B&Q Reviews

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

2.2 Rating 2,599 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,599 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

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

“Just had a £10,000 kitchen fitted, nightmare from start to finish, survey done wrong, units missing, wrong units delivered, rude staff, promised delivery dates come and went,but hey ho you have to pay upfront so you are at their mercy.”

Helpful Report

Posted 7 years ago

“had excellent help and service from Ged, in durham Gilesgate B&Q. He could not have been more helpful and went out of his way to help. excellent service.”

Helpful Report

Posted 7 years ago

“made finding and buying items we needed.”

Helpful Report

Posted 7 years ago

“Booked items for delivery within 7-10 days. Had a call to book this in and all booked so arranged bathroom fitter for the next day. Later that week had a call to say system problems when delivery book so couldn't deliver meaning a delay of 3 days or taking a day off work. Also no delivery time just the whole day. Shocking service. Ordered from another company at the same time and received their items within 2 days.”

Helpful Report

Posted 7 years ago

“Lorraine at the Velspa counter at Clifton Moor B&Q is an absolute brand ambassador. She's 10 out of 10 with her paint knowledge and really friendly with every customer. We really appreciated her advice when painting our house.”

Helpful Report

Posted 7 years ago

“One of my clients chose a specific bathroom suite for their interior design project for several rooms in their home. They unfortunately chose a particular unit from B&Q, which goes under the name of Cooke and Lewis. We were very nervous about this, as being in the trade, we know of their reputation. However, our client wanted those units, so we proceeded to purchase them. They took our money very readily and it clearly stated, "in stock" and delivery within “7 days”, which was fine, as our lead time was approximately 2-3 weeks. It was all confirmed days ago and B&Q stated that we would receive a telephone call within the next 48 hours to organise delivery. We have just received a text message, not a phone call, stating earliest delivery mid-October? The delivery company, which is neither B&Q nor Cooke & Lewis, stated they had none in stock, so said the earliest delivery would be mid-October. We made several calls to B&Q and all we heard was “so sorry, we haven’t got the units in stock”. When my colleague stated we had it in writing about being in stock and the delivery time, a representative of B&Q said, “Sorry, but that’s the way it is” I stated, no, that is fraud. You are lying on two occasions to make people part with their money when you know the product is not in stock, and why don’t you know what’s in your stock room? They then blamed it on the company that supplies them with the product, but I said, if you are advertising it as yours, it`s your responsibility to make sure your website is correct. I requested our money back instantly, still waiting for that. Terrible, terrible company – no wonder they are shutting their stores all over the UK. Do not touch this company with a barge pole. B&Q – it`s actual fraud what you are doing to people. I also know, as we are in the furniture trade, that they let clients order kitchens, take their money, and then postpone their installations dates for months. Be warned.”

Helpful Report

Posted 7 years ago

“When a company like B&Q announce that they no longer use email and you have to send a letter of compliant by snail mail does anyone doubt it's merely to insulate the management from hearing the complaints of their long-suffering public? If I were a principle shareholder of a large company like that I'd be grateful to every customer still willing to complain rather than shop elsewhere. It's the most valuable feedback possible. When someone gets great service from a company like B&Q they tell one friend. When they get messed about and hide from their customers they get a public post to at least 5,000 people on Facebook.”

Helpful Report

Posted 7 years ago

“Literally everything - worst installer and customer experience ever. Never, ever use them.”

Helpful Report

Posted 7 years ago

“Hi I just wanted to warn anyone thinking of buy bulky furniture that needs delivery, from B & Q I ordered a clothing storage unit on 14th August 2017 , it contained 8 packages to be delivered by Parcel Force. I paid for everything on online 14-08-17 and delivery was booked for 21 Aug. Well only 5 packages delivered by Parcel Force I contacted B & Q about undelivered packages , apparently Parcel Force tried to deliver on 22-08-17 we'll forgive me for not realising 22 is the new 21. Delivery rearranged for 25th Aug delivery never arrived, called B & Q again on 26th Aug due to their unhelpful nature in taking responsibility for making sure the customer receives, customer excellence in all dealings with them, I cancelled my order and requested a full refund. Collection was arranged for 1st Sept can you guess what happened, you got it no refund and no collection was made . Called again refund should have taken no more than 5 working days. Was told they would get the remaining packages delivered and would arrange something and call me back , that was on 9th Sept still waiting and I have boxes of a unit blocking up my place. So please think carefully if you need to order furniture best to go with a company that, has their Own delivery team or at least uses a decent courier company. My next move will be to contact trading standards in regards to this shambolic non service. Beware KB”

