B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sell items they can’t provide then leave a message telling you they’ll just refund and cancel a week later.”

Helpful Report

Posted 5 years ago

“Stock not available always - Most of the items in B&Q website always not available and wonder why then to advertise first in place. It looks like someone doing bulk buying that leads to always stock not available. Some one needs to investigate.”

Helpful Report

Posted 5 years ago

“I rarely shop at B&Q as I feel the prices are extortionate compared to other retailers. However, this review relates to poor inventory accuracy. On a recent Sunday morning, I was desperate for 2 x paving edging stones. Whilst placing a “click & collect” I was advised as to which branches had sufficient stock to cover my measly order. After deciding to order from a nottingham branch that supposedly had stock, I traveled 20 miles to the branch in question, only to be informed that my order had been cancelled due to a lack of stock. Asking to check availability at an alternative branch, I was advised that a second Nottingham branch stating that they had 33 items in stock. I drove a further 6 miles to the second branch, only to be told that they didn’t have any stock. Whilst checking stock levels electronically, a sales associate informed me that the first Nottingham branch supposedly had 25 items in stock (which was obviously incorrect). After traveling 52 miles, I was left both angry and frustrated. Other DIY retailers who offer “click & collect” services have “live” and accurate inventory systems. EXAMPLE: If I wish to purchase 5 items and only 3 are available, I am informed immediately, BEFORE, orders are confirmed. Lesson learned, I won’t shop at B&Q however desperate I am !!!”

Helpful Report

Posted 5 years ago

“I would never buy plants from B&Q. I spent £60 and not one survived .I am a gardener myself, Buy elsewhere”

Helpful Report

Posted 5 years ago

“Ordered a set of kitchen cupboards from the store over a month ago. Got a delivery date for 31st July. Delivery never arrived. Support over the phone and emails would give me completely different instructions and information. Called them yesterday, told me they will deliver today and will be given time slots. Never received any text so called them once again only to be told that they actually do not deliver to my post code or god knows what. Now I cannot even cancel order as they are trying to sort it out so I have had 311 pounds frozen with them for over a month and no items delivered. A complete joke and utter disgrace! I will never order anything for the delivery from them!”

Helpful Report

Posted 5 years ago

“Difficult to buy anything online from b&q. For bulk delivery, on the information page, it stated: "for free delivery has to be min.£100.-". So, when I ordered items for £105.-, at check out point, it stated delivery is £30.- , which is different from the originally given info.”

Helpful Report

Posted 5 years ago

“Bought a kitchen in Jan and due to covid delivery was delayed from March to April... then may... then June... then July. Our issue isn’t the delay as we understand the current situation, but every single time it was delayed we weren’t told no one was coming and wasted a day off. One cupboard door arrived on its own(?!) damaged and in packaging that was also so damaged it wasn’t actually secured on. Disposed of the packing and was told someone would collect the door - they arrived and refused to take it without packing despite me advising of the above. Said we have to go to a supermarket for cardboard and make our own packing. 9 emails and 5 twitter messages went unanswered until finally I managed to get through on the phone and cancelled the entire order. Was told “it’s been 5 months you can’t just cancel” - explained the above and they reluctantly cancelled but very obviously was a major issue for the call handler to have to sort this for us (made apparent with lots of huffs and puffs!). Still awaiting refunds - cannot stress enough, do not buy from them. We saw so many bad reviews and thought it’ll be fine...”

Helpful Report

Posted 5 years ago

“I purchased wardrobe doors and a wardrobe kit from B&Q. The kit comprised 2 columns of shelves. One column kit had all the correct parts. The other column kit had a blank shelf which was supposed to have 4 bracket fixings, 20mm dia and to a depth of about 3/4 thickness. I contacted B&Q on 26/6/20, initially by phone. It's all automated, having negotiated the maze of options, got through to the one for live support. Silence for about 1 minute, then the message 'the other party has disconnected' Wasted money trying that a few times, while at the same time submitting online query on their website and emailing. Had an email reply on 5/7/20 apologising and stating replacement is needed, but no details on when or where. Have emailed several times since, but only get automated reply. As at 1/8/20, B&Q still failing miserably and I'm stuck with a blank shelf. Absolutely useless.”

