B&Q Reviews

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

2.2 Rating 2,597 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,597 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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119

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“ordered an item on click and collect, received email advising me to collect next day. Made the trip to store to be told it hadn't arrived but would be in next day. Called the next day so be told it still wasn't there. Phoned the number on order email only to be told it was nothing to do with them. I was given another number to call who told me it was nothing to do with them either and transferred me back to my original number! After numerous excuses I asked to speak with a manager. This hasn't resolved the issue, no one seems to know who is responsible for click and collect, apparently goods don't come from B&Q, it seems every excuse is there but no real reason as to why the goods being offered for sale are not available and why they stay available for sale on the website for several days. I have tried to email someone higher but unable to get address. No compensation offered for petro, phone calls etc. Sorry, doesn't work with something so fundamental as offering stock for sale you don't have. I have to ring today (another phone call) to see if item in on normal delivery. In these 6 days B&Q have taken my payment but not bothered to adviseme yet why I have' been able to get my goods. The 'click' is easy but forget the 'collect'.”

Helpful Report

Posted 9 years ago

“So after 2.5 yrs my kitchen cupboards are bubbling and peeling, 6 out Of 13 doors to date are faulty! They finally agreed to honour the 10 yr warranty and replace said doors but on delivery they are a differant Colour to the rest of the kitchen! And nope my kitchen does not get a lot of sun! They are refusing to change them all but have offered to sell me the rest of the doors if I want them all to match! This kitchen is still on finance and wasn't cheap! I'm fuming!!”

Helpful Report

Posted 9 years ago

“Ordered 4 items, 3 of which were damaged... promised to re deliver but after waiting in all day they didn't turn up. Then was promised a call back two days in a row and it didn't happen. eventually after chasing, was told the damaged items were out if stock, did I want to cancel order.... not even a sorry!! When I complained to b and q, I got a standard generic reply. I'm so surprised at just how bad it was seem once they got ur money their not interested”

Helpful Report

Posted 9 years ago

“Very bad after installation service in clacton on sea.”

Helpful Report

Posted 9 years ago

“Extremely disappointed with customer service at the store and customer relations team by phone at B&Q I have been racist attact and discriminated at store and called liar , because I have tried to exchange the product for different make . I have raise complain and nothing is happen I would advice people with different colours of skin or religions to avoid the store if it's possible in Gillingham. Kent and customer service, as in general because they won't do nothing at all because there is not trust to customers ! and they are Bias they don't take any notice about kids if thay are there and notes of other customers if they are witnessex and agree with other customers how they dealing is bad”

Helpful Report

Posted 9 years ago

“I order a table and chairs, and I was told the delivery would be on Wednesday, but not what time (apparently they do not know this until the day). So I booked the day off work. The day came and I received notice the delivery would be between 3 and 6pm.....Great I thought and got some stuff done round the house. 3pm came and I started to get excited, got a space in the shed clear....and waited. Just after 5pm the phone rang, excitedly I thought they are here.......How wrong I was, it was the delivery company calling to tell me they will not be delivering today as the driver has reach the max working hours.......What they scheduled more work then the driver could do?? So I asked disappointed could it be delivered tomorrow? ........Nope Friday!!!! Ok so after a moment I calm down and ask what time (so I don't have to book another whole day off work) ?..... Guess what? They can not tell me. Sorry but this is disgusting I have never experienced a none delivery with such a bad excuse!!!! They schedule more work then the drivers can handle and then screw the customer over when the driver can not complete this unrealistic work load.”

Helpful Report

Posted 9 years ago

“Absolutely hopeless. It has proved virtually impossible to buy a kitchen from these people. No one calls you back and different departments don't speak to each other. I was promised they could install it within 6-8 weeks, this turned out to be 14 weeks. I therefore found another builder and agreed a delivery date to coincide with his start date. I then received a message to say they'd deliver the kitchen a week later! After a number of calls I got this brought forwards save for a few items to arrive later. The final items are due tomorrow and I have now received a message to say one is out of stock and won't be delivered till the end of the month. Frustrating in the extreme.”

Helpful Report

Posted 9 years ago

“I wrote a review on B@Q site but they rejected it - why - because it only had a 1 star. I placed my order for garden seat cushions way ahead of time, so I could have them for my garden party. Delivery was supposed to be Thursday. Nothing. Called on Friday about delivery - 5 times and every time a diffenrt answer. Not delivered. Cancelled the order. Monday night B@Q deliveres the cancelled order. Abyssmal service!”

