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

“Excellent design and customer service with sam the lady at merthyr bq nothing was too much trouble for her , kitchen arrived on time good quality units and all that was ordered arrived ..very pleased with service”

Helpful Report

Posted 4 years ago

“Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had been put in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock. To which nobody within B&Q thought it was appropriate to inform us. So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise a further complaint. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens. Sammy”

Helpful Report

Posted 4 years ago

“We visited North Shields store today. We were looking for information on Splashwall. Tish, from the department couldn’t have been more helpful, her product knowledge was great and gave us all the information we needed, she deserves a pat on the back.”

Helpful Report

Posted 4 years ago

“just visited washington branch. mandy couldn,t do enough excellent customer service other staff not so helpful.”

Helpful Report

Posted 4 years ago

“Brought a kitchen from b&q in Chippenham customer service excellent.Nothing was too much trouble joe was extremely helpful and knowledgeable.Would definitely recommend.”

Helpful Report

Posted 4 years ago

“Had a kitchen designed by Ryan at your Washington store. He listened to us gave us advice and ideas. We had confidence in him he made the process easy by listening and advising.I would definitely recommend him An asset to your company.”

Helpful Report

Posted 4 years ago

“Malcolm at Culverhouse Cross could not have been more helpful. He helped us kit out 2 bathrooms and a kitchen. He was thorough, patient and displayed impressive product knowledge. He also ensured we had value for money.”

Helpful Report

Posted 4 years ago

“Would just like to leave a review for the fantastic customer service I received at the oldham store Westhulme Way on Mon 26th April! I was looking for replacement fence panels and didn’t have a clue where to look! I wandered round the gardening section and then into the building section! Just when I was about to give up I met with Lewis who was really polite, friendly and helpful! He asked me exactly what I was looking for and then walked me round to look at the various options! I was so greatfull for the time care and attention he took! Will look out for him again when I’m next in store!”

Helpful Report

Posted 4 years ago

“I paid click and collect- told to collect at 6pm as outlined it was ready to collect on the order page for 5:50pm Went to store to collect told it’s not available. Go home and wait! Manager was extremely rude and did not help me. Bnq are demonstrating fraudulent activity by way of taking my money without providing my product. I would not have ordered the item if it was not available. I see no reason why the store should keep hold of my money for 3-5 working days when you they took my money immediately! I am not accepting that their was a system error. It’s a load of rubbish! It’s THEFT! I Was then given a number for customer services however LOL the number was unavailable and disconnects after a short voicemail- Yet; online it states until 8pm! I cannot believe that this company can be allowed to do this! Well looks like Trading standards will have to step in.”

Helpful Report

Posted 4 years ago

“Total Garbage company, delivery service is a total disgrace! I will never use this company again or any sister company in Kingfisher plc lies, failures and failures it is a shame it took me 5 or 6 deliveries and thousands of pounds, I don't mind the odd failure or being told they cannot make it, but a 100% failure record....”

Helpful Report

Posted 4 years ago

“Ordered compost and they failed to deliver on the specified day despite customer services insisting that it would be, (this was after a 32 minute wait on hold) My recommendation is if you want something delivered use Wickes.”

Helpful Report

Posted 4 years ago

“Amazing team at B&Q Bamber bridge. I placed an order for materials for my garden to be done at the weekend, they all arrived on time when promised, everything in tact. Communication was brilliant, very friendly customer service!”

Helpful Report

Posted 4 years ago

“Went to your store in North Wales today and would like to mention a young man by the name of Jordan he helped me to the car with some stones that where very heavy What a lovely polite young man excellent customer service and nothing was to much trouble 5 stars thank you Jordan A happy customer Rhyl store”

Helpful Report

Posted 4 years ago

“Young lady called Rachel was very helpful assisting us to choose a stool. She even organised carry to car service”

Helpful Report

Posted 4 years ago

“Just been to sidcup branch to collect an order after receiving an email saying it was ready then received email saying wont be ready until tomorrow spoke to so called manager very rude man no qualities in customer service cancelled my order without my permission wi never shop here again plenty other DIY shops one lie after another avoid at all cost”

Helpful Report

Posted 4 years ago

“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

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