B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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

“I ordered kitchen from b&q one of the ladder door was damaged which I re-ordered they kept sending it through Royal mail and every time it came it was damaged it happened five times and still I have not received the door to this day rest of the kitchen is finished it been three months can’t get Compensation because it’s like talking to brick wall”

Helpful Report

Posted 7 years ago

“after delay after delay they finally came to fit the kitchen, first mistake was them drilling a hole straight through the wall to other side making a hole in the dining room , second was the builder wanted twenty pound from me because he made a mistake and put wrong wirer in the wall, which i did not pay as i was paying bq for the kitchen to be fitted, then they took skirting tiles of which was our skirting board and wasn't going to replace it leaving a hole all along the walls, which they done in the end after keep having to call up and argue the point with a rude lady from the insulation, , i found the whole insulation stress full, i have a son with autism who needs routine and my daughter was very ill in hospital at the time and have to speak to a rude person from insulation who was very a matter of fact on the phone made me feel i wished i never went with them and would have sooner payed a little bit more for the kitchen with a different company i would not recommend them to anyone, poor workmanship and poor customer service i might add very nice when you are in the shop and ordering it, but once you have a problem different story”

Helpful Report

Posted 7 years ago

“EVERYTHING - islallation, faulty products, lack of communication with homefit staff and their reluctance to take responsibility to solve problems, - installation of bathroom took 2 weeks not 1 in April, as originally quoted. Problems still ongoing at end of September - all we get is promises and delaying tactics. New fitter knows how to solve problems but is not allowed to without authorisation, which is not wllingly sanctioned, if at all. I would never employ B &Q again or recommend them. Next move - TRADING STANDARDS, WATCHDOG and WHICH.”

Helpful Report

Posted 7 years ago

“Bought a Radiator cover for £98 to find it was damaged in two places , I had to pay someone with a van to get me this , I have not got the time or the money to come repeat this , every box was damaged apart from the one I had , which a kind member of your staff got ladders and got up to top shelve to get this for me and it was the last undamged one at bottom of pile , a young guy I asked about cover said there was no more , yet the 2nd guy I asked did this for me , just ashame about damage inside , I bought this last Friday morning !”

B&Q 1 star review on 25th September 2017

Helpful Report

Posted 7 years ago

“Purchased 13 boxes of Nobile, 4 packs of laminate under flooring and Trim for a very 20sqm room. When I booked the item for delivery the man who served me said the evening before I would receive a time slot. I asked because I wanted the flooring fitted very quickly. I was happy to wait but i was thinking this is great that they inform of time slot. I got the text that evening from the store stating it would come before 9:30. I called my floor man. On the day it got till around 10 till I started to panic, the floor man was ready and waiting. I called BnQ and was told the delivery van had broken down and they would call me soon as it left the store. I was wondering why I was not told this prior. I waited till around 11 called back and was told the van still hadnt collected my goods at that point I was very furious as I would be forced to spend the day in. I waited till 12, I got on the phone to a very rude man who told me that these things happened, that the world does not respond perfectly and I should not of booked someone with being given a time slot. I explained that I had, and how rude he was. He told me that there's nothing they can do. I called customer service who very politely offered to pay for my delivery if I could arrange it. I agreed to do this but changed my mind as I didn't see the point. My delivery got her at 2! Two men told me they only just got the call from Ilford, the driver didn't turn up for work that morning and Leyton had forgotten to request for a driver. I walk furious, my day was wasted. I had to pay for the floorman call out, I then had to rebook cancelled appointments for that day and was lied too my the man in Leyton store. I have not received an apology from the store or the truth about my order. I will not be using this service again.”

Helpful Report

Posted 7 years ago

“I placed a £100 plus order online and over a week later received part of the order. So I now have a 6 seater table with 2 chairs! So my money was taken when B&Q knew that they couldn't meet the order. When I telephoned I was told that the remainder of my order was out of stock. I asked if I could order 4 other chairs, that are in stock, and have a refund of the difference, but the agent told me that a new order can't be placed until the refund is agreed. So there is a risk that by the time this is sorted out the other chairs will have sold out. This is the first time I have ordered from B&Q online and probably the last!”

