B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,575 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,575 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

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

“Poor service, Poor design, poor delivery. Avoid at all costs. 10/10 for stress. Highly recommend shopping elsewhere from my experience.”

Helpful Report

Posted 1 year ago

“Unhappy with the Louth branch visit; I usually pick up paint for jobs there without needing ID to use my trade card that I have had 20 plus. Surprisingly, they insisted on photo ID this time, though I was there just yesterday without the request. If I can't use my trade card easily, I'll consider going back to MKM due to this disappointing service. If the ID policy is consistent, it should apply to all stores at all times; however, I would not be thrilled about carrying ID just to by paint at work everyday. Manager was no help at all needs to train all staff the same. Maybe even train the manager to run the store correct and consistent.”

Helpful Report

Posted 1 year ago

“2 reviews on trust pilot. Another review I ordered goods for delivery 23rd January. The next day they cancelled one of the two items ordered. But you dont get your delivery charge of £6 refunded, even though they cancelled. So I cancelled the 2nd item. I gave been waiting from 26th January to 2nd February for a refund, I have asked for delivery charge refund. They have now told me 3 to 5 working days for refunds. Funny that when I first requested refunds on 26th January. A point to make, if you dont ask for the delivery refunding you dont get it. Nice little earner b&q.”

Helpful Report

Posted 1 year ago

“Worst online service I’ve ever had. don’t order from this company. Avoid 3rd party sellers at all cost. Moderix via B&Q Marketplace. Avoid! Discussing customer service. Don’t waste your money. Don’t waste your time. Shocking shocking service.”

Helpful Report

Posted 1 year ago

“I recently received an email confirming that I could return items at any branch of B&Q. With this information in mind, I decided to take my item to the nearest branch located in Yeading Lane, Hayes. However, upon reaching the customer service desk, I approached a customer service agent named Aarti. Before I could even finish my sentence, Aarti jumped to conclusions and refused to accept the return. Despite my attempts to explain the situation, Aarti displayed rudeness and a lack of customer service skills. To make matters worse, she called over another lady who exhibited the same behavior. Frustrated by this experience, I made up my mind not to use B&Q for any future purchases.”

Helpful Report

Posted 1 year ago

“I have been a customer for over 30 years, I will no longer be a customer after todays experience. I went for a new kitchen light fitting and a number of different light bulbs. I confirmed with staff at the paint department there were no members of staff on at the electrical fittings department, despite going to the order point and ringing for assistance as per the directions and waiting 15 minutes with staff walking past and just ignoring me. There were absolutely no staff with any knowledge of the light fittings / bulbs to assist at Crownhill, Plymouth today 22/1/24. I will use other electrical outlets in the future, it was an absolute disgrace. The review gets a single star as there is no way to give it a minus star”

Helpful Report

Posted 1 year ago

“B&Q Bury all staff great. All helped us pick bathroom for my son Jake was an absolute superstar… He would be an asset to any business. Well done Jake for your service a pleasure to come into store when you’re helped by someone like you 🤩 Thank you”

Helpful Report

Posted 1 year ago

“Ordered a fire and surround. Due to a change of address I asked if the delivery address could be changed and I was told that it was not possible and I should cancel the order. The order was then cancelled, or at least that is what I was told. I went on the chat on Friday to have it confirmed the order was cancelled. The person on the chat rudely cut me off. I phoned and again was told the order was cancelled and the money £810 would be refunded. Tonight I received a message that the order will be delivered tomorrow, to the address I no longer live at. What is going on with your customer service? Appalling and inept.”

Helpful Report

Posted 1 year ago

“I went in today only to get some light bulbs but thought to double check they were the right ones, went over to the lady and before could ask her politly she started to cough continuously in front of me/ my daughter then she went to one side to drink her Lucazade on the shop floor then still coughed but kept her distance from us like we were contagious. she came back no apologies for what has happened. I had asked if they still do a certain light bulb showing her the picture then immediately she said they stopped doing it long time ago but I can see on the shelves they do still have it but I just wanted to double check before I brought it. Anyway as we were leaving, the lady has obviously stopped coughing as WE were not near her. Not very welcoming, & felt abit uncomfatable & racial discrimination. Don't think I will be coming back anytime soon.”

Helpful Report

Posted 1 year ago

“Me and my partner bought a kitchen along with fitting (£7,000) from B&Q (york - monks cross). I have never experience such atrocious customer service in my life. We were passed from 3 different designers, the fitter didn’t measure the space correctly and when it came to actually fitting the kitchen there were so many design flaws that we had to wait over a month to have it completed. A young family left without a working kitchen or even a sink. We then had refunds worth £900 as the design (pull out cupboard, drawers etc) were not practical meaning they would have never worked in the first place, our dream kitchen slowly becoming unachievable. They then had problems with the refund system which was blamed on us (?) and after several emails finally they came to the realisation that it was their system error.. (still dealing with this now - kitchen started in Aug’23) I have come to the conclusion that no one that works there knows what they are doing and would never recommend buying anything from them!!”

