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.
I would not recommend using B&Q.
Joanne found this review useful
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!
We bought a kitchen and scheduled delivery for 14th November. It turned up including appliances two weeks early and so we sent it away. What was delivered was actually a mix of correct and incorrect items.
We are now told that we can not have the kitchen on the original date or before because we sent the original delivery away!!!
We have no kitchen as the old one has gone.
Truly pathetic. No communication between departments and no senior management input despite many requests.
Ordered and paid for wardrobe from website; 10 weeks later, no wardrobe. Problem: we live in the country and they only have big lorries that won't fit on ordinary roads! Many phone calls and e-mails and Facebook entries later, still waiting for delivery date or refund, and for e-mail reply that was promised two days ago.
It's a shame, because their store staff are always helpful, cheerful and knowledgeable.
Somebody needs to get a grip!
Ordered x5 doors, came that week-wrong finish.
Wanted to return the doors and get a replcaement, couldn't do it in the same delivey, got uplift, waited on new doors, right model this time-wrong size due to "mis-labeled barcodes". Wasted over two weeks, two vacation days waiting for the doors too (and still waiting) for 5 doors, ridiculous.
The only reason I've given two stars is because their customer service is decent (and products in general), shame their logistics is abysmal.
Delivery, waited 3 weeks on the morning of my promised day ,got a phone call to say the lorry had broken down !! Has B&Q only got one???
and it cannot be fix until tomorrow B&Q join the AA or RAC cost me a days wages for my plummer . be looking at other DIY shops in future.
seriously, I'm not from B&Q, I've used them quite a few times installing a new kitchen and redecorating a flat and have been pleasantly surprised by them. They are a big company and cheap so you can't expect perfection from customer services: I've found all the staff wanting to be helpful, but sometimes rushed off their feet. In London if one branch don't have something it's likely that another will have it but always make sure that someone does a manual stock check if you are driving somewhere else. They've been fine about refunds under the returns policy.
Had an email last week promoting Club savings of 15% on home and garden products if spend at least £30. I spent over £100 on wallpaper, paste and paint ( which was not exempted anywhere - indeed the " shop decor " link clearly shows paint as a category ). On checking receipt at home I find only the wallpaper has been discounted. Back to store to be told tough - paint was not a qualifier. Contacted Customer Services ( CS ) who came back with " as we had a 3 for 2 offer on Dulux there was no discount on paint ". This offer was irrelevant to me. Why not just exempt that offer from the promotion, as they did with cabinet and strip lights ?? CS not interested so goodbye from them. I have spent £1000s at B&Q over the years but I think that relationship is at an end. I wonder how many others were taken in by this marketing ploy ?
Beware! Much of their stock is simply other companies' products re-badged. As a result they have no idea what is in stock and what isn't. I ordered a patio kit, shown on the website as in stock and available for delivery in one week. Three weeks later and I had heard nothing so investigated. I was told it had been out of stock for two months and would be for at least another month! And yes, they TOOK THE MONEY ON DAY ONE, KNOWING IT WAS OUT OF STOCK FOR MONTHS.
Took a while to place the order as web site was awful. Quidco did not track the order so no cashback (every other site tracks ok). After waiting 4 weeks for a delivery from B&Q (diy.com) with an e-mail delivery date confirmation it did not arrive. I telephoned to ask why and they had no record of the order number on the email they had sent me (82860883).
Now I have re-ordered, again it has not tracked on Quidco, again I am waiting 4 weeks to see if anything arrives.
I've had trade accounts and spent £20k with these guys converting flats but things have gone down hill.
Worst on-line buying experience ever.
We ordered floorboards from B&Q and what an awful experience it was! The floorboards got broken so they didn't deliver and didn't call. Then the useless service centre would not solve the problem so I told them that they were going to pay me to take a taxi to the nearest store and pick it up myself. The store then told me to pay again and then i finally laid down floor. Many phone calls later they had refunded the extra money I paid for all of this hassle, but we felt the need to email the company to inform them of the bad experience. After a few weeks of no reply we sent a letter to the headquarters but we never heard back from that either.
I bought a fully enclosed shower from them it cost over £2000 it had two doors when the plumbers were installing it they found they had sent two left doors I rang them uo and they said we will send you the right door in a couple of days so the plumbers came back a few days later to put the right door in and I had to pay them a extra £500 for the extra visit I contacted B and Q and after lots of phone calls over many days I got £100 back
reserved my shopping online to be collected in store. When I got to store the price was 25% more. I was old that is the price you have to pay, even though it was still the original price online which I showed the staff on my phone while in store.
WON'T BE USING THE ONLINE SERVICE AGAiN
Tried to reserve and collect - it takes a whole day to pick the goods, the staff call you a liar when you complain you weren't called and then they tut at you when you want the offer shown on their website.
Suggest only buying in store
T and thanks for your order found this review useful
I found the website a bit confusing. The stock Information, delivery and collection options didn't make sense. The staff on the phone were okay but I felt like I was a nuisance. Went down to the local store instead and was happy with my purchase.
Customer service is appalling, stood around in their Bangor shop trying to get someone to help me find what I was looking for but you basically need to chase the staff around the store. They see a customer and put their head down then turn down a different aisle... Not impressed!
Could be a great shop let down by poor staff and garbage website
Where to start the staff do not care in general you ask for something you may as well fill in a job application /go for interview/ get job/turn up for work the next day and find in your self it would be quicker
the cutting service is a joke i have stood there 30 mins when in the little van waiting for some one to serve me
only to be told sorry there in no one to use the saw
the prices on the screws ect are a joke
considering they are part of screwfix [kingfisher group] this makes it even worse they could buy from screw fix over the counter and still make a massive profit they are a rip of on 99% of things timber tools ironmongery i cant believe they are still in business..