Helpful Report

Posted 7 years ago

“Awful service.. I am sure this organisation will soon close . Had several problem placing order & when the order arrived, 70% is damaged. Wasted 2 days of builders work.”

Helpful Report

Posted 7 years ago

“there should be an option of 0 star, when the items were delivered there items missing which I had to keep chasing some never arrived others had been discontinued but I only found this out after chasing them so had to order different options the tiles we ordered some black some white were different sizes so we had to redesign the tiling which left us with not having enough of the white ones but they had been discontinued we were over charged for work not done and charged extra square meters on most items tiling etc the job over ran by 3 days once the job was done I did eventually get a refund or items not received and work not carried out but after 3 weeks I haven't received a refund for the unused items I have emailed numerous times I called today and they tell me I need to go back into store for the refund even though the items were collected from my house, utter shambles would not use again”

Helpful Report

Posted 7 years ago

“I recently had a new kitchen installed in my home by B&Q's Homefit service and was extremely disappointed with the level of service I received. I have had several weeks of more stress than I could have ever imagined and I feel you should really consider my review before committing to any contract with B&Q. At Christmas time, I decided I really needed my whole kitchen to be renovated. I knew what had to be done but was not confident enough to manage the project myself. So I went into a B&Q shop to discuss my requirements. I was impressed. I was told Homefit were able to provide a complete renovation service for my kitchen. The whole project would be managed and there would be nothing more I would need to do. We designed the kitchen and even went as far as to choose the paint colour that the installers were to use on the walls and style of electric sockets and switches that were going to be fitted along with the waterproof laminate floor. I was SERIOUSLY mislead. They're sales tactic it would seem is to lie to customers until they get a sale. Then of course deny everything they've said. One alarm bell that failed to ring in my head was when I was told by the designer, once I had signed on the dotted line it, the shop could have nothing to do with the project but I was in the safe hands of the installation centre. I felt positive back then but now I realize I've been a fool. During the project I was about to experience a lot of chasing and that when I called the installation centre I would be told call the shop. And of course when I called the shop, I would be told to call the installation centre. When the installation team arrived on the first day, those alarm bells started to ring straight away. They asked what I would be doing with the walls. I explained that I was expecting them to be painted and gave them the swatches the kitchen designer had given me. The team then told me that B&Q don't provide a painting service. NOTE: B&Q DO NOT PAINT. If I wanted the room painted, I needed to arrange it myself. They also introduced the electrician who I could see that hadn't bought the agreed sockets. He told me that I don't have a choice. NOTE: YOU GET WHAT YOU ARE GIVEN. The provided sockets look acceptable despite not being the ones I was told I was getting. Although I have since found out they are cheaper versions of the ones sold in the shop and the red markers on the switches wash off. So they cannot be cleaned if I don't want to spoil the look. To get someone in to paint in a hurry cost me £280 and was extra hassle I could have really done without. Part of the design was to have four 600mm drawers arrange vertically. The installers were quick to discover that the configuration was not going to work. I agreed a modified design with them. And it was quite good. Then when the sink was installed, it was installed in the wrong position losing me a whole worktop in what is already a small kitchen. There was nothing I could do with that. NOTE: THE CONTRACT YOU SIGN STATES THAT THE DESIGN IS FOR INDICATION ONLY. IT MAY NOT RESSEMBLE THE ACTUAL INSTALLATION. IT ALSO STATES THAT B&Q RESERVE THE RIGHT LEAVE A JOB INCOMPLETE IF THEY WISH. The installers did well re-designing me a side-by-side drawer arrangement to compensate for the original drawer design flaws. Unfortunately it means I had one drawer that was stiff to open and close while the other is installed at an angle. It isn't flush with the other drawers (it sticks out on one side). Of the three remaining drawers one jammed open and the runners on the other two sound like there's something stuck in them. One person from B&Q told me, "They work better with stuff in them" another told me, "they're overloaded". They were clearly not - I couldn't win. Another problem that was discovered was the waterproof flooring was in fact not waterproof. I was concerned from the start how 'click together' laminate floor could be waterproof and really went to town asking the designer lots of questions about it. I was assured it would be fine. However I now have floor in an area where there is water and other liquids that I have to be extra careful with and make sure any spillage is mopped up immediately. One thing that really caused a problem was the cooker hood. They tried to install a hood but it just was not working out for them. They could