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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“Trustpilot need to have a negative star rating. One is too much. Purchased a kitchen from B and Q. Designed in store. My wife had seen a walk in corner larder in their catalogue. A relatively new addition, we believed. So this was a must have. We received the kitchen on the 31st of March and had a joiner ready to start immediately. We were at the stage of fitting the doors, sink, oven, dishwasher, all fitted. just the doors to hang. The corner larder door, a big top door and little bottom door attached to each other, wouldn't close. It was hitting off the oven next to it. We contacted the store and were told that we had to fit two spacer panels, either side of the larder. Making the gap bigger. We pointed out that this wasn't in the plan or assembly booklet. We were told that this was normal and that a B and Q fitter knows to fit these. The joiner spent Saturday and Sunday stripping down and readjusting the kitchen. Quite a task as the corner unit contained all the electrics for the house and the unit to the left, the boiler. We pointed this out to the deputy manager, who reluctantly agreed to a visit. he agreed that the kitchen design and assembly booklet, had no mention of panels. He took some photos and left. We next phoned and got the store manager. He was less sympathetic. He offered two rolls of coloured edging tape, to hide the visible white carcase of the kitchen. We asked about the joiners extra work. He pointed out that we had used our own joiner. The best he could do was contribute to the extra expense. I pointed out that it's a design issue and not a fitting issue. He wouldn't help any further. Whilst this was happening, I had been phoning customer services at B and Q. Ten times in total. One said, nothing to do with us, we're online only. One person said that you can't escalate a complaint higher than the store manager. One didn't know what an area or regional manager was. Two would get their supervisor to phoned. HE didn't. One told me to seek legal action, if not happy with the store. Nobody knew how to contact head office. I have all the names of the individuals concerned, including their response. So. I'm out of pocket, with joiner. My kitchen still isn't right, and B and Q aren't interested. I also bought my two shower enclosures,wet walls,toilets and basins, at the same time as kitchen. The total value of my complaint is nothing, next to just one person reading this and going to Howdens or Magnet instead. 20/4 Spoke again to customer service. Seems that legal advice is the next step, if your unhappy with store response. So bottom line. If you have a complaint and the store manager doesn't agree, tuff. Get legal advice. Thank goodness we have Trustpilot.”

Helpful Report

Posted 1 year ago

“Was designed and supplied a shower area not fit for purpose, when I complained you basically washed your hands of the whole complaint explaining that its not your problem. Disgusting behaviour from a large PLC, that on evidence cares very little for it's customers.”

Helpful Report

Posted 1 year ago

“Very annoyed that you have to give at least on star, they aren't worth that! I bought two items in my local (Sunderland) B&Q and then had reason to contact Customer Services to complain. The guy I spoke to was decent and very helpful, admitting that he did not have authority to deal with my complaint he said that he was escalating my complaint and that meant the Store Manager or Deputy Manager had to call me with a resolution within four (4) hours. However, given that it was after 2pm it may be the next day before they did contact me. I accepted that. However, here we are three days later and there has still been no contact from the Store. It simply proves (once again) that Customer Service at B&Q is non-existent. I did leave a review on their own website and was emailed to say it had been accepted and published. The next day I received an email telling me it could not be published as it did not meet their terms and conditions. I submitted a second review and the same thing happened. Quite clearly B&Q will not accept negative comments in reviews and therefore must be under the sad illusion that everything is hunky-dory. I'm here to say it isn't!”

Helpful Report

Posted 1 year ago

“I was very disappointed in my kitchen but just got on with it I am now having to pay for a sure stop to be fitted has my stop tap is unreachable WAS thy bothered no One of my cupboard doors is hanging are thy botherd NO thy was of no help at all very disappointed”

Helpful Report

Posted 1 year ago

“When i request refund, refund cheque should be received within 28 dayd, but over 32 days the cheque not yet received Poor service”

Helpful Report

Posted 1 year ago

“Do you not buy off shire GB their delivery, scheduling and customer service is horrendous. I would not recommend them and I will not buy from them again.”

