B&Q Reviews

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

2.2 Rating 2,543 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,543 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 28%
Accurate And Undamaged Orders	Greater than 63%
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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Joan Kennedy

ANON

Keith Atkinson

B&Q 1 star review on 11th September 2024

Swarn

112

Anonymous

Anonymous // 01/01/2019

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“Made a complaint and they offered a refund. I am still WAITING”

Helpful Report

Posted 2 years ago

“Didn’t deliver my complete order and been waiting for the bulk delivery team to make contact with me for nearly 3 weeks now. Very bad customer service don’t order online from them as you won’t get the full order. Now I’ve got to pay out delivery charges again. In fact use Wickes as their delivery was one sixth of the price of b and q and customer service was much better”

Helpful Report

Posted 2 years ago

“I go to b&q around 20 years, I like the b and q store, everything you need are there, except If you need advice, nobody give you the right advice. Some staffs have really believer and attitudes problem. The management is not go I had complaints to some managers name Steve and liz at the Washington b&q I received no feedback at all. A few staffs have been racist to me, and then Steve very generously give me around 1 pound discount to make me happy what a huge compensation. Staffs are not good.”

Helpful Report

Posted 2 years ago

“I wish I never walked in to B&Q Purley Way Croydon store.. Have you ever had to beg for the installation of a kitchen to be completed. (Literally Beg!!!!) (4 months) It’s hard for me to say this.. I want British Business to be successful, however the showroom teams just doesn’t seem to give a flying focaccia about their customers. Like really! Find the store phone number and attempt to call the Branch.. does a company that cares about their customers have a phone line that disconnects customers when they have a problem.. Go on call them.. here’s their number and see if you can get through... 0330 123 9243 - B and Q Croydon (Google it, if you want to check) Now imagine you’ve spent over 5k and you have a problem.. how would this make you feel. Still feel like buying from them now? Thank me later… I just saved you months and months of pain, stress and frustration.”

Helpful Report

Posted 2 years ago

Helpful Report

Posted 2 years ago

“I visited the Oldham store on 14 th August and Jamie ( a store manager ) was extremely helpful and managed my order so well .”

Helpful Report

Posted 2 years ago

“Never have much items on shelves Poorly stocked”

Helpful Report

Posted 2 years ago

“I placed an order for some flooring on 4th August. I was expecting to receive it the next day as per the confirmation email. It didn't come. Three days later, I received a vague email update which was very unclear. It said 'The items you are having in exchange for the return items are detailed below.' - but exactly the same product that I ordered was detailed below in the email. I continued to wait for my order to arrive. A further three days later, I called B&Qs customer support - as I still hadn't received anything. The person I spoke to could not shed any more light on the situation and wasn't sure what had happened. He said my flooring had been out for delivery three days after the order was placed, but was not delivered. I confirmed that I had been in all day that day, and no delivery attempt had been made - which I could also verify via my smart doorbell camera (which records every visit to my address). The customer support rep promised I'd be called back by the store fulfilling the order either the same day or the next day to be fully updated on what was happening. I was never contacted In the meantime I also received a partial PayPal refund from B&Q with no explanation whatever - but for less than the amount I paid. So I am out of pocket, still don't have what I ordered, have received no explanations as to what is going on, and am having to chase yet again for more information and to hopefully get the rest of my money back. I am shocked at how bad the service I have received has been so far, and feel extremely frustrated and angry that I am having to use up my valuable time chasing a transaction that ought to have been very simple. I have a 5 month old baby to look after and really can do without this nonsense. B&Q should be ashamed of themselves for offering such diabolical service.”

Helpful Report

Posted 2 years ago

“I bought a Cooke & Lewis toilet and the cistern stopped working - just allowing water to continue to pour through. Despite the 10 year warranty, the response from B&Q was for me to go and buy a replacement ''This can purchased from the plumbing aisle in B&Q or any plumb centre. No product fault." https://www.youtube.com/shorts/Xog2-Tkg-uA”

Helpful Report

Posted 2 years ago

“I didn’t receive the product. I was supposed to receive my order on Saturday and still not here after 2 days. I spend the whole day calling customer service and Southend store. After 5 conversion that I had through the day they assured me that my order will be delivered till 7pm today. It’s a 10pm, I had not receive the order yet. Already paid the technician for today even though he couldn’t finish his job because of the lack of material. I made another order (same products) to collect tomorrow morning at Chelmsford B&Q otherwise I’ll have to pay the technician for nothing. Thank you B&Q for not delivering my order on time and the most frustrating thing is that your employee gave me false information and make me believe that I would receive my order today.. apparently checking on the system. That would definitely be my last time ordering from you.”

