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

“Two problems over last few weeks 1. Stockport Store: Shelves for wood screw and bolts completely empty. When I asked a member of staff, they said - It has been like that for weeks because we are waiting for a new supplier. They then said there had been a mix up with the proposed supplier and could be a few more weeks before we have any screws at all !!. How can a DIY have no scews or bolts at all. Surely they should phase in a new supplier like everbody else. How am supposed to fasten the B&Q wood together? 2. In July I stopped receiving email receipts and money off vouchers. After several phone calls and mails, B&Q help desk said I had opted out of receiving Marketing Info on the Card web site. When I said I hadn't and had checked it about 10 since July, and even got a new card. They said I was wrong and I had opted out. What is going on here. They don't conceive it could be a software error on their part, especially after one help desk person said that a lot of other people had the same problem after the changes to the Data Protection act.”

Helpful Report

Posted 6 years ago

“Bought colours brilliant white gloss low oudor paint, worst product I have ever bought, not fit for purpose, it's about as good as painting with water, painted on top of already glossed skirting woudent have thought I had touched it, You shoudent be selling it.”

Helpful Report

Posted 6 years ago

“Worked started Wednesday 16th May, two days late. We were informed this now necessitated weekend work as the work top survey was booked for the following Monday. The fitter phoned the electrician from site Wednesday AM & informed him the job was starting, the electrician was too busy to attend that week. The fitter spoke to him about B&Q's policy for the electrician to first and second fit. Work commenced and the fitter under took all first and second fit electrics of sockets and under unit lighting with the exception of the cooker circuits which were later connected at the consumer unit by the electrician. I was aware this was not best practice. We had pre arranged guests at the weekend end and were out all day Saturday. When we returned my partner turned on the kitchen light which did not work. She tried the second (two way switch) and got a mild electric shock. We spoke to the fitter immediately, he said it could not be him because if he had drilled a cable the RCD would have tripped ! Did he know the RCD was operational or covered all circuits ? We were left to investigate the fault ourselves. I was unable to find the problem, I sort help from a neighbour and my brother by phone , a qualified. electrician. We had been promised by our fitter the electrician would visit Wednesday or Thursday of the following week, I made safe the live switch and chased B&Q Tuesday or Wednesday to confirm the electricians appointment. After a few calls to B&Q our fitter phoned me, he was clearly quite annoyed I had phoned B&Q and was rude and quite aggressive. I was angered by his call and phoned B&Q to complain. The electrician was now booked for Friday after noon, after some time they found a wall unit mounting had indeed been screwed through the light cable causing the switch to become live. The problem was resolved, the cooker connected & the installation tested and certified. The complaint was dealt with poorly from beginning to "end"”

Helpful Report

Posted 6 years ago

“Hour and a half in store. Proof of purchase (bank statement) not accepted by staff due to data protection laws. Asked to phone head office on my mobile. 3 calls later told they would email in 48 hours and yet they still have not. Product was faulty so statutory rights are not fulfilled.”

Helpful Report

Posted 6 years ago

“Appalling after service after 14 years of kitchen fitting and today we finished fitting a B&Q kitchen. Absolutely junk. This is a company that should be band from selling kitchens. They told us the designer had been finished he was still there today. Cost my coy 2 extra days sorting out his mess.”

Helpful Report

Posted 6 years ago

“Everything but mainly because you use the delivery company DX, it's such a sorry saga and too long to actually go into here but needless to say we had already spent over £1000 on a kitchen and because of all the problems we had, we cut our loses, took out what we had already fitted and have gone elsewhere. We managed to get a refund of about £300 on the unused items we eventually got delivered but have lost about £500 all told. But hey, not all bad news, we got £50 for all our trouble - you couldn't make it up!”

Helpful Report

Posted 6 years ago

“I had a bathroom fitted and from the time we made a booking there were a number of issues. We were told that they would start the job in 6-8 weeks from confirmation, they then booked the job in for 16 weeks later! We had some incorrect items being delivered prior to the fitting, some damaged items and the quality of the work is shoddy - the job is still not complete almost 18 months later. I have lost count of the number of time I have tried to call customer service - messages left AND emails sent, none of which have been followed up by B&Q just now resulting in a bathroom with poorly fitted tiles, an exposed wire from the flooring, a toilet seat that was never installed correctly and has subsequently broken.”

Helpful Report

Posted 6 years ago

“Kitchen being fitted from today. Gutters arrive to inform B and Q are discontinuing fitting and they have not provided a plasterer that has already been paid for. B and Q happy to take the money for fitting but not provide the service. As it is the fitters are looking for a plasterer themselves which is great but I would avoid B and Q providing fitting and supplying a kitchen unless you have your own fitters which is not what they were selling.”

Helpful Report

Posted 6 years ago

“I had a kitchen fitted and from the start had several issues with incorrect items being fitted to the fitting being of really poor quality and falling apar. I rang customer service several times and the response was often of a willingness to help then was never followed up by B&Q just now resulting in a kitchen that has several pieces that have fallen off. They often provide a list of things they will do and then they never phone back and none of my concerns or repairs needed have ever been addressed. Really upsetting.”

