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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Worst company I’ve ever dealt with. Emails to the third party vendor are just replied to with a copy and paste reply saying check with neighbours and safe place. I’ve had my complaint escalated 3 times now with a promised call back that day and nobody contacts. I ordered originally late September and still don’t have my item. At the end of the day it’s theft of customers money. Would never buy from B&Q again.”

Helpful Report

Posted 1 year ago

“Our first interaction with B&Q Athlone was January 2023, we had just moved into our house which needed renovating, and decided on B&Q for our kitchen and bathroom. Our appointment was with the Asst Showroom Manager for them to design both. All that we were asked to bring were the basic measurements of each room. After being given the quote for the kitchen, and it's installation, we decided to go ahead. The bathroom we bought, but, after seeing the excessive price of its installation, the Asst Showroom Manager who was also in agreement at the excessive installation cost, told us the B&Q kitchen fitter (who is a builder) could do the job off B&Q's books cheaper, and gave us his number, also saying don't say I gave you this under his breath! Also stating the builder could do the other renovation jobs we needed doing. We felt relieved, as where we live it is extremely hard to find experienced and reputable tradespeople, and this one who had been vetted by B&Q, plus the Asst Showroom Manager raved about his workmanship. So we felt secure putting our trust with them, plus later we found the builder had his own business website and fb page with reviews and photographs, so we felt content with this choice of kitchen fitter, so much so that when he came to do the kitchen installation survey (which was a couple of measurements from him only) we agreed he could do other renovation work for us, Inc, taking 2 interior walls down, installation of new boiler, changing open fire to back to back wood burner, plus getting the front and back doors prepared for French doors to be installed... there would also be a small amount of plastering required. The works began before the kitchen installation in April... which was taking walls down, old boiler out of kitchen and installing new boiler outside. The builder would usually arrive around 9.30am and left as early as 2pm, with numerous tea breaks, he was not the tidiest or cleanest of workers, he had also threatened to walk out when I complained about the repeated filling and sanding of areas where walls used to be. (We didn't know these walls should have been skimmed) So we felt very trapped early on, and the stress of it all was thru the roof, constantly feeling we would be left in the lurch, especially since we had the kitchen and bathroom still to start. Once he started the kitchen, (B&Qs vetted fitter!), we knew something was very wrong...cabinet carcasses not put together correctly and they were cut so not stable, backs of carcasses broken, sink drain leaking, draws/hob/extractor not centrally aligned (something I had mentioned more than once to make sure happens, to both Asst Showroom Manager and the fitter) corner cabinet inaccessible, worktops just glued to main wall with sealant, incorrect filler panels, filler panels upside down, incorrect hinges, doors hanging off, no surface was plumb and many other issues. We contacted the Asst Showroom Manager several times, as the design wouldn't fit, we were given new cabinets to try (being made to feel like we should be grateful by getting these cabinets free, blaming the kitchen fitter, and also being disrespectful towards me) the builder taking out the initial cabinets and installing the new ones....whilst blaming the Asst Showroom Manager, but that didn't work either. The builder wasn't then employed by B&Q, stating he wasnt happy with the percentage B&Q took out of the installation cost he would receive. After several back and forth conversations with a new Showroom Manager, who had made suggestions to rectify the situation, but, were too far removed from the design we wanted, sent over a professional carpenter/kitchen fitter.... after an hour with him, he basically said the design/survey/quality of workmanship was extremely bad and he was really shocked, but not surprised, as he'd just had to rip out and replace an entire kitchen this builder had done whilst employed by B&Q. The fitting of our kitchen should never have happened as the builder should have picked up on incorrect design at survey stage. We ditched the builder the next working day... not after us having paid him thousands of euros for the work he had already done. This work we were slowly to find out was mostly all done incorrectly, and now having to pay other contractors to correct his work. B&Q have taken partial responsibility with replacing the kitchen and using the good kitchen fitter, but have taken no responsibility for the works this builder has done on our house. B&Q gave credibility to this cowboy by their vetting process, their Asst Showroom Manager, who we have found out wasn't trained enough to design kitchens and has botched many other peoples projects aswell, and what is really upsetting is B&Q knew about this builders quality of work due to a kitchen he installed, having to be totally ripped out, and replaced, even before ours was installed... if we had known any of this information we wouldn't have employed him full stop. Why didn't anyone at B&Q tell us? The Store Manager who is now leaving the business knew this Asst Showroom Manager was designing kitchens when not fully trained. The Store Manager also stated to us they weren't to know if a kitchen fitter is bad until they start working for them, and the vetting process is done in the UK.... so does that mean B&Q's vetting process is substandard? And they just test new kitchen fitters out on their customers? The new Showroom Manager stated every project the Asst Showroom Manager worked on, there are major issues. Our kitchen had to be redesigned by a fully trained designer, with the oversight of the new Showroom Manager. It was only then the level of incompetency, and lack of product knowledge of the Asst Showroom Manager in the initial design was shown. We live an hour and half drive from B&Q Athlone, and the amount of times we had to drive to the store and back, whether to pick cabinets up, take back incorrectly ordered tiles by B&Q, and complain to get this this kitchen rectified, redesigning of kitchen, meeting management, all to help B&Q with timelines for installation and not have to wait weeks for things to be delivered. I hate to think of how much we have paid in fuel, never mind how much we are out of pocket with rectifying builders work, kitchen installation, and our time given to this situation. The stress this whole situation has caused cant be quantified. The lack of sleep, constant worry and anxiety, a milestone birthday and long planned celebratory holiday all having to be cancelled, flight costs lost. This only scratches the surface, even down to paying the builder to install the kitchen, and other damage the builder has done to our home, we have been told we have to fix. It is now September and the kitchen is finally being installed, thankfully by a professional and friendly kitchen fitter. The initial kitchen which had to be ripped out, now lies outside of our house, and B&Q have informed us, they refuse to take it all away and now we have to get rid of it all at our expense. We are just in shock with their minimal attitude to help or take full responsibility, even when they have verbally said this kitchen will be taken away and not to worry. But, they have made sure the pieces which can be resold have been taken away by the kitchen fitter!! The disrespectful way staff at this store have communicated with us has made us feel like we should be grateful, and also lucky to receive a replacement kitchen, which from our perspective, so we damn should! We want to know how someone who isnt trained correctly, is allowed to design kitchens and bathrooms? Also, how a builder can pass a huge respected retailers vetting process, and us being used by B&Q as guinea pigs to measure his level of workmanship!.. It is just beyond incompetence, its our lives which have been messed with. We got an apology from the Store Manager, stating "im sorry for this S**t show"!! We wish we hadn't walked into B&Q Athlone in January. If anyone is looking for a new kitchen, our advice would be to go somewhere else.!”

