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

“Absolute shower of 5hit Totally messed up my bulk order and told me I had to wait 4 weeks for the delivery Now I've got to cancel skips and re-arrange the build schedule I'll never use them again. Hope they go bust”

Helpful Report

Posted 5 years ago

“Every second through media all we can hear is : unprecedented times, crisis, times like these. Everywhere we go people are loosing their jobs or suffering Furlough with redundancy to follow. B&Q are responding to this crippling financial time by refusing to refund UNUSED store top up cards, purchased through work schemes, even though not a single item is available to purchase online. Well done B&Q for once again not understanding the social situation and flat refusing to help those in dire need, at a time when you refuse to offer alternative services.”

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Posted 5 years ago

“Today I wanted to buy some colour to finish to paint 1 bedroom. I went to b&a in solihull and the shop was closed because of the coronavirus. One of the staff members said need to order online and to collect. That's was okay for me, however nothing was available online. Again I asked 1 staff outside doing some deliveries and she said there is only essential think. She suggested to call the customer service if they can give help. Once I called this morning at 11.42 am was an horrible lady by the phone, she was really rude. She said we are selling only essential think, during this conversation I see a staff member coming outside with trolley with flowers to give to the customer. Disappointed I said over the phone why flower are possible to collect and paint is not???? I think flower is not essential to buy during this period 🤔🤔🤔 She didn't answer to me and she closed the call. I think that lady should work in the jungle not as Customers service. Awful service very disappointed. Never again I will go to this shop”

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Posted 5 years ago

“Click and collect is a joke, told ready go to store, told not ready. Told go back again next day. Top prices bottom service, awful :(”

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Posted 5 years ago

“Paid for a delivery on the day before we had booked in a tradesman to do the job. No delivery, No phone call, No email to say it’s not coming. Called the local store who told us it’s on its way must of totally told a load of porkys.”

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Posted 5 years ago

“Web site has items as available for click and collect but at checkout nothing is available. What a waste of my time!”

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Posted 5 years ago

“Good products at decent prices, but deciding to remain open during the Coronavirus outbreak without any care for their staff is unacceptable. They’ve said they are providing an essential service, but there are no extra provisions for staff to stay safe & the whole store is open as usual. Paints, houseplants, lighting, & garden furniture are NOT essential & B&Q does not care about the safety of their customers or staff.”

Helpful Report

Posted 5 years ago

“I am utterly shocked that your stores are remaining open. You are putting your staff at risk by expecting them to work in the current crisis. Your goods are not essential despite what some of your customers seem to think. Please shut the stores. Paint and bedding plants are not items for which it is worth putting your staff's lives at risk.”

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Posted 5 years ago

“Bought paint which was placed on wrong colour stack and you refused an exchange because I lost my receipt... done with BnQ now never again not one penny from me”

Helpful Report

Posted 5 years ago

“My bad experience was with TradePoint online I have purchased three convector heaters about 6 week ago one broke I contacted TradePoint online and it was exchanged in two days really fast I couldn’t fault it.After 3 weeks another broke so again I contacted TradePoint online they said they had no more in stock but there was one at my local B&Q Meir Park would I mind collecting it.Which I did they collected the broken one from the shop.After three weeks it broke again I contacted TradePoint online again and told them that I did not want a replacement I wanted a refund they said because I collected it from the shop they would have to refund me.I explained I originally payed for them online he said it didn’t matter I told him that because of the covid19 virus I could not leave the house because I had a serious lung problem I was on permanent oxygen can he refund me and collect the broken one from the shop as before.But he didn’t seem to careless he just said no it would have to be returned to the store and I had 45 days from when I received it to do so.It looks like I’ll be stuck with a broken radiator so much for customer service I’ll be cutting my trade card up and I think I’ll be doing my shopping at the local Wickes”

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Posted 5 years ago

“Just came back from B&Q Becton to pick up my order, whilst leaving the store the security decided to randomly pick on me and my son to loudly ask if I had paid for my purchases. I have never been so embarrased in my life! I understand that security has a job to do but why single us out of everyone leaving. Whilst queueing I saw also lots of people leave with no question from him. I don't want to expand on why he came for u, because I think the card is widely overplayed! But the fact that my son thought the same and actually asked me for the first time in his life (12) if it was because we were a certain colour made me so sad because there seemed to be no other plausible factor as to why he decided to demean us like that. Even though i'll never be going back to that store, I hope this is looked into especially the video footage, as there is a difference between being vigilant and profiling, and untill you've geen a victim you can't comprehend how it feels!”

Helpful Report

Posted 5 years ago

“Just came back from B&Q Becton to pick up my order, whilst leaving the store the security decided to randomly pick on me and my son to loudly ask if I had paid for my purchases. I have never been so embarrased in my life! I understand that security has a job to do but why single us out of everyone leaving. Whilst queueing I saw also lots of people leave with no question from him. I don't want to expand on why he came for u, because I think the card is widely overplayed! But the fact that my son thought the same and actually asked me for the first time in his life (12) if it was because we were a certain colour made me so sad because there seemed to be no other plausible factor as to why he decided to demean us like that. Even though i'll never be going back to that store, I hope this is looked into especially the video footage, as there is a difference between being vigilant and profiling, and untill you've geen a victim you can't comprehend how it feels!”

Helpful Report

Posted 5 years ago

“Absolutely disgusted with the non service at your Croydon branch today, between 13.20 & 14.05. Waited for over 40 mins for timber cutting despite FIVE call outs to two operatives who were on site. Also you have a bell on the counter, WHAT FOR ?????. Most of the staff were either outside smoking or at the onsite burger van, very few on the floor. You push the trade side but in all honesty its a joke, I just lost over 40mins of valuable work time today through incompetence. I then drove one mile up the road to Selco & had my timber cut straight away. One member of staff that did try to help said there was three managers on floor chatting together but didn't want to know. What hope have you got! The feeling i got there was the staff seem disenchanted with the so called hierarchy.”

Helpful Report

Posted 5 years ago

“Delivery date changed Twice at short notice. Not interested in my complaint on phone. I will no longer use company due to its very poor customer service. Bad for B&Q,lots of future business for Homebase.”

Helpful Report

Posted 5 years ago

“We went to B and Q to have some paint mixed. We arrived at the paint counter 20 minutes before it was due to close. There were a couple of people ahead of us and only one person serving so we had to wait some time. Closer to closing time someone else came and took are paint order. He refused to advise us about the paint and was quite rude. When we went to pay the person on the till was also rude asking us if we had heard the announcement about the store closing. We appreciate staff will want to get home but I cannot remember worse service than this.”

Helpful Report

Posted 5 years ago

“Dozens of sliding wardrobe doors no track!! Ordered track was informed it was 3-7 days delivery paid in full only half an hour later was informed it was 14 days staff have no clue about deliveries shocking service.”

Helpful Report

Posted 5 years ago

“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

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

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