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

Write Your review

Tell us how B&Q made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“I visited the Tunbridge Wells branch today and received great customer service from Gill and Diane “Dee”. They were both so helpful in helping me find what I was looking for, set me up with a B&Q card to get £5 off my shop and took the time to help me find everything I needed. So helpful and really went the extra mile. A credit to the store.”

Helpful Report

Posted 5 years ago

“Probably the worst website in the world!! How many fails can you have when attempting to place an order? 1. "Item not stocked" - change store 2. "2 in stock" - great 3. "Add to basket" - promising 4. "Checkout" - absolutely not going to happen - "problem changing store" "checkout failed" etc...... Whatever action is taken answer; "checkout failed" = absolute garbage once again (this isn't the first time (why did I even try to go back I wonder??))”

Helpful Report

Posted 5 years ago

“Visited the Wakefield branch a week ago to sort items out for my bathroom project. The staff there were absolutely brilliant, they couldn't have been more helpful. A big thank you to Wendi who checked stock and spent time and was very patient to place our order and sort everything out for us. Also Laura with her help in checking on a replacement toilet seat as well, she was most helpful. Luke (trade) was really helpful with find us a radiator that wasn't showing in stock on the computer but went out of his way and checked on the shop floor and found the one we wanted, was very polite, helpful and even carried the item to the car for us. Please could you pass these comments back to the staff mentioned above and acknowledge that my comments have been forwarded. Many thanks”

Helpful Report

Posted 5 years ago

“Re my previous review regarding many problems with the bathroom ordered from Harlow store and the £900 I am still owed. B & Q sent me a cheque as a refund and I drove 20 miles to pay it in. B & Q then cancelled the cheque due to 'the amount of activity on my account '. Still owed over £900. Staff in store and at customer services have all been very polite and helpful but totally useless. It amazes me that a company this size operates with such incompetence.”

Helpful Report

Posted 5 years ago

“Visited Bilston store today trying to find 1 kitchen cupboard door , this was an old range. Yvonne at the design desk was fab. She checked any stock in store, ordered our door, helped us with the carcass and handles. She was a complete star!”

Helpful Report

Posted 5 years ago

“Incredible. Useless. Ordered a bathroom from Harlow store and everything went wrong. Drawings done to wrong size, 2 week delivery promised then told it was 6 weeks. Made to place(and pay for) same products twice. 2 baths on first order. These were cancelled as delivery date too late and never delivered. A credit of over £900 is due and has not been received despite calls to store and customer service. Currently considering legal action. Will never use B & Q again”

Helpful Report

Posted 5 years ago

“I ordered 24 boxes of floor tiles, they were delivered today as expected but only 20 boxes ! One phone call to HQ (after lengthy hold in queue) explained the problem and suggested I would be happy to visit my local store and collect 4 boxes in my car. Another lengthy wait while they phoned the store. Hooray - I just need to go to the customer service desk, state my name and the tiles will be there. Problem 1. CS knew nothing about this on my arrival, eventually found someone who did know and was given 2 boxes. When I asked where the other 2 boxes were, they said they were only told to supply 2 boxes. Problem 2. Manager called for, 'someone' eventually arrived to offer 4 boxes provided I bought them and left the sorting out till later - when I said I had already paid for them they said 'its the best we can do' - I blew my top, left and returned home. Problem 2. Phoned HQ again, another lengthy wait, advised 16 minute wait so I accepted the automated offer of a call back, this, once done would be actioned within 4 hours, so back on the phone again with another lengthy delay. Eventually the call back over rode my phone call and yet another lengthy delay whilst they 'contacted my local store'. The bottom line was 4 boxes were now waiting my return. They were and all sanity has now returned to my household.”

Helpful Report

Posted 5 years ago

“I got the laminates delivered today they left it on the road where there is a heavy traffic. They didn't even left it on the footpath. Horrible DHL truck driver very bad manners.”

Helpful Report

Posted 5 years ago

“Yvonne from Wakefield store was very knowledgeable and gave us lots of advice on our new wardrobes. She created a 3D image of how our wardrobes are going to look once assembled.”

Helpful Report

Posted 5 years ago

“I went to B&Q the one in Liverpool I got hit in the stumic by a member of staff and told to just move A love i wasn't the on blocking his way and on the way out the alarm went off the security opening acustd me of robbing well that's funny because her the reset the security guard soon shut is mouth they need better staff I will not be bothering going to B&Q again in Liverpool”

Helpful Report

Posted 5 years ago

“Called to repair a ceiling where the client attempted DIY repair. He told me b&q advised him after showing them pictures. There were cement fibre boards on the ceiling fixes with 15mm screws. Completely wrong and more expensive. They sold him a rendering float to skim the repair. What a disgraceful service costing the client more money and would not of be able to make the repair based on their advise. Fraud is the only way to discribe their behaviour. Obtaining money by deception. Good Professionals don't go to b&q for a reason”

Helpful Report

Posted 5 years ago

“B&Q Killingbeck Leeds. Absolutely disgusting excuse for customer service, dirty looks and lack of basic customer service skills from both the manager of the store and staff working the tills. Rude and incompetent!”

