B&Q Reviews

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

2.2 Rating 2,602 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,602 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

“When i request refund, refund cheque should be received within 28 dayd, but over 32 days the cheque not yet received Poor service”

Helpful Report

Posted 2 years ago

“Do you not buy off shire GB their delivery, scheduling and customer service is horrendous. I would not recommend them and I will not buy from them again.”

Helpful Report

Posted 2 years ago

“As a new customer i was excited about receiving goods for my new house - in the end my goods weren't delivered - they have awful drivers that works for different companies and they have their own rules -they are patronising and malicious ,I was let down from the rudest drivers and over the phone the customer services team were useless I will never use them again! and end up using a local:-)”

Helpful Report

Posted 2 years ago

“Another customer spilled paint and me and my nephew were coated in paint from knees down. Zero help from staff, very rudely told to go to the toilet, no cloths or wipes provided. Paint/clothes/trainers & toilet paper = not a great combination. No contact from customer service since complaining.”

Helpful Report

Posted 2 years ago

“"Misinformed" about terms of gift cards by customer services so bought one and wasted £50. Not happy.”

Helpful Report

Posted 2 years ago

“Brought a UPVC back door from here had an absolute nightmare trying to fit it ended up having to remove the door and send it back I’d lost 2 days trying to fit this door for a customer that I do a lot of work for made me look a fool in total it had taken me nearly for day to got it and get it to lock properly asked the store manger at yeading Middlesex if they can compensate me for the time it had taken me which should of been a days work at the most and I’ll I got was a poxy £50 gift card I’m really angry with the whole situation I don’t recommend anyone buys your UPVC back doors they are of poor quality”

Helpful Report

Posted 2 years ago

“Today phoned up abingdon store spoke to will ref worktops of my daughters saying this I'm not saying my daughter is going to cancel her worktops but can she reason my daughter cannot get fitters to fit 12mm worktop will said I will pass you on to another colleague which happened. asked my daughter details but cancel led the work off but I made a point that I'm not saying my daughter is going too but can she not knowing the man had cancelled off the work top s .my daughter goes into speak to anice man and said they have already been cancelled .did he not listen yo what was said .what if my daughter had decided to keep with them . Its agood job that my daughter did want to cancel .or we would nt have had the work tops in time”

Helpful Report

Posted 2 years ago

“Customer Service live chat is virtually useless!”

Helpful Report

Posted 2 years ago

“Would give zero stars if I could, so very disappointed that you can’t use gift cards for most of the products now, was gifted some from work but can’t buy anything that I want! Awful service will give gift card away & never step foot in B&Q again, misleading.”

Helpful Report

Posted 2 years ago

“Unmanned checkouts in your Cork store are a joke, I had a full trolley today and I was asked by B and Q staff to wand my own items (I do not work for B and Q) terrible customer service at checkout, unlike the quality aisle service I left items in store that I wanted to purchase as it was so difficult, why are your unmanned checkouts taking video recordings of customers?? Need manned checkouts, onto Screwfix for me”

Helpful Report

Posted 2 years ago

“All checkouts at Derby are now unmanned. Self service checkouts are entirely unsuitable, no room at all for goods taken out and scanned. Requested help but to no avail. So its goodbye B and Q until you stop this madness and revert to manned checkouts. Your loss is Srewfix gain”

Helpful Report

Posted 2 years ago

“Harlow kitchen department. So many errors made. Wrongly advised. Missed the deadline for ordering a kitchen at discount price. Placed complaint with head office. Just gets handed back to the inadequate Harlow store. Get nowhere!! Ian, the store manager, one minute says one thing, then does another! Really bad management. AVOID IF I WAS YOU. Go to Howdens or Benchmark. Much better customer service.”

Helpful Report

Posted 2 years ago

“Had an accident at B and Q and despite saying I felt unwell no first aider was offered and cashier laughed. B and Q admitted they should have provided a first aider but decided themselves that although dazed and dizzy that I was ok! But found it funny instead!”

Helpful Report

Posted 2 years ago

“B&Q used to be my 'natural' port of call for DIY materials. Sadly, no longer. Today, at my local store I went to pay at the only manned ckeckout - but I was prevented from doing so. Another member of staff collared me, asked if I wanted to pay by cash or card, and when I said 'card', told me I would have to use a self-serve checkout. This is now corporate policy, it seems. So we now have two staff instead of one, neither of whom are allowed to serve you unless you specifically request help - in which case you still can't use the manned checkout, where a bored-looking and glum member of staff is twiddling her thumbs. On my previous visit, on a Saturday, it was even worse. My local store seemed to be manned almost entirely by schoolgirls, looking even more bored and very fed up. I tried to speak to one girl, but she just walked past, ignoring us, with her earbuds in. This time there were no manned checkouts open at all, and another bored schoolgirl just stood by as my wife and I gently struggled to pay for what we'd bought. Well, good luck with your attempts to make things less friendly for customers, with reforms that even your staff can't justify. Me? I shall head across the road to Wickes, now, where there is still a semblance of respect for their customers. I don't have enough of a masochistic streak to persevere with B&Q any longer, except possibly as a last resort. Isn't there some quote in the bible, about the first becoming last? Well, yea verily, it has come to pass where B&Q is concerned. Such a shame!”

