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

“In September 2021 I ordered a Neff combi oven from B&Q with a delivery date for October to be fitted in January 2022 when I had my kitchen renewed. Before the initial delivery date I was informed that the item was not in stock and to contact to rearrange delivery for the following month when they would have stock. I was then told the item was not in stock for the following delivery and to arrange as before... in fact this happened every month until I eventually received the item in March 2022. Obviously by this point the kitchen had been fitted without the appliance so had to rearrange the kitchen fitter and electrician to revisit and install the item at a further £100 cost. The customer service team admitted that I was entitled to a 'gesture of good will' for the service I received which resulted in monthly telephone calls, 2 months without the appliance I needed and a cost of £100. I awaited the offer to have an attempt to be palmed off with £100 of B&Q gift vouchers. Have a think about that they expect me to accept a 'gesture of good will' which involves me spending the money I am out of pocket through their poor service in their store which they will earn profit off meaning it isn't even worth £100. We are talking about a large nationwide company who are forecast for a pre-tax profit at years end of up to £950 million who cannot possibly offer a small cash refund for poor service that has left a customer out of pocket. While renovating my house I have had to deal with a few large companies and refunds/complaints. Tile mountain offered a cash refund instantly for broken tiles, Oak Furniture Land offered a cash refund for a mistake in delivery meaning I didn't receive the complete order, and Wickes offered a refund on delivery when delivering the wrong item. I have also had nothing but positive interactions with Screwfix when replacing or refunding items I have bought. Bottom line choose any other company, some mentioned above, when buying items for your house.”

Helpful Report

Posted 3 years ago

“Bought an item on line that was showing as available to collect in store in an hour, it was a washing machine so an expensive item. They called after I paid to tell me it wasnt actually available but will now take 5 days for a refund so I cant go an purchase another, ver misleading way to take my money and hold it for 5 days and waste my time. Dont Buy from here.”

Helpful Report

Posted 3 years ago

“Very very poor customer service at Tottenham Hale branch, N17 London. Staff standing around chatting to each other, when customers come up to ask for help, often dismiss by saying' we don't have it in store' without checking. Time for new manager at this store who can recruit the staff that want to work, and do the job they are paid to do. Leave the job if you don't want to work. Many others are looking for jobs- lazy staff!”

Helpful Report

Posted 3 years ago

“Originally bought our B&Q kitchen last June 2021. Because of Covid etc etc blah blah installation date was Novembet 21. A kitchen fitter left and they gave been using that excuse for not installing it for months. Meanwhile all of it is being stored in the garage. Now they are giving us a date of 23rd May....6 months after November. To say were not pleased is a massive understatement.”

Helpful Report

Posted 3 years ago

“Do not buy a kitchen they are totally useless, they have no customer skills trying to get a refund it’s a joke they have sold me a kitchen that’s font fit appliances”

Helpful Report

Posted 3 years ago

“Purchased an item and paid for delivery. We were given a delivery date for which I took a day off work unpaid but were told on the evening before it wasn’t coming! On the delivery date the vehicle arrived anyway without the stock and the crew hadn’t been told they had not got it. Got another delivery date after many phone calls and again waited in all day and to no surprise no delivery again!!!!! Really awful service, Never again !!!”

Helpful Report

Posted 3 years ago

“f there was an option to leave zero stars, that is what I would leave. We paid almost £5k for a kitchen and trying to arrange uplifts for damaged items, incorrect items and wrongly delivered items has been so stressful and challenging. 6 weeks on, we are still stuck with an oven which was incorrectly sized. Get your kitchen somewhere else - once you have paid, you cease to become important!”

Helpful Report

Posted 3 years ago

“Ordered the kitchen with 6 months advance, didn't get yet my delivery as promised for 18th February, my team started kitchen already and waiting now for delivery, everything had to be moved as delay, and I don't know if I get all parts after reading all those reviews. Customer service dreadful, everyone provide different information, no understanding for stressful situation, no emphaty at all. Manager has no idea about Customer service level, can't even properly write an email. The worse experience ever. I don't know even how that company survive on a market with such a many errors 😑”

Helpful Report

Posted 3 years ago

“Whilst I can purchase a new shower head, pole and other shower related items without actually buying the shower, I can't purchase the shower without all those other related items. . Why is this and why would I want spend £100 or more on numerous items when I only needed the one. You lost a sale there B+Q. I managed to get the one item I needed elsewhere for £40.”

