B&Q Reviews

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

2.2 Rating 2,608 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,608 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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

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

“I would not recommend anyone to buy anything from B&Q online! I bought a mattress with next day delivery which never arrived I had to call them to see what happened! No one knew anything one said it would arrive tomorrow the other said it would arrive in a week in the end I had to wait five days! They do not help at all you have to follow up to see if the mattress will arrive! The worst company and absolutely not helpful but they are a good rip off! I thought the mattress would arrive the next day so I threw the old one away and now I have been sleeping on the floor for five days because of them!”

Helpful Report

Posted 5 days ago

“Attended Falkirk branch of B&Q this afternoon for advice on suitable board to use for a makeshift table tennis table top. Mark immediately knew the best product, MDF (fibreboard) 4 by 8ft. He then discussed the best thickness and suggested we have the board cut in to two 4ft square pieces, and that we had a choice between the 18mm and 12mm thickness. Mark let me try out the weight of both versions, then even went so far as to place both samples on the floor so I could test bounce height using a table tennis ball. I entered the store knowing nothing about how to create a cheap table tennis table top and left 15 minutes later an expert, who knew exactly the right size and thickness of MDF required. As Falkirk doesn't have a cutting service I will be ordering and picking up from the Cumbernauld branch next week. My thanks to Mark for his professionalism, vast knowledge and patience in taking me through the options, and the pros and cons of each one.”

Helpful Report

Posted 1 week ago

“I want to see what options I have to go to my local store and get a product I need. BUT, the website does not seem to allow me to filter out B&Q market items so I have to scroll through pages looking for items that are available in stores. I want waterproof tape and got as far as 96 products, none of which are available in store. B&Q also doesn't seem to have any customer service email, just a very specific set of forms none of which let me type this message.”

Helpful Report

Posted 1 week ago

“An absolute nightmare of an experience. I ordered 2 items. B and Q never bothered to send them. After several days spent on the phone to their so-called "helpline" I gave up and asked for a refund. They can't issue a refund because the "helpline" needs to ask the shop to do this, but every time I phone the "helpline" they say the store is not answering their calls. Today I have been refunded 1/4 of the value of the order! Am I supposed to spend yet more days sorting this out? B and Q you are a nightmare to deal with, and I am now looking into the Small Claims Court process.”

Helpful Report

Posted 2 weeks ago

“Dreadful Customer Service, long wait times and no solution to the problem. All they can do is email the seller, which I have already done, because they have no contact telephone number for them. How can a business be run like this. I'm now out of pocket, no product and no idea if it when it might arrive. The seller - Touch Global - verified by B & Q gave so far not responded to my email. AVOID B & Q & TOUGH GLOBAL AT ALL COSTS.”

Helpful Report

Posted 3 weeks ago

“Recent visit to the wath upon dearne site for MDF boarding. Board cutting department and a lovely man. Malcolm, you my friend are a diamond!!! Just to let your managers give you a great big pat on your back. Thank you for your support and service. Regards MSA”

Helpful Report

Posted 3 weeks ago

“On 7 Aug 2025 I ordered a Bosch garden strimmer (order number can be supplied) for home delivery from the Stirling B&Q store. It was out of stock but it was explained to me the Falkirk branch were able to delivery on 18 Aug 2025. I was allocated a delivery slot 1330-1530, and I was notified of this by text. The delivery driver was to call me 30 minutes out. However, here was no phone call and no delivery. I called customer services the next morning only to be told that B&Q had cancelled the order due to a lack of stock and that the order would be refunded. This was indeed not good news, especially when my card had NOT been refunded. I had to go back to the store to register my dissatisfaction and make sure that I would indeed be refunded. It is most disappointing is that B&Q made no effort to keep me informed and that I had to pursue the matter myself, making an extra journey only to be told I would have to order and collect the item from a store further away. As self-proclaimed DIY and home and garden specialists, B&Q need to take a long look at their customer service. If you say you deliver..... then do so! If a problem arises, at least communicate with customers. Poor show!”

Helpful Report

Posted 4 weeks ago

“I went to B&Q Yate at 4.30 tonight to buy a replacement toilet seat ; a young employee called Matt was so helpful - he took time to check all the measurements and how it was fixed onto the actual toilet . I successfully found the correct seat and as I am a 76 year old woman I was so grateful for his knowledge and patience . Thank you Matt - shops need more youngsters like you !!!!”