Helpful Report

Posted 2 years ago

“If l could of given 0 then would of done B&Q exspree store are not quick Nearly too of thier stores don't have staff wood green had knowbody on the shop floor only one person on the till and when they did ask for help this help took ages to come the Harrow store were no better l won't be shopping in B&Q again”

Helpful Report

Posted 2 years ago

“They use 3rd party sellers, that are unreliable. the third party sellers use FedEx(TNT), and the are the most unreliable delivery company on this planet, nothing gets delivered. I was refunded, but this s not helpful, I wanted my items. B&Q apologies are hollow! order number 1029551356”

Helpful Report

Posted 2 years ago

“I’m disabled and money is tight, however knew I was moving in the next 12 months. Every month, I’ve put money aside to spend on furnishings and purchased a b&q gift card every month in order to not have to shell out when I move, as it wouldn’t have been affordable to me by any means. I chose B&Q as there motto is ‘get all your furnishings through our gift cards’. January 2023 I’ve been offered my disabled flat, with 2 weeks grace to move in. To my UTTER SHOCK and DISBELIEF, most of your ‘moving in’ items I can’t buy with my £1000 B&Q gift card, as they’ve now become like an Amazon marketplace, and most of the products, blinds, lamp shades, and all other items I need I’m unable to purchase from B&Q as they are from ‘approved sellers’ on the B&Q website. There was no mention of this every single month when I’ve brought a gift card. I’m now left with a £1000 B&Q gift card which has taken me months to save up, have had to get a loan out for items that I’m unable to buy on B&Q. This needs to be looked into by the standards agency. I purchased from B&Q in good faith that everything I purchase is from B&Q. You’ve left me in debt, unable to spend the gift card balance and I’m completely stressed, tired, already struggling with such a turmoil move now due to B&Q making what should be an exciting time for me moving to a better disabled period address, to sheer panic, anxiety, upset and anger.”

Helpful Report

Posted 2 years ago

“I ordered an internal door to be delivered on 24/1 having been advised of a 2 hour delivery time slot. The time slot was earlier than advised and the door delivered was the wrong one.I contacted you and was advised that a replacement door would be sent out but I would have to wait another 6 days. I Advised this was unacceptable, but was told there was nothing to be done.I asked to speak to a Manager and was told Steph would phone within 4 hours,this was 1pm,it is now 8.15pm,still no phone call.You have my money,and I consider this breach of contract as you have not fulfilled the order.Pleas reply”

Helpful Report

Posted 2 years ago

“I'm late writing this review of our bathroom installation disaster, being it was done for us in August of 2016. However, the fact that it is still on my mind and that I still feel compelled to write this review gives you some indication of how angry I still am to have been ripped off by such bad, uncaring service and such horrendous workmanship: 1. extractor system was only half installed - sending condensation up into the loft, with nowhere for it to go 2. the shaver socket installed buzzed badly and had to be replaced so that it didn't cause a fire 3. the space between the top of the sink and the cabinet was so small that one could not wash ones face in it. 4. The toilet wouldn't flush properly because the plastic piping connected to the outside waste pipe had been crushed in order to force it through the cabinet behind it. 5. the shower wall fixing turned out to be a hook drilled into the tiles about 30cm above the lip of the bath. 6. the decorator painted the wrong walls, claiming he had not been shown the decor plan by the store. 7. there was no signing off of the job on completion. 8. B&Q seemed not to have a complaints procedure. It seemed they were waiting us out to see if we'd go away. We didn't but negotiations took months. 9. the third-party guy who they eventually sent round to fix the issues said that he makes most of his income from B&Q remedial work. 10. We asked for a dimmer to be installed. They did install a dimmer but attached it to the extractor fan, thus slowing the extractor in time with the dimming!!! 11. Grouting was wide, badly applied, and gave way to leaking within months. Used wrong paint for the ceiling, allowing mould to grow from within weeks of installation. We have since paid to have a proper company come to start all over again. This was thousands of pounds wasted on B&Q, who clearly didn't give a damn about us as customers. My advice? If you need to buy a few screws or a watering can, go to B&Q - they're cheap. If you want a competent company to come to your home to fit a bathroom or kitchen, don't go near this company. They truly are awful. P.S. Refunds policy - extremely difficult.”

Helpful Report

Posted 2 years ago

“My bathroom project did not go well, the contractor was atrocious: 1. Broke the bath on the last day and just wanted to repair it with fiber glass 2. Broke the loft hatch (we are still waiting for it) 3. Didn't finish plumbing in the radiator 4. Toilet wouldn't flush 5. Never worked from the plan causing constant questions 6. Caused another £100 in heating bills by never closing front door 7. Helped themselves to my microwave and 2nd toilet 8. Window Sill painted so badly it was shocking. Left paint can on wet sill 9. Water bill increase due to having to drain the hot and cold water tanks even after fitting valves 10.Borrowing of cleaning equipment as they didn't have there own. 11.Unprofessionalism by the contractors and complaints department throughout the two weeks they were here”

Helpful Report

Posted 2 years ago

B&Q is rated 2.2 based on 2,602 reviews