Helpful Report

Posted 3 years ago

“Save your money and shop elsewhere. I’ve waited over a month for two radiators which I was told would have been here on two different occasions I’m still waiting for them. Appalling service”

Helpful Report

Posted 3 years ago

“Request to every one with gold hands don't buy anything from b&q I spend nearly 10000 for kitchen and bathroom every day find new problem no peace from last 3 months Never buy again from b&q”

Helpful Report

Posted 3 years ago

“We recently had a new kitchen installed and to be honest it has been the worst experience from start to finish. Apparently the installer was their best fitter in the south. Wow I would hate to think what others have suffered. It started with the wrong plan being used then half of the parts were missing. The cupboards are not all level, the doors now are not straight. The kick board underneath the cupboards has a half inch gap all the way along on the top so you don't see it - I only found out when I had to lay on the floor to find something. The list of jobs to do to correct the mistakes is rediculous - we received £250 compensation when I found 6 jobs to do. I'm not a builder but with a lot if time off sick I've now counted 14 different areas to fix. So many short cuts taken by their best fitter need redoing. I recently had an electrician fix extra lighting and he was appalled by the quality of the electrical work completed by the b&q fitter. He also commented that the plinth directly below the main 3m length of cupboards is not level either. He could see the work completed overall was not of a good quality. Well it looks like I have a few weeks of work to fix the kitchen which is appalling since we paid £10,700 - surprising that I will not be recommending your company to anyone else”

Helpful Report

Posted 3 years ago

“I feel ashamed that I have to give it 1 star it should be -10 i do don't think they have any staff there my order was cancelled with no explanation and when I emailed why I i get a no response, the phone is Joke they might as well have Don't f@#£#£# bother contacting Us!!! on their website”

Helpful Report

Posted 3 years ago

“Absolutely dreadful customer service on the phone and in branch. Trying to acquire a few pence worth of missing fixings from their own brand cooke and Lewis range. Simply as unhelpful as it's possible to be. Will be boycotting them as much as possible.”

Helpful Report

Posted 3 years ago

“Christmas tree didnt get delivered although I paid extra for Saturday delivery, also it didn't turn up on Sunday. Rang head office with complaint and they directed me to the store in question (Beckton) when I rand they were not answering their phones and the answer machine just switches off ! Waited for a text and explanation but B + Q didn't bother telling me that the tree wasn't coming. Monday came so I rang head office where christopher got in touch internally with the Beckton branch to be told that they ran out of trees! still don't see why they couldn't contact me as my kids sat there all day waiting to decorate the tree, also I took a day off work to receive the tree, B+Q managed to waste our weekend and didn't bother letting us know. J Richardson”

Helpful Report

Posted 3 years ago

“Bought a xmas tree online from B and Q, delivery was for Saturday 11th, it didn't turn up despite I payed extra for Saturday delivery. On top of that we didn't receive a text message about when it would arrive ? Customer service didn't answer the phone despite we rang at the right times! Website directed us to complaints page but was set up so you could send the complaint. All and all B and Q couldn't of offered a worse experiance , will never shop their again. Save yourself the agro and don't bother with them.”

Helpful Report

Posted 3 years ago

“I bought a kitchen from B&Q they have ordered two doors wrong and they cannot sort it out it has taken over 2 months now I have complain to the complaints department and they still not sort it out this is very bad on B&Q the complaint department tells you nothing but lies and say to you they will sort it but never do I am still waiting for the two doors and nobody wants to phone me about it it looks to me that I will have to go down to one of the stores and changed myself up to a railing they might sort it out then or they will tell me another pack of lies let's see if they do anything”

Helpful Report

Posted 3 years ago

“I was in the Roneo Corner store today and the details are : 05/12/2021 15:37 1181 001 Made my purchases and went to this till. Considering we are coming up to Christmas and a happy face at the till is always nice when facing a customer and a quick chat even, time allowing. I suggest that management send this young person back to the charm school and ask for a refund and possibly sue them as they failed to implant any emotion into her tiny brain. It was if she didn't want to be there. I myself would never employ anyone like her in a face-to-face scenario What a miserable child”

Helpful Report

Posted 3 years ago

“Hedge trimmer, I thought it was brand new, only to find when I opened the box it had obviously been used. Not good, because this depreciates the shelf life and the product. I don't know how long it was used and who used it!”

Helpful Report

Posted 3 years ago

“Apologies if you have 2 reviews made by myself. I had some network issues when I tried to submit. My husband and I are always in the B&Q store at Oldham. Each time we go unfortunately we always happened to walk by or have to deal with a young girl called Megan, quite short, blonde hair. She has the most foul mouth I have ever heard and is totally unprofessional. We’ve no idea how she’s still working there to be quite honest as this isn’t just one occasion. Every time we shop here Megan seems to be working and is always being rude and speaking filth infront of my grandchildren. I just think there’s a time and a place and for her behaviour to go on this long unnoticed is hard to believe. I don’t normally give such negative feedback but it’s gotten to the point where we would rather shop elsewhere or another B&Q and somewhere else because of this.”

Helpful Report

Posted 3 years ago

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