B&Q Reviews

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

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 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

“am absolutely disgusted with your customer service. I ordered some composite decking on 20th may and your website said 4 days to deliver. 21st i received an acknowledgement. 23rd i had a text from dx delivery informing me that the delivery would be 24th morning. then had to make arrangements for someone to be in to sign. 24th may at 12.10 i had a text from dx to say the order had been delayed and they would contact me with a new delivery. When i visited scunthorpe store the assistant told me the order had been received at the wrong depot. I sent an email to a Ben in customer services who told me that the order would then be sent out 30th May in the morning. Incidently, I required the product to complete a project bank holiday weekend for a party on the monday. So today, NO ORDER DELIVERED AGAIN!!! I went into the store and spent an hour listening to the idle chit chat of 2 assistants complaining of dx delivery. They told me that the consignment was damaged! So to summarise 1/ 2 failed deliveries 2/ 3 reasons for non delivery, wrong depot, out of stock and damaged in transit. 3/ I am a gardener by trade. If I had ordered this for my customer I would probably have lost the contract down to your incompetence. no replies to 3 emails mrs Lindley”

Helpful Report

Posted 7 years ago

“Am a holder of a Diamond Club discount card. Read t&c's which says 10% discount applies to items available to take home (i.e. available in store) . This was confirmed by the sales assistant..Bought a shower door plus vinyl flooring total cost c£380. On paying expected a discount of £38. Actual discount was £9. Discount was not applicable to shower door even though this was a store stocked item. At best this is poorly worded t&c's and poorly trained staff or simply a con.”

Helpful Report

Posted 7 years ago

“Hated giving this company even one star!girls in store were fantastic but 5 attempts to deliver kitchen and no show booked annual leave on 2 ocassions no email no contact to say they wernt coming. Waited in all day again for kitchen handles and yet again no show and carpenter coming back in morning for 4th time and im dreading telling him still waiting! Disgusting really would never order anything again!”

Helpful Report

Posted 7 years ago

“Wanted to Place an order for over £400 for delivery only to be told that we would need to order more bulk items i.e sand or hardcore as we could only have delivery if bulk items were over £100. We were told the stone flags we were also ordering didn't class as bulk items as they came from somewhere else. We were told this was to make it worth while sending a van out. I would have thought that us being regular customers and paying extra for the delivery it would have been worth the custom, obviously NOT. We have ordered the said goods else where with delivery for a much cheaper price.”

Helpful Report

Posted 7 years ago

“We purchased a kitchen from B and Q homefit Do not as, once you have paid in store the stress begins. Wrong items were delivered when we re ordered the correct items we were told by homefit that they would arrive on a Tuesday, however when they failed to turn up were told it would be Saturday. The fitter is supposed to have completed Thursday before the delivery of the handles, now saturday. He will not be able to complete his job and it delays his payment for his work all at the hands of homefit management. communication with B and Q homefit is virtually nil. They can not even get my phone number correct. If you complain to homefit they are so rude they talk over the top of you Disgraceful attitudes and very poor communication. Once you you ave paid you become a name that they no longer are interested in.”

Helpful Report

Posted 7 years ago

“Saturday delivery booked as signature required. Ordered a huge shed, cut holiday short to be home to sign for it and it was a suprise gift for my husband's birthday. Delivery company called 45 mins into delivery slot to say it wasn't coming due to lack of driver! They had rearranged for Monday when no one will be in hence Saturday requested. They can't rearrange for next weekend, they can't deliver today and they didn't care. Do you have a safe place to leave it they asked...its a bloody great Shed!. Called b&q to cancel order as everything was now ruined. Can't it be left with a neighbour they asked...oh yes coz they have space for a huge Shed!!!!! Never again!! Plus I have to wait another week for the refund! My parents and neighbour next door but one were going to buy theirs here too but not any more. We are all looking elsewhere! Well done B&Q way to loose business. Forest delivery...avoid any company that use them”

Helpful Report

Posted 7 years ago

“If it was possible to leave no stars at all I would. Terrible experience with order and delivery. They had 6 weeks to plan the delivery but made no fewer than 5 mistakes with the order. I had to wait days between for correction of the mistakes, In one instance 1 week. No one in B and Q was able to take ownership of the problem. No one knew why the mistakes kept happening. All they seem to be able to do was apologize. I could't even get direct number or anyone to pass on my concerns to. Oh how I wish I checked their reviews before ordering. Do not make the mistake of buying anything you can not immediately check and carry away. They are not professional at all and extremely incompetent in my view.”

