B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.18

2.2 Rating 2,662 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,662 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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

“Extremely disappointed with the service I received from B&Q. I placed an order several days in advance and received confirmation the day before delivery that everything was on schedule. The following day, I was sent a message claiming I had requested to postpone my delivery by a week. This was completely untrue. After contacting Customer Services and two different stores, I was eventually told the delivery had been changed because no driver was available. At no point did anyone contact me to explain the situation or discuss alternative arrangements. Instead, the delivery date was changed without my knowledge or consent. The delay itself was frustrating, but what disappointed me most was the poor communication and the apparent disregard for my time. I had planned work around the confirmed delivery date, only to have those plans disrupted unnecessarily. A simple phone call would have made all the difference. This experience fell well below the standard of customer service I expected from B&Q.”

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Posted 2 weeks ago

“Grey dog gate b&q marketplace absolutley terrible need to turn opening 10 times to get past it also no rubber feet as advertised can't believe it has no eassy open door and the whole thing needs removing to get through it”

Helpful Report

Posted 3 weeks ago

Helpful Report

Posted 3 weeks ago

“Order No 1066091272 The worst company to order anything from, I ordered a worktop. They Cancelled my order 2 days before it was due to be delivered. Not so much as a sorry, can we send you a replacement. The 'Deliveries Manager' Has Zero Customer Services Skills, I raised my voice and he was upset. Well I was upset, I was the one wronged. I am the one having to pay out a cancellation fee to the carpenter coming to fit the worktop I stupidly ordered from B&Q. Not how they take your money within seconds of taking your order, but it takes 14 days to get it back WHEN THEY CANCELLED THE ORDER FFS. They treat their customers with utter contempt. Hell will freeze over before I ever purchase anything from B&Q. I have banned all my engineers from purchasing from them, I have let all my customers know what happened along with my friends and family. I am furious. So I have spent the last 4 hours contacting over 3200 people letting them know how they treated my custom.”

Helpful Report

Posted 3 weeks ago

“9 weeks waited for a wrong item to be delivered 9 weeks for delivery of two kitchen cabinet doors, and when they finally arrive, they're completely different from what was ordered! Absolutely useless after sales, asking me to wait another 6 weeks for an exchange. If you prefer a professional service with a quick delivery time, don't bother with B&Q.”

Helpful Report

Posted 3 weeks ago

“On Friday 26th June at the Chingford branch I received the most outstanding service from a lady with the name Rudina. Although she was on her knees in the middle of sorting stock she immediately stopped what she waßs doing and took me to the section relevant to my query. She then spent 15 minutes helping me select the best solution for my needs. Rudina was outstandingly polite & attentive to my needs. B&Q is lucky to have such a impressive employee!”

Helpful Report

Posted 3 weeks ago

“Horrendous business. Ordered an airco 2 days ago. Got an email today confirming my "return". Huh???? Will never use these amateurs again.”

Helpful Report

Posted 1 month ago

“Spent £1000 on garden furniture set,which was delivered with damage and threads with metal bits which implies they have been used,now I have to waste another day for furniture to be collected how can an item with more than 10 pictures of damage be sent to a customer!!!!!”

Helpful Report

Posted 1 month ago

“Order through B&Q market place from Monster sales. Delivery was quick, 2 days but that was the only positive. Item was damaged on arrival so only a couple of hours after delivery I complained to B&Q only to find that I had to deal with Monster Sales direct through B&Qs market place messaging service. All I wanted was a replacement for damaged part or a new item. Several calls later and 27 messages over a period of a week and it seems that Monster Dales were unable to replace the item. In the end I returned the item to my nearest B&Q store for a full refund. Also the B&Q customer service help is based in South Africa and they are useless, give you incorrect information and no help at all. In the end I wrong my local B&Q store and they were very helpful.”

Helpful Report

Posted 1 month ago

“Warning! Be careful of what products they use with suppliers My recent experience with B&Q, which has been extremely disappointing due to poor communication, delayed delivery, and lack of accountability. On 1st June, I placed an order via your website for a roof box. The transaction was completed successfully, and I received both an order confirmation and notification that stock was being awaited. I was then advised that delivery would take place on 4th June. Subsequently: I was informed of a delay, and delivery was rescheduled for 5th June. I remained at home on both 4th and 5th June, but the order did not arrive. After chasing via email, I was informed of a logistics issue and provided a new delivery date of 11th June. Once again, I waited at home on 11th June, and no delivery was made. I was then forced to follow up yet again, only to be told—after further delays—that the item was potentially lost and a refund would be issued due to lack of stock. Throughout this entire 16-day period, I received no proactive communication from either B&Q or your supplier. All updates required me to chase repeatedly, which is unacceptable. Additionally, B&Q appeared to defer responsibility to the supplier, rather than taking ownership of the issue or managing the situation effectively on my behalf. This experience highlights several serious concerns: A lack of communication between B&Q and its suppliers Failure to provide accurate or timely updates to the customer Poor ownership and resolution of customer issues The inconvenience caused by multiple failed delivery dates and time taken off work As a result, I have been left without the product, inconvenienced repeatedly, and with little confidence in ordering from B&Q again—particularly where third-party suppliers are involved.”

