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

“Customer Service and delivery service shocking. I ordered some items for delivery to avoid having to take the kids to the shop. Mistake. Two delivery dates and a week later and still not recieved the items. Due for ‘next day’ delivery.”

Helpful Report

Posted 6 years ago

“I have ordered paving slab for our garden and when they delivered the slabs it was completely different slab from what I've chosen and ordered. So because of the shortage of time from the builder we had to put those ugly slabs on. I don't like the one they delivered at all. Very very disappointed.”

Helpful Report

Posted 6 years ago

“I ordered 5 packs of decking on-line as I promised the mother-in-law I would make her some planters. Delivery day came and I only received 3 packs. The courier advised that they had only received 3 packs from supplier. I called B&Q and was told the remaining 2 packs would be with me a week later. Based on that, I made two of the four planters and decided I would make the other two when the balance arrived the following week. One week later, nothing arrived, so I called B&Q again and was told it was now out of stock. I had to end up cancelling the order. Furthermore, I now have to take the two planters i had made and change the wood I had used as I cant have 2 planters made from one type and 2 made from another. Cheers B&Q! Complete waste of time.”

Helpful Report

Posted 6 years ago

“Ordered £1700 of garden fencing and posts. I was informed 24 hours before delivery that half of the order was unavailable despite receiving a delivery confirmation. I had to delay the builder and try to source replacements. The final part of the order did not turn up on time with no communication causing my partner a wasted afternoon. Poor service, poor communication and the reply to my complaint lacked sincerity. I will not use B&Q again.”

Helpful Report

Posted 6 years ago

“Please do not buy plants from B&Q Please do not buy plants from B&Q Having purchased 2 decorative outdoor fern trees at a cost of £170 I was astonished when they both died after 6 months I contacted B&Q who basically did not want to know saying that their plants are only guaranteed for 3 months They refused to discuss the situation or have any empathy at all (very poor customer service) The trees were planted correctly as instructed by the attached instructions again using B&Q soil products These items were purchased at the culver house cross store in Cardiff So be warned DO NOT buy plants at B&Q use a reputable company who are not just after your money A very unhappy ex B&Q customer”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Bought a focal point gas fire from halesowen store after ordering it on line. When i arrived at store to collect was not available knew nothing about it cme down from stores very dirty been in stock long time. Accepted it arranged a gas fitter to fit fire found a coal was missing . As per instructions got in touch with manufacturer who supplied parts quickly fitter came back was unable to assemble fire wrong coal basket got on to supplier again sent out new basket. Got in touch with head office via e mail they responded immediately saying halesowen would be in touch within 48 hours. 10 days have passed with no response perhaps halesowen is store bieng shut down? After dealing happily with b and q for many years the curtailing of oap discount wednesdays and poor response am now deciding to shop elsewhere”

Helpful Report

Posted 6 years ago

“B & Q store in Stratford upon Avon sold me a large garden storage unit knowing it may have been missing a part. I was told that if it was there was no problem as they would order me the part immediately. I was told other people had had the same problem. On opening the part was missing so I phoned the store & was told there was nothing they could do.Apparently I had to phone the manufacturer. So B & Q are selling faulty goods to people & then telling them they have to sort the problem themselves. I will be returning the item plus wrapping to the store this morning. A completely wasted Sunday !!”

Helpful Report

Posted 6 years ago

“Fitting two B&Q kitchens for customers, both jobs needed extra parts as not enough sent in the first place. One item is one lenght of plinth, 2 weeks delivery this is a joke, same with one lenght of worktop required. No wonder I try not to fit your kitchens in the first place only done these two as a favour.”

Helpful Report

Posted 6 years ago

“Morons ,absolute morons , ☹🙁😤😱😡🤬😠”

Helpful Report

Posted 6 years ago

“Wont be back to B&Q purchased paint £46 on click and collect drove 25miles to kirkcaldy store to get it, only to be told they are out off stock drove back home and phoned customer service to complain, they said they would sent a pot of paint out to me as compensation then changed there mind as it wasnt available for home delivery so said they would get kirkcaldy store to phone me back within 48 hours they didnt call.After 3 days back to customer service who put me on hold to telephone kirkcaldy who agreed to refund fuel cost at 35p per mile and would call me for details later they didnt call.Next day back to customer service who put an e-mail through to kirkcaldy store to contact me urgently they did the next day with an e-mail saying sorry but we have an hour to text you to say the items you purchased are out of stock and to update there system shame on you B&Q”

Helpful Report

Posted 6 years ago

“This store is a complete nightmare. Do not under any circumstances buy anything from B & Q!! It is no wonder there is an article in today's press that the firm is going down the toilet and as far as I am concerned it is well deserved. Bought some Grey Charcoal Effect Luxury click flooring at £53.20 per box which is not fit for purpose. Several other reviews have had the same problem as us. After a few weeks the product starting splitting and became a dangerous trip hazard. Been in contact with B & Q who sent an "independent" insurance company to look at the floor whom they were paying to wriggle out of their obligation on a product that was clearly faulty. We have written to the Chief Executive of B & Q over two weeks ago and have not had the courtesy of a reply. Phoned them today and they refused to speak to us because THEY have made an error and put our son's name on the computer and he has not lived with us for TEN YEARS!! He had nothing to do with the flooring. It is our house, we paid the bill for the click flooring etc etc. He lives in Oxfordshire!! I just hope that the press are proved right. Folks vote with you feet and never go near B & Q again. We have already managed to persuade some friends to cancel their large order for a B & Q kitchen and we will keep on spreading the word.”