Helpful Report

Posted 10 years ago

“I bought a kitchen center island from b & q lark field , it took 6 weeks to deliver and then it was short 3 draws . Turns out the draws are incorrect and now they want me to pay an additional £ 400.00 . It has taken a day to assemble the cupboards and now I must disassemble and repackage so they can collect and then it will take 2 weeks to pay me back . Service is none existent”

Helpful Report

Posted 10 years ago

“l purchased total bathroom suite July 2013. I had many problems, these include fitting cabinet with wrapping plastic still on, the fitter breaking the toilet, not fitting a plug, breaking a screen and not turning up to work for 4 days. 2 years later i have a leak every time my family use shower or bath. imagine my horror when i call one of your fitters and he showed me how a previous fitter fit the waste pipe and plug fitting 2 years ago. I was 1 bath away from needing a kitchen refit and bathroom refit. it has already shorted out my oven and damaged my kitchen units, i still don't know where the waste water is collecting, water from the bath that is.”

Helpful Report

Posted 10 years ago

“Having spent £20k on a gorgeous once in a lifetime opportunity conservatory, we were very disappointed to be sold floor tiles by B&Q that were delivered in 3 different shades. I raised the concern with B&Q before the delivery but was assured that a professional tiler would be able to mix it up so they were barely noticeable - wrong!! - the poor tilers did their best, but even they feel embarrassed by the final result. Don't buy floor tiles (or any other for that matter) from B&Q - go to a professional tiling outfit that will know the importance of getting details such as this correct - bunch of amateurs - a dream ruined - thanks B&Q”

Helpful Report

Posted 10 years ago

“B&Q Leicester is the worst shop ever ever ever for Customer service. I have been there on several occasions and the staff is most unhelpful, refuse to help or advise you, very obviously do not care about you as a Customer and most of them are quite rude. I was there to buy a kitchen which I never did as the staff send from one colleague to another for 15 minutes and in the end nobody had time to advise me. Sale thing happened when I tried to buy floor: nobody wanted to help, they were rude or completely ignored me. Same thing again when I tried to buy a garden table: they did not have the items for an offer advertised and basically told me to get on with it. The satff at the automatice chek-out was rude, unhelpful and after seeing me buying a few items at the self chekout shouted at me for going through the door saying I had not paid for the items. I have never ever seen staff so miserable, unhelpful and uninterested in their job or in helping or even be civilised with customers. There is obviously a huge problem in this store and a very negative group dynamic among the staff. This cold of course be due to mis-management but this is really horrendous... Something would need to be done. Unless you know what you want, I would not recommend you go there as Customer service is inexistant and staff are ignorant and rude.”

Helpful Report

Posted 10 years ago

“Aylesbury branch- good shop and product range.However, got overcharged as prices scanned at the till did not match the price tag on the products. Be vigilant when shopping there.”

Helpful Report

Posted 10 years ago

“Yet again B&Q's delivery service has failed to deliver on the scheduled date. I ordered three items online, one arrived on the sheduled date, one the following day and the third I cancelled almost a week later. This has happened to me before and will be the last order they get from me.”

Helpful Report

Posted 10 years ago

“Customer Beware, if you purchase a faulty product, which either damages something you own, or has been attached to something you own. If you return the product to B&Q store, together with your damaged belongings; you will only be given refund for B&Q product and not the non B&Q item which was damaged by the faulty B&Q product. You will be told it is up to you to contact the manufacturer of the faulty B&Q product to seek compensation your damaged belongings. This is not how all main UK DIY stores run, those who value there customers care about their customers.”

Helpful Report

Posted 10 years ago

“I have heard a rumour off a member of staff that they are managing long term staff out of the business and replacing them with work experience people from the job centre”

Helpful Report

Posted 10 years ago

“I ordered paint and a paint brush. The next day I receive only the paint brush. So I call them and they are telling me on their system I did receive my order. I had to wait five days before receiving my paint and when I finally did receive it, two 2.5l paints where opened and all scattered round the box. I took pictures. They should not offer and Internet service if they cannot do a satisfactory job. I am furious with b&q therefore I have sworn I will never buy there again.”

Helpful Report

Posted 10 years ago

“If I had read these reviews I would never have ordered from B and Q. On two days when a delivery was scheduled I waited in all day and no delivery came. No communication from B and Q and no response to e-mails so I had to phone at great cost from my pay as you go mobile. Two times after my telephoning they delivered the wrong item because the bar code on their web site is wrong. No communication again. Three weeks since the order and when they charged my account I still do not have the item [although the wrong item is waiting here for uplift. Final insult, they sent an e-mail asking me to write a review of the item 'when it is still fresh in my mind'. This is the item I still have not received. I wish there was a zero star option”

Helpful Report

Posted 10 years ago

“Spent £160 at Sutton in Ashfield store then they had the gall to want to charge me for a small bag to put some of the small items that I had purchased. No wonder they are closing stores. Stay away if you think its not on. Its the first time I have been asked to pay for a small bag.”

Helpful Report

Posted 10 years ago

“I love the stores, but will never ever order anything they don't have in stock. I ordered a bathroom cabinet nearly 6 weeks ago, they delivered the carcass last week saying the door would following. Just got a call from PJH saying it will be 7th August, another 5 weeks away! Seriously awful service”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,597 reviews