B&Q Reviews

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

2.2 Rating 2,600 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,600 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

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

“Yet again B&Q's delivery service has failed to deliver on the scheduled date. I ordered three items online, one arrived on the sheduled date, one the following day and the third I cancelled almost a week later. This has happened to me before and will be the last order they get from me.”

Helpful Report

Posted 10 years ago

“We recently shopped at your Eltham branch and were very pleased with our customer service. Lou helped us out on a Sunday morning and we found him a very personable and helpful young man, destined for promotion at some stage! David and Ann Nuckley”

Helpful Report

Posted 10 years ago

“Customer Beware, if you purchase a faulty product, which either damages something you own, or has been attached to something you own. If you return the product to B&Q store, together with your damaged belongings; you will only be given refund for B&Q product and not the non B&Q item which was damaged by the faulty B&Q product. You will be told it is up to you to contact the manufacturer of the faulty B&Q product to seek compensation your damaged belongings. This is not how all main UK DIY stores run, those who value there customers care about their customers.”

Helpful Report

Posted 10 years ago

“I have heard a rumour off a member of staff that they are managing long term staff out of the business and replacing them with work experience people from the job centre”

Helpful Report

Posted 10 years ago

“I ordered paint and a paint brush. The next day I receive only the paint brush. So I call them and they are telling me on their system I did receive my order. I had to wait five days before receiving my paint and when I finally did receive it, two 2.5l paints where opened and all scattered round the box. I took pictures. They should not offer and Internet service if they cannot do a satisfactory job. I am furious with b&q therefore I have sworn I will never buy there again.”

Helpful Report

Posted 10 years ago

“I have had a few issues with b and q over the years and this is just the latest in poor service, They are inflexible , the customer is always wrong and they always throw company policy at you, without trying to find a solution to the issue, A few months ago , I bought a small tin of paint, I placed it in my back pack and took it straight to my car. On getting home , the tin had opened and spilled all over my wallet and phone, luckily I managed to clean both without damage. The next day I went back to Greenwich store to replace the tin of paint, they refused saying it wasn't their responsibility that the tin opened and I would have to pay a further 25% of the cost if I wanted another tin. On the other hand I walked out of Homebase with a tin of paint which my toddler daughter knocked out of my hand, not only did they replace the tin of paint, they reassured me that they would clean up the mess which was clearly my fault, I am now a loyal Homebase customer. B and Q wouldn't exchange a tin of paint of the same brand , I just needed another colour without a receipt . I understand that I should have had a receipt but large companies also know when to compromise and b and Q are clueless about how to retain their customers loyalty”

Helpful Report

Posted 10 years ago

“If I had read these reviews I would never have ordered from B and Q. On two days when a delivery was scheduled I waited in all day and no delivery came. No communication from B and Q and no response to e-mails so I had to phone at great cost from my pay as you go mobile. Two times after my telephoning they delivered the wrong item because the bar code on their web site is wrong. No communication again. Three weeks since the order and when they charged my account I still do not have the item [although the wrong item is waiting here for uplift. Final insult, they sent an e-mail asking me to write a review of the item 'when it is still fresh in my mind'. This is the item I still have not received. I wish there was a zero star option”

Helpful Report

Posted 10 years ago

“Spent £160 at Sutton in Ashfield store then they had the gall to want to charge me for a small bag to put some of the small items that I had purchased. No wonder they are closing stores. Stay away if you think its not on. Its the first time I have been asked to pay for a small bag.”

Helpful Report

Posted 10 years ago

“The service l received in the Scarbororough store from a delightful lady by the name of Liz was excellent ,she went above and beyond the call of duty.Would definitely recommend the Scarborough store.”

Helpful Report

Posted 10 years ago

“I love the stores, but will never ever order anything they don't have in stock. I ordered a bathroom cabinet nearly 6 weeks ago, they delivered the carcass last week saying the door would following. Just got a call from PJH saying it will be 7th August, another 5 weeks away! Seriously awful service”

Helpful Report

Posted 10 years ago

“B&Q DONCASTER STORE. In the gent's toilet the toilet pan rocks from side to side when sat on. I reported this as a health and safety issue, together with the filthy state the toilets themselves were in, to the store manager. I also emailed and spoke to Customer service. All I recieved was a standard 'we try our best ' letter. 2 weeks later it is still the same.”

Helpful Report

Posted 10 years ago

“Bought some border tiles from the halifax store on 16/6/2015 was told they'd be a couple of days, didn't hear anything back from them so I phoned them only to be told they wouldn't be here until the 30/6 so took a walk down yesterday to collect them only to b told that they didn't mo were they were as the system was down, yeah that old chestnut. Anyway spoke to a junior manager sid that afternoon, phoned again today and was told by Jamie from the flooring department that they were there and to come down and collect them, on arriving at the store I went to the customer service desk and after a short delay was promptly told that I'd already collected them on the 26/6 and not only that but that I'd signed for them, now bearing on mind I work nights and start work at 5.30 on a Friday and don't have much time I'm just a little confused as to my supposed were abouts last Friday. I would without doubt never recommend you buy anything from this store there customer service is truly appalling I was made to feel like a thief, the staff in there are arrogant n not interested in your problems and treat you like a suspect in a crime, tomorrow there getting £450 worth of tiles returned as the border tiles were part of the colour scheme I had planned so I'd just like to thank BnQ for a truly terrible experience, if by any chance you have a problem there you can always speak to the management a chap called Hamilton but it'll take you the best part of a year to locate him as he's never in the store STSY AWAY FROM BNQ IN HALIFAX ITS SHOCKONG”

Helpful Report

Posted 10 years ago

“Rubbish delivery service. Unreliable company and total waste of time.”

