B&Q Reviews

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

2.2 Rating 2,593 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,593 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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118

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Waited 2 weeks for a delivery date,The delivery arrived and was only given Part delivery of items and no contact to let us know until the actual delivery arrived. We paid £30 delivery to get half the items. I called up and nobody seemed bothered, asked for a refund of half of our delivery as only received half the stuff, was told would get a call within 48 hours. Nothing!! The part money for the items we didn’t get was refunded, with none of our delivery back. Will not be using B&Q again, absolute shambles. Very poor service and rip off delivery charges.”

Helpful Report

Posted 4 years ago

“Never leave a review but they are liars..waited in all day for delivery. They lied that it was a failed delivery...no text. Email or call..total jokes.......apparently they rescheduled to deliver Friday when we won't be in....wouldn't even know that if we hadn't have rang, which took all day long to get through.....got our money back!!!!!!”

Helpful Report

Posted 4 years ago

“I ordered my paving slabs from the branch Hartcliffe Bristol 24/3/21 they told me there wasn’t any slots over the Easter they said it will be couple weeks wait (ok)then out the blue Sunday evening I get a text saying the slabs will be delivered 6/4/21 AM delivery I waited and waited 12 o’clock been and gone I phoned Bq automated line what a waste of time it cuts out line goes dead I tried track my delivery waste of time your phone lines instead fit for purpose so I phoned the branch explained my situation they said they will find out what’s wrong and call me back that was an 1 and half hrs ago no call back.So I’m going back up there tonight to get a refund I’ll get my slabs at castacrete where they care just that bit more I think you need to take on people at BandQ the old fashioned way interview face to face because to be honest most of them in there don’t know what their doing that includes your managers”

Helpful Report

Posted 4 years ago

“Avoid at all costs!!! Made the mistake of buying a bathroom from them, terrible mistake! And the after care and customer service is truly atrocious. Despite having garrantee/warranty still had to get trading standards involved and threat of legal action to sort the mistakes/damages they caused, and even now still fixing the disasters. If you have any sense then please avoid at all costs!!!”

Helpful Report

Posted 4 years ago

“Delivery of floor tiles was due on 1 April. Received a text the night before to say they were delivering pm. Delivery never arrived and no notification from them. Was on hold for 40 mins to main number before speaking to someone. She tried to contact delivery depot but no answer so said she'd raise a case and someone would ring me. Nothing heard so the next day I rang again to be told they couldn't help and that the lady I spoke to the day before should have told me someone would contact me in 48 hours. I asked for the delivery depot's number which was Plymouth store. I rang them and they couldn't tell me anything. Although they're the main delivery depot for the area the delivery should have come from Torquay store. All they could do is raise a case again with Torquay but it would take 48 hours to get back to me. I had taken the day off work for their delivery and wasted time on the phone and still don't have a clue what's happening. From reading other reviews this is a regular occurence and I have no confidence that I'll get a call back in 48 hours. Shocking customer service, no-one is able to tell you what's happening. Definitely would not recommend anyone ordering anything for delivery from B&Q”

Helpful Report

Posted 4 years ago

“ordered online using 1 hr click and collect and absolute waste of time , took another 24hrs to tell me the items purchased where no longer in store , staff where typical covid bullies ,hate the Norwich branch with a passion staff lacked manners and common sense .”

Helpful Report

Posted 4 years ago

“They sell gas BBQ and say they have bottles but the latter is untrue. The staff and manager have no idea where you can buy a bottle”

Helpful Report

Posted 4 years ago

“B&Q have the worst home delivery service I have ever experienced! 2 days after my delivery was due I am still waiting, worse still I have no idea when or if it will arrive. I have emailed 3 times and spoken to their well meaning but essentially inept customer services team 4 times, to no avail. No one seems to have a clue what’s going on. Honestly I am appalled. Their team seem dysfunctional, different departments are like separate companies, there is no point of escalation, it seems no one is accountable or in control of the business delivery function. Please don’t ever use the B&Q deliver service. They are completely incompetent.”