Helpful Report

Posted 1 year ago

“As a new customer i was excited about receiving goods for my new house - in the end my goods weren't delivered - they have awful drivers that works for different companies and they have their own rules -they are patronising and malicious ,I was let down from the rudest drivers and over the phone the customer services team were useless I will never use them again! and end up using a local:-)”

Helpful Report

Posted 1 year ago

“Another customer spilled paint and me and my nephew were coated in paint from knees down. Zero help from staff, very rudely told to go to the toilet, no cloths or wipes provided. Paint/clothes/trainers & toilet paper = not a great combination. No contact from customer service since complaining.”

Helpful Report

Posted 1 year ago

“"Misinformed" about terms of gift cards by customer services so bought one and wasted £50. Not happy.”

Helpful Report

Posted 1 year ago

“Brought a UPVC back door from here had an absolute nightmare trying to fit it ended up having to remove the door and send it back I’d lost 2 days trying to fit this door for a customer that I do a lot of work for made me look a fool in total it had taken me nearly for day to got it and get it to lock properly asked the store manger at yeading Middlesex if they can compensate me for the time it had taken me which should of been a days work at the most and I’ll I got was a poxy £50 gift card I’m really angry with the whole situation I don’t recommend anyone buys your UPVC back doors they are of poor quality”

Helpful Report

Posted 1 year ago

“Good service at my local Poole store, timber cut to specification very helpfully.”

Helpful Report

Posted 1 year ago

“Today phoned up abingdon store spoke to will ref worktops of my daughters saying this I'm not saying my daughter is going to cancel her worktops but can she reason my daughter cannot get fitters to fit 12mm worktop will said I will pass you on to another colleague which happened. asked my daughter details but cancel led the work off but I made a point that I'm not saying my daughter is going too but can she not knowing the man had cancelled off the work top s .my daughter goes into speak to anice man and said they have already been cancelled .did he not listen yo what was said .what if my daughter had decided to keep with them . Its agood job that my daughter did want to cancel .or we would nt have had the work tops in time”

Helpful Report

Posted 1 year ago

“Customer Service live chat is virtually useless!”

Helpful Report

Posted 1 year ago

“Martin, a trained carpenter at the Layton store, London was helpful and extremely knowledgeable. He went out of his way to help me and made sure I had the right piece of wood for the job. A true professional. Thank you!”

Helpful Report

Posted 1 year ago

“Would give zero stars if I could, so very disappointed that you can’t use gift cards for most of the products now, was gifted some from work but can’t buy anything that I want! Awful service will give gift card away & never step foot in B&Q again, misleading.”

Helpful Report

Posted 1 year ago

“Bought a Stevia ready fit kitchen recently from the Goole store and had to change some items - Matt was extremely helpful and nothing was too much trouble. Very impressed.”

Helpful Report

Posted 1 year ago

“Unmanned checkouts in your Cork store are a joke, I had a full trolley today and I was asked by B and Q staff to wand my own items (I do not work for B and Q) terrible customer service at checkout, unlike the quality aisle service I left items in store that I wanted to purchase as it was so difficult, why are your unmanned checkouts taking video recordings of customers?? Need manned checkouts, onto Screwfix for me”

Helpful Report

Posted 1 year ago

“All checkouts at Derby are now unmanned. Self service checkouts are entirely unsuitable, no room at all for goods taken out and scanned. Requested help but to no avail. So its goodbye B and Q until you stop this madness and revert to manned checkouts. Your loss is Srewfix gain”

Helpful Report

Posted 1 year ago

“Harlow kitchen department. So many errors made. Wrongly advised. Missed the deadline for ordering a kitchen at discount price. Placed complaint with head office. Just gets handed back to the inadequate Harlow store. Get nowhere!! Ian, the store manager, one minute says one thing, then does another! Really bad management. AVOID IF I WAS YOU. Go to Howdens or Benchmark. Much better customer service.”

Helpful Report

Posted 1 year ago

“Your Liffey Valley branch never answers their phones!! My online order has been delivered and is incorrect. I need to contact the Liffey Valley branch to rectify it, but they do not answer! Awful customer experience.”

Helpful Report

Posted 1 year ago

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