written by Amanda0007 on 21/03/2024
I purchased a 'Square Reversible Straight Shower Bath Screen' thinking it would be of good quality from B&Q but how wrong was I... I employed a plumber to install it but on fitting the screen he informed me there was a tiny gap between the hinge and the start of the seal so it LEAKED!! He then sourced a good quality thick replacement seal which is massive improvement on the cheap flimsy one. So far this new seal hasn't leaked and actually does the job its supposed to do! I then contacted B&Q to complain but weeks later still no response. I then chased them again and I was fobbed off by them informing me I have to contact the seller KU Bathrooms & Kitchens! Why SHOULD I be contacting the seller!? I was then informed I should of submitted a report nearer the time and theres nothing they can do! What!? You ignored me for weeks and want a report!? What report!? I then did a review on their website (a bad one obviously) and had an email to say it was live on their website, it wasn't. Chased them 3 times and was fobbed off with 'their escalation team will be in touch' nothing... so I went through all that stress for weeks on end for nothing and out of pocket, thanks B&Q. All in all I am absolutely disgusted with the whole ordeal. I thought they were a reputable company who looked after their customers l. I will never ever purchase anything from them again.
written by GloriaMcCollum on 06/01/2024
Me and my partner bought a kitchen along with fitting (£7,000) from B&Q (york - monks cross). I have never experience such atrocious customer service in my life. We were passed from 3 different designers, the fitter didn’t measure the space correctly and when it came to actually fitting the kitchen there were so many design flaws that we had to wait over a month to have it completed. A young family left without a working kitchen or even a sink. We then had refunds worth £900 as the design (pull out cupboard, drawers etc) were not practical meaning they would have never worked in the first place, our dream kitchen slowly becoming unachievable. They then had problems with the refund system which was blamed on us (?) and after several emails finally they came to the realisation that it was their system error.. (still dealing with this now - kitchen started in Aug’23) I have come to the conclusion that no one that works there knows what they are doing and would never recommend buying anything from them!!
written by AshLeelmb on 04/01/2024
BnQ sent a big delivery truck to a customer of theirs who lives over the road from me at 7:20am and the banging I could hear while they were offloading the customers items was loud and it woke me up. I went over and complained but they said that they'd been sent there at the order of the customer through BnQ deliveries but BnQ could have pushed back on this and told the customer that they won't deliver this early...saving me being woken me up! So I then called the complaints team and they wouldn't log a complaint unless I had the order number of the customer...which I don't have and I'm not prepared to go over to the neighbours who I don't know to ask for it as it's an awkward conversation with them and I don't want to create any bad feeling with my neighbours. And I think it's pretty ridiculous how BnQ won't even log a complaint without the customers order number for the delivery, rather than just use the address and attach the complaint to that instead, because not all complaints will come from actual customers! BnQ, you're pathetic!
written by Rodriguez236 on 02/12/2023
I will admit it’s not my favourite diy store so I don’t go often. Today I walk in to buy a few bits an yep no tills. Self scan or nothing. If I had not been with someone else I would have left my trolley at the till and walked out. But as some of the stuff wasn’t mine I had no choice but to go ahead without causing embarrassment. Not only was it self scan but if you wanted to pay cash you could only go to one specific self scan till. I will not return
written by Marsh352 on 16/11/2023
We bought 12 shelves for our online business we were about to start, the shelves arrived damaged, scratched and had missing parts. We made several attempts to resolve this with B&Q and was constantly ignored for weeks, to the point we HAD to build the damaged shelving as we needed it for our online business. Eventually after weeks and nearly months of emails, calls, and writing to our MP, B&Q responded. The angry advisor from the executive customer relations department lied to us, mislead us, spoke over us, spoke down to us, was patronising and put this whole experience as the worst I’ve ever had. The CEO also ignores his emails, clearly doesn’t care about his customers or how much they’re being mistreated!
written by LauraWigg on 20/10/2023
So far it has taken them 6 months to complete an en-suite project which included 4 days of fitting and it’s still not finished. The Customer Care Team are poorly trained and don’t know how to resolve issues that don’t fit their simple ‘ChatBox’ type of question.
written by Vanceqo433 on 18/10/2023
Brought powerstation online. Broken down in month. B&q saying contact verified seller clever stuff international. Did that they fobing me off for more then month. Contact b&q again they said will raise issue. Contacted by verified seller clever stuff int. They send label to return unit and will issue refund. Packed back in original packaging and sent it back. Now 2 weeks after nothing from eather of those 2 companies. B&q dont wanna know. Clever stuff int private lim company (address on gov company house) no comunication since. So left without product and money. Avoiding completlly b&q and going next door to screwfix or any other shop juat not this 2. Save yourself hastle is stay clear from them if you care about your hard earned cash. Be warned all.
written by ParkerParker on 08/10/2023
From start to finish our kitchen planner was helpful, knowledgeable, patient, funny and a joy to interact with during our two hour planning appointment for our kitchen. He listened and made suggestions which were practical and enhanced the design. The two hours flew by and we left with a fantastic plan! Thanks B & Q Liffey Valley Dublin.
written by grahamgeorge on 01/09/2023
Arrived on time but when unloaded the bulk bags contained 20mm crushed granite. After a number of phonecalls where they point out that the listing does say colour, size and texture may vary, I was told that this is because it is a natural product. Nothing wrong there except their picture quite clearly shows flint NOT crushed granite. Now because I was being firm about my complaint and insisting they fulfill our contract they put the phone down and are apparently cancelling the order. Not remotely interested in Trading Standards. I thought I was buying flint gravel but get stonewalling instead. Am I really the first perswon to complain about this?
written by possetflyer on 23/08/2023
All ok until delivery, pieces missing and no help. Parts of kitchen don’t make sense.
written by Yamilet487 on 16/08/2023
Warning: do not buy from these online. Shocking! They have my money, I have not had item delivered and they don’t answer phone in Customer Services.
written by MrandMrsClover on 25/07/2023
Fantastic service from the Colchester team in buying our new kitchen. From planning, product choice, delivery and after sales nothing was too much trouble. Kitchen looks great and would definitely recommend B and Q .
written by Lissaj on 22/07/2023
If I could give Zero stars I would. I ordered the “Milano solid oak glass top dining table” costing £199 through b&q seller “Royal Comfort”. The table arrived damaged with a scuff on glass top. I contacted b&q seller straight away and provided photos as evidence. I advised I wanted a replacement. Firstly they took 5 days to respond! After a number of emails in the course of a month, it was clear the seller was not obliging and just kept offering discounts to keep the table. I was so fed up of no resolve and after much discussion and dispute the seller offered a 20% discount if I would keep the table. I accepted this and a refund of £39.99 was agreed. On the 14/7/23 I had an email from b&q and the seller confirming I would get the refund, but on the b&q email it stated “the refund would be processed once the item had been returned”. I have contacted the market place seller, they have said they have sent the money to b&q and I have contacted B&Q on several occasions and they have advised the refund was processed on 11/7/23. Today I rung b&q to advise I had NOT had the refund and also check my with PayPal and nothing pending. The lady from B&Q was very rude, would not let me speak, kept talking over me and would not listen to anything I was trying to say. She also refused to give me her name. So far I am absolutely disgusted with all correspondence with b&q and have had a terrible experience. As well as ringing B&Q customer services, I have also emailed B&Q a formal complaint through and had absolutely NO response! The customer care team is diabolical. In store, they are great, but please avoid any orders in line and definitely avoid and sellers through B&Q.
written by hwCross24 on 21/07/2023
500 euro pool with huge burn hole will do nothing to rectify in time for a child’s birthday disgusting behaviour from a company avoid like the plague
written by Parisz492 on 29/06/2023
Bought a kitchen 6years ago and have made 3claims for faulty goods. Customer services and after sales service are awful. Why have a section who can't assist customers and deflect bad reviews of BQ. But is BQ bothered. I don't see many responses from BQ. I wouldn't have a kitchen from BQ again even if free
written by JaneF985 on 02/05/2023
I booked a kitchen and bathroom installation with the Erdington store 5 months ago, due to happen today. It was cancelled at 11am Sunday morning. After sales customer service is appalling, I spent 3 and a half hours in total trying to speak to someone in store on Sunday, was promised a call back from the store manager before they closed yesterday and was still waiting for a call back at 10am this morning. Store manager was completely uninterested, refused to offer any compensation for the inconvenience and terrible customer service I received. I logged a formal complaint with head office this morning and was assured I would be contacted by head office management within 48 hours only to be told 10 minutes ago that no complaint had been logged. Avoid at all costs
written by Joebuy712 on 20/04/2023
Purchased a kitchen from B and Q. Designed in store. My wife had seen a walk in corner larder in their catalogue. A relatively new addition, we believed. So this was a must have. We received the kitchen on the 31st of March and had a joiner ready to start immediately. We were at the stage of fitting the doors, sink, oven, dishwasher, all fitted. just the doors to hang. The corner larder door, a big top door and little bottom door attached to each other, wouldn't close. It was hitting off the oven next to it. We contacted the store and were told that we had to fit two spacer panels, either side of the larder. Making the gap bigger. We pointed out that this wasn't in the plan or assembly booklet. We were told that this was normal and that a B and Q fitter knows to fit these. The joiner spent Saturday and Sunday stripping down and readjusting the kitchen. Quite a task as the corner unit contained all the electrics for the house and the unit to the left, the boiler. We pointed this out to the deputy manager, who reluctantly agreed to a visit. he agreed that the kitchen design and assembly booklet, had no mention of panels. He took some photos and left. We next phoned and got the store manager. He was less sympathetic. He offered two rolls of coloured edging tape, to hide the visible white carcase of the kitchen. We asked about the joiners extra work. He pointed out that we had used our own joiner. The best he could do was contribute to the extra expense. I pointed out that it's a design issue and not a fitting issue. He wouldn't help any further. Whilst this was happening, I had been phoning customer services at B and Q. Ten times in total. One said, nothing to do with us, we're online only. One person said that you can't escalate a complaint higher than the store manager. One didn't know what an area or regional manager was. Two would get their supervisor to phoned. HE didn't. One told me to seek legal action, if not happy with the store. Nobody knew how to contact head office. I have all the names of the individuals concerned, including their response. So. I'm out of pocket, with joiner. My kitchen still isn't right, and B and Q aren't interested. I also bought my two shower enclosures,wet walls,toilets and basins, at the same time as kitchen. The total value of my complaint is nothing, next to just one person reading this and going to Howdens or Magnet instead. 20/4 Spoke again to customer service. Seems that legal advice is the next step, if your unhappy with store response. So bottom line. If you have a complaint and the store manager doesn't agree, tuff. Get legal advice. Everyone in customer service directs you back to the store, or to a solicitor.
written by Jcrawford on 14/04/2023
I am a 75 year old who over the years have spent lots of£1000 on my DIY jobs around the house, I went there two weeks ago and there wasn't many cars on the car park. I parked with my back wheel over the white line and was fined £60 for it. B&q you have already lost £400 in tile sales from me and Wicks said than you, unless I'm desperate you will not get any more from me and I tell every one that will listen.your answer will be that the car parks are run by a private firm. But who allows them to run the car parks B&q
written by Powers99 on 21/03/2023
as new customer i was excited about… as new customer i was excited about receiving goods for my new house - in the end my goods werent delivered - they have awful drivers that works for different companies and they have their own rules - they are patronising and very unkind - i was let down from the rudest drivers and over the phone the customer services team were useless I will never use them again! and end up using a local
written by 300Dowd on 19/03/2023
Customer service extremely helpful staff when I was looking a bit confused when wondering whether to buy patio cleaner. He explained very patiently how to get it he best results on my purchase of patio majic. I am then signed up for the b@q club card because I felt valued.
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