B&Q Reviews

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

2.2 Rating 2,592 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,592 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 64%
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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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

“Tried to cancel an order, it was impossible. South African call centre, poor English, loud background noise. Left me hanging on the phone before it dropped out. My advice, get your order correct, or buy from someone else.”

Helpful Report

Posted 1 day ago

“Very bad customer services.Ordered 5 items but received one. When I tried to contact them the procedure is so complicated. I had to call at least 6 or 7 times to get the money back. I still haven't got the money back. Every time I call i was being hold for 5 to 10 minutes and being transferred to department to department. But no satisfactory answer. This is utterly disgusting.”

Helpful Report

Posted 2 days ago

“Worst experience ever with B&Q. Ordered a door online 08/06/25, the information on their website said I would be contacted within 2 days to arrange delivery, NO CONTACT WAS EVER MADE FROM B&Q. The information on their website also said delivery would be made within 10 days, it is now 14 days & I am still waiting. I Phoned B&Q customer services (foreign call centre) after day 3, I was told delivery would be on 23/06/25. I phone customer services again after another 3 days to confirm this as I still had not received any official notification & they said 23/06/25 for delivery. On 22/06/25 still no official notification from B&Q as in text or email, so I did a online chat with customer services, and was told delivery would be 24/06/25. So still waiting! Extremely poor service from B&Q, I now wish I had not purchased the door, this will be the last time I will ever use them.”

Helpful Report

Posted 1 week ago

“I'm having trouble getting a timely refund from B&Q for a returned Bosch garden shredder collected by a courier on 9 May. I received an email from B&Q before collection stating that refunds are processed within 14 days of the returned item being received by the supplier, but this didn't happen. I waited until just after 14 days to first chase the refund with B&Q Customer Services. They assured me they would look into it and try to hurry things along with the team dealing with refunds. Guess what - I heard nothing. I've chased several times since then without success. I've been told more than once that the issue has been escalated, but there's never any attempt to get back to me. They don't seem willing or able to give any information about timescales. The service is really a joke. It's almost pointless chasing. Their attitude seems to be you'll get a refund when they get round to it and don't expect to be kept informed in the meantime. The Customer Service Team, though polite enough, just seem to exist to fob customers off and issue holding emails. I would be more understanding if there was at least some explanation about the delay and an indication of the expected timescale.”

Helpful Report

Posted 1 week ago

“Don’t buy the bbq lump wood. There’s nothing lumpy about it, just small bits or dust. Staff are great hence 2 stars”

Helpful Report

Posted 2 weeks ago

“Scotswood B&Q was our choice for paint. Choosing the colour, having it mixed for us and loaded on to our trolley was a great experience, beginning to end. The team members were efficient, knowledgeable and their advice was straight to the point and valuable. What we thought was going to be very stressful became a happy morning to remember. A special mention for Sue who could not have been more helpful - in every way. The paint is good, the team is excellent and we'll be back for more. Thank you all.”

Helpful Report

Posted 3 weeks ago

“Ordered some fence panels, not arrived, ghosted by third party seller on website, ghosted by complaints team now I have to wait on escalation team to get back to me when I asked for refund. Call Centre operator scripted for me to lose. Shoddy, do not recommend.”

Helpful Report

Posted 3 weeks ago

“I ordered a shed from B&Q marketplace. I paid over 1300 for this order. Firstly the order was incomplete, which meant the shed could not be erected. There was damage to piecees of the shed and ilikestores reply to me was the roof will cover the damaged pieces, and we'll send out the missing parts (2 parts of the floor, and all the fixings) as soon as possible, 5 days on , still waiting.”

Helpful Report

Posted 1 month ago

“Title: Damaged Product Delivered – No Customer Support! I ordered a product from B&Q on [Order Date] and received it in a damaged condition. I contacted their customer support over 10 days ago and haven’t received any response or call back. This is extremely disappointing. I expected better service from such a reputed company. I still haven’t received any resolution for this issue. Please take customer complaints seriously! — VASANTHARAJ”

Helpful Report

Posted 1 month ago

“I purchased a bag of rapid setting cement yesterday. When I got it home to use I noticed It was six months out of its use by date. The use by date was November 2024 and here we are in May 2025. At my expense I took it back and pointed this out. No point in replacing it like for like as all the bags on the pallet were the same date. Obviously this could be a bit disastrous if it was used for something in construct and it failed. Hopefully they will all be disposed of in the correct manner.”

