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 total waste of space these days. Ordered some floor tiles for home delivery, when they arrived it was only 50% of the order - thats when the hassle started, tried to get the other 50%, more hassle, finally managed it, then I tried to return the excess, more hassle - need I go on? Needless to say I wont be returning.”

Helpful Report

Posted 5 years ago

“If only I could give no stars. I ordered online click and collect. What I ordered was not the product they brought out to me. I gave them a copy of my invoice. A few minutes later a young lad came out with the same items. When I said you don't have what I ordered he said this is your order, it has your order number on it. When I said he should look at the bottom of the invoice he could see that it was not the same product he accused me of getting aggressive and backed away. Next thing I know is bully boy security came out and he was aggressive. He tried to say i went for the young lad and even got another member of staff to say he saw that. This guy spoke very little english and was mystified but obviously felt he had to be loyal, he wasn't even there!!!. I was told to leave the carpark and they were refusing to serve me. I had to ask about my money. They said they were going to refund me and the young lad smiled and said that will take 5 days. How can this be right. The order number might have been right but the goods didn't match up with the invoice. Nobody was prepared to look at their mistake. Oh well, all my business gone. I shall be dealing with companies who have competent staff in future. Let's hope this company doesn't last much longer.”

Helpful Report

Posted 5 years ago

“I have been trying to order materials online for the past 2 weeks with no result. lost count of calls made to their customer services with no help or resolution. The staff who are answering their calls are oblivious to any issues. They all keep on saying the same things. Why would a company advertise click and collect service on their website and customers unable to order single piece of item through their website? I have now given up on them totally and will not spend a single penny with them once all this pandemic problem is over.”

Helpful Report

Posted 5 years ago

“You gave us a click and collect time of after 18.00hrs. When I arrived there were a lot of other cars waiting who had also been given this information but your store was closed. Why in the present situation do you have people coming out unnecessarily. Very bad practice for a large company”

Helpful Report

Posted 5 years ago

“Absolute shower of 5hit Totally messed up my bulk order and told me I had to wait 4 weeks for the delivery Now I've got to cancel skips and re-arrange the build schedule I'll never use them again. Hope they go bust”

Helpful Report

Posted 5 years ago

“Every second through media all we can hear is : unprecedented times, crisis, times like these. Everywhere we go people are loosing their jobs or suffering Furlough with redundancy to follow. B&Q are responding to this crippling financial time by refusing to refund UNUSED store top up cards, purchased through work schemes, even though not a single item is available to purchase online. Well done B&Q for once again not understanding the social situation and flat refusing to help those in dire need, at a time when you refuse to offer alternative services.”

Helpful Report

Posted 5 years ago

“Today I wanted to buy some colour to finish to paint 1 bedroom. I went to b&a in solihull and the shop was closed because of the coronavirus. One of the staff members said need to order online and to collect. That's was okay for me, however nothing was available online. Again I asked 1 staff outside doing some deliveries and she said there is only essential think. She suggested to call the customer service if they can give help. Once I called this morning at 11.42 am was an horrible lady by the phone, she was really rude. She said we are selling only essential think, during this conversation I see a staff member coming outside with trolley with flowers to give to the customer. Disappointed I said over the phone why flower are possible to collect and paint is not???? I think flower is not essential to buy during this period 🤔🤔🤔 She didn't answer to me and she closed the call. I think that lady should work in the jungle not as Customers service. Awful service very disappointed. Never again I will go to this shop”

Helpful Report

Posted 5 years ago

“Click and collect is a joke, told ready go to store, told not ready. Told go back again next day. Top prices bottom service, awful :(”

Helpful Report

Posted 5 years ago

“Paid for a delivery on the day before we had booked in a tradesman to do the job. No delivery, No phone call, No email to say it’s not coming. Called the local store who told us it’s on its way must of totally told a load of porkys.”

Helpful Report

Posted 5 years ago

“Web site has items as available for click and collect but at checkout nothing is available. What a waste of my time!”