Helpful Report

Posted 1 year ago

“The cover of our garden furniture blew away and left the chairs and table exposed to the elements. We bought it in B&Q Athlone and went on spec on 3rd. January 2023 to see if they had a replacement cover. We knew this was a long chance since it was not the season for garden furniture. We met Louise one of your assistants and explained our problem. We were able to give her a description of the item. She looked up her hand held computer and told us there was one somewhere in the store. She got an idea of its location and with the aid of a mobile ladder this wonderful lady spent 20 minutes looking through shelves three levels from the floor. She was successful with the help of another assistant. Louise could have told us that it was not the season for these items and left it at that. However she was determined to help us and i can only say this lady went way and beyond what I was expecting. Well done Louise and well done B&Q.”

Helpful Report

Posted 1 year ago

“I was just served by Donna at the Beckton Store and she went above and beyond to help me get what I needed. Thank you Donna xx”

Helpful Report

Posted 1 year ago

“The website is hopeless, cannot filter so only to get shown what is available at my local store. Keep getting shown what is available to deliver as well, very frustrating, it can't be difficult to put a filter on for 'what can I actually buy today'.”

Helpful Report

Posted 1 year ago

“HAD TO RETURN KITCHEN UNITS JUST PRIOR TO CLOSING TIME AND WAS SERVED BY KIRSTY IN THE ABERDEEN GARTHDEE STORE AND ABOUT THE MOST PLEASANT HELPFUL ASSISTANT I HAVE EVER DEALT WITH NOTHING WAS TO MUCH TROUBLE SHE EVEN BROUGHT THE GOODS TO MY CAR FOR ME .WHAT A PITY THERE WASNT MORE LIKE HER. WOULD HAVE NO HESITATION GOING BACK 10/10.”

Helpful Report

Posted 1 year ago

“Out of 4 items only one arrived after making a phone call that the day delivery never arrived in the first place .I had to spend another half an hour to get someone from customer service on the phone .Then they apologized and adjust the initial order as they did not have all the items in stock any more .Second time around the items didn't arrived on the day they informed me they will deliver .I called again to cancel the order and get a refound of the remaining items .I got delivery returned still waiting for the rest .After canceling I got a message from delivery that they want to deliver I don't know what as the order was cancelled.All together the customer service people were pleasant and respectful but this think does not compensate the very poor service . What I eventually got delivered was an item of a lower value than the delivery itself.Bottom line is that zi got my life so very complicated by ordering online .”

Helpful Report

Posted 1 year ago

“I asked a clearly lazy member of staff to help me find plumbing parts... He was shown a photo of what I wanted, he never spoke then handed me something completely different to what I had shown him.... He is not any use for dealing with the public atall....This was the Garthdee Aberdeen branch and I won't be in a hurry to return...”

Helpful Report

Posted 1 year ago

“The customer service at B&Q is none existent. The response from every call I made was exactly the same, showing that the staff have a script to follow. The complaints form doesn't work, showing that they are really uninterested in any after sales service. I will NEVER shop at this place ever again and would advise that no one does as you will not resolve any issues with them. I personally gave up and stopped the payment via my bank.”

Helpful Report

Posted 1 year ago

“Delivered wrong size toilet seat, with bowl and cistern. We had ordered two full sets. All they need to do is to exchange seats (quickly) but their supplier PJH want the full two sets (seat, cistern and bowl) back, despite one now installed today. Someone from B&Q’s “back office team” is suppose to call back within 4 hours. Yet to receive a call. Clocking up plumbing fees all the time whilst these B&Q jokers casually carry on showing no urgency whatsoever. No logical problem solving for the customer here either. Will be sharing the experience with BBC’s “Rip Off Britain”.”

Helpful Report

Posted 1 year ago

“I wrote a review yesterday but cannot find it to edit. I ordered a kitchen for £9,000 in July. Work started 3 weeks ago was promised it would only take a week. We had it designed for us in store but when it was started we found things we had discussed and asked for were not there. Despite paying £100 for a survey laminate was short of 2 boxes. Items like tiles we had paid for were missing also. My husband paid for two packs. We had asked for a carousel space saving unit under sink and the manager did send tiles,not the ones I paid for but let it go. The workmen came for a few hours the first day then left and this has continued for the 3 weeks without a kitchen or downstairs water. We have our kitchen stuff all over the house and it’s been extremely stressful. One day last week they came for 15 minutes and had to go. Promised it would be finished by last Friday but wasn’t. They came yesterday from 2 till 7.30 to try and finish but we said to go home and come back tomorrow as seemed tired. I noticed the strip edge had been put in for laminate it doesn’t match in any way and looks so cheap and plastic. It really is unacceptable so am ordering it myself as apparently they only stock the one we have got. We had a kitchen from them a few years ago so didn’t expect such service from b&Q. It has caused me extreme stress and anxiety very disappointing am waiting for a call from a manager tomorrow so hope I can get this resolved soon”

Helpful Report

Posted 1 year ago

“Purchased 500.00 pounds worth of kitchen goods. And had a big bulky trolley, we asked if someone could scan it on the tills for us, we were told we have to do it ourselves, although there was 3 members of staff standing doing nothing. Very poor”

Helpful Report

Posted 1 year ago

B&Q is rated 2.2 based on 2,575 reviews