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

“I've been waiting for a refund for over 14 days and keep getting fobbed off will never shop with b&q again”

Posted 8 years ago

“B&Q fitted my kitchen 5 months ago,still trying to get work completed. It's been a nightmare trying to get the work finished to an acceptable standard. Electrics were not installed correctly; tiles left broken and oversized overhanging trims, thick with filler; and sink was leaking. They also charged me for work that was not carried out by the workman, and failed to refund me when I pointed this out.They have failed to assist me to finish my kitchen, they have left a mess and a massive dent in my bank balance. I advise anyone thinking of using the service to reconsider.”

Helpful Report

Posted 8 years ago

“I bought a dimmer switch and had difficulty fitting it, due to its inept design. Then I received an invitation to submit a review of the product, which I did, warts and all. An hour later I received an e-mail from B&Q saying that they could not publish my review, because "it didn't meet their guidelines"! Guidelines which presumably include 'don't say anything critical about our products'. Well, sorry B&Q, you've permanently lost me as a customer and I'll make sure I tell all my friends, colleagues and acquaintances to avoid B&Q too.”

Helpful Report

Posted 8 years ago

“I purchased 3 soft close ' loo' seats in September -costing well over £100 - having just moved house- two were of one type but the third was different and this one has started to corrode on the metal parts and delaminate on the seat itself. This was fitted to a cloakroom so gets very little use. Took it back today (130217)- duly cleaned disinfected and wrapped in cling film- where the Manager 'Chris' at the Camborne Cornwall Branch refused to exchange or refund because I didn't have the receipt (who keeps receipts for everything they purchase ? ) A generally obnoxious attitude -suggesting I could have bought it at a car boot sale! Stated he knew all about the Sale of Goods Act and refused to telephone his Head Office for guidance which I suggested - not his job to phone them! I may not have the receipt but I do have the Credit Card transaction record! Trading Standards next after the formal letter of complaint to the Head Office. What a waste of time simply because of a 'jobsworth'. The good news is that Wickes are nearer!”

Helpful Report

Posted 8 years ago

“poor company customer service”

Helpful Report

Posted 8 years ago

“A boiler was fitted in my 88 year old mothers house in 2013 the boiler keeps breaking down, it was only fitted a week when we had to call out the engineers and this has been the case since and every 3/4 months we have to call out an engineer to fix this boiler. I was told that there must be a leak somewhere so I called in an independent engineer who found 2 couplings loose and tightened them but the boiler is still breaking down, SIME sent out an engineer who took the boiler apart then said that is it fixed and it is still breaking down. I called B&Q today and they said it is SIME to blame, I said this is the last straw only to be hung up on by the B&Q employee. I then spoke to SIME who said it was B&Q's fault, not one of these companies are willing to take the blame and fit a new boiler for an 88 year old woman who has the start of dementia and is often found sitting in her own home in minus temperatures. I might add that B&Q told us the boiler had a 5 year guarantee but SIME said it only had a 2 year guarantee. B&Q say it is a SIME manufacturers fault the manufacturer says it is B&Q fault. I am now looking to get information on all the calls made to these companies to take them to Consumer right.”

Helpful Report

Posted 8 years ago

“Very poor customer service. Bought paint however gad lumps in it. Brought it back and was told they could not find any fault with it. It was witness to be lumpy by 3 people including myself. I was refused a refund however later was to receive a voucher for the cost of the paint this to date has not happened. Very disappointed”

Helpful Report

Posted 8 years ago

“B&Q Scarborough We spent £20k on a new bathroom and kitchen. The bathroom wash to have a walk in shower, splash walling etc. Holes were left in the walls behind the splash walling, trim was left loose, cut crooked, splash panels were chipped on the edges when fitted and just left. Shower pump was leaning against the cupboard wall so sounded like a hammer drill every time someone has a shower. Towel rail was ordered, lost, reordered, out of stock then a different was delivered without elements. Soft close Toilet seat was loose and broke after two days. Grout on the floor was so thin it cracked within 24 hours. We were told we were being picky when we pointed out all of the faults. Took them over two weeks to fit a tiny bathroom, we were overcharged by over a thousand pounds for stuff we didn't order or need, like two showers!! Kitchen had parts missing, parts out of stock. We ordered in November only started fitting it this week! Parts damaged so could not be fitted. Natural wood worktop not oiled underneath has random rough/ untreated bits. Tiling is a joke, cheap plastic trim round the tiles which overhangs, has gaps and is uneven. Grouting is everywhere except between the tiles! Wavey lines, uneven cuts, messy corners, bodged gaps all over the kitechen tiles. Worktop not sealed, sink flexes every time you touch the tap. Waste pipe fitted as water feed to washing machine. Plinths missing, not followed the plans so random gaps between walls and cupboards. Floor is uneven, no edging, skirting ripped out not replaced, wavey cuts and big gaps round edge, can't finish as parts are still missing. House was left like a building site with parts, boxes left all over the house and stairs. I wouldn't touch B&Q with a barge pole we now face weeks of hassle trying to get it put right. We have been left totally deflated and upset at the state of our kitchen and house, we have been ripped off and it looks nothing like we hoped. AVOID AT ALL COSTS!!”

