B&Q Reviews

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

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 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

“A complete kitchen was delivered on time, but the problems developed from then. The integrated fridge freezer was packaged incorrectly; the item inside was not as described on the outside, which meant the doors were wrong. Then I was sold another pair of incorrect doors. In the meantime the installer was laid off, incurring daily costs for me. Perhaps worst of all is the lack of acknowledgement from the General Manager at Cheltenham. This indicates a contemptuous attitude to customers. In conclusion, I would recommend that if you are considering a new kitchen or bathroom, put the whole project in the hands of independent professionals from start to finish and avoid the false economy of dealing with B&Q.”

Helpful Report

Posted 6 years ago

“Fitted our kitchen, list of problems endless. Utter farce. I wish I could rate it 0 stars.”

Helpful Report

Posted 6 years ago

“I ordered a fireplace on 13th Feb with 7 day delivery. Never arrived & was never contacted to say it wouldnt be arriving. Had to CHASE B&Q to find out where it was, was told it would arrive by 8th March. Have chased AGAIN due to it not arriving for the second time and now told it will arrive by 19th March. £460 spent, middle of winter, no heating in living room. I ordered from B&Q because its a well known company - the worst customer service I have ever had!”

Helpful Report

Posted 6 years ago

“Had many dealings ( most bad ) with this appalling company , placed order , no contact , tried again , told to do it via different route , no opologie , ( as usual ) will deff not use again , no wonder they are going down the pan , sooner the better .”

Helpful Report

Posted 6 years ago

“Bought 750ml can of Clours primer and Undercoat...what a useless can of chemical soup. It didn't even smell anything like paint and had very poor covering: it took 3 coats to achieve the same cover as their previous own brand - Diall? - and it cost £12. Rubbish & a waste of time; go to a proper paint shop for proper paint.”

Helpful Report

Posted 6 years ago

“Do not visit. After sales service is terrible, tried to return my faulty product and took 2 months to eventually get my money back after fighting for the whole time. joke.”

Helpful Report

Posted 6 years ago

“Do not visit B&Q, after sales service is terrible, tried to take my faulty product back and once i eventually got someone to deal with my complaint effectively. After fighting my case eventually got my money back.”

Helpful Report

Posted 6 years ago

“only problem B&Q have is there are far to many competitors around for them to do well.”

Helpful Report

Posted 6 years ago

“Only ordered a tin of paint & some brushes for home delivery & they couldn’t deliver! Advised to collect. Er if I could I wouldn’t be having delivery. Twitter & Complaints team difficult and unhelpful. Upon request of a refund they offered a CHEQUE”

Helpful Report

Posted 6 years ago

“Run away, quicker! Bathroom fitted, problems with the products and fittings started almost immediately and they will not answer any of my emails. This is the second time I’ve tried to leave this negative review as it won’t let me. Wonder why?”

Helpful Report

Posted 6 years ago

“I ordered kitchen cupboards and most importantly the pull out pantry for over £300. It was not delivered. After soeaking to customer services i was advised a date. Delivery is to an empty house. Never arrived. Have sent numerous emails to customer service. Eventually got a call from someone who "had onky 3 minutes left on his shift" would call next day. Got promised call next day to be told it had been delivered. Where when to whom at any empty locked house? Was told the complaint woyld be dealt in stages. Ie call me. Call whoever. Call me. Call whoever. Each day. So not sure when i will reach a conclusion. Not good.”

Helpful Report

Posted 6 years ago

“I have noticed that the B&Q here in the Isle of Man has started replacing a lot of fixtures and fittings with their “Dial” range. Please note that this week 5 ‘Dial’ rawlbolt style anchor bolts have snapped on me. B&Q? Why? Why have you done this? It seems the metal is so soft and keeps snapping or warping. As for the wood, in my opinion, around 70% of the wood I pick up is so badly warped! I used to love B&Q products but they keep breaking in me :(”

Helpful Report

Posted 6 years ago

“Ordered a bath and picked a day for delivery. All good until the delivery day. Not given a two hour time slot the night before so phoned for a time slot to be told I would find out first thing In The morning. So waited while morning still no contact so I called again only to be told they would call me backI. so I called again 2 hours later. I was then told the courier would call me back and they can’t give me a 2 hour time slot as it’s it’s bnq delivery. Says it is on email confirming the payment. Still heard nothing from driver. When it did turn up. The delivery driver dumped it at the bottom of the massive empty drive. I park 2 lwb vans on it with 2 cars. Saying his trolly is broken then drives away. My partner was here with our 2 year old. What was we supposed to do with the bath. So I called customer services only to be told if the driver doesn’t think it’s safe to deliver to the house it will be left kerb side. Apparently it’s in the small print. So they stick to the rules that suit them. And ignore the ones that don’t. And to top it all off I found same bath £120 cheaper. Right kick in the nuts. Shocking customer service and shocking delivery from such a big company. I won’t ever spend a penny in bnq again.”

