B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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 came in to the Portrack B&Q on Wednesday 26th Feb! Asked 2 members of staff to help me with ‘Draw handles’ an older women told me ‘go down there you’ll see the handles for a door then be round there’ SO HELPFUL! (not) Another member of staff said ‘Yeah Isle 20’ I personally thought staff members were supposed to be welcoming and take you to the isle? Both members of staff weren’t helpful at all! Left me struggling trying to find the correct handle that I needed within such small time because I needed to be somewhere! If someone had of helped me I wouldn’t have been late!! I believe the staff need more training on ‘CUSTOMER SERVICE’ Thanks :)”

Helpful Report

Posted 5 years ago

“I ordered 3 very expensive tins of paint on line on the last day of the 3 for 2 offer. I chose click and collect from my local store. Received a voicemail the next day saying that they were cancelling my order as they didn't have the stock in the store I had chosen to click and collect from. There was no warning on the website when I ordered that there was no stock at the store or that they would not order the paint in for me. If there had been a warning I would have chosen free home delivery and the paint would have been sent from a central point. So because of the poor website ordering design/the ordering system not checking stock at the chosen store at point of order/B&Q ordering the goods in to the local store, I will be over £60 out of pocket. I wouldn't even give one star but had to, to post a review. Thanks B&Q!!!”

Helpful Report

Posted 5 years ago

“Purchased a Fire Angel ST-620 Smoke Detector with 10 year battery from B&Q Bolton in May 2017. Battery failed last night. So much for 10 year life! B&Q refused to replace without a receipt. Who keeps receipts for over 2 years? Couldn't bring myself to buy replacement from B&Q Bolton however have ordered one from Amazon, delivered tomorrow, cheaper and will have proof of purchase forever. Result! Why does anyone buy from retail shops nowadays?”

Helpful Report

Posted 5 years ago

“Just visited the paint section. The tall blond lady was extremely short with me! Before I even finished asking the first question she said no we dont have it. Then a gentleman beside her pointed out the possible place in the shop where I could find the product. She showed me to the shelf but just after said no we dont have it. I then opened the B&Q online page and showed her the actual product and then she just said oh this is beside the spray paints. I still couldn't find it so now I am leaving the store without the product and frustrated. Not gonna be coming back!!! I was also here every week before this incident. I am a manager myself and know a little bit of how the customer service should look like.”

Helpful Report

Posted 5 years ago

“I would not recommend anyone to buy a kitchen as i have had nothing but problems ie items coming damaged 3 sheets of copper back board damaged buy courier you are not aloud to check items upon arrival you have got to take packaging in. i also had end panels damaged. How are tradesmen supposed to get on with their work when they have to wait days for items to arrive. When they arrive they are damaged again. B & Q should employ people who are careful with their products when delivering.”

Helpful Report

Posted 5 years ago

“I waisted a mornings work and a morning of my life plus waisted a gallon of fuel on B&q i am fumming . I contacted B&Q this morning via mobile and asked how much their loft insulation was and the chap on the phone said they had an offer on 3 rolls of loft insulation for £16.50 so i took a morning off work to collect as many rolls as i could fit in me car.when i got their we managed to get 9 rolls in my car and when i went to pay the 3 times £16.50 the man on the till said it would be around £148 when i told him no it should have been around £48 total 3 rolls for £16.50 when the manager came over he said know they are £16.50 each , when i explained i have been told the wrong information, travelled from Bridgwater to Glastonbury plus what with my fuel and time from work i said to the manager he should honer what i was told he said sorry i can not do that and i had to take the 9 rolls oit of my car. B&Q waisted my time and fuel on giving faulse information over the phone. When i contacted the custmers services the lady said not in so many words it was my fault as it was advertised on their web site.when i told her not everyone has a computer she replied well it does say on the signes in the store trying to blaim me and passing the buck when it was trully the store workers error for not explaining or lack of knowlage on the store products. I did give the store manager at Glastonbury B&Q to honer the transaction but he refused point blank. So i am out of pocket and list money due to B&Q staff not doing their job properly. I am fumming and thinking of going to trade and standards and taking possible advice on getting compansation from Glastonbury B&q. I was treat like an idiot by customers services.”

Helpful Report

Posted 5 years ago

“bought 16 unit kitchen, delivery came as agreed. for some reason got extra stuff that I didn't order. took it back and got £1k refund. ordered 3 new kitchen units coz changed my mind,every unit and doors came damaged! twice! so now have to take everything back for 3rd time. phone customer service and only got,, sorry,, try again, better luck next time. cant finish my kitchen because B&Q cant deliver good service.”

Helpful Report

Posted 5 years ago

“We shopped at your Greenwich branch and found the service appalling. There were a good number of staff around, they each fobbed us onto the next person when we asked for help. Their product knowledge was generally very poor. This clearly is a management issue as it is not the first B&Q we have found this to be the case. Please train your staff so that they can have pride in their work and make it a happy customer experience.”

Helpful Report

Posted 5 years ago

“Useless store, you can’t just go in and buy what you need because some of the items are not available for click and collect or some of them are available for home delivery 🤷🏻‍♂️ Anyway you can’t win with B&Q but there is another STORE CALLED WICKS where you can just put everything to your basket click check out and cheaper next day delivery is on the way to you!!! So simple! So I wish happy shopping in Wicks I hope B&Q will get shut down because it’s run by some idiots.”