Helpful Report

Posted 4 years ago

“Utter dog S!!! Experience at B&Q Bolton. The cheeky B!!!!!! charge to get a trolley, I’ll never go back again”

Helpful Report

Posted 4 years ago

“After visiting Colchester store today I had cause to ask for assistance. I approached a shop assistant, mask on, and had to slightly pull it away from my nose, so I could breath as I was finding it difficult. I didn't remove or pull it down, but as I did this, 2 metres away from the assistant, she literally almost jumped away saying something about my mask not being on properly She made me feel like a leper!!! She then went over to a colleague and pointed to me , which made me feel extremely upset. I'm 81years old, and her behaviour I feel was completely unnecessary, and it's this kind of treatment some shop assistants are showing toward the public, during this pandemic, that are giving cause for so many complaints .I left that shop today in tears and will not go back!!”

Helpful Report

Posted 4 years ago

“Thoroughly & utterly disgusted with the 'service' (as they might call it) from B&Q Sutton, Surrey store today. So spent £800+ online for laminate flooring from the Sutton Store. Two guys in a regular 3.5t truck turned up late morning to deliver the flooring packages, total weight over 470kg. My wife was in at the time and asked the driver to drive onto our drive. We've a big drive and the gates had been left open. Every other company that has delivered to us during the building of our loft conversion has driven into the drive so that the goods can be unloaded in front of the house. Not these two guys. Oh no, they refused to drive in and simply unloaded the flooring leaving it on the pavement! As chance would have it, my in-laws arrived on spec to collect some old pallet wood from the skip in our drive and seeing what was going on, stopped to help. So these two guys from B&Q left leaving my 80 year old in-laws and my 50 something wife to carry all of the packs from the street onto our drive. Totally unacceptable! I was out at the time when I got back about 1pm rang Duty Manager Ashley at Sutton store. He said he agreed it was completely unacceptable and he'd speak with the delivery manager and get back to me. I asked by when and he promised by the end of the day. So, now 8.40pm and no return call. I am so disgusted. I am absolutely the wrong person to do this to (as they will find out to their cost.) They can also come and collect their 806 quids worth of flooring as I will now be buying elsewhere. So if you want to spend nigh on a grand and get treated with utter contempt then absolutely, B&Q at Sutton, Surrey are the team for you ! Totally disgusted and if I could give ZERO stars I would. Good luck !!!!”

Helpful Report

Posted 4 years ago

“Ordered a Bosch Pressure Cleaner, then got a phone call. They only had one in stock, and it was the one they had on display. I was asked if I wanted it at a cheaper price and they would refund the overpaid amount. I agreed. It arrived today, in good condition, but without manual and with a cheap nozzle and not the nozzle featured online (value ~ £22.-) . I printed the manual from the internet ( no problem) and phoned them about getting the right nozzle. I was told that the only way to get the right nozzle was to bring the pressure cleaner back to them, get a refund and get a new one. My suggestion to send the wrong nozzle back to them to have it exchanged was not acceptable. How to get myself together with the pressure cleaner from North Pembrokeshire to Swansea is my problem ( there are reasons why I used online order with delivery!!!). It also will cost me more to get to Swansea than buying the right nozzle from a well known internet dealer. Totally unacceptable service! Why bother with supporting the local business? They do not seem to need it!”

Helpful Report

Posted 4 years ago

“Rubbish website; 'customer service' line cuts you off repeatedly; if you manage to get hold of anyone, they never know how to resolve issues, put you on hold again, then cut you off. I've never managed to actually go online, find what I want and just buy them - keep getting messages like 'not available to collect', 'not available to deliver', 'not available in your selected store'.”

