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2.3

Based on 2,247 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 58%
Accurate And Undamaged Orders	Greater than 60%
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.

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way

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B&Q 1 star review on 30th March 2022

Marian Radulescu

B&Q 1 star review on 5th December 2021

B&Q 1 star review on 5th December 2021

B&Q 1 star review on 5th December 2021

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B&Q 1 star review on 22nd October 2021

B&Q 1 star review on 14th September 2021

80

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've just found out, after having ordered my kitchen 3 months ago and waiting specifically so that everything could arrive together, that they are out of stock on one of the units. The Customer Service person I spoke to told me that their stock system isn't actually live, so they don't find out if they have the stock they need until they load it onto the truck. They also have Terms and Conditions that say they're not responsible for failing to deliver your stuff on time or getting the order wrong. There are serious issues with their systems and nothing they promise you in store holds any weight or can be trusted.”

Posted 22 hours ago

“Kitchen plans absolutely rubbish , very difficult to understand where what is going , worst kitchen out , better with Howdens”

Posted 3 days ago

“Never ever will I purchase a kitchen from B&Q Wigan store. Worktops missing then told I hadn’t ordered any even though I sat with assistant while she planned & ordered my kitchen & took payment. Hob & extraction fan missing only to find it had been delivered to the wrong address! 4 top units missing & when they did arrive one was the wrong size! I ordered this kitchen on 1/3/2022 & it’s now 16/5/2022 & I’m still waiting for one unit to arrive. Appalling customer service. Passed from one member of staff to another, then another & another & not one of them has a clue what they are on about! BE WARNED DON’T PURCHASE A KITCHEN FROM B&Q!!! Save your sanity & money & buy elsewhere as you definitely get what you pay for! Buy cheap buy often. This was an insurance job & I was only allocated a small some of money or I would of 100% gone elsewhere!!”

Posted 3 days ago

“Wrong doors delivered. Installer was clueless. Quality of fitting very poor. No project management to cope with b&q supply errors. Already a month has passed and the kitchen units are only partially constructed. They take a week to reply to emails. Extremely unsatisfactory.”

Posted 5 days ago

“Ordered 12 bags of 50 litre compost through online.and at the end of payment it was identified mica store Sutton Surrey branch will be delivered. Delivery was due following week Wednesday. Tuesday had text message that driver will be delivering next day afternoon. No delivery attempt made on Wednesday. Contacted Sutton branch on Thursday morning twice I managed to speak to speak and each time phone number taken with promise cal will rerun by customer service. Nothing happened. Called main chain customer service as Sutton store do not pick up calls. Central colustomerservocebalso tired to connect the call with no luck. They have taken my number again to get cal back from Sutton Branch. No contact from Sutton on Thursday. Friday contacted main customer service and wanted to cancel the order but main branch claimed unable to do so because it was already allocated to Sutton.main customer service tried to contact the Sutton branch but they don’t answer the telephone. Again telephone number taken. No one contacted from Sutton branch. Saturday contacted main centre again and they were helpless Like me as they cannot do much but put my issue as emergency to pick up by the team Sutton. Sunday afternoon I had call eventually. Conversation was theybcouid not deliver the items but no reason and if I want they week Thursday would be the next delivery. When I have asked why I was not prioritised on their list as mine missed from they said they cannot do much. I could not believe the arrogance and told them to cancel my order and told them will do a review and they told me to proceed. I had money back. Ordered same items from wickes and delivery came to the door next day. If you can don’t do any online order.”

Posted 6 days ago

“Total joke spend 3 hours in store today with one of your planners, He was very helpful in planning out a bedroom and 2 bathrooms. After 3 hours we left the planner to finalise the plans. An hour later we got a call to say a few bedroom items were out of stock and we could not place an order until all back in stock. I phoned customer services to query this as I was willing to place order and wait to be told its not possible until in stock. When I asked what happens if I wait for restock then another item is out of stock I was told this would mean i still would not be able to order. THANKS FOR WASTING MY TIME.”

Posted 1 week ago

“Trustpilot Thanks! Your review counts. You reviewed B And-q Your review is pending—it may take up to 2 hours to appear on Trustpilot. Learn more RM richard makepeace 1 review GB Rated 1 out of 5 stars B&Q are a joke Ordered fire doors, the delivery driver dropped them on the floor, took them a month to replace and countless phone calls being on hold for hours. Today I took a day off work to receive kitchen end panels, the driver of the lorry couldn’t get down our road because of roadworks, instead of going around them or coming from the other direction he cancelled the delivery, said will be there tomorrow instead, after speaking to the depot it could take another month for delivery, meanwhile we have a kitchen full of kitchen fitters and nothing for them to do, and will be cooking off a camping stove for another month. B&Q are the worst company ever. Delivery drivers number is 07929864723 He is a chimp”

Posted 2 weeks ago

“Only gave one star so I could wright on here but really I give it 0 stars! Ordered a kitchen in January, was told it would be delivered end of March but still waiting on the majority of the kitchen…rang customer service got no where! Went in to store got nowhere, it’s now may and parts of the kitchen that we was told would becoming beginning of may are now being delayed to the end of may and no doubt we will get another email that items will be further delayed! How can they take peoples money and not deliver Can’t stress enough NOT TO USE B&Q for a kitchen unless you really don’t need one anytime within a year of ordering it! My advice is….Pay the extra and go somewhere different for your kitchen”

