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200 Reviews
  • Slow and expensive delivery service
  • Where have all the lovely helpful Old people gone who used to be employed in B&Q. They always saw a job through to the end!
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    200 Reviews
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      07.03.2014 15:11

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      Misleading trading

      I purchased two 2.5l tins of Dulux paint from B&Q in Newhaven in East Sussex on 5/3/14. I checked with the staff prior to going to the check out that the special offer - Buy one get one half price - applied . I was told by the staff that it applied to all Dulux paints. On checking my receipt I discovered that I had been charged full price for both items and no discount had been given. I was then told that the offer only applied to coloured Dulux paints and as my paint was white I was not entitled to any discount. That's not what it says on the Advert Notices, neither does it say that white paint is excluded from the offer. The discount myth is being perpetuated by B&Q. My advice is don't buy Dulux paint and don't shop at B&Q. Trading Standards is toothless and ineffective.

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      03.01.2014 19:09

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      B & Q do not have a Customer Service Department you can discuss things with.

      I bought a £199 plastic bike shed and had it erected correctly and attached securely to my garden fence a couple of months ago. During heavy wind the doors split and the hinges broke so it is unrepairable.

      Customer Services did not even ask to see the photos of it! Told me to claim on my house insurance. I spend a lot of money in Hermiston Gait Edinburgh ............. but not any more.

      I have another shed (also from B & Q) which is like new and they are in the same garden. They are totally disinterested and have 'washed their hands of it'. I will go to Homebase or similar in future.

      I would love to have known that this shed would not last a first gust of wind.

      Customer Service are not interested .... they do not want to see photos ..... they cannot see that the other shed is fine so it must be a product fault. What a waste of time. More like a Sales Prevention Department!

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      01.05.2013 15:49

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      Having bought an expensive electrical item from B&Q it failed during it's second use out of guarantee.(It is a Macallister Pressure Washer and is only used once a year) It turns out that no-one will mend this item as the parts have never been available in this country.Head Office do not care, everything is "not our policy". This is the second electrical item that I have bought from them that has failed rapidly Luckily that one can be mended, and mended, and mended at my expense.If you really feel you have no choice, but to buy from B&Q, ask a lot of questions and realise that their policy is to take no responsibility for the quality of the products they sell.

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      29.03.2013 11:41

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      In general good for DIY items but not products that could become faulty within Guarantee Period

      I returned a Dimplex microfire cube heater that had seriously overheated with fumes emitting, then completely failed. I was told by an assistant at the returns desk (subsequent to her phone conversation with the manager), that there was nothing that B&Q could do for me as the item was outside the 45 day period in their return policy. I was advised to send the item back to the manufacturer which is incorrect, within the terms of the consumer rights legislation. The fact that the law is quoted on the reverse of the till receipts still had no effect. However, after a long discussion they agreed to replace the item on a goodwill basis only, on this occasion. I was told that should the replacement fail out with their 45 day rule, not to bring it back but contact Dimplex directly! The moral of the story is, do not buy electrical goods from them until they start to respect the Consumer Rights laws.

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      10.01.2013 14:24
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      Needs to work on their customer service!

      I recently visited B&Q in Leeds to enquire about some bedroom furniture that I wanted to order online, and to pick up some decorating supplies.

      I had already selected my preferred furniture range on a previous visit to the store, and wanted to look at a few items in more detail before ordering online (they had a special 20% online discount) such as different handles that I could select from. When looking at the different handles on display they weren't labelled so I didn't know how to identify the one that I liked when ordering online.

      I must have hovered around the bedroom section for about 10 minutes before I spotted a member of staff. This member of staff however could not help me as it wasn't their department and suggested I ask upstairs (which was the kitchen and bathroom sections). I was wondering why there wasn't someone for the bedroom department seeing as there was a stand with an information 'i' on it.

      The lady upstairs had to ask someone else, who then showed clear annoyance at being interrupted from a conversation with another colleague. When I explained what I wanted to be shown, she huffed and puffed and stomped down the stairs behind me, making me feel very uncomfortable that I was asking her to do something. She told me what the handles were called and then stomped off. I just hope they are the right ones when they arrive!

      After this I really felt that B&Q could work on their customer service, especially when customers are about to spend a rather hefty amount of money and just want confirmation of something that should actually have been displayed in the first place!

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        26.11.2012 17:31

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        Wickes is way better

        Once upon a time, a central point of B&Q adverts was that you could purchse what you needed, safe in the knowledge if you bought too much or the wrong thing, you could return it. Not any more.

        For a start, you need the receipt or they won't even talk to you - well they will, but will treat you like dirt, and tell you 'our returns policy is clearly stated on our web site' and you should know it. Unfortunately, not only is it not as far as I know a pre-condition of shoppping there that you have seen the website, a full returns policy ISN'T ON IT! It only states in any detail what their returns policy is for ITEMS THEY HAVE DELIVERED. For anything else - not a word, other than it will help if you have your receipt.

        Now if you ask why the policy (if there even is one) has changed, B&Q staff argue (or rather quote robotically from their training manual) that this is because given the number of offers they have, if you don't have the receipt how can they know what you paid. True, but how difficult would it be to say that, if you don't have the receipt, they will only credit you the lowest price charged in the last (say) two years. Not rocket science. But even more annoying is the mind-numbingly obstructive way they choose to implement the (non existent) policy.

        For example - I purchased a roll of bath edging tape, cost about £2.50. I picked it up from a location marked 'white tape' but a cream one had got there somehow and I didn't notice. Got home, realised, took it back. 'Can I swap this roll (unopened, with their stickers on it) for an identical roll in white?' 'No, not without the receipt' said the girl who'd sold it to me the day before.

        Now I don't know about you, but if I kept receipts for everything I bought for £2.50, I'd need to build myself an extension just to put them in. What possible problem could it have caused B&Q to just swap them over and please the customer? The result? I bought some more tape elsewhere, and having been a regular customer of B&Q for over 20 years will never use them again. I hope they are happy.

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        17.10.2012 08:01

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        service was terrible,will keep to the independent stores from now on

        I had a problem when I tried returning a faulty Makita drill which was less than 5 months old.Whilst standing in the queue which seemed like an eternity I looked over to my left to witness some troll of a woman confront a man( who with my bad eyesight standing 30 ft away was clearly over 30)and ask him for id so he could buy some glue, when finally I did get my turn and explained that I lost my receipt they tried fobbing me off with a Makita helpline and were VERY defensive as if they made the bloody thing and its coming out of there pocket,to cut a long story short they were Very unhelpful and the troll I spotted earlier was just itching to lay into me,anyway i'm going back today armed with a bank statement to prove I did'nt steal it and BATTLE with the trolls AGAIN!

        b and q customer service rating 0

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        12.10.2012 15:17

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        B&Q Cambridge - don't go there. It's scruffy and untidy, you can't get served in a reasonable time, the shelves are badly stocked and they can take weeks to restock the most basic of items.I was let down over a bathroom suite a few years ago, would NEVER use their fitters or design service and neither would i order online.I'm lucky to have a Homebase a few yards further down the road - superior in every way.Why on earth don't the execs read these reviews and do something about the public image.

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        21.06.2012 21:19

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        avoid

        Radcliffe Kitchen and Pontprennau store



        "After purchasing this kitchen in February and having it delivered in March we have experienced nothing but problems.
        On delivery 60% of the cabinets were damaged, 6 pieces were not actually delivered and when customer services tried to sort it out and get the store to call us the store did not.
        We made several calls to the store and the designer did not call us back, nor any other member of the department.
        After finally the telephone customer service team managed to get us in contact with the store for support and they were less than helpful. If it was not for the telephone support at the central office I would have ripped the kitchen out at that point and delivered it back to the store. I would have to say Pontprennau store are a joke for customer service.
        Since then we have had nothing but issues with the kitchen and the store.
        We are having to pay again and again to try and work around the lack of urgency to sort this problem.
        We arranged for a consultant to come out through the Pontypridd store and no one turned up. When I finally spoke to the Store Deputy I was assured that all would be rectified, and it was not.
        We did get a consultant out who was not much use and proposed solutions that were completely impractical.
        The cabinet door frames are splitting and the larder doors do not fit , the sink was damaged in manufacture, the trap supplied was the wrong size, the filter for the extractor was 4 times too big, we were supplied items that were not needed. The whole quality of what is supposed to be a top of the range kitchen is APPAULING.
        The faults with the kitchen are mounting, NO ONE is helping, we were promised an independent consultant 2 weeks ago no one has arrived. The Pontprennau were supposed to call and they havent. The kitchen is not fit for purpose the store are unhelpful and the overall experience has been nothing less than disgusting.
        We have twice tried to call the case worker for B&Q and been promised a call no one has bothered to call back. The problems are mounting and there is nothing being done to reslove the issues.
        The last time we spoke to the Pontprennau store a consultant was very rude and told us well what do you expect us to do.
        If this is what Kingfisher Group are promoting as customer service and happy customers they are not even coming close to attempting to make us happy.
        All I can is advise is avoid the store and the kitchens period !!!!!!!!!!"

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        16.06.2012 19:52

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        The experiences of others below is exactly what to expect at erdington B&Q.5 years ago we brought a bathroom suite. Shower has always leaked from door seal, despite being correctly fitted. Just very bad design - no angled lip to direct the water back into the tray. You would think that if a company sold a product that needs parts that wear out they could source the parts for you. Could not get a toilet seat (its a square design) despite them still selling the range, and they actually laughed when I asked them if they could get a bath shower hose which had a unique connector. Am I really meant to buy a new bathroom suite every time the shower hose wears out? I would rather sell a kidney than go back there.

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        08.06.2012 13:12
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        Hassle free shopping experience

        I normally choose B&Q over other DIY retailers for their range and price. Everything you can imagine is there. If you need something small and intricate like a certain kind of screw with an exact length then chances are they will stock it and have the bigger things like whole shed's or playground toys in stock ready to buy.

        The toilets at my 2 local B&Q stores were very hard to find and in fact were not labelled until you see the actual door. There were no arrows but a sign that said "Toilets" above and large grey door. They have disabled and baby change facilities there which is very handy. The staff know where they are so if you cant find them just ask, i had to a couple times.

        The store is very clean and tidy, apart from the outdoor wood section where occasionally wood gets muddled up or there are off cuts or shaving's here are there. They are quickly cleaned up though. The staff know there way around the store and i have yet to ask for something where the staff dont know where it is.

        The self serve checkouts are not over sensitive and are easy to operate. They also give you manual scanning machines so you can leave heavy items in the trolley and just reach over to the barcode. Returns are dealt with at a seperate desk and usually take no more than 3 minutes to refund with reciept, and if you dont have one, they give you store credit.

        All items are usually in stock and they tend to have spare stock at the back of each shelf. There are simple custom purchase items here and there which require staff help. For example, chains which need to be cut to a certain length can be cut in front of you, this is done to avoid you injuring yourself on the equipment. A good health and safety thing.

        For large items staff alow you to use the trade exit which is a huge sliding metal door you can fit a lorry through. This is for trade only but for large items they are more than happy to make an exception.

        Staff will often help you lift heavy items, just ask around the store and at the checkout they just leave it in and scan without taking it out. Overall i have had a pleasant shopping experience at B&Q and would recommend them. If you need the toilet and you dont know where it is, just ask.

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        27.05.2012 16:16
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        on the ball a little too much should catch the real thieves

        Hi and welcome to this review. I would like to start by saying that i always use B&q, my partner is a builder and has a trade card with them and as it's only down the road we find it easy and convenient to get to it's a big one too with plenty of parking.

        B&q have been very good to us as when we find a product cheaper B&q will match it so we don't have to go out our way and we find that they are reasonably priced so it's not often we find it cheaper else where.

        On one occassion my fella went with our 5 year old and i stayed at home with the baby, when they returned my fella told me he had been banned from B&q because when he went to pick up some wood he had some staples in his hand so he popped them in his tool belt whilst he carried the wood to check out, on arriving check out there were security guards there telling him he was now banned as they got him on camera stealing!
        now stealing is when you actually take the goods without paying and leave the shop premises my fella hadn't even had chance to put his wood down to get the staples out of his tool belt!

        Funny thing is he argued with the security bloke and told him he wanted to speak to the manager and said to phone the police which B&q didn't do.

        B&q phoned the next day to apoligise for the misunderstanding after seeing how much our business uses them lets just say it's a good figure for them to lift the ban!

        I suppose you can say B&q were definatly on the ball just that they should catch actual shoplifters not someone who you could clearly see didn't have enough hands to hold everything and by the way my lad was also holding stuff!

        We still use B&q and still rate them highly even after the mix up it has just become a funny story for us now.

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          18.04.2012 01:51
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          A good overall DIY store.

          ~ B&Q ~

          I love going to B&Q, call me mad but I love having a good browse and more often that not will decide to redecorate a room in my house due to the visit.
          If my hubby says that he needs to pop to B&Q he knows that I will head straight for the wallpaper or paint section and he knows that I will still be there when he has finished!
          My local B&Q is huge, theres a massive carpark so parking is never an issue and inside the store is set out neatly so it's easy to find what you need.

          The garden centre is placed on the right hand side of the store and the builders yard is right over the other end on the left hand side.
          The garden centre bit is always nicely stocked up with various different flowers and plants, aswell as sheds and other garden accessories.