Helpful Report

Posted 10 years ago

“Purchased a high gloss white kitchen. No problems other than if you want to construct anything other than a kitchen that follows the perimeter walls. Trying to construct a breakfast bar, stool side no other option than to use side panels that have to be jointed. Why cannot B & Q supply a large panel that can be cut down to fit, as other kitchen suppliers are able to provide. Why cannot B&Q supply a tall unit curved pilaster. They supply them for base units but if you want to keep the theme going onto tall units it was suggested by kitchen designer to put a base unit pilaster on top of another. No thanks it looks awful! Have had to approach other kitchen suppliers in order purchase the suitable fittings. I designed my kitchen I just wanted B&Q to supply the units in order to comply with the design. They did but only when I was assembling did I discover how they tried to get around the short comings of the fittings they supply. Not happy”

Helpful Report

Posted 10 years ago

“Feed up with no customer service why should pensioners have to use self pay section whilst a staff member looks on this is no way forward you will lose customersbringback customer service will in future shop else where !”

Helpful Report

Posted 10 years ago

“COULD NOT GET REFUND FOR PAINT WITHOUT RECEPT”

Helpful Report

Posted 10 years ago

“"When things go south.... They are terrible" We went to B&Q and used their bathroom design service to specify a new bathroom. Our bathroom is small so we were interested in the slim-fit style fitted units... The sales assistant sold us on a bathroom and only at the order confirmation stage discovered the "Tyler" slim sink was discontinued for advanced ordering... However as luck would have it (!?!) one was in stock at another Southampton store - the bathroom supervisor would pick it up on her way in to work at B&Q Hedge End and we could collect it from there. Fast forward two weeks... The rest of the bathroom has been delivered.... The fitters get to the end of the installation, offer up the sink and it's the WIDE version... Visit to B&Q Hedge End... "This sink is discontinued" says the bathroom department..."but you have one on display?" Says I, "We cannot touch the displays" says "Ray" ( allegedly the store manager... Who was too embarrassed to give a surname so he could've been the cleaner....) "But we have no bathroom", says I..... "Er...." Says he. I'm not a retail guru but I would've thought a display for a DISCONTINUED PRODUCT didn't really have much value - whereas a disgruntled customer WITH NO BATHROOM was more important... However it would seem B&Q store managers have the decision making authority of weasels.... So - if the quality of a supplier is judged by how they handle problems, I would say B&Q were ****”

Helpful Report

Posted 10 years ago

“Just received an email from B&Q saying to get my dad a present He's dead So what do I do ? Very insensitive won't be going back to them”

Helpful Report

Posted 10 years ago

“We had our kitchen fitted by a kitchen fitter called Rob Davies. The kitchen was designed for us by Mike based upon the units we had asked for. The 3d cad drawing was prsented to us for approval, which we did. I would like to say that we took about 12 months deciding on outlet and style before buying our Cooke & Lewis kitchen. Nothing was too much trouble and we received a few visits by the designer and the fitter before agreeing a build date. The work carried out by our selves was as follows:- removal of all old wall tiles, removal of floorcovering and the removal of the old kitchen units. The walls were chased out and back boxes and cable installed by myself to accomodate extra sockets. The walls and ceiling were then skimmed by two great plasterers in one very long day. The kitchen was then fitted by Rob (not Bob) within the two week allocated period. From start to finish the kichen took about 3 months. This was our choice. We lived on microwaveable foods and sandwhiches in our lounge diner. The kitchen had been stripped of all white goods and were in our lounge/diner and entrance hall. We bought our high level double oven and hob, plus a new fridge and freezer from Curry's which were all duly fitted. Our old washing machine and tumble drier were fitted by Rob. ( we kept the old machines as they are the size of cement mixers). As these two item were outsize we had to buy wider than normal solid wood work tops. these were cut to size and fitted by Rob and a sink unit built around the one worktop to house the sink and hide the w/m and t/d. The doors and Plinth are easily removable for machine removal. All in all I think that we had a good team all round ,with special thanks to Rob. Alan Brown Swansea”

Helpful Report

Posted 10 years ago

“WORST CUSTOMER SERVICE EVER !!!! I bought a wooden playhouse for my daughters birthday as B&Q stated that it would be delivered within 2 weeks and that I would receive a call or text giving me the delivery details. Neither came so I chased B&Q on numerous occassions and was told on 3 occassions that they would sort it and call me back. I never received any of the calls that they promised and had to keep chasing them. I finally got the delivery 3 weeks after my order and a week after my daughters birthday. The last time I spoke to B&Q they said that the delay was unacceptable and that they would call me the day after the delivery to make sure everything was ok...... I was still waiting for a call 4 days later and AGAIN had to call them myself !!!! Customer service is absolute garbage and I will never purchase anything from this Company again. The playhouse itself is flimsy and not worth the £236.00 I have paid !!! I have sooken to the "Customer Services" dept today and they just simply could not care less and have tried fobbing me off with a voucher. My daughters birthday was ruined and I had to book a day off work due to the delivery being outside of the promised 2 week window. STAY CLEAR OF B&Q and if you want a wooden playhouse go to gardenbuildingsdirect.com instead !!!”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,600 reviews