Posted 2 weeks ago

“Serious Delivery Problems B&q have some serious flaws in their delivery and stock processes which cause delays of up to 3 months in you receiving your kitchen. From parts not getting auto added to the order, to only checking stock 48hrs before delivery, to parts not found on the vehicle its been a major and costly headache. Products look good in shop but such issues make it not worthwhile having”

Posted 2 weeks ago

“Recently went to store at Hampton Hall.Gemma and the lady on click and collect couldn't have been more helpful.. Sourced loaded and took goods to my cat without question. Fast and efficient service from caring warm hearted staff, making.the visit a pleasure. Thank you”

Posted 3 weeks ago

“Ordered and paid for a kitchen and fitting in full in Jan 22 for fitting in April ,was informed that 1 door would be delivered 1 week later than other items which was ok . During next few weeks had several calls etc informing items were missing off order and had to be paid, delivery was on 14april as arranged but when fitter checked items on 18th he found several items missing,1worktop missing ,store blamed computer system,1 door missing ,which was ordered but just not delivered,had to be reordered with a lead time of 4 weeks ,door due on 20th never appeared,store blamed parcel force,,reorder time was 6 weeks ,during installation fitter found several doors warped or damaged lead time ? Got so angry wrote to CEO who fobbed us off to executive customer care team,who were useless promised contact which never happened. Surely a company this size must have a decent stock control and quality control ? Doesn't look like it,they don't seem to have any redundancy i.e spare stock for damaged,missing items, unfortunately my problem seems to be the norm not an exception, company has my money but can't provide goods , surely someone in authority can take this up,sorry that I cant leave zero stars.So unless you are prepared to put up with all these issues I would strongly recommend that you go elsewhere”

Posted 3 weeks ago

“We have just purchased 2 bathroom cabinets from B & Q. Disappointed to discover they only come with one glass shelf! The shelf for the larger cabinet is unavailable, the shelf for the smaller cabinet is available online only and you have to pay £5 to have it delivered as you cannot buy it in store or click and collect so a £6 shelf costs £11. Not happy.”

Posted 3 weeks ago

“Recently ordered & installed Atomia bedroom units,which we were very happy with.However,due to an oversight by ourselves, we found we would have to modify the wall units.We visited our local store on Sunday to discuss this. We approached the two women at the desk in the bathroom/ bedroom dept, & were kept waiting whilst they finished their conversation (not work related).We found the attitude of the older lady very negative,almost as if we were an inconvenience. Not at all helpful,rather frosty & frankly patronising. Such a shame,as previously we had received a lot of help,from a young man called Josh,who couldn't do enough for us.The younger woman had a name badge.Her name was Lizzie & she wasn't too bad,but the other one( no name badge,wonder why?)was definitely uninterested in us,& made it pretty clear.Will return when other staff members available.”

Posted 3 weeks ago

“My wife and I went to your Romford store and we could not lift or carry anything heavy due to I’ll health I asked one of the staff if someone could help us and a young man name of Mason came and literally did everything for us. He also took the trolley to our car and loaded everting in the boot. I would be grateful if Mason could receive our thanks and recognition from his employer for his friendly and helpful attitude.”

Posted 3 weeks ago

“If I could leave zero stars I would rubbish from start to finish! Day before kitchen arrived told no cupboard doors available and other items no_one took responsibility for our queries so left with half a kitchen would never recommend absolutely appalling!”

Posted 3 weeks ago

“Purley way b&q new Australia or new Zealand & the foreign little so called security person 😆🤣💋, asked if i could lock my ebike in there store why i looked for something both of them seem racist & a terrible behaviour from both of them there attitude was 💯 unhelpful & racist. NEVER GOING BACK TO THAT STORE EVER 💯💯😒💯💯👍.”

Posted 3 weeks ago

“Ordered a kitchen in January was told full kitchen would be delivered April. Half was delivered the rest July. I’ve cancelled order and they collecting what was sent. Old kitchen removed and fitter was booked. Do not buy from these”

Posted 1 month ago

“Nightmare! Ordered new kitchen last December, and still having problems. So unhelpful and can be so rude. Order was a shambles, items missing, wrong items sent! Sold us over £1000 worth of things we had no need for or were unsuitable, which had to then be returned. Still having problems now and we are in to April! Don't go near them if you want a trouble free installation.”

Posted 1 month ago

“Absolutely disgusting service. Ordered kitchen in December. Delivered in March. Lots of items missing and lots of un ordered items received. Now being told I have to wait to July for missing items to be delivered!!! This is a huge company that should be able to mass produce items. Why should I have to wait, when they have received payment in full in December. Avoid buying your kitchen from here.”

Posted 1 month ago

“I don't normally leave reviews but Sam from Decor in the Enfield B&Q needs a special mention. There was a bit of a mix up with paints ordered this evening but he dealt with it in such a professional manner. He was incredibly helpful and diligent, most impressive.”

Posted 1 month ago

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B&Q is rated 2.25 based on 2,247 reviews