          Heading into my local store as you go through the front doors you are immediatly greeted with the customer service desk on your left hand side and then as you go through the gate thingys you have a large area which in the summer is filled with a range of garden furniture and BBQ's, heading past this you come onto the wallpaper section and just behind that is the back of the store where blinds and curtain poles are placed across the back wall, walking across this lane with take you either towards lighting and kitchenware or the other way over to the kitchens and bathrooms.
          Beyond that then you have building materials and doors.
          Heading down back towards the enterance and the tills you will find paints and tiling stuff and the like, aswell as power tools etc.

          I haven't had a bad experience with B&Q except when I went for wallpaper which would have cost me £70+ and they wanted me to pay there and then but couldn't tell me a precise date when the product would be in stock again, needless to say I didn't get the paper I wanted but I did end up saving money!

          I find that some things can be a little pricey in B&Q but paints and decorating stuff are fine and that is my main reason for shopping there. I have purchased laminate flooring from there in the past and that was great value for money.

          My local B&Q are also the only place local to me that stock Yankee Candles!

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            29.02.2012 20:59
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            A good store

            What is B&Q
            ----------------
            B&Q is a DIY shop/Warehouse, they are usually huge although there are one or two smaller ones around. We have a huge huge mega store.

            Over the years I've used B&Q a lot to do up the house or for more large projects such as paving/kitchen floors and more.

            Admittedly I've not used them for bathrooms or furniture much as I prefer Ikea for that.

            As for DIY I have to say that B&Q are fantastic on price and the range of stuff that they have. The isles are clearly labeled and if you know what you're looking for it's fairly easy to find. In our store there are plenty of staff around to ask too (admittedly I don't tend to go at busy times like a Saturday! - evenings are best and quite quiet).

            Things that B&Q sell
            --------------------------
            garden; garden equipment, garden fencing/paving, plants indoor and outdoor, lighting, decking.
            decorating includes; wallpaper, tools, small selection of carpets, carpet tiles, tiles, equipment.
            DIY; fireplaces, doors, windows, shelving, wood, plaster board, mdf.
            Then there's all the other bits like bathrooms, furniture, lighting, tools, cement, concrete, bricks and lots more.

            what B&Q has to offer
            ----------------------------
            I feel that their staff are always happy to help, I also think that their policy of employing older people makes a huge difference, they really value their job and they have many years of experience usually in the DIY themselves. Even the youngsters are trained to be friendly and helpful. They also offer a cutting service where you can have the wood you require cut into the sizes you want which is really useful and it doesn't cost any extra. At busy times you may have to wait in a que.

            There is also often a cafe so if you're exhautsted at looking at so much range and need to sit down and have a think then you can do that. The cafe is reasonably priced too.

            Checkout
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            There are now self service checkouts which make shopping for smaller items much quicker just to go through that checkout, it's easy to use and there's always someone there to help. There are also the usual type of till.

            Ordering
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            This is the only place I have come unstuck at times, they have a funny system of ordering where they can't always order exactly what I've needed. The staff try to help but even they are fraustrated with the system. This they do need to update, usually I have managed to get what I need but it often takes a long time as their system is slow so make sure you've plenty of time for ordering.

            Overall
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            Overall my experience has been good, the only downfall I made recently was not realising that carpet tiles are in batches just like wallpaper and that B&Q don't find it easy to keep them in batches together so when I got home I found I had quite significantly different coloured tiles which was a pain when I went back as there was not a lot they could do. I suggested they have sign that states this in large letters so that those people like myself know that they come in batches.

            However other than this blip mostly I am very impressed with B&Q they often have vouchers and discounts on certain lines.

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            23.02.2012 14:40

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            B&Q messed up and aren't willing to offer reasonable compensation

            I will try to keep this short, but would strongly advise against using B&Q for a new bathroom /kitchen installation.
            - planned everything out in store and made order
            - turned out tiles were labelled wrongly on display, but thankfully I double checked everything so changed the order
            - change of order not processed so wrong tiles delivered and put on wall
            - correct tile not now available (I had installation a number of months after placing the order)
            - bathroom had been ripped out so I rapidly had to get alternative tile, but nothing I really liked
            - made it clear I wouldn't have gone with B&Q based on tile choice now available within budget, but had no alternative but to go ahead with the "plan B" tile so I could get bathroom functionning
            - waited in store for 2 hours to get paper work sorted and had to transport the new tiles (which I didn't like) myself and unload them etc because none of their vans were available
            - turned out they didn't give me enough tiles anyway and they didn't have any more in my nearest store. I had to do a 2.5hr round trip to get more tiles because of their incompetance
            - further items (ceiling light/extractor fan) hadn't been included in order either, despite it being clear they were required
            All in all a terrible experience and the result of all the wasted time and effort on my part is a bathroom I don't like. If I knew what the end product was going to look like at the outset I would not have gone with B&Q
            Compensation offered £150, it's a joke

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