Helpful Report

Posted 1 month ago

“I bought a wall panel from B&Q online, and the item delivered was the wrong color. That was just the beginning of a long and frustrating experience. I’ve been trying to resolve this issue for the last three months and have made more than 20 calls to their customer service. Every single time, I’m told that the issue will be escalated to their escalation team and that I’ll hear back within 24 to 48 hours. Not once have I received a follow-up call. I keep calling back, and every time it’s the same scripted response — promises of action, but nothing ever happens. This has been a complete waste of time and energy. I’m incredibly frustrated and disappointed with the way B&Q handles customer issues. They’ve shown no accountability and seem to rely on pushing problems around instead of actually resolving them. This level of service is unacceptable. I do not recommend B&Q, especially if you expect any kind of support after placing an order. Think twice before shopping here.”

Helpful Report

Posted 1 month ago

“Only partly happy. Bought Beko oven at B&Q, Garthdee, Aberdeen. When unpacked at home the oven was found to be damaged and had to be returned to store. Substitute oven provided quickly and easily by B & Q . But irritating to have to return an item that was so heavy and bulky. Also in description on B &Q website the oven was described as being supplied with fixtures and fittings. However no plug or cooker cable is supplied and these have to be bought and fitted as extras. So this is more work and expense for customer. Staff at store were told me (after I had returned the damaged item ) that no cable or plus was supplied with the oven. If they were aware of this why was this not made plain on the item description on the B&Q website. Having said above the B&Q staff who dealt with me at Garthdee were very pleasant and helpful.”

Helpful Report

Posted 1 month ago

“Just bought an outdoor dining from Scotswood Rd B&Q. Adam was very helpful and friendly, he helped us and found someone to help my husband put it in the car. Lee was super friendly, super helpful, such a star. Thank you all so very much for your excellent service.”

Helpful Report

Posted 1 month ago

“What is going on? Items are either out of stock with no indication when they are going to be re-stocked or they are only available for home del0ivery. Not very impressed.”

Helpful Report

Posted 1 month ago

“I've ordered a tree online which was delivered in a very bad condition and soon died. After contacting customer service for refund I received a reply that they "have a non refund policy on perishable items such as plants and turf." Very disappointed!”

Helpful Report

Posted 1 month ago

“Absolutely terrible customer service: I rang at 4pm on Monday 5th May to cancel an order that wasn't being delivered until 12th May. The chap I spoke to said he had cancelled it, I would receive an email confirmation within 5 minutes and my refund within 14 days. No email arrived so I rang again at 8.30am today only to be told my order hadn't been cancelled on Monday. So she told me she had now cancelled it, it would take 2-3 days for my money to be returned and I would receive a confirmation email in 24-48 hours. I left the house for 30 mins and found the item dumped outside my door. I rang back to be told again that it hadn't been cancelled and it would take 48 hours to get in touch with their supplier/reseller, after which I can organise returning the item I cancelled 2 days ago that wasn't due to be delivered until next week. Three different people, three different stories. Shockingly bad, I have better things to do with my time.”

Helpful Report

Posted 1 month ago

“I ordered garden furniture from B&Q on 6th April 2025, spending nearly £1,000 — and over a month later, I still haven't received a usable product or even a proper resolution. When the order arrived, one of the legs was damaged. I contacted their support team immediately and was told they couldn’t send a replacement until the order was marked as “closed,” even though it had already been delivered. After repeated calls, false promises, and waiting for updates that never came, I was continuously told different stories by different advisors — no one ever seemed to actually check my account or follow through. I was misled multiple times about a replacement being “in transit” or “on the way,” only for nothing to show up. I even delayed a holiday and waited at home on promised delivery days, wasting my time — only to be told each time that something had gone wrong again. After being completely ignored following a formal complaint, I called again and finally decided to just cancel the entire order out of pure frustration. Now I’ve been told it’ll still take a week for them to collect the damaged item, and 14 more days after that before I get my refund. This whole experience has been absolutely disgraceful. Poor communication, incompetent service, endless delays, and a total lack of accountability. A supposedly reputable company should not be treating paying customers like this. Never again. Save yourself the stress and shop elsewhere.”

Helpful Report

Posted 1 month ago

“Overpriced store. Most of the things you buy there, you can find cheaper anywhere else. This store is last option to check when Im looking for any tools or any hardware.”

Helpful Report

Posted 2 months ago

“Just tried to buy a £200 large olive tree in the Aintree store, only to be told that they don't deliver,how pathetic is that ! No wonder businesses are going under.”

Helpful Report

Posted 2 months ago

“Products really expensive, similar products at Screwfix, local DIY, & Toolstation are cheaper. The BQ card is of no use whatsoever, no points, discount or any value.”

Helpful Report

Posted 2 months ago

B&Q is rated 2.2 based on 2,592 reviews