Helpful Report

Posted 5 years ago

“Ordered a kitchen on delivery to Torquay had a right jobs worth because of a tight hallway I said the work tops can come through the window now the window is the size of a mini car in wi the delivery driver said due to health and safety and damage he can’t bring the kitchen or work tops through the window which is 2 foot high from ground level after a argument debate he said iv email the boss now on a Saturday I doubt if he would be working and he said he would have to deliver it and started in loading will I said in load it but if work tops can’t come in though the window I won’t except any of it I won’t sign for it and it will be left outside and get stolen I even had to help with the delivery through the window a customer having to help now is that health and safety I don’t think so totally out of order and bad service!!”

Helpful Report

Posted 5 years ago

“Went to the Leeds store to look at a bath we wished to buy. Especially important to see it as there is so little information in the description. When we got there the display area was empty - where there should have been products there were bare walls with bits of plaster stuck to them. I thought B&Q had gone into liquidation but apparently it was planned this way - there’s going to be a re-fit tonight. Why on earth would you take everything out at the same time so there’s nothing to look at on a weekend and then re-fit on a Sunday night? Stupid planning - went elsewhere and bought a bath!”

Helpful Report

Posted 5 years ago

“very poor service. Ordered a kitchen in Oct 19 for delivery in Feb 20. Recieved a call THE DAY BEFORE my delivery to say my cooke and lewis glass burner hob would not be delivered as it was out of stock however a case manager had been appointed to chase it up. Recieved a further call on the day of delivery to say they were unable to get me the hob, could offer no alternative as the case manager wasn't trained in products, offered no compensation even though my kitchen had been paid for in total in October just a refund for that item. im now having to look elsewhere with a kitchen fitter booked in 2 days. very very poor.”

Helpful Report

Posted 5 years ago

“Could not find anyone to help me in the pluming aisle, asked on the kitchen counter and he said he would check if anyone was in stood 10 minutes then left this is not the first time this has happened, can never find anyone to help went to Wiko instead.”

Helpful Report

Posted 5 years ago

“Bq laminate floor as 15 year guarantee but lasts 6 month. Seams going will have to replace the lot Do not buy trying to claim on the guarantee they have is waste of money”

Helpful Report

Posted 5 years ago

“Placed an order online on a Friday evening, checked the pricing multiple times as there was 20% off lighting and wanted to check this had been applied. Delivery stated FREE the whole way through the process but once I had clicked to pay it charged me £5 for a Sunday delivery charge. I didn’t want it delivered on a Sunday, I’d have been happy with a next working day. I also could have done click and collect to my closest store which had my items in stock and collected quicker and cheaper. B&Q took a week to respond, to which I received a poor apology but told they won’t refund the £5 as it’s clearly displayed on their website. Didn’t listen to my original email which the point had been because it wasn’t displayed before it had been too late!! It’s clear it was because I placed an order on Friday evening and the next delivery day had been Sunday. But then I should have been given the option to wait until Monday for free or have the items Sunday for £5 but this wasn’t displayed during the check out process. Poor site and poor customer service, have had to request to speak to management instead. The amount isn’t the problem, it’s that I shouldn’t have had to pay it and wouldn’t have had it of been displayed correctly. Just moved house and have loads to be purchasing over the coming months, they are going to miss out massively over the poor level of customer service. I’d suggest maybe fixing a clear error on the website.”

Helpful Report

Posted 5 years ago

“I have had two trips into the Doncaster store... One where an assistant refused to let me inspect a replacement part for a toilet cistern.. a product in opaque polythene which may or may not be the right one, I just went to Toolstation... always great in there.. My second trip into B & Q was a few days ago.. My oven had stopped working and I wanted to pick up a new one with as little fuss as possible.. Lots of ovens in boxes but the display area being rebuilt, so nothing on display. Little fat rude woman tells me OBVIOUSLY I cant see one for another few weeks... SO why are the staff in the Doncaster store always so bloody rude? Well done to the little fat woman, B & Q lost a big sale, and I will never go in B & Q Doncaster again!”

Helpful Report

Posted 5 years ago

“Terrible Quality is appalling, doors veneer coming off Drop constantly Customer service is worse we have ever had Wrong items sent, then repackaged damaged items, worse experience we have ever had 4 years and it need replacing”

Helpful Report

Posted 5 years ago

“Ordered 2 oak end panels for kitchen refurb at the beginning of November 2019. 2 panels were delivered to home address and one was oak and the other cream. I took the cream one back and told bemused staff. A new one was reordered and I’m still waiting. I’ve now been told this item is no longer available. Do not bother with this company , they are useless. My 8 year old granddaughter knows the difference between oak and cream and says she will apply for a summer holiday job when she’s old enough. She can point out to staff the difference in colours. Thank you to Daily Mail and money saving expert.”

Helpful Report

Posted 5 years ago

“Being watched by staff looking for screws,, incinuations being made regards me opening box's even though there's box's and box's already opened ,,being questioned by staff members who think they know what there doing, give me a break,, maybe if you had a screw taped to the outside,, for the less DIY entusiast it might make life easier,,, Will not be back ill stick to woodies,, friendlier service and you don't get staff pretending they know what there doing.”

Helpful Report

Posted 5 years ago

“I dont think speaking to someone in 'building supplies' about kitchen worktops should be encouraged - especially when its B&Q. In my experience even their kitchen designers leave plenty to be desired (and they are supposed to be experts).”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,595 reviews