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

“they not gud mannn”

Posted 9 years ago

“I placed an order for some sliding wardrobe doors mid October 2016 and upoun receiving that order, I decided I wanted to exchange one of the doors with a different model. It's been almost 2 months and I still haven't received the new door. Though I was promised I would receive a call back on numerous occasions, that never happened. I was quite diligent and called them myself - I probably spent around 10 hours on the phone with them up till now. At no point did I receive a clear explanation on what the issue with my exchange was. They did, however, make sure to pick up the door I wanted to exchange promptly. That left me with my money spent and no door for about 1.5 months. I ended up cancelling my original exchange request and placing a new order for the door I wanted to receive, at which point I also requested to be compensated for having to wait for so long for a product, as well as for the fact that B&Q felt it was in any way acceptable to keep both my money and my product for so long, not to mention for the ungodly amount of time I wasted trying to call them and sort out the issue. I was passed around like a hot potato from person to person, in total 5 people. They all told me they were either not in a position to offer me anything, but that the person they'd put me through to would, or that the most they can do is offer me a £25 voucher as a good will gesture. To put this into context, this voucher was about 10% of the original value of my order. All in all, I have to say I was appalled by B&Q's services and processes and their level of customer care. I will definitely go out of my way to not have to deal with them again.”

Helpful Report

Posted 9 years ago

“We're in the middle of a 'Homefit' of 3 bathrooms - Our journey started in June 2016 and throughout we sought assurance from B&Q that our rooms could be completed by 3/12, when we have 16 people coming to stay from all over the UK and overseas. "Oh yes, plenty of time", they said in June when they estimated the cost, and again in July when we checked again it would be finished in time before paying (and again as recently as 31/10). Friday 27/10, the working day before the job was due to start and after products had already been delivered, we got a call in the afternoon saying the installer had just made contact to say he couldn't start the job, so they would have to find another. We had time booked off work, dog in kennels, the lot. The area manager apparently then worked a miracle and found another installer who could start on 9/11. Long story short, since 9/11 a single fitter has been here only 7 days (well not even full days) and boy had B&Q and that area manager lied to us. Paperwork stuck to products proved that when stock was picked, the fit date was already set as 14/11, so they knew our job wasn't starting on 31/10 well before the 27/10 when they bothered to tell us. Anyway it's gone from lie to disaster, our guests are due this Friday and we won't even have one bathroom finished. As for project management, we've had to do it - chasing round after missing stock, making them re-do pipes that they put in the wrong wall, and so on. The 'Trusted Trader' contracting firm doing the work has actually sub-contracted the work to other sole traders - and we've not even seen the guy who has the 'Trusted Trader' status! The fitter we see most seems really decent but we think he's probably having to fit other jobs around ours - existing jobs he had booked for himself. Now we've been told 20 boxes of tiles for one of the bathrooms are not available and we have to choose something else (but apparently they'll refund us the original cost if we can't find anything else suitable at B&Q so we can buy from elsewhere [hmm B&Q, however we source our tiles, we're not paying a penny extra - B&Q WILL be paying for any financial loss we suffer because of their negligence]). Plus we suspect we're due the same story about radiators that we paid for 4 months ago. When we went to track down a bath tap yesterday, a guy in the B&Q showroom said that somebody 'high-up' is sorting out the widespread missing product problem. He explained they own Screwfit, or it's the same group, and although Screwfit deliver many of the products on time into a 'holding' warehouse, by the time delivery to the customer arrives, half of it (like expensive taps and so on) have gone walkabouts! We didn't even think to look at reviews online; I think we were just blinded by the propaganda that's all over the promotional material about, "Which Trusted Trader" and the assumption that a large brand like B&Q is going to be OK, but how wrong we were. We're just at the start of this nightmare really...we know we probably have much worse to come...but please let this be a lesson. Don't touch B&Q Homefit with a bargepole. And know your rights as a consumer - the law won't allow them to ride roughshod over you, no matter what their contract might say. And remember what they said to you - after you pay the £50 for the survey, at which time the surveyor checks the site against the estimate and can go back to B&Q and raise any issues, the price cannot change afterwards - so if like us (as an example) they charge you £167 to install an extractor fan, but forgot to add the actual extractor fan to the stock list, then that's on them, not you. Back soon...or maybe it'll be next summer by the time they finish!”

