B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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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119

Anonymous

Anonymous // 01/01/2019

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

“a waste fitting dont sell sell them went down the isle and there it was, a total joke will not be using them again,”

Helpful Report

Posted 6 years ago

“We ordered laminate in 2015. The delivery service was awful. Aprox 5 deliveries arranged and no one showed up. Eventually we cancelled our order and the items turned up a few days later, which we refused delivery on as our money was being refunded....was... Fitters had to be cancelled, losing our deposit. The refund was held by BnQ as they still had one hand on our money (banks explaination) which meant we couldnt buy elsewhere and rebook fitters. Eventually we went in to store, and the store managed to get the payment released (about 2 weeks in) I left a review on their website but "We have read your review and value your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!" The flooring has a 20 year guarantee, but the reciept texts have all but vanished. The coating on the flooring is that thin, that despite it being for a high use area, it has worn away and even though we only damp mop (and this is suitable for wet areas) the corners and edges are rising.”

Helpful Report

Posted 6 years ago

“The customer service is a joke. When you buy something and pay for a delivery, you expect to get it at your door. Well, not at B&Q. I live in a buiding where there are hundreds of flats and a Concierge to receive deliveries on my behalf. However, B&Q managed to delivery at another street to a flat in another building! Isn't amazing? They haven't called me before doing that. I can't find anyone at the address they provided, so I am not even sure if they provided the right address for collection. And now, when I call them, they are not able to provide a satisfactory solution and keep telling me it's just around the corner! Otherwise I will need to collect "a few" more days to get something that was supposed to be delivered the next day. I asked for a refund, they said it could only be done it they succeed to collect the item they delivered. It's unbelievable! I am never buying from B&Q again!”

Helpful Report

Posted 6 years ago

“I bought somthing from them and return the items few minute after and waiting for my money more than ONE MOUNTH to recive and still waiting. I was write every day to explain me someone where is my money. No concrete answer. I'm totally disappointed.”

Helpful Report

Posted 6 years ago

“Placed an order online for slabs plus sand and cement, told me online that delivery will be made within 3 days, job was booked in then was told the slabs will be seven days and there's nothing they can do, fuming, lost the job and a weeks money. Won't make that mistake again”

Helpful Report

Posted 6 years ago

“I recently had a kitchen fitted, firstly they changed the delivery date which in itself was not a problem, just inconvenient, as they got rid of the original surveyor, so my fitting was delayed. The new surveyor was more interested in getting me to pay him for stuff on the side rather than it all being on the contract price. From there on in, everything went wrong, I spent more time dealing with the problems and running back to store to get this and that etc., how many weekends I spend just having to stay at home for another delivery is incalcualbe. Then the fitters put my hob on wonky and the cooker hood was also wonky and the tiles well, the tiles were fitted two up all the way round, except above the hob, which he put 6 up and then a gap at the top, it all looked ridiculous, the trim was sticking out on the tiles as they were not the same height. When I complained I was told that he was an excellent fitter and they had no other complaints. The fitter said it was because my wall was wonky, and if I had let him do the additional work that would not have happened. I eventually told B & Q that it was not good enough and they offered me some money back, as they said the project was closed, I refused and they sent another fitter who fixed the incomplete work. However the larder door, which there was no frame work for is now coming off, the skirting board fittings are broken and several other little things. Although they say that there is a 10 year guarantee, you cannot ring thourgh and get someone to fix it, you have to complete a form and supply picutres etc, which you need pdf editing to do is difficult. I would suggest you do not go to B & Q unless you are desparate, considering the amount of money they charge. I think the staff at B & Q are very helpful and they did attempt to sort out all the problems, however they system with outside contractors appears to be faulty, as they do no checks on them whatsoever as far as I can see.”

Helpful Report

Posted 6 years ago

“We travelled to three different stores to find some scotia trim. Before we reached the next store we rang each store in advance to check if stock was available as online it said it was and then we get to the store and nothing was there even when a member of staff confirmed there was so a wasted hour n a half of our time looking for stock staying it was available in store when it wernt. You need to re check your stock and update your website”

Helpful Report

Posted 6 years ago

“Bathroom - the dreaded Homefit! Project Management is practically non existent. Its difficult to get anyone to respond, call back, reply to emails. Installers didn't always turn up when they said they would. It took forever to agree a start date and then they didn't even start on the planned day! Installers would say one thing to me and another to B&Q and vice versa. Items were missing from the delivery and had to be chased up. The toilet was faulty and had to be replaced. The second toilet is also faulty but workable. They were so useless at acknowledging this and then getting a replacement part that I ended up telling them to forget it, as I can probably fix it myself, and I don't really want anything more to do with them. The only good thing about the experience was the design and sales part which filled me with a false sense of hope. The whole of the rest of the experience was rubbish! Never again!”

Helpful Report

Posted 6 years ago

“Kitchen - READ REVIEWS! Take notice of what people have said!!! Cheap but you get what you pay for, in products and in service. It was the worst customer service experience of my life! From being lied to, hung up on, having to cry down the phone for them to sort their many mistakes it was the most frustrating and apauling customer service I have ever encountered. You will spend hours and hours in the phone trying to sort stuff out, if not in store. This was just over a year ago now, and I’m STILL having problems with it, I’ve had the fitter out to fix some stuff, to be fair not for a few months now! but I think I’m getting PTSD because I’m scared to have to get him out yet again! he was lovely, but I just wanted them out my house by the end of it. They knew it was a joke too, it was all down to B&Q and the dredded ‘home fit’ So we had to compromise and had to accept changes to the kitchen we had designed just because B&Q or ‘home fit’ couldn’t get their act together. No matter how much you ask for help or spend on phone nothing gets sorted in the way’s of refund or compensation for (at least) 7 deliveries they got wrong, and the months over due it was. Do not book time off work to stay in, because somtimes they just don’t show up. I just hope someone reads this and DOES NOT get kitchen fitted with B&Q it, I haven’t actually written more stuff that I could complain about but just makes me angry! Perhaps go and tidy the kitchen to calm down... oh wait, I can’t use the dishwasher it’s broken... again. DO NOT USE B&Q for kitchens!!!”

