B&Q Reviews

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

2.2 Rating 2,592 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,592 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

“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

“DO NOT BUY ANYTHING FROM B&Q ON LINE, I RECIEVED FOUR CHAIRS THAT WERE ONLY FIT FOR THE RUBBISH, ABSOLUTELY DISGUSTING, SEE PICTURES, I REPORTED IT TO B&Q ON THE 5TH DECEMBER, THE CHAIRS WERE COLLECTED ON THE 23RD DECEMBER AFTER NUMEROUS EMAILS AND PHONE CALLS, I AM STILL WAITING FOR MY REFUND, ABSOLUTELY DISGUSTING CUSTOMER SERVICE, DO NOT CARE, SHOUT DOWN THE PHONE AT YOU, HATE THEM, WILL NEVER EVER BUT ANYTHING FROM B&Q”

Helpful Report

Posted 2 years ago

“Purchased from there website , worst marketplace experience , item sold by verified seller on there site who hasnt delivered and b&q can’t do anything about it or get involved in getting a refund ..purchase from other marketplaces that actually step in to help when things go wrong”

Helpful Report

Posted 2 years ago

“Appalling fact that b&q only allows you to use gift cards for non verified shipped products online. Their third party approved vendors don't make this information available at the time of purchasing non refundable gift cards. You are only expected to use it on b&q products which massively reduces the range for items like electricals etc. Clear ripoff so stay away. Useless customer service.”

Helpful Report

Posted 2 years ago

“I have been trying to enter the diy.com web site forcover a week. Between Christmas and new year a massage referring to their techies working on the site was displayed. I left it until this week to try again with the same outcome. Last year around August September I has the same experience. I hadn't tried in between times so it leads me to think that diy.com techie team works very slowly or they've abandoned their site.”

Helpful Report

Posted 2 years ago

“Exchanged a Christmas reward voucher for £350 B&Q gift card as they had the best power tools based on reviews, pricing and availabfor my specific needs. Went into a branch to confirm that gift cards can be used online before making the decision. Exitedly placed an order only to be told that gift cards cannot be redeemed with 'verified sellers' but there are other things you can buy. Over 80% of power tools unavailable with gift cards. DO NOT WASTE YOUR MONEY ON B&Q gift cards as they are deceiving with the exclusion hidden in the fine print T's & C's”

Helpful Report

Posted 2 years ago

“Quite literally the worst customer experience I have ever received. Clearly do not care whatsoever about the customer or in investing in actual technology that works- giving them inaccurate stock information. Honestly its an absolute shambles and if I worked here I would be ashamed”

Helpful Report

Posted 2 years ago

“Is B&Q capable of getting anything right!!! DIY kitchen - bits missing, surplus bits (paid for) costing lots extra in wasted time. Panels scratched. Taking for ever to get the correct bits delivered. Today they collected an end panel which was too small, and have sent (also today) another panel, identical, and too small. Do they actually train their staff? Do they have any quality control? It's now the 23rd December, I we are unable to complete the kitchen in time for Christmas. Thank you B&Q for completely ruining our Christmas, with your utter incompetence. You will be getting a large invoice for the extra time and inconvenience caused. And if you don't compensate - see you in court!”

Helpful Report

Posted 2 years ago

B&Q is rated 2.2 based on 2,592 reviews