Helpful Report

Posted 5 years ago

“Good products at decent prices, but deciding to remain open during the Coronavirus outbreak without any care for their staff is unacceptable. They’ve said they are providing an essential service, but there are no extra provisions for staff to stay safe & the whole store is open as usual. Paints, houseplants, lighting, & garden furniture are NOT essential & B&Q does not care about the safety of their customers or staff.”

Helpful Report

Posted 5 years ago

“I am utterly shocked that your stores are remaining open. You are putting your staff at risk by expecting them to work in the current crisis. Your goods are not essential despite what some of your customers seem to think. Please shut the stores. Paint and bedding plants are not items for which it is worth putting your staff's lives at risk.”

Helpful Report

Posted 5 years ago

“Bought paint which was placed on wrong colour stack and you refused an exchange because I lost my receipt... done with BnQ now never again not one penny from me”

Helpful Report

Posted 5 years ago

“My bad experience was with TradePoint online I have purchased three convector heaters about 6 week ago one broke I contacted TradePoint online and it was exchanged in two days really fast I couldn’t fault it.After 3 weeks another broke so again I contacted TradePoint online they said they had no more in stock but there was one at my local B&Q Meir Park would I mind collecting it.Which I did they collected the broken one from the shop.After three weeks it broke again I contacted TradePoint online again and told them that I did not want a replacement I wanted a refund they said because I collected it from the shop they would have to refund me.I explained I originally payed for them online he said it didn’t matter I told him that because of the covid19 virus I could not leave the house because I had a serious lung problem I was on permanent oxygen can he refund me and collect the broken one from the shop as before.But he didn’t seem to careless he just said no it would have to be returned to the store and I had 45 days from when I received it to do so.It looks like I’ll be stuck with a broken radiator so much for customer service I’ll be cutting my trade card up and I think I’ll be doing my shopping at the local Wickes”

Helpful Report

Posted 5 years ago

“Just came back from B&Q Becton to pick up my order, whilst leaving the store the security decided to randomly pick on me and my son to loudly ask if I had paid for my purchases. I have never been so embarrased in my life! I understand that security has a job to do but why single us out of everyone leaving. Whilst queueing I saw also lots of people leave with no question from him. I don't want to expand on why he came for u, because I think the card is widely overplayed! But the fact that my son thought the same and actually asked me for the first time in his life (12) if it was because we were a certain colour made me so sad because there seemed to be no other plausible factor as to why he decided to demean us like that. Even though i'll never be going back to that store, I hope this is looked into especially the video footage, as there is a difference between being vigilant and profiling, and untill you've geen a victim you can't comprehend how it feels!”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Absolutely disgusted with the non service at your Croydon branch today, between 13.20 & 14.05. Waited for over 40 mins for timber cutting despite FIVE call outs to two operatives who were on site. Also you have a bell on the counter, WHAT FOR ?????. Most of the staff were either outside smoking or at the onsite burger van, very few on the floor. You push the trade side but in all honesty its a joke, I just lost over 40mins of valuable work time today through incompetence. I then drove one mile up the road to Selco & had my timber cut straight away. One member of staff that did try to help said there was three managers on floor chatting together but didn't want to know. What hope have you got! The feeling i got there was the staff seem disenchanted with the so called hierarchy.”

Helpful Report

Posted 5 years ago

“Delivery date changed Twice at short notice. Not interested in my complaint on phone. I will no longer use company due to its very poor customer service. Bad for B&Q,lots of future business for Homebase.”

Helpful Report

Posted 5 years ago

“We went to B and Q to have some paint mixed. We arrived at the paint counter 20 minutes before it was due to close. There were a couple of people ahead of us and only one person serving so we had to wait some time. Closer to closing time someone else came and took are paint order. He refused to advise us about the paint and was quite rude. When we went to pay the person on the till was also rude asking us if we had heard the announcement about the store closing. We appreciate staff will want to get home but I cannot remember worse service than this.”

Helpful Report

Posted 5 years ago

“Dozens of sliding wardrobe doors no track!! Ordered track was informed it was 3-7 days delivery paid in full only half an hour later was informed it was 14 days staff have no clue about deliveries shocking service.”

Helpful Report

Posted 5 years ago

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