B&Q Reviews

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

2.2 Rating 2,619 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,619 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

“Just received an email from B&Q saying to get my dad a present He's dead So what do I do ? Very insensitive won't be going back to them”

Helpful Report

Posted 10 years ago

“WORST CUSTOMER SERVICE EVER !!!! I bought a wooden playhouse for my daughters birthday as B&Q stated that it would be delivered within 2 weeks and that I would receive a call or text giving me the delivery details. Neither came so I chased B&Q on numerous occassions and was told on 3 occassions that they would sort it and call me back. I never received any of the calls that they promised and had to keep chasing them. I finally got the delivery 3 weeks after my order and a week after my daughters birthday. The last time I spoke to B&Q they said that the delay was unacceptable and that they would call me the day after the delivery to make sure everything was ok...... I was still waiting for a call 4 days later and AGAIN had to call them myself !!!! Customer service is absolute garbage and I will never purchase anything from this Company again. The playhouse itself is flimsy and not worth the £236.00 I have paid !!! I have sooken to the "Customer Services" dept today and they just simply could not care less and have tried fobbing me off with a voucher. My daughters birthday was ruined and I had to book a day off work due to the delivery being outside of the promised 2 week window. STAY CLEAR OF B&Q and if you want a wooden playhouse go to gardenbuildingsdirect.com instead !!!”

Helpful Report

Posted 10 years ago

“Started the process to have our kitchen done with B&Q in May, was told that it would be ready within 6 weeks. A surveyor was supposed to come by to take measurements, after waiting for 2 hrs he called to say.."sorry i forgot the appt". He came the next day took measurements which where then supposed to be sent to store. Had i not went in to the store to check on progress they probably would not have called for a week. After feeling reassured by the in store agent that it will be done well within the timeframe. I paid a deposit on the kitchen. My wife was 7 mths pregnant at this time. A few days later they called to say that the earliest that they can do the fit is the 27th July! and get this..."its probably best sir, as your wife is pregnant and you wouldn't want her to be around all that dust and noise" Ok..she's actually due on the 27th July, and they are suggesting that it's somehow better to breast feed a new born and the dust and noise is an ideal environment for a mother to rest after giving birth. Will they provide some sort of provision for a new born and mother out of hospital..ha! if only the world was that kind...and there's lot's more! Word of advice do not go anywhere near B&Q to have your kitchen done...rubbish excuses, promises and delays!!”

Helpful Report

Posted 10 years ago

“reviews helps build trust ...... hahahaha........ well to be messed about in store and online for a product that does not exist anymore is disgraceful. Was told your website gets updated every 2 days hmmmm obvisley not considering its been on there for nearly 2 weeks now. 3 times I went into store and live about 15 mile away and you offer me a £10 voucher lol. You go into store and there is not enough staff as you can never find anyone to help you nothing left to say ....... discrace”

Helpful Report

Posted 10 years ago

“The manager of Margate is as unfit for purpose as the dead turf they sold me. Total lack of customer service skills blamed his staff, me and then company policy. Had no intention of resolving the matter! Disgusting attitude very arrogant.”

Helpful Report

Posted 10 years ago

“DO NOT buy turf from b and q!!!!! It's dead and lumpy! After spending weeks peeping my soil and purchasing it was rotten and the customer service was non existent I was insulted and blamed even after a member of staff said the turf was rotten and they knew that the supplier was rubbish!!!!”

Helpful Report

Posted 10 years ago

“I would have rated B&Q a big fat zero star if I could. If you are looking for an item to be home delivered, I would strongly advise that you refrain from doing so. First, the laminates you already PAID for instore to be home delivered get sold by ERROR to some other customer. Then, a different order you placed online for home delivery doesn't get delivered on the day it's meant to be delivered. Several calls to customer services (note: your call often gets automatically disconnected after you've been on hold for ages) which always end up with "we'll contact the supplier and give you a call back", which they never do. You'll finally end up waiting days before you receive your delivery, should you be lucky enough to receive it at all. Word of advice - worse DIY store in terms of delivery. Place your order from some other reliable store unless you are looking forward to wasting your time and getting frustrated.”

