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

“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 4 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 4 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 4 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 4 years ago

“Today was the second day I had gone to B&Q in Luton, with great regret I would have to say the customer service was absolutely appalling, both days I have asked for assistance and both days employees were unwilling to help and made me feel inconvenience. I am surprised with the attitude of staff members giving that B&Q is ment to be a repertoire company. I am very disappointed with their customer service.”

Helpful Report

Posted 4 years ago

“Tried to order a fitted kitchen from B&Q. The website is difficult and frustrating to use. I knew exactly what I wanted, I had a list of cabinet sizes, fixings and fittings etc. When I finally managed to order it all, they came back with a delivery time 7+ weeks away. Click and collect was not available on half of the order. Gave up and I’m going to Ikea.”

Helpful Report

Posted 4 years ago

“We just recently ordered a new shower for my father in law as his old one had broken down. We were informed the delivery would be on 2 days time. This was fine. The night before the shower was due to arrive we received a text from the courier informing us the that they had the item and the time slot to be delivered. We were able to track it. At the same time we received an email from b&q stating they had given us a refund. We telephoned b&q whose customer service manor was appalling and they told us we had the refund as they did not have any stock of this item despite the website stating there was 4 available upon ordering. Clearly this company have not got a clue what they are doing. The next morning at the stated delivery time the shower arrived and my husband fitted it. B&qs attitudes have been appalling for years and its time to address the issues they have starting with how to speak to its customers. After all this my father in law is pleased with his new "free" shower.”

Helpful Report

Posted 4 years ago

“I found the item I wanted on B&Q website. I checked the availability in a local store. B&Q confirmed that the item was available. I placed the order and paid for the item. The item was available to “click and collect” only. B&Q confirmed my order and payment. 2 hours later B&Q e-mailed to advise that the item was not in stock. This happens frequently in my experience. Not good enough. Very poor customer service!”

Helpful Report

Posted 4 years ago

“Searching out a discontinued paint, found B&Q had 2 in stock at a store 33 miles away. Drove down for the store opening next morning to be told by staff they haven't had any of that paint line for "1-2 years". Wasted 2 hours and a couple of gallons of fuel, customer services completely uninterested, firstly trying to feed me some guff about Google caching archived web pages, then when I called them out on this, they blamed me for not calling ahead to check stock. That a company their size cannot update a stock item, potentially 2 years out of date is laughable.”

Helpful Report

Posted 4 years ago

“Utterly useless website. Kitchen worktops advertised as 'new'- add to basket - then told ' B & Q don't stock it.' Laughable. Door handles arrive battered - customer service agree to replace - that was a month ago and still no handles. Another order over £200 - so no delivery charges - on arrival 2 items only with a total cost below £50 so charges apply. No email regarding my order not being fulfilled so I can cancel and order elsewhere. Then the corker of an order of £500 for internal doors, handles etc. Money taken out of my account and B & Q have no record of my order! I then have to deal with a level of stupid I have never encountered before when dealing with customer disservice. Avoid.”

Helpful Report

Posted 4 years ago

“I went on line and saw my local Darlingon store had some planets I wanted in stock. I ordered them to collect. I then got a mail saying they did not have them. I got another email saying I had cancelled the order. NO they cancelled the order. Band Q stock systems are useless, especially it seems at the Darlington store. This is the 4th time this has happened. I paid immediately but now have to wait a week for a refund, tough if had needed that money to go elsewhere.”

Helpful Report

Posted 4 years ago

“Queues ridiculous to pay”

Helpful Report

Posted 4 years ago

“Absolutely shocking store doesn't update website. They say things are in stock over 100 items 8n but when you get there there is none. Just a ploy to get you there and spend”

Helpful Report

Posted 4 years ago

“I place an order for an internal door receive notification from DX that it will be delivered on the 16th and I can reschedule up to the previous evening, which I did however, they still attempted to deliver on the 16th July. The correct date was the 20th & there was no tracking for today, contact DX who informed me the door has been returned to B&Q as I cancelled the order, clearly the driver didn't understand me telling him the delivery was booked for the 20th and not the 16th. Call B&Q Customer Care (lack of) who advised me they can get it out again but in 10 days time, as this is the contract they have with DX, so they mess my order up and I have a fitter booked for the 20th, order has subsequently been cancelled as B&Q didn't care or interested that their delivery company have messed up and made no attempt to resolve the situation, not impressed.”

Helpful Report

Posted 4 years ago

“My wife was intimidated by the manager at your Taunton store for raising the fact that we were sold a damaged 5l paint and told her to claim off our insureres, but I won't be doing that I will use a small claims court to claim back the damage and will pop in and have a chat with that manager to resolve his intimidation approach towards women”

Helpful Report

Posted 4 years ago

“The store manager at Taunton intimidated my wife as the paint that she bought was damaged it leaked all over our new flooring when she spoke to him he told her to claim off our own insurers what I am doing is taking them to court along with the manager as threatening people on a phone lacks intelligence and obviously a spineless low life don't use B&Q use a decent store or online services trust me it's better than dealing with idiots”

Helpful Report

Posted 4 years ago

“What a waste of time 'click & collect' is with this company. They confirm your order (4Nr in stock) and then, 3-hours later cancel your order and state they have run out. They were quick enough to take my payment. Absolute disgrace. Also, 7-10 days for a refund. Joke.”

Helpful Report

Posted 4 years ago

“Poor customer service at the till! Went to visit Nottingham Riverside Retail Park. The assistant at the till whose name Adam! Just atrocious and awful attitude , waving his finger not even opening his mouth to say “next please” couldn’t even say hello when I was at till. I’m sorry your job is so strenuous while others are suffering with no Job !Wake up and get some customer service skills.”

Helpful Report

Posted 4 years ago

“After a long lock down we went in to lincoln b&q, and was disgusted at the staff and lack of concern for there customers, they say masks protect others more than yourself so why don't b&q staff wear masks to protect their customers? Or do they just not care about them”

Helpful Report

Posted 4 years ago

“I ordered the garden furniture on the 23rd June where when it was ordered they gave me an estimate of 2 week wait. I have reached out to them in the following month at least 18 times and in all calls to them they have disconnected the line and asked me to revert to FAQ. I have never since heard anything from B&Q so I called again to revert to live chat where I was told that their internal order management was out of service and my order was not picked up. Then the gentleman offered my item to be delivered after a month ("express delivery"). I have as a result cancelled the item and will take my money and time elsewhere where I as a customer is appreciated. Absolutely terrible company. I will no longer use my hard earned cash on any of their products nor would I shop at any DIY.com shops. Very disappointed!”

Helpful Report

Posted 5 years ago

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