BQ Global Reviews 61

The legs on Sofa beds and arm chairs may look robust and strong?As a designer and craftsman B&Q never allow click & collect to view the goods?When the customer uses the furniture regular weekends and for normal seating meeting and TV viewing the Sofa legs will not hold up without busting away from the under seat wood?If short thread screws are in use!?The guarantee is for one month?There is no photos of the under seat Sofer beds or armchairs?These items can be seen at dumpster sights?Tell the European Designer to smell the coffee?Thanks to your organisation.Stewart.

we just had bags of garden pebbles delivered, the driver Pat was one of the most helpful and considerate delivery drivers I've ever met, nothing was too much bother for him, well done Pat from B&Q.
your help was very much appreciated

Ordered set of garden furniture,table chairs sofa ,only chairs delivered, was told over phone ,out of stock and asked would I keep chairs only ,told them no,and they could not give me date for delivery of complete order,however furniture still available on Internet to order,date arranged for collection,they never turned up another date arranged ,another day off work,they duly arrived,money has been returned but I have been charged for delivery,unbelievable. Please do not buy from this company horrendous service .Phoned several times to get money back no joy so far,buyers beware.

Stafford BQ. What have you done. Removed your customer service at the front desk so not only now do you have to Que in self check out you have to walk through the store with your products. Then at self checkout your met with chaos on a weekend .. staff eve have the opportunity to hold a sale and serve others. Yet they’d rather you stand waiting for a customer to come back than take your money.

As for yen garden centre. If you’re abled bodied it’s a king enough walk to go get a trolley to remove gardening items. Yet I’d you’re disabled DONT expect to find a trolley in the garden centre .. you’re expected to go back outside and get your own !!

Come in BQ think about some of the basics get some trolleys in the garden centre .. help those who need help

Don’t bother ,give yourself a break you really don’t need the hassle the endless excuses the I am very sorry but I really don’t care attitude , the online chat is fine if they can be bothered attending to your problem , you get the impression they don’t care and won’t really solve your problems ,Avoid like the Plague

This is by way of a warning of an item that I purchased recently from B & Q which is called a Konnect cube style Storage Stacking System. The pin in one of the doors snapped and the door fell off onto my head. The door is heavy and the corner of it hit my head with such impact that the door corner made of mdf is visibly damaged. I contacted B & Q and asked them to investigate this product urgently in case it is a batch of faulty door/pins so they could recall it. I am concerned because this type of storage system is often used in children's rooms. I sustained a nasty head injury from this and B & Q have shown minimal interest and presumably this product is still on the shelf. Really poor experience. Please do check if you have this system at home.

Not really happy but, ok

Absolutely horrendous service! Ordered garden furniture 27th April. It's 26th May and still haven't got it. Keep calling and getting different excuses: payment issue, instruction not sent to depot, passed to SFC team. Every time something else. Spent ~ £600 and still no furniture!!! Requested call backs from managers, for call centre - didnt happen even once for a month! I would not order anything from B&Q right now - you will lose your money and you won't get your product! And you won't get any answers and zero customer service. Think 3 times before you order from them atm.Covid-10 clearly affected this company very badly. I have lost my trust completely!

So-so company. The goods are produced not quite high quality. The services are half full.

Horrible experience. My phone was great for some time and then it became slow, the apps will stop studently, maps will stop and won't catch up with current locations which almost make me crash TWICE! I contacted BQ and heard absolutely NOTHING. I had to go through FACEBOOK! for them to even talk to me, the "helped" me by sending me an email with how to fabric reset my phone. Which obviously did not work. When trying to contact the again they redirected me to their website to book a phone call. I have done that for SEVEN MONTHS now and still broken. Once completed with my details all the slots will be fully booked or it would not give me option of even go to a calendar. Terrible.... absolutely terrible. I have asked them several times to ring me and NOTHING!!! Very angry and disgusted. I am Spanish and I am ashamed of how are we treating clients that buy this brand.

If BQ is reading this, I would appreciate my MONEY BACK!!!! Please find me all over you Facebook chats and how many enquires now?! probably NINE in the last 7-8 months.

The worst shopping experience I've ever had, coupled with the non-existent customer service.

Lets name and shame eh... after several trips to the Eastbourne branch and having suffered in silence for the last two years, its high time for B&Q Eastbourne to get a piece of my mind!

Every time I have been there, it has become increasingly difficult to find what I require, and there is never anyone available on the shop floor to offer assistance.

The last straw came when myself and several other customers, had to wait more than 45 minutes for any kind of assistance!

The ONE person on the till expressed no interest in finding help for the waiting customers, and there was certainly, no sense of urgency.

I will not be returning to store ever again!!!

They must really have a proper laugh at us at the B&Q customer support team.

It just sounds like a game, 10 calls because the sink broke but nothing. Just empty promises of a refund that never materialized.

Cash register lady in B&Q New Malden did not manage to put our whole order through correctly, then repeatedly accused me of not having enough money on the card, which was nonsense. She talked about me in the third person although I was right there and didn't even say sorry although the mistake was hers. I really can't believe B&Q allow staff to be so aggressive and lash out at customers when they are in the wrong. Overall rubbish customer experience, won't be going back.

I had 3 keys cut at B&Q using a newly installed machine, which had B&Q branding all over it.
However, none of them work and when I went back to B&Q I was told that this is nothing to do with them as the machine belong to My Key Machine, which you can tell if you read a small sign at toddler height written in tiny writing.
Apparently, I need to contact "My key machine" directly.

I have phone them twice but still have no refund.

Going forward I will be buying my DIY goods elsewhere as the B&Q response was dreadful.

B&Q Kitchens are the worst company that I have ever had the misfortune to come across!

My parents who are both elderly & unwell, went to B&Q in April 2017 as they thought that they would be a good family friendly & trustworthy company to purchase & install their new kitchen.

How wrong they were, that has resulted in a 2 YEAR LONG NIGHTMARE!

A VERY brief summary of the issues are -

1. Being messed around for 3 months about an installation start date
2. Scheduled deliveries & installers then not turning up on the agreed dates with no one contacting parents to explain that the installation was not going ahead (3 times)
3. Unacceptable standard of workmanship with numerous issues that resulted in at least half of the installation being replaced numerous times (including flooring, kitchen etc)
4. Incorrect finish wrong worktops being installed & then replaced
5. Unacceptable amount of snagging items that did not get addressed
6. None existent aftercare

Despite issuing over 50 + emails to B&Q complaining about the ongoing unacceptable performance, they simply did not sort the issues out

We also issued a full breakdown of the history of events to B&Q CEO's Christian Mazauric & various Kingfisher CEO's (the company who own B&Q) but not one of them acknowledged our complaint or intervened

We then issued a complaint to the Furniture Ombudsman in 2018.

Even though the Ombudsman sided with our compliant that resulted in my parents being awarded £1,800.00, we are still complaining on a weekly basis to the Ombudsman that as of April 2019, we still have not got all of the other issues resolved (free issues replacement components, electrical certificate that is a legal requirement).

Once all of the above has been resolved, we will get a proper kitchen contractor to put the work right!

Avoid B&Q like the plague!!!

Unfortunately the store in Swansea was amazing designing the kitchen and helping! HOWEVER! When it come to logistics and CUSTOMER Services OM finG! What a JOKE! A Disgrace! DO NOT, I mean DO NOT order if you need anything on time and right!
They will NOT get management on a complaint and to add to the INSULT It took them 7 weeks to give me a refund!

Absolutely DISGUSTING! I am not one to complain and it hurts me doing this! BUT They DESERVE every second of this!

I have encountered dreadful communications with their staff since February this year which, at first, started off well but then deteriorated to such a stage that they stopped responding! I just wanted them to close the various accounts that had been created so I had just one, and to ensure each time I visited my visits generated the discount codes. Needless to say that despite several emails, messages sent via messenger and a letter of complaint to their customer services manager, they did not respond. Their service is appalling and I would not recommend them to anyone!

