B&Q Reviews Summary

Customer Service

Pros:

• "I was lucky enough to find an excellent B&Q worker who was a time served plumber."
• "The young chap who came over to offer assistance was so nice and really helpful, helped me register for a B&Q card and manhandled the large box for me."
• "Your standard B&Q for us members of the public who aren't especially skilled. It has all the things you are looking for with helpful staff."
• "Jake is absolutely amazing, we had an online appointment for our kitchen and he was professional, charismatic and great to work with!"
• "Spent 2 hours with one of the bathroom design team yesterday. He was incredibly helpful, patient and informative."
• "Thank you to both Jake and Aidan for your assistance. B&Q you should be proud to have such polite and helpful staff as Jake and Aidan."
• "Both myself and my wife were shopping at the Bury B&Q store today and were impressed with customer service that we received from a young customer service assistant called Rio."

Cons:

• "Not impressed. Only went to the store to ask which adhesive was best to put my floor tiles in my kitchen but ended up feeling pressured by one of the staff members."
• "Half the staff not wearing masks."
• "The first member of staff we met was so unhelpful and rude that we was going to try some where else."
• "Useless staff. I approached one staff member who told me other staff are in the aisle next to where l was as he couldn’t be bothered dealing with me."
• "Asked two different members of staff for help in finding two different products. Both were unhelpful and apathetic."
• "I'm disabled and unable to bend or stoop, I visited B&Q looking for spring washers and spent a good 20 mins looking for some, unable to find them I asked for help from a passing 'employee' I explained my situation but was told 'we no longer offer that service.'"
• "Most of the male staff working in the yard and at the trade point are so unhelpful, I'd rather take my chances dealing with robots as they have more life in them."

Store Layout & Accessibility

Pros:

• "Well organised with social distancing & yes queues were long but moving steadily."
• "The store is kitted out for social distancing."
• "Recently re-vamped."
• "Large free car park."
• "Plenty of parking and accessible for all."
• "Large carpark, nice clean and well lit store, a good range of DIY products."
• "There is a huge car park with lots of disabled slots right in front of the main entrance."

Cons:

• "Queue to pay was ridiculous. Buckets on conveyor belts so you couldn't use them."
• "Absolutely loads of out of stock items, on various visits to different B&Q sites have never come out with what I want."
• "Very disappointed the toilets were closed off and most of the materials I need did not have in the builder's yard."
• "Unfortunately customers and staff walking around the store just didn't both with social distancing and came up very close in the Isles."
• "Narrow aisles and very busy. Not a nice place to shop on a Saturday morning."
• "The car parks always covered with old nails and screws randomly around the parking bays."
• "Been a few times and it's normally OK. However during lock down although they aren't queuing outside to get in, there is queuing inside for the tills."

Product Availability & Pricing

Pros:

• "Nice DIY store, it has everything you need for building things in your home and nice little pools for the garden."
• "Basically toys-r-us for adults. Came in for a ceiling rose and left with a cart full.. ladies in the tills were spot on and loved the customer service..."
• "Sells loads of stuff that you might think you need at competitive pricing I would say."
• "The prices are very competitive too."
• "Good selection of plants, reasonable prices."
• "Love the garden centre."
• "Prices are comparable to other large DIY stores, but some items can be had at bargain prices, if you keep an eye out."

Cons:

• "Bought 3 internal doors, @ £32 each, when I got home I found out I'd been charged for a different door @ £48 each."
• "Disappointing ..... went in for 4 items, not one of these were in stock."
• "Absolutely diabolical the 2mtr spacing is atrocious the number of people I told to back off was unbelievably pathetic this place needs policing."
• "Not good they advertise online they have certain products and stock that you're looking for drove over 25 miles there and back got there are no stock."
• "Some prices are also unreasonable. For example 25kg of tarmac, add water cement is just over £7, whereas the 5kg bag is almost £5."
• "Always out of stock for items ordered for click and collect."
• "Only went there because Screwfix and tool station did not have what I wanted, the issue with this store is they let too many ppl in at once."

Online Services & Customer Experience

Pros:

• "I ordered click and collect recently from this store. I used the timber cutting service and they colleague was useless."
• "Ordered a product, paid by PayPal. Did not realise needed photo ID. Got to This B&Q and was told in a very rude manner that we needed photo ID."
• "I'm editing my last review, as I always want to give credit, where credit is due. Used the click and collect for the first time and it was a dream."
• "Thank you to both Jake and Aidan for your assistance. B&Q you should be proud to have such polite and helpful staff as Jake and Aidan."
• "We especially liked the key cutting machine, made the keys in under 3 minutes and they fit perfectly."
• "I have given the Bury store 5 stars because of the service provided in the paint mix section by Emily on Thursday evening."
• "Used Reserve & Collect again... This time, the complete opposite, fast confirmation by phone, the same evening I placed the reservation."

Cons:

• "I had tried ordering on line but there is no logic to the website in the paint section."
• "Illegally misleading priced items on shelves."
• "Only place I know that doesn't accept contactless, would have been nice if they let you know this via some visible information."
• "Went to take faulty hot tub back wanted to exchange for different make was very rudely told they didnt take hot tubs back we had to deal with the manufacturer."
• "Absolute joke customer service, ran out of Gorilla glue doing a job at home, quickly drove out before it shut and at the till was asked for ID to purchase the glue."
• "B&Q offer a convenient Click and Collect service. In theory. However when you order 5 rolls of wallpaper, collect them and then return home to find that there are 3 different batch numbers among the 5 rolls - then the theory turns to mush."
• "Also store wont price match Screwfix which is part of the b&q chain."