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

“Went there to take a faulty Strimmer back. Staff extremely rude. Had to wait approximately an Hour for a Refund after a lot of inquisition. They tried to make a fool of me and my Son, whilst other Customers just looking. So embarrassing. Will never go to another B and Q again.......!!!”

Helpful Report

Posted 4 years ago

“Aintree branch today at 12-30pm, like COVID 19 Central. I couldn't spot one member of staff, tills & shop floor wearing a mask. When I queried this on the till the middle aged woman informed me it was their choice. I informed her that if her fellow staff members coughed in my face I would be a victim of their lax discipline. She just shrugged. Stay safe,avoid at all costs.”

Helpful Report

Posted 4 years ago

“Purchased scratch resistant flooring and within 12 hours of it being down it has scratched! Contacted B&Q in January and apart from repeated emails requesting the same information from me, nothing has been done! Awful customer service! I’m sure this is against my consumer rights!”

Helpful Report

Posted 4 years ago

“Fantastic service from Michelle at B&Q parkhead. She gave me shade cards to show my wife at home. When I returned a day later, She mixed the paint We had chosen. Great patience( even though there was a queue)! So kind and helpful, A credit to the store.”

Helpful Report

Posted 4 years ago

“I was served by a lovely lady called Michelle at B&Q Parkhead, Glasgow. I,m painting my caravan, and on Tuesday She helped me pick out shade cards to show my wife at home. On Wednesday we returned to the store, and Michelle mixed the paint we had chosen. She was very patient (despite having a queue waiting), kind and helpful. Lovely customer service.”

Helpful Report

Posted 4 years ago

“Poor stock keeping ,wanted plum stone clippings,showing that 13 in stock,at culver house Cardiff store,none in stock. This is the second time I have visored store to find that products out of stock When website saying stock available.”

Helpful Report

Posted 4 years ago

“Very poor customer service. No interest in helping customers at all!! Homebase totally a better organisation. Will never return”

Helpful Report

Posted 4 years ago

“I happened to have the unfortunate experience of having to use B&Q(Greenwich)this morning to try purchase paving slabs that needed to be matched in with other slabs, usually half an hour before entering the Greenwich branch I have to psych myself up and ready myself for their appalling lack of customer service skills and wrestle with their atrocious lazy attitude, (B&Q staff in Belvedere and Dartford are quite helpful) A total waste of my morning where they were showing a stock of 49 slabs before leaving my house, when I checked the section there were no slabs there, I proceeded to find a member of staff to ask if maybe they were in the store's warehouse yard awaiting dispatch to the section, he rudely pointed me to another member of staff and if by premonition or great intervention I already knew what this other member of staff would say before the words could even leave his mouth "sorry sir if they ain't on the section wee don't ave em" I'm sure this is a well rehearsed answer in the Greenwich store, rather than me trying to explain that your showing 49 slabs he wasn't programmed in the world of customer service to dissect this information or use his initiative or brain to be able to say " let me check sir why we're showing 49 or let me find someone more experienced that can help you, his answer was a very reassuring "hav you try Beckton mate? so rather than me try to re-educate him in the simple laws and skills of good customer service and have him, zombie like, look straight through me and think has this geezer just landed here from another planet, I proceeded to ring B&Q customer service who informed me that I could pay for the slabs online and be reassured that I can pick them up the following day, great idea in theory you'd think!, until you go to pay for them online and it's not giving you the option to click and collect rather the option is pay £30 and you can have them delivered while I have my big van parked outside where I can load them in myself. On a serious note, poor store management leadership leads to poor colleague performance on the shop floor, that's why I tend to mostly shop in Screwfix or Toolstaion who are miles ahead of B&Q not only on price but also customer service, wakeup B&Q head office you've really dropped the ball regarding this store especially in these unprecedented times we're in, the bigger you are the harder you will fall”

Helpful Report

Posted 4 years ago

“B&Q Croydon, Valley Leisure Park Estate: So bad organised, screws and accessories department is a complete mess! ... looks like abandoned ...”

Helpful Report

Posted 4 years ago

“We ordered a kitchen including a dishwasher sink tap and extractor. The delivery was arranged to the property where the kitchen fitter was waiting. Later in the day we had an email from B&Q stating the dishwasher was no longer in stock and offered an alternative. Why we were told after the delivery and not before is very poor. However, we looked at the alternative offered and accepted that. We were told we wouldn't have to pay the difference as agreed with the customer services manager. Was told we would receive an email confirming this once forms had been returned that evening stating dishwasher not delivered. The problem was handed to me by my husband who ordered products and the adviser spoke to me and was very helpful. I pointed out that the plumber was booked in to fit the dishwasher etc as per the delivery date and was going to unavailable after this time. However, the next evening was a totally different matter. As we hadn't received an email I rang customer services again and spoke to Craig who refused to talk to me about the problem as the account was in my name. I explained that i had spoke to the advisor the previous night he told me he wasn't prepared to lose his job for talking to me even though I had told him word for word what had been agreed. I asked to speak to a manager and he said I couldn't. I asked again and again he refused. I asked his surname and he refused to give me that and hung up. My husband has since rang and put in a formal complaint has heard nothing since. Has rung again since to find out what is happening with the dishwasher and not sure when this could be delivered. Have now asked for money to be returned and we will shop elsewhere. We were then told would have to check to see if we could have our money back! Absolutely disgusted with service and attitude of staff on customer services telephones. Seriously think about buying anything from these.”

Helpful Report

Posted 4 years ago

“Terrible company has complete disregard to customers, during covid the door ‘nazis’ were particularly unfriendly as well. Never going to shop there again .”

Helpful Report

Posted 4 years ago

“Had a tin of paint explode in my car , returned to store , department manager very rude . Went to leave paint in store and was told to take it with me or he would call the police as it was dumping rubbish. no apology just told not his problem . Contact the store and head office still waiting for the General manager to contact me. When leaving the store a member of staff asked if I was ok as I was clearly visible upset. The member of staff was very kind and expressed I should not take any notice as this particular person ( I do have a name) was always rude to staff and members of staff. This was last Wednesday/Thursday”

Helpful Report

Posted 4 years ago

“Qued outside the Trafford store 20 mins due to covid no problem I understand that. When inside asked a member of staff is the cutting station open as I require some wood cutting this is at 1625 yes sir it is but the member of staff that cuts is on his break till 17.00. Oh well I'll wait the 35 mins as I have already waited 20 mins to get in. 17.10 a member of staff tells me the member of staff who cuts wood will be another 30 mins on his dinner. That is a hour and 15 mins wait. Was not prepared to wait any longer so went to go to customer services to complain and was told I would have to follow one way system and que up again outside to get back to customer services. What happened to common sense and treat customers right so they will come back. Disgrace”

Helpful Report

Posted 4 years ago

“Where do I start. Great In store design Service. Amanda couldn’t have done more. Even the Covid delay we can cope with thats life. So delivery: We’re bringing one item on 21/7. The other 95 will come as promised on the next Saturday. What did they send 21/7? All of it! Fortunately the guys on the van were great and arranged to take it back and redeliver it as planned on the Saturday. Saturday comes. No text or phone call. Not a biggie, let’s call the contact centre. Then we encounter lazy Shaun who tells us B&Q have screwed up and he doesn’t know and can’t be bothered to find out where it is. Lazy Shaun doesn’t care you have a fitter booked who turned down work to fit your kitchen. Not does he care you are living in a building site awaiting a delivery you know is already picked and on a pallet In Runcorn. It’s too hard for Lazy Shaun to pick up the phone and ring Runcorn and tell them to put it on a van and bring it. Thus correcting B&Qs mistakes. But lazy Shaun doesn’t care. We must be grateful to Lazy Shaun because he will send an email to another team who might get back to us on Monday or Tuesday - perhaps. Neither does lying Kelli on Twitter who publicly wants to help via DM but when you send her DMs does everything to avoid helping. Fortunately the delivery guys do have the delivery. They don’t work for B&Q can’t you tell they are getting things right. But then we check the delivery and yes, something is missing can you guess what? A bag of screws? A piece of edging perhaps. No it’s a bloody great dishwasher! How do you forget to pick one of those!!!!! So back to Lazy Shaun and his merry men. Twice the call was cut off whilst Lazy Shauns mates are reading notes - coincidence? Not convinced on that one more like to hard to do after read Lazy Shauns one sided notes. Clearly lazy Shaun doesn’t realise they are disclosable under a DPA request. I wonder what his prospects of remaining employed are once I ask for those notes. And all this because he couldn’t be bothered to try and sort a problem out. As an end note our plan this afternoon was to go and see Amanda again and spend £10k on a bathroom. Did that happen? Guess once. Stay tuned for the latest saga in did we get our dishwasher or not.”

Helpful Report

Posted 4 years ago

“Very disappointed with B&Q these days, have spent thousands in the past, all large items delivered with out but that doesn't seem to be the case over the last year or so. I have tried to order, wooden flooring, ceramic tiles for kitchen and bathroom a bathtub and other bits and bobs. however as soon as you get to checkout and put in your address, it says these items can't be delivered. GOD know why. I have now moved to Wicks who will deliver anything I put in my basket and I might add - if over a certain amount - free of charge”

Helpful Report

Posted 4 years ago

“Today was the second day I had gone to B&Q in Luton, with great regret I would have to say the customer service was absolutely appalling, both days I have asked for assistance and both days employees were unwilling to help and made me feel inconvenience. I am surprised with the attitude of staff members giving that B&Q is ment to be a repertoire company. I am very disappointed with their customer service.”

Helpful Report

Posted 4 years ago

“Tried to order a fitted kitchen from B&Q. The website is difficult and frustrating to use. I knew exactly what I wanted, I had a list of cabinet sizes, fixings and fittings etc. When I finally managed to order it all, they came back with a delivery time 7+ weeks away. Click and collect was not available on half of the order. Gave up and I’m going to Ikea.”

Helpful Report

Posted 4 years ago

“We just recently ordered a new shower for my father in law as his old one had broken down. We were informed the delivery would be on 2 days time. This was fine. The night before the shower was due to arrive we received a text from the courier informing us the that they had the item and the time slot to be delivered. We were able to track it. At the same time we received an email from b&q stating they had given us a refund. We telephoned b&q whose customer service manor was appalling and they told us we had the refund as they did not have any stock of this item despite the website stating there was 4 available upon ordering. Clearly this company have not got a clue what they are doing. The next morning at the stated delivery time the shower arrived and my husband fitted it. B&qs attitudes have been appalling for years and its time to address the issues they have starting with how to speak to its customers. After all this my father in law is pleased with his new "free" shower.”

Helpful Report

Posted 4 years ago

“I found the item I wanted on B&Q website. I checked the availability in a local store. B&Q confirmed that the item was available. I placed the order and paid for the item. The item was available to “click and collect” only. B&Q confirmed my order and payment. 2 hours later B&Q e-mailed to advise that the item was not in stock. This happens frequently in my experience. Not good enough. Very poor customer service!”

Helpful Report

Posted 4 years ago

“Searching out a discontinued paint, found B&Q had 2 in stock at a store 33 miles away. Drove down for the store opening next morning to be told by staff they haven't had any of that paint line for "1-2 years". Wasted 2 hours and a couple of gallons of fuel, customer services completely uninterested, firstly trying to feed me some guff about Google caching archived web pages, then when I called them out on this, they blamed me for not calling ahead to check stock. That a company their size cannot update a stock item, potentially 2 years out of date is laughable.”

Helpful Report

Posted 4 years ago

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