B&Q Reviews

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

2.2 Rating 2,632 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,632 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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

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

“I ordered a bath off B&Q website, spoke to an advisor and was assured I needed a RH bath, so this order was placed and sorted, delivered after a few days...however the bath they ordered was not what I expected of a RH bath; I sent photos in and asked for the opposite to be delivered...after a few more days the WRONG BATH was delivered again, regardless of seeing the photos they sent the same one out again! After speaking to 5 different advisors I was then advised that B&Q are opposite to everyone else and I actually need a LH bath; so they told me it would take a week to get this rectified and sent out which was just unacceptable! Most advisors were clueless! very unhelpful! Disgraced at B&Q! DO NOT RECOMMEND! STAY AWAY!”

Helpful Report

Posted 7 years ago

“ordered online a hedge trimmer, next day delivery was free, text sent hour before delivery. thought this was great. Delivery arrives no text, asked about the text, 'don't do that mate' and handed me a box with a shower, when I said ordered a hedge trimmer he simply took it back and drove off. Have emailed 3 times in 3 days no reply no hedge trimmer. Don't deal with these people. Off to trading standards.”

Helpful Report

Posted 7 years ago

“Do not buy akitchen from B&Q go elsewhere, after 6 wks still waiting for parts to be delivered. Incomplete order from the start which delayed fitters carrying on fitting kitchen. The hassle phone calls visits to the store trying to get the job finished has been so stressful but nobody from B & Q gives a dam. We were told half our order had been given to someone else, then we were told it was out of stock from Customer Service. Order numbers dont match products it has been a complete disaster cant stress enough do not buy from B & Q warrington its cost us so much in telephone calls, trips to B & Q and paying for joiners time lost beause of no delivery if kitchen. You cant speak to a manager, just Customer services who are hopeless!!!!!”

Helpful Report

Posted 7 years ago

“After ordering a bulk order which you state arrives the following day, I find out that my order will actually take 8 days to be delivered even though it is in stock. Very poor service after phoning 3 times to speak to someone then finding out that your order will take this long. Wish I had spent my money elsewhere which actually has a good customer service and good delivery options. POOR SERVICE!!!!”

Helpful Report

Posted 7 years ago

“If I could give 0 I would. This is aimed at the HOMEFIT SERVICE! NEVER USE THEIR HOMEFIT SERVICE! UNBELIEVABLY DISGUSTING AND HORRENDOUS BEHAVIOUR BY THEIR STAFF. MY REQUESTS FOR REPAIRS HAVE NEVER BEEN LOGGED IN THEIR SYSTEM AS WELL AS THE VISIT FROM NAVAL (A MANAGER) WHO INSPECTED OUR BATHROOM AND TOOK PHOTOS. THEY PUT DOWN THE PHONE ON PURPOSE OVER 5 TIMES TO A CANCER PATIENT. THEY ARE DISGUSTING STAFF AND TAKE YOUR MONEY. WE WILL BE TAKING THIS FURTHER! ABSOLUTE DISCRIMINATION AND BREACH OF CONTRACT. DON'T EVER USE THEIR SERVICE!”

Helpful Report

Posted 7 years ago

“I was in my local branch in Grest Yarmouth, my mum who is in her 60's needed assistance in the garden centre, she asked at the customer service and a call was put out, but after 10 minutes we gave up, walked from the garden centre into the store and there were four members of staff stood chatting, when I did get near, as I thought they may have been looking for us, they all walked away, not a happy customer at all and very disappointed.”

Helpful Report

Posted 7 years ago

“My local branch must have staff that have the lowest moral I have come across. You ask for assistance at the customer service desk they radio for help after fully 10 mins and no help, I left. On another occasion I asked about a plumbing part from a male member of staff, the response I got was if we have anything they’ll be over there but he did not make any effort to assist. This is typical of the Cumbernauld branch”

Helpful Report

Posted 7 years ago

“Shocking. Order didn't arrive and no one seemed to know exactly what had happened. I paid for a next day Sunday delivery and the order took 4 days. They kept telling me it would arrive and wasted my time and cost me money with a decorator waiting around. Won't use again. They even tried to hold off on my refund whilst the goods were an route back to them with the courier.”

Helpful Report

Posted 7 years ago

“2 out of 4 radiators I received were damaged on delivery. The delivery man literally chucked them out of the van, dragged them across my patio and as a result damaged 2 out of 4 with dents and severe damage on one. The delivery man would not take them back. I called B and Q customer service and explained and they insisted it was my fault that I didn't return them back with the driver when they very well know that THEIR policy is to arrange returns. The lady on the phone loudly shouted at me, repeatably telling me it "IT IS YOUR FAULT" and these are the exact words she used. I maintained calm and polite but was really upset. They finally offered an exchange but the item is out of stock. I am left with extra plumbing costs as I have to bring in the plumber in again to install the replacement, and now I have to choose another radiator which won't match the one I already have installed in the living room. I asked to speak to the manager and was not allowed to talk to the manager because the manager "is busy managing the team" was the excuse I was given. They manager via the customer service assistant offered £35 off a damaged £235 radiator or nothing. The service is disgrace and the worst I have ever experienced. A horrible experience.”

