B&Q Reviews

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

2.2 Rating 2,616 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,616 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 65%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Shocking product and abysmal exchange customer service. Having been a B&Q customer for in excess of 20 odd years, I am finding I will be going elsewhere. Staff at the Shrewsbury branch were downright rude. Purchased 2 gas BBQs, on reading the reviews and the cost of acquiring gas, as the store don't sell BP gas refills, I decided within 10 minutes of buying them; to take the unopened products back for an exchange. For which I thought would be a simple process. Approached the exchange desk, not doing exchanges, so waited in a baking hot store for a checkout to become available. Only 3 checkouts were open. I went to the end till CASH AND CARDS. Remember that it will be important shortly. Cashier was an abrupt person Kat. Asked to exchange the products for a charcoal BBQ and a pack of charcoal. She took out a pair of scissors and opened both returns which were sealed, peeped inside the box. "We have to do this as it's company policy". We'll that was news to me. So the exchange goes ahead. I had used an online email discount of £5 off when spending £50. So the new product meant that I should not have any difference to find. NO! "YOU CANNOT HAVE THE SAME VALUE ON A NEW TRANSACTION". I paid the extra £5 so now the discount had disappeared into thin air. I dared to pay by filthy dirty cash. Again the grumpy cashier objected. I asked for a manager and got fobbed off by a supervisor. Who was most unhelpful until I demanded the £5 cash back and that the voucher was a complete con. She begrudgingly refunded it. I complained regarding the tone and demeanour of the cashier. Told them I would take it further. Neither were bothered. So if I was you don't try to B&Q it. Choose a reputable retailer who is customer focused and friendly. There is no customer loyalty at B&Q.”

Helpful Report

Posted 5 years ago

“Was in B & Q consett yesterday , couldnt find what i was looking for asked for help , a young gentleman name badge Jay was a great help .He was polite and courteous , and kept a good conversation well done customer skills was amazing Thankyou Jay you made my journey alot easier”

Helpful Report

Posted 5 years ago

“Ordered online. Items delivered in two separate deliveries. One item had been opened and re sealed and had parts missing yet had been picked for our delivery. It looked like a 3 year old had resealed it leaving large gaps in the packaging. Another item was not in the parcel altogether. After an online chat to sort this issue i was told they couldnt as the items had come ftom the Derby shop ! However i had ordered online ! The second delivery of fence panels was just left outside out house propped against the wall, despite there being someone in the delivery driver did not knock the door or alert anyone of the delivery but just left. We found the items sometime later when we left the house. Over All really poor service from B&Q and I won't be ordering again.”

Helpful Report

Posted 5 years ago

“Friday.14th August. Mansfield store 7.15 am Was served by a lovely young lady called Amba.she was so polite and helped me with my purchase. Also lady ,I think a supervisor called Tracey. Both very helpful. Hope the manager passes on my Thanks. . Customer care goes a long way. Thank you ladies.”

Helpful Report

Posted 5 years ago

“Mansfield store. On Monday 10th August 7.15 am Returning items. A lovely lady called Tina was very supportive and caring as she could see I was a little upset.. .had to vist store several times that day and she checked on me each time. What a absolute gem . Hope her manager let's her know”

Helpful Report

Posted 5 years ago

“Inverness branch today. Approached 2 B&Q employees to help with 20 bags of cement at 25kg each..... both refused and walked away! I don't find this acceptable, would be interested to know if anyone else does??? Actually feel pretty angry at their absolute lack of interest.”

Helpful Report

Posted 5 years ago

“Visited the store at Culver house cross to sort out ties for our bathroom on 13 Aug 2020. Cant thank Jade enough for her help and guidance”

Helpful Report

Posted 5 years ago

“I have just bought my first home to renovate. I went into b&q bolton store for a kitchen appointment And met with amanda finney. She was absolutely incredible. Designed me the perfect kitchen! I had so many questions about everything and she explained and helped me out every step of the way. I couldn’t of received better customer service, nothing was to much for her. She made the experience enjoyable and the price could not be beaten. 10/10 on price 10/10 on design 10/10 on customer service Amanda deserves credit for the work she is doing and is an asset to the team! THANKYOU!”

Helpful Report

Posted 5 years ago

“disgusting, boorish, unacceptable attitude towards customers! bought a Blyss air cooler for 99 pounds in the city of Eastleigh, but it turned out that this is not a cooler but an ordinary fan, moreover, very noisy and expensive. I packed everything neatly as it was when I bought it, brought it back, but then I was stunned by the news that electrical appliances over 45 pounds were non-refundable and sent me home. I studied my rights and consumer rights laws and realized that I was brazenly deceived. returned to the store, the manager and three more sellers attacked me nervously, proving that I was wrong! I asked to show me the 45 pound and return law, the manager said that she did not say that, but they did not want to take the cooler back, I insisted on my rights, they were very reluctant to check the cooler, when they opened they were surprised that it looks very well packaged and started to show me that I did not even open it, but I say that I do not like how it works. it turns out that I put everything in its place and returned it neatly went not in my favor. In general, they took him back, but they were very unhappy. when I was leaving the manager told me that next time if I am not sure that I would not buy anything !! and I decided for myself that I would never use B&Q store again and would spread this information to the largest possible audience, let everyone know that in this store the client is treated like garbage! wasted nerves and time that no one will return to me! I hope this boor will be fired so that it does not spoil the mood of the buyers!”

