B&Q Reviews

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

2.2 Rating 2,577 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,577 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

“I wish customer service in the store was as great as the man who greeted me outside. I've been told management fired the greeter for being too pleasant. What a shame.”

Helpful Report

Posted 2 years ago

“I asked B&Q guy to design my kitchen. And he did a shamble of a job. Even a 6 years old child can do a better job that guys employed by B&Q Wednesbury. There was no fridge freezer unit in the diagram? He didn't even give enough time int he phone call to get more information about the worktop etc. Who employs these guys and how could these jokers get salaries whereas I work my ass out in the IT service industry and had to apply my brain's last bit of remaining cell for problem solving.”

Helpful Report

Posted 2 years ago

“Ordered and paid in cash for a kitchen in Jan/Feb 2022 Kitchen didn't arrive on time, when it did it was all wrong. Had to reorder the splash back and other stuff. Customer service stinks, attempted on several occasions to speak to the manager and told in meetings. Maybe if they stepped out onto the floor to see what a shambles they are managing they may have empathy for the customer. Good customer service should have great communication some one who cares to listen, empathy and knowledge. To be accountable take ownership. Not B&Q - a disgrace, absolutely awful customer service would never recommend.”

Helpful Report

Posted 2 years ago

“Very disappointed to see No changing faculties in B&Q Inverness.”

Helpful Report

Posted 2 years ago

“I ordered a kitchen months ago arranged a delivery date of 26th May, it never turned up, was told it would be with me by 09.00 on the 28th again never turned up so had to rearrange both the kitchen fitter and for new deliver of 23rd July again it won't be delivered as b&q have not put the delivery into their system so am having to cancel the fitter again AT MY COST.”

Helpful Report

Posted 2 years ago

“Parasites of the highest order,they may aswell not have customer service employees as the customer service does not exist,do not order online,they take your money but don't deliver or tell you why,getting refunds for undelivered items is a nightmare and they don't reply to email requests or questions...Total parasites.....”

Helpful Report

Posted 2 years ago

“Bought a Keter Ultra Bike Store on line and received delivery. When i went to unpack it I noticed that it looked like it had already been opened and had been poorly re-shrink wrapped. I opened it to find all of the screws and fixings were missing and it was also damaged. Clearly somebody has already had it and returned it and you think you can just re-ship them out to some other poor individual. Its currently in my back garden in bits waiting for you to collect, you can take all of the packaging away too. Will be calling for an immediate refund and I also want to register a complaint. B&Q have a terrible reputation for quality and this just re-enforces it. If i could rate you less than 1 star i would.”

Helpful Report

Posted 2 years ago

“Waiting for my refund, was told it would take just a couple of days, Its now 10 days and still not returned to my bank, Customer service is rubbish, got sent around an automated system only to be cut of, nobody replied to my Facebook message, i will be shopping elsewhere from now on.”

Helpful Report

Posted 2 years ago

“I purchased a £300 Mountfield lawnmower from B&Q Tunbridge Wells to then find the identical model for sale at Screwfix for £225. I thought it was extremely poor to be charged so much more at B&Q, but they advertise that they price match so my wife went back to the store to request this. The manager said that Screwfix was part of the same group as B&Q, do they didn't have to honour there advertised price match. So the moral here is shop at Screwfix over B&Q. I will be returning for a refund and am sadly leaving a 1 star review like so many other customers.”

Helpful Report

Posted 2 years ago

“Went in B & Q, Bolton, today for some decking paint. Couldn't see what I wanted on the shelf so I asked a member of staff, Barry, who turned out to be a gem! He was friendly but professional and really knew his stuff. The paint I wanted was discontinued but he managed to mix me a very similar colour to the one I wanted. In my opinion Barry is a real asset to B & Q!!”

Helpful Report

Posted 2 years ago

“Bought a Kitchen from B&Q Speke store back in January, delivery date was end of April.Kitchen arrived and half of the units/parts was missing or contained items from completely different ranges!!! Up to now I have had to visit the store 21 times myself to return(items that we never ordered but received) exchange as received different measurements or from other ranges... And I even had to cancel my worktop purchase as they couldn't even give me an estimate delivery date for it after 4monts of waiting! Now I can't even remember how many times we have had to re order with the waiting time within 1-2 month's (due to stock issues) and I have had to book off work to be at home waiting for delivery to arrive only to be told that "I'm sorry they are not coming today, but don't worry we will re-book"! Since JANUARY we have no oven or gas and cabinets are still missing! Took my money that's about all they did been left waiting for six months so far just being lied to everytime, how can they sell item's if they haven't got them in stock for 6 months??? I am extremely frustrated, dissapointed and annoyed , not the kind of eperiance I was anticipating from a national brand!”

