DIY reviews

DIY reviews

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2.3
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Commission hungry!

Wanting to take advantage of a 25% off bathrooms offer, I rang my local B&Q and ask for a 'designer' to come and measure up. They gave me a date and time. A day before the appointment they called to cancel saying as it is the last day of the offer they will be busy in-store sothe designer cannot attend my property.
They rang me back AFTER the special offer period and rearranged another design visit saying they would honour the special offer at the time when I first enquired.
The designer attended and measured my bathroom and kitchen (I told him this was something I was interested in doing in the near future). He then made am appointment for me to go and see him in-store to design the bathroom. I chose a new jacuzzi bath, shower etc. He then informed me I needed to pay £50 for a 'surveyor' to come and check everything at my property. I paid that straight away and made an appointment for the surveyor.
There were some changes recommended by the surveyor, he was very pleasant and was willing to work over the bank holiday as I needed the bathroom fitted during the Easter school holidays. I arranged an appointment with the designer and agreed on what I needed. He then informed me that they would not honour the 25% discount, but give me the current offer of 20%. I complained and was given £50 goodwill vouchers.
I paid about £300 and put £2600 on a finance agreement. I waited and waited for my delivery and installation date. I eventually called PKH Group, their supplier and they informed me that it was likely to be sometime in July or August and B&Q should have advised me of that.
I then went into store to cancel the installation (still keeping the products as I found a local plumber who was able to do the job). The most long winded process ever! The installation was approximately £2200 the finance agreement was for £2600 therefore with a balance of just £400 I wanted to cancel the loan and pay the difference in cash. The loan start date was within the 14day cooling off period so this should have been simple, but no, the store had to email 'finance' who had to email 'head office' who has to email Hitachi the loan company. I am now 2 weeks on and nothing has happened. Hitachi will not cancel MY loan until the store tells them to despite my having paid the outstanding balance in cash.
Whilst in-store I also enquired about a new bath front panel in their catalogue. The manager phoned PJH Group to confirm it was in stock before I changed my order. Everything was fine so I paid the difference. Only to be called a few days later as it wasn't in stock and wouldn't be until June!
Loan aside, the bath and other goods should have been delivered today, surprise surprise that didn't go to plan, they turned up with the wrong bath! I have now cancelled the entire order, having lost days off work, time/petrol in numerous trips to the store (believe me this is a summarised version of events) and having to pay a plumber as it is to late to cancel him. NEVER USE B&Q!!!
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Discount is a con!

I bought £680 worth of tiles but was advised they would be on sale a few days later, however I needed some of the tiles incase they ran out, so I bought the £680 worth and returned a few days later for the remaing tiles I needed...only to find the 25% discount offer actually increased the price by 33%. The Coatbridge branch refused to budge on this, the staff on the day were helpful enough, and sympathised with the issue but the manager refused to budge! False advertisement and fake discounts...poor show guys! I've spent around £4000 in this store in the past few weeks, a bit of good customer service would be appreciated
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Price rise a rise to high

This is not a review in respect to the service given to the staff at B&Q but a review over the poor service driven by its poor internet site and this years astronomical price rise in bedding plants.
On good Friday I reserved value wooden decking tiles at my local B&Q in Widnes, not far away at around five miles but not exactly local either. The items I wanted were showing in stock so I placed the order. I received a txt telling me the items would be ready for collection the next day so all was good, even better I received a telephone call from the store telling me they were ready for collection that very same day. On arrival at B&Q there was no sign of my goods, after waiting around for about twenty five minutes I was told that the decking tiles were not in stock but the other goods I ordered were. When I pointed out that the internet showed them as being in stock I was given a lame excuse about the system updating overnight and the items had been sold even though I had ordered them that very same day.

I went home and reserved the very same items for the B&Q store in St Helens, Merseyside, guess what, the exact same result with the exact same excuse.

On my third attempt I got the items at Speke B&Q but only after wasting a lot of money on fuel running to two other stores that has said the items were in stock.

My next point is about B&Q's new bedding plants. I have used B&Q to purchase bedding plants for my hanging baskets for several years. This year we have all seen the adverts for B&Q's new easy plant range of bedding plants but what the adverts don't tell you is the price rise. For the past few years you could get around seventy two plants for around twelve pounds, however this year all you will get for your twelve pounds is twenty seven plants. That's a massive price hike and one I will not be paying. All of a sudden Homebase is a lot better valve.
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Poor service resulting in an additional £30 of van hire

DO NOT USE THEIR RESERVE AND COLLECT...
I hired a B&Q/Hertz van as I required 30 flagstones which they wouldn't delivery, anyhow, I live 5 miles away along mostly national speed limit roads so figured an hour would be plenty to load, drive 8 mins mins, unload and return, I was still in their shop 1 hour 15 mins after my van time had started despite turning up 15 mins before the booked time to get my order ready. £14 van hire turned into £45.... Next time and for all those on here I would suggest you go with a company which delivers these items like Wickes
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Better In The Past But Gone Downhill.

In the past we used to use B&Q as one of our trade suppliers and in fairness when the branch manager had control of his own stores trade they were fairly competitive however that has now changed.

Since head office took control of the trade prices I struggle to find products that I use with the discount available. My opinion is go elsewhere as there are many trade suppliers who will beat their prices everyday.

If B&Q do read these reviews then the message is simple... If you want to be a trade supplier you have to compete and not be selective in the goods you offer discount on. Give the power back to the branch manager as they made a better job of controlling the trade prices.
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Will never shop there again!

The branch staff refused to replace a faulty item that I had bought there previously and the "customer service" (I use the term advisedly) staff backed them up, stating that because it wasn't an own brand product, they couldn't do anything. Luckily the manufacturer is sending out a replacement, no questions asked - at least there are some companies who still value their customers! 0/10 for B&Q customer service :-(
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Rude and poor service at Erdington branch

Assistant said hadn't heard of the item I asked for so they can't have stocked it, had a coffee in her hand and just walked off
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Would'nt give them 1 star terrible service

To long to write about will contact B&Q HO
About the terrible service at Derby..
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avoid at all cost

Ordered a full kitchen on 28th December to be delivered 14th February 2014 costing £7000+,. It never arrived, after several phone calls later and loosing my fitter, having no kitchen with two small children and having to wash pots in the bath, I finally received it 30th March. I am £1500 out of pocket and they offered a good will of £250! Joke and they never return calls!
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Appalling service – never again

An order for 4 wardrobes turned into a 9 week long nightmare involving 6 deliveries, 3 separate pick ups and 3 delivery “no shows”, missing items, damaged packages repeatedly replaced by obviously damaged packages, countless calls to B&Q staff who display a toxic mix of arrogance, rudeness, complacency and incompetence. Appalling service – never again.
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Excellent customer service,

I walked into the Burnage B and Q store this afternoon and I received the best costumer service from member of staff who guided me to the designated aisle courteously yet very professionally; only to realize after complimenting for her customer service that she was the store manager - Janette.

Janette was so down to earth that no one would have noticed that she was the store manager unless informed; she really took her time and consideration even though the item was not that much of value in comparison. I guess It displayed her excellent character as a professional and as a person; this behaviour will only echo around her co-workers and members staff alike
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wasted journey

wanted roofing felt and adhesive. loaded trolley with felt hunted high & low for adhesive, "sorry, no adhesive in stock". Battery for B & Q drill purchased a few years ago exploded, Please could I buy a replacement, "Sorry, we dont have replacement batteries for that drill". So a perfectly good drill with all the bits & pieces has to be thrown away. What kind of after sales service is that?
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Helpful staff

Just bought some perspex from B&Q and the staff couldn't have been better. Whether head office will be happy with them explaining how to do what I wanted to do cheaper I don't know, but I will certainly be going back there. Screwfix is cheap, but the kids ruuning my local store couldn't even change a bulb! B&Q still has it's uses.
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B and Q has no cencept of customer service

We decided to have an iQE Simplicity boiler installed by B and Q. The surveyor didn't turn up for an 7:30 a.m. appointment. (However, we're reasonably used to this with such as deliveries etc.).

Eventually got a surveyor to turn up & proceeded. It took 3 days of phone calls to pay for the boiler, because the B and Q telephone operative could not get a response from a black hole called "Retail".

Post installation electrics are then needed and B and Q sub-contract this out to an inept organisation called Stevensons Heating Ltd. This shower left us with a thermostat that could not be switched off even in the "Off" position; the only way to do this is to choose the summer setting! To date have been unable to get Stevensons round to sort out this problem which they admitted was quite common.

Should have paid more and gone to British Gas.
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Rubish

Do not buy anything from b&q that requires delivery, they are totally rubbish. I have been waiting 3 months for my tall end panels and can not start building the kitchen without them.

If your thinking of buying a b&q kitchen, do yourself a favour and don't bother, you'll start to realise your old kitchen isn't so bad and that you should have spent the wasted Saturday in b&q ordering the new kitchen doing some thing more worthwhile and less painful such as jumping in front of a train.

DON'T DO IT. YOU HAVE BEEN WARNED.
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Buyer Beware - B & Q / Cooke & Lewis doors/drawer fronts discolour!

I purchased a Cooke & Lewis shower room suite from B & Q in Aylesbury on 2nd May 2011 and it was delivered on 16th May. The suite was installed later that month.

We bought the C & L Gloss White Traditional 600 Toilet Fascia Pack and 600 Vanity Fascia Pack and these are still the same bright white that they were at the time of installation.

However, 2 x C & L 300 FH Traditional Gloss White Doors and 3 x Traditional Gloss White 300 Single Drawer Fascias have DISCOLOURED alarmingly and are now OFF WHITE.

These items were all installed on the same wall in a north facing room with a small window so they have all received the same amount of daylight.

On contacting B & Q to ask if this is a normal occurrence, they passed us on to a company called PJHd2m (end to end retail solutions) who had originally delivered the order and, per their request, sent photos that clearly showed the discolouration. This is what they said – sorry about the illiteracy – theirs not ours:

“I have received notification from our QA department with regards to your doors, unfortunately due to your doors being out of warranty, we are unable to offer any assistance, if you wish please speak to your local b and q store, they may be able to help you”.

If the person who wrote the above had bothered to read the email string he would have been aware that we had already contacted B & Q who were totally unhelpful and that our complaint does not just refer to doors but to drawer fronts as well.

So, buyer beware! Don’t purchase a Cooke & Lewis bathroom unless you are prepared to have it change colour on you in a couple of years. We will be contacting Cooke & Lewis direct to see if they have any comments.
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A complete shambles, catastrophic experience

My wife is pregnant and we have just started receiving all the stuff we need. I ordered 3 x shelving units on special offer due end Feb so we could move other stuff into the garage. Was told week before the supplier had let them down. Agreed a replacement after much debate and discussion and were set to be delivered on 14/3. Called today 13/3 and told different supplier had let them down and now earliest 17th April. B&Q sort it out and sort your suppliers out. I have worked with you before and I know your contracts. I am pretty confident you are being compensated and I am not. Ridiculous, shocking, abysmal, disgraceful and just totally unacceptable service.
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Atrociouis. Not one part of this sale was acceptable and my product arrived in very poor condition.

I ordered some thermal radiator foil from B & Q's DIY.com website which was easy enough.

After receiving my confirmation email and them taking payment I assumed I would receive my order within 7 days as per the information provided in my confirmation email.

After 8 days I had to call thier customer service line and was told that due to an error they hadnt dispatched and I would have to wait another four days. Nothing was offered in the way of an apology and the agent had some what of a "not my problem" attitude.

A couple fo days before delivery I needed to change the day and so emailed thier order address to request this. No response until after my item was delivered on the saturday.

AND when It arrived it has not been wrapped in any way to protect it so its dirty, ripped and covered in holes.

DISGUSTED with the service, quality and response of this company and safe to say I will never be using B & Q again.
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AVOID

I placed an order on monday 3rd and paid for next day delivery. We are now friday 7th and I have still not received it. I called on wednesday to enquire when I would receive it, the guy on the phone put me on hold, came back and said he had spoken to the delivery company and it was definitely out for delivery and I would receive by 6.30pm. Very polite, but clearly a liar. I have also sent two emails and filled out an online complaints form. NO REPLY! They must either all be illiterate or lazy and bone idle wastes of space!!
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complete and utter waste of time

Well, a visit to B&Q Lewes Road should have been fairly painless, but oh no. Twenty minutes running around the store and I now have two full trolleys of tiles and trim, shelves and other bits and bobs, maybe £500's worth of gear. I need to order some wood for collection tomorrow, so we go to the tills. Another twenty minutes later and my order is almost placed, just the payment left to do. Times still ticking. And now comes the tricky bit. I have a trade account with B&Q, cash only, only this time I haven't got my card, only the email from B&Q confirming my details on my phone. Never been a problem before, but now they have had a change of policy and you have to have the card. Argued for ten minutes with the girl on the till, then another ten minutes with the trade point manager, who won't ring the office to confirm who I am. Then finally get to see the real manager a Master Mathew Cook, only problem is he is about five years old and hasn't brought his mummy with him. Argued with him for twenty minutes, explained that a trade customer needs to get in and out of his store to go back to work, only to be told there would be no discount and I would have to pay full rate. GUESS AGAIN B&Q BOY. Dumped the trolleys and went to a proper store. Having checked my bank statement it turns out that I have spent over £30k in B&Q over the past few years, not anymore!! Numbnuts

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