Helpful Report

Posted 1 month ago

“I visited Trade Point today 04 August 2025 at approximately 19:30 to return some unused and fully packaged items I purchased for a project over the weekend. My experience, however, was far from satisfactory. Despite having my receipt and the items linked to my Trade Point card, I was met with unprofessional and dismissive behavior from two staff members. Their demeanor was shockingly rude, and they refused to process my return. What should have been a straightforward return process turned into a distressing ordeal over a trivial amount of £4.00 including VAT which works out to £3.33 to your business. To make matters worse, even after involving the manager, my concerns were brushed aside without a satisfactory resolution. During this entire debacle, customer lines were building up behind me, further highlighting the inefficiency and lack of urgency displayed by the staff. It's disappointing that this lack of customer service tainted what is usually a reliable shopping experience. Understanding the return value was minimal, this situation exemplifies how crucial staff training and customer service are, regardless of the sum involved. I hope Trade Point addresses these issues promptly and ensures staff are better equipped to manage customer interactions professionally in the future.”

Helpful Report

Posted 1 month ago

“My experience at the store was truly fulfilling. Not only did I leave with everything I needed, but I also got valuable information and contacts to support my community interest work. I want to especially thank Steph, who was extremely helpful and knowledgeable about the community re-use scheme. Even though it was a busy Saturday, she made time for me and my friend. She kindly asked us to wait while she served other customers and kept checking in with us until she was free to speak. She shared useful details about how to register and who to contact, and really listened as I explained our upcoming community event and projects. I also want to acknowledge a young lady at the till who kindly corrected the price of one of my items—another example of great service from the team. Thank you to Steph and the staff at B&Q Belvedere for being so supportive and community-focused.”

Helpful Report

Posted 1 month ago

“This is the worst customer service experience I have ever had! We visited B&Q Culverhouse Cross to buy a large garden bar set, which staff confirmed was in stock. After waiting around, we were then told the stock was actually sold — but we could buy the display model instead. We agreed, and asked if someone could help dismantle it, as it was large and would not fit in the car. To our disbelief, we were told we’d need to dismantle it ourselves - right there in the store - using our own tools. On a Saturday afternoon, in a packed retail environment, surrounded by families and children. When I suggested that I think a member of staff should dismantle it , I was flatly refused any help. I asked to speak with the store manager. Jon arrived in a hostile and dismissive manner. He offered no solutions, begrudgingly check stock in nearby stores, only after I asked and then made it clear he would not help further. Jon continued in his confrontational tone and insisted it is B&Q policy that customers must dismantle display furniture in-store if they want to buy ex-display items. When I questioned the safety of this, I was told to leave!! Unbelievably - Jon called security and had us removed from the store. My 13-year-old daughter was visibly shaken and my family publicly humiliated. This is beyond bad service — its a disgrace! B&Q should be ashamed of the way this manager represents their company. If it is true that B&Q ask members of the pubic to dismantle ex-display furniture just so they can buy it - I will raise my concerns with the Health and Safety Executive. Truly shocking, very upsetting, and completely unacceptable.”

Helpful Report

Posted 1 month ago

“Over €500 for damaged worktop, still no sign of refund. Joke company.”

Helpful Report

Posted 1 month ago

“B & Q Bognor Regis over charged me for a Green Storage Bench by £40 (they scanned it as "grey") - I did not notice until I got home as had purchased other items - and thought maybe the error was mine. I checked online I and the Darwin Green Storage Bench was definitely priced at £90 as advertised in store and not £130 as on receipt. I was told I had to bring the receipt and evidence into the store (I assume item - not happening as it has been built now and too big). The main office are not any help either and told me to contact the store again. Although I have to accept I have been conned by B & Q, I thought I would share my experience so others do not have to go through the same.”

Helpful Report

Posted 1 month ago

“My trading account was frozen unexpectedly after I requested a withdrawal, and I thought I might lose my investment. It’s a frustrating experience, but the support team, especially Mrs. Mercy, was exceptional. They guided me through the process, reassured me, and helped resolve the issue quickly. I truly appreciate their dedication and support.”

Helpful Report

Posted 2 months ago

Helpful Report

Posted 2 months ago

“Visit to Bridgend B&Q 7.7.25, needed a pole for a weed extractor, Glynn was so helpful, he found a pole and identified that there was a problem with the weed extractor that I had bougt online at Amazon, he sawed of the top of the broom pole, then got a screw and attached it, service was excellent, he is a credit to the company, thank you so much Glynn”

Helpful Report

Posted 2 months ago

“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 2 months 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 months 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 2 months 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 2 months ago

B&Q is rated 2.2 based on 2,608 reviews