Helpful Report

Posted 1 month ago

“I’m extremely disappointed with my experience with B&Q. My order 1061174356 has been messed around with repeatedly, with three different delivery dates given and missed. Each time I was assured the issue would be resolved, only for another promise to be broken. To make matters worse, I was repeatedly promised compensation for the inconvenience, yet no money has ever been sent. The lack of communication, accountability, and follow‑through has been frustrating and completely unacceptable. I expected far better service from a company of this size and would think twice before ordering again.”

Helpful Report

Posted 1 month ago

“I ordered wheelie bin holders and paid then guy in shop just cancelled as I was expecting delivery and said I cancelled I have a disability which meant I needed this storage out front my house but was ignored by customer service”

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Posted 1 month ago

“Order a greenhouse from B and Q which turned out to be from one of its verified seller. Two boxes arrived, both damaged. Opened boxes to put greenhouse together only to discover there should have been a third box containing the fittings. Contacted B and Q customer services who sent email to verified whose response 2 days later asked us to photograph the missing item! Have asked for a refund and so it is now up to seller to collect boxes and arrange refund. Will update review to see if that is done but what is annoying about B and Q is that their customer service felt that the sellers response was appropriate - how does one photograph a missing item?”

Helpful Report

Posted 1 month ago

“If you want to buy furniture and don't mind having it delivered in different pieces on different days and not be able to build it for a week then the service is fine. Trying to track where my deliveries are, and to speak to some through DHL is impossible.”

Helpful Report

Posted 1 month ago

“Purchased a air conditioner unit for my elderly family member to manage the heat . I chose b&q specifically due to their next day delivery option . Days later with no update , no ability to track , no responses and hours wasted trying to get them on the phone this was still not delivered . Sit on the phone line for 30m on 3 separate occasions with one occasion my call being taken but them randomly disconnected and having to start again. Customer service then responded to one of my emails saying it was dispatched on the day it was supposed to be delivered but days later DPD still have received nothing to deliver. No update of delivery time , no rectification, nothing . They continue to Ignore my follow ups to find out what's going on but send me surveys of how I think they've done . Absolute joke After reading other reviews they clearly false advertise next day delivery. Then don't have the support system in place to even provide updates or accurate i formation if any delays occur Do not use b&q go with another retailer”

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Posted 1 month ago

“I went to the Ashford store today and a young man named Joe was very helpful and knowledgeable. He was able to help me purchase the correct products I needed for my project at home. When I go back to B&Q I will make sure I go and ask Joe if I need help.”

Helpful Report

Posted 2 months ago

“Kingsgate Branch. Only 1 till available to pay cash, returns and deal with faulty products. Not everyone wants self service especially as 2 other staff members overseeing this and not assisting staff member on till. Disappointing experience.”

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Posted 2 months ago

“I wanted to cancel an online purchase because it was only partially fulfilled: it's not possible to cancel it online, so I called the customer service, a few days before the order was shipped, then again after it was shipped, and once again after a courier attempted to deliver the order and I asked him to send it back to the store. A total of three phone calls and still am not able to cancel the order. One week after my first call, they still have not started refunding me my £30. Stay away from B&Q, once they get your money, there is no way you can cancel an order.”

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Posted 2 months ago

“The manager at the slough branch physically assaulted me while I was leaving the store, then stole a slab from the trolley. I have reported him but have been fobbed off half a dozen times by B&Q.”

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Posted 2 months ago

“Visited store at Handforth Dean - looking around would guess customer profile was not dissimilar to myself - 70+ - very much the “grey pound” market sector not always in the best of health. So whilst shopping - “can you please tell me where the customer toilets are?” - “ Sorry there are none - you will have to go elsewhere” . Now just let me check the calendar - yes it is 2026 - yes this is a major UK quoted company - yes the DIY sector is struggling - Yes it is all about customer service and yes I will go elsewhere with my grey pounds. What a bloody disgrace!”

Helpful Report

Posted 2 months ago

B&Q is rated 2.2 based on 2,662 reviews