B&Q Reviews

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

2.2 Rating 2,597 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,597 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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119

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“B&Q DONCASTER STORE. In the gent's toilet the toilet pan rocks from side to side when sat on. I reported this as a health and safety issue, together with the filthy state the toilets themselves were in, to the store manager. I also emailed and spoke to Customer service. All I recieved was a standard 'we try our best ' letter. 2 weeks later it is still the same.”

Helpful Report

Posted 10 years ago

“Bought some border tiles from the halifax store on 16/6/2015 was told they'd be a couple of days, didn't hear anything back from them so I phoned them only to be told they wouldn't be here until the 30/6 so took a walk down yesterday to collect them only to b told that they didn't mo were they were as the system was down, yeah that old chestnut. Anyway spoke to a junior manager sid that afternoon, phoned again today and was told by Jamie from the flooring department that they were there and to come down and collect them, on arriving at the store I went to the customer service desk and after a short delay was promptly told that I'd already collected them on the 26/6 and not only that but that I'd signed for them, now bearing on mind I work nights and start work at 5.30 on a Friday and don't have much time I'm just a little confused as to my supposed were abouts last Friday. I would without doubt never recommend you buy anything from this store there customer service is truly appalling I was made to feel like a thief, the staff in there are arrogant n not interested in your problems and treat you like a suspect in a crime, tomorrow there getting £450 worth of tiles returned as the border tiles were part of the colour scheme I had planned so I'd just like to thank BnQ for a truly terrible experience, if by any chance you have a problem there you can always speak to the management a chap called Hamilton but it'll take you the best part of a year to locate him as he's never in the store STSY AWAY FROM BNQ IN HALIFAX ITS SHOCKONG”

Helpful Report

Posted 10 years ago

“Rubbish delivery service. Unreliable company and total waste of time.”

Helpful Report

Posted 10 years ago

“COULD NOT GET REFUND FOR PAINT WITHOUT RECEPT”

Helpful Report

Posted 10 years ago

“"When things go south.... They are terrible" We went to B&Q and used their bathroom design service to specify a new bathroom. Our bathroom is small so we were interested in the slim-fit style fitted units... The sales assistant sold us on a bathroom and only at the order confirmation stage discovered the "Tyler" slim sink was discontinued for advanced ordering... However as luck would have it (!?!) one was in stock at another Southampton store - the bathroom supervisor would pick it up on her way in to work at B&Q Hedge End and we could collect it from there. Fast forward two weeks... The rest of the bathroom has been delivered.... The fitters get to the end of the installation, offer up the sink and it's the WIDE version... Visit to B&Q Hedge End... "This sink is discontinued" says the bathroom department..."but you have one on display?" Says I, "We cannot touch the displays" says "Ray" ( allegedly the store manager... Who was too embarrassed to give a surname so he could've been the cleaner....) "But we have no bathroom", says I..... "Er...." Says he. I'm not a retail guru but I would've thought a display for a DISCONTINUED PRODUCT didn't really have much value - whereas a disgruntled customer WITH NO BATHROOM was more important... However it would seem B&Q store managers have the decision making authority of weasels.... So - if the quality of a supplier is judged by how they handle problems, I would say B&Q were ****”

Helpful Report

Posted 10 years ago

“Just received an email from B&Q saying to get my dad a present He's dead So what do I do ? Very insensitive won't be going back to them”