Helpful Report

Posted 2 years ago

“Terrible experiance... ordered a showerr online for next day didnt turn up... contacted B&Q... delivery date was date september from late june ordering.... systemsays there was one but wasnt butstilltook my money....14 daysfor a return Cheque!... odered sameshower fromscrewfix online £50 cheaper even though they are part of same company... RIP OFF B&Q NEVER AGAIN... Also over 3 hrs on phone trying to sort it out with them and there supiers who told me that triton were out of stock.... which they were not as i contacted them.”

Helpful Report

Posted 2 years ago

“1) I ordered 3 sheets mdf, a bit of timber, hinges and screws 2) Delivery was separated which was awkward as I'm a tradesman working out of my local area. Screws and hinges would come a day later. 3) Asked if it could come same day-told I was in luck as slot had opened up. 4) Screws and hinges arrived, badly packaged (screws coming out of plastic bag) and no mdf or timber. 5) Constant ringing customer support assuring me someone would call me. No one has at all. 6) Now Saturday (order scheduled Thursday) without knowing when it's coming. Support won't give me the hub telephone number, nor the courier, ("they won't reply to you" I'm told) Support assure me my case is escalated but it means nothing-not had 1 phone call. Had to ring myself more than a dozen times. Tradeperson, losing money and time plus in limbo! Still waiting!”

Helpful Report

Posted 2 years ago

“Some of B&Q stuffs are so rude and unpleasant towards customers I bought a garden tree for my partner but unfortunately my Partner does not like the type of tree and I took it back to them but they refuse to do an Exchange or refund on Garden furniture!! And I was shocked about the response I got from them and also I wasn’t happy about the service I received from them today.!!! Not nice”

Helpful Report

Posted 2 years ago

“Bathroom order...umm loads of problems! Bit missing, orders not being delivered, no contact what so ever with B and Q...all up to us to arrange deliveries..terrible. However our fitters were great, even though we had to wait six months for fitting and paid in advance”

Helpful Report

Posted 2 years ago

“So I was fitting a B&Q kitchen for a customer, waited 4 weeks for delivery which was all fine. When starting the job we noticed this damage to the worktop so we went to the branch and told them and the service was absolutely shocking. They basically blamed me because I didn’t check every single item upon delivery (around 80 items), they expect you to unpack every single item and then somehow re-pack it? They said I would have to wait 4 weeks for a replacement worktop even though we are halfway through a kitchen and customer is unable to use anything. We did cut one end of it before noticing the chip so they said I would had to pay for it. So basically Ive pod for two worktops which we have to throw away now wasted £350 so now decided to buy two worktops from Howdens as they are in stock costing me another £350.”

Helpful Report

Posted 2 years ago

“Avoid this store at all costs! Ordered some fencing to be delivered, the day came and went with no delivery occurring, customer services totally unable to help and just advised we called the store. Phoned several times and it just rang off, then on hold for 40 mins before we managed to get a redelivery for a week later! And you can probably guess what happened, not show again and so back on the merry go round of phone calls to be told by some poor person on admin that she has to deal with angry none delivery phone calls all day, she told me they had not even put our stuff on the van, demanded money back and they even managed to stuff that up only refunding us the price of goods not delivery. Will are trying to raise an official complaint as we are out of pocket due to having to cancel a handy man twice to to fit the new fence but all customer services do is tell us someone from Sutton will call us back, and a week later, no one has called. Utterly disgraceful service!”

Helpful Report

Posted 2 years ago

“Throw people out just because they don't like the look of them. My friend spent hundreds in this store, yet got thrown out for nothing. CEO ignored all correspondence and the complaints team never got in touch.”

Helpful Report

Posted 2 years ago

“We ordered some materials to do some work in the garden last week and chose the delivery to happen on Monday 13th. Soon after that, we got a text confirming our delivery to be AM on Monday . Up until this point everything was according to plan, which I assume it is not difficult as it is automated. However, Monday morning came and went with no sign of the delivery or a call from anyone to let us know what was going on. After several phone calls that day ( not to mention the frustration of being on hold for about 40 minutes each time ) and different call handlers telling us the delivery is on its way, it is a PM instead, no one turned up. We managed to get through to someone at the Sutton Store after being on hold for about 40 minutes and rescheduled it for today ( 4 days after it was planned to happen ). Today, not to our surprise as our confidence in B&Q being able to deliver any customer service is quite low, the delivery has not turned up again. Yet again, we phoned, got through to someone who explained the delivery was happening from the Sutton Store and could not do much about it. We called the Sutton store which it took about 30 minutes to get through and another 20 on hold as they were looking for "someone" to handle the complain. And they just said they will get "someone" to call us back. I am afraid I have no confidence in anyone calling us back and give us any information about the no show deliveries and the whereabouts of our purchased materials.”

Helpful Report

Posted 2 years ago

“Rude and unhelpful staff at the Wisbech stores even after taking to them on the phone still refused to help,”

Helpful Report

Posted 2 years ago

B&Q is rated 2.2 based on 2,577 reviews