Pices change dramaticaly from reservingonline to picking up in store

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.

WON'T BE USING THE ONLINE SERVICE AGAiN

Great range - awful online experience

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.

Suggest only buying in store

T and thanks for your order found this review useful

GREAT SERVICE!

Bought a cooker and hob in the sale. Great personal service and excellent bargain!
Much better than Homebase or Curry's!!!

Website could be better. Staff okay. Happy with the store.

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.

Terrible Customer Service

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!

shop staffed by poorly trained staff who do not care and a website designed by some one who has never

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

save you a wasted journey got to wickes

BREACH OF RETURNS POLICY!!!

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!

complaints get ignored!!!!

Sent an email to b and q after very poor service in store, got an acknowledgement back that it had been sent to the store then heard nothing further!

onlne site disapointing

Its hard to get to the exact products your looking for on the site. Seems like they do not have as good a range of products as local B & Q oulets

OMG WHAT A SERVICE

HAVE A GREAT RANGE OF PRODUCTS AND HAVE GREAT SALES PERSONS IN EACH AREA OF THE FIELD

Tradepoint

Miserable staff, lack of stock, no delivery except for over £100 then too expensive, insufficient space at checkouts, not enough tills. Not really a proper trade outlet, need to try harder.

Good products at good prices

Great product range at good prices. Only wish they would provide more checkout staff. Since installing self checkout paying for goods now takes longer.

Online very limited

Massive choice inshore but this is not always portrayed online. Find staff inshore unhelpful and sporadic too. Website easy to use but again very limited in places.

Ouch!

B&Q scores by the amount of lines they stock, but they are eye wateringly expensive, selling most products at top dollar, when the vast majority are cheap Chinese imports.

Big they are, wide range they have, but quality or cheap they are not! Despite the big posters to the contrary.

Nice to see they employ mature local people, but I wonder how many work there as a consequence of the Chinese imports that fill the shelves.

Waste of time....

We have spent many of years doing-up our home and have always used B&Q, bought some wall paper took it back as decided was wrong for what we wanted went to the Ashton store was told point blank NO CREDIT NOTE and didnt have the refund but if bought in the last 55 days they could find the transaction.... as it happens we bought the paper from Oldham.... so after being snub from the CC clerk in Ashton we drove to Oldham, advised again we only wanted to buy more wall paper but cannot find the receipt, she said with a smile on her face no problem scanned the barcode gave us the credit note and off we went and spent a further £100 what a difference from store to store when they are meant to be the same company??? go figure.... But the new returns is not very clear so you have to be mindful what you buy just in case you need to return your goods!!!!

Awful website but good store

The website is really bad. A lot of products have little or no descriptions. This really is no use if your local store doesn't have the product in store to view in advance.
Even measurements and materials are missing!
Generally the store is good but the website lets it down

Simply the best

There is no alternative for the serious diy-er

Re-reviewed after very poor service

I have mixed reviews about B&Q the online service I have recieved has always been good and this time has again been very good, prompt in dealing with my call and query and processed my order today quickly as I have an issue with delivery (can't get large lorries up my drive).

However what lets B&Q down is there in store staff and stock taking. I recently visited my local store - Erdington to pick up a lamp for my son's room and another lamp and light shade for my living room. There was only the display lamp available that I wanted but wanted to check if they had any others in stock. I waited over 10 minutes before someone came to help me (this is after a call had been put out on the shop floor). Eventually the man I spoke to who was unable to answer my query went off to find someone who could, they check and the computer showed they had some in stock but then had to wait while the items were found. The man came back to me and said it was probably best if he checked another store for me to collect my lamp from. My response well I was shocked I said I'm not travelling to another store when you are showing the items in stock here. He responded to say that even though the computer says they are in stock, they may not actually be in stock. They then found the lamps in store but they were high up in their storage rafters, this of course caused them and issue as they now had to find someone to find something to retrieve them, THIS A DIY STORE!!!!! Someone else came with a lifting devise and kindly got me a lamp down, what a very long process and shocking staff who don't seem to want to help.
The other issue I have is with the stock counting process, I recently went to order a set of drawers and bedside cabinet one of the items were not showing in stock a week later I tried again and this time I managed to reserve the items ready to collect but then I got a call to say that one of the items was not in stock and had been discontinued, I was asked if I still wanted to order the other item even though I would not have matching furniture I politely declined.
The stock issue seems to be a big issue with B&Q and when I have spoken to online staff they have said the same, just because its showing as in stock it may not be in stock. Don't offer an online reserve and collect service if you cannot commit to items being in stock.

