B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,569 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,569 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

“Have had a litany of issues from item ordering requirements to incorrect collections and the most incompetent, difficult to reach and uncaring customer service organisations I have ever had the displeasure to deal with. I have spent six hours getting through to request an order suggested by a member of the local shop staff just to ask them to place it so I could pay for two doors. The first guy, Scott was very pleasant - spent half an hour talking to him after half an hour waiting to talk to him and 4 hours in the morning waiting for the promised call back that never came and then he told me he would ask a colleague to call me so I could make a payment for 4 kitchen cabinet doors. Of course, the call never came. Waited 20 minutes on the phone again and spoke to another Individual who put me on hold for 5 minutes abs then cut me off. I have kitchen units waiting for doors and have been told I won’t get them until January - November now!! The stores can’t take my money either!! Whole system is the opposite of customer focussed and totally uncaring. Appalling!”

Helpful Report

Posted 4 years ago

“Ordered my new bathroom suite in May 2017, for the project to start in September. September came around and due to another project that had over run the project didn't start until 9th October. ( I was never contacted by B&Q I had to chase them for a new start date twice as they said 2nd of october that came and went....) Started ripping out the old bathroom (3 kids in the house) The bath / panel I ordered had been discontinued although they let me pay for it several months ago, meaning the project was delayed more. I again had to chase B&Q that the bath had not been delivered and waited another several days for the bath to be delivered. (Stinky kids by this point !) On delivery on the tiles quite a few packs were defective and had to be returned by myself to the local B&Q store so I could re order more. The customer service is shocking and not helpful at all. Today The pipe work is leaking so I called B&Q as there is a 10yr bathroom guarantee expecting to have no issues ! Although reading on wiki's I should have been not surprised when they are again dire and pass the buck. They asked to contact my own local plumber to fix the work and then they would send me a form to fill out to get the money back!! They should really have their own plumbers if they have this service.! B&Q are a waste of time please consider using another company once they have you and your money that honestly don't care at all. I do have to say the sub contractor Adrain who fitted ur bathroom was excellent I would recommend him for any kitchen or bathroom jobs. He was as frustrated as me with the things not been delivered and broken kits.”

Helpful Report

Posted 4 years ago

“Excellent customer service from a young man called David! He helped with the purchase of a kitchen unit he was a credit to your company”

Helpful Report

Posted 4 years ago

“Taking orders from click and collect but not having stock, when tried to collect. Very poor.”

Helpful Report

Posted 4 years ago

“Ordered a gas fire from b&q the supplier was level. 3 weeks ago was ordered with a delivery within 7 working days.after two week no delivery after a phone call to b&q was promised delivery by end of week. Guess what no delivery .so now I.ve cancelled my order and have to wait for payment .annoys me how they can take your money in seconds but you have to wait to get it back for 5 working days.no ordering from b&q”

Helpful Report

Posted 4 years ago

“Due to lockdown thought I would do the sensible thing and order on line. Big mistake people. Ordered 4 in stock items, day before delivery received an email telling me one item wasn't in stock. A subsequent refund of £4 was given. Delivery day arrives and the out of stock item was different . Its value was £36. Numerous phone calls to staff who were polite and helpful resulted in me having to drive to another store to pick up the missing item. I'm hoping that they now sort out the correct refund. I'm not holding my breath. Come on B&Q, you can do better than this.”

Helpful Report

Posted 4 years ago

“Incompetent staff”

Helpful Report

Posted 4 years ago

“Customer of B&Q Portsmouth. First of all, Jacob Dampney was absolutely amazing, despite all the odds being stacked against him. He deserves to be employed by a really cool company who will pay him handsomely for his customer service skills and always going above and beyond to so rt out our problems (which were numerous 🤯!) It would take me a year to list all the problems we had so I won't but in a nutshell, we ordered our kitchen at the beginning of July and have only now had the last bit delivered (November!!!!!!) Wrong parts delivered, no parts delivered, parts ordered but not in stock but they don't tell you (even though you wait in for them - on several days, not just one!!!!!) I would recommend that nobody ever buys a kitchen from B&Q ever again. They are so awful. Their only saving grace is Jacob in Portsmouth who has alleviated my stress by taking ownership of the situation and sorting out my problems every step of the way. I simply can't thank him enough for his empathy, diligence and professionalism. Jacob needs to be appreciated for his customer service skills. He is the only asset B&Q have!”

