked for followed by a young girl completing our request a few days later. To them they were probably just doing their job but for us they have made this project so much easier. All the staff at Canterbury B&Q are so welcoming from the moment we get to the store its a polite hello and when we leave always have a good day. Little things like this go a long way thankyou. 😊”

Helpful Report

Posted 4 years ago

“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

B&Q is rated 2.2 based on 2,580 reviews