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

“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

“Order placed on 4th April and till now I missed half of the ithems. Embarrassing for B&Q they just still my money. I can't finish my project because of that. Every time I call customer support they send me with nothing. Buy somewhere else !!!”

Helpful Report

Posted 10 years ago

“I bought some valspar mixed coloured paint - bright green! at b and q in queensbury. When I got home I opened it and it was white- so I took it back and told the lady on customer services..- she didn't seem to believe me- called the manager who came and had a look, then instead of apologise ing said ok we won't charge you for another one- well obviously!!!! As you gave me totally wrong coloured paint in the first place and wasted petrol and my time. !! Infact he didn't apologise- just said these things happen- pretty terrible customer service..”

Helpful Report

Posted 10 years ago

“You can not trust B&Q !!! They have on their website product (Anthracite Arnhem Paving Slabs) , which are available for home delivery within 7 days, so I went to the shop asked if they can make the order for me, because I want to be sure it will arrive in 7 days time, because I booked my builder already. They checked the product, and told me it will be available in 4 weeks time, because of supplier or whatever it was, so obviously 7 days delivery is a lying. Likely I didn't bought the slabs online, because it will be a big disaster for the builder. B&Q NOT RECOMMENDED !!!!!”

Helpful Report

Posted 10 years ago

“The customer service i received today was terrible , i aksed a member of staff for help to then be ignored so i asked another member off staff who replied with a sarcastic comment your staff act as if no training was given. I then witnessed two members of staff messing on i then carried my business over to wickes where i recived outstanding custmer servies amd felt very welcomed by staff”

Helpful Report

Posted 10 years ago

“I used to do workplacement for them they accussed me for damaging a customer car and told me to leave the building.never gave me a chance to speak or discuse the issue they just wanted me out and told me they wont take any action aganst me if i left the store this has shattered my confidence and made me feel like dirt but dint provide any proof that it was me i think i was treated unfairly.”

Helpful Report

Posted 10 years ago

“Do not expect a delivery from them. Do not expect an explaination or to speak to anyone who can give you any sense. First day of failed delivery was told no-one answered door. second day of failed delivery just didn't turn up. Rang number and told accident in warehouse. No one was going to ring us to let us know it wasn't coming. Phew just don't waste your energy with them .”

Helpful Report

Posted 10 years ago

“I have paid for and should have received my Dimplex Jazz electric stove by the 8th April, still no delivery. Not only have I had to contact b&q twice to be told that my parcel has been delivered to the wrong part of the country and have been told it'll be delivered tomorrow on 2 different days, I'm still non the wiser as to what parcel force are doing with my parcel, when is it being delivered? The lack of communication is shocking. The delivery service is the worst I've received. Through the delay and lack of being in the know, being lied to by 2 B&Q advisors I have lost any trust in your company and have lost any future custom from me and my family. I will be taking my business else where. What is happening with my parcel??”

Helpful Report

Posted 10 years ago

“The worst customer service I have ever had. I went to pick up 6 large bags of gravel, they extremely heavy and awkward to handle. As I put them into my trolley, 3 members of B&Q staff were there and not one of them asked if I needed any assistance as I obviously struggling. Unfortunately the bad service carried on at the kiosk as the young girl working was impolite and unhelpful. When I pushed, my very heavy, trolley to the car, going past several members of staff, the only person that offered to help me put the gravel in my car was a member of the public as he could see I was struggling.”

Helpful Report

Posted 10 years ago

“Second time that orders placed on the internet haven't been delivered on the day promised. The usual excuse offered that its coming direct from the manufacturer and their courier. Its the last time I will order from B&Q on line and will advise every one to think twice. Very poor service. At least by not ordering from them again it will mean I'm not wasting my time and loosing money!”

Helpful Report

Posted 10 years ago

“Ordered a radiator via "click & Collect" An email from B&Q said... Available to collect from 12:00pm tomorrow from Preston - Bamber Bridge store. I went to collect at approx. 6.30 pm...what a fiasco!! I waited in the queue for at least 15 minutes, obviously not enough staff, they seemed totally disinterested in customers, even talking about the time of their breaks and days off. Was eventually served...by about 3 assistants as no one knew what they were doing, and guess what... my radiator wasn't there!! I had to choose "Click & Collect" as it stated on your website... "Our stores do not stock this product" I had a plumber coming the day after at 9am to fit the radiator so as you can imagine I was not best pleased. I cancelled the order and was told by an assistant my money would be refunded in 48 hours...it actually took 7 days! Now...I thought I would look to see if I could perhaps get another radiator as the plumber was booked...and guess what...I found the exact same radiator in store!!! Can you see why I said it was a fiasco:(( Perhaps more customer service training all around would be a good idea. In these competitive times we customers can choose to spend our cash where we want and I chose my local B&Q, don't think I will again.”

Helpful Report

Posted 10 years ago

“Web site tells us its open today but on arrival it was closed. Well done B & Q”

Helpful Report

Posted 10 years ago

“Rude, confrontational and aggressive member of staff called rob that works in Northampton B and . When questioned after he misused the baby changing area, causing me to wait for around 15 minutes, he was rude and confrontational, raising his voice causing my baby to become upset. He then physically slammed a door into me stopping me from walking through the door and hurting my foot. Disgusting treatment of customers, upsetting and shocking experience. Not a baby friendly store at all. Baby changing facilities are also filthy and disgusting.”

Helpful Report

Posted 10 years ago

“Today I went to your store in Bexhill on Sea I was horrified at the poor customer service from the check out operator named Josh. He was miserable,unfriendly and rude. The company needs to train in HOW to welcome customers, and realise they are the face of your company,”

Helpful Report

Posted 10 years ago

“I am disgusted with the delivery and customer service I brought bifold doors they came and then they had no fixtures so I called them waited forever on the phone for them to pick up finally they told me they will pick that one up and drop another off well they picked it up but never dropped it off I then phoned again they told me it's on it's way Iv been waiting 8 hours after so many calls and getting a headache they give me another number and guess what they did drop it off someone else's house and they couldn't even let me know ????????”