Helpful Report

Posted 7 years ago

“If you are thinking about getting your kitchen from b&q think again. It has been a nightmare. Told us we wouldn't get our oven until 7months time when kitchen was already delivered then we had to get a different oven. Had to go down to the warrington store because we were getting ignored over the phone. Than the fridge-freezer came we plugged it in and we found out its not frost free what we asked for now they are saying we can not exchange it so we are stuck with a fridge-freezer that we don't want and my kitchen is incomplete because I cant fit the doors to the wrong fridge-freezer so we are going to be out of packet now. Bad customer service”

Helpful Report

Posted 7 years ago

“Dreadful customer service. Take ages to reply to e-mails, or more often than not, simply ignore them. Will never shop in B&Q again.”

Helpful Report

Posted 7 years ago

“Shocking service by the homfit team. Twice cancelled installation dates. Then random working paterns. Most important he left our house with exposed sockets to start work in another kitchen because his manager said he had To stat it by a certain date. This is extremely dangerous.”

Helpful Report

Posted 7 years ago

“It’s company policy is to blame their customers when the handles unclip from their own brand paint, which then falls and sprays said paint over customers shoes and car. They take no responsibility and head office state it is customers error and refers you to their ONLINE terms and conditions. Rude management in their Torquay store. Be careful and don’t use the flimsy handles on their own brand paint!”

Helpful Report

Posted 7 years ago

“Cannot believe how different the online service and delivery service is to excellent in store service . We are still waiting for final part of garden set - 3 deliveries and 3 weeks after it was promised - they say they are sorry but don’t do anything to put it right - need to pull their socks up - appalling customer experience.”

Helpful Report

Posted 7 years ago

“Recently had a new bathroom installed. Contractors started late & job dragged on for 11 weeks. Pleased with end result but not the time & aggravation involved. Have given 1 star for the folks at the homefit centre.”

Helpful Report

Posted 7 years ago

“What didn't go wrong , didn't deliver on the agreed date , parts missing so my fitters couldn't finish the kitchen , a second hand oven which had being 're boxed was delivered instead of a new one , I was told I was going to get compensation and the escalation compensation team were on the case never heard anything off them , my kitchen wasn't completed for 5 weeks and latest is we asked the store to pay the initial offer of £300 because the was no contact at all and we were so fed up and now I haven't heard off the store , so today have filled out the form for the small claims court and will send it the end of the week , the nightmare continues.”

Helpful Report

Posted 7 years ago

“I bought some lawn turf on Friday 25th May at the Larkfield store. They were laid the same day. I am very disappointed in the quality of the grass. I wish I had gone elsewhere. They would have been cheaper at the garden centre, but it is further away. Difficult to return lawn turf once laid. Very unhappy with the quality...and I am stuck with it now. Unable to send photo. Not very good at IT.”

Helpful Report

Posted 7 years ago

“Went to my local store ..had measurements for my bbq in feet and inches ..asked salesperson what was the equivalent in cms..she told me she doesn't measure in cms and go find a tape measure!!”

Helpful Report

Posted 7 years ago

“Over the past 2 weeks I have been into the local Grimsby branch of B&Q (May 2018) They appear to have lots of staff, but none of them out on the shop floor. They all appear to be hiding away,,, either on their mobile phones or huddling in groups in the kitchen areas. On this occasion my need was small, I only needed some coat hooks around 14 of them and all I was told, is that the stock goes straight out on the floor and we don’t have any,,, sorry,,,,,,, after 2 weeks if looking and asking????? After a 2 weeks I gave up It appears the top brass don’t care, as they will simply put the cash into something else,,,, I hope not,,, But what I found, is that they have poorly trained customer focused staff, who need to understand that “us” the public will determine which outlets live or die. Finally,,,,, I for one will not be shopping there again,,,, ever.”

Helpful Report

Posted 7 years ago

“Customer service line the worse in the country. Totally appalled by the 20min wait times to speak to someone and no one ever chasing up my paid for order that I've never received. I don't know how companies get away with this service and yet B&Q do. I will never buy from B&Q online again which means hopefully never having to ring their awful understaffed customer service team. B&Q you should be ashamed.”

Helpful Report

Posted 7 years ago

“*****DON'T BUY***** ANYTHING FROM THEM THEY TAKE YOUR MONEY AND WHEN ITEMS GET RETURNED THEY IGNORE ALL YOUR EMAILS DON'T REFUND YOU!!!!!!!!”

Helpful Report

Posted 7 years ago

“Newry store. Ordered a kitchen. Paid for it in full. Didn't arrive on given date, arrived a week after. Bits missing. Back and forth to store and very unhelpful man. He said it is costing them to deliver? We paid for delivery abd surely, all the parts should have been checked properly? Phonecalls were a waist of time as never returned....worktop in utility is too small, no over lap for units. Absolutely disgusted with how rude the man was... Two months later, we are still waiting on a larder pull out, doors etc.... Customer service is a joke. I will never buy another product from b and q. Would rather have given zero rating!”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews