We bought a kitchen from them. They over charged us by 50% and had to make refunds and compensation to us. The whole service was appalling and their customer service was crap. I wouldn't even buy a lightbulb from them now!!! Worst company I have ever had to deal with!
Vic found this review useful
Ordered kitchen from b&q hull.Told my electrics needed updating,when i asked what needed doing they said the electrision will tell me when he comes to price the job.When the final fitting man came he said it was only a recomendation i had the electrics done before they started.I went back to the store and asked what i needed to do about the electrics, i was told again the electrision will do it when he came to do the job. When they came to fit the kitchen the fitters and plumber came first ,they started to rip the old kitchen out.They had ripped the kitchen out and started to do the gas and water as the electrision arrived.He phoned B&Q to tell them what he was going to do ,he was told he could not go ahead with the job because B&Q do not do what he had to do. I rang B&Q to ask why and they said they do not do it now, i said my kitchen has been riped out now so what am i supposed to do now.The reply was i should not have let them take my kitchen out untill the electrision had arrived.So now i am having to ring another electrision to do the job B&Q had charged me for.
We bought lots of stuff this year. From flowers, bay trees, olive tree, paint, borders, electrical and lots of other things. Very good, if you know what you want. If you ask the staff do not expect any help! They don`t care....what a shame!
We went to find out info about hiring a rug doctor. it took us 40 mins to get hold of someone who can guide us. Spoke with one staff, they pointed us to another, and this went on for a while and finally we were asked to wait at the tiling desk where we spent about 15 mins and then again we started to chase staff. Finally someone came in who didn't even bother to say sorry that you had to wait. I kept repeating we have been waiting here for 40mins and HE NEVER SAID SORRY!
The items displayed for certain items such as tiles is inconsistent and often wrong with sizes and use of tiles being incorrect.
Stock information online is very inaccurate and their reservation system does not reserve stock.
Staff in store confirmed their systems are woeful.
I bought a kitchen from the Meir department Stoke on Trent.After fitting the kitchen I found out I had to purchase the edging strip separately Unfortunately the store did not have the strip and I had to order the strip directly from Scotland.I was asked to pay in advance as they could not send or order the strip for the store as it was regarded as a special order.I was charged a delivery charge which I felt was unfair as this item I feel should have been available in store.The item was to be delivered within five days but after three weeks I am still waiting despite a number of calls to the store.Very poor customer service .
We bought our kitchen from B&Q, who were very quick and keen to take our payment. Our kitchen fitter kindly put the kitchen through his Trade Point account, so that we could receive a discount.
Upon arrival, parts of the kitchen units were damaged and 2 units were ordered in the wrong colour Oak (an error made by the person in store who ordered the kitchen for us). B&Q replaced some damaged units relatively quickly, but we had to wait 12 days for the 2 Oak units to come in the correct colour (by which time our Kitchen fitter had left).
The customer service was appalling. The kitchen showroom manager of the store said she would call me back but never did. She was rude and hung up on me, when I called the store to find out information on the replacement items.
The customer service line refused to speak to me, because it was via a trade account (even though we made payment on our own credit card). Nobody was willing to help or apologise for THEIR mistakes.
If you buy a kitchen, buy from a reputable company. The service was truly shocking.
Why would B&Q not use the instant voucher text system?
Why does it have to be a gift card that takes forever and a day to arrive?
Why when the card arrives can you NOT use it on the website?
When you go instore they will not honour "web exclusive"!!!
How they survive I do not know.
I went in here to get a small tin of white undercoat and had to pay £4.95 for a tiny tin, a packet of fuses £4.95 ( same packet in pound shop) B&Q are good on power tool kits etc but extortionate for the little things, Wilkinsons are much cheaper on most items.
Another convenient store that repeatedly fails on stock levels, partly because the way they store stuff means if they say they have 19 in stock, 18 are probably broken/missing/on a pallet somewhere else. At least the big stores store some of the wood horizontally, unlike Wickes where 90% of it is warped and twisted!
Another gripe is the new 'trade counter' that means if you are buying 20 sheets of plasterboard from a B+Q warehouse and don't have a trade card, you now have to lug the stuff through the old dears buying Begonias to pay at the normal till!
Saw an item in Exeter branch that I wanted to purchase, but it was damaged so took details and thought I'd research online and order it for collection at another store, entered details exactly as it was written on the shelf edge ticket - the website didn't recognise the item or the code and when I emailed b and q the customer support page was completely scrambled. I finally managed to enter complaint and have been waiting for a reply for weeks - they don't even have the courtesy to contact me. Mind you this is not the first time - took day off work to wait for a delivery that never came - when I phoned to enquire roughly when I could expect the item they said they couldn't tell me so I waited and waited - eventually it was 5 mins before delivery cut off so I phoned customer services again and was told that it wasn't even on the van - I told the person that if they had told me that in the morning when I first phoned I wouldn't have wasted my time - and she said that the previous helpline staff were probably too nervous to tell me the truth!!!!! That's why I called - needless to say I went down to my local store cancelled the oder and bought something elsewhere!! I have finally learnt my lesson and have washed my hands of B and Q!
Ordered 3 items on-line, non of the items were eligible for delivery only available for collection in store, all item were 'in stock' according to the website. I drove 7 miles to the store only to find ALL THREE items were OUT OF STOCK - Will never use again!!
Bought a Miami gym erected it found faults such as locks latches not working window broke nails exposed on complaining I was offered new doors and window but was expected to have to pay someone to fit said items not very happy with customer services wiling to sell but not to put correct after
I reserved an item for collection and like argos, I thought that you go in with your code and pick it up. I arrived at the store and told them I had an item to pick up. Nobody took the reservation number but instead went to "the cages" where I was told the items are kept.
Apparently, my item was never in stock and somebody should have rang me. I said no one did, the woman supervisor said "Meh!" and turned to help on the checkouts.
Absolutely clueless and very poor customer service. I did complain and managed to get a £5 gift card but I still think that it was not enough.
i am a fully qualified carpenter and know alot about trades and trade suppliers, the only reason i would use b&q is because of opening times and how handy it is to pop in and get what you need before or after work. However their website is one of the worst i have ever used just try searching a specific item and see how many totally unrelated items show up! Also their prices on timber are near extortionate, best off using smaller independant timber merchants. Also their prices for supply and fit kitchens and bathrooms are very high. So basically only use because it is handy or you have to, shop around if you can it will save you in the long run.
A week before the installation of my new bathroom and kitchen was set to begin I received an email from the manager saying that he had cancelled my project. When we asked why he said he wasn't prepared to answer any further questions. Customer services wouldn't get involved they said that had no jurisdiction over their own installation centres. When we insisted on an explanation and involved the bank who organised the finance the manager said that he was in the process of drafting a letter to explain specifically why he had cancelled the project. 2 months later and the letter has still not arrived. Taking legal action to discover what happened. All very odd!
My parents had some furniture delivered from B&Q the delivery guys had damaged the carpets.
Reported it and the Manager did not want to know, went to head office and was promised it would be sorted out. Was passed on from one person to another. Head office again with the threat of taking it to ‘Watchdog’ and the papers.
It took 4 months to get sorted and for compensation.
Would not shop with them again
The website helpline is the worst I have ever come across. I had problems with one of B&Q's stores and contacted the Customer Service helpline. I filled in their forms 3 times detailing the problem but had neither an acknowledgement nor an answer. In the end I gave up and dealt with another company. I won't be back to B&Q their after sales support does not exist.
Their wood is sawn as if a child milled it and their hardware screws are like butter! Their consumer units are also twice the price of everywhere else.
Low prices on everyday things but it's tat. Expensive on special things which can be bought elsewhere much cheaper.
I bought some expensive door hinges and the screws snapped when using them!!!!
I tried to return a pack of wood which was awfully out of shape (with the receipt) but because the pack was open the desk monkey told me tough. The attitude of him was despicable. I have statutory rights but was told to leave when I argued my point.
I've spent £1000s there but I go no more and never will.
Oh, and the search facility on their site is diabolical.
Stafford B & Q.......An excelllent store, the staff are always helpful and each individual know there products. I enjoy shopping here. Well done to Katrina, Martin, Faye, Ruth, Jenni, Maureen and the ever faithful long employee Janet, these are just some of the employees I regularly see, however ALL the staff are superb. Great value, cheaper than Homebase!!!!
First of all I am not a shop lifter or a thief, I am a respectable 50 year old man, who’s “crime” was to try to take back a bucket of emulsion and exchange it for a credit note.
We purchased two ‘buckets of ‘Crown emulsion on Thursday the 1st of April 2010 and only used one, I returned today April the 6th to try to exchange it for a credit note to be told ‘ we have a new policy ‘ no receipt no refund .
I tried to explain that I had lost the receipt but had paid on my card, ‘no receipt no refund’ came the answer.
Could I speak to a manager I asked ? “All in meetings cane the curt reply “
So I stood outside the front door of the store and told everybody who came in B+Q’s new policy, after a while a security guard came out ( he was really nice and professional ) .
He told me that I had to move, I said I was protesting, I told him I was just informing customers of B+Q’s new policy , he was really professional and listened to what I had to say. This was in stark contrast to ‘ Damien and Peter who came out .
They were both wearing managers badges, Peter said to me that “customers do not want to hear you *“Vacillating”. I asked him what that meant and he said” look it up “ so obviously he did know what it meant . Then Damien Chipped in and threatened to “ detain me “ if I did not leave.
The security guard looked very concerned about this as he obviously new the law and detaining people who have not stolen anything is very dodgy ground.
The security guard then said that while he was with me he was not looking out for shop lifters, all because they would not exchange my paint !!
Damien now bolstered by his four large colleagues told me to “take you paint and clear off you are banned” ( lovely customer service )
So what am I left with, well obviously a bucket of paint, and the impression that some managers at B+Q use words they do not understand.
I will spend my money elsewhere
*NB Vacillating (means to sway )
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