Helpful Report

Posted 6 years ago

“If it were possible to give "no stars", I would. My parents had an absolutely appalling experience with B&Q's (now disbanded) HomeFit service. They ordered a new kitchen in March 2018. Installation started in August. The kitchen was so badly fitted that the whole thing had to be ripped out and started again. The kitchen was finally completed in November, but there are still outstanding issues. As of yet, the project is yet to be officially signed off. They have not been provided with gas or electricity safety certificates for the work that was done. Customer care has been virtually none existent. No one appears to have shown any sense of responsibility for what has happened. No one showed any sense of pride in the workmanship and as of yet they have received no compensation. They basically had to manage the whole project themselves. The whole experience has taken a massive toll on their health and wellbeing (they are both retired senior citizens). In total they spent TWENTY days waiting in for packages to arrive (sometimes not even for them) or for workmen who didn't turn up as promised. They spent 9 weeks without full use of a kitchen. I am sick to the stomach that a company as well known and trusted can show such contempt towards their paying customers. AVOID AT ALL COSTS!”

Helpful Report

Posted 6 years ago

“B&Q fitted a bathroom at the cost of £6000,with a five year guarantee. It has leaked twice into the kitchen. The second leak caused the collapse of the kitchen ceiling. Have tried to make a claim on my five year guarantee but they continue to ignore me.”

Helpful Report

Posted 6 years ago

“never order from here again this place take order and payment when there is no stock of the item u need then expect the customer to call and find out to reorder elsewhere asked for a refund that can’t be done you are just lucky you are a big company wasting a lot of customer time”

Helpful Report

Posted 6 years ago

“Staff member was shocking with her knowledge was absolutely no use what so ever .”

Helpful Report

Posted 6 years ago

“I called Hitachi to cancel my kitchen 3 days after purchase in October, also called b&q to cancel the deliverys...all items came in three separate deliverys. All three did not leave the van( returned all back like the customer service worker said for me to on the phone), however somehow this has not been logged into there system that one of them has been delivered (which didnt!) So what has happened to these items? Whoever sent it back didn't not do there job, Hitachi has took money from me thinking the loan is still active and b&q hasn't confirmed them??? Absolutely shocking that nothing has been recored or tracked. Been on the phone to Hitachi saying why they took money from when I specifically cancelled it and they said that b&q hasn't contacted them with the refund???”

Helpful Report

Posted 6 years ago

“Bought a borello floor lamp from B&Q, one of glass cubes broke so I have contacted customer services to get a replacement. They signposted me to a supplier who Informs me he has nothing to do with B&Q ! I have had numerous email exchanges with Customer services who simply unable to provide me with contact details of the manufacture because they are 'overseas". I am going round in circles here.”

Helpful Report

Posted 6 years ago

“Do not buy Cooke and Lewis electrical appliances. I purchased a double built under oven, so far have had oven replaced due to electrical fault, 2nd oven now having same problem. Cooke and Lewis have no record of installation of 2nd oven and are telling me they will guarantee it from the date of 1st oven installation which would have been nearly 3 years old. 2nd oven has intermittent fault where it switches itself off when cooking, both bulbs in bottom oven have blown and the grilling element in too oven had just blown. As they have no record of 2nd oven installation they claim it is out of guarantee. They state as original oven was installed under 3 years ago the spares can be supplied free if charge, however they insist they must fit them at a cost of £100. I have now lodged a formal complaint but judging by past contact with them I am not expecting to resolve this anytime soon. When purchasing my new kitchen I had never heard of Cooke and Lewis appliances, the B&Q team told me they were good quality products which they had very few complaints on the efficiency of the products. Unfortunately to my dismay I have discovered the appliances are really of poor quality. I am now facing having to replace my oven after only 2 and a half years use! Don't be tempted to waste money in Cooke and Lewis!”

Helpful Report

Posted 6 years ago

B&Q is rated 2.2 based on 2,595 reviews