Helpful Report

Posted 5 years ago

“Amazing customer service! Sharon from the Erdington branch was super helpful and an absolute delight. Made a stressful job easy and went above and beyond. Received all my order on time will defo be going again. Thanks alot”

Helpful Report

Posted 5 years ago

“We put our own b&q kitchen in over a 6mths. Tim & Shelby at ravenside b&q were absolutely brilliant. We are oaps & i am disabled but they talked us through all the things we asked. We are very pleased with the quality of the product and the service we received”

Helpful Report

Posted 5 years ago

“Never ordering from B&Q again. Ordered bedroom furniture and when I did so everything was in stock. A month later my furniture was delivered minus wardrobe doors. After numerous phone calls being fobbed off bu different people, tonnes of empty promises of delivery dates, and the inconvenience of having to take time off work unnecessarily I have now been told the doors won't be delivered till Christmas and even then it's not guaranteed. Everytime I phone customer service I have been on hold for half hour or more. Been told someone will ring back on two occasions and nobody did. I just keep getting apologies and being told they understand. Clearly having no doors is the new in thing. Wouldn't get a car without doors. Avoid avoid avoid not worth it”

Helpful Report

Posted 5 years ago

“Hi if I could I'd say less than 1 star so my problem began when I went to buy flooring on last day of 3 for 2 offer so went in store for advice which I went home and used this info to find floor unwanted it was £36psm and I was told to narrow search this way so I did and yes I got order WRONG as the info in store IS NOTthe same as online online it was £35.30 psm which I missed because of this so I went into store was told should be ok to swap as same cost and BRAND so I called after 40 mins was told they would call back I'm still waiting even after I refunded the money STAY AWAY I was told by customer service that this is common from in store problem POOR NOW HOW HATD WAS IT TO SWAP LAST FOUR NUMBERS ON A BAR CODE TO CORRECT AN ORDER AND help a customer no this is too easy .”

Helpful Report

Posted 5 years ago

“I MADE A PURCHASE OF FLOORING ON 29.10.19.AAND WAS SERVED BY SIMON. HE WAS MOST HELPFUL WITH ADVICE ETC AND VERY POLITE AND EFFICIENT. I COULD NOT FAULT HIM AND OPE HE WILL DO WELL WITH YOUR COMPANY. ALSO TWO WEEKS BEFORE I WAS SERVED BY ROGER AND AMIEE REGARDING THE ABOVE. THEY ALSO WAS HELPFUL AND EFFICIENT. I COULD NOT FAULT THE SERVICE OF THESE THREE PEOPLE.”

Helpful Report

Posted 5 years ago

“Today I was very luckily supported by Deb Palmer from the Lighting Department in B&Q Longwell Green Branch. Lighting purchases are becoming much more complicated with such specific and expensive light bulbs. I was fortunate that Deb took me through the specifications I needed for the bathroom light and then the options bulb type and colour tone. She was bright and cheerful throughout and offered fantastic customer support, to the point that I took her name for this review. I purchased 4 lots of lighting and bulbs and was happy with the help I received, I am completely confident with my purchases. Great Customer Care, Support and real interest in meeting my needs...”

Helpful Report

Posted 5 years ago

“Spent nearly £10k over a few weeks on new kitchen and flooring. 1.7 tonnes delivered in one delivery alone. The deliveries (checked out by the drivers) filled the garage and we couldn't get to most of it until the flooring had been laid. Some fairly crucial bits of our order were missing. 4 trips and so many calls to b and q last weekend should have resolved it. We were left standing in customer services for over 15 minutes on the last trip and no one served us. We were then sent to kitchens and the staff eventually served us (no one else in sight so not sure why we were kept waiting there also.) The kitchen has now started to be fitted and b and q won't deliver the missing items for 2 weeks apparently due to the couriers being all booked. They won't emergency ship out with another firm to correct their error either, nor deliver to a store for collection? Why???? They won't let you complain (had to ask 10 times to speak to a manager when calling in to ask for the delivery to be bought forward) and the managers don't seem to care either (in fact they had the stupidity to ask why we didn't check our order sooner ** couldn't swing a cat** vacated for major renovations** ) ..... our kitchen fitters will have a 2 week wait unless we purchase some of the items from elsewhere Ridiculous... terrible service.... we do not recommend and will certainly be taking our spend elsewhere by voting with our feet.... this has been a farce from start to finish....you should get your acts together!”

Helpful Report

Posted 5 years ago

“Been a regular customer at b and q for years and spent some serious money during that time. I recently bought some outside spotlights that are spiked àr the bottom so they can be inserted into the ground. I purchased these about June/ July of this year and the wiring plan was quite meticulous and time consuming. Anyway, one of the lights has failed, in as much as there is a build up of Moisture inside one of the lights, causing a trip out on the circuitry. My problem is that without proof not purchase b and q will not entertain my complaint going forward. In future, I will photocopy all receipts and hard copy them to my hard drive. Very frustrating b and q!”

Helpful Report

Posted 5 years ago

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