Helpful Report

Posted 8 years ago

“Ordered from website on 18th of January. They can't deliver until 7th February. It is a bathroom cabinet- no more than 8kg and they insist it has to be delivered on a 2 man delivery van!!!! Unacceptable delivery waiting time especially as when I bought the item I was told it would be delivered within a week”

Helpful Report

Posted 8 years ago

“The quality of the overall finish is poor. Sealant coming off after a couple of months and some finishing was just forgotten about. We were charged for a lot that didn't actually need (told that we would be able to claim it back after the fitting was completed). Now we are having to fight to get ANY refund on work that wasn't done - yet we paid for.”

Helpful Report

Posted 8 years ago

“Returned an item on 2nd December. Still waiting for a refund and it is now 20th January. No explanation for the delay other than it being an issue with their IT department. Now ignoring my emails.”

Helpful Report

Posted 8 years ago

“B&Q HomeFit - covering the Harlow, Essex area... wow! What can I say? The most incompetent and unhelpful dept I have ever dealt with... 3 ongoing problems on my kitchen fit and have contacted them numerous times in the past 2 weeks (called everyday this week!!!!) with no call back. With temperatures of -2 and snow, a broken boiler and the cupboard surrounding my boiler not being fitted correctly I am unable to get a plumber to fix my boiler as it will be condemned... a leaking sink and an extrator fan that has never worked! To say I'm frustrated and disappointed is an understatement. Terrible service.”

Helpful Report

Posted 8 years ago

“We had a kitchen contract with B & Q back in summer 2016. They have started in November 2016. The process was horrible from start and yet not finished. The kitchen's measurement was wrong, they also charge us for gas and we have electric hob (they haven't refunded our money yet after numerous requests from us), the cabinet's handles are not straight and there are holes around them, there is a massive gap between the bottom cabinets and plinths, inside some cabinets are poorly installed, there is a massive gap between top cabinets, damages has been to our flooring, washing machine and fridge and when we complained to them, they pulled out the installer and promised us to rectify the issues and send their second installer. They messed us around about two weeks and left us with so much dust and a horrible looking kitchen. After chasing them every day, finally the second installer came around to sort out the issues and every thing was worse than before as apart from the huge gap between plinths and cabinets, the color of the plinths is also different (one ivory and one cream). Then the tiling went wrong. The tiles are uneven (as the space between bottom cabinet and top cabinet wasn’t measured correctly) and the grouting is all over the cabinets, tiles, walls and floors and also tabs. The sink has got paint stain and also scratches. They had to do the second measurement which they haven’t done that. The legs of the bottom cabinet should have been adjusted so there would be no gabs between the plinths and the bottom cabinets. Then the tiling had to be done then the top cabinets. The doors of the cabinets should have been changed due to the poor handles installation which they haven’t done etc. we complained to them and they dismissed our complaint without even seeing our kitchen. We also called customer services on numerous times but no solution and also we had to pay phone bills. We went to the store and asked one of the store’s manager to talk to them (installation team) in order to come and visit our kitchen. Finally, they came around but they ignored most of the facts. We complained to furniture ombudsman and awaiting the process. They ruined our Christmas holiday, put us on tremendous stress, damaged our property, ruined our materials and wasted our time and money.”

Helpful Report

Posted 8 years ago

“We had a kitchen contract with B & Q back in summer 2016. They have started in November 2016. The process was horrible from start and yet not finished. The kitchen's measurement was wrong, they also charge us for gas and we have electric hob (they haven't refunded our money yet after numerous requests from us), the cabinet's handles are not straight and there are holes around them, there is a massive gap between the bottom cabinets and plinths, inside some cabinets are poorly installed, there is a massive gap between top cabinets, damages has been to our flooring, washing machine and fridge and when we complained to them, they pulled out the installer and promised us to rectify the issues and send their second installer. They messed us around about two weeks and left us with so much dust and a horrible looking kitchen. After chasing them every day, finally the second installer came around to sort out the issues and every thing was worse than before as apart from the huge gap between plinths and cabinets, the color of the plinths is also different (one ivory and one cream). Then the tiling went wrong. The tiles are uneven (as the space between bottom cabinet and top cabinet wasn’t measured correctly) and the grouting is all over the cabinets, tiles, walls and floors and also tabs. The sink has got paint stain and also scratches. They had to do the second measurement which they haven’t done that. The legs of the bottom cabinet should have been adjusted so there would be no gabs between the plinths and the bottom cabinets. Then the tiling had to be done then the top cabinets. The doors of the cabinets should have been changed due to the poor handles installation which they haven’t done etc. we complained to them and they dismissed our complaint without even seeing our kitchen. We also called customer services on numerous times but no solution and also we had to pay phone bills. We went to the store and asked one of the store’s manager to talk to them (installation team) in order to come and visit our kitchen. Finally, they came around but they ignored most of the facts. We complained to furniture ombudsman and awaiting the process. They ruined our Christmas holiday, put us on tremendous stress, damaged our property, ruined our materials and wasted our time and money.”