Helpful Report

Posted 5 years ago

“Went there to take a faulty Strimmer back. Staff extremely rude. Had to wait approximately an Hour for a Refund after a lot of inquisition. They tried to make a fool of me and my Son, whilst other Customers just looking. So embarrassing. Will never go to another B and Q again.......!!!”

Helpful Report

Posted 5 years ago

“Aintree branch today at 12-30pm, like COVID 19 Central. I couldn't spot one member of staff, tills & shop floor wearing a mask. When I queried this on the till the middle aged woman informed me it was their choice. I informed her that if her fellow staff members coughed in my face I would be a victim of their lax discipline. She just shrugged. Stay safe,avoid at all costs.”

Helpful Report

Posted 5 years ago

“Purchased scratch resistant flooring and within 12 hours of it being down it has scratched! Contacted B&Q in January and apart from repeated emails requesting the same information from me, nothing has been done! Awful customer service! I’m sure this is against my consumer rights!”

Helpful Report

Posted 5 years ago

“Very poor customer service. No interest in helping customers at all!! Homebase totally a better organisation. Will never return”

Helpful Report

Posted 5 years ago

“I happened to have the unfortunate experience of having to use B&Q(Greenwich)this morning to try purchase paving slabs that needed to be matched in with other slabs, usually half an hour before entering the Greenwich branch I have to psych myself up and ready myself for their appalling lack of customer service skills and wrestle with their atrocious lazy attitude, (B&Q staff in Belvedere and Dartford are quite helpful) A total waste of my morning where they were showing a stock of 49 slabs before leaving my house, when I checked the section there were no slabs there, I proceeded to find a member of staff to ask if maybe they were in the store's warehouse yard awaiting dispatch to the section, he rudely pointed me to another member of staff and if by premonition or great intervention I already knew what this other member of staff would say before the words could even leave his mouth "sorry sir if they ain't on the section wee don't ave em" I'm sure this is a well rehearsed answer in the Greenwich store, rather than me trying to explain that your showing 49 slabs he wasn't programmed in the world of customer service to dissect this information or use his initiative or brain to be able to say " let me check sir why we're showing 49 or let me find someone more experienced that can help you, his answer was a very reassuring "hav you try Beckton mate? so rather than me try to re-educate him in the simple laws and skills of good customer service and have him, zombie like, look straight through me and think has this geezer just landed here from another planet, I proceeded to ring B&Q customer service who informed me that I could pay for the slabs online and be reassured that I can pick them up the following day, great idea in theory you'd think!, until you go to pay for them online and it's not giving you the option to click and collect rather the option is pay £30 and you can have them delivered while I have my big van parked outside where I can load them in myself. On a serious note, poor store management leadership leads to poor colleague performance on the shop floor, that's why I tend to mostly shop in Screwfix or Toolstaion who are miles ahead of B&Q not only on price but also customer service, wakeup B&Q head office you've really dropped the ball regarding this store especially in these unprecedented times we're in, the bigger you are the harder you will fall”

Helpful Report

Posted 5 years ago

“B&Q Croydon, Valley Leisure Park Estate: So bad organised, screws and accessories department is a complete mess! ... looks like abandoned ...”

Helpful Report

Posted 5 years ago

“We ordered a kitchen including a dishwasher sink tap and extractor. The delivery was arranged to the property where the kitchen fitter was waiting. Later in the day we had an email from B&Q stating the dishwasher was no longer in stock and offered an alternative. Why we were told after the delivery and not before is very poor. However, we looked at the alternative offered and accepted that. We were told we wouldn't have to pay the difference as agreed with the customer services manager. Was told we would receive an email confirming this once forms had been returned that evening stating dishwasher not delivered. The problem was handed to me by my husband who ordered products and the adviser spoke to me and was very helpful. I pointed out that the plumber was booked in to fit the dishwasher etc as per the delivery date and was going to unavailable after this time. However, the next evening was a totally different matter. As we hadn't received an email I rang customer services again and spoke to Craig who refused to talk to me about the problem as the account was in my name. I explained that i had spoke to the advisor the previous night he told me he wasn't prepared to lose his job for talking to me even though I had told him word for word what had been agreed. I asked to speak to a manager and he said I couldn't. I asked again and again he refused. I asked his surname and he refused to give me that and hung up. My husband has since rang and put in a formal complaint has heard nothing since. Has rung again since to find out what is happening with the dishwasher and not sure when this could be delivered. Have now asked for money to be returned and we will shop elsewhere. We were then told would have to check to see if we could have our money back! Absolutely disgusted with service and attitude of staff on customer services telephones. Seriously think about buying anything from these.”

