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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“Ordered a fire and surround. Due to a change of address I asked if the delivery address could be changed and I was told that it was not possible and I should cancel the order. The order was then cancelled, or at least that is what I was told. I went on the chat on Friday to have it confirmed the order was cancelled. The person on the chat rudely cut me off. I phoned and again was told the order was cancelled and the money £810 would be refunded. Tonight I received a message that the order will be delivered tomorrow, to the address I no longer live at. What is going on with your customer service? Appalling and inept.”

Helpful Report

Posted 11 months ago

“I went in today only to get some light bulbs but thought to double check they were the right ones, went over to the lady and before could ask her politly she started to cough continuously in front of me/ my daughter then she went to one side to drink her Lucazade on the shop floor then still coughed but kept her distance from us like we were contagious. she came back no apologies for what has happened. I had asked if they still do a certain light bulb showing her the picture then immediately she said they stopped doing it long time ago but I can see on the shelves they do still have it but I just wanted to double check before I brought it. Anyway as we were leaving, the lady has obviously stopped coughing as WE were not near her. Not very welcoming, & felt abit uncomfatable & racial discrimination. Don't think I will be coming back anytime soon.”

Helpful Report

Posted 11 months ago

“Me and my partner bought a kitchen along with fitting (£7,000) from B&Q (york - monks cross). I have never experience such atrocious customer service in my life. We were passed from 3 different designers, the fitter didn’t measure the space correctly and when it came to actually fitting the kitchen there were so many design flaws that we had to wait over a month to have it completed. A young family left without a working kitchen or even a sink. We then had refunds worth £900 as the design (pull out cupboard, drawers etc) were not practical meaning they would have never worked in the first place, our dream kitchen slowly becoming unachievable. They then had problems with the refund system which was blamed on us (?) and after several emails finally they came to the realisation that it was their system error.. (still dealing with this now - kitchen started in Aug’23) I have come to the conclusion that no one that works there knows what they are doing and would never recommend buying anything from them!!”

Helpful Report

Posted 1 year ago

“The cover of our garden furniture blew away and left the chairs and table exposed to the elements. We bought it in B&Q Athlone and went on spec on 3rd. January 2023 to see if they had a replacement cover. We knew this was a long chance since it was not the season for garden furniture. We met Louise one of your assistants and explained our problem. We were able to give her a description of the item. She looked up her hand held computer and told us there was one somewhere in the store. She got an idea of its location and with the aid of a mobile ladder this wonderful lady spent 20 minutes looking through shelves three levels from the floor. She was successful with the help of another assistant. Louise could have told us that it was not the season for these items and left it at that. However she was determined to help us and i can only say this lady went way and beyond what I was expecting. Well done Louise and well done B&Q.”

Helpful Report

Posted 1 year ago

“I was just served by Donna at the Beckton Store and she went above and beyond to help me get what I needed. Thank you Donna xx”

Helpful Report

Posted 1 year ago

“The website is hopeless, cannot filter so only to get shown what is available at my local store. Keep getting shown what is available to deliver as well, very frustrating, it can't be difficult to put a filter on for 'what can I actually buy today'.”

Helpful Report

Posted 1 year ago

“HAD TO RETURN KITCHEN UNITS JUST PRIOR TO CLOSING TIME AND WAS SERVED BY KIRSTY IN THE ABERDEEN GARTHDEE STORE AND ABOUT THE MOST PLEASANT HELPFUL ASSISTANT I HAVE EVER DEALT WITH NOTHING WAS TO MUCH TROUBLE SHE EVEN BROUGHT THE GOODS TO MY CAR FOR ME .WHAT A PITY THERE WASNT MORE LIKE HER. WOULD HAVE NO HESITATION GOING BACK 10/10.”

Helpful Report

Posted 1 year ago

“Out of 4 items only one arrived after making a phone call that the day delivery never arrived in the first place .I had to spend another half an hour to get someone from customer service on the phone .Then they apologized and adjust the initial order as they did not have all the items in stock any more .Second time around the items didn't arrived on the day they informed me they will deliver .I called again to cancel the order and get a refound of the remaining items .I got delivery returned still waiting for the rest .After canceling I got a message from delivery that they want to deliver I don't know what as the order was cancelled.All together the customer service people were pleasant and respectful but this think does not compensate the very poor service . What I eventually got delivered was an item of a lower value than the delivery itself.Bottom line is that zi got my life so very complicated by ordering online .”

Helpful Report

Posted 1 year ago

“I asked a clearly lazy member of staff to help me find plumbing parts... He was shown a photo of what I wanted, he never spoke then handed me something completely different to what I had shown him.... He is not any use for dealing with the public atall....This was the Garthdee Aberdeen branch and I won't be in a hurry to return...”

Helpful Report

Posted 1 year ago

“The customer service at B&Q is none existent. The response from every call I made was exactly the same, showing that the staff have a script to follow. The complaints form doesn't work, showing that they are really uninterested in any after sales service. I will NEVER shop at this place ever again and would advise that no one does as you will not resolve any issues with them. I personally gave up and stopped the payment via my bank.”

Helpful Report

Posted 1 year ago

“Delivered wrong size toilet seat, with bowl and cistern. We had ordered two full sets. All they need to do is to exchange seats (quickly) but their supplier PJH want the full two sets (seat, cistern and bowl) back, despite one now installed today. Someone from B&Q’s “back office team” is suppose to call back within 4 hours. Yet to receive a call. Clocking up plumbing fees all the time whilst these B&Q jokers casually carry on showing no urgency whatsoever. No logical problem solving for the customer here either. Will be sharing the experience with BBC’s “Rip Off Britain”.”

Helpful Report

Posted 1 year ago

“I wrote a review yesterday but cannot find it to edit. I ordered a kitchen for £9,000 in July. Work started 3 weeks ago was promised it would only take a week. We had it designed for us in store but when it was started we found things we had discussed and asked for were not there. Despite paying £100 for a survey laminate was short of 2 boxes. Items like tiles we had paid for were missing also. My husband paid for two packs. We had asked for a carousel space saving unit under sink and the manager did send tiles,not the ones I paid for but let it go. The workmen came for a few hours the first day then left and this has continued for the 3 weeks without a kitchen or downstairs water. We have our kitchen stuff all over the house and it’s been extremely stressful. One day last week they came for 15 minutes and had to go. Promised it would be finished by last Friday but wasn’t. They came yesterday from 2 till 7.30 to try and finish but we said to go home and come back tomorrow as seemed tired. I noticed the strip edge had been put in for laminate it doesn’t match in any way and looks so cheap and plastic. It really is unacceptable so am ordering it myself as apparently they only stock the one we have got. We had a kitchen from them a few years ago so didn’t expect such service from b&Q. It has caused me extreme stress and anxiety very disappointing am waiting for a call from a manager tomorrow so hope I can get this resolved soon”

Helpful Report

Posted 1 year ago

“Purchased 500.00 pounds worth of kitchen goods. And had a big bulky trolley, we asked if someone could scan it on the tills for us, we were told we have to do it ourselves, although there was 3 members of staff standing doing nothing. Very poor”

Helpful Report

Posted 1 year ago

“Extreme bad customer service. Had a new bathroom fitted, after work was finished had no hot watet in sink. Waiting 4 weeks and counting for someone to come and look at it. Trying to blame the boiler, which had no issues before bathroom was started. Appalling, do not buy anything that requires them to install or have customer service after.”

Helpful Report

Posted 1 year ago

“We bought 12 shelves for our online business we were about to start, the shelves arrived damaged, scratched and had missing parts. We made several attempts to resolve this with B&Q and was constantly ignored for weeks, to the point we HAD to build the damaged shelving as we needed it for our online business. Eventually after weeks and nearly months of emails, calls, and writing to our MP, B&Q responded. The angry advisor Alan from the executive customer relations department lied to us, mislead us, spoke over us, spoke down to us, was patronising and put this whole experience as the worst I’ve ever had. The CEO Graham also ignores his emails, clearly doesn’t care about his customers or how much they’re being mistreated!”

Helpful Report

Posted 1 year ago

“Ordered a door and when it arrived it wouldn't open. On 02/09/2023 I asked b and q to collect the door and give me a refund. Its now 04/11/2023. The door is still at my house and I'm still waiting for collection. I’ve heard every excuse from them “its the wrong team” “your number is wrong” (it wasn’t) “its been escalated to the wrong team” “we are short of staff” “the team are in a meeting” “we can’t get ahold of them”. Every time i call im told that they will call me in 24 hours and they haven’t ONCE contacted me. I called my local store and they can’t help me either. So I've got a broken door and im £327 short.”

Helpful Report

Posted 1 year ago

“DO NOT ORDER ANYTHING FROM B&Q!!! The frustration, anger and disappointment are only a fraction of the emotions of what I am feeling today. Since August, when placing an order via online app, I have been chasing a "ghost" ... B&Q has sold me an item that doesn't exist anymore and fooled me around for over 2 months giving me 3 different delivery dates, empty promises and apologies that do not cover the wasted time, effort chasing the delivery and stress for the whole family because of unfinished work that has been placed on hold due to B&Q's incompetence. I have called customer services so many times only to hear some imbecilic excuses and empty promises that someone would call back - no one has EVER called back. I have requested to speak to managers to request an explanation about my order and discuss a resolution or a refund, but this has been declined. I have raised a complaint via B&Q's website, but this has been ignored. Today if I hadn't called myself again to find out whether the promised order would be delivered, I would be sitting at home and still waiting for the "ghost" to arrive. So now, after so many emails and phone calls (about 20 in this whole 2 months), they have decided to issue a refund stating that the item is unavailable. Absolutely disgraceful and disgusting behaviour that has put me through the stress and headaches during this time. I will never deal with B&Q again and I suggest everyone else to stay clear of this company as well, if you do not wish to go through the same unpleasant experience as well. They have the audacity to share the wrong information, sell you non-existent items as a result, fool you around like a puppet and not take any accountability for their mistakes. PS! This review goes for those managing online store and anyone working in the customer services and complaints department.”

Helpful Report

Posted 1 year ago

“B&q market place blames sellers or everything they take no accountability no responsibility no ownership of any issues you experience .South African call handlers operations based is shocking as well they don't care .won't do business every avoid avoid .escalations of complaints 5 times are a complete utter farce .the call handlers seem scripted and don't take you serious .”

Helpful Report

Posted 1 year ago

“We went to our local B&Q in Blackpool today about a problem with our fire, Rachel helped us, what a lovely lady, very knowledgeable and talked us through the problem we were having, fabulous service can’t thank you enough Rachel, very happy customer.”

Helpful Report

Posted 1 year ago

“Is it me but the lack of customer service at B & Q Tunbridge wells is appalling. They have staff standing around the checkouts but NONE open, self service only. I am sorry B & Q but you really need to improve”

Helpful Report

Posted 1 year ago

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