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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Spent £6,600 on a kitchen. 6 doors never turned up and 13 handles (omen!), reappointed, no doors or handles! Another call from B&Q reappointing for next week, doors only, handles out of stock. Handles could be found. Theres 5 in my nearest store, 10 in a store 50 mins drive! Customer service gave me some rubbish about different parts of B & Q, i'm not interested in there politics. The answer to me was to pick them up! , which contradicts the earlier comment they made to me, my reply, call the 2 stores with stock and get them posted!! Wait goes on....zzz”

Helpful Report

Posted 7 years ago

“I ordered a bath off B&Q website, spoke to an advisor and was assured I needed a RH bath, so this order was placed and sorted, delivered after a few days...however the bath they ordered was not what I expected of a RH bath; I sent photos in and asked for the opposite to be delivered...after a few more days the WRONG BATH was delivered again, regardless of seeing the photos they sent the same one out again! After speaking to 5 different advisors I was then advised that B&Q are opposite to everyone else and I actually need a LH bath; so they told me it would take a week to get this rectified and sent out which was just unacceptable! Most advisors were clueless! very unhelpful! Disgraced at B&Q! DO NOT RECOMMEND! STAY AWAY!”

Helpful Report

Posted 7 years ago

“I visited Band Q Bamber Bridge today, staff were in short supply and I was getting frustrated. Eventually I found some help from Jane supervisor. She was very helpful as I wanted several items for my decorating project , very knowledgeable and was interested in what I was doing. Thankyou”

Helpful Report

Posted 7 years ago

“Exceptional help from Avril at valspar .Washington branch is a pure asset to B&Q and goes that extra mile.and a breath of fresh air .decorating looks mint Thank you again avril....”

Helpful Report

Posted 7 years ago

“ordered online a hedge trimmer, next day delivery was free, text sent hour before delivery. thought this was great. Delivery arrives no text, asked about the text, 'don't do that mate' and handed me a box with a shower, when I said ordered a hedge trimmer he simply took it back and drove off. Have emailed 3 times in 3 days no reply no hedge trimmer. Don't deal with these people. Off to trading standards.”

Helpful Report

Posted 7 years ago

“The service was excellent Paul in gardening was so helpful the man on checkouts Peter was very friendly well done”

Helpful Report

Posted 7 years ago

“I purchased a large sheet of chipboard at Bishopbriggs B and Q and had spent at least 30 minutes attempting to strap the board to my roof rack but as this was my first attempt at using ratchets I was obviously having difficulty and was asked if I needed help by a guy who had just arrived for his B and Q shift. He told me that your first attempt at using these ratchets can be a problem. He used his to secure his bikes to his car. This was a very thoughtful way of making me feel I wasn't as big a numpty as I felt. Great stuff. He then showed me how to properly feed straps through ratchets and secured the wood sheet to my roof rack. Excellent service. I thanked him but he said that was what they were there for. It was a great relief to get this help. He took time out before starting his shift at about 5pm to help me. I did not get his name but he was driving a black Vauxhall 08 vectra? If you know the guy then please pass on my repeated thanks and gratitude. Deserves a bonus from b and q for going out of his way to help me as I was really stressed out. Thanks mate. John McLaughlin”

Helpful Report

Posted 7 years ago

“Do not buy akitchen from B&Q go elsewhere, after 6 wks still waiting for parts to be delivered. Incomplete order from the start which delayed fitters carrying on fitting kitchen. The hassle phone calls visits to the store trying to get the job finished has been so stressful but nobody from B & Q gives a dam. We were told half our order had been given to someone else, then we were told it was out of stock from Customer Service. Order numbers dont match products it has been a complete disaster cant stress enough do not buy from B & Q warrington its cost us so much in telephone calls, trips to B & Q and paying for joiners time lost beause of no delivery if kitchen. You cant speak to a manager, just Customer services who are hopeless!!!!!”

Helpful Report

Posted 7 years ago

“After ordering a bulk order which you state arrives the following day, I find out that my order will actually take 8 days to be delivered even though it is in stock. Very poor service after phoning 3 times to speak to someone then finding out that your order will take this long. Wish I had spent my money elsewhere which actually has a good customer service and good delivery options. POOR SERVICE!!!!”