Helpful Report

Posted 6 years ago

“Placed a Click & Collect order for a couple of items to save me time in the store. Arrived and unable to see where to collect. Asked a B&Q guy who made no attempt to engage with me but he finally wandered to a cupboard, I gave him my paperwork which he the read over and over again. He was unable to find my order until I suggested that it might be in R ( first letter of my surname) alphabetically marked box. He looked and then kept looking elsewhere. In desperation, I took the R box off the shelf and the only package in it was my order ! Whole C&C process was a waste of time.... would have been quicker to go in store and get what I needed myself”

Helpful Report

Posted 6 years ago

“We ordered a log burner was advised delivery would be on the Friday waited all day nothing no call text or email. Called them Friday evening guy on the phone was totally useless eventually said he would escalate it and we would get a call Saturday. Guess what no call so we called them Monday still didn’t get anywhere after an hour on the phone they said oh we can deliver Thursday advised this wasn’t convenient as we can’t keep taking time off for it not to arrive their answer well we can’t get it to you sooner so we will escalate again. Will never buy from them again their service is so bad. And we still do not have the item.”

Helpful Report

Posted 6 years ago

“No one at B&Q wants to help with my faulty shower panel bought as part of a shower room. Customer care is non existent. I don’t know what to do! They won’t even come and look at it to assess it. I have a lovely new shower room but with a shower panel that leaks meaning I have to leave a towel on it all the time which is already causing discolouration to the surrounding decor. It’s not leaking from the base but where the panel goes into the frame. If I buy a new one and pay the builders to refit it and it still does it what then?!! B&Q are not interested 😡 Buy your bathroom somewhere else where they will give good customer service and be honest about items which are faulty instead of just trying to get rid of you”

Helpful Report

Posted 6 years ago

“How can 2 B&Q stores be so different, Went to Grimsby store on Tuesday morning to buy wall tiles, they only had 2 boxes & we needed 21 boxes, asked if we could order the rest, was told they couldn’t get them in, so I asked if they could get them from another store, the assistant (Lauren) asked the female team leader who said it could be done but she started waffling about how difficult it was to do this, told her to forget it, disgusted with the staff at Grimsby. I rang the Lincoln store to see if they had the tiles in stock, the gentleman (sorry didn’t get his name) was so helpful, they had the 19 boxes we required, he said if the Grimsby store has rang the Lincoln store they could have sent them over, we went over the Lincoln store tonight to collect because I couldn’t be bothered with the Grimsby stores attitude, they lost a £237.46 sale, the tiles were waiting for us when we got the Lincoln Store, the Lincoln staff are first class”

Helpful Report

Posted 6 years ago

“Spent £505 on supplies to have a kitchenette made. Some items weren't needed and I wanted to return them to the Blackpool branch where I purchased them. Horrible experience, unhelpful clerk. Only got satisfaction when I asked for a manager, they made mistakes and made me feel it was my fault. Will not buy a major purchase from them again.”

Helpful Report

Posted 6 years ago

“2 times in a row within 2 week I found B&Q in Paisley staff extremely unhelpful, impolite and giving me attitude. I don't hate b&q as itself but they should have better recruitment system.”

Helpful Report

Posted 6 years ago

“I hate this company with a passion. We bought kitchen stuff and bathroom stuff for an extension 4 or 5 years ago. The second problem is that the rubber seals on the sink 'plugs' wear out, but you can't get replacements. Oh - the first problem? They supplied the wrong shower enclosure as the guy who took our order entered the wrong code. We went on holiday and came back to find the wrong thing fitted. How helpful when we complained? Not at all. Anyway, the next problem is that the glass door shattered on the shower unit today. I was in the kitchen downstairs when it happened. I thought that a tree had come down in the garden, or that there had been a car accident outside. Neither. The swing door on the C & L Delvio unit had just shattered. Not good enough, and a definite safety issue. I've just seen the manager at the Farnborough branch, and he was nice enough, but his offer of £300 off a replacement costing more than £400 was probably all he could do, but certainly not good enough. I've lost faith in the stuff they sell, and will buy the replacement from somewhere else, that's for sure. Dangerously unsafe goods.”

Helpful Report

Posted 6 years ago

“Ordered laminate flooring, beading and underlay for home delivery, payed delivery fee. Delivered on the date given, I called them as the beading wasn’t delivered with the other good, they said that that the beading was now not a delivery goods but I have to get it from the nearest store?. Good payed for, all goods said for delivery, they took a delivery charge, now I have to pick up some goods?. Why say deliver if they can’t. I could have saved money by picking all the goods up myself. Complete waste of time, won’t buy again, now I have to take time of work to pick up the beading. Ridiculous customer service.”

Helpful Report

Posted 6 years ago

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