Helpful Report

Posted 10 years ago

“I bought a door from B&Q. The quality was appalling. I left a factual, negative review on their website but received an email stating that my review did not meet their standards so would not be published. According to them, reviews are vetted by a third party who decide whether or not to publish the review and B&Q have no control.. I asked many questions as too why my review didn't meet their standards and got fobbed off with a meaningless answer. I think it is clear that the reviews you see on the website have all been censored any cherry picked to put across a good impression. I asked B&Q why they took part in censorship of free speech and I was ignored. I won't shop there again. They are overpriced and much of the stock has been on the shelves so long you get covered in dust and dirt when you pick it up.”

Helpful Report

Posted 10 years ago

“Do not buy turf from B&Q its dead and rotting by the time you get it home.”

Helpful Report

Posted 10 years ago

“I had a complete new bathroom supplied and fitted by B&Q, At first glance it looked very nice,I wont go into all the problems we had with delivery and the installer but their were many, is what i am more upset by is the very bad Quality glaze of the Cooke & Lewis toilet to the point that after every flush excrement stays stuck to the bottom & sides,I got in touch with B&Q and told them the problem, they in turn sent me another one (flown down from Scotland) i got a local plumber to replace it Only to find i have exactly the same problem with the replacment, what sort of rubbish is Cooke & Lewis turning out, Incidentally a friend ask me if they could have the original i told them the problem we had never the less they had it installed and yes the problem is still their. I would be interested to know if anybody else had this problem”

Helpful Report

Posted 10 years ago

“Sheffield - Darnell branch. Manager and staff on bathroom department need customer care training. Manager also needs to take responsibility for items stacked in the wrong place. I bought a wc (3 of them stacked) below a sign that read £87 when I got to the till I was charged £147. I was actually told by the manager when I was looking at them that they were discontinued line hence the price. I bought several other items at the same time and only noticed I had been charged £147 when I got back to my car. I went back into the store the woman on the till couldn't care less. I went back to bathroom dept to query the price. The member of staff shrugged and walked of. I returned everything I had bought. Will I ever shop at B and Quality again. NO WAY.”

Helpful Report

Posted 10 years ago

“Company & staff I dealt with were pathetic , policy on treated customers should be changed, do yourself a favour & shop elsewhere ....”

Helpful Report

Posted 10 years ago

“If I could give no stars I would! I ordered some laminate flooring,underlay, beading and paint (decorating bedroom) online, got a txt to say coming Friday (great up to this point), when it came I was 2 boxes short of laminate and one beading strip was snapped in half and I only had one half in the box! was told to email so rather than waiting I rang, they didn't have a clue why I was 2 boxes short and the paint was being delivered by a different company! And will now have to wait till TUESDAY for the other boxes. I'm doing my room tomorrow and currently sleeping on a mattress downstairs so I won't be doing that till Tuesday!”

Helpful Report

Posted 10 years ago

“Do yourself a favour, buy from somewhere else. Ordered one door on the 15th, chose delivery for the 21st, so far so good. Got a text confirming delivery for the 21st but guess what, 21st came and no door. Tried the customer services number, but they were experiencing 'heavy call volume' so despite my call being 'important to them' I only managed to speak to someone after my 4th attempt. He was was 'very sorry' but as the courier was now closed he could offer no explanation but promised to ring me back the following morning. The following morning rolled round but of course no call was received, so I rang them. Coincidentally they were experiencing 'high call volume' and once again my call 'was important to them', eventually I got through. This time they were 'very sorry' and offered to call their courier.....but the courier was not picking up the phone, so B&Q promised to call me back..........guess what. On the day I ordered a door from B&Q I also ordered a full bathroom suite from a Victoria Plumb (they had got much better reviews, but didn't stock the door I needed), 5 wall panels from Wickes, some plumbing fittings from Screwfix and something else on Amazon. All arrived as promised on the 21st. Fur coat and no Knickers. Is B&Q closing down?”

