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B&Q / Diy.com
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2.7 23 Reviews

B&Q / Diy.com Complaints Summary

10 Resolved
13 Unresolved
Our verdict: Dealing with B&Q / Diy.com, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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B&Q / Diy.com reviews & complaints 23

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Newest B&Q / Diy.com reviews & complaints

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3:37 am EST
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This review was chosen algorithmically as the most valued customer feedback.

B&Q / Diy.com - Bathroom Installation

I am very upset with the service i have recived from B&Q, I purchased a Bathroom Suite and other iteams for the bathroom, when it came to making the full payment on these products B&Q was more than happy to take my money and i had serveral calls to make payment from the staff. Once the payment was made i didnt get a installation date from B&Q until a month...

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12:00 am EST

B&Q / Diy.com Missing items!

I ordered and paid for a kitchen back in july as i was told offer going to end of 50% so did so and paid in full. There were items missing, and i have been waiting since... ! they have given me 5 delivery dates where family members have had to wait in!

All day as they don't have time slots and guess what? They never turn up, you ring and are told sorry not in stock you should of got a call! I have wrote in, emailed in and nobody replies... i am so fed up, i have a half completed kitchen... which looks a mess. The pushy sales person never mentioned such delays, if i knew this i would of never ordered it... please print this complaint to stop anyone else ordering their dream kitchen from B and Q...

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Sue W
,
Jun 03, 2016 8:13 am EDT

In June we ordered kitchen doors from B & Q Eastwood Notts. We were qu0ted a delivery date of 9 Oct we paid in full for goods. We then found that some of the items had not gone through on the computer to be ordered from central depot. It took hours and four visits to store to sort this out plus loads of phone calls. In the end we picked these items up from store. But with the oven housing we were given shelves for a larder unit, we mentioned this 3 times but were told they were the same. We wasted a whole day putting this together, on putting the oven in we needed steps to reach it and microwave. We went yet again to store and the shelves were changed for the right ones after arguing for over half an hour. Wasted another day changing the shelves around and taking the wrong ones back. Yesterday 9th the rest of our order arrived with wrong doors, some missing and some damaged. Telephone central depot and was told some one would contact me in 24 hours. Why not straight away? I am still waiting and will not hold my breath in the meantime. What seemed a brilliant offer has turned into a nightmare. We have spent over £1, 000 in all and still do not have a kitchen, as our old one has now been taken out. The doors are now out of stock and will not be brought back.

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kelly perkins
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Apr 02, 2008 4:31 am EDT

I would just like to agree with the above comment i feel exactly the same. I have a half completed kitchen because i was not informed of items been out of stock i now have to wait 4 weeks for a missing part, which is the most important as it is the shelves that hold the build in oven in place, so a month without a cooker is going to be a nightmare. I would not advise anyone to purchases a kitchen from b&q. They are quick enough to take your money!

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12:00 am EDT

B&Q / Diy.com Everyone appears to be &passing the book&...

I have recently experienced a number of problem with both B&Q and one of its suppliers GE Capital/Money. We are regular users of B&Q, as have recently purchased a brand new house. We have spent over £2,000 recently on garden furniture, outdoor heaters/lights and other DIY products.

Prior to christmas 2005, you had a special offer on a portable TV/DVD Player, which we purchased for our kitchen. In April 2006 the TV/DVD Player would not switch on. We have checked all the obvious things i.e. fuse, socket etc and it does not appear to be any of them.

We spoke to yourselves at the time, as we can not locate out receipt, but as the serial number/bar code etc was still in tact on the back of the item and the fact that we paid for this item on our B&Q store card was apparently sufficient proof of the purchase. (As told by 2 people at B&Q store and customer services team)

We were advised to speak to GE Capital/Money in order to request an itemised B&Q card statement (as these are not automatically sent out). We have had 3 conversations now with your supplier, but have still not received the "evidence" needed. We have recently paid our B&Q cards off in full as are not happy to continue shopping with you until this is resolved. What is more frustrating is that GE Capital/Money are very proactive in ringing us at home constantly with their Sales patter, but no offer of help or support.

We recently contacted B&Q again requesting help and support replacing this item that is still under guarantee and gave them the serial numbers requested. They orally confirmed that they could verify that the purchase had taken place, but would not help us without an itemised statement from GE Capital/Money.

Everyone appears to be "passing the book" and we do not feel this is a fair way of trading. We are genuine honest customers of your stores who need help on this occasion. Please can you help us ASAP, or we will have no choice other than to seek legal/media advice. The TV/DVD player was not expensive (approx £60 with the discount taken off), but it is still under guarantee.

Many thanks
Lee and Katrina

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Stephen Simms
Comber, GB
Jul 16, 2023 2:19 pm EDT

We tried to order a dishwasher part on line. We were told that there were no deliveries to our address at BT23 5WS. If this is true then it will made known through the press. I will not be buying anything from B&Q at the Holywood Exchange. Stephen Simms [protected]

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Dee
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Feb 19, 2007 6:57 pm EST

In your complaint you state that B&Q were passing the buck but this does not appear to be the case... indeed they have told you what they need in order to proceed further. They would require proof of purchase to deal with your issue and as they are a 3rd party cannot request any information from GE Capital due to the Consumer Credit Act. That is why they asked you to obtain the relevant statement directly from GE Capital Bank so that they can proceed further in helping you. On the reverse of your receipt, there are terms and conditions of refunds and if not, their refunds policies can be obtained in any branch in a leaflet. It is also common policy within the retail business to state that it is the customers responsibility to keep the original receipt in case of any problems where proof of purchase is required. Without proof that you purchased the goods from a specific retailer, at a specific time, they would not know when the product was purchased, where it was from and therefore would not know if it was within the guarantee period. B&Q's web site www.diy.com shows the following returns policies... hope it helps.

Our returns and refunds policy

We're happy when you're happy. If you are not completely satisfied with your purchase, we will happily exchange/refund any unused items.

If you return the item unused, *with* the original receipt within 90 days we will;

• Exchange the item or issue a refund based on the original method of payment, customer sales forms are an acceptable form of receipt

You will receive a full refund of the price paid (including relevant delivery charges) less any collection charges.

If you return the item unused, without the original receipt we will;

• Exchange the returned product at the current selling price

Orders that have been made to measure, Special order, cut or mixed to your requirements cannot be exchanged or refunded.

If the product you purchased is faulty, or not as described, we may offer an exchange, refund or repair as appropriate.

We reserve the right to refuse a return with or without a receipt.

YOUR LEGAL RIGHTS ARE NOT AFFECTED.

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