not get it ducted through the wall. It was also faulty with flickering lights and a loud whistling noise. I asked them what would be appropriate and we agreed a different type of hood. The new hood was installed but it was vibrating like crazy. No one seemed interested in repairing it. Under the cooker hood a gap has been provided for a 60cm wide cooker. Unfortunately the gap is actually not square and the end panels are not quite not straight. They had to be unscrewed and bent in order squeeze the cooker in. This not only means the integrated spice rack doesn't close properly, the hot side panels of the cooker are touching the plastic end panels. I worry that the panels may not take the heat and discolour over time however it can't be fixed now anyway as the cooker has been installed and removal would be costly. It would no doubt also involve breaking tiles and potentially a new worktop. One very important thing to note about the service is that the installers are not allowed to plug the appliances in to the electricity supply and it has to be done by the customer. Installation of a fridge-freezer will cost you £29, a washing machine £61 and cooker £264. You have to crawl in and plug the appliance in yourself while they do it. What would happen if I was elderly or infirm? One would hope the installer would make an exception. I opted to just have the washing machine put in as it involves plumbing. I was told the project would take one week to complete but I should allow two weeks. In fact three weeks passed before I could have the cooker in and use it. Installers where still finishing jobs off in the fifth week. I understand this is due to a delay in the supply of materials. But again, quizzing B&Q just lead to various departments blaming each other. The whole time I made myself available where necessary and in the first two weeks I was never out of the house for more than about four hours at a time. At times throughout the project I needed answers from the installation department in Gateshead. My chasing was met with broken promises of call returns and people picking the phone up and putting it straight back down again to stop it ringing. When I questioned this practice I was told by the project co-ordinator that they were managing 14 jobs at the moment, so I supposed it is standard practice. In the end I resorted to communicating by email only. During the project, additional materials had to be ordered, collections have had to be made for surplus materials and waste also needed collecting. When items are ordered for a job, the customer is not always notified but is expected to be at home to accept the delivery. In fact I was only ever notified about one delivery by the project co-ordinator. And as I recollect, that didn't turn up. I'm afraid I had to complain as I cannot be at home all day waiting for deliveries. I was told that when the deliveries are made, if I'm not at home they will be delivered to a neighbour or taken to a depot quite some distance away and I would be expected to collect them. I have the nicest neighbours in the world but the only neighbours around during the day were far too old and frail to be expected to handle large items. Luckily one of the larger deliveries didn't turn up at all and another I managed to pick up at the shop (although I had to beg to arrange it that way). Non-delivery of items shouldn't really surprise me as I was told by one B&Q delivery team member that any missing items are the fault of a distribution centre in Derby where the lorries are packed and things often go missing. The delivery I had to collect from the shop was promised for a Saturday morning. I pressed for absolute confirmation that it would be there and was promised that a named manager would be there 'first thing' and that I could collect from her. When I called ahead (as the shop is long way away and I didn't want to waste a trip) I was told that there was no parcel and the named manager was not there. Thankfully when I put the pressure on I got a call back half an hour later to let me know the items were in fact there waiting for me. When it came to collections of waste, this should have been pretty seamless – the old kitchen had been removed in the first few days. So most of the waste could be collected in the first week. B&Q do not hire skips so the waste was stacked on my driveway as agreed. NOTE: WASTE WILL BE DUMPED ON YOUR DRIVEWAY FOR QUITE SOME TIME. Although the waste was eventually removed, it was the following week. That weekend I spent a long time rescuing things from neighbours' front gardens and my garage roof due to them being caught in the wind. As I recall there were two failed deliveries. No apologies. I wasn't in a position to do any more running around. But the installations centre where still insisting on sending things to me. The installation team are not allowed to carry materials themselves. I politely requested by email that future items should be sent to a more convenient address. The response to this was two blank emails and a call from the project manager. We agreed a meeting. I was pleased that the project manager had taken an interest in the issues with the B&Q materials and I thanked her for that. However there were some things I found quite alarming. Firstly if there are any concerns at the end of a project they are not routinely recorded. She told me it would be 'meaningless' to do so. I was concerned that if problems arise at a later date we would have no reference to these being a concern at