Helpful Report

Posted 4 years ago

“Have been in the Holywood exchange branch and Lisburn branch and both times customer service was appalling. You have to ask multiple members of staff for help, none of them seem to have a clue? Then when you get a member that 'deals' with that section they say if its not there we don't have it. I was in multiple aisles and most things are in the wrong location. For example was looking at mirrors and it said a rounded mirror was in location 1 and when you look in location 1 a square mirror is there? Another example; spray paints are all mixed up and don't match the SEL below. I work in retail and have done throughout the whole pandemic and I am appalled with the service I recieved in both stores. I would never speak to a customer the way I was spoke to very rude at tills as well no Hello, smile or thank you...”

Helpful Report

Posted 4 years ago

“Myself and my husband purchased a kitchen and bathroom in 2017.We encountered problems after problems caused by them.We had enough and finally went to the Financial Ombudsman, but we are going to be in a worse position than when we started as we have to cover the cost in putting the damage they caused right!!”

Helpful Report

Posted 4 years ago

“Was in the Newtownabbey store today looking for lights,, said on my phone they had 7 of them in stock , but didn’t tell myself the aisle as it normally does,,, so asked a member of staff on the way in,, who told me I would have to ask someone else,, in store I asked 4 staff members for help ,, 2 told myself they hadn’t time as they where doing click &collect ,,, 3 person just looked at me and said I don’t know,,before the last person told myself there was no location for the lights and to look around the light bulbs ,,,,, words have me lost for the service ,, unbelievable,,I wasn’t asking them to get myself the lights just which aisle they where in,, had the product code so wasn’t asking much and I know people are stressed and very busy because of things at this time(Covid) but there’s still no need for poor service :(”

Helpful Report

Posted 4 years ago

“Avoid B&Q kitchens unless you want missing ,damaged wrongly ordered parts. Customer service is shocking and dont care once they have your money. I have spent over 8hrs talking to customer services and they promise call backs and to sort out your problems..... They dont We even had different doors for the cabinets but luckerly the Mrs doesnt mine them. 2 weeks after the delivery im still missing 2 sets of door hinges that wete not supplied. B&Q Erdington have staff in the showroom that design your kitchen and then send wrong items,i complained they said they would send out right one. Next day the said you have to cut it down to fit. Then they say a different thing altogether. Avoid Avoid Avoid you have been warned Offer £100 compensation but will cost me £30 for more hinges. Will not spend any more money with this rip off company. Will be contacting the ombudsman to make a formal complaint”

Helpful Report

Posted 4 years ago

“Unfortunately cannot give 0 stars! went to Carmarthen B&Q today for large bags of compost. Told by the young bloke at the door I could only have compost if I click and collect. Nobody is allowed into the garden centre for plants or compost! What idiots make up these pathetic rules? I try to grow as much food in my garden as I can, therefore my order was a necessity not a tin of urgent paint or nice fancy cushions as in some trolleys! Came home to order online to find that the 125litre bags of compost are delivery only! Two bags priced at £20 Delivery price? £30!! Last ever visit to B & Q!!”

Helpful Report

Posted 4 years ago

“Needed a silicone scraper while fitting a new bathroom so sent my 20 year old son to get one from B&Q. They challenged his age (it has a pointy end) and he didn't have his driving licence on him so he came back. I went to B&Q myself to get the scraper and they also refused to sell to me because I could be buying a plastic scraper for a minor. How pathetic. I'm 55 with id to prove and they said it was policy not to sell to someone associated with no id, even though I explained the situation fully. The manager made me feel like a criminal for the sake of a plastic scraper. . After using B&Q for the last 30 years I can't believe a manager could be so narcissistic. I'll never use B&Q again.”

Helpful Report

Posted 4 years ago

“Paint tin popped opened and spilled in car. I was in the car park. I went back in store and supervisor advised company policy is that once you walk through exit door it’s not there responsibility. I should have throughly checked that lid doesn’t open while in store. “The lids are closed by manufacture”. So there can be no default with lid. He didn’t even want to look at the car or the tin. As advised, make your anything you buy from b&q is checked while in store as it it’s not shut properly it’s not there problem. Originally another staff member did see the spillage, but the supervisor wasn’t interested. Poor service considering how much paint I buy from them. Also I did put a comment online about the particular issue, no response so far.”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,593 reviews