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

“I ws in the B&Q parkhead garden centre buying a store box fr my garden. The young man who helped me was very good at his job I caught his name Conner. Thanks Great job👍👍”

Helpful Report

Posted 4 years ago

“I would strongly advise not to purchase from B & Q and the basic problem is there Customer Services. If you order larder doors they are delivered using a 3rd party service ( example. Parcel Force or DX ) . So far I have had 6 doors delivered damaged and 4 doors that where undelivered by DX ( Due to the damage received during transportation). 10 doors in total is ridiculous. So ! I tried to escalate the issue only to find out customer Services have No record of my original call? So on 2nd call I requested to speak to a manager 4 Times. Finally I was told that manager would call me . I am still waiting.”

Helpful Report

Posted 4 years ago

“My wife and I visited the B and Q store in Glastonbury looking to match a base unit to those in a house we have just purchased. I think like most people unless you know exactly where to look in these stores you will be there a month of Sundays. Lucky for us we went to the kitchen department and was welcomed by Amy and which turned out to be the best customer service I have ever witnessed. I run a local business and i would employ her tomorrow. Please make sure you commend her on her work as if you don’t you will lose her and the store will not be the same without her.”

Helpful Report

Posted 4 years ago

“B&Q have the worst home delivery service I have ever experienced! 2 days after my delivery was due I am still waiting, worse still I have no idea when or if it will arrive. I have emailed 3 times and spoken to their well meaning but essentially inept customer services team 4 times, to no avail. No one seems to have a clue what’s going on. Honestly I am appalled. Their team seem dysfunctional, different departments are like separate companies, there is no point of escalation, it seems no one is accountable or in control of the business delivery function. Please don’t ever use the B&Q deliver service. They are completely incompetent.”

Helpful Report

Posted 4 years ago

“came in to the cheltenham store yesterday and Jamie the kitchen designer assisted me with some flat packed garden furniture very helpful and today i had exceptional service from Clair in seasonal who went out of her way to resolve them click and collect items i had despite them all not being picked when i arrived”

Helpful Report

Posted 4 years ago

“Utter dog S!!! Experience at B&Q Bolton. The cheeky B!!!!!! charge to get a trolley, I’ll never go back again”

Helpful Report

Posted 4 years ago

“I needed help with my garden fence paint and a member of staff(Pam) who works in the Imperial Park, Bristol quickly checked to see availability and got me the colour I needed. She could have taken the easy way out and say. "non in stock". That is the kind of service one would expect from an assistant. Thanks Pam. for checking. My fence looks amazing!”

Helpful Report

Posted 4 years ago

“After visiting Colchester store today I had cause to ask for assistance. I approached a shop assistant, mask on, and had to slightly pull it away from my nose, so I could breath as I was finding it difficult. I didn't remove or pull it down, but as I did this, 2 metres away from the assistant, she literally almost jumped away saying something about my mask not being on properly She made me feel like a leper!!! She then went over to a colleague and pointed to me , which made me feel extremely upset. I'm 81years old, and her behaviour I feel was completely unnecessary, and it's this kind of treatment some shop assistants are showing toward the public, during this pandemic, that are giving cause for so many complaints .I left that shop today in tears and will not go back!!”

Helpful Report

Posted 4 years ago

“We bought a mira shower from B&Q but soon realised that it wouldn't fit in our bathroom. Unfortunately, we had lost the receipt but we decided to give it a try and return it anyway. When we got to the B&Q Sutton store, we were very pleasantly surprised by the high level of customer service. In particular, Sonilla, the manager on duty was very helpful and patient. She helped us locate the transaction in their system and return the item. We are very grateful for her professional and polite manner. She's a great employee who is an absolute credit to the company and its reputation.”

Helpful Report

Posted 4 years ago

“Thoroughly & utterly disgusted with the 'service' (as they might call it) from B&Q Sutton, Surrey store today. So spent £800+ online for laminate flooring from the Sutton Store. Two guys in a regular 3.5t truck turned up late morning to deliver the flooring packages, total weight over 470kg. My wife was in at the time and asked the driver to drive onto our drive. We've a big drive and the gates had been left open. Every other company that has delivered to us during the building of our loft conversion has driven into the drive so that the goods can be unloaded in front of the house. Not these two guys. Oh no, they refused to drive in and simply unloaded the flooring leaving it on the pavement! As chance would have it, my in-laws arrived on spec to collect some old pallet wood from the skip in our drive and seeing what was going on, stopped to help. So these two guys from B&Q left leaving my 80 year old in-laws and my 50 something wife to carry all of the packs from the street onto our drive. Totally unacceptable! I was out at the time when I got back about 1pm rang Duty Manager Ashley at Sutton store. He said he agreed it was completely unacceptable and he'd speak with the delivery manager and get back to me. I asked by when and he promised by the end of the day. So, now 8.40pm and no return call. I am so disgusted. I am absolutely the wrong person to do this to (as they will find out to their cost.) They can also come and collect their 806 quids worth of flooring as I will now be buying elsewhere. So if you want to spend nigh on a grand and get treated with utter contempt then absolutely, B&Q at Sutton, Surrey are the team for you ! Totally disgusted and if I could give ZERO stars I would. Good luck !!!!”