the point of installation. I explained that I would not attempt any repairs or modifications myself (I expect repairs to be covered, without excuse) she said, “I should hope you won't because we'll soon know if you have”. But how would you know that something has previously been a problem and that I hadn't caused it? Turns out the project manager's main responsibility it to intimidate people. I'm so gullible I didn't realize that at the time. I was also told at the meeting that it was not up to B&Q remove 6 wallboard sheets, weighing 144 kilogrammes in total. I had to make it very clear that it was listed on my Homefit Delivery List and that I had been charged for four times the amount required to do the job. Removal was finally arranged. The project manager had a look at the vibrating cooker hood and could not be less interested. Nevertheless the representative provided some great theatre, recording the noise on a smartphone (I wasn't complaining about the noise) and said she would look into the issue. She stated that the outcome (or lack of outcome) of the hood will not halt closure of the project and that there is nothing for me to sign anyway so I have no involvement in the sign off. NOTE: THERE IS NO FORMAL SIGN OFF OF THE INSTALLATION. THE FIRST YOU WILL KNOW ABOUT THE 'COMPLETION' OF THE JOB IS THE INSTALLATION TEAM WILL STOP TURNING UP AT YOUR HOUSE. The final comment from the project manager that I remember is that trim usually placed around laminate floor is not included in the job. Installers buy finishing strips out of their own pocket so that the floor meets with the wall. Almost as a gesture of good will. She stated that if they do not have the materials to finish the job it is up to the customer to do it. So when I mentioned that there was a piece of floor trim missing she laughed and told me I should buy some and do it myself. I don't feel it's appropriate for the installers to have to pay for materials left off an order. Over the course of the meeting I had it spelled out to me that with the Homefit service, you have actually only ordered two things, materials and a service to fit them. As I mentioned at the top of this review, I was under the impression I had order an 'all in' service. NOTE: B&Q WILL NOT PROVIDE A COMPLETE KITCHEN INSTALLATION. I was told I could expect three courtesy calls throughout the job. Well I had to constantly chase things so I suppose that is why I only got one courtesy call at the end. That was to tell me a Warranty Pack was going to be sent out. I did ask during that call what was happening about refunds for unused materials and work that wasn't performed or requested. I was given no detail although some refunds have now been made. Eventually, after a lot of persuasion the refunded items have been itemised. A note about electrical certifications. These certifications are not legally required but B&Q insist you have to have one. They charge £117 for the certificate and it's just a pre-printed form. No-one comes to inspect. So I was expecting to hear back about the fault with the cooker hood and drawers. Because I didn't and my stress had gone through the roof (I was feeling physically ill due to all that had gone on) I wrote a letter of complaint. Surprise-surprise, no response. I waited over a month before sending a reminder. And another month before sending another reminder and a further two months before sending a final reminder. Realizing I was getting nowhere I contacted The Furniture Ombudsman. This is a service that B&Q have subscribed to in order to help them resolve complaints. The Furniture Ombudsman totally agreed with me and informed B&Q they should do the work. Nothing happened. I complained one last time and received no reply. Now for the best decision I'd made all along. For the installation of the kitchen, finance was provided my Hitachi Personal Finance. They were brilliant. I forwarded all my complaint letters to them. Within a week I had a phone call from B&Q in Gateshead - they wanted to come out and finish the work to the kitchen (all bar the floor trim). Thank you Hitachi! I'm guessing they have the power to withhold funds. NOTE: IF YOU HAVE TO BUY A KITCHEN FROM B&Q, TAKE OUT THE FINANCE. YOU'RE PAYING FOR IT ANYWAY BECAUSE THE COST IS INCLUDED IN THE INSTALLATION - THAT'S HOW THEY CALL IT INTEREST FREE. YOU ARE COVERED UNDER SECTION 75 FOR PROBLEMS THAT ARISE. THE FINANCE COMPANY ARE RESPONSIBLE. Even now seven months on, things aren't quite right but there comes a point where you have to draw a line, lesson learned. Of course I have no acknowledgement or apology from B&Q but maybe I shouldn't expect one. I'm not after money but a letter including the word 'sorry' wouldn't have gone a miss. I had a functional kitchen before the work was started, albeit dated and a bit tatty. As I look around my kitchen now I really wish I hadn't spent all that money. It certainly wasn't worth all the stress. The laminate floor was chipped while it was being installed and patched up with what appears to be blue marker pen, there's a new hole in the dining room wall (the wall cupboards being installed on the other side of the wall) and the seal around the door frame of my kitchen door was split on the first day of the installation to name just a few of the daily reminders I have of the time I had my kitchen installed by B&Q Homefit. Of course I can't prove any of those things were due to the installation so I now have to make the best of what I have an put the whole experience behind me.”