Helpful Report

Posted 6 years ago

“try to buy a wc/bathroom lock it now seems that you have to buy complete locking mechanism, what rubbish so now have a door with un nesscessery holes above door lock. purchased a item reduced from £297.00 to £200.00 asked about delivery and was told that you did not deliver reduced item offered to pay for delivery and was told that you still would not deliver. BRING BACK GOOD OLD FOCUS looks like WICKS in future, you really have become a RUBBISH RETILER”

Helpful Report

Posted 6 years ago

“These bellends do not seem to understand the concept of next day delivery. I ordered Monday 1st with next day delivery. I figured it would definitely be here by today (Wednesday 3rd). I have my builders here to do the work so I called B&Q customer support to find my order is only scheduled for delivery on Monday 8th. Now, I am no expert but if you offer next day delivery it should really be the next day and NOT a week later. The customer support was shocking too, no need or desire to make things right. Just a sorry and that is it. Last time I ever buy anything from this horrible company.”

Helpful Report

Posted 6 years ago

“We spent £15,000 on a kitchen that was shoddy from day one. We were overcharged for items by the sales rep, promised things they could not deliver in terms of design When they came to fit the kitchen the workmen were less then considerate with our belongings and damaged our flooring and a few other items we then had hell making a complaint, they compensated us for the damaged items but then the kitchen started to leak, in fact the kitchen leaked on 3 different occasions, the customer service recieved was disgusting when trying to rectify this matter one one occasion we was told that we would have to wait a week to have a severe leak looked into After a whole day of debate they sent someone out to fix the leak but then it took a month to have a replacement unit door sent due to the water damage and now I’m having a nightmare trying to get someone to fit the door They have been rude unhelpful and honestly it has been very distressing dealing with them they have reduced myself and my mother to tears because they hang up the phone or fob you off with promises of call backs that never happen We are supposed to have a 5 year guarantee but just today we was told that our account is closed!!! All in all the service is terrible the kitchen is overpriced, the workmanship is shoddy and trying to sort it out is a nightmare, do not purchase your kitchen from B and Q”

Helpful Report

Posted 6 years ago

“Ordered 9 boxes of tiles and paid for on click and collect we to collect 2 hrs later as I got there got an email to say my order had been refunded and the tiles were not in stock what a waste of 2 hrs terrible service would not recommend to anyone”

Helpful Report

Posted 6 years ago

“I ordered £400+ worth of wardrobe doors and was told I would have to take delivery by ‘Home Furniture Solutions’ (a company I had never heard of) on a specific Monday. I took the Monday off work. A voicemail on my phone revealed that this had been changed to the following Saturday. I cancelled a trip away on the Sat and on the Friday the delivery person texted to say delivery was now on the Sunday. I am the last drop off on the Sunday meaning that my fitter cannot now complete the job on the chosen weekend. B&Q’s delivery service and the way that they subcontract is nothing short of diabolical. Proceed with extreme caution. I’m hoping my delivery comes tomorrow but my faith in B&Q has been irreparably damaged.”

Helpful Report

Posted 6 years ago

“I've have always liked B&Q but did not have a good experience there today. I returned a small tin of their Internal and External Wood Primer and Undercoat as it was UTTER RUBBISH - I put the gloss top coat on and all the undercoat came off in clumps on the paintbrush. They would not give a refund as they stated there was nothing wrong with the paint but rather it was down to me for putting it on over an oil based gloss (they assumed it was anyway). I've used various paints over 25 years and this is literally the worst ever. I followed all the instructions on the tin. The guy then tried to tell me that B&Q paints were better in tests than Dulux. Please avoid this product at all costs as you will regret it and be out of pocket. I left the tin and the receipt at the store in Imperial Park, Bristol, in disgust.”

Helpful Report

Posted 6 years ago

“Advertise delivery within 7 days and when you pay for item it is much later. Phone to complained didn’t feel they demonstrated any sympathy. Just said I’m terms and conditions yet 7 day sis bold and clear. Misleading and not customer focused.”

Helpful Report

Posted 6 years ago

“Just been told at trade counter in Belfast when I reported a faulty Torbeck filling valve, I would need to show an invoice from the plumbing company who fitted it. He informed me allow they sell as DIY the products must be fitted by professionals defore they would cover it under warranty.”

Helpful Report

Posted 6 years ago

“We had a kitchen order and 11 items were missing or damaged. The slow redelivery meant that our project has been delayed and our fitter has to be paid extra money for staying/returning extra days. The stress and time spent on the phone talking to b and q is taking its toll. Even the replacement goods are damaged and their replacements are delayed because they have to do a quality check ! The case manager has shockingly bad customer services said ‘from my perspective I have to do this & this..’ and I said ‘from my perspective, you have put my project back weeks if each delivery for a replacement takes 1.5 weeks!’ I will be submitting a complaint.”

Helpful Report

Posted 6 years ago

“Customer service is terrible. I've just been to purchase something and the man I spoke to couldn't find what I wanted so he asked 2 other people who just shrugged their shoulders and walked off and the man said even though it says there should be 5 in stock nobody knew where they were so he said sorry and just walked off leaving me standing there. He never tried to show me an alternative to buy so I walked out and went to screwfix instead”

Helpful Report

Posted 6 years ago

“I purchased a new kitchen to fit myself including stainless steel sink and taps only to find that after a few months the sink was badly stained. I contacted B&Q who asked for pictures to send to their quality control team and after a couple of weeks the reply was that they wouldn't do anything as nobody else had reported this problem before me and that various cleaning chemicals had been used. Really - we'd been cleaning the sink! The ultra thin, poor quality material used to make this sink is disappointing and the "15 year warranty" advertised is obviously some kind of a joke. Do yourself a favour and avoid B&Q. Go to a proper kitchen supplier.”

Helpful Report

Posted 6 years ago

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