Grimsby's branch is run by[please insert a derogatory term[ in matching clothing ..
b&q website was made by . someone who has never tried to buy or stock check anything
save you a wasted journey got to wickes
I had the unfortunate experience of dealing with Jim the Duty Manager at B&Q Darnley Glasgow today. After being assured by a member of staff that i would be given my full refund in the method in which i paid (cash) in accordance with there returns policy, I was refused this on the grounds that it was too large an amount to be returned and I would have to wait for head office to send me a cheque. Knowing that this could take several days for head office to process and then another 5 days to clear in the bank, I reminded him of the company policy (which was displayed next to me on a large sign in bold letters) to which he said 'This is company policy, not my policy'. Citizens Advice, Solicitors, Head Office and then papers..Don't mess!
B&Q scores by the amount of lines they stock, but they are eye wateringly expensive, selling most products at top dollar, when the vast majority are cheap Chinese imports.
Big they are, wide range they have, but quality or cheap they are not! Despite the big posters to the contrary.
Nice to see they employ mature local people, but I wonder how many work there as a consequence of the Chinese imports that fill the shelves.
We have spent many of years doing-up our home and have always used B&Q, bought some wall paper took it back as decided was wrong for what we wanted went to the Ashton store was told point blank NO CREDIT NOTE and didnt have the refund but if bought in the last 55 days they could find the transaction.... as it happens we bought the paper from Oldham.... so after being snub from the CC clerk in Ashton we drove to Oldham, advised again we only wanted to buy more wall paper but cannot find the receipt, she said with a smile on her face no problem scanned the barcode gave us the credit note and off we went and spent a further £100 what a difference from store to store when they are meant to be the same company??? go figure.... But the new returns is not very clear so you have to be mindful what you buy just in case you need to return your goods!!!!
The website is really bad. A lot of products have little or no descriptions. This really is no use if your local store doesn't have the product in store to view in advance.
Even measurements and materials are missing!
Generally the store is good but the website lets it down
I have mixed reviews about B&Q the online service I have recieved has always been good and this time has again been very good, prompt in dealing with my call and query and processed my order today quickly as I have an issue with delivery (can't get large lorries up my drive).
However what lets B&Q down is there in store staff and stock taking. I recently visited my local store - Erdington to pick up a lamp for my son's room and another lamp and light shade for my living room. There was only the display lamp available that I wanted but wanted to check if they had any others in stock. I waited over 10 minutes before someone came to help me (this is after a call had been put out on the shop floor). Eventually the man I spoke to who was unable to answer my query went off to find someone who could, they check and the computer showed they had some in stock but then had to wait while the items were found. The man came back to me and said it was probably best if he checked another store for me to collect my lamp from. My response well I was shocked I said I'm not travelling to another store when you are showing the items in stock here. He responded to say that even though the computer says they are in stock, they may not actually be in stock. They then found the lamps in store but they were high up in their storage rafters, this of course caused them and issue as they now had to find someone to find something to retrieve them, THIS A DIY STORE!!!!! Someone else came with a lifting devise and kindly got me a lamp down, what a very long process and shocking staff who don't seem to want to help.
The other issue I have is with the stock counting process, I recently went to order a set of drawers and bedside cabinet one of the items were not showing in stock a week later I tried again and this time I managed to reserve the items ready to collect but then I got a call to say that one of the items was not in stock and had been discontinued, I was asked if I still wanted to order the other item even though I would not have matching furniture I politely declined.
The stock issue seems to be a big issue with B&Q and when I have spoken to online staff they have said the same, just because its showing as in stock it may not be in stock. Don't offer an online reserve and collect service if you cannot commit to items being in stock.
So I ordered my drawers and bedside table and after a week of no one contacting me to arrange delivery I contacted B&Q who contacted the manufacturer direct who contacted me and said my items had been dispatched and I will receive a call within 48 hours to arrange delivery, again after no call I contacted B&Q who again contacted the manufacturer who chased things up and after lots of phone calls and blaming the delivery company B&Q checked the telephone number which they had on the system which was my old mobile number. Well you might say that isn't B&Q's fault, well at the time of placing my order on the phone the telephone number was taken and should of been updated but it wasn't and thus the very long wait and no compensation either.
Also the items that I ordered do not come with screw covers so you can see all of the screws in the side of the furniture which is the Mulberry bed collection. Very poor B&Q.
I have purchased a lot of items from B&Q over the years and on the hole they offer reasonable value and good customer service.
Recently I have noticed the service drop off though. Argumentative staff who refuse to see reason don't help. But also I've had very helpful service a couple of weeks later in the same store from other staff.
For the problems I contact their central customer services, not much help at all really and just didn't see my point.
So if you know what you want and the price is ok use B&Q, but as soon as things get tricky they lose the ability to help.
I placed an order online with the indicated delivery time being 3 days. Well, its 3 days later and arrived via a very help TNT delivery driver. Great product and delivered on time too. Only negative point I can mention is the delivery charge is very expensive (in my opinion anyway)
I spent £55 on a building product to find out it was the wrong colour. Tried to take it back 4 days later to exchange for correct colour. BUT as I had lost the receipt but could prove I purchased it from the Farnborough store, Hampshire they would not entertain any form of exchange or credit note. They've just lost a good customer.
Never in my life have I had such an awful experience with a retail sites search function!
Try it for yourself, the results often have no relevance AT ALL to the words you have searched for. The site is also slow and unreliable.
To add to this, I have used their reserve and collect feature only to find that despite it claiming their is stock, receiving an email confirming it is available for me, I then get to the store to find ive had a wasted journey.
Very poor experience, would definately not recommend
To reply as a company, please sign up here.