Helpful Report

Posted 7 years ago

“If I could give 0 I would. This is aimed at the HOMEFIT SERVICE! NEVER USE THEIR HOMEFIT SERVICE! UNBELIEVABLY DISGUSTING AND HORRENDOUS BEHAVIOUR BY THEIR STAFF. MY REQUESTS FOR REPAIRS HAVE NEVER BEEN LOGGED IN THEIR SYSTEM AS WELL AS THE VISIT FROM NAVAL (A MANAGER) WHO INSPECTED OUR BATHROOM AND TOOK PHOTOS. THEY PUT DOWN THE PHONE ON PURPOSE OVER 5 TIMES TO A CANCER PATIENT. THEY ARE DISGUSTING STAFF AND TAKE YOUR MONEY. WE WILL BE TAKING THIS FURTHER! ABSOLUTE DISCRIMINATION AND BREACH OF CONTRACT. DON'T EVER USE THEIR SERVICE!”

Helpful Report

Posted 7 years ago

“The Staff there are exremily knowledgable and friendly, they offer reall good honest advice and take the extra time to make sure you get exactly what you need”

Helpful Report

Posted 7 years ago

“I was in my local branch in Grest Yarmouth, my mum who is in her 60's needed assistance in the garden centre, she asked at the customer service and a call was put out, but after 10 minutes we gave up, walked from the garden centre into the store and there were four members of staff stood chatting, when I did get near, as I thought they may have been looking for us, they all walked away, not a happy customer at all and very disappointed.”

Helpful Report

Posted 7 years ago

“My local branch must have staff that have the lowest moral I have come across. You ask for assistance at the customer service desk they radio for help after fully 10 mins and no help, I left. On another occasion I asked about a plumbing part from a male member of staff, the response I got was if we have anything they’ll be over there but he did not make any effort to assist. This is typical of the Cumbernauld branch”

Helpful Report

Posted 7 years ago

“Shocking. Order didn't arrive and no one seemed to know exactly what had happened. I paid for a next day Sunday delivery and the order took 4 days. They kept telling me it would arrive and wasted my time and cost me money with a decorator waiting around. Won't use again. They even tried to hold off on my refund whilst the goods were an route back to them with the courier.”

Helpful Report

Posted 7 years ago

“I have visited the Merthyr Tydfil store twice recently and on both occasions have spoken to Rebecca. This young lady is approachable and extremely helpful. I have been trying to find work tops and wall tiles for my kitchen and she showed me all the new stock that had come in and offered advice on current styles. She also showed me the range of sealants available and couldn’t have been more helpful. This young lady is a credit to B&Q. I would like this review to be brought to the attention of the management at the Merthyr Tydfil store.”

Helpful Report

Posted 7 years ago

“2 out of 4 radiators I received were damaged on delivery. The delivery man literally chucked them out of the van, dragged them across my patio and as a result damaged 2 out of 4 with dents and severe damage on one. The delivery man would not take them back. I called B and Q customer service and explained and they insisted it was my fault that I didn't return them back with the driver when they very well know that THEIR policy is to arrange returns. The lady on the phone loudly shouted at me, repeatably telling me it "IT IS YOUR FAULT" and these are the exact words she used. I maintained calm and polite but was really upset. They finally offered an exchange but the item is out of stock. I am left with extra plumbing costs as I have to bring in the plumber in again to install the replacement, and now I have to choose another radiator which won't match the one I already have installed in the living room. I asked to speak to the manager and was not allowed to talk to the manager because the manager "is busy managing the team" was the excuse I was given. They manager via the customer service assistant offered £35 off a damaged £235 radiator or nothing. The service is disgrace and the worst I have ever experienced. A horrible experience.”

Helpful Report

Posted 7 years ago

“We made several trips to B&Q in Leatherhead to buy fencing products in the Neva range. The staff could not have been more helpful and attentive and pulled out all the stops for us. Some of what we needed was not available in Leatherhead but they arranged everything for us to collect items from Sutton. In particular, Karen in the Leatherhead store was such an encouragement, so cheerful and nothing was a problem she could not overcome. The lady is a treasure and a credit to B&Q; take care of her! We wanted some Anabar fire pits which were not stocked in Leatherhead. Karen had three (from Guildford) ready for us to collect the following morning from Leatherhead store. Great service! Thank you Karen for going the extra mile.”

Helpful Report

Posted 7 years ago

“Stood at Enfield branch for an hour at tradepoint and still no one on the order point not bothering now shall go elsewhere from now on if i treated my customers like this i wouldnt have a buissiness”

Helpful Report

Posted 7 years ago

“Massive thank you to Lee in the Arbroath Branch for taking time out of his busy day to help us, giving us advice on pots. He spent time with us and assured we got the best products available! Thanks Lee for great service!”

Helpful Report

Posted 7 years ago

“Used the internet to make sure product was in stock. YES. Went to collect said item - NO it was not in stock. Member of staff said "Don't trust what it says on the internet, usually wrong" My advice - make a quick 'phone call to check and B & Q get a more efficient way of determining how much stock you have. Never mind I had an 1 hour to spare!”

Helpful Report

Posted 7 years ago

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