Helpful Report

Posted 6 years ago

“My partner shopped in Balby store and trade point discriminated against her. He was asking for trade point accounts and ignored her she presume because woman. He asked men as they entered store. She in fact manages buying account for items. Odd not extending trade account to women.”

Helpful Report

Posted 6 years ago

“Went to buy screwdriver rachett type to be told illegal to sell them now. Said removed from store 10 years ago. May just be balby store as available from lots of other merchants across area. Tried to contact head office to be told stores know best information.”

Helpful Report

Posted 6 years ago

“Fabienne Close-Coupled Toilet - this toilet is ridiculously designed and to put it bluntly, I will be spending the next few years of my life cleaning excrement from the bowl. It does not allow anyone of any size to have a 'clean drop' into the pan & I will be spending a fortune on toilet brushes! A refund would be the least B&Q can do and also pay for a plumber to install a toilet that is functional. No wonder it is on sale. This has completely ruined my new bathroom refurb. A reply would be helpful from a member of the team please”

Helpful Report

Posted 6 years ago

“I have spent over £2,000 at B&Q refurbishing my bathroom and the 'pièce de résistance' should have been the Manrose QF100T extractor fan. However, after l had installed the extractor fan and set the overun timer for 30 minutes, my wife had a shower and subsequently myself, in order test the new extractor fan. Having said this, the bathroom was full of steam and condensation running down the freshly painted upper part of the walls onto the newly tiled portion below. Even after 30 minutes, my bathroom was still full of dripping confederation running down the walls. I had to open the bathroom window to vent the steam out. This product is totally a waste of money and not fit for purpose. I have uninstalled it and shall be taking it back to B&Q for a refund.”

Helpful Report

Posted 6 years ago

“The Charlton / Greenwich store is woefully understaffed, and the employees that do show up don't seem to want to DO anything. Today there was a queue of 14 people waiting to pay for goods, and they had ONE cashier on duty (who thought it would be good for customer relations if she had a nice, long chat with everyone about the weather, and if they'd enjoyed Christmas, etc. etc.)! The 'self-checkout' area was closed off, and so many staff walked past the ever-growing queue that we thought we were being set up for a "comedy" TV show. Ludicrous. We went to Wickes (nearby), and spent our £300 there. Great customer service, and both tills were operational, meaning no waiting time. AVOID!!!!”

Helpful Report

Posted 6 years ago

“Don't ever buy a kitchen from b&q. I am a local builder,They are the worst,cheaply made units I have ever fitted. Use when kitchens or magnets”

Helpful Report

Posted 6 years ago

“B&Q strike again! Ordered a cupboard to finish off our kitchen before Christmas, it was due to be delivered on Christmas Eve, we waited in all day, but no cupboard. Couldn't finish the kitchen off, maybe it's time you got you're act together B&Q Meir Park, Stoke on Trent, this will be the 8th time we have to visit this store, it's a shame you couldn't take a leaf out of the festival Park B&Q, the staff are brilliant there!”

Helpful Report

Posted 6 years ago

“This is the worst xmas tree we have ever bought from you. we always get our real tree from you but not anymore. Low drop. def not. needles been falling of in big amounts. Branches are saggy and decorstions keep falling off. Cost a lot of money so totally gutted”

Helpful Report

Posted 6 years ago

“On Wednesday, 19th Dec 2018. Went to buy half a dozen sheets of MDF at the Sutton Store, which I needed cutting. Arrived at 1115, only to find that there was no one to operate the cutting machine and would not be anyone till 1215. Does B&Q only employ one person per store to operate services such as this? Eventually, made a second journey to the store in the afternoon, wasting time and petrol. Sutton is a good 20 - 30mins away from where I live, so an hour wasted plus time in the store. Shambles.”

Helpful Report

Posted 6 years ago

“I went to buy some raspberry canes from thje B$Q garden centre. Having selected a healthy pot I took it to the checkout; but it didn't have a price tag or barcode on it, so the girl had to go off and find someone in the garden centre who could price it for her. She came back after a few minutes - having, however, now swapped the pot of canes I was trying to buy for one that was obviously dead. I don't know whether I was more annoyed by the attempt to swindle me or the assumption that I wouldn't know the difference. The 'garden centre' is a joke, because no one who works there knows anything about gardening (or seems to want to). The store as a whole is ill organised and staffed by people who are rude, casual and unhelpful. I would recommend to anyone that they avoid B&Q. It has every appearance, to my mind, of a business on its last legs - and deservedly so.”

Helpful Report

Posted 6 years ago

“After checking on-line the required item (Bosch Workshop Radio) was in stock I visited the store to buy, and had hoped to use sixty plus discount card. Could not find item in store asked five different staff members (one told me to go to PC World or Curry's) who were of no help, eventual went to trade counter, computer was checked was told it had never been in stock in store. Also told no UK store had in stock. Left in disgust and on returning home checked on-line were I could order pay and collect. Phoned customer service who agreed that should not be possible, never had this circumstance before. One last try phoned Stevenage store as was a gift for family near there, and was assured they had 7 in stock. I then ordered from Tooled-Up, never will use B&Q again wasted whole day.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews