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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“Went in B & Q, Bolton, today for some decking paint. Couldn't see what I wanted on the shelf so I asked a member of staff, Barry, who turned out to be a gem! He was friendly but professional and really knew his stuff. The paint I wanted was discontinued but he managed to mix me a very similar colour to the one I wanted. In my opinion Barry is a real asset to B & Q!!”

Helpful Report

Posted 2 years ago

“Bought a Kitchen from B&Q Speke store back in January, delivery date was end of April.Kitchen arrived and half of the units/parts was missing or contained items from completely different ranges!!! Up to now I have had to visit the store 21 times myself to return(items that we never ordered but received) exchange as received different measurements or from other ranges... And I even had to cancel my worktop purchase as they couldn't even give me an estimate delivery date for it after 4monts of waiting! Now I can't even remember how many times we have had to re order with the waiting time within 1-2 month's (due to stock issues) and I have had to book off work to be at home waiting for delivery to arrive only to be told that "I'm sorry they are not coming today, but don't worry we will re-book"! Since JANUARY we have no oven or gas and cabinets are still missing! Took my money that's about all they did been left waiting for six months so far just being lied to everytime, how can they sell item's if they haven't got them in stock for 6 months??? I am extremely frustrated, dissapointed and annoyed , not the kind of eperiance I was anticipating from a national brand!”

Helpful Report

Posted 2 years ago

“Terrible experiance... ordered a showerr online for next day didnt turn up... contacted B&Q... delivery date was date september from late june ordering.... systemsays there was one but wasnt butstilltook my money....14 daysfor a return Cheque!... odered sameshower fromscrewfix online £50 cheaper even though they are part of same company... RIP OFF B&Q NEVER AGAIN... Also over 3 hrs on phone trying to sort it out with them and there supiers who told me that triton were out of stock.... which they were not as i contacted them.”

Helpful Report

Posted 2 years ago

“1) I ordered 3 sheets mdf, a bit of timber, hinges and screws 2) Delivery was separated which was awkward as I'm a tradesman working out of my local area. Screws and hinges would come a day later. 3) Asked if it could come same day-told I was in luck as slot had opened up. 4) Screws and hinges arrived, badly packaged (screws coming out of plastic bag) and no mdf or timber. 5) Constant ringing customer support assuring me someone would call me. No one has at all. 6) Now Saturday (order scheduled Thursday) without knowing when it's coming. Support won't give me the hub telephone number, nor the courier, ("they won't reply to you" I'm told) Support assure me my case is escalated but it means nothing-not had 1 phone call. Had to ring myself more than a dozen times. Tradeperson, losing money and time plus in limbo! Still waiting!”

Helpful Report

Posted 2 years ago

“Some of B&Q stuffs are so rude and unpleasant towards customers I bought a garden tree for my partner but unfortunately my Partner does not like the type of tree and I took it back to them but they refuse to do an Exchange or refund on Garden furniture!! And I was shocked about the response I got from them and also I wasn’t happy about the service I received from them today.!!! Not nice”

Helpful Report

Posted 2 years ago

“Bathroom order...umm loads of problems! Bit missing, orders not being delivered, no contact what so ever with B and Q...all up to us to arrange deliveries..terrible. However our fitters were great, even though we had to wait six months for fitting and paid in advance”

Helpful Report

Posted 2 years ago

“So I was fitting a B&Q kitchen for a customer, waited 4 weeks for delivery which was all fine. When starting the job we noticed this damage to the worktop so we went to the branch and told them and the service was absolutely shocking. They basically blamed me because I didn’t check every single item upon delivery (around 80 items), they expect you to unpack every single item and then somehow re-pack it? They said I would have to wait 4 weeks for a replacement worktop even though we are halfway through a kitchen and customer is unable to use anything. We did cut one end of it before noticing the chip so they said I would had to pay for it. So basically Ive pod for two worktops which we have to throw away now wasted £350 so now decided to buy two worktops from Howdens as they are in stock costing me another £350.”

Helpful Report

Posted 2 years ago

“Avoid this store at all costs! Ordered some fencing to be delivered, the day came and went with no delivery occurring, customer services totally unable to help and just advised we called the store. Phoned several times and it just rang off, then on hold for 40 mins before we managed to get a redelivery for a week later! And you can probably guess what happened, not show again and so back on the merry go round of phone calls to be told by some poor person on admin that she has to deal with angry none delivery phone calls all day, she told me they had not even put our stuff on the van, demanded money back and they even managed to stuff that up only refunding us the price of goods not delivery. Will are trying to raise an official complaint as we are out of pocket due to having to cancel a handy man twice to to fit the new fence but all customer services do is tell us someone from Sutton will call us back, and a week later, no one has called. Utterly disgraceful service!”

Helpful Report

Posted 2 years ago

“Throw people out just because they don't like the look of them. My friend spent hundreds in this store, yet got thrown out for nothing. CEO ignored all correspondence and the complaints team never got in touch.”

Helpful Report

Posted 2 years ago

“We ordered some materials to do some work in the garden last week and chose the delivery to happen on Monday 13th. Soon after that, we got a text confirming our delivery to be AM on Monday . Up until this point everything was according to plan, which I assume it is not difficult as it is automated. However, Monday morning came and went with no sign of the delivery or a call from anyone to let us know what was going on. After several phone calls that day ( not to mention the frustration of being on hold for about 40 minutes each time ) and different call handlers telling us the delivery is on its way, it is a PM instead, no one turned up. We managed to get through to someone at the Sutton Store after being on hold for about 40 minutes and rescheduled it for today ( 4 days after it was planned to happen ). Today, not to our surprise as our confidence in B&Q being able to deliver any customer service is quite low, the delivery has not turned up again. Yet again, we phoned, got through to someone who explained the delivery was happening from the Sutton Store and could not do much about it. We called the Sutton store which it took about 30 minutes to get through and another 20 on hold as they were looking for "someone" to handle the complain. And they just said they will get "someone" to call us back. I am afraid I have no confidence in anyone calling us back and give us any information about the no show deliveries and the whereabouts of our purchased materials.”

Helpful Report

Posted 2 years ago

“Rude and unhelpful staff at the Wisbech stores even after taking to them on the phone still refused to help,”

Helpful Report

Posted 2 years ago

“Went to store at Sutton and Hal helped me so much taking his time to help me with my flooring then took it to car for me loaded it up happy days I was well pleased”

Helpful Report

Posted 2 years ago

“Bought kitchen in January sale, and their the nightmare began. Should have walked away from sale, but 20% off in sale plus 10% tradepoint was tempting. The sales assistant at this point was useless, he spent more time texting his friends in the 2 hour consultation than selling. Also B&Q has the worst most unreliable planning software of all the places I visited. When we got home, I check the design, for sizing and layout. Decided it needed a tweak to give a bit of space. At this point I meet the first Rude member of the sales team. She was advised that the kitchen doors we all of the wrong type, not expecting that, and that there were some fundamental design errors that needed to be changed. As she was helping and seem to know what’s to-do I let her help even though she was rude. Fast forward 3 months Kitchen coming in couple of days so went to store to check a few things. At this point I stood in front of display kitchen scratching my head I asked for a tape measure. The 60cm and 30cm larder units (I had 5) were 5cm bigger so they wouldn’t fit. Went back to the sales team, then I met the 2nd rude sales girl (specially trained obviously) . 1 day before delivery total replan!! So I got probably 75% of my new kitchen delivered, enough to get kitchen sort of useful. Kitchen all stripped out in a skip on drive and room ready to receive new kitchen. First unit to assemble larder units. Scratched my head again and thought we’re the base, top and shelves. They weren’t there!! Back to B&Q. Asked rude girl 1 what was missing, she confirmed I needed to other “packs”. It wasn’t their fault “software glitch”. Asked her to get some for me and at this point was told they can’t be bought. When could they be bought, don’t know, don’t care can only do what the system allows. Manager time, she was actually ok and tried to help, obviously not trained by B&Q. After approx one week they threw in the towel and told me I would be given a refund! Got the email advising this which stated would collect in 4 weeks and refund 2 weeks later!! After pressure they agreed to expedite pickup to 2 weeks, when they turned up they were only authorised to remove 30% of items. Called the Customer Services and they told me don’t worry I would be contacted and a collection next week would be organised. Pack of lies no one called back Anyway the collection has finally happened refund has been given. Compensation, B and Q (Tradepoint) don’t give compensation even if they’re negligent. Some thing to discuss with trading standards. I’ve had no kitchen now for 2 months, will be 3 when new one is fitted. I’ve paid people to do jobs which they could do, not their fault so have had to pay at least basic hourly rates, hired skips, should have been 1 but now 2. All they offered was £200 in store credit. In conclusion if you want some sport arguing with the kitchen supplier, paying lots of cash and not getting a kitchen at the end go to B&Q. Otherwise stay away. Final note, B&Q aren’t fundamentally a bad store. The kitchen department just needs to re train and discipline their staff, get better software, sort there supply chain”