Helpful Report

Posted 7 years ago

“I spent several thousand pounds on a kitchen from B&Q and also to have it installed. They wanted all payment up-front, I paid... This was the worse decision of my life. Terrible service after they have your cash. Goods were delivered weeks in advance to your home, they deliveries honestly every delivery had damaged goods and missing items, they even tried to tell me the SMEG oven was delivered which clearly it was not and I refused to sign the delivery, then after numerous phone calls this was sorted out. The workman ship was the worst I ever encountered by any tradesman, I'm no expert my wife would agree but I could have installed the kitchen 100% better than B&Q's teams. So many errors, so many wrong/damaged/missing parts deliveries, so many times I had to complain about the poor standard of work and the bullshit the installers came out with... So many times they never turned up, the biggest load of rubbish ever. So many times I complained and wanted compensation, so many hours of my life wasted... DO YOURSELF A FAVOUR DO NOT BUY FORM B&Q unless you like disappointment and heartache - oh and dealing with a Company who say they care BUT actually do not give two hoots about you the customer. The kitchen was to be something for my wife and I to enjoy, sadly we hate it now and more so B&Q. Regards Julian Herring”

Helpful Report

Posted 7 years ago

“Customer service eventually resolved an issue with a shredder that only they sell. I couldn't find my receipt so they initially wouldn't handle my replacement due to faulty goods, but after mention sale of goods act and providing my credit card statement they swapped the item for a new one.”

Helpful Report

Posted 7 years ago

“Good prices friendly service. Had just what I needed!”

Helpful Report

Posted 7 years ago

“I'd have scored customer care 0 stars if I could, we were supposed to have our kitchen fitted on 21st august, no fitters turned up so tried phoning B&Q fitting service customer care, what a shambles got the answer phone numerous times before actually speaking to someone, to cut a long stressful story, they had no idea the fitter hadn't turned up, they finally found another fitter to start on 4 th sept, in the meantime our dining room furniture is in our bedrooms, our kitchen cupboard items are in living room dining room and bedrooms (because we had to empty them for the refit )due to our new flat pack kitchen and cooker are in our dining room, when it's finally fitted and I ring up to see what they're prepared to do, all they offer is £150 gift card, what an insult, we put our faith in B&Q because it's s big company, obviously money comes before customer satisfaction”

B&Q 1 star review on 11th September 2017

Helpful Report

Posted 7 years ago

“Ordered and had B&Q fit our bathroom which was awful! The bathroom was over priced and the workmanship was dreadful! The tiling was completed really badly and there were a lot of delays! I would never use them for fitting ever again!! I spent over £7,000 on the bathroom and all they gave me back in compensation was £380! DO NOT USE THEM!”

Helpful Report

Posted 7 years ago

“""Ordered flooring online after 12 days called to check the ordered and after long wait was told cannot deliver it bc of shortage of stock and we are cancelling the order, if I had not called for another 10 days they will never inform me.”

Helpful Report

Posted 7 years ago

“""overcharged at the checkout. Complained that the total was more than it should have been. Told i needed to go to returns desk. Spent 15 minutes waiting for items to be checked went back round the store to find the correct price myself. One item was ambiguously labelled - the ticket hanging from it was for the similar item below and its price was behind the product and not visible from the front. The other item was overcharged at the till. Finally got the overcharged amount refunded but took 30mins in total from initially paying and was made to feel that i should be grateful. The woman was rude and when i mentioned my wasted time and effort checking prices she said i needed the exercise - talk about the pot calling the kettle black.”

Helpful Report

Posted 7 years ago

“I recently bought some Decking boards from the B&Q online store in Sutton. It was very easy to find the Decking boards I wanted and a very prompt delivery day given at time of purchase in 2 days time. Delivery was free and arrived at 9am on the chosen date. The Driver was very helpful and carried all the boards to our front lawn the access to is quite steep. Overall superb job and I recommend them to everyone!”

Helpful Report

Posted 7 years ago

“Terrible experience with B&Q Homefit kitchen install (2017), supposed to be Which? Trusted Traders approved and our fitters weren't. As far as we can tell no-one from B&Q knew anything about the company that did the fitting. Ineffective and at times rude customer service who don't return calls and take forever to do anything. Project was a week late starting (after I had to do all the chasing) and 3 days late finishing (despite fitters being here until 10pm) followed by an insulting compensation offer - we will never use B&Q Homefit again.”

Helpful Report

Posted 7 years ago

“Helpful staff”

Helpful Report

Posted 7 years ago

“i find the service of delivery and customer service at B&Q pretty poor. in store, B&Q staff can be pretty dogmatic, for example when trying to but something off a high shelf was told that even though item was visible to us, there was no member of staff free to actually physically get if off the shelf for us and therefore we couldn't purchase it!! . Recently we have dealt with deliveries from many large appliance and kitchen item suppliers, including Hotpoint, appliances direct, Hughes and various other online suppliers. and our experience of large deliveries from B&Q in the past few months (Kitchen units/ doors). Our experience of ordering larger orders for delivery from B&Q has been poor. particularly the cost of delivery under £250. Long lead time on orders, there is a very large time window given, No tracking offered so we have had to take time off work. Why can other companies manage these things but NOT B&Q? I wouldn't mind if the products were exclusive or exeptional quality but it is definately not the case on our experience. Come on B&Q be more competitive, show us hat we matter and catch up with other suppliers.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,599 reviews