So I ordered my drawers and bedside table and after a week of no one contacting me to arrange delivery I contacted B&Q who contacted the manufacturer direct who contacted me and said my items had been dispatched and I will receive a call within 48 hours to arrange delivery, again after no call I contacted B&Q who again contacted the manufacturer who chased things up and after lots of phone calls and blaming the delivery company B&Q checked the telephone number which they had on the system which was my old mobile number. Well you might say that isn't B&Q's fault, well at the time of placing my order on the phone the telephone number was taken and should of been updated but it wasn't and thus the very long wait and no compensation either.
Also the items that I ordered do not come with screw covers so you can see all of the screws in the side of the furniture which is the Mulberry bed collection. Very poor B&Q.

Hit and miss service

I have purchased a lot of items from B&Q over the years and on the hole they offer reasonable value and good customer service.

Recently I have noticed the service drop off though. Argumentative staff who refuse to see reason don't help. But also I've had very helpful service a couple of weeks later in the same store from other staff.

For the problems I contact their central customer services, not much help at all really and just didn't see my point.

So if you know what you want and the price is ok use B&Q, but as soon as things get tricky they lose the ability to help.

On time delivery

I placed an order online with the indicated delivery time being 3 days. Well, its 3 days later and arrived via a very help TNT delivery driver. Great product and delivered on time too. Only negative point I can mention is the delivery charge is very expensive (in my opinion anyway)

Returns Policy - What A Joke !

I spent £55 on a building product to find out it was the wrong colour. Tried to take it back 4 days later to exchange for correct colour. BUT as I had lost the receipt but could prove I purchased it from the Farnborough store, Hampshire they would not entertain any form of exchange or credit note. They've just lost a good customer.

poor customer service

were very helpful during the buying process..but once they have your money and the sale its a whole different story..Very poor customer service, no care shown whatever..unhelpful staff, the list goes on...will never make the mistake of purchasing a kitchen from them again!

try the search function

Never in my life have I had such an awful experience with a retail sites search function!

Try it for yourself, the results often have no relevance AT ALL to the words you have searched for. The site is also slow and unreliable.

To add to this, I have used their reserve and collect feature only to find that despite it claiming their is stock, receiving an email confirming it is available for me, I then get to the store to find ive had a wasted journey.

Very poor experience, would definately not recommend

Too Expensive!!

We bought some screws and wood to build a deck from the store thinking that they were the best store to visit but I was wrong! B&q are actually very expensive compared to other outlets such as Screwfix.

We bought all the things we needed in the end from Screwfix, not forgetting all the trouble of taking the product back to B&q for a refund!

The best thing to do before you buy building products is to research what you need to buy, we saved are selves more than half the price from screwfix! Compared to the materials at B&q!!! We didn't realise that there would be such different prices in the UK for the same items between stores!

Nil

We bought a kitchen from them. They over charged us by 50% and had to make refunds and compensation to us. The whole service was appalling and their customer service was crap. I wouldn't even buy a lightbulb from them now!!! Worst company I have ever had to deal with!

Vic found this review useful

Great resource

Great resource before visiting B&Q to check prices and stock levels.

T . Parker

Ordered kitchen from b&q hull.Told my electrics needed updating,when i asked what needed doing they said the electrision will tell me when he comes to price the job.When the final fitting man came he said it was only a recomendation i had the electrics done before they started.I went back to the store and asked what i needed to do about the electrics, i was told again the electrision will do it when he came to do the job. When they came to fit the kitchen the fitters and plumber came first ,they started to rip the old kitchen out.They had ripped the kitchen out and started to do the gas and water as the electrision arrived.He phoned B&Q to tell them what he was going to do ,he was told he could not go ahead with the job because B&Q do not do what he had to do. I rang B&Q to ask why and they said they do not do it now, i said my kitchen has been riped out now so what am i supposed to do now.The reply was i should not have let them take my kitchen out untill the electrision had arrived.So now i am having to ring another electrision to do the job B&Q had charged me for.

very good

have bought lots of products from them, no problems

Good but staff useless!

