B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

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

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

“We ordered a kitchen from B&Q . Base units only available and upper cabinets, doors etc due on 20th September- over a month later. Received a text the day before delivery stating no delivery now until 26th September. They’ve delivered 2 kitchen unit doors on 10th September and one door arrived by courier today! Really upset and would not have ordered from B&Q if I’d known. They really need to sort the production and delivery as there seems something is fundamentally wrong with the process”

Helpful Report

Posted 7 years ago

“Ordered a kitchen in June for a September delivery, giving B&Q 3 months to get themselves organised. We were also offered 0% interest so we decided to split the costs over 3 years. Roll on September, the B&Q truck arrived only to discover the worktops had been crossed off the order. Unbelievable! B&Q didnt even bother to inform us the solid worktops we purchased had been discontinued. No, instead they thought it would be a nice surprise to allowed us to rip out our old kitchen and deliver the new kitchen minus the worktops. Bet yet they still delivered the Zenith worktop fitting kits and under-mount sink! Anyhow, after several calls to B&Q customer services we were told the internal curved worktop section had been discontinued and we'd need to chose an alternative worktop. As we wanted a solid worktop we refused the laminate alternative they were desperately pushing on us. B&Q were now telling us we couldn't have the solid worktop and the next best option was natural stone. The natural stone worktops were roughly £2k more than the Zenith stuff and as its made to measure it would take weeks to order/deliver. B&Q basically left us in a situation where we had no usable kitchen and were offering no alternatives other than a refund. B&Q customer services instructed us to go back to our local store and speak with the deputy manager. We did as they asked only to be told over and over it wasn't the stores fault and there's nothing he could do other than refund the finance firm for the worktops. Eventually he promised a call back later that day and come up with a solution. Surely enough we got the call and surprisingly they'd now managed to source the missing worktop! It had been ordered on an express delivery to arrive in 5 days. So we apologised to the joiner and rescheduled him for the day after the expected delivery. Roll on another 4 days and we took a call from B&Q informing us the worktops weren't coming tomorrow, instead they would be delivered the following month (29 days later than promised). After many more heated telephone calls we eventually got through to the local store manager who provided us with some 'free' temporary laminate worktops until the solid worktop is supposedly delivered next month. Time will tell. Also, we discovered B&Q are the only suppliers of Zenith factory cut curved worktops. You can of course cut/curve them yourself but you require an expensive jig template and its not something i'd like to tackle despite fitting several DIY kitchens. Not impressed with the way B&Q handled this. A simple call to inform us the worktops werent available and we would have held off pulling out our old kitchen and the whole situation could have been avoided. The 'not our fault' attitude that followed from B&Q was the icing on the cake. Will not be using B&Q for kitchens or bathrooms unless they're available to take from store.”

Helpful Report

Posted 7 years ago

“Bought Cooke and Lewis equinox shower from them. 2 year on thing can not supply any spare parts, and do not know off any company that wil. They still stock shower so I will need to buy complete shower again.”

Helpful Report

Posted 7 years ago

“Same old b & q old price paid 4 months ago now advertised as New low price, giving the impression the price has come down when it is exactly the same old price.”

Helpful Report

Posted 7 years ago

“Have spent over £1000 on a part order for a kitchen, the first part was delivered okay but the second delivery has become a farce. They use a courier company called DX couriers and they absolutely lie through their teeth. Have been promised FOUR different delivery dates and still no delivery. The kitchen fitting has come to a standstill and the inconvenience and loss of pay because I have to keep waiting in for the deliveries that don't show up is outrageous. We have decided to cut our loses and go to another company as we still have half the kitchen to complete. It means that we will lose the majority of the money we have paid but cannot cope with this anymore. B and Q, you really need to rethink your choice of couriers and listen to your customers because I will never use you again and make sure I tell anyone and everyone not to trust you either.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,618 reviews