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

“Terrible customer service in B&Q London Beckton. They overcharge you and no apologies for the mistake. There are no words to describe how disgusting customer service and management is.”

Helpful Report

Posted 5 years ago

“Order 3 chairs for the garden got an email confirming delivery, no show. Waited a week then rang to enquire. Was informed Stockport warehouse would ring never did. However they turned up to day left stacked chairs plus the table. Just checked chairs one has busted webbing how this ever was allowed to leave Stockport beggars belief. Now awaiting a call to arrange replacement... wonder if you will be ringing me as promised. Should have used ARGOS only my self to blame”

Helpful Report

Posted 5 years ago

“Horrible experience with online customer service. Have had to call up 5 times to chase a refund for an item meant to be delivered on the 4th of May with still no refund. The last person, Chaudri, provided no information or no solution. Just suggested waiting. When asked to speak to a manager or someone who could fix the situation he gave me a different number to call. It took me straight back to him!! I have also requested 2 call backs from managers with no one contacting me. Really shouldn't have to wait so long for my items to be refunded.”

Helpful Report

Posted 5 years ago

“This is poor b&q refusing to take cash There is surely measures they can put into place All other stores are taking cash and my daughter had to walk out without goods”

Helpful Report

Posted 5 years ago

“Very frustrating experience buying online. Offering free delivery on orders over £350 , but only let you buy a maximum of £346, so they will charge £30 delivery. My order is around £600, so they want me to pay twice the delivery charge. No very happy as no one could help calling customer service”

Helpful Report

Posted 5 years ago

“I have recently had cause to visit your Redditch Store, I have used it right from its opening, It has always in the past been a good one. However on Saturday 13th June 2020, I needed some paint mixed, I went to the paint section where a B & Q employee was serving, (only looked about 12 years of age) he looked at me popped a number in the phone mumbled something down the phone, turned to me and said someone will be with you in a minute and walked off??, 20 minutes I stood there, In retail you do not walk away from a customer until you are replaced, I understand these are different times but that is no excuse in this case as he had already served a previous customer to a mixed item, I was extremely annoyed at this lack of respect”

Helpful Report

Posted 5 years ago

“I appreciate with covid stores are over worked etc but up dating your website on times would be a massive HELP .Website says closes at 4 pm so i get there for 3.28 to be told "store is closed now and yes it should of stated that on website but hey he is just a footman for b&q his words.This was the crewe based store Please make customers aware of this when checking your web page.”

Helpful Report

Posted 5 years ago

“We bought gloss frog tape, which has ripped a massive chunk out the wall. Absolutely fuming. Now we have to buy more paint and hope it we can touch up!”

Helpful Report

Posted 5 years ago

“I'm a contractor went to store in Exeter to price materials 5staff acrros the door going in told I have to have a trolley explained I wasn't buying just pricing went to walk on and was met with abuse either push around an empty trolley or leave so I did 5 staff across the trade entrance Have you ever tried to find staff when you're walking around inside You couldn't make it up Push around an empty trolley or shop elsewhere”

Helpful Report

Posted 5 years ago

“COOKE AND LEWIS HELENA BATH FAILED AFTER 4 MONTHS. FIBREGLASS AND WASTE POURING WATER OUT ALL OVER THE FLOOR AND CEILING DOWNSTAIRS. B AND Q VERY UNHELPFUL, DESPITE OTHER REVIEWS SAYING THE SAME THING AS ME!”

Helpful Report

Posted 5 years ago

“Trying to buy a powerful circular saw the Erbouer 2000w one. Find the one for the job only to fine b and q and Screwfix carmarthen stores don't have it on click and collect or home delivery. They can't do home delivery but I can drive over 50 mile round trip to Swansea to get it in their stores there. Two issues here. One is the covid 19 lockdown and a 5 mile travel limit in wales, the other is the added cost of travel. Neither store is apparently able to arrange transfer of the item to Carmarthen and an email to head office of Screwfix was equally unhelpful. So much for service if you live this end of the M4. To add insult to injury we generally pay more for our fuel in the carmrthen area than elsewhere. B&Q Screwfix I'm impressed. Further to this I have phoned the national help line and they tell me that there is nothing they can do either. So well done b and q. Your service is not as amazing as you telephone answering system would imply. I doubt I will consider looking to you for tools in the future.”