Helpful Report

Posted 5 years ago

“Terrible company has complete disregard to customers, during covid the door ‘nazis’ were particularly unfriendly as well. Never going to shop there again .”

Helpful Report

Posted 5 years ago

“Had a tin of paint explode in my car , returned to store , department manager very rude . Went to leave paint in store and was told to take it with me or he would call the police as it was dumping rubbish. no apology just told not his problem . Contact the store and head office still waiting for the General manager to contact me. When leaving the store a member of staff asked if I was ok as I was clearly visible upset. The member of staff was very kind and expressed I should not take any notice as this particular person ( I do have a name) was always rude to staff and members of staff. This was last Wednesday/Thursday”

Helpful Report

Posted 5 years ago

“Qued outside the Trafford store 20 mins due to covid no problem I understand that. When inside asked a member of staff is the cutting station open as I require some wood cutting this is at 1625 yes sir it is but the member of staff that cuts is on his break till 17.00. Oh well I'll wait the 35 mins as I have already waited 20 mins to get in. 17.10 a member of staff tells me the member of staff who cuts wood will be another 30 mins on his dinner. That is a hour and 15 mins wait. Was not prepared to wait any longer so went to go to customer services to complain and was told I would have to follow one way system and que up again outside to get back to customer services. What happened to common sense and treat customers right so they will come back. Disgrace”

Helpful Report

Posted 5 years ago

“Where do I start. Great In store design Service. Amanda couldn’t have done more. Even the Covid delay we can cope with thats life. So delivery: We’re bringing one item on 21/7. The other 95 will come as promised on the next Saturday. What did they send 21/7? All of it! Fortunately the guys on the van were great and arranged to take it back and redeliver it as planned on the Saturday. Saturday comes. No text or phone call. Not a biggie, let’s call the contact centre. Then we encounter lazy Shaun who tells us B&Q have screwed up and he doesn’t know and can’t be bothered to find out where it is. Lazy Shaun doesn’t care you have a fitter booked who turned down work to fit your kitchen. Not does he care you are living in a building site awaiting a delivery you know is already picked and on a pallet In Runcorn. It’s too hard for Lazy Shaun to pick up the phone and ring Runcorn and tell them to put it on a van and bring it. Thus correcting B&Qs mistakes. But lazy Shaun doesn’t care. We must be grateful to Lazy Shaun because he will send an email to another team who might get back to us on Monday or Tuesday - perhaps. Neither does lying Kelli on Twitter who publicly wants to help via DM but when you send her DMs does everything to avoid helping. Fortunately the delivery guys do have the delivery. They don’t work for B&Q can’t you tell they are getting things right. But then we check the delivery and yes, something is missing can you guess what? A bag of screws? A piece of edging perhaps. No it’s a bloody great dishwasher! How do you forget to pick one of those!!!!! So back to Lazy Shaun and his merry men. Twice the call was cut off whilst Lazy Shauns mates are reading notes - coincidence? Not convinced on that one more like to hard to do after read Lazy Shauns one sided notes. Clearly lazy Shaun doesn’t realise they are disclosable under a DPA request. I wonder what his prospects of remaining employed are once I ask for those notes. And all this because he couldn’t be bothered to try and sort a problem out. As an end note our plan this afternoon was to go and see Amanda again and spend £10k on a bathroom. Did that happen? Guess once. Stay tuned for the latest saga in did we get our dishwasher or not.”

Helpful Report

Posted 5 years ago

“Very disappointed with B&Q these days, have spent thousands in the past, all large items delivered with out but that doesn't seem to be the case over the last year or so. I have tried to order, wooden flooring, ceramic tiles for kitchen and bathroom a bathtub and other bits and bobs. however as soon as you get to checkout and put in your address, it says these items can't be delivered. GOD know why. I have now moved to Wicks who will deliver anything I put in my basket and I might add - if over a certain amount - free of charge”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,618 reviews