Helpful Report

Posted 7 years ago

“Stood at Enfield branch for an hour at tradepoint and still no one on the order point not bothering now shall go elsewhere from now on if i treated my customers like this i wouldnt have a buissiness”

Helpful Report

Posted 7 years ago

“DONT USE CLICK & COLLECT SERVICE. Website says things are in stock.. you pay £100`s for these items.. then they email you saying actually there is no stock, but we`ll keep your money for 5 days.. They are earning a fortune doing this to people on interest”

Helpful Report

Posted 7 years ago

“I put an order on the 8th of June for bulk delivery. The date for stock to be delivered was 19th so we prepared everything to take that massive amount of stock into our garden. Unfortunately on the 19th only one small package came in. We contacted customer service to find out whats going on - we were told that the rest of order did not come through the system however they took money for that. The delivery was re-arranged for the 21st and we were sent as well a text message a day before confirming delivery time slot. Again, we moved everything to take stock in and again it did not arrive. Trying to contact their customer support we were put on hold many times, waiting for somebody to explain what is going on. Again, somebody said that there was a system failure and order need to be booked in manually. We have lost our holiday taken especially to do our garden project. Disgrace and waste of time. We cancelled order and asked for the refund - we will see how that goes taking into account problems we already had.”

Helpful Report

Posted 7 years ago

“No staff on the shop floor. Wrong prices registered at checkout. Stock very low. Woman on previous checkout closed the checkout in front of me without even speaking to me and then she walked away. Had to request help on next self-checkout. None was offered me although I am a woman and 67 years old. When I pointed out a discrepancy on the checkout price, I just received a shrug, so gave up and paid anyway. In 15 years of using B&Q, I have never received such shoddy treatment. Would have preferred to give 0 stars, but option not there”

Helpful Report

Posted 7 years ago

“Popped in to kidderminster branch to purchase some turf. Only 2 tills open and at least 30 people in each queue. The pensioner serving on the till i was waiting to get to had an issue with his till. He put out 4 calls for help even asking for a duty manager assistance which were all in vain. The queues by this time resembled a football terrace . No wonder british shops are closing. I could have grown grass from seed quicker. Will be going to Home base next time”

Helpful Report

Posted 7 years ago

“same as below if there was a no star option i would have chosen that...Must have made over 30 phone calls and have the call log to prove this...They sent us a text to say delivery on thursday my girlfreind booked the day off work and nothing after more phone calls and being promised somebody would ring us back 3 times it was finally delivered saturday morning..Absolutly shocking service even there own fitter had been trying to chase it up and said somebody had been lieing ..Hardly fills me with confidence them coming to fit it today after the experience so far...if it hadnt been this far down the line id have binnned the whole order...Shocking..”

Helpful Report

Posted 7 years ago

“Only giving One Star because the option of no Stars isn't possible. Worst customer service I have ever experienced. B&Q delivered damaged goods that weren't fit for purpose and couldn't of cared less. One item was missing completely. Totally uninterested and unhelpful. They clearly don't have any customer service training. Will never buy anything from B&Q again.”

Helpful Report

Posted 7 years ago

“Delivery agreed, times changed twice, then delivery left vm to say delivery won’t be made. Phoned numerous departments as we have a fitter booked. No help what so ever from b&q Cardiff gate or their vender.. wouldn’t purchase a paint brush from me them!!! Disgraceful service”

Helpful Report

Posted 7 years ago

“Went to the store and waited to be seen by the staff who arranged an appointment for a home visit as wanted a new kitchen and bathroom, the morning of appointment, due at 10am they phoned at 9:30 and said they won’t be coming and they will phone me back with another appointment but they never did, I’m disabled so took a lot for me to be up and ready for that time, there loss of al T of money I will take elsewhere no wonder companies go to pot.”

Helpful Report

Posted 7 years ago

“Do not order anything for home delivery. The following refers to Ilford branch. 1. Bathroom tiles to be delivered after 8am we left in back garden at about 7.20am when no one at the house. We did not notice delivery until the afternoon when we contacted the company to find out when being delivered. 2. Interior doors left supplier and disappeared without trace. Money refunded but told we would have to reorder. Did not bother. 3. Wood flooring not delivered on the Friday it was due as order not properly processed. New date arranged for following Monday between 10am and 12 noon. No delivery during that time and when contacted was told it was out for delivery by contractor who could not be contacted. Not until after 5pm did we find out the order was still in the warehouse. Finally delivered yesterday but delivery men refused to bring into house as per the B & Q commitment. My wife was told one of the men was only the driver and the other said items too heavy to carry. Boxes left on driveway and myself and builder had to carry in when I got home from work.”

Helpful Report

Posted 7 years ago

“I was in cumbernauld branch on Monday i was buying some plants. The plants i was buying were really dried out, when i spoke to the checkout woman she said they just need some TLC.. she (an old woman did not get her nane) charged me full price for inferior goods....she had no customer skills was not a people person at all. I will not be buying from B and Q anytime soon because of her attitude....i think you should be focusing on your staff training. I wad in store at 14.57. Receipt no 248420”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,632 reviews