Helpful Report

Posted 5 years ago

“Purchased a fitted Kitchen at B&Q Hermiston Gait, Scotland in March 2016 costing in excess of £3.500 paid by Card. The handles for the units were £15.00 per pair x 10 pairs = £150 I checked and the polished chrome finished handles stated on the packaging that they were Guaranteed for 10 years. The chrome started to blister on most of the handles and was informed by B&Q that the Guarantee was one year. ultimately I was able to meet a competent Manager at the Store who replaced all the handles. My advice to you is that you hold on to all packaging showing Guarantee, I was spared having to go to Trading Standards or lengthy Litigation. A verbal Guarantee does not hold up with B&Q. I will not trust them in the future.”

Helpful Report

Posted 5 years ago

“Wanted to pay for my goods in cash and was refused. Very bad service. Every other hardware shop accept s cash. Won t be rushing back.”

Helpful Report

Posted 5 years ago

“I ordered some decking from B&Q's website, where I was allowed to pick the day for delivery. Assuming this could be trusted, and after receiving email confirmation of the delivery day I went ahead and booked in various tradespeople to work around this date. The day before I had still heard nothing, but just assumed this was how B&Q worked and the delivery would be a standard 9-5 the next day. On the day itself I did get a little concerned and after many attempts finally managed to get hold of someone on the phone - it seems they had delayed my delivery and decided not to inform me of such. I understand delivery delays can happen, especially given the current covid situation, but the lack of communication is unforgivable and has left me seriously out of pocket. I would recommend you look elsewhere for your bulk delivery needs.”

Helpful Report

Posted 5 years ago

“Crewe store-disgusting creatures work here. Horrible lady works on the carpark, sack this woman. She said under her breath. "Dirty Gits, they are all the same" when refering to an Asian family, they could not understand what the hell she was shouting at them. There is something wrong with this woman. Stay away from this vile racist store.”

Helpful Report

Posted 5 years ago

“Awful store in Gloucester! If you are ever lucky enough to find staff they are rude and unhelpful. Return process or inability to return plants is ridiculous. Tried to sign up for a B&Q card online 7 times - have yet to be successful. They’ve taken an American concept that works well and are failing miserably at it!”

Helpful Report

Posted 5 years ago

“Staff extremely rude in Burton on Trent store. Got to the checkout & was treated like a leper. Was told to "get back & stand in the square"in a very rude manner. The cashier made it quite obvious that she didn't want to be at work. I have worked in retail for over forty years & have never met with such repulsive customer service. Aisles are marked as one way, with many of them leading to a dead end, giving no option but to back track. Will now avoid this B & Q branch at all costs. Civility costs nothing.”

Helpful Report

Posted 5 years ago

“In wisbech b&q I was shopping for paint and forgot to mention it was for metal and wood and she gave me such a rude look and throughout the time she helped me she was being awfully rude !”

Helpful Report

Posted 5 years ago

“Terrible service and very expensive at Paisley branch. Asked a member of staff for help who could barely give time of day to customer and totally uninterested. Charge so much and try to get more out of customers. The individual bolts/screws are not cheaper than pre packed as it is a requirement to fill a full bag. At the counter they don't wear a face mask but they ask customer to stand a ridiculous way back while they scan products. Woman at till rude and condescending speaks to people like small children. I will not return. Will just go online or to small local hardware stores from now on.”

Helpful Report

Posted 5 years ago

“Terrible service on the floor and at the till at Paisley store. Asked for help with something on the floor and the assistant hurried and disinterested. Everything very expensive, far cheaper at smaller hardware shops or online. Staff wear no face mask but ask customers to stand back a ridiculous way from the till when they check out goods. Staff member at till rude and condescending I will not return, not worth time or the long queue to get in.”

Helpful Report

Posted 5 years ago

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