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

“Not impressed at all, I went 3 times in the shop to buy something that online result available to then discovered is somewhere in the warehouse and nobody can pick it up for me... so the last time I called before and they said it's available and then...surprise! Still in the unreachable warehouse!!!! Very disappointed...”

Helpful Report

Posted 8 years ago

“Ordered and paid for a new bathrooom in July 2016 - fitted January 2017. Washbasin outlet pipe and plug not fitted correctly so asked for it to be fixed. April 2017 ordered and paid for a showerroom. Fitting started beginning of October and then abandoned as fitter needed to get some of the fittings. End October 2017 washbasin in the bathroom (still unfixed) leaking water all over the floor. So 15 months on no shower room, no washbasin. Endless problems with deliveries. Staff in the shops are lovely, it's after that things go wrong.”

Helpful Report

Posted 8 years ago

“Our bathroom still isn't how we wanted it and for the price of it the work was shoddy to say the least! Definitely would not recommend B&Q for anything! I put a complaint in and never heard anything back! We had to keep on chasing for damages to be fixed which were caused by the B&Q fitters!”

Helpful Report

Posted 8 years ago

“Everything from delivery the standard of the work of the kitchen fitter it took them four months to rectify the problems and I am having problems again with the cupboard doors dropping do not and I mean do not get a kitchen from bq”

Helpful Report

Posted 8 years ago

“DO NOT PURCHASE YOUR KITCHEN FROM B&Q SAVE YOURSELF TIME & STRESS IT JUST IS NOT WORTH IT I had a kitchen designed by B&Q and it was the worst decision that I had made. The customer service prior to purchasing was good, however, once B&Q were paid the customer service did not exist all I can say is POOR, POOR, POOR. The kitchen that was delivered did not match the design of the kitchen that I had agreed with the designer. B&Q continually sent the wrong items and missed out items in the deliveries, resulting with me having to take off too many days from work to either wait for deliveries and or return wrong items sent. It has been a miserable and experience. Customer service did not exist once you have made a complaint. I had to be actively on the phone to manage this horrific journey. Unfortunately, B&Q do not like to look in the mirror and learn by their mistakes/complaints to improve their performance and customer service, they prefer to point the finger, pushing the blame onto others including their customers. My complaints span over a year and is continuous. I am still not happy with my kitchen. I like looking at reviews prior to purchasing and silly me relied on a known brand name that had existed for many of years so I did not do any reviews on B&Q prior to purchasing BIG MISTAKE! Please steer clear of B&Q there are many kitchen suppliers, explore your options and definitely look at reviews. All the best.”

Helpful Report

Posted 8 years ago

“Design fault from the beginning lead to me having to buy a bigger cupboard at an extra £250. then the same unit as before was delivered so had to re order delaying the fit by 2 weeks, but unit is still not right so another delay, Fitter now on Holiday another weeks delay.. Designer forgot to put on my order - under lay, Edging strips, Threshold strip, Plug sockets, also made mistake in the amount of lights I needs, all extra cost. Forgot to deliver my kitchen tap and a box of flooring. so many journeys to the store to pick up forgotten items, many phone calls with next to no help. Boxes and martials still in house,old kitchen and boxes piles out side my house. £500 extra cost so far, kitchen unfinished, house a mess and no end in sight. I wish they would come and take it all way so I could go some where else”

Helpful Report

Posted 8 years ago

“I was going to write a review but changed my mind. Instead I am agreeing with all the other bad reviews. It saves me time!! Terrible company.”

Helpful Report

Posted 8 years ago

“Do not under and circumstances have your kitchen fitted with B&Q appalling fit had to be ripped out and started again. 2 week fit start beginning April took 3 months and still fighting for things to be repaired in nearly November. Expensive poor customer service, shoddy workmanship never been so disappointed in my life a total rip off.”

Helpful Report

Posted 8 years ago

“Delivery driver only giving 15 mins notice of arrival. Once he arrived, he parked up the road and walked to my house and said he is just going to his van, he drove off without delivering anything and didnt tell me he was leaving so I waited for him to return for nearly an hour. I had to go back to work. After 30 mins of being back at work, I had a call to say he was parked outside my house. As I was supposed to be working and this was so disruptive, I got in trouble at work. I made a complaint to b & q which they lost and didnt respond to. This shop is ideal if you want to buy a tin of paint, anything more, I wouldnt risk it.”

Helpful Report

Posted 8 years ago

“Paid £3500 at end of August for a kitchen to be delivered middle October. Got a call confirming day & 2 hour delivery slot. Day of delivery nothing arrived when I rang to ask where it was, they informed me they never intended delivering has there was a discrepancy with payment. 2 hours and several calls later to the store, still was not offered an apology or explanation. The best they could offer was a part delivery from the local store some time the following week. The rest of the kitchen would come from main warehouse at some point, no delivery dates given or promised. Absolutely appalling customer service from main distribution centre, they've had my money for a month and half and couldn't care less that my dream kitchen had turned into a nightmare. In the end we decided to cut our losses and asked for a full refund. Please don't order your kitchen from here, they will happily take your money but won't give you any help when they mess up. Still no explanation what went wrong with our order!”

Helpful Report

Posted 8 years ago

“Very bad service. They ruined my kitchen. The designer badly designed my kitchen and they refused to rectify this as they claimed that the designers service was free. My hob is now 10cm from my sink and below part of my boiler. The kitchen is now a mess. I brought an expensive kitchen and they have ruined it. Abdul service for their so called designer and awful complain procedure.”

Helpful Report

Posted 8 years ago

“If I could give no stars I would I shall never be giving B&Q my business again after the appalling treatment I have received and never have I come across such bad customer service! I had to cancel my kitchen order after signing and paying for my kitchen there were then £4000 of additional costs found which of course I couldn't find the money for and B&Q made no effort to help resolve the situation so I cancelled my order. This was one month ago and still it is beyond B&Q to contact the finance company and let them know the order is cancelled meaning I am paying for a kitchen I don't own!! Sort it out B&Q I want my money back and I will not be recommending you to any of my family and friends in the future”

Helpful Report

Posted 8 years ago

“I have recently bought kitchen from Luton branch when it was delivered to my house there were so many scratches and wear and tear on units which and work top was also damaged I have called support department they said to me go to store they said contact support department I went 3 times in store and 4 time called to support team disgusting behaviour I am regular customer but B&Q let me down very bad experience”

Helpful Report

Posted 8 years ago

“Ordered tiles online, stock that was showing as available wasn’t, had to go to 2 stores to make up the quantity, was given boxes bound in tape that turned out to have tiles missing, neither customer services or shop will refund online, expect me to traipse back to store.”

Helpful Report

Posted 8 years ago

“Please do yourself a favour and do not use the B and Q fitting service. We have had a bathroom fitted and now need to redecorate the room below, the job was riddled with shoddy work from the start that has needed to be redone. This is the worst service I have come across ever.”

Helpful Report

Posted 8 years ago

“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 8 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 8 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 8 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 8 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 8 years ago

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