B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,538 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,538 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 28%
Accurate And Undamaged Orders	Greater than 63%
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’s website has over 12,000 products that you can buy directly and over 25,000 products you can reserve to collect later. B&Q have a huge range of home and garden ,kitchens, bathrooms, bedrooms, paint, power tools, lighting and many more.

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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Joan Kennedy

ANON

Keith Atkinson

B&Q 1 star review on 11th September 2024

Swarn

112

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

“I bought a brown wooden tv cabinet online with B&Q however the very next day I decided to i actually preferred the cabinet in white and so I called their customer support team but was told they had nothing to do with returns; its down to the company company responsible for shipping the items. I was given another number and told to fill out a form, with no guarantee of anything. I was later contacted and instructed that ince delivery comes yo my door for me to refuse it so its sent back to the suppliers. I think i have made a big mistake shopping with B&Q. Is this not going to confuse and complicate things? I bought purchased the cabinet on the 4th Dec and filled out a request form online on the 5th Dec.”

Helpful Report

Posted 5 days ago

“Great service arrived fast unpet automatic cat litter box don't know how I lived without it my cat is 19lbs and he fits in it”

Helpful Report

Posted 1 week ago

“Ordered a fence panel for delivery Was asked to update there aapp to follow my order. It stated i had no orders. Called numerous times no answer. Tried the online machine. Then emailed but kept coming up error and wont go through. Had a text to say delivery will be today Called customer service a further 4 times and have now given up. Totally useless online service that is set up to evade customers. Took day off work to sit in waiting. Dont deserve a score of 1”

Helpful Report

Posted 1 week ago

“delivery very late nearly 4 days still haven't got my items. customer service they would chase and get back to me - never did I chase it again and get told it was sent out by DPD on friday (its now monday) i called them out as liers, DPD had emailed me on the saturday saying they are waiting for the items. Then i get told the items couldn't be found and they would then process the orders again, and i should expect the items tomorrow, proving even more they were trying to fob me off without even looking into the issue. On top of this frustration every time i call it is answered by a foreign call centre and their accent is very thick and difficult to understand.”

Helpful Report

Posted 1 week ago

“Purchased an outdoor Christmas tree for £54.99 from Stratum via B&Q. Arrived within a few days as stated. Put the frame together and then decided to test the lights prior to completing the set up. Lights did not work. Contacted B&Q. They informed me it was a 3rd party seller and they would contact us. 24hrs later had a response from Stratum asking what was wrong with the product. Responded instantly. 24hrs later a further email from Stratum asking if the product was damaged. Contacted B&Q stating our frustration and sheer lack of willingness to help us who said they were going to emulate the matter. We also stated that we no longer wanted a replacement we now actually want a refund as we have lost all faith in the 3rd party seller and there willingness to help. We have received a further email more than 24hrs later informing us that we have to return the product at our cost to receive a refund. I am surprised B&Q are dealing with a company as poor as Stratum and have lost all faith in both companies and will now forever advise people to use neither. Despite B&Q taking the money from my account as the statement shows they can not get involved as it's a 3rd party seller. Be careful with both companies. Next call is with Trading Standards. John.”

Helpful Report

Posted 1 week ago

“Order never arrived, not even dispatched. Customer service team can’t tell me when/if it will be delivered or get a refund. They took £500 off me with no concern about me receiving the actual product. They say they are sending me a refund confirmation but as I already never got a delivery dispatch I expect to be ignored yet again.”

Helpful Report

Posted 2 weeks ago

“READ BEFORE BUYING Purchased multiple flasks from B&Q website spending over £100, only for all 13 flasks to arrive smashed. When the box arrived it was completely squashed and misshaped. I opened the box to find it filled with glass from inside the flasks and all flasks were broken. I immediately contacted B&Q to be told that they wouldn’t help me and to contact their third party online retailer Direct 2 Public. Direct 2 Public would not speak to me and didn’t want to know and when reporting my issue back to B&Q I was given a case reference and then completely ignored. Despite numerous promises of a courier being sent to collect and a refund being allegedly arranged- nothing happened and I have continued to be ignored. The store would not accept me returning the products them as in their words “B&Q did not sell these items” DO NOT buy anything from B&Q online. They take no responsibility or accountability for products that they are selling and their third party agent is next to useless. Buyers beware don’t waste your time or money. I would have given 0 but this option wasn’t available! Shocking customer service”

Helpful Report

Posted 2 weeks ago

“PLEASE PLEASE PLEASE B&Q Get rid of the people responsible for your website! It is inaccurate, unreliable and worthless. It has cost me pounds chasing after items not stocked when the website tells me otherwise. It now contains everything in the known universe, little of which is stocked. I WANT TO KNOW WHAT YOU HAVE GOT. I CAN SEARCH THE WEB FOR WHAT YOU HAVEN'T GOT. YOU ARE DRIVING ME AWAY!”

Helpful Report

Posted 3 weeks ago

“Verfied seller not replying to my return request. Repeatedly have to chase on my request and I always get an email saying they’re looking into my request rather and that I might have to wait up to 48 hours rather than an email making any progress on the case. Shocking.”

Helpful Report

Posted 3 weeks ago

“Please people, stay away. B&q sell next to nothing now. I made a huge mistake buying two £500 gift cards as I was moving to a renovation project home and thought it a good idea to put some money aside. The gift cards are cheap paper stock. I mean cheap. You cannot use these gift cards to buy anything online, as b&q now use verified sellers, and 90% of what’s online, is verified sellers. You are not warned of any of this when purchasing gift cards. The cards themselves as they are cheap paper, tore the pin on the back right off on TWO cards, so this is clearly a common problem. I now have two cards, with almost £700 of my money on there that I cannot use. B&q phone customer service was horrific. The guy was disinterested and dismissive and rude. Online customer services haven’t even gotten back to me. I tried explaining I was disabled and I needed to order online. Still nothing. Please don’t get ripped off like me. Try wickes or Homebase or travis Perkins. You will be far safer.”

Helpful Report

Posted 1 month ago

“Bought some engine oil last week 20litres and today when it’s supposed to be getting delivered I get an email saying order cancelled. When I contacted bandq I was told items not in stock when I asked how come it’s taken a week for you to tell me this? Nothing just an apology ok fine next I’ll be getting a refund in the next 14 working days what a joke never again bandq this is the 3rd time and last time I’m gonna get messed around with them”

Helpful Report

Posted 1 month ago

“In a regrettable turn of events, I found myself duped by this broker, losing a amount of $9000 investment. Despite my desperate search for assistance, I found no solace until I stumbled upon Mrs Bruce Nora. With her unparalleled expertise, she was able to recover my funds when all hope seemed lost. Her exceptional l and dedication to helping victims of fraudulent brokers make them a true savior in the industry get in contact with: b__r__u__c__e__n__o__r__a__2__5__4__(A__T)__g__m__a__i__l__.__c__o__m Call them on Whatsapp: +1 ( 3 1 8 ) 3 1 9 4 6 2 0.”

Helpful Report

Posted 1 month ago

“I purchased a three pack of 24mm Dial masking tape which was of very inferior quality and so thin that upon removing it, it frequently tore lengthways. This made the job 10 times more difficult than it should have been by having to remove thin slivers of it next to the work area. Rubbish.”

Helpful Report

Posted 1 month ago

“Gift cards can't really be used on website as 99% of the stuff on there isn't sold by them so they won't be accepted”

Helpful Report

Posted 1 month ago

“EVERYTHING THIS IS WHAT THEY HAVE REFUSED TO REFUND ON UNLESS I PAY COURIER FOR RETURN (£50) PLUS £75 TO HAVE LIFTED WASTE OF SPACE AVOID B AND Q FOBBING OFF IS THEIR ONLY SUCCESSFUL ATRIBUTE”

Helpful Report

Posted 1 month ago

“I recently had a terrible experience with B&Q regarding a bathroom purchase and installation, and I feel compelled to warn others about the issues I encountered. Firstly, the installation, which was supposed to take place between the 14th and 25th of October, was abruptly cut short when our fitter was rescheduled for another job on the 23rd, leaving our bathroom incomplete. On top of that, I received two damaged baths, which caused even more delays. Due to the damaged products, I now have to wait at least another three weeks before any work can continue. This delay is extremely frustrating, especially since it stems from faulty products supplied by B&Q. Adding to the confusion, I was told that no replacement baths were available in-store, but I could clearly see two available online. This lack of communication and inconsistency has been beyond frustrating. To make matters worse, my home has now become a storage area for the incomplete bathroom, forcing me to take extra time off work. I also need to arrange care for my three dogs during the continued installation, adding more stress to an already chaotic situation. The team at the Derby store has been incredibly unhelpful and seems to think that this situation is acceptable. I was even told that other customers, including a teacher and someone who is going away, were being prioritized over my family. This response is completely unacceptable. I strongly advise anyone considering using B&Q for their bathroom installation to think twice. The lack of professionalism, damaged products, and poor customer service have caused nothing but stress and inconvenience.”

Helpful Report

Posted 1 month ago

“The worst company I’ve ever dealt with, sold me an infested plant, when I called to ask to return the plant their customer service literally said they’d get back to me, didn’t for weeks, and when I kept ringing them they said you can’t return plants (even though this was damaged). I sent photos etc they didn’t care. I will never use this company again for anything.”

Helpful Report

Posted 1 month ago

“Worst experience ever, their own website has other retails partners and when orders online no delivery for a week and then another week to get a refund. Avoid.”

Helpful Report

Posted 1 month ago

“Absolutely shocking communication from customer support”

Helpful Report

Posted 2 months ago

“Shocking customer service!”

Helpful Report

Posted 2 months ago

B&Q is rated 2.2 based on 2,538 reviews