Helpful Report

Posted 5 years ago

“Sell items they can’t provide then leave a message telling you they’ll just refund and cancel a week later.”

Helpful Report

Posted 5 years ago

“Stock not available always - Most of the items in B&Q website always not available and wonder why then to advertise first in place. It looks like someone doing bulk buying that leads to always stock not available. Some one needs to investigate.”

Helpful Report

Posted 5 years ago

“I would like to say how wonderful and professional your staff at B&Q St.Helens were today 9/8/20 when faced with a very loud,disrespectful and aggressive customer who took it upon herself to go behind the desk she was extremely rude and obnoxious to staff.Both your customer service assistants,manager and security guard did a brilliant job in being both courteous and calm.I think they all deserve a pat on the back.”

Helpful Report

Posted 5 years ago

“I rarely shop at B&Q as I feel the prices are extortionate compared to other retailers. However, this review relates to poor inventory accuracy. On a recent Sunday morning, I was desperate for 2 x paving edging stones. Whilst placing a “click & collect” I was advised as to which branches had sufficient stock to cover my measly order. After deciding to order from a nottingham branch that supposedly had stock, I traveled 20 miles to the branch in question, only to be informed that my order had been cancelled due to a lack of stock. Asking to check availability at an alternative branch, I was advised that a second Nottingham branch stating that they had 33 items in stock. I drove a further 6 miles to the second branch, only to be told that they didn’t have any stock. Whilst checking stock levels electronically, a sales associate informed me that the first Nottingham branch supposedly had 25 items in stock (which was obviously incorrect). After traveling 52 miles, I was left both angry and frustrated. Other DIY retailers who offer “click & collect” services have “live” and accurate inventory systems. EXAMPLE: If I wish to purchase 5 items and only 3 are available, I am informed immediately, BEFORE, orders are confirmed. Lesson learned, I won’t shop at B&Q however desperate I am !!!”

Helpful Report

Posted 5 years ago

“B&q in Greenwich, I asked a member of staff for help she failed to even want to know what I was after and ordered me to check a isle which I did and the item was not there. I approached her again as I could not find it and asked if she could show me as it says 3 were available on their website. She told me if I Cant see it it means it’s not there or go and use my eyes. Such a rude comment to make to someone! I was so shocked. I work in customer service and I would never speak to someone in this manner. Anyways the manager was able to show me the item not in the isle she demanded it was in. I will never go to that branch again! The worst customer service.”

Helpful Report

Posted 5 years ago

“Flooring was a problem for me I ordered 24 packs 3 as I got to the end of the house were not usable and were cut wrong so I've gone and changed them and some1 continue to lay 1 pack I come home to find there two different shades of grey not the look I wanted but not pulling it up and going back again CHECK YOUR FLOORING”

Helpful Report

Posted 5 years ago

“I would never buy plants from B&Q. I spent £60 and not one survived .I am a gardener myself, Buy elsewhere”

Helpful Report

Posted 5 years ago

“Ordered a set of kitchen cupboards from the store over a month ago. Got a delivery date for 31st July. Delivery never arrived. Support over the phone and emails would give me completely different instructions and information. Called them yesterday, told me they will deliver today and will be given time slots. Never received any text so called them once again only to be told that they actually do not deliver to my post code or god knows what. Now I cannot even cancel order as they are trying to sort it out so I have had 311 pounds frozen with them for over a month and no items delivered. A complete joke and utter disgrace! I will never order anything for the delivery from them!”

Helpful Report

Posted 5 years ago

“Difficult to buy anything online from b&q. For bulk delivery, on the information page, it stated: "for free delivery has to be min.£100.-". So, when I ordered items for £105.-, at check out point, it stated delivery is £30.- , which is different from the originally given info.”

Helpful Report

Posted 5 years ago

“B&Q Crewe branch. Simon from the garden section was so helpful. He actually made my day with how much help he gave. From getting planters off the top shelves to helping at the till. He assisted me with lots of gardening items and helped put them in my van. Nothing was too much trouble and I will definitely come back. Thank you Simon 😊”

Helpful Report

Posted 5 years ago

“Bought a kitchen in Jan and due to covid delivery was delayed from March to April... then may... then June... then July. Our issue isn’t the delay as we understand the current situation, but every single time it was delayed we weren’t told no one was coming and wasted a day off. One cupboard door arrived on its own(?!) damaged and in packaging that was also so damaged it wasn’t actually secured on. Disposed of the packing and was told someone would collect the door - they arrived and refused to take it without packing despite me advising of the above. Said we have to go to a supermarket for cardboard and make our own packing. 9 emails and 5 twitter messages went unanswered until finally I managed to get through on the phone and cancelled the entire order. Was told “it’s been 5 months you can’t just cancel” - explained the above and they reluctantly cancelled but very obviously was a major issue for the call handler to have to sort this for us (made apparent with lots of huffs and puffs!). Still awaiting refunds - cannot stress enough, do not buy from them. We saw so many bad reviews and thought it’ll be fine...”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,616 reviews