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

“Utterly hopeless website that does not reflect stock at all. Try to buy a kitchen to find from any one range some items can only be purchased in store, some can only be ordered online, some can only be collected in store, some can only be home delivered. Several home delivery items were then delivered very late and incorrectly..... still trying to get a complete kitchen! Never ever buy a kitchen from B&Q!”

Helpful Report

Posted 7 years ago

“Home delivery is an absolute JOKE! Previously had garden furniture delivered which turned into a farce with items damaged in transit, company not prepared to carry it from the Driveway to the rear garden. And now I order items and told I would be contacted the day before with time slot. And then Parcel Force deliver without warning and no one home; parcel gone back to depot!! ABSOLUTE RUBBISH!!! Then spend nearly 20 minutes trying to get through on the phone.”

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Posted 7 years ago

“after visiting b& q recently at ipswich the only thing to say is micky taking staff,nasty staff especially 2 young blokes who we asked for help with laminate never helped load trolly said my husband was not man enough to push the heavy trolley(he has bad back but works hard ) horrible vile staff should be sacked feel like getting a refund disgusted”

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Posted 7 years ago

“NO communication, no kitchen for over a week, no water. first night no heating in middle of winter, no hot water. builders not turning up, customer service team refuse to acknowledge my problem, shifted from pillar to post. constant LIES. if i could give a review of 0 i would”

Helpful Report

Posted 7 years ago

“If the option for 0 stars was available B & Q would revive it. Being in the Joinery Trade this is the worst experience I have had regarding Kitchens. B & Q advised that the particular kitchen was "off the shelf" however couldn't tell me a date of delivery until it was placed on order. Order made, delivery 6 weeks, advised that this was no good and requested it be moved forward. Had the date moved forward and what a surprise no kitchen delivered on the new delivery date. Customer care wasn't up to scratch as they didn't have a clue what was going on. I was then informed it would be another week before delivery could be made then I was told the handles won't be delivered for another 5 months. Shocking service. Could be a cancel job and going to Magnet or Howdens !!!”

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Posted 7 years ago

“Appalling service and VERY disappointing customer care”

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Posted 7 years ago

“The worst delivery service of a kitchen. No help at Bishop Auckland shop. Just kepted Delivereing the wrong parts”

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Posted 7 years ago

“Delivery failed to arrive. Poor delivery service between B&Q and parcelforce means that delivery times aren’t provided, just the date of delivery. I waited all day and the delivery failed to arrive. The B&Q order acknowledgement says that the delivery agent will be in touch, this did not happen and the order had no parcelforce reference number to follow up. After complaining the next day, b&q/parcelforce gave an excuse they did not have the delivery address, however it was clear and accurate on the order and the B&Q customer service agent confirmed they had it. When you fail to deliver the you should own it and not invent an excuse. When I couldnt receive an estimated time for the rescheduling I cancelled the order. B&Q doesn’t value my time or my business. Will shop elsewhere in future.”

Helpful Report

Posted 7 years ago

“Mum ordered a kitchen in August to be fitted in October. They said it would take two weeks to install. So they started to fit it and then realised they were missing some brackets and counter top. Surely when supplying a kitchen you make sure everything is there. No communication whatsoever. Three weeks without a kitchen and still not finished. Please don't go with b&q people.”

Helpful Report

Posted 7 years ago

“Really horrible customer service. If it's possible to leave 0 star I would absolutely do so. Ordered online for next day delivery, waited for 3 days, then suddenly neighbour across the road rang door bell complaining big bulky packs left at hers. Lots of inconveniences to the old lady. We've provided both landline & mobile numbers, being stayed at home all the time, house big & clear to find, still bnq did such a ridiculous thing, never trying to contact us, not even bothering looking for us. Me as a mom with baby at home couldn't go collect them across road. Tried to ring bbq line(only 1 method & 1 No. given from its website), waiting for almost an hour(!!) then finally got through to a staff to explain our situations, only to be told they couldn't do anything with it. We needed to pay manpower hiring handyman to do it at our own cost. Absolutely disappointing customer service. If a business takes customers so neglectful, I can't imagine it could go far. After paying good money, all we need is just delivering to our address; all delivery & contact info provided to bnq perfectly. How unprofessional bnq must be to even fail that?! Definitely don't want bnq to be a typical example of uk businesses nowadays. As business, big or small, Please CHERISH YOUR CREDIT!”

Helpful Report

Posted 7 years ago

“Really horrible customer service. If it's possible to leave 0 star I would absolutely do so. Ordered online for next day delivery, waited for 3 days, then suddenly neighbour across the road rang door bell complaining big bulky packs left at hers. Lots of inconveniences to the old lady. We've provided both landline & mobile numbers, being stayed at home all the time, house big & clear to find, still bnq did such a ridiculous thing, never trying to contact us, not even bothering looking for us. Me as a mom with baby at home couldn't go collect them across road. Tried to ring bbq line(only 1 method & 1 No. given from its website), waiting for almost an hour(!!) then finally got through to a staff to explain our situations, only to be told they couldn't do anything with it. We needed to pay manpower hiring handyman to do it at our own cost. Absolutely disappointing customer service. If a business takes customers so neglectful, I can't imagine it could go far. After paying good money, all we need is just delivering to our address; all delivery & contact info provided to bnq perfectly. How unprofessional bnq must be to even fail that?! Definitely don't want bnq to be a typical example of uk businesses nowadays. As business, big or small, Please CHERISH YOUR CREDIT!”

