B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,616 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,616 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About B&Q:

From DIY specialists to builders and beyond visit B&Q for all your home and garden supplies and advice on all the latest design trends. B&Q

Visit Website

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way
Doncaster
DN4 8DG

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118

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Called in to B Q Wigan, greeted by Colin (trade point), very professional, helped in every way, nothing was too much trouble, Bought New Fire surround and Fire, Brilliant Colin well done and many thanks! XXXXX”

Helpful Report

Posted 2 days ago

“we oder 27ougast2025 for B&Q and we return all items 2sep.2025 today date 30 Oct2025 but not refund my money back”

Helpful Report

Posted 3 days ago

“Faulty goods, abysmal service and a deliberate policy of giving complainants the runaround in the hope that they'll give up and go away. Utterly crooked.”

Helpful Report

Posted 4 days ago

“I had a very bad experience with B&Q service. I ordered on 27th August2025 and when I did not like the item, I submitted the online return on 31st September2025 but B&Q troubled me so much for return collection. I sent around 50/60 emails, called B&Q customer care 10/12 times and was put on hold for 1 hour or 1:20 minutes. After that, I collected the return item on 8th October by saying tomorrow and day after tomorrow. After taking the return item on 8th October2025, I sent 5 to 7 emails today 18 October2025but till now my money has not been refunded. B&Q return service is very bad,poor……”

Helpful Report

Posted 2 weeks ago

“I ordered a toilet seat, it was the wrong size. They said they'd sent a return label, they had'nt, they then did on request. I sent the toilet seat back exactly as requested. They did'nt refund or respond when I sent the receipt of delivery to them. Won't be ordering online with them again.”

Helpful Report

Posted 2 weeks ago

“Brought the perfect garden shed at B Q . So happy. Not delivered on time but received two completely half's. Complained. It took ages for B Q to reply but they passed me on to a third party. I had to then deal with a company that replied at 2 am in the morning. Then it took absolutely ages for them to deliver content half . I asked for them to collect incorrect delivered package. They declined . The story goes on. Never collected package and I had to pay for collection to have it disposed of . Always used B Q as my parents did . Redt assured I will never step inside or recommend anyone to shop. At B Q again. Regards”

Helpful Report

Posted 2 weeks ago

“Absolutely appalling service. Long story short ordered a part for a kitchen redesign in June. Website stated it was sold and shipped by b and q, however we then received an email from an entirely different company regarding when delivery would be from them. No product arrived. We complained to then receive the wrong product weeks later. By this point the project has been delayed by nearly a month so we ordered the part elsewhere and asked them to cancel this order, they proceeded to send the now redundant right part out twice. Since then we’ve complained and asked them to refund and collect the three things they sent if they so wish, it has been two months of emailing and just receiving emails now and then saying the complaint has been sent to a different department. We still have no resolution for what was twenty five pounds- absolutely nothing to b and q ridiculous they couldn’t just refund and we’re having to still change them around in October when the order was made in June. Do not buy anything at b and q!”

Helpful Report

Posted 3 weeks ago

“Shocking customer service. Sofa chairs and table arrived damaged. Contacted b and q 4 times so far and absolutely no one, including managers, can say what theyre going to do about it. They suggested returning but provide no help in arranging that. They say someone will call to arrange collection but they never do. In the meantime they have your money. Stay well clear of ordering on line. If anything is wrong with the products b and q will not help”

Helpful Report

Posted 1 month ago

“I would not recommend anyone to buy anything from B&Q online! I bought a mattress with next day delivery which never arrived I had to call them to see what happened! No one knew anything one said it would arrive tomorrow the other said it would arrive in a week in the end I had to wait five days! They do not help at all you have to follow up to see if the mattress will arrive! The worst company and absolutely not helpful but they are a good rip off! I thought the mattress would arrive the next day so I threw the old one away and now I have been sleeping on the floor for five days because of them!”

Helpful Report

Posted 1 month ago

“Attended Falkirk branch of B&Q this afternoon for advice on suitable board to use for a makeshift table tennis table top. Mark immediately knew the best product, MDF (fibreboard) 4 by 8ft. He then discussed the best thickness and suggested we have the board cut in to two 4ft square pieces, and that we had a choice between the 18mm and 12mm thickness. Mark let me try out the weight of both versions, then even went so far as to place both samples on the floor so I could test bounce height using a table tennis ball. I entered the store knowing nothing about how to create a cheap table tennis table top and left 15 minutes later an expert, who knew exactly the right size and thickness of MDF required. As Falkirk doesn't have a cutting service I will be ordering and picking up from the Cumbernauld branch next week. My thanks to Mark for his professionalism, vast knowledge and patience in taking me through the options, and the pros and cons of each one.”

Helpful Report

Posted 1 month ago

“I want to see what options I have to go to my local store and get a product I need. BUT, the website does not seem to allow me to filter out B&Q market items so I have to scroll through pages looking for items that are available in stores. I want waterproof tape and got as far as 96 products, none of which are available in store. B&Q also doesn't seem to have any customer service email, just a very specific set of forms none of which let me type this message.”

Helpful Report

Posted 1 month ago

“An absolute nightmare of an experience. I ordered 2 items. B and Q never bothered to send them. After several days spent on the phone to their so-called "helpline" I gave up and asked for a refund. They can't issue a refund because the "helpline" needs to ask the shop to do this, but every time I phone the "helpline" they say the store is not answering their calls. Today I have been refunded 1/4 of the value of the order! Am I supposed to spend yet more days sorting this out? B and Q you are a nightmare to deal with, and I am now looking into the Small Claims Court process.”