We bought lots of stuff this year. From flowers, bay trees, olive tree, paint, borders, electrical and lots of other things. Very good, if you know what you want. If you ask the staff do not expect any help! They don`t care....what a shame!

Always reliable, informative and a great range

The best site for MATERIALS COSTING and at great prices

Joke

We went to find out info about hiring a rug doctor. it took us 40 mins to get hold of someone who can guide us. Spoke with one staff, they pointed us to another, and this went on for a while and finally we were asked to wait at the tiling desk where we spent about 15 mins and then again we started to chase staff. Finally someone came in who didn't even bother to say sorry that you had to wait. I kept repeating we have been waiting here for 40mins and HE NEVER SAID SORRY!

Poor information and wrong stock details

The items displayed for certain items such as tiles is inconsistent and often wrong with sizes and use of tiles being incorrect.

Stock information online is very inaccurate and their reservation system does not reserve stock.

Staff in store confirmed their systems are woeful.

Delivered when they said

Ordered a tap online - a day later a call was received stating it would be delivered the following week and was I in on that day. Delivery duely arrived - nothing more to say really. Just need to wait for the plumber now!!

poor customer service

I bought a kitchen from the Meir department Stoke on Trent.After fitting the kitchen I found out I had to purchase the edging strip separately Unfortunately the store did not have the strip and I had to order the strip directly from Scotland.I was asked to pay in advance as they could not send or order the strip for the store as it was regarded as a special order.I was charged a delivery charge which I felt was unfair as this item I feel should have been available in store.The item was to be delivered within five days but after three weeks I am still waiting despite a number of calls to the store.Very poor customer service .

If you are looking for a good service - avoid

We bought our kitchen from B&Q, who were very quick and keen to take our payment. Our kitchen fitter kindly put the kitchen through his Trade Point account, so that we could receive a discount.

Upon arrival, parts of the kitchen units were damaged and 2 units were ordered in the wrong colour Oak (an error made by the person in store who ordered the kitchen for us). B&Q replaced some damaged units relatively quickly, but we had to wait 12 days for the 2 Oak units to come in the correct colour (by which time our Kitchen fitter had left).

The customer service was appalling. The kitchen showroom manager of the store said she would call me back but never did. She was rude and hung up on me, when I called the store to find out information on the replacement items.

The customer service line refused to speak to me, because it was via a trade account (even though we made payment on our own credit card). Nobody was willing to help or apologise for THEIR mistakes.

If you buy a kitchen, buy from a reputable company. The service was truly shocking.

Very POOR gift card / voucher experience

Why would B&Q not use the instant voucher text system?
Why does it have to be a gift card that takes forever and a day to arrive?
Why when the card arrives can you NOT use it on the website?
When you go instore they will not honour "web exclusive"!!!
How they survive I do not know.

Well expensive

I went in here to get a small tin of white undercoat and had to pay £4.95 for a tiny tin, a packet of fuses £4.95 ( same packet in pound shop) B&Q are good on power tool kits etc but extortionate for the little things, Wilkinsons are much cheaper on most items.

Damaged Stock

Another convenient store that repeatedly fails on stock levels, partly because the way they store stuff means if they say they have 19 in stock, 18 are probably broken/missing/on a pallet somewhere else. At least the big stores store some of the wood horizontally, unlike Wickes where 90% of it is warped and twisted!

Another gripe is the new 'trade counter' that means if you are buying 20 sheets of plasterboard from a B+Q warehouse and don't have a trade card, you now have to lug the stuff through the old dears buying Begonias to pay at the normal till!

easy web ordering

have only used a couple of times but have found web site easy and ability to find stores in area's is well usefull

Website unhelpful, customer service non existent

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!