Helpful Report

Posted 10 years ago

“WORST CUSTOMER SERVICE EVER !!!! I bought a wooden playhouse for my daughters birthday as B&Q stated that it would be delivered within 2 weeks and that I would receive a call or text giving me the delivery details. Neither came so I chased B&Q on numerous occassions and was told on 3 occassions that they would sort it and call me back. I never received any of the calls that they promised and had to keep chasing them. I finally got the delivery 3 weeks after my order and a week after my daughters birthday. The last time I spoke to B&Q they said that the delay was unacceptable and that they would call me the day after the delivery to make sure everything was ok...... I was still waiting for a call 4 days later and AGAIN had to call them myself !!!! Customer service is absolute garbage and I will never purchase anything from this Company again. The playhouse itself is flimsy and not worth the £236.00 I have paid !!! I have sooken to the "Customer Services" dept today and they just simply could not care less and have tried fobbing me off with a voucher. My daughters birthday was ruined and I had to book a day off work due to the delivery being outside of the promised 2 week window. STAY CLEAR OF B&Q and if you want a wooden playhouse go to gardenbuildingsdirect.com instead !!!”

Helpful Report

Posted 10 years ago

“Started the process to have our kitchen done with B&Q in May, was told that it would be ready within 6 weeks. A surveyor was supposed to come by to take measurements, after waiting for 2 hrs he called to say.."sorry i forgot the appt". He came the next day took measurements which where then supposed to be sent to store. Had i not went in to the store to check on progress they probably would not have called for a week. After feeling reassured by the in store agent that it will be done well within the timeframe. I paid a deposit on the kitchen. My wife was 7 mths pregnant at this time. A few days later they called to say that the earliest that they can do the fit is the 27th July! and get this..."its probably best sir, as your wife is pregnant and you wouldn't want her to be around all that dust and noise" Ok..she's actually due on the 27th July, and they are suggesting that it's somehow better to breast feed a new born and the dust and noise is an ideal environment for a mother to rest after giving birth. Will they provide some sort of provision for a new born and mother out of hospital..ha! if only the world was that kind...and there's lot's more! Word of advice do not go anywhere near B&Q to have your kitchen done...rubbish excuses, promises and delays!!”

Helpful Report

Posted 10 years ago

“reviews helps build trust ...... hahahaha........ well to be messed about in store and online for a product that does not exist anymore is disgraceful. Was told your website gets updated every 2 days hmmmm obvisley not considering its been on there for nearly 2 weeks now. 3 times I went into store and live about 15 mile away and you offer me a £10 voucher lol. You go into store and there is not enough staff as you can never find anyone to help you nothing left to say ....... discrace”

Helpful Report

Posted 10 years ago

“The manager of Margate is as unfit for purpose as the dead turf they sold me. Total lack of customer service skills blamed his staff, me and then company policy. Had no intention of resolving the matter! Disgusting attitude very arrogant.”

Helpful Report

Posted 10 years ago

“DO NOT buy turf from b and q!!!!! It's dead and lumpy! After spending weeks peeping my soil and purchasing it was rotten and the customer service was non existent I was insulted and blamed even after a member of staff said the turf was rotten and they knew that the supplier was rubbish!!!!”

Helpful Report

Posted 10 years ago

“I would have rated B&Q a big fat zero star if I could. If you are looking for an item to be home delivered, I would strongly advise that you refrain from doing so. First, the laminates you already PAID for instore to be home delivered get sold by ERROR to some other customer. Then, a different order you placed online for home delivery doesn't get delivered on the day it's meant to be delivered. Several calls to customer services (note: your call often gets automatically disconnected after you've been on hold for ages) which always end up with "we'll contact the supplier and give you a call back", which they never do. You'll finally end up waiting days before you receive your delivery, should you be lucky enough to receive it at all. Word of advice - worse DIY store in terms of delivery. Place your order from some other reliable store unless you are looking forward to wasting your time and getting frustrated.”

Helpful Report

Posted 10 years ago

“I bought a door from B&Q. The quality was appalling. I left a factual, negative review on their website but received an email stating that my review did not meet their standards so would not be published. According to them, reviews are vetted by a third party who decide whether or not to publish the review and B&Q have no control.. I asked many questions as too why my review didn't meet their standards and got fobbed off with a meaningless answer. I think it is clear that the reviews you see on the website have all been censored any cherry picked to put across a good impression. I asked B&Q why they took part in censorship of free speech and I was ignored. I won't shop there again. They are overpriced and much of the stock has been on the shelves so long you get covered in dust and dirt when you pick it up.”

