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

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

“No one wanted to help. Made excuses and passed on to three people . No specialist knowledge. No one gave a dam there customer service was the worst I’ve ever experienced. They can’t survive in business much longer with this level of rudeness, lack of knowledge.”

Helpful Report

Posted 5 years ago

“Ordered online as store stock said 18 in stock and after 2 visits nothing so ordered online 3 times B&Q sent wrong colour wallpaper every time never again appalling!”

Helpful Report

Posted 5 years ago

“Had to trek to castleford to order our kitchen units because man at wakefield could not be bothered. He said if we ordered it online ourselves we would get free delivery which we got anyway due to the amount we spent.he just could not be bothered unlike the lovely helpful man at Castleford.the man at Wakefield was a scruffy and smelly idle loaf !! But the man at Castleford was clean tidy and smelled of deodorant also he was extremely helpful”

Helpful Report

Posted 5 years ago

“Castlepoint... the worst customer service ever!!! Nobody to help... even if you ask... the “ team” talking between each other... if you ask any questions or ask for help they just firstly surprise “ how you even dare to interrupt “ then is just hands in the pocket and verbal directions!!! So many staff... just walking, talking and avoiding eye contact... just in case you will ask for any help or advice. Last time one of staff member said “ I don’t know im just till person no training provides “ shame.”

Helpful Report

Posted 5 years ago

“Diabolical customer service both at head office, online and in store. Wanted to buy product in sale, checked was in stock at my store and told yes. Drove all way there to be told could not find it!!! tried to order online and told system down! asked if could pay over phone and told no. Told to go to another store even though 20 miles further. Asked for item to be transferred. Told no. rang customer services who told me to ring store and if had in stock, reserve it and collect later in week and pay upfront to enable me to get it in the sale before ends next day, and as not my fault systems are malfunctioning. Rang store, told in stock but no way they would reserve it, and would not accept payment over phone. Told if I wanted it bad enough at sale price to get in my car and make the effort to drive 23 miles to get it! Awful, rude and ignorant. have emailed customer services for three days and had NO REPLIES AT ALL> Terrible company and does not deserve custom.”

Helpful Report

Posted 5 years ago

“Update to my earlier review:- Finished tiling my floors ( and very nice they look too). Ive ended up with 6.1/2 boxes left over, so I wanted to return 6 boxes for a refund, thought I would check first just to make sure before I loaded up the car (6 boxes = heavy load). Yes I could take them to Christchurch for a full refund, so off I went. Unloaded tiles from car boot to trolley and trundled into the store. OOps! unable to offer refund 'due to Castlepoint not closing down the order' best to take them there, they said. Re loaded the boot and off to Castlepoint now, fuming and spitting obscenities all the way. Arrived there and thought I would leave the tiles in my boot and just go in to make sure, they couldn't do a refund either!. Can you imagine the atmosphere in there by now? anyway after a friendly discussion between ourselves they decided to bypass the system, issue a refund then get their system sorted out and transfer the re fund after. This is an absolutely mindboggling way to run a company in this day and age. At least B& Q are now history and I can recover at my leisure.”

Helpful Report

Posted 5 years ago

“I £160 quid on storage boxes Paid additionally for lids Poor quality Still unable to separate 2 of them Wheels came of getting them to the car Really a lot of money for a very poor product My opinion”

Helpful Report

Posted 5 years ago

“I have had many, many B&Q kitchens. I paid over £6500 for the latest one. A now discontinued range. But it did have a 10 year warranty. Range of problems from poorly cut frames, poorly finished, wood, corners chipped and just laquard over. And the worsed big white blotches over 2200mm integrated fridge doors. And the reason given by high level complaints team (environmental damage). Which is strange because, 1 it has only just been fit, 2 I haven't cooked in the kitchen yet. And 3 there is no greater environmental different areas in your home other than the kitchen or bathroom. So what are you saying B&Q, buy a kitchen from us but it will not survive environmental differences of your kitchen. And even though you pay extra for your kitchen for your 10 year B&Q will not honor the warranty. And the attitude of we have taken your money, and we are not interested if you are happy or not”

Helpful Report

Posted 5 years ago

“Service was poor. I called to cancel the item within a 30min time frame and they were unable to do so. They said I needed to wait for the item to be delivered and then refuse it, however, the driver left an unwanted item outside of my door and forged a signature to say that I accepted it! From that, I then had to call several times to get the item taken back to B&Q and waited in all day to find that no one was coming to collect the item. Absolute shambles of a company! I will not be purchasing from here again!”

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

“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

“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

“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

“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

“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

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