Helpful Report

Posted 8 years ago

“Paid over £6000 for a bathroom to be installed. Fitter did rude gesture to me when I parked my car then knocked on door and apologised. Didn't bring any tools so he disappeared for 2 hours returned. When we mention the ceiling was to be plastered he said he hadn't read the work sheet so hadn't booked one. He told us the plastering would be done near the end of the job. 3 hours later he went home. During those 3 hours he left the front,back door along with the garden gate and she'd door open despite us asking if he could keep the doors closed as we have a dog and there had been some burglarys near by he ignored us. Day 2 he told us we would not have the use of the toilet for 4 days,dedpite us having a disabled child. Contacted the homefit team as we did not have the PROMISED project manager, On the last day he left the bathroom light dangling by its cable and said he didn't have the time to put back. The flooring was uneven and felt like there were holes underneath it. The shower enclosure leaks,the sink plus didn't work. The installer had taken the bathroom door off and cut the top and bottom badly even though it didn't need removing (door was only few months old.) The excuses given are very poor and b+ q Support the installer,even when contractors who have come to do the remedial work have told them the problems were caused by poor instalation. We are about to have a 3rd shower enclosure fitted. Have e mailed there national instalation manager no reply. Beware of using b+q homefit and if you do ask for one of their own installers not a contractor.”

Helpful Report

Posted 8 years ago

“I don't know why I do it get desperate for a plumbing part when will I buy a fitting from here and learn the olives are garbage every time they just won't stop weeping! Now you might think it's me but I'm an air con and commercial engineer! I know what I'm doing! Fool me once etc but yet every 18 months or so I do this to myself I'm a twit”

Helpful Report

Posted 8 years ago

“We paid in Cash Reading store £185_10Deliverycharge for Black Hotpolnt Fridge we told xmas holiday No delivery until 4th jan thats fine Rang 4th Delivery Today was told by B. Q warehouse waited all day up down windows etc im carer for my 82 yrs mum And Hangin round waiting too trying feed my mum looking every for hr B. Q driver this fridge is for my disabled neibourbour 64 yrs being discharged from Hospital this very important for carer to feed etc my phone call next day 5th jan askwere is Delivery on fridge she said out of stock said what i was fuming wai Iting home 24hrs for driver not coming at all no phone calls so fuming madly my point is met lovely woman staff called Juliie my Problem this black fridged paid not in stock she phoned head office still hr in store got full Refund Juli was Polite VERY CARING UNDERSTSNDING ! Plz ! Keep these Staff SHe Should Get Bonus For getting B. Q out Of Hot water As customer i wil come back for my Products thanx for julie Staff Dedicated Help for my Refund to Tara aswell who signed money out Marc P. S Brought cheaper Black fridge next door Currys Took AWay marc”

Helpful Report

Posted 8 years ago

“Spent £400 in B & Q, got 3 sliding mirrored doors reduced to £15 each because they were end of line. Left them with customer service until the next day when we had a van, went to load them in to van and noticed that 2 of the 3 mirrors had been cracked, took the trolley back in to the store to say that it appears they have been broken whilst stored for us and Cheltenham Store Manager Steve Chandler offered a refund which was ok but because it wasn't our fault and broken in their care I wanted a replacement. The next day I emailed customer service about my order and received the reply back from them that included Steve Chandlers reply to them accusing us of breaking the product even though all we did was wheel it to the van and noticed the breaks when we went to move them, he said no one in that 24 hours in customer service touched to trolley, I'm amazed he didn't have anything better to do other than watch my trolley for 24 hours!! as directly quoted from his email which I don't think I should have seen: "I dealt with this last night. The doors were kept safely in our click & collect bay and had not been moved in between the customers visits. The damage was not identified until the customer had taken the doors out of the store so my suspicion was they could have damaged them whilst trying to load them, of course I could not prove this so gave the customer the benefit of doubt, I was not prepared to give brand new doors and as there was no direct replacement, I do not feel we have breached any consumer contract and will offer no further compensation from store" Wow what great customer service and B &Q Cheltenham must be so proud to have such a great leader at their store!!!”

Helpful Report

Posted 8 years ago

“our handyman ordered 2 drawers from the scarborough store, which were to be delivered, to him by all accounts! 4 days after the order failed to turn up the local store was unable to find his order and the van delivery driver couldn't tell them where he had put the order. our handyman has been in to the local store cancelled his order, gone round the store to find that the items he wanted are IN THE STORE. not only that - the 2 boxes he has picked off the shelf both have his own name on them...Don't expect this to be unusual for the b and q store. using intelligence isn't what this store is about. being stupid/thick/inept seems to be the norm for the scarborough area”

Helpful Report

Posted 9 years ago

“i was shopping at b and q and one of the staff started shouting at my son because he hit him. it was disgraceful.”

Helpful Report

Posted 9 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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