B&Q Reviews

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

2.2 Rating 2,592 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,592 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

“I’m just overall unhappy. I always have issues with the same staff member as my husband and I come in a lot for our small business. I believe she’s called Megan, shortish with blonde hair. She’s incredibly rude and talks to other staff with a foul mouth. She always seems to be moaning about work she has whenever we’re in the store & I’ve heard her swearing on countless occasions. I’ve no idea how she’s even got a job at all. Oldham store Westhulme way”

Helpful Report

Posted 3 years ago

“Do not order bulk item from this company sent all the wrong items”

Helpful Report

Posted 3 years ago

“Bought and paid for a drill on line for delivery, all accepted and received confirmation and then hours later received order cancellation. No explanation and no apology just a cancellation. Went back on site and saw the drill wasn’t now available for delivery. The arrogance and lack of information associated with the cancellation notification is quite unbelievable- customers must be such a pain!!”

Helpful Report

Posted 3 years ago

“Lying information! The models shoe's they offer was 37eu, when the cashier scan the box says that this prise is 64eu.???!!! I make order close to 200eu and cancel because they Lying. Its not correct to offer something with discount and than to charge double!?? Merry Christmas!”

Helpful Report

Posted 3 years ago

“Appalling. The day before delivery they inform you that some items will not be delivered as there is a stock shortage. I think that is a case of wait till the last minute and they won't/cannot cancel. Waited 4 weeks. What's another indefinite date for delivery.”

Helpful Report

Posted 3 years ago

“Weymouth store… manager rude, patronising and devoid of customer service skills. Had tester mixed previously, took my details to save so I could return to purchase. On return details not saved which he said was not their fault it was the system. Asked if next tester ( for a remix which potentially is different) would be free? No not his fault so we had to pay . Aggressive body language and threatening stance.. accused me of making him feel threatened ( I’m 61 and 5’3” quietly spoken) which appears to be stock response as heard him say same to another customer. He then told me I can shop elsewhere… staff on tills looked resigned and apologetic.. I will never shop there again”

Helpful Report

Posted 3 years ago

“The lack of updates to myself from B&Q was VERY poor. The delivery was scheduled for Thursday AM, (the small items arrived however the bulk items did not and the order was marked as complete on the app). I contacted customer service where i was advised not to worry, the bulk delivery will arrive between 1.30 -3.30 that day. I waited.. no show. Nor did anyone inform me it wasn’t coming. I contacted B&Q again, who said wait for a call from store that evening..store never rang. The next day, i still hadn’t received a call from store so I tried to call the store and resolve at the source, thinking that the items could turn up on Friday without and update.. store do not take phone calls, which is frustrating. I rang customer service for the third time where i was informed the wagon could not access the house and re delivery is scheduled for Saturday. The access issue I understand, its the very poor communication from store to myself that is the issue, why did it take me five phones calls, two days and time out of work for someone to tell me this information??? Not great. The call concluded that it was “AM” delivery but they couldn’t provide a time, just a txt and a call half hour to an hour before its delivered. At this point my confidence in receiving a call from B&Q was NIL. Anyway, i did receive a txt for “PM” delivery (another change-but ok). Saturday morning, I rang i rang to get a window or idea of delivery as the house is a building site and the moment and not lived in. I rang B&Q for a fifth time, where I was told me between 3pm-5pm. This was ok, i understand an exact time cant be given. However, I got a phone call from the driver at 13:17 saying he was outside the house. As you can imagine this i wasn’t there and already annoyed by the messing about and sheer lack of poor communication and customer service from B&Q. When a consumer had pre paid for a service, expectations are to be delivered. Communication is nothing to ask, i have worked in customer service for 17years and found this one of the worst firms to deal with. The store is at fault for not contacting me as soon as the wagon had to change the route. The failure in customer service has resulted in an unhappy customer, who will leave a bad review and inform their associates that B&Q have poor communication skills, resulting in delays and unnecessary stress to reorganise the consumers schedules. For £30 delivery, i would expect it to be right and when delays occur to have the courtesy of informing the buyer.”

Helpful Report

Posted 3 years ago

“I ordered a solar security light on line making sure they were in stock. I paid had confirmation and told to collect within 1 hour. I drove the 7.5miles to the store and found they had cancelled the order as they hadn't got it stock. I went in the store found a different light but the same price. At the desk I was told I had been refunded but it takes 4/5 Working days to get and was told to pay for the new one I refused as I said this was unreasonable and had to leave the store with Nothing ! When I got to my car I got a email to say it could take up to 14 working days to get refund. I went home couldn't get through on the phone but sent an email to B&Q and another thru Resolver. After two computer generated emails I finally got a reply from their Customer Care??? I was told I should have not only ordered online but also should have phoned the store to make sure the item was in stock??? I have since cancelled my online account with them I will never use them again I have had a 15mile trip for nothing I haven't got what I ordered I am out of pocket and await my refund. My advice is to boycott this store as they really don't care and customer service doesn't Exist”

Helpful Report

Posted 3 years ago

“Ordered a kitchen from hall road , the order did not match the plan and had to repeatedly get them to change the order and the plan as did not follow dimensions given .checked off delivery and all was there . Fitters started kitchen only to find missing parts . Called customer services to be told the parts were never ordered!. Called branch to find some parts not available to for months!! The other part arranged to pick up from boundary Road, wife went there to find no part and was told was prob. On a pallet but they had not looked for it and were to buisy to look for it .The manager clearly had no interest in looking or helping my wife and was very clear about it say 'I have not even had a break today'.eventually he went out side to look (reluctantly) .I have no doubt he made no attempt whatsoever to look . My wife was there for 2 HOURS trying to get this resolved and I believe it was hard because she is a WOMAN ! The managers name was Famir Gozin”

Helpful Report

Posted 3 years ago

“BnQ Evesham. This store is a glowing example of why people shop online. I can honestly say that this store is completely futile, to the point where I know longer even bother going into the place. The simplest thing is never available and I say this after about 10-12 visits and almost always being dissapointed. Buck up BnQ or do us all a favour and close down, absolutely pathetic.”

Helpful Report

Posted 3 years ago

“One order ...but wrong item and another damaged. Waited in All day both replacement and no call from customers service. Do not use.”

Helpful Report

Posted 3 years ago

“The product is ok, if a little overpriced, but don't go near the installation. I was left without means of cooking for nearly four weeks, i.e. no oven and no hob. It should have been completed in a few days but, instead, it has taken 4 months. The workmanship was dreadful and the installers turned round after 2.5 days to say they couldn't come back as they had another job the following day!!! B&Q thought that this was OK!! DON'T GO NEAR”

Helpful Report

Posted 3 years ago

“When you check online it says In stocks.go to the website and its unavailable . Worst website ever.”

Helpful Report

Posted 3 years ago

“Placed one order. Received confirmation of two delivery dates. Second delivery did not arrive. Received three further dates by text and when I called. Items never did arrive so had to request a refund. Also had to phone B and Q four times before my call was answered. B and Q appear to be in melt down.”

Helpful Report

Posted 3 years ago

“Naver shop at b&a again I ordered my appliances for new house to be delivered to my son house . Once it got near delivery date I did what the store advised and called customer services to rearrange delivery date and new address to be told by 3 different customer service people that the warehouse ....cant be bothered to answer the phones .twice they emailed them to tell them not to deliver to that address on that day but to call me on the 23rd September only for them to ignore and try and deliver yo my new house only to find the house empty so the delivery driver decided to break the law and deliver to an address which was nit agreed with us tgd customer .on trying to make a complaint by email for it to be investigated I have dealth with 3 different people who even after I have shown them the invoice REFUSE to believe I am the customer absolutely ridicules so everybody lisen up if you want your delivery delivered to the wrong address then go shop at b&q because that's all they are good for”

Helpful Report

Posted 3 years ago

“We arrived to pick to up the click and collect item the member of staff was standing around doing nothing had to go and pick our items with hesitation in her breath with a huge trolley that wasn’t needed for 3 item. She was very patronising and sarcastic and always calling us darling which we didn’t like at all no need for this very rude!!! Also she called us sweetheart which we didn’t like there was no please or thank you she really didn’t wish to help us at all was very lazy lady in her 50s dark hair tied up will not be coming here again we were treated like we were criminals as we didn’t have ID as we had a bank card connected to the account she said I’ll let it slide this time! How dare she we always do things the right way spend hundreds of pounds here and we were treated very disrespectfully!!”

B&Q 1 star review on 14th September 2021

Helpful Report

Posted 3 years ago

“Rubbish customer service!”

Helpful Report

Posted 3 years ago

“I dont know why Milton Keynes B&Q employed and pay the girls they work at Kitchen and Bathroom advisory section. They just chit chatting and not at all responding to any of customers question at site. I approached one girl and she said I am gonna make a call and please go to another girlshe sit next to her. The second girl didnt like I interrupted her chit chat with her next collogue. They just wanted to sit infront of their computer and do nothing and get payed. Total disgrace for the Milton keygens B&Q. All other staff were very nice and helpful. I request B&Q management that If you ignore this, all your good will be damaged by those girls pretending they are advising customers in Kitchen and Bathroom section.”

Helpful Report

Posted 3 years ago

“Rip off. The 20% off on interior is only for selected items. Small section of paint and a small selection of curtains. Nothing else.”

Helpful Report

Posted 3 years ago

“Refund or credit note.... utter rubbish. Refused a credit note on goods that are b and q own brand! Customer service staff who think it’s funny to be rude and arrogant! After waiting 15 minutes to be seen by lady at Torquay customer services she said she would only give me 20 minutes max to deal with a refund. Utter disgrace and your company will now lose the £15k I spend annually on project materials! Good riddance b and q.”

Helpful Report

Posted 3 years ago

B&Q is rated 2.2 based on 2,592 reviews