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

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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

“Generally, staff at friern barnet outlet too immature to run a shop of that size and complexity. Poorly laid out, absurd winding queuing system supposedly to protect ( mostly young) staff. Avoid.”

Helpful Report

Posted 5 years ago

“Utterly ridiculous that you won't let people in with children. What the hell would you like me to do with them whilst I shop!!! Pathetic system, queued to be turned away. Will buy future purchases elsewhere rather than use B&Q!! Should be zero stars! Disgusted!”

Helpful Report

Posted 5 years ago

“Went to the paint mixing section today after queuing up 25minutes only to be served or should I say lack of it by two miserable women who were more interested in talking amongst themselves than to me. This store always had a lack of customer service but it has just gone recently really bad. Absolutely no customer service whatsoever. Not interested in helping customers. Would be a Minus star if I could give them one.”

Helpful Report

Posted 5 years ago

“Ordered a trimmer via click and collect at 12.52pm one day. Following morning got 2 emails 1 straight after the other stating goods not in stock and a refund issued at 10.15 next morning. Went straight down to the store and found product on the shelf! If your too busy turn off the click n collect option, hence the low score.”

Helpful Report

Posted 5 years ago

“Placed an order that I didn’t notice until later wasn’t due to come for 2 months in mid July. Decided to cancelled but no way of cancelling order online. Emailed customer service, 2 weeks later - no response. Tried to call. Directed to website then disconnected. Took my £667 pounds but no way of cancelling and no way of getting through. Disgusting lack of basic service”

Helpful Report

Posted 5 years ago

“Ordered a kitchen due for delivery 21 March 2020 just as lockdown started. It came on time. The kitchen is brilliant value for money. The advice on kitchen planning was excellent. Most imoressed”

Helpful Report

Posted 5 years ago

“Last week i visited chiswick B&Q and bought a washing line but whilst in the queue outside this customer drove over a small pot of paint in the car park spraying his 68 mercedes with white paint - there were lots of staff standing there staring so i said instead of staring get some cloths and help - there i heard the staff gighling saying what pratt does that ! 😡 so i went straight in store and reported the staff and spoke to the blond supervisor/manager who said ok i will.talk to them only to see the same manager and same staff eating take out on store tables laughing about the same situation ! Really B&Q is this what you employ ? Hope your customer service training is up to scratch ! 1. Train staff to assist customers needs and requirements 2. Ask management to deal with complaints with upmost respect 3. If managers and staff want to sit inside the store in a group eating take out using the store as a buffet style cafe dont let yourselves be overheard laughing at a customer misfortune.. Shocking ! 4. Lots of shops are shut at the moment and this is difficult times but to make this poor chap panic about his new car then all.laugh about it is shameful”

Helpful Report

Posted 5 years ago

“One star is too good. Pathetic levels of service. Ordered 6 pieces of c16 timber via the website as it was advertised as delivery within 4 days. Waited a couple of weeks without receiving any notifications...I sent 4 emails to them asking where the order was and when it would be delivered...waited several days more...spoke to someone on the telephone from B and Q who said they would speak to Metsa, the company doing the fulfillment, and get back to me. Left it at that. Received a txt from B and Q 3 days later stating that the order is expected to be delivered on 25th June - A FULL 2 MONTHS AFTER ORDERING! Waited on the phone for half an hour to cancel and get a refund. Useless. Ordered online from Jewson and got the timber delivered the same day - for cheaper. Trade Point....trades can't wait 2 months for a bit of timber. I could build a house in 2 months!!”

Helpful Report

Posted 5 years ago

“Placed an order 7th April delivery date 15th of April. Didn’t arrive, Here we are 5weeks and several request which have never been answered. What is the matter with this company they appear to want your order take your money “£630.00 in my case” and haven’t got the decency to reply to any request. GET YOUR ACT TOGETHER B&Q Are no higher managers or directors seeing what is going on.”

Helpful Report

Posted 5 years ago

“My dad and I were looking at artificial grass however didn’t understand the measurements as they weren’t specified well on the label. We then asked a woman named Susan for some help regarding measurements. I politely asked her if she could come help and her first response was “I can’t cut anything for you”. I told her I understood considering the situation however I just needed her to look at measurements. She agreed however with a poor attitude and her entire demeanour was very poor. She then came up to my dad and I and claimed she had no idea regarding any of the measurements and then tells us “if you move out of the way then I will come look at the label”. She had no manners at all when asking us to move so we could respect social distancing whilst she looked at the label, and also was entirely rude to my dad when he asked simple questions. She also kept reiterating she was unable to cut any grass for us at the time despite us telling her several times we simply just wanted to know the correct measurements. I would have appreciated if instead of being rude and have poor manners, she asked another member of staff to help us instead. Very poor customer service. However, my dad and I have received consistently positive customer service every other visit, and especially from the paint department who voluntary advised us on what we should buy and what would help us to most.”