Helpful Report

Posted 9 years ago

“Selling Products online which they didn't have. I am horrified how the B&Q company can sell a product online and then 4 days later call you and tell you they don't have it anymore, however they have already taken your money. It then takes 2 weeks for them to get it back to you and they don't even offer a substitute. Unlike most small companies operating on Ebay etc.if they sold a product they didn't have in stock Ebay would BAN them from trading on Ebay. B&Q don't even seem to care. They even quoted the wrong delivery day for the rest of my purchases and then blamed their delivery supplier. They don't take responsibility for anything. I will not be using them again and recommend other people think twice before buying from them especially online.”

Helpful Report

Posted 9 years ago

“We had a b& q bathroom fitted.items ordered by us through the store did not turn up.the Oldham store lied throughout fitting .the home fit team lied throughout fitting.blaming each other .accusing each other of ignoring each other.the price went up as we had to pay for things that were originally included in price.the gaurantee is not worth the price of the paper it is written on.they still have not completed the bathroom after seven weeks.its a shame really as the fitters did a really good job and they were stuck in the middle.avoid them at all cost.they are a total and utter disgrace.”

Helpful Report

Posted 9 years ago

“Ordered a garage door and was told it would be delivered within 21 days - 35 days later I'm still waiting. Have chased and was told that I needed to contact their supplier myself! What's the point in B & Q Customer Service if I have to do it myself? Also ordered an electronic garage door opening kit and was told I would receive a phone call within 48 hours and that the whole item would be delivered within 10 days - that was 21 days ago and not even had the promised phone call yet. Shocking service.”

Helpful Report

Posted 9 years ago

“Having had a delivery of a full bedroom suite delivered by an extremely rude delivery man and no notification it was arriving, it was delivered mangled with every corner damaged on the units. A 20 minute wait in a queue on the phone to B & Q yesterday resulted in a full refund being requested and a return phone call promised when order showed as closed. Reach today, another 20 minute wait to get through to someone and to be told nothing has been done yet and no refund issued and no pick up date for damaged goods !!! These goods are now outside as I have no room to store inside for a lengthy period !!!! Disgraceful service, with an "I don't care " attitude !!!!! Never ever again will I use this company £400 out of pocket, mangled units and no resolution!!!! This is your problem B & Q SORT IT OUT IT WILL NOT JUST GO AWAY, I AM NOT PAYING £400 FOR DAMAGED GOODS AND THEN BEING SADDLED WITH THEM !!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Ordered a kitchen online, no confirmation received so rang customer services who told me the order had not been placed, ordered it again and then found that they had charged me twice, many phone calls and emails later I eventually got a part refund for each order and they withheld twenty pounds from each order, fighting to try and get that back now. They told me there is not point emailing customer services as they don't get the emails.”

Helpful Report

Posted 9 years ago

“Item not delivered when told by B&Q it would, 2hr 47 minutes in total on the phone and no answer from one of there operators. Absolutely disgusting service, will never use them again. out of pocket as the item was required to finish a job that day.”

Helpful Report

Posted 9 years ago

“Don't bother with click and collect... went to collect item and it was not received by store... they said "oh yeah" we've had lots of problems recently"... not that they bothered to tell me before I drove to the store. In store of course no-one could help and gave me a person's name to call back. Called back next day and put on hold 5 mins and then someone tells me the person is on holiday. Go on hold again and eventually am cit off. Call again and eventually someone tells me that they can't help with web orders and that no they won't deliver to me f.o.c. having wasted my time going to store the day before.”

Helpful Report

Posted 9 years ago

“Cost are high but as I'm a person of consistency I have always used bnq I use my card details to purchase things but today was turned away told its policy I would accept this but I have always done I can even prove it if bnq wish to challenge it I run my own business and spend a lot with bnq I would not step foot in a bnq again I'm very disappointed”