Helpful Report

Posted 2 years ago

“I would give 0 stars if I could. Ordered a kitchen for over £3,000, my joiner kindly gave me his Trade point card so I could get a discount, he was not with me when I purchased the kitchen (the assistant was very helpful). Agreed to wait longer so I could get everything in one delivery. To be delivered to my address, my mobile number and paid with my card, date 11th of June 2022 (tomorrow), few texts confirming date. Received a text on the 9th of June at 16.42 to advise my delivery is the 10th, I panicked, I was working all day. Called Customer Services, I only wanted them to confirm the date had not been changed but because I had used the joiners Trade Point card they would not access HIS account, it was Data Protection. When I explained I did not want any information, I was not changing anything. I just wanted to know why I had received a different date. She could not help me, she was working from home and could only get a call back the following day, if I was not in for delivery, it would be classed as failed, even though I had not asked for this date. Went onto live chat, gave them joiners name and address and he gave me all the information, delivery was the 11th, the other text must have been an error. Got a call from B & Q today, about to deliver, luckily only a cooker hood and they would leave it without a signature, even though they say the wont. Totally inconsistent, they need to understand what Data Protection is for and I will NEVER order anything from them again.”

Helpful Report

Posted 2 years ago

“Sold me a Cooke & Lewis 1675mm p -shaped bath at a cost of £330. (Adelphi version, not the cheaper plastic ones). I also purchased a great deal of other fixtures and fittings for the bathroom refurbishment. Final expenditure being well into 4 figures. I was told at the time by the sales staff that the bath panel was not in stock, but would be 'available later.' Months have gone by, I've complained several times about the lack of a bath panel for this model of bath, only to be repeatedly told it will be available...Lord knows when! Now im told to buy a larger panel (1700mm) that will fit. Nonsense!! I fail to see exactly how it would fit without cutting it! Either it's going to be too long for my bath, or the supplied ones for 1700mm are too short to begin with. Not happy with this silliness, I will not be dealing with B and Q again. I would advise anyone else to avoid at all costs! Use wickes etc, but not this lot!”

Helpful Report

Posted 2 years ago

“Don't trust this company just a bunch of liars. Waited for 3 different delivery dates for garden furniture. Every time I called complaints I was given a different reason, was always promised call backs but never received one. Lost 2.5 days work, have been offered £50 b&q voucher as compensation. What a joke. Still not got the goods aaaarrrrrr”

Helpful Report

Posted 2 years ago

“Five stars to Amanda in Hardware at Reading store. She was so helpful and saved me money by advising me not to buy a power tool for a job that it was not really suitable for and I don't have the expertise for anyway. Instead she advised me how to get a better result by taking time and care.”

Helpful Report

Posted 2 years ago

“We had booked a kitchen design appointment and arrived a little early, 10:45am which we didn't mind. Our appointment was 11am so we were told our kitchen designer would see us then. At 11:18am no one had been to see us or acknowledged us or even looked in our direction! so we decided to leave and booked a design visit with WREN instead. We have just ordered a £17,000 kitchen off them which B & Q missed out on due to very poor customer service. I wont be going back any time soon.”

Helpful Report

Posted 2 years ago

“Two members of Staff, at Chesterfield B and Q, were extremely helpful, patient, knowledgeable and friendly. Their names are, Ben and Keelan. Their work ethic, understanding and compassion, deserves recognition. Management, need to really look after these Gentleman. They are a tremendous asset and need encouragement and support. I have read reviews and it doesn’t look like shop floor Staff are appreciated enough. These fellas, are amazing. Look after them, or I’m sure, some other Company will snap them up. Visited on the 21st and 22nd of May.”

Helpful Report

Posted 2 years ago

“Dangerous stuff!!! Purchased a bag of compost. When using it I found a metal rod inside. Good job I was wearing gardening gloves. Be careful!!!!!”

Helpful Report

Posted 2 years ago

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