Helpful Report

Posted 4 years ago

“Ordered a Bosch Pressure Cleaner, then got a phone call. They only had one in stock, and it was the one they had on display. I was asked if I wanted it at a cheaper price and they would refund the overpaid amount. I agreed. It arrived today, in good condition, but without manual and with a cheap nozzle and not the nozzle featured online (value ~ £22.-) . I printed the manual from the internet ( no problem) and phoned them about getting the right nozzle. I was told that the only way to get the right nozzle was to bring the pressure cleaner back to them, get a refund and get a new one. My suggestion to send the wrong nozzle back to them to have it exchanged was not acceptable. How to get myself together with the pressure cleaner from North Pembrokeshire to Swansea is my problem ( there are reasons why I used online order with delivery!!!). It also will cost me more to get to Swansea than buying the right nozzle from a well known internet dealer. Totally unacceptable service! Why bother with supporting the local business? They do not seem to need it!”

Helpful Report

Posted 4 years ago

“Rubbish website; 'customer service' line cuts you off repeatedly; if you manage to get hold of anyone, they never know how to resolve issues, put you on hold again, then cut you off. I've never managed to actually go online, find what I want and just buy them - keep getting messages like 'not available to collect', 'not available to deliver', 'not available in your selected store'.”

Helpful Report

Posted 4 years ago

“Have been in the Holywood exchange branch and Lisburn branch and both times customer service was appalling. You have to ask multiple members of staff for help, none of them seem to have a clue? Then when you get a member that 'deals' with that section they say if its not there we don't have it. I was in multiple aisles and most things are in the wrong location. For example was looking at mirrors and it said a rounded mirror was in location 1 and when you look in location 1 a square mirror is there? Another example; spray paints are all mixed up and don't match the SEL below. I work in retail and have done throughout the whole pandemic and I am appalled with the service I recieved in both stores. I would never speak to a customer the way I was spoke to very rude at tills as well no Hello, smile or thank you...”

Helpful Report

Posted 4 years ago

“I just used the Bridlington store's online kitchen design appointment service, and I can't speak highly enough of the quality of service and attention to detail. Bradley was extremely patient, creative and helpful - a credit to the company.”

Helpful Report

Posted 4 years ago

“Arrived on time.....Goods delivered were all fine..... the delivery driver Steve (Chester?.) was very obliging and pleasant, he carried my compost bags round to the patio, as I’m a pensioner and unable to lift.....a great help!”

Helpful Report

Posted 4 years ago

“Myself and my husband purchased a kitchen and bathroom in 2017.We encountered problems after problems caused by them.We had enough and finally went to the Financial Ombudsman, but we are going to be in a worse position than when we started as we have to cover the cost in putting the damage they caused right!!”

Helpful Report

Posted 4 years ago

“The que control and staffing levels are really poorly managed at B&Q. We just went to Homebase where they handled the ques much more efficiently”

Helpful Report

Posted 4 years ago

“Was in the Newtownabbey store today looking for lights,, said on my phone they had 7 of them in stock , but didn’t tell myself the aisle as it normally does,,, so asked a member of staff on the way in,, who told me I would have to ask someone else,, in store I asked 4 staff members for help ,, 2 told myself they hadn’t time as they where doing click &collect ,,, 3 person just looked at me and said I don’t know,,before the last person told myself there was no location for the lights and to look around the light bulbs ,,,,, words have me lost for the service ,, unbelievable,,I wasn’t asking them to get myself the lights just which aisle they where in,, had the product code so wasn’t asking much and I know people are stressed and very busy because of things at this time(Covid) but there’s still no need for poor service :(”

Helpful Report

Posted 4 years ago

“Avoid B&Q kitchens unless you want missing ,damaged wrongly ordered parts. Customer service is shocking and dont care once they have your money. I have spent over 8hrs talking to customer services and they promise call backs and to sort out your problems..... They dont We even had different doors for the cabinets but luckerly the Mrs doesnt mine them. 2 weeks after the delivery im still missing 2 sets of door hinges that wete not supplied. B&Q Erdington have staff in the showroom that design your kitchen and then send wrong items,i complained they said they would send out right one. Next day the said you have to cut it down to fit. Then they say a different thing altogether. Avoid Avoid Avoid you have been warned Offer £100 compensation but will cost me £30 for more hinges. Will not spend any more money with this rip off company. Will be contacting the ombudsman to make a formal complaint”

Helpful Report

Posted 4 years ago

“I have made 2 trips to the st Helen's store this week and each time a young man named Nathan has helped, he has a very friendly manner and nothing is too much trouble, wish more people had his customer sevice skills, thanks Nathan, hope he sees this, Jennifer Burrows.”

Helpful Report

Posted 4 years ago

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