Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

“The worst customer service I have ever had. I went to pick up 6 large bags of gravel, they extremely heavy and awkward to handle. As I put them into my trolley, 3 members of B&Q staff were there and not one of them asked if I needed any assistance as I obviously struggling. Unfortunately the bad service carried on at the kiosk as the young girl working was impolite and unhelpful. When I pushed, my very heavy, trolley to the car, going past several members of staff, the only person that offered to help me put the gravel in my car was a member of the public as he could see I was struggling.”

Helpful Report

Posted 11 years ago

“Second time that orders placed on the internet haven't been delivered on the day promised. The usual excuse offered that its coming direct from the manufacturer and their courier. Its the last time I will order from B&Q on line and will advise every one to think twice. Very poor service. At least by not ordering from them again it will mean I'm not wasting my time and loosing money!”

Helpful Report

Posted 11 years ago

“Ordered a radiator via "click & Collect" An email from B&Q said... Available to collect from 12:00pm tomorrow from Preston - Bamber Bridge store. I went to collect at approx. 6.30 pm...what a fiasco!! I waited in the queue for at least 15 minutes, obviously not enough staff, they seemed totally disinterested in customers, even talking about the time of their breaks and days off. Was eventually served...by about 3 assistants as no one knew what they were doing, and guess what... my radiator wasn't there!! I had to choose "Click & Collect" as it stated on your website... "Our stores do not stock this product" I had a plumber coming the day after at 9am to fit the radiator so as you can imagine I was not best pleased. I cancelled the order and was told by an assistant my money would be refunded in 48 hours...it actually took 7 days! Now...I thought I would look to see if I could perhaps get another radiator as the plumber was booked...and guess what...I found the exact same radiator in store!!! Can you see why I said it was a fiasco:(( Perhaps more customer service training all around would be a good idea. In these competitive times we customers can choose to spend our cash where we want and I chose my local B&Q, don't think I will again.”

Helpful Report

Posted 11 years ago

“Web site tells us its open today but on arrival it was closed. Well done B & Q”

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Posted 11 years ago

“Rude, confrontational and aggressive member of staff called rob that works in Northampton B and . When questioned after he misused the baby changing area, causing me to wait for around 15 minutes, he was rude and confrontational, raising his voice causing my baby to become upset. He then physically slammed a door into me stopping me from walking through the door and hurting my foot. Disgusting treatment of customers, upsetting and shocking experience. Not a baby friendly store at all. Baby changing facilities are also filthy and disgusting.”

Helpful Report

Posted 11 years ago

“Today I went to your store in Bexhill on Sea I was horrified at the poor customer service from the check out operator named Josh. He was miserable,unfriendly and rude. The company needs to train in HOW to welcome customers, and realise they are the face of your company,”

Helpful Report

Posted 11 years ago

“I am disgusted with the delivery and customer service I brought bifold doors they came and then they had no fixtures so I called them waited forever on the phone for them to pick up finally they told me they will pick that one up and drop another off well they picked it up but never dropped it off I then phoned again they told me it's on it's way Iv been waiting 8 hours after so many calls and getting a headache they give me another number and guess what they did drop it off someone else's house and they couldn't even let me know ????????”

Helpful Report

Posted 11 years ago

“I am disgusted with the delivery and customer service I brought bifold doors they came and then they had no fixtures so I called them waited forever on the phone for them to pick up finally they told me they will pick that one up and drop another off well they picked it up but never dropped it off I then phoned again they told me it's on it's way Iv been waiting 8 hours after so many calls and getting a headache they give me another number and guess what they did drop it off someone else's house and they couldn't even let me know ????????”

Helpful Report

Posted 11 years ago

“If I could give no stars I would I think b and q delivery is crap Iv been waiting for my bi fold doors finally came then the Were no fixtures, screws etc to it so they told me they will collect it and drop the other one off only then they came to collect and guess what no door so I phoned and they said it will be there today I waited 8 hours gave them a call 5 times at the end they gave me a direct number to deliverys and guess what they dropped it off someone else's house without telling me ???? I would never get a delivery done by b and q waste of money and waste of my time they've just made by day crap ????????????????????”

Helpful Report

Posted 11 years ago

“DO NOT go to B & Q if you want anything fitting. They fitted a bathroom for my mum. Firstly,not all the fittings & tiles etc ordered arrived.We contacted the store and spoke to the designer who told us we decided we didn't want a tile border which was a complete lie. He was very confrontational & aggressive when we pointed out that we never said we didn't want the border anymore. Once the bathroom was complete the washing machine stopped working along with the central heating, which they initially were reluctant to help with. Eventually they did send several plumbers out- not of which were able to fix the problem as they weren't fully trained boiler engineers. They also left us with several loose wires. Please beware.”