Helpful Report

Posted 5 years ago

“Phone line that automatically disconnects everyone but kitchen customers and no response to online complaints card. Have just has some furniture break after mild use and no way to talk about replacement or a refund.”

Helpful Report

Posted 5 years ago

“Paid and ordered wood 14 days ago not delivered, customer service non existent Phones disconnected emails not answered and local store no help pursuing refund through PayPal as unable to contact B&Q. Why carry on trading if you can’t fulfill orders.!!!!”

Helpful Report

Posted 5 years ago

“Ordered a £2500 of kitchen units, in January, on the delivery day (March) they delivered about £100 worth of stuff. Contacted them loads of times only to be told that the order has been completed. Now all I get is automatic replies. Disgusting aftercare service. To be fair, never had a problem in store, but I've never ordered so much before. Shocking service.”

Helpful Report

Posted 5 years ago

“Ordered online , received confirmation email saying will be delivered within 14 days and would be contacted within 2 days for delivery date . That was weeks ago , tried all ways to to contact them including Twitter and Facebook and just get what looks like an automatic response from them to check out their questions and answers page . Have had no way of speaking to a person . They ask for patients and understanding during this time but where is their understanding that they have taken my money . They should be advising people that if they choose to order online they will receive no customer service and will not get their items . But they are happy to take your money”

Helpful Report

Posted 5 years ago

“My husband checked the item he wanted was in stock at Meir Park as we knew we would have to queue to get in. Website said they had 2 in stock on aisle 74. We drove there and even though the queue was quite long we were in the store within about 10 - 15 mins. We looked around for aisle 74 and couldn't find anything after 69. We walked round the shop trying to find the item where we thought it might be. No joy. We asked a colleague by the door where aisle 74 was. He told us to ask at Click and Collect desk. Colleague on there didn't know and asked another colleague who directed us to the far end of the store by the trade entrance. Walked all the way back up and found the item we wanted out of reach on the very top shelf near the back. We asked a colleague if she could get the item for us and she told us to go and find another colleague who could get steps to reach the item. My husband walked nearly all the way back to the checkouts and asked yet another colleague if she could help. Her answer was she couldn't use the steps to get items high up for customers. He walked all the way back to the bottom end of the store again and told the colleague at the trade entrance the woman he'd asked couldn't help. We were just about to leave by the trade entrance when another colleague came in from outside and the first colleague asked her if she could get the airplane steps and get the item for us. Her answer was "I don't know where they are". End of story. My husband and I just walked out then. So we'd spent nearly an hour queuing, looking for aisle 74 and asking for help and ended up coming out the store without the item we went for. Why are they telling people on the website that the item they want is in stock yet when you get there the item is out of reach and no one is willing to assist in getting you that item. Not impressed at all. My husband came straight home and ordered the item from Amazon as obviously pointless trying to get it from B & Q.”

Helpful Report

Posted 5 years ago

“Home delivery saga pretty much the same as those below. Unfortunately, when I check the order progress on My Account it is annotated as 'Order Complete', which it isn't, I haven't received anything . There doesn't appear to be a viable method of communicating with them so I'm going to try going into our local store to attempt some form of basic information exchange, wish me luck!”

Helpful Report

Posted 5 years ago

“I stood in a queue for 25 minutes with my daughter and then get told when I got to at The entrance of the store they are only taking card no signs were displayed to advise this before Queueing was not impressed B&Q Botley”

Helpful Report

Posted 5 years ago

“I have just come back from B&Q at festival park, 16th May. I wasn't sure what to expect with the current situation, the store was so organised a young man out side telling each of us in turn what to do when we were inside, the trolleys were cleaned, there was arrows showing you where to go, plenty of very happy staff to help, even getting the paint mixed was sorted. Well done B&q for the way you have put everything in place and the staff in Festival Park, great job you should be very proud of yourselves”

Helpful Report

Posted 5 years ago

“I placed an order from B&Q on the 24th April. Some of the products were delivered we had wood that should have been delivered in 14 days. I have heard nothing so sent a message via their support site. I received no response. A week later I message again and get no response. I call their support line I sit through all of the diatribe to be disconnected I try another 3 times with the same response. I am by now bloody furious. We have a smallholding and have used B&Q lots for our DIY needs. I understand they are under pressure with the current situation but to not deliver and completely ignore customers and say the phone is only for urgent issues but then just disconnect people is infuriating. If I ever get through to them I will request a refund and never order from them again.”

Helpful Report

Posted 5 years ago

“Awful. Had an email saying I had cancelled my order...which I didnt! And funnily enough it was due tomorrow. Cant reach anyone on the phone and no one is replying to emails. The item was ordered over 3 weeks ago. Appalling behaviour.”

Helpful Report

Posted 5 years ago

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