Helpful Report

Posted 7 years ago

“I had a kitchen delivered 19th OctoberOctoberB & Q kitchen I had a kitchen delivered 19th October. Had exchange some items in store myself the next day, arranged a exchange order, they collected items on 24th, I have spent every night since waiting a hour most nights in a call aye to find out why I have been given four confirmation emails with different delivery dates!!!! Nothing arrives, now 12 th November, 21 phone calls, 3 to designer of my kitchen at Chester store and not one phone call or explanation, half finished kitchen!!! Never ever by a B & Q kitchen!!!! Worst customer service I have ever known”

Helpful Report

Posted 7 years ago

“Everything about the service at B&Q is terrible. The fitter came on the 17th on October, we are now on the 10th of November and I still have half a kitchen. I would never recommend for anyone to have a kitchen fitted with B&Q and I would warn all others to stay away. I have asked for my money back as it would be quicker to get someone else in to finish but I have been refused. Half the order wasn't delivered, the fitter brought his wife to help him put the kitchen together, he turns up at 10 and leaves at 2 or turns up at 2 and leaves at 4. Paid £2000 to have the kitchen fitted and have so far been told that they allow three weeks for fitting?! How can anyone survive without a kitchen for three weeks! Spend your money elsewhere!”

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Posted 7 years ago

“B&Q Stock over twelve types of light fittings, but not thr appropriate bulbs fore those fittings, every box containing light fittings state G9 28W. Two stores state we don't stock them any more (but these will do). When we check with customer service we were asked what would you like us to do. Please find out why you don't stock them , told don't know anybody to ask.”

Helpful Report

Posted 7 years ago

“Everything! The installation of a bathroom has left us with a sink which water gurgles and spurts out of when we empty the bath. When we run the sink taps, the bath gurgles. After running taps, we are left with loud vibrations from the pipes. For the last 3 months we have been trying to get these issues sorted. The customer service is appalling - they never ring back when they promise. Three weeks ago they finally come to review the job and write a report, but once again, nothing further is heard. Shocking, Shocking, Shocking...do not use these charlatans.”

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Posted 7 years ago

“My bathroom plumping was done all wrong. A new water tank was needed and wasn't done so iv been through 3 showers and 3 pumps in a month. My tiles were delivered broken. I then had to choose out of 2 different ones. I had to pick up lights as wasn't added to my order. Painting had to be redone as all over my door. Rude staff who tried to get me to pay more money after job was done.”

Helpful Report

Posted 7 years ago

“I've put 1 star only because there isn't an option of zero! We've just wasted 1 hour 23minutes of our lives in B&POO, we only wanted to buy a door. Helpful Harry came to our rescue but didn't manage to help as he was too busy trying to help anyone and everyone at the same time and failed in helping anyone in the end. We left him walking round in circles muttering to himself and decided to find one ourselves. Found the door but not the correct size so we were introduced to Beryl who clearly didn't want to get involved but reluctantly agreed to look on the system. 'You'll have to order it but you cant collect from store it will have to be delivered' no problem, gave the delivery address a few times as the 'system' was playing up. This took 20minutes as she kept having to ask for advice. In the end it can't be ordered because we have 3 in stock already! So back to the door section which we have already searched and confirmed there are no doors in the size we require. After another hunt the door session she thinks they could be on the top shelves. We feel a small glimmer of hope as she goes off to find doreen who can drive the forklift. We see doreen turn the corner at the other side of the store on the forklift vehicle. 5 minutes later she's halfway to us, not quick these things are they? She finally makes the arduous journey to the door section. We look in awe as she ascends up and up and up but wait, she stops short of the top shelf, 'I don't feel safe to go any higher' she says before decending back down, even slower than before. The most frustrating part is she could see the 3 doors from her halfway vantage point. This is when we checked how much time we had wasted and cut our losses and left. We passed Harry on the way out, still walking round in circles. We could imagine Doreen just reaching the safety of ground level and kissing the ground in relief before making the long, long journey back the the forklift docking station. We found our door round the corner from a kitchen supplier, in and out in 10 minutes with a similar door. The End.”

Helpful Report

Posted 7 years ago

“Daughter looking for shower screen. Nothing on display. Assistant said that had some in the store room. Gave us brochure to look at. Lots of going backward and forwards to store room only to discover what we wanted was not in stock. Found what we needed on display and in stock in Homebase”

Helpful Report

Posted 7 years ago

“paid a lot of money for a kitchen, design wrong, supplying terrible, incompetent fitters, customer service is laughable. They are trying to blame me for their mistakes. Keep wel clear of B & Q. Dont sign a thing!”

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

B&Q Reviews