Helpful Report

Posted 10 years ago

“B&Q is without doubt the most disconnected, disjointed and poorly run organisation. If you want to go an buy an overpriced pot of paint, then head straight to B&Q! If you want to be thoroughly disappointed - then B&Q is for you. If you want common sense, decent customer service and confidence in aftersales, then you really need to go somewhere else! It is just a shame that I can't score them as ZERO!”

Helpful Report

Posted 10 years ago

“Called into my local B&Q in Merthyr Tydfil Thursday evening. Picked up some self-leveling floor compound, and a few other related things, I planed on a spot of DIY at weekend. When I reached the checkout I was told that the self-leveling floor compound was not for sale unless I had a trade card. Went down the road to Wickes, bought everything I needed, no problem. Will never waste time at this store again.”

Helpful Report

Posted 10 years ago

“The most misleading and slack company everrrrr....went to their diy class which website claims runs ever week. Went on monday morning, traveling almost 3 hours to surrey all the way from where I live... only to find that these guys stopped doing theclassez 2 weeks ago. Still went inside, another lady claimed they still run them!!!! In their own store??? Something not quite right there.. its a glaring sign that the company just doesnt care. Still cant get over the fact that companies like these exist. Cmon guys even small companies bother to update whats on and whats not on their website. Shows they are just not bovvered. Will never buy anything from them, and definitely a big no no to friends & family”

Helpful Report

Posted 10 years ago

“Purchased from Chelmsford store 125L bag of compost I had to struggle to get it on the trollie as no staff available to help , I asked the till operator could she get someone to help put it in the car , she asked ""well how did you get it "" ? ( I put it on myself ) she called for someone to help me , I waited 15mins then gave up I then attempted to load it my self , a gentleman an O.A.P like myself loaded it for me . this has happened on several occasions Need to get your act together”

Helpful Report

Posted 10 years ago

“Hello, I had worse ever experience with the purchase of furniture panel from local store in Becton. Order number 87236895. Customer service in that store is appalling!!! I purchased goods of total value of £140 and also ordered home delivery. As the goods were on the top shelves it could not be done on the day or next day. I paid for the goods and delivery and was given a receipt with a promise that somebody will call in the next 3,4 days. The week had past, no one called. I called numerous times to find out about the order, only to be put through random departments. Finally, a chap from kitchen department answer the phone and was able to look in the system and found out that the forklift driver was sick so the goods can't be dropped down and somebody will call me when the goods are dropped. No one called, so I called again and found out that goods are now on the shop floor but can only be delivered the following week. I arranged the alternative transport as I couldn't leave the builders waiting and the item was not available in other stores. When we arrived in the store my ordered goods were not reserved or put away with order number, they were just on the shop floor so had we not arrived on time they could have been sold. I bought my goods 28th of March. My delivery charge has not yet been refunded. Yes, you guessed right! I am being put through from department to department! I also spoke to manager who was not interested in any feedback and reffred me straight to head office. Employees including the manager in that store don't know their product, don't know their policies and lack basic common sense customer service.”

Helpful Report

Posted 10 years ago

“B&Q delivery service is appalling. We should have had our delivery on 28th april which was booked a week previous. We waited and in the end phoned customer services to find out what was happening as had had no communication regarding delivery. We were told delivery would a certain time slot. We were then told we would not get the delivery because of problems at the depot, then we were told it would be delivered and then would not. Upshot was that we did not receive our delivery and would get it on 30th. april. My husband stayed at home all day for this delivery which did not happen. My money for item was taken on 23rd april. No real apology and no compensation. I will not be ordering from B&Q again.”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,619 reviews