Helpful Report

Posted 10 years ago

“Do not buy turf from B&Q its dead and rotting by the time you get it home.”

Helpful Report

Posted 10 years ago

“I had a complete new bathroom supplied and fitted by B&Q, At first glance it looked very nice,I wont go into all the problems we had with delivery and the installer but their were many, is what i am more upset by is the very bad Quality glaze of the Cooke & Lewis toilet to the point that after every flush excrement stays stuck to the bottom & sides,I got in touch with B&Q and told them the problem, they in turn sent me another one (flown down from Scotland) i got a local plumber to replace it Only to find i have exactly the same problem with the replacment, what sort of rubbish is Cooke & Lewis turning out, Incidentally a friend ask me if they could have the original i told them the problem we had never the less they had it installed and yes the problem is still their. I would be interested to know if anybody else had this problem”

Helpful Report

Posted 10 years ago

“Sheffield - Darnell branch. Manager and staff on bathroom department need customer care training. Manager also needs to take responsibility for items stacked in the wrong place. I bought a wc (3 of them stacked) below a sign that read £87 when I got to the till I was charged £147. I was actually told by the manager when I was looking at them that they were discontinued line hence the price. I bought several other items at the same time and only noticed I had been charged £147 when I got back to my car. I went back into the store the woman on the till couldn't care less. I went back to bathroom dept to query the price. The member of staff shrugged and walked of. I returned everything I had bought. Will I ever shop at B and Quality again. NO WAY.”

Helpful Report

Posted 10 years ago

“Company & staff I dealt with were pathetic , policy on treated customers should be changed, do yourself a favour & shop elsewhere ....”

Helpful Report

Posted 10 years ago

“If I could give no stars I would! I ordered some laminate flooring,underlay, beading and paint (decorating bedroom) online, got a txt to say coming Friday (great up to this point), when it came I was 2 boxes short of laminate and one beading strip was snapped in half and I only had one half in the box! was told to email so rather than waiting I rang, they didn't have a clue why I was 2 boxes short and the paint was being delivered by a different company! And will now have to wait till TUESDAY for the other boxes. I'm doing my room tomorrow and currently sleeping on a mattress downstairs so I won't be doing that till Tuesday!”

Helpful Report

Posted 10 years ago

“Do yourself a favour, buy from somewhere else. Ordered one door on the 15th, chose delivery for the 21st, so far so good. Got a text confirming delivery for the 21st but guess what, 21st came and no door. Tried the customer services number, but they were experiencing 'heavy call volume' so despite my call being 'important to them' I only managed to speak to someone after my 4th attempt. He was was 'very sorry' but as the courier was now closed he could offer no explanation but promised to ring me back the following morning. The following morning rolled round but of course no call was received, so I rang them. Coincidentally they were experiencing 'high call volume' and once again my call 'was important to them', eventually I got through. This time they were 'very sorry' and offered to call their courier.....but the courier was not picking up the phone, so B&Q promised to call me back..........guess what. On the day I ordered a door from B&Q I also ordered a full bathroom suite from a Victoria Plumb (they had got much better reviews, but didn't stock the door I needed), 5 wall panels from Wickes, some plumbing fittings from Screwfix and something else on Amazon. All arrived as promised on the 21st. Fur coat and no Knickers. Is B&Q closing down?”

Helpful Report

Posted 10 years ago

“B&Q is without doubt the most disconnected, disjointed and poorly run organisation. If you want to go an buy an overpriced pot of paint, then head straight to B&Q! If you want to be thoroughly disappointed - then B&Q is for you. If you want common sense, decent customer service and confidence in aftersales, then you really need to go somewhere else! It is just a shame that I can't score them as ZERO!”

Helpful Report

Posted 10 years ago

B&Q is rated 2.2 based on 2,597 reviews