Helpful Report

Posted 1 year ago

“Visited the Speke store today 28/9/23 at 11.30 a.m to buy Valspar paint. Leanne served me( I think that was her name) and what a super and amazing assistant she is.I cant rate her highly enough. She was so helpful and caring. She went above and beyond to ensure I got the colour paint I required whilst helping and advising other customers at the same time. She really is an asset to your company. She gets 10/10 from me and I would not hesitate to recommend her. I hope she gets the credit she deserves.”

Helpful Report

Posted 1 year ago

“Ordered a kitchen today from Stockport, was very impressed with jasmin on sales, she took the time to explain everything to me, shown me in store what I’m getting on the deal, very competent person! Nice to see a young person be so Hands on! Well done Jasmin !! Shaun Ellis”

Helpful Report

Posted 1 year ago

“Dreadful experience at Springfield, Chelmsford branch. Went in to buy an expensive electric stove. Took me ages to find a member of staff to help then when I found one was told the fire expert was on lunch break and nobody else could help me?! Asked to see the Manager. A helpful lady came and finally helped me. However the fire i wanted to view was not plugged in and they were not allowed to move it! So you spend £720 but cannot see it working first?! All the cheap ones were working though!! She then could not locate the one left in stock! Not her fault at all. Finally found one that looked identical but had a different name. I had had enough by then so bought it. Got it home to find leads and remote control were missing (bags stuffed at bottom of box so clearly a return) so now have to take it back!! NEVER AGAIN WILL I VISIT A B&Q!!”

Helpful Report

Posted 1 year ago

“26/08/2023 Ordered a few items for delivery , was given a date without chance for a choice,5 weeks and a half later, the 5th November. Guess i'l just wait, good thing i am working from home that day. Today the 18/09/2023 , 4 weeks after ordering, received an email stating one of the items, a kitchen worktop has been cancelled and recorded for Estimated delivered by Tue 7th Nov, another month of waiting. Called customer services to rearrange date as no one will be in the property that day due to work, and was told this is not possible, that we would have to wait for delivery date to rearrange. Meaning that I would have to wait 2 months, to not get that delivery as would not be home, to then rearrange for another random date, potentially another month or more, and not knowing if anyone will be able to be there to accept the delivery again. Asked to speak with a supervisor so they can help, was sent to another line without a word, 20 minutes later someone answered and immediately hung up after me saying hello. Raised a complain and they said today they cant change the date. An absolute joke, abysmal customer “service””

Helpful Report

Posted 1 year ago

“Ed at Swansea was incredibly helpful and accommodating with our difficult exchange tonight. Thank you so much for the discretion you showed us. Brilliant service with a smile at the end of the day. Thank you to Julie who also helped us. 10/10 for service B&Q !!”

Helpful Report

Posted 1 year ago

“Absolute shambles of a company. Order placed a week ago including payment for delivery. No sign of my goods. Called customer support and after saying hello hello repeatedly several times a female responded and said our systems are down I can’t help you. Call back in an hour. In the background all that could be heard was laughter. Shambles of a company and that’s the last time I buy anything from you.”