Helpful Report

Posted 11 years ago

“I have bough some paint of your rochdale department which was valspar silk 5ltr x2 code n: 8915 44+15/16 8930 1y 8935 44+14/16 Cost me £70 and a further £21 on valspar silk 2.5ltr I also purchased 4 sachets of glitter at the price of £6 each All of the above purchased has been wasted as I have returned with the above paint code to purchase a further 7 and a half litres of the same paint code which was totally mismatched when I have had it painted on. I then returned to have this paint issue rectified to which I was quite arrogantly told was at no fault of your own. So I have had to pay for another two and a half litres which is also a total mismatch. This has resulted in a waste of money on the original 5 litres purchased as well as the 4 sachets of glitter as this was a final coat product and is now having to be repainted with an extra cost of the decorator fees. If I am totally honest I have used yourselves many a time and this is by far the worst experience I have had from such a well renound organisation who pride themselves on delivering the best in customer satisfaction snap service. I would like to be refunded. The assistant named laura was very rude and did/was not cooperating at all and accepting fault. The glitter in the paint is not showing as a result of mix matched paint I am very frustrated I have spent a total of £115 I hope u can be reasonable and refund me for the mistake b and q has made I have attached images of the paint on my walls looking forward to hearing from you and hear Wat has to be said thanks Yours sincerely Ikhlaq yousaf”

Helpful Report

Posted 11 years ago

“we find it disgusting that so many things in B&Q are SO expensive - here are just three items which you would be GROSSLY if you bought from them - plyboard at £56 in B&Q but just under £20 just round the corner from the Torquay branch, tee nuts - B&Q charge just under £5 for 10 but Toolstation charge 92p for 10, plus map gas is about £22 in &Q and £11 in Toolstation. Is little wonder them that someone can be paid £5m when leaving the company!!!!!!!!!!!!! This company deserve to be shut down by trading standards - it is truly day-light robbery.”

Helpful Report

Posted 11 years ago

“Avoid at all costs.... We had purchased a kitchen & bathroom to be installed by B&Q in February. After multiple issues we are currently raising a complaint consisting of 4 pages of bullet points. Here are just a few... 1. Delivery arrived late - the installation team could not start work until 3pm. 2. Fridge/freezer would not fit through the door, doors had to be taken off and it was left outside for two nights! 3. cooker wasn't delivered, then B&Q delivered the wrong one, they then tried lying saying 'that's the only cooker we do' (i was in store that day, they had 5 different makes!) and then delivered another one, which is still not the correct cooker! Oh but it isn't mentioned on paperwork so B&Q have been trying to say we should be happy as it's a free cooker!! I'd rather pay to have the correct one installed!! 4. Slate flooring - B&Q state that they do not fit this on paperwork yet still managed to put our order through! Now we have to seal it every 3-4 months. May I add we have several dogs so this is not an easy task. 5. Our touch tap did not work properly and B&Q then sent someone without any prior notification to replace it. (perfect timing when you've just cleaned the kitchen, just as they turn up, for it to be done again!) 6. Multiple items missing on delivery - we ended up buying some parts as we only had 5 days for the fitters to install both bathroom & kitchen and could not wait for replacements to be sent out 7. We were advised painting could be included and to pay the installation team directly - this was not the case so every night we had to stay up until 2am to paint the walls, ceilings and gloss the skirting! 8. Wrong units fitted and gaps in-between wall units (meaning items fall through!) To put it into perspective, B&Q make a lot of promises to obtain the sale, but fail to meet expectations or even what the customer rightly deserves. Would I return to B&Q again? Never. It has been the worst customer service I have ever received, and 6 weeks later, still unresolved. AVOID AVOID AVOID!!!!!”

Helpful Report

Posted 11 years ago

“What a complete and utter disaster. Ordered goods online with promise of delivery the following day. Took a day off work to wait for goods to be delivered. By 3.25 pm goods had not arrived so I phoned B & Q where I was told a complete and utter pack of lies by the 24 hour delivery department. I was told that Parcelforce had left the depot at 9 am but there was no more deliveries recorded by the driver after 10.30 am and there was no trace of him making any further deliveries. He also told me that Parcelforce deliver until 5.30 pm but after contacting Parcelforce myself was told that they finish delivering at midday. B & Q made no attempt to inform me of a failed delivery and just palmed me off with a stream of lies. I was disgusted at the lack of customer service and their don't care attitude. It will be the last thing I order from them. Be very wary of their promise of 24 hours delivery, it just doesn't happen. They are most unreliable and incompetent.”