Please DO NOT order anything from this lot. We ordered flooring online , paid and got a delivery date which came and went without the delivery. When we called them they blamed the carrier for losing it and promised it for the next day WITHOUT fail.I was just about to give 1 star to the carrier but decided to give them another chance, just as well as when the next day arrived again NOTHING. We phoned B&Q and were casually told that the goods were out of stock and they didn't know when they would be back in! Needless to say we have demanded a refund but that does not excuse them for lying TWICE and causing us massive inconvenience over 2 days.

IF YOU ARE THINKING OF DOING DIY THIS WEEKEND DONT EXPECT A GOOD SERVICE FROM B&Q

Have just messaged B&Q with this request for help!!

I would like some help with a order that my husband Peter placed with you. Order number .........
Delivery was arranged for Wednesday 20th. My husband took time off work to wait in. No delivery was received. At 2.40 my husband was sent an email to say you wouldn’t be delivering until Thursday 21st. He again took time off to wait for the delivery. No delivery was received and no communication from B&Q was received either. Friday my husband had to pop out for half hour in which time you tried to deliver but had not informed him via text message or email of this delivery. The driver had put a card through the door and where there was space for a contact telephone number had just written B&Q. My husband has subsequently contacted your Customer Service Team on two occasions and was told that someone would get back to him within two hours and surprise no one contacted him. This morning he has received an email in which you have cancelled his order which he did not request. The original cost of the items was £251.20 and the cancelled order has only refunded £239.20 just to add insult to injury for some reason £12 has been taken by yourselves for no apparent. My husband has again spoken this morning to Customer Services, who quite frankly had no idea how to resolve the issue and once again said a member of your company will contact my husband within 48 hours. Obviously your customers are very important to you.
If this is not resolved within 48 hours we will be making an official complaint to the CEO of the company and will be going to the press and posting on Facebook in order that no other members of the public lose two days work and instead of getting the situation resolved it was easier for your staff just to cancel the order. If any member of your team would like to have the common curtesy to contact my husband to resolve this.

Helpful answer:

Hi, Chris. I'm afraid that as you're not the account holder we can't discuss this further with yourself. Please have the account holder contact us directly. Apologies, Sam.

My response:

If you would like to ring the account holder on the number provided above I am sure he would be very happy to discuss his complaint in full with you. Or perhaps you have a contact number he can contact you on.

Next helpful answer:

I'm afraid I don't have a direct number and due the nature of social media, we can't call him. Please have him call our customer services on: 0333 0143098. Apologies, Sam.

My response: I just wonder if you are being deliberately unhelpful as I explained to you my husband has spoken to Customer Services on three occasions with no resolution to the issue.

Next very helpful answer:

As you're not the account holder, please have the account holder contact us directly to have this resolved. Apologies, Sam.

This is the story of our fitted B&Q kitchen only few years in, still under guarantee.....
Replacement of 2 x sink cabinet due to damages caused by incorrectly fitted waste
Replacement of base end panel on cooker run due to delamination caused by water ingress because panel was not sealed to flooring.
Replacement of wall unit panel to RH side of cooker hood due to moisture ingress – Product failure
Replacement of 2x 500mm base unit doors due to delamination – Product failure
Replacement of custom made corner post to RH side of main sink caused by water ingress because panel was not sealed/edged.
With regards to the worktops,they said it is not clear that the damages are caused by product failure or misuse of the product...I can assure you the product has not stood the test of time, it’s totally faded!

I was told in writing....

...Please bear in mind the level of disruption this will cause. This will mean all cabinets will need to be emptied, worktops completely removed which will lead to the removal of both sinks and also the removal of the bottom bow of tiling. It will be mean a good few days without use of your kitchen as well

No mention yet from B&Q how they are going to compensate me for having no kitchen for a ‘few days’ with a family of 5!
Not good at all!

Beware, your B&Q kitchen might not last, even if you are lucky enough to have a good installation. My worry is what happens another couple of years down the line when our guarantee runs out?