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.
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.
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.
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
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!