Helpful Report

Posted 9 years ago

“on the 23rd of May i made an order online worth £163.00 for a click and collect from the Greenwich store, however when i went to collect it next week there were items missing (5 boxes Form beige storage box and a Floor lamp) total of £80.00. No one knew where they were or why they were missing, then they told me that they can't give me a refund as it needs to go through a different team, after speaking to one of the managers at the store and waiting for over 1 hour to get this resolved i was told that i they will call me in 2 days to confirm the refund as it needs to be done by DIY.com not them. That was not true and i was informed as they could've simply issued the refund then and there. They are quick to take your money but when they should give you your money back they make you go through hell to go YOUR OWN MONEY back. after that i received a call 3 days later, and a lady from the store told me they are still "investigating" and that she needs to get back to me in two days. she never did! and then i had to call the store 5 times in a period of 8 weeks. They refused to issue the refund, making all sorts of excuses (system not working, not their job to do it, they are switching systems and can't do it now). Then i was told that the refund would be issued in 5 working days, two weeks later still they haven't sent my money, so after they put me through the wringer I've i asked to speak to a manager at Greenwich store, who said it's not their job to issue the refund and i should speak to customer service and when i asked why i was misinformed and made to make over 6 calls in a period of 2 months her simply said: that's not his problem and was extremely rude to me. when i challenged him about the way i was treated he hung up on me. i then decided to call customer service and thought they might be able to help in end of June/ beginning of july. After holding on the line for an hour and being transferred from one person to the other, and after employees spoke to their manager and to the store i was finally told that the refund will be with me within 5 working days (again) and assured me this time it will be refunded on time. This never happened. it's been over 6 weeks now and they still haven't sent me my money back! how long does it take to issue a refund?? this is completely unacceptable way to treat a costumer and it breaches the contract of refunds which clearly states that it should not take longer than 2 weeks in exceptional circumstances. I’ve simply had enough with big companies like B&Q treating costumers as they wish and not being held accountable for anything or being obliged to follow trade regulation. What they did is simply theft!”

Helpful Report

Posted 9 years ago

“I have ordered online artificial grass on 20th June and I am still waiting for delivery. No one from B&Q call you and let you know the status. Last one week their system is down and no one can tell me what's happening with my order. Horrible experience. Stay away from B&Q online shopping.”

Helpful Report

Posted 9 years ago

“I ordered a radiator cover on line from B&Q, the item arrived and it happened to be too big measurements were incorrect. I had to make several calls before i could arrange for the item to be returned. Even then when you ring the telephone No it has no option to go through to the returns department so you have to speak to someone in order section. After two weeks of chasing the returns department they eventually arrange a date for collection. However the refund was not made into my account as promised within 5 working days. It has been over a month and I am still waiting for the refund and almost 6 calls and several emails to B&Q I am non the wiser. I have been told the new system is the cause of the delay but no manager is willing to speak to me and I have spent several mornings calling the customer service trying to establish where my refund is. I would not recommend purchasing anything on line with B&Q only because if you wish to return you will not be able to do this with ease!! and there is no chance of refund”

Helpful Report

Posted 9 years ago

“bought a Mira shower from b&q hull plumber fitted it and it worked for two showers. Tried to use it again and it wouldn't work so the plumber took it back to the store. They said it was nothing to do with them they were only selling them for Mira. Unfortunately for us they didn't say that when they took the £258.00 of us Disgusting service won't get no more of our custom”

Helpful Report

Posted 10 years ago

“Ordered a fire suite last Wednesday. Received a text message this Monday to say delivery scheduled between 1&3 Tuesday. Phoned store at 3 to make sure it was being delivered that day, I was told it was scheduled. At 6 o'clock I rang again to be told there had been problems but I could still get my fire delivered up to 8 o'clock. This morning at 9 o'clock I rang the delivery department, the guy said he couldn't find any record of my order but he'd find out about it and get back to me. At 10 o'clock two of my friends went to the store on my behalf to see what was going on. I then got a call from a b&q employee to tell me that the said item did not exist yet in the u k. I was flabbergasted and not very happy to say the least. She said all they could do was refund my money which would be back in my bank within the next five days. I really hope that it is!!! I'll never buy anything from there again.”

