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!!
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
I ordered a Kitchen in January sales and was told the delivery would be 2-4 weeks so paid for the kitchen and now the sales are finished I'm told 3 MONTHS due to a problem with the delivery company. What crap I have since found out that the problem was there before I ordered. Oh and I'm trade so I've paid out for something I cant fit and so cant get my money back
Ordered on line. No phone call as order confirmation promised. No response to query email. Phone call some 5 days later elicited a lame. We had a technical issue with your order. It hasn't been placed. (I have a confirmation email that contradicts that) Then a pathetic response of I have placed it now and it will be delivered in a further 5 days. Take it or leave it attitude. Not surprisingly I left it AVOID AT ALL COSTS
We were in the market for a new fireplace. We looked at the b+q magazine for ideas, then went into the store to look properly. Utter rubbish, they all looked like they are made from papier mache. Poor quality, pay for rubbish pay twice.
I ordered a new kitchen in the sale. It took 6 weeks to be delivered and was delivered on time, in the right time slot but 2 very friendly and helpful men who placed the kitchen in the room of my choice. I would recommend the store and home delivery based on my experience.
Went to the superstore in Trafford Park to order special offer garden furniture. Staff haven't got a clue what they're talking about. No discount offered despite gouges in legs of bench and it was the last one. Will go elsewhere in future
We first ordered a shower in Goole B & Q on December 3rd 2013 and were told it would arrive in a couple of days. After waiting three weeks, we asked for a refund. We then saw online that the Barnsley store had five in stock, so the Goole store arranged for one to be delivered by van. After three weeks one arrived (but the wrong one). Then fortunately, Jane Slater stepped in to sort things out. At last someone who genuinely cared about the customer. After less than 24 hours the shower had arrived, thanks to Jane.
Ordered my kitchen from B&Q on 13th September 2013 & my delivery was scheduled on 13th November 2013, time enough you would think for B&Q to put my order together & deliver it in its entirety but, no, in B&Q land they don't seem to understand that the customer may have booked a kitchen fitter to fit said kitchen before Xmas! To date, I have had piecemeal deliveries viz: 13th November 2013, 22nd november 2013, 27th November 2013, 11th December 2013 & 16th December 2013 (If you are counting, that's 5 deliveries). Has B&Q now completed my delivery? NO! They have still to deliver tall end panels, a delivery that was scheduled for 6th January 2014 but, guess what? They have postponed the delivery to February 2014!
If anyone is reading this, please do yourself a favour - DON'T BUY YOUR KITCHEN FROM B&Q, THEIR SERVICE IS SERIOUSLY BAD & THEIR TREATMENT OF THEIR PAYING CUSTOMERS IS DIRE!! You have been warned!
(13th February 2014: to follow on from the above comment made by me, B&Q contacted me on 3rd February to inform me that the last part of the Order (the tall end-panels) were scheduled for delivery on 5th February. I waited in all day for the delivery but guess what? B&Q DID NOT DELIVER THE OUTSTANDING ITEMS, & THEY HAVE NOT CONTACTED ME TO EXPLAIN WHY THEY HAVE NOT COMPLETED MY ORDER! I wish there was the facility on Trustpilot to award minus stars because B&Q would be at least minus ten!
What a disappointing experience trying to shop at B&Q yesterday: I wanted to buy a top of the range electric shower and intended to add some other items to make the total cost more than £350 in order to benefit from the much-advertised ‘25% off ALL kitchens, bedroom and bathrooms’ (for purchases of £350 or more). I tried to include duvet covers and was told these were not included in the ‘kitchen, bedroom, bathroom’ sale. When I asked the store manager, ‘Where would you put a duvet cover?’, his reply was, ‘I’m not going to discuss this with you.’ (Wonderful customer service!). Plan B was to use a Diamond Card to get 10% off my shower on a Wednesday. Guess what: The Diamond Card discount doesn’t apply to showers. I‘ve just ordered my expensive electric shower from Plumbworld and saved £25 on the total cost at B&Q. When you look at the offers from B&Q, just remember, they come with so many qualifications and restrictions that they’re not worth the paper they’re written on, and their employees regard the rules of the company as much more important than the satisfaction of their customers.
With the demise of Focus and Homebase closing in our area we are left with B & Q and Wickes. Found reserve and collect works well but always reserve and collect within a couple of hours often returning with the item to find they have rung to say its ready! Being Diamond Card Holders the extra 10% is a bonus. Webiste isnt always easy to use and as someone else mentioned they dont always have the details you need but I have always had replies to my emails querying something. I would never buy any hardware from them as Scewfix is cheaper although Toolstation is cheaper still but they do good deals on paint and stock a vast range. Website is great for checking stock in your area and saves a wasted journey even discovered a B & Q within 30mins of me I didnt know was there!!!
I have been a Trade customer for many years and recently purchased the Gloss Cream Slab kitchen for a house I intended to sell. I was told that the IT Kitchens Gloss Cream Slab Drawer Front, Non-Framed 600 mm Code 827181 would take over 7weeks to be delivered after I had already installed the kitchen. This has now held up the sale of a £150k house as the Agents cannot take photos to market the house! I am now faced with £150k of my own money sat dormant because a company with all the power and might of B&Q can't make some drawer fronts in less than 7weeks; seriously 7weeks to make 3drawer fronts. Notwithstanding the fact that you've run out of stock in the first place!? I estimate this has cost me over £1000+ NOT INCLUDING THE POSSIBILITY OF A SALE?
To add insult to injury I bought some fascia boards from you but there wasn't enough in store. The Trade desk ordered more which to date, after 3weeks, still haven’t arrived; again seriously EBP are the UKs biggest supplier of plastics and I can get them direct same day. Why the hell does it take B&Q over 3weeks!? I am now out of the country for 3months so cannot do anything about getting my house on the market; costing me an immense amount of further money and headache.
There once was a time when visiting a DIY / Hardware store that you could expect to be patronised by some know it all handyman type. Fair enough, at least they would guide you in the right direction.
But in B&Q, I have never before come across a group of sales staff who know so little about the products that they sell. On numerous occasions I have visited B&Q stores in the Glasgow area and have asked one of the store staff for help in directing me to a particular item, only to get blank puzzled looks about what I'm asking for.
Not anything out of the ordinary either, plasterboard fixings / spring toggles, push fit electrical connectors (Wagu connectors), wood, furniture .. they just stand there looking puzzled and bothered and then give you some attitude that tells you they have no interest in helping you find what you need.
The last one which prompted this review was the other day. I visited a store having looked at a certain range of furniture which I saw on their sales rack. The item that I needed wasn't on sale but it was in the range. After scouring the racks of brown cardboard boxes with names on the side for a while, I lost patience and against my better judgement decided to ask some sales staff. The first one, stationed at the Sales racks clearly had no clue or care whether there was any more of that range in the store but directed me back to the furniture racks where I had spent the last 15 mins anyway.
Fine, I thought, "not his station, I'll ask someone around the furniture dept", so I approached another at a desk thing in that dept and asked if they had any of the "Mixxit" range in stock. I explained that they have 1 or 2 items from that range in the sale but not the ones I needed.
This seemed to confound her and after trying to explain what I meant 3 other different ways and losing patience fast, she asked "is it just new cos I've only been here 6 month.", oh well, I'm obviously expecting too much then since I've browsed the shop for 20 mins and could rhyme off at least 4 different ranges of furniture the shop stocks ...my guess is that she doesn't understand what is meant by range ... but then, neither did the other sales guy standing next to her who kept glancing over but offered no help to the woman.
In the end I just gave up and left the shop muttering swear words under my breathe.
It really is abysmal customer service in B&Q, you can tell by the attitude of the staff that the company clearly treats them like dirt, there's just an aura of apathy about everyone who works there.
B&Q, train your staff on your product range and have at least one tradesman in each of the respective departments that can answer customers queries.