Helpful Report

Posted 11 years ago

“I live half the year in Blackburn England and have had the misfortune of attempting to buy item from the Blackburn B&Q. Last summer we went there to buy some advertised deck furniture, got there and they had just what we wanted on display, but because they had no more boxes on the floor of the key item we wanted to purchase they told us we had to order it even, though they had it boxed in their warehoused, the boxes were just not out on the floor yet. We finally gave up in our attempts to get someone to simply fetch us a box of this key item and agreed to order it, and was given a ticket and we were told it would be ready within two weeks, and that we would need to go to the returns desk to have the order rang in. Waited in line at the 'returns' desk and finally got the "order' rang in, and the person told us that would be 229 pounds!.. We though WHAT?!!? You want us to pay in advance for a product that we made a special trip to your business to pick up and you can't even pull it out of your warehouse for us, you WANT US TO PAY IN ADVANCE! before you will notify us when they manage to bring it out of their warehouse sometime in the next two weeks, so we CAN MAKE ANOTHER TRIP to pick it up!!!! That was the straw ....... That was last summer, today in Blackburn it was a rare sunny and beautiful day, perfect for an outdoor BBQ, and tomorrow is suppose to be even better, we thought about grilling out but someone nicked our BBQ so was driving by B&Q and thought with some serious reservations that I would stop in and pick up a Weber Grill.. Long story short, they had the perfect Weber on display, but again no apparent boxes of it to actually pick up and buy it. It took about fifteen minutes to find someone to help up, they told us to look in a place of the building that when we got there there were no boxes of it, asked another person, same run around, and finally got a hold of someone that called a manager somewhere in a white tower that replied that they were in the warehouse and not on the floor yet, WE WOULD HAVE TO ORDER IT !!!!! I've traveled all over the world, bought things from companies big and small across the globe, and never in my life experienced a more pitiful operation and excuse for a business than B&Q... MERCY!! Ken O'Toole”

Helpful Report

Posted 11 years ago

“Ordered a kitchen given a date then started receiving texts saying a date when I would arrive and I was working away so drove 60 miles back to accept deliver and it didn't turn up so wasted a full day and had to drive 60 miles back to work on a Sunday to Finnish the job when the kitchen was finally delivered I had a few items missing,made a phone call or two at premium rate told them what was missing and haven't heard anything back! Howdens is far more professional”

Helpful Report

Posted 11 years ago

“Beckton Branch, one of the worst customer services I ever had!! Very poor treatment with clients.”

Helpful Report

Posted 11 years ago

“On Thursday 26th February I went to the b&q at ransoms europark I would like to let you know I have never had such bad customer service. I asked for mixed sand and cement and was told by a male member of staff it's down there on the right after looking for the product a second member of staff walked past so again I asked to told its there were your looking. After poor service I went to the till to pay for my other products and was asked to take them out of the trolley to which I replied don't you have staff to do that. Adventually I paid for what I had after having my transaction put on hold because the member of staff wouldn't take it out of the trolley this happened twice and I was made to wait while she served other people i then left but I would like to add Lee was helpful and put my products in my car but I will be very reluctant to use that store again. I would like to add I paid double at jewsons for good customer service and purchased the products there”

Helpful Report

Posted 11 years ago

“BE AWARE!! B&Q Trafford Park Manchester..... before I bought the kitchen I received up to 3 calls a day! once they had my money trying to speak to someone about a problem was impossible I constantly had to chase them never getting a call back...Customer service is non existent I recently spent £3500.00 on a kitchen upon delivery (25th January 2015 ) there was no hinges I called them to advise of this and I was told you have to purchase the hinges separately! after me sitting with a kitchen designer for over 2 hours he didn't think to tell me REALLY!! The day our kitchen fitter arrived we had to visit B&Q 5 times in one day due to items that was missing from our delivery, Trafford park didn't have the items we was missing in stock, we had to go all the way to Stockport and purchase the items for a second time (we had to spend over £100.00 in Stockport as they cannot transfer a credit) I am now being told by Simone (manager) we have to wait until the 10th April for the items we was missing to be delivered to us so we can return them to Trafford Park for a refund! I was offered a £50 voucher for compensation which I was advised was sent out over 4 weeks ago, (still not received) WHAT A JOKE!!!”

Helpful Report

Posted 11 years ago

“Just had a bathroom fitted using B & Q home fit service positives the two men fitting our bathroom where excellent polite and professional that's the end of the good news. The pre installation was shambolic the staff are rude and don't seem to know what they are doing we have had a catalogue of problems to many to explain. Then we have the after care since our bathroom has been fitted we have had a couple of small problems requiring the fitters to return well this is where there level of customer care completely falls away rude / disinterested extremely bad manerred I can honestly say I would never ever use B & Q ever again and would advise anybody considering using them to think long and hard ,you are promised 5 yrs of guaranteed repairs ect Mmmmmm good luck”

Helpful Report

Posted 11 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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