Helpful Report

Posted 4 years ago

“I popped into B+Q Meir Park last night for a bulb. I had a couple of questions to ask but was told nobody could help me as "the electrician had left for the day".... I popped back today to be told by two staff on the tills that "if you want to catch the electrician you have to come early in the morning".. Sorry B+Q but I have this thing called a job which means I can't keep popping in every day on the off chance I catch somebody who knows about basic electrics! .. I said "surely someone in B+Q can advise me on a bulb wattage".. They didn't reply - I was made to feel stupid and a nuisance, appalling customer service!! They just could not be bothered! Thankfully, a young lad called Callum helped me in the end and be was very pleasant... With so many staff being finished during these difficult times you'd think B+Q would have their pick of staff that really want a job and CAN be bothered to be pleasant and offer decent customer service. Come on B+Q, up your game!”

Helpful Report

Posted 4 years ago

“Absolutely shocking service, been waiting since April to have some items collected (Now NOVEMBER). For some reason nobody knows their arse from their elbow and keep calling the wrong number although giving them the correct number a multiple of times! Not only this, they have arranged a collection from an old address... Again, I have had to tell them 4-5 times to correct it on their system! Yet another company using COVID as a pathetic excuse! Will never deal with B&Q again, much rather put my head in a car door and keep slamming it.”

Helpful Report

Posted 4 years ago

“Checked stock online of mosaic tiles however needed 53 and one store could not supply /deliver all . Noticed Preston and Southport had 30 and 25 so tried to secure to click and collect this was last night and as website would not let me collect i phoned Preston this morning to ask if they could help ? Price online was 4 for 3 so total £592 then reverted to over £800 this morning few hours later. Spoke the the most unhelpful person ever called Catina who just told me offer finished at 8 pm last night and nothing she could do- just awaiting a callback from a manager as was hoping to drive to preston and southport today to collect these tiles ? I will remove this or even add a happy ending to the review if this can be dealt with and i can y it was a grat customer experience ?? hopefully . Please help !!!”

Helpful Report

Posted 4 years ago

“We bought a pack of Bachata Vinyl Click Flooring at £46, started laying it then found that some of the click edging was broken, leaving us with not enough to finish the job. Contacted Dover store to be told if we’d started laying it there was nothing they would do! We had to buy a second pack in order to complete the floor so the whole thing cost us twice as much as it should! The quality of the goods was appalling, and the customer service appalling too...I would suggest you don’t buy this product..and think twice about using B&Q...it appears if you have a problem, they don’t want to know, which is really sad, and has cost us money.”

Helpful Report

Posted 4 years ago

“I had seven parts delivered damaged. Quality was poor. It took ages to have parts replaced and the fitters had to keep coming back.I asked for a discount for all my trouble. The company gave £300 to the fitter not me as I was the one who paid the bill. Where is the logic there.”

Helpful Report

Posted 4 years ago

“Sam on paint department was so helpful as we wanted colour match for farrow & ball - Sam advised us & mixed velspa to match full credit to you Sam”

Helpful Report

Posted 4 years ago

“Thank you to Ste at Bolton B&Q for helping me with my bathroom door handles, great customer service and advise”

Helpful Report

Posted 4 years ago

“Fantastic social distancing measures in Bridgend store also under the current circumstances the staff are friendly polite and very friendly.”

Helpful Report

Posted 4 years ago

“First time in store at Peterborough since lockdown! Great social distancing! Loved the lady on duty keeping everybody social distancing waiting to be served, if every business had her we would soon get rid of COVID, she was was amazing.”

Helpful Report

Posted 4 years ago

“I telephoned the store in New Malden to question a drawing in a manual for a 2 x 8ft extendable ladder which I considered wrong (p16) I was told that the manager was to busy and would I bring the ladder into the store! Considering that was not the question and if it was he could have looked at one in the store. Idiots!”

Helpful Report

Posted 4 years ago

“Wouldn't recommend to get anything from B&Q!! Poor customer service when rang them and cut me off twice. They mistake and they wouldn't accept they fault in this as wrong bath was delivered. Exchange a bath takes up to a week and that is really poor. Blamed the covid -19 issue and also due to short of staff. Please don't bother with this perthetic company.”

Helpful Report

Posted 4 years ago

“Purchased two bathroom taps, the best delivery was a week after purchase. Website stated DELIVERED, not delivered tried to get hold of somebody by phone, IMPOSSIBLE ! left waiting them get cut off. Emailed NO REPLY! Got text following day saying delivering today, Still waiting!!!”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,569 reviews