Helpful Report

Posted 7 years ago

“Just had a £10,000 kitchen fitted, nightmare from start to finish, survey done wrong, units missing, wrong units delivered, rude staff, promised delivery dates come and went,but hey ho you have to pay upfront so you are at their mercy.”

Helpful Report

Posted 7 years ago

“Booked items for delivery within 7-10 days. Had a call to book this in and all booked so arranged bathroom fitter for the next day. Later that week had a call to say system problems when delivery book so couldn't deliver meaning a delay of 3 days or taking a day off work. Also no delivery time just the whole day. Shocking service. Ordered from another company at the same time and received their items within 2 days.”

Helpful Report

Posted 7 years ago

“One of my clients chose a specific bathroom suite for their interior design project for several rooms in their home. They unfortunately chose a particular unit from B&Q, which goes under the name of Cooke and Lewis. We were very nervous about this, as being in the trade, we know of their reputation. However, our client wanted those units, so we proceeded to purchase them. They took our money very readily and it clearly stated, "in stock" and delivery within “7 days”, which was fine, as our lead time was approximately 2-3 weeks. It was all confirmed days ago and B&Q stated that we would receive a telephone call within the next 48 hours to organise delivery. We have just received a text message, not a phone call, stating earliest delivery mid-October? The delivery company, which is neither B&Q nor Cooke & Lewis, stated they had none in stock, so said the earliest delivery would be mid-October. We made several calls to B&Q and all we heard was “so sorry, we haven’t got the units in stock”. When my colleague stated we had it in writing about being in stock and the delivery time, a representative of B&Q said, “Sorry, but that’s the way it is” I stated, no, that is fraud. You are lying on two occasions to make people part with their money when you know the product is not in stock, and why don’t you know what’s in your stock room? They then blamed it on the company that supplies them with the product, but I said, if you are advertising it as yours, it`s your responsibility to make sure your website is correct. I requested our money back instantly, still waiting for that. Terrible, terrible company – no wonder they are shutting their stores all over the UK. Do not touch this company with a barge pole. B&Q – it`s actual fraud what you are doing to people. I also know, as we are in the furniture trade, that they let clients order kitchens, take their money, and then postpone their installations dates for months. Be warned.”

Helpful Report

Posted 7 years ago

“When a company like B&Q announce that they no longer use email and you have to send a letter of compliant by snail mail does anyone doubt it's merely to insulate the management from hearing the complaints of their long-suffering public? If I were a principle shareholder of a large company like that I'd be grateful to every customer still willing to complain rather than shop elsewhere. It's the most valuable feedback possible. When someone gets great service from a company like B&Q they tell one friend. When they get messed about and hide from their customers they get a public post to at least 5,000 people on Facebook.”

