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

“I went to the slough store today and bought a product, took it home and it was cracked and missing fixture and fittings. Had to take it back and was offered £10! I was then asked if I regularly go round stores trying to get money back! Shocking customer service.”

Helpful Report

Posted 6 years ago

“Went to the Slough store - I took the product home and it was cracked and missing fixture and fittings, took it back to store and was offered £10!! And was asked if I regularly go round stores asking for money off - shocking!”

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Posted 6 years ago

“I cant believe I spent over 2 hours picking an order for guttering all the joints, ends , clips angles, downpipe and lengths of drain. I was recently phoned (its MEANT to be online!!??) telling me part of the order wasnt in stock (this is over and above the parts that online last night told me were not in stock ) and have such been canceled. This is 2 hours before scheduled delivery! as I was text with couriers ETA! much earlier! I find this DIABOLICAL the items that are cancelled are the lengths of the drain pipe! BUT YOU SEE FIT TO STILL DELIVER THE CLIPS ETC? I have tried cancelling the rest of order on a 30 minute phone call and as widely expected got nowhere No wonder your company is gong down the pan! We need to ask customers to confirm their address, before we access the order. This is due to data protection. I can see you have already spoken with our Customer Service team today, and they've escalated your complaint under the reference: 8001756394. The relevant team will be in touch with you, to have this resolved. Thanks. Kelli ol HOW WASNT IT RESOLVED EARLIER ? WHY AM i NOW FORCED TO WAIT IN FOR AN ORDER ONLY TO REFUSE IT? As the order is out for delivery today, it's too far gone in the delivery process to cancel. Once refused, a refund can be processed. This has been passed over to our support team, to action this and contact you. Kelli SO HOW COME IT IS NOT TO LATE FOR b&Q TO CANCEL PART OF ORDER WHILE ITS OUT FOR DELIVERY? Brian. As advised, this delivery is currently out with Parcelforce. Kelli YES PARCEL FORCE TOLD ME THIS FIRST THING THEY NOR B&Q TOLD ME THAT THE VITAL PARTS OF ORDER WERE CANCELLED AND YOU STILL PLAN TO DELIVER FITTINGS BUT BOT THE ITEMS NEEDING FITTINGS!!! CRAZY IN THE EXTREME!”

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Posted 6 years ago

“I am concerned about the increasing use of artificial grass on the environment. The rapidly disappearing green spaces in the UK are damaging wildlife and the huge amount of plastic used will be with us for thousands of years !!!!”

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Posted 6 years ago

“B&Q Kitchens are the worst company that I have ever had the misfortune to come across! My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family, friendly & trustworthy company to purchase & install their new kitchen. How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE! A VERY brief summary of the issues are - 1. Being messed around for 3 months about an installation start date 2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times) 3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc) 4. Incorrect finish wrong worktops being installed & then replaced 5. Unacceptable amount of snagging items that did not get addressed 6. None existent aftercare Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened We then issued a complaint to the Furniture Ombudsman in 2018. Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement). Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right! Avoid B&Q like the plague!!!”

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Posted 6 years ago

“B&Q are the worst company that I have ever had the misfortune to work with! My parents who are both elderly & unwell have been subjected to a 2 year nightmare that includes us having to take them to the Furniture Ombudsman, winning the case in late 2018 & we still have not got the matter resolved in April 2019. Avoid B&Q like the plague!!!”

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Posted 6 years ago

“Customer Service and delivery service shocking. I ordered some items for delivery to avoid having to take the kids to the shop. Mistake. Two delivery dates and a week later and still not recieved the items. Due for ‘next day’ delivery.”

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Posted 7 years ago

“I have ordered paving slab for our garden and when they delivered the slabs it was completely different slab from what I've chosen and ordered. So because of the shortage of time from the builder we had to put those ugly slabs on. I don't like the one they delivered at all. Very very disappointed.”

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Posted 7 years ago

“I ordered 5 packs of decking on-line as I promised the mother-in-law I would make her some planters. Delivery day came and I only received 3 packs. The courier advised that they had only received 3 packs from supplier. I called B&Q and was told the remaining 2 packs would be with me a week later. Based on that, I made two of the four planters and decided I would make the other two when the balance arrived the following week. One week later, nothing arrived, so I called B&Q again and was told it was now out of stock. I had to end up cancelling the order. Furthermore, I now have to take the two planters i had made and change the wood I had used as I cant have 2 planters made from one type and 2 made from another. Cheers B&Q! Complete waste of time.”

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Posted 7 years ago

“Ordered £1700 of garden fencing and posts. I was informed 24 hours before delivery that half of the order was unavailable despite receiving a delivery confirmation. I had to delay the builder and try to source replacements. The final part of the order did not turn up on time with no communication causing my partner a wasted afternoon. Poor service, poor communication and the reply to my complaint lacked sincerity. I will not use B&Q again.”

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Posted 7 years ago

“Please do not buy plants from B&Q Please do not buy plants from B&Q Having purchased 2 decorative outdoor fern trees at a cost of £170 I was astonished when they both died after 6 months I contacted B&Q who basically did not want to know saying that their plants are only guaranteed for 3 months They refused to discuss the situation or have any empathy at all (very poor customer service) The trees were planted correctly as instructed by the attached instructions again using B&Q soil products These items were purchased at the culver house cross store in Cardiff So be warned DO NOT buy plants at B&Q use a reputable company who are not just after your money A very unhappy ex B&Q customer”

Helpful Report

Posted 7 years ago

“Please do not buy plants from B&Q Please do not buy plants from B&Q Having purchased 2 decorative outdoor fern trees at a cost of £170 I was astonished when they both died after 6 months I contacted B&Q who basically did not want to know saying that their plants are only guaranteed for 3 months They refused to discuss the situation or have any empathy at all (very poor customer service) The trees were planted correctly as instructed by the attached instructions again using B&Q soil products These items were purchased at the culver house cross store in Cardiff So be warned DO NOT buy plants at B&Q use a reputable company who are not just after your money A very unhappy ex B&Q customer”

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Posted 7 years ago

“Bought a focal point gas fire from halesowen store after ordering it on line. When i arrived at store to collect was not available knew nothing about it cme down from stores very dirty been in stock long time. Accepted it arranged a gas fitter to fit fire found a coal was missing . As per instructions got in touch with manufacturer who supplied parts quickly fitter came back was unable to assemble fire wrong coal basket got on to supplier again sent out new basket. Got in touch with head office via e mail they responded immediately saying halesowen would be in touch within 48 hours. 10 days have passed with no response perhaps halesowen is store bieng shut down? After dealing happily with b and q for many years the curtailing of oap discount wednesdays and poor response am now deciding to shop elsewhere”

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Posted 7 years ago

“B & Q store in Stratford upon Avon sold me a large garden storage unit knowing it may have been missing a part. I was told that if it was there was no problem as they would order me the part immediately. I was told other people had had the same problem. On opening the part was missing so I phoned the store & was told there was nothing they could do.Apparently I had to phone the manufacturer. So B & Q are selling faulty goods to people & then telling them they have to sort the problem themselves. I will be returning the item plus wrapping to the store this morning. A completely wasted Sunday !!”

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Posted 7 years ago

“Fitting two B&Q kitchens for customers, both jobs needed extra parts as not enough sent in the first place. One item is one lenght of plinth, 2 weeks delivery this is a joke, same with one lenght of worktop required. No wonder I try not to fit your kitchens in the first place only done these two as a favour.”

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Posted 7 years ago

“Morons ,absolute morons , ☹🙁😤😱😡🤬😠”

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Posted 7 years ago

“Wont be back to B&Q purchased paint £46 on click and collect drove 25miles to kirkcaldy store to get it, only to be told they are out off stock drove back home and phoned customer service to complain, they said they would sent a pot of paint out to me as compensation then changed there mind as it wasnt available for home delivery so said they would get kirkcaldy store to phone me back within 48 hours they didnt call.After 3 days back to customer service who put me on hold to telephone kirkcaldy who agreed to refund fuel cost at 35p per mile and would call me for details later they didnt call.Next day back to customer service who put an e-mail through to kirkcaldy store to contact me urgently they did the next day with an e-mail saying sorry but we have an hour to text you to say the items you purchased are out of stock and to update there system shame on you B&Q”

Helpful Report

Posted 7 years ago

“This store is a complete nightmare. Do not under any circumstances buy anything from B & Q!! It is no wonder there is an article in today's press that the firm is going down the toilet and as far as I am concerned it is well deserved. Bought some Grey Charcoal Effect Luxury click flooring at £53.20 per box which is not fit for purpose. Several other reviews have had the same problem as us. After a few weeks the product starting splitting and became a dangerous trip hazard. Been in contact with B & Q who sent an "independent" insurance company to look at the floor whom they were paying to wriggle out of their obligation on a product that was clearly faulty. We have written to the Chief Executive of B & Q over two weeks ago and have not had the courtesy of a reply. Phoned them today and they refused to speak to us because THEY have made an error and put our son's name on the computer and he has not lived with us for TEN YEARS!! He had nothing to do with the flooring. It is our house, we paid the bill for the click flooring etc etc. He lives in Oxfordshire!! I just hope that the press are proved right. Folks vote with you feet and never go near B & Q again. We have already managed to persuade some friends to cancel their large order for a B & Q kitchen and we will keep on spreading the word.”

Helpful Report

Posted 7 years ago

“Placed a Click & Collect order for a couple of items to save me time in the store. Arrived and unable to see where to collect. Asked a B&Q guy who made no attempt to engage with me but he finally wandered to a cupboard, I gave him my paperwork which he the read over and over again. He was unable to find my order until I suggested that it might be in R ( first letter of my surname) alphabetically marked box. He looked and then kept looking elsewhere. In desperation, I took the R box off the shelf and the only package in it was my order ! Whole C&C process was a waste of time.... would have been quicker to go in store and get what I needed myself”

Helpful Report

Posted 7 years ago

“We ordered a log burner was advised delivery would be on the Friday waited all day nothing no call text or email. Called them Friday evening guy on the phone was totally useless eventually said he would escalate it and we would get a call Saturday. Guess what no call so we called them Monday still didn’t get anywhere after an hour on the phone they said oh we can deliver Thursday advised this wasn’t convenient as we can’t keep taking time off for it not to arrive their answer well we can’t get it to you sooner so we will escalate again. Will never buy from them again their service is so bad. And we still do not have the item.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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