Helpful Report

Posted 2 months ago

“Dreadful Customer Service, long wait times and no solution to the problem. All they can do is email the seller, which I have already done, because they have no contact telephone number for them. How can a business be run like this. I'm now out of pocket, no product and no idea if it when it might arrive. The seller - Touch Global - verified by B & Q gave so far not responded to my email. AVOID B & Q & TOUGH GLOBAL AT ALL COSTS.”

Helpful Report

Posted 2 months ago

“Recent visit to the wath upon dearne site for MDF boarding. Board cutting department and a lovely man. Malcolm, you my friend are a diamond!!! Just to let your managers give you a great big pat on your back. Thank you for your support and service. Regards MSA”

Helpful Report

Posted 2 months ago

“On 7 Aug 2025 I ordered a Bosch garden strimmer (order number can be supplied) for home delivery from the Stirling B&Q store. It was out of stock but it was explained to me the Falkirk branch were able to delivery on 18 Aug 2025. I was allocated a delivery slot 1330-1530, and I was notified of this by text. The delivery driver was to call me 30 minutes out. However, here was no phone call and no delivery. I called customer services the next morning only to be told that B&Q had cancelled the order due to a lack of stock and that the order would be refunded. This was indeed not good news, especially when my card had NOT been refunded. I had to go back to the store to register my dissatisfaction and make sure that I would indeed be refunded. It is most disappointing is that B&Q made no effort to keep me informed and that I had to pursue the matter myself, making an extra journey only to be told I would have to order and collect the item from a store further away. As self-proclaimed DIY and home and garden specialists, B&Q need to take a long look at their customer service. If you say you deliver..... then do so! If a problem arises, at least communicate with customers. Poor show!”

Helpful Report

Posted 2 months ago

“I went to B&Q Yate at 4.30 tonight to buy a replacement toilet seat ; a young employee called Matt was so helpful - he took time to check all the measurements and how it was fixed onto the actual toilet . I successfully found the correct seat and as I am a 76 year old woman I was so grateful for his knowledge and patience . Thank you Matt - shops need more youngsters like you !!!!”

Helpful Report

Posted 2 months ago

“I visited Trade Point today 04 August 2025 at approximately 19:30 to return some unused and fully packaged items I purchased for a project over the weekend. My experience, however, was far from satisfactory. Despite having my receipt and the items linked to my Trade Point card, I was met with unprofessional and dismissive behavior from two staff members. Their demeanor was shockingly rude, and they refused to process my return. What should have been a straightforward return process turned into a distressing ordeal over a trivial amount of £4.00 including VAT which works out to £3.33 to your business. To make matters worse, even after involving the manager, my concerns were brushed aside without a satisfactory resolution. During this entire debacle, customer lines were building up behind me, further highlighting the inefficiency and lack of urgency displayed by the staff. It's disappointing that this lack of customer service tainted what is usually a reliable shopping experience. Understanding the return value was minimal, this situation exemplifies how crucial staff training and customer service are, regardless of the sum involved. I hope Trade Point addresses these issues promptly and ensures staff are better equipped to manage customer interactions professionally in the future.”

Helpful Report

Posted 2 months ago

“My experience at the store was truly fulfilling. Not only did I leave with everything I needed, but I also got valuable information and contacts to support my community interest work. I want to especially thank Steph, who was extremely helpful and knowledgeable about the community re-use scheme. Even though it was a busy Saturday, she made time for me and my friend. She kindly asked us to wait while she served other customers and kept checking in with us until she was free to speak. She shared useful details about how to register and who to contact, and really listened as I explained our upcoming community event and projects. I also want to acknowledge a young lady at the till who kindly corrected the price of one of my items—another example of great service from the team. Thank you to Steph and the staff at B&Q Belvedere for being so supportive and community-focused.”

Helpful Report

Posted 3 months ago

“This is the worst customer service experience I have ever had! We visited B&Q Culverhouse Cross to buy a large garden bar set, which staff confirmed was in stock. After waiting around, we were then told the stock was actually sold — but we could buy the display model instead. We agreed, and asked if someone could help dismantle it, as it was large and would not fit in the car. To our disbelief, we were told we’d need to dismantle it ourselves - right there in the store - using our own tools. On a Saturday afternoon, in a packed retail environment, surrounded by families and children. When I suggested that I think a member of staff should dismantle it , I was flatly refused any help. I asked to speak with the store manager. Jon arrived in a hostile and dismissive manner. He offered no solutions, begrudgingly check stock in nearby stores, only after I asked and then made it clear he would not help further. Jon continued in his confrontational tone and insisted it is B&Q policy that customers must dismantle display furniture in-store if they want to buy ex-display items. When I questioned the safety of this, I was told to leave!! Unbelievably - Jon called security and had us removed from the store. My 13-year-old daughter was visibly shaken and my family publicly humiliated. This is beyond bad service — its a disgrace! B&Q should be ashamed of the way this manager represents their company. If it is true that B&Q ask members of the pubic to dismantle ex-display furniture just so they can buy it - I will raise my concerns with the Health and Safety Executive. Truly shocking, very upsetting, and completely unacceptable.”

Helpful Report

Posted 3 months ago

“Over €500 for damaged worktop, still no sign of refund. Joke company.”

Helpful Report

Posted 3 months ago

B&Q is rated 2.2 based on 2,616 reviews