Helpful Report

Posted 2 years ago

“Nottingham, riverside branch. kitchen department. We took a mentally disabled member of our family to order a kitchen that we had seen in the showroom. we explained to the staff members that my wifes' brother was mentally incapable of dealing with this purchase and would they be good enough to direct all calls and communications to my wife. They assured us that this would be no problem. At no time were we told that unless her brother gave his written permission for this then he was totally responsible for the installation. This absolute disgrace of an installation in an 8' by 8' kitchen is now running into 6 months. It is not the kitchen we ordered and you would think that the three different fitters who have been to the site were actually school children because the standard of work is atrocious. The store have told us that the kitchen is fine and they often fit kitchens which are not as you have seen them in store. Well we want what we ordered and paid for. We have paid hundreds of pounds in fuel travelling back and forth on the motorway to try and resolve this. the store are trying to make us look like idiots who have never dealt with a new kitchen before . we are nearly 70 and have had endless kitchens , bathrooms and bedrooms fitted with no problem. the store are sick of us and we are totally sick of being treated like idiots. the staff have lied to us. they never reply to emails following serious concerns. The store manager actually told me that my wifes' brother had signed the completion certificate and there was nothing we could do about it as he was legally responsible for the order. The store made my wifes' brother pay for work that was never carried out and we only got this money back because we had taken before and after photos . How many other people have fallen for this. Apparently the fitter goes to survey the job decides what extra work he wants to charge for. tells b & q and they just make you pay it. then the work is not done and the fitter or b & q have a tidy profit. I would call this taking money under false pretences. as a customer we have never ever dealt with a more incompetent , cheating , amateur business. Never ever again. Please please be warned and wary.”

Helpful Report

Posted 2 years ago

“I wish customer service in the store was as great as the man who greeted me outside. I've been told management fired the greeter for being too pleasant. What a shame.”

Helpful Report

Posted 2 years ago

“I asked B&Q guy to design my kitchen. And he did a shamble of a job. Even a 6 years old child can do a better job that guys employed by B&Q Wednesbury. There was no fridge freezer unit in the diagram? He didn't even give enough time int he phone call to get more information about the worktop etc. Who employs these guys and how could these jokers get salaries whereas I work my ass out in the IT service industry and had to apply my brain's last bit of remaining cell for problem solving.”

Helpful Report

Posted 2 years ago

“Ordered and paid in cash for a kitchen in Jan/Feb 2022 Kitchen didn't arrive on time, when it did it was all wrong. Had to reorder the splash back and other stuff. Customer service stinks, attempted on several occasions to speak to the manager and told in meetings. Maybe if they stepped out onto the floor to see what a shambles they are managing they may have empathy for the customer. Good customer service should have great communication some one who cares to listen, empathy and knowledge. To be accountable take ownership. Not B&Q - a disgrace, absolutely awful customer service would never recommend.”

Helpful Report

Posted 2 years ago

“Very disappointed to see No changing faculties in B&Q Inverness.”

Helpful Report

Posted 2 years ago

“I ordered a kitchen months ago arranged a delivery date of 26th May, it never turned up, was told it would be with me by 09.00 on the 28th again never turned up so had to rearrange both the kitchen fitter and for new deliver of 23rd July again it won't be delivered as b&q have not put the delivery into their system so am having to cancel the fitter again AT MY COST.”

Helpful Report

Posted 2 years ago

“Parasites of the highest order,they may aswell not have customer service employees as the customer service does not exist,do not order online,they take your money but don't deliver or tell you why,getting refunds for undelivered items is a nightmare and they don't reply to email requests or questions...Total parasites.....”

Helpful Report

Posted 2 years ago

“Bought a Keter Ultra Bike Store on line and received delivery. When i went to unpack it I noticed that it looked like it had already been opened and had been poorly re-shrink wrapped. I opened it to find all of the screws and fixings were missing and it was also damaged. Clearly somebody has already had it and returned it and you think you can just re-ship them out to some other poor individual. Its currently in my back garden in bits waiting for you to collect, you can take all of the packaging away too. Will be calling for an immediate refund and I also want to register a complaint. B&Q have a terrible reputation for quality and this just re-enforces it. If i could rate you less than 1 star i would.”

Helpful Report

Posted 2 years ago

“Waiting for my refund, was told it would take just a couple of days, Its now 10 days and still not returned to my bank, Customer service is rubbish, got sent around an automated system only to be cut of, nobody replied to my Facebook message, i will be shopping elsewhere from now on.”

Helpful Report

Posted 2 years ago

“I purchased a £300 Mountfield lawnmower from B&Q Tunbridge Wells to then find the identical model for sale at Screwfix for £225. I thought it was extremely poor to be charged so much more at B&Q, but they advertise that they price match so my wife went back to the store to request this. The manager said that Screwfix was part of the same group as B&Q, do they didn't have to honour there advertised price match. So the moral here is shop at Screwfix over B&Q. I will be returning for a refund and am sadly leaving a 1 star review like so many other customers.”

Helpful Report

Posted 2 years ago

B&Q is rated 2.2 based on 2,543 reviews