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!
Customer service diabolical. Save your time, no point complaining they are not interested.
Prices Diabolical, one type of tile has changed price four times in one month.
Quality diabolical. Quality has declined especially kitchen cupboards.
If b&q had to pay compensation for goods returned, quality would improve over night.
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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