B&Q Reviews

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

2.2 Rating 2,656 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,656 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Live Chat, Telephone

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

“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 day 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 5 days 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 week 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 week 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 2 weeks 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”

Helpful Report

Posted 3 weeks 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 3 weeks 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 3 weeks 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”

Helpful Report

Posted 3 weeks 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 1 month 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.”

Helpful Report

Posted 1 month 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.”

Helpful Report

Posted 1 month 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.”

Helpful Report

Posted 1 month 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 1 month ago

“Notification of item delivered on the 30th April, I never received it, the delivery man could show no proof of delivery, No Photo, his camera broke, I now have the hassle of contacting B&Q and the delivery company,”

Helpful Report

Posted 1 month ago

“I’ve always shopped at B&Q because it’s a brand I know and trust, but this experience has completely changed my mind. I bought a tortoise hutch for nearly £95 via their website, only to find out it was actually being fulfilled by a third-party seller (Far East Direct UK). The product was advertised as an outdoor hutch, yet the lock completely rusted within just two weeks of being outside. The seller admitted the parts weren't galvanized (weather-proof), but then refused a return because the item was used. It’s a total contradiction, how can you test an outdoor item without putting it outside? I am incredibly disappointed that B&Q allows sellers with such poor quality and even worse customer service to operate under their banner. When I asked B&Q to help, they basically trying to brush it off because the seller had offered a measly £9.99 refund. I feel tricked into buying a sub-standard product from a company with awful reviews, all because I thought I was buying from B&Q. I won't be making the same mistake again. If you’re buying from their website, check very carefully who the seller is, because B&Q won’t have your back if it goes wrong.”

Helpful Report

Posted 1 month ago

“We purchased a new bathroom from the Pontypridd branch. It was fitted over a 10 day period in late November/early December. Within less than two weeks we had water pouring through the ceiling downstairs. We contacted B&Q and their first reaction was that we must have ‘stepped on the plug’. We discovered that the leak was coming from the joint in the wall panel inside the shower cubicle. The fitter came and patched it up temporarily with silicone so it could still be used and also cut a hole in the ceiling downstairs so he could view the underneath of the shower. We were then told it would need to be refitted but couldn’t be done until March. We weren’t happy with this and complained but the installations manager was insistent we had no choice but to wait. We were left with a hole in our ceiling from 17th December to 9th March. The fitting was rebooked for 2nd March which we reluctantly agreed to. It was going to take 3 days for the refit. A few days before we received a message that the fitter would be unable to start on the 2nd and it would have to be delayed to the 5th which was a Thursday. This meant we would not have access to the bathroom for 5 days as the fitter didn’t work weekends. We requested that it be delayed until the following Monday so that it would only take the 3 days originally stated. But I was told by the installations manager if we didn’t have the work completed then it would be the end of May before it could be done. Again we reluctantly agreed even though it would cause even more inconvenience. The work was completed on Monday 9th March. On Friday 13th March water started pouring through the newly plastered ceiling. Again B&Q tried to say we must have stepped on the plug!! Once again a joint in a wall panel inside the cubicle was found to be at fault. Once again a temporary fix of silicone was applied and this time we were told we would have to wait until June for the refit. At this point I decided to take matters into my own hands and use a sledgehammer to crack a nut. I emailed the CEO of B&Q. Following this email we received the help and the service we should have had from the beginning. The bathroom was refitted in one day on 9th April by a different fitter and to date it is still okay. Unfortunately all of this completely spoiled having a new bathroom and by the time it had been taken in and out 3 times it no longer looked quite so new. The removal and refitting of the toilet and shower meant that the brand new floor, ceiling and walls were also damaged. We were eventually given a refund for this amongst a few other things. The fitter that came the last time was less than complimentary about the work of the original fitter. If you are going to buy a bathroom from B&Q I would highly recommend getting your own fitter. The fitters are not employed by B&Q so any work they carry out has to fit in around private work. If you run into problems like we did you will be left hanging for months before it gets sorted out. I should not have had to go to the lengths of emailing the CEO to get a satisfactory resolution. Before all the issues we had decided we would buy a new kitchen and would almost certainly have purchased it from B&Q. All the problems we had and the service we experienced from the installations manager meant we purchased our kitchen from elsewhere. Never again will we use B&Q for this type of renovation.”

Helpful Report

Posted 1 month ago

“Apart from your customer services which is inexistent also your products are not as good as they used to be. We bought twice some Valden grab adhesive acrylic 290ml which plastic tube containers appear to be of very low quality. Also the nozzle breaks and exposes little holes when applying a very little pressure to use the product”

Helpful Report

Posted 2 months ago

“Total lack of support for missing items I ordered several items that were shipped separately. Most arrived, but one was missing. I tried contacting the third-party supplier via B&Q’s link, but it consistently errored out. I then reached out to B&Q directly multiple times via their online contact form and email, but I have been met with total silence. I’ve now had to buy the item elsewhere and swallow the loss. Appalling customer service—zero communication and zero accountability”

Helpful Report

Posted 2 months ago

“Ordered a part which stated shipped and sold by B and Q, only for the wrong part to be sent by an entirely different company. Upon complaining they sent another of the wrong part. At this stage we contacted to say please collect and we no longer wanted the product as since it had been a month we’d sourced this elsewhere. They then sent the right part that was completely redundant and subsequently we spent months being passed between departments via email trying to resolve- it’s been nearly a year now and we’ve given up. Customer service is beyond appalling I will never shop with B and Q again, especially seeing so many others with similar issues.”

Helpful Report

Posted 2 months ago

B&Q is rated 2.2 based on 2,656 reviews