Helpful Report

Posted 1 year ago

“BBC absolute rubbish customer service been waiting gif over a week for refund and still not resolved”

Helpful Report

Posted 1 year ago

“I ordered a garden item on-line, inserted all details including eircode, and received an email confirming the order, date of delivery and my home address. The monies had also been deducted from my bank account. Imagine my surprise to get an email from B & Q cancelling the order. A phone call to their busy or short staffed “Customer Services” enlightened me to the following. Their Liffey Valley store is the stock hub for this item, and they are out of stock. I was informed that I could not collect the item from the Drogheda branch ( I live near Dundalk) but I could collect it from Naas (85km from me). There was no attempt to facilitate me as a customer even though B & Q had processed an order that they would not fulfill. I subsequently went on-line and ordered a similar item from a competitor. This time without any unhappy surprises.”

Helpful Report

Posted 1 year ago

“Worst company ever, do not buy from these unless you want to lose money”

Helpful Report

Posted 1 year ago

“Dan , Hollie and all the kitchen showroom staff were polite , knowledgeable , professional , courteous and very helpful . We changed our designs several times , the service was excellent each time . We ended up with a great bathroom for our dad who struggled to get into the bath - changed to shower - lovely products - the staff is the best thing - would recommend”

Helpful Report

Posted 1 year ago

“Dont buy Cooke & Lewis goods - they are rubbish. I completely changed my kitchen using B&Q products for everything in 2018. I bought a Cooke and Lewis mixer tap which lasted 3 years before it became so pitted I had to replace it after 3 years. I bought a Cooke & Lewis extractor at same time. Now it turns itself on and off and changes speed on its own and the lights come on and off when they want. I wrote to them and asked if I could buy a new control panel as everything else was ok. Thet replied very quick and said they dont sell this part so I need to get in touch with the manufacturer. I first wrote to them around 26/07/2023 and it is now 14/07/2023 and after asking for the information 4 times they are now totally ignoring me.”

Helpful Report

Posted 1 year ago

“I install quite a lot of b&q kitchens of which I purchase from your Burgess hill branch I find your staff very helpful especially the manager/supervisor in the kitchen department (sorry can't remember her name) could you please pass on my thanks to all the staff at Burgess Hill”

Helpful Report

Posted 1 year ago

“I have ordered 2 kitchen cupboard doors and it was supposed to be delivered on the 10th August 2023. Until now they have not delivered and I have to pay tradesman 150 £ to start the job fixing the doors. Customer service contact centre is appalling i tried calling three times and I was hold for 30 minutes soon as they answered they disconnected the line. I have lost two days still have not received the stuff.”

Helpful Report

Posted 1 year ago

“Ordered a bed online. It was delivered 3 weeks ago. It was not as pictured. I requested a return. So far I have emailed 17 times, phoned several times. Been cut off twice, told to phone back, told they couldn’t help because it came via a third party. Twice I sat in all day waiting for it to be collected but they did not come. I messaged via messenger and was told they can’t help and to contact the third party. But they don’t respond. Meanwhile my daughter has no bed and is sleeping on the floor. This is the most appalling service I have ever received. I am warning all readers of this review to never use B&Q online.”

Helpful Report

Posted 1 year ago

“Ordered some items to be delivered. I was sent a text saying it was going to be delivered on Friday morning, nothing! Called customer services, they said it will arrive between 1-2, if not to call the Southend brand, nothing. Called the Southend branch and they said it would arrive in 25 mins, nothing. Called customer services again, no answer. Phoned again on Saturday, no answer. Phoned again today, after being on hold for 20 mins, got someone to process the refund, was put on hold and then disconnected. So no idea if i am getting my money back. Such a waste of time, effort and money. Never again!”

Helpful Report

Posted 1 year ago

“bought a tv receiver online,very poor quality,too many faults too list,only cost £35 bu cant get any response,so i intend to visit a store and cause £35 worth of damage to their products”

Helpful Report

Posted 1 year ago

“I bought a ladder from B&Q in Harlow. Got home and opened it only to find that it's too short for our purposes. The ladder is in mint condition; it's literally brand new apart from the plastic film we removed, but B&Q say we cannot return it even for a credit note because we removed the film 'packaging'. What a con! We're £90 down and still don't have a ladder. I don't know where they get their repeat customers from because I will never shop there again. I honestly feel like I've been robbed. I wish I'd read some of these other reviews before thinking of shopping there.”

Helpful Report

Posted 1 year ago

“Had to reject one item of my order, as very dirty and not like the picture at all. I am still waiting to hear what has happened to my other item. Trying to get through on the customer service line is like pulling teeth, and I have just submitted a second on line form because no one has replied to the first. This is the last time I will use B&Q for online shopping, if not in store on principle. If I could give them minus stars I would”

Helpful Report

Posted 1 year ago

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