Helpful Report

Posted 10 years ago

“Ordered a fire suite last Wednesday. Received a text message this Monday to say delivery scheduled between 1&3 Tuesday. Phoned store at 3 to make sure it was being delivered that day, I was told it was scheduled. At 6 o'clock I rang again to be told there had been problems but I could still get my fire delivered up to 8 o'clock. This morning at 9 o'clock I rang the delivery department, the guy said he couldn't find any record of my order but he'd find out about it and get back to me. At 10 o'clock two of my friends went to the store on my behalf to see what was going on. I then got a call from a b&q employee to tell me that the said item did not exist yet in the u k. I was flabbergasted and not very happy to say the least. She said all they could do was refund my money which would be back in my bank within the next five days. I really hope that it is!!! I'll never buy anything from there again.”

Helpful Report

Posted 10 years ago

“Hi It is now 6pm and no home fit guy B & Q have some serious problems 6 weeks ago a dreamed of my bathrooms being changed to a hotel high end spa look I had chosen B & Q because they fitted my kitchen (Which I may add has had problem floor tiles lifting cooker never worked from day one as filling the house with smoke and the under counter lighting packed up to find the wires are held together with electrical tape and the sealant on my quartz worktop as just disappeared over time) and tried to replace the oven with currys and the would not touch it as wired up wrong so the took my new oven back with them So I thought no I will try b & q again and pay for my kitchen repairs and 2 bathrooms and cloakroom costing around 27k 1) so I tried to book a home consolation via web site would not work 2) so I emailed customer service who said the had booked some one to come out 3) so that day came no one arrived phoned customer service to be told no one had booked it with the store 4) after much phoning I had some one that day (called Pat just to point out he a credit it you I may offer him a job at my store ) 5) so I informed pat of what I wanted and he designed the space as requested 6) I could not view the 3D plans as your web site is not Windows 10 compatible 7) so went to the store to see PAT I offer to pay the 27k there and then but was told we need to book home fit team to asses the job this would cost 100 so payment taken 8) Told some one would contact me so message left to phone the fitting I tried to contact the guy over 4 days and spent over 3hours trying to get hold of him but just kept ringing so another email was sent 9) Last Monday another one of the homefit team left message and I phoned him we arranged for the following Wednesday as he would be in Milton Keynes then so booked for 3.30-4.30 10) Yet again no one turned up this is now true incompetence as not even a phone call to say sorry 11) I will be sending his letter to you CEOs as I am sure he would love to know what poor service his team are giving and in this day and age 27k being spent in one transaction is not how I should be treated So please refund my 100 pound I will book another company to install my bathrooms and have better customer service and value they customers Mr Graham Gillard Sent from my iPad On 29 Sep 2015, at 19:45, MKN897, Showrooms R <MKN897.Showrooms@b-and-q.co.uk> wrote: Hello Mr Gillard Sorry to bother you but I think I have an incorrect phone number for you. I know you are having your survey`s on Wednesday 30/09/15 and would like to book your second appointment with Pat to finalise on the project. Would you please either contact myself or Pat regarding this. Martin Middlemiss Pat Fitzsimons Many thanks Martin Middlemiss B&Q Showrooms Milton Keynes <image001.png><image002.png> B&Q KBBi Team Milton Keynes Store: 01908 698400 ---------- B&Q plc Registered Office: B&Q House, Chestnut Avenue, Chandlers Ford, Eastleigh, Hampshire, SO53 3LE Buy Online NOW at www.diy.com or follow B&Q on Facebook www.facebook.com/bandq, Twitter www.twitter.com/bandq or YouTube www.youtube.com/bandq Registered in England, Number 973387 This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your co-operation..”

Helpful Report

Posted 10 years ago

“My son ordered a kitchen from B&Q. Order came on a saturday, great BUT 1 item was missing which was booked in for tuesday 29th September. So my husband drove from stafordshire at 5.00am to take in the delivery. NOTHING CAME and he got back home at 8.00pm. I called B&Q and was given (mentioned in another review) 2 incorrect telephone numbers. Now I have a text message to say that the item is coming on friday 2nd October. Oh, Joy got to travel to Oxfordshire again.”

Helpful Report

Posted 10 years ago

“I have shopped in B&Q in craigavon from it opened, the staff used to be so nice but this past year or so they have a couldn't care less attitude and just Saturday passed i was cut off because i brought back a hose pipe that was useless ( i had a receipt ) I was made out to be a liar that it kinked so i said i wouldst shop there again and no surprise i saw on the news tonight its closing , well it wont be missed as far as im concerned”

Helpful Report

Posted 10 years ago

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 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

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