I've heard various friends say how appalling B&Q are for installing kitchens and bathrooms - wrong things delivered on wrong days and that they seem to find it impossible to sort it out. We only ordered a couple of metres of timber and they couldn't even get that right. My husband was in the store for over an hour waiting to be served and ended up having to show the staff where to find the wood on the website and how to order it online as they were clueless. They took our money and promised it would be 4-7 days. Five weeks later and many phone calls they admitted they couldn't get it but we would have to make another 40 mile round trip to the store for refund. They really are completely useless and don't deserve to stay in business.
I ordered a kitchen on 26th Sept. I was told it would be delivered on 31st Oct and in part it was, however, what was delivered was incorrect and had products missing, due to damage. It was another 3 weeks before further delivery. But still I have an incomplete kitchen due to incorrect products being delivered. I have had to call and chase the B&Q customer services which are of no use or help, constantly sending me wrong stuff. My local B&Q has washed their hands of me, telling me to contact customer services.
I am now on my sixth delivery and am not holding my breath.
They were however very eager to process my payment plan even though the contract has not been fulfilled on their part. They have offered me £150 in compensation which is less than 10% of the overall price and does not compensate the time off work I have had to take nor the inconvenience and cost of calls.
Ordered a kitchen and received a delivery date of Monday 25 November 2013 from our branch at St Andrews Quay in Hull. Kitchen landed to find only base units had been delivered. Thought this was strange so rang the store to see where the other half of the kitchen was, only to be told that it was due 4 January 2014. No Christmas without a kitchen or appliances. Acceptable? I went into the store to see if they could move the date forward which they did to the wrong date of 4 December instead of the previous week. Spoke to the manager Dean who told me to come in the morning as he and the trade point manager Jacky will do their best to help. Arrived at the store the next day at the time he said, and it turns out he wasn't there neither was Jacky. Absolutely disgusting service by a bunch of idiots. DON'T USE B&Q THEY ARE CRAP
We had an electric hung fire place from B&Q, it was used a dozen times last winter, and when we came to use this winter, it had broken at some point over the warmer months. Of course with it barely used and only just past its warranty, you would expect it to be replaced or fixed for free... but this was from B&Q. We've been passed around to god knows how many different people, all of which have been not only useless, but rude. We are half way through renovating a house and have spent thousands of pounds at this year at B&Q - we will now be returning EVERYTHING if that is the quality of the merchandise they sell and the kind of people that they employ... I encourage everyone reading this to do the same.
We went to their Binley store when they had a 20% of offer on on their Kitchens in October, only to be informed by their staff member that the offer had expired. Knowing I had seen the offer on their website that morning I got my husband to go to the website on his phone to show the assistant the offer. To which her response was that it must have been an old browser page open on my husbands phone. I should have taken this as an omen, but no I decided to go to their other store at Alvis Retail Park in Coventry. I cannot praise the customer service from Duncan, Rob and Pete enough but unfortunately they have been let down by faulty and missing goods. When my kitchen was delivered the delivery men didn't scan the goods off the vehicle but dropped the shrink wrapped pallett on my drive. It was as my husband took the goods into the house he spotted as well as my high gloss black kitchen units, he had walnut doors as well, so the delivery was a complete mess. It wasn't until after the delivery men had gone that we noticed we had far to many end panels and not enough doors. 2 out of 3 of the cornices were scratched, the centre posts for the corner units were scratched. We arranged for delivery of these all for the 14th, today we received a text to say our goods would be with us on the 15th, then an hour later on the 14th between 4pm and 5pm, then another text the 15th. We've had to take lighting back, the cabinet lights had been used before and instead of 3 lights there was only 2. The under cabinet lights 2 out of 3 were faulty, so back to the store with them and the icing of the cake is that we are missing 2 sets of soft closures and these won't be with us until the 28th November. So hanging around again waiting for my kitchen to be finally finished
Bought 10 boxes of tiles after seeing them on offer at £10 a box, wasn't until 2 weeks later that I realised I'd actually been charged the full price of £14.85. Store (Nottingham) is refusing to do anything because they say they don't keep a record of their in store promotions and I can't prove that they were marked up as £10. Surely they must know when they ran an offer on something...apparently not!