Helpful Report

Posted 7 years ago

“Literally everything - worst installer and customer experience ever. Never, ever use them.”

Helpful Report

Posted 7 years ago

“I spent several thousand pounds on a kitchen from B&Q and also to have it installed. They wanted all payment up-front, I paid... This was the worse decision of my life. Terrible service after they have your cash. Goods were delivered weeks in advance to your home, they deliveries honestly every delivery had damaged goods and missing items, they even tried to tell me the SMEG oven was delivered which clearly it was not and I refused to sign the delivery, then after numerous phone calls this was sorted out. The workman ship was the worst I ever encountered by any tradesman, I'm no expert my wife would agree but I could have installed the kitchen 100% better than B&Q's teams. So many errors, so many wrong/damaged/missing parts deliveries, so many times I had to complain about the poor standard of work and the bullshit the installers came out with... So many times they never turned up, the biggest load of rubbish ever. So many times I complained and wanted compensation, so many hours of my life wasted... DO YOURSELF A FAVOUR DO NOT BUY FORM B&Q unless you like disappointment and heartache - oh and dealing with a Company who say they care BUT actually do not give two hoots about you the customer. The kitchen was to be something for my wife and I to enjoy, sadly we hate it now and more so B&Q. Regards Julian Herring”

Helpful Report

Posted 7 years ago

“I'd have scored customer care 0 stars if I could, we were supposed to have our kitchen fitted on 21st august, no fitters turned up so tried phoning B&Q fitting service customer care, what a shambles got the answer phone numerous times before actually speaking to someone, to cut a long stressful story, they had no idea the fitter hadn't turned up, they finally found another fitter to start on 4 th sept, in the meantime our dining room furniture is in our bedrooms, our kitchen cupboard items are in living room dining room and bedrooms (because we had to empty them for the refit )due to our new flat pack kitchen and cooker are in our dining room, when it's finally fitted and I ring up to see what they're prepared to do, all they offer is £150 gift card, what an insult, we put our faith in B&Q because it's s big company, obviously money comes before customer satisfaction”

B&Q 1 star review on 11th September 2017

Helpful Report

Posted 7 years ago

“Ordered and had B&Q fit our bathroom which was awful! The bathroom was over priced and the workmanship was dreadful! The tiling was completed really badly and there were a lot of delays! I would never use them for fitting ever again!! I spent over £7,000 on the bathroom and all they gave me back in compensation was £380! DO NOT USE THEM!”

Helpful Report

Posted 7 years ago

“""Ordered flooring online after 12 days called to check the ordered and after long wait was told cannot deliver it bc of shortage of stock and we are cancelling the order, if I had not called for another 10 days they will never inform me.”

Helpful Report

Posted 7 years ago

“""overcharged at the checkout. Complained that the total was more than it should have been. Told i needed to go to returns desk. Spent 15 minutes waiting for items to be checked went back round the store to find the correct price myself. One item was ambiguously labelled - the ticket hanging from it was for the similar item below and its price was behind the product and not visible from the front. The other item was overcharged at the till. Finally got the overcharged amount refunded but took 30mins in total from initially paying and was made to feel that i should be grateful. The woman was rude and when i mentioned my wasted time and effort checking prices she said i needed the exercise - talk about the pot calling the kettle black.”

Helpful Report

Posted 7 years ago

“Terrible experience with B&Q Homefit kitchen install (2017), supposed to be Which? Trusted Traders approved and our fitters weren't. As far as we can tell no-one from B&Q knew anything about the company that did the fitting. Ineffective and at times rude customer service who don't return calls and take forever to do anything. Project was a week late starting (after I had to do all the chasing) and 3 days late finishing (despite fitters being here until 10pm) followed by an insulting compensation offer - we will never use B&Q Homefit again.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews