B&Q Reviews

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

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Dreadful experience at Springfield, Chelmsford branch. Went in to buy an expensive electric stove. Took me ages to find a member of staff to help then when I found one was told the fire expert was on lunch break and nobody else could help me?! Asked to see the Manager. A helpful lady came and finally helped me. However the fire i wanted to view was not plugged in and they were not allowed to move it! So you spend £720 but cannot see it working first?! All the cheap ones were working though!! She then could not locate the one left in stock! Not her fault at all. Finally found one that looked identical but had a different name. I had had enough by then so bought it. Got it home to find leads and remote control were missing (bags stuffed at bottom of box so clearly a return) so now have to take it back!! NEVER AGAIN WILL I VISIT A B&Q!!”

Helpful Report

Posted 2 years ago

“26/08/2023 Ordered a few items for delivery , was given a date without chance for a choice,5 weeks and a half later, the 5th November. Guess i'l just wait, good thing i am working from home that day. Today the 18/09/2023 , 4 weeks after ordering, received an email stating one of the items, a kitchen worktop has been cancelled and recorded for Estimated delivered by Tue 7th Nov, another month of waiting. Called customer services to rearrange date as no one will be in the property that day due to work, and was told this is not possible, that we would have to wait for delivery date to rearrange. Meaning that I would have to wait 2 months, to not get that delivery as would not be home, to then rearrange for another random date, potentially another month or more, and not knowing if anyone will be able to be there to accept the delivery again. Asked to speak with a supervisor so they can help, was sent to another line without a word, 20 minutes later someone answered and immediately hung up after me saying hello. Raised a complain and they said today they cant change the date. An absolute joke, abysmal customer “service””

Helpful Report

Posted 2 years ago

“BBC absolute rubbish customer service been waiting gif over a week for refund and still not resolved”

Helpful Report

Posted 2 years ago

“I ordered a garden item on-line, inserted all details including eircode, and received an email confirming the order, date of delivery and my home address. The monies had also been deducted from my bank account. Imagine my surprise to get an email from B & Q cancelling the order. A phone call to their busy or short staffed “Customer Services” enlightened me to the following. Their Liffey Valley store is the stock hub for this item, and they are out of stock. I was informed that I could not collect the item from the Drogheda branch ( I live near Dundalk) but I could collect it from Naas (85km from me). There was no attempt to facilitate me as a customer even though B & Q had processed an order that they would not fulfill. I subsequently went on-line and ordered a similar item from a competitor. This time without any unhappy surprises.”

Helpful Report

Posted 2 years ago

“Worst company ever, do not buy from these unless you want to lose money”

Helpful Report

Posted 2 years ago

“Dont buy Cooke & Lewis goods - they are rubbish. I completely changed my kitchen using B&Q products for everything in 2018. I bought a Cooke and Lewis mixer tap which lasted 3 years before it became so pitted I had to replace it after 3 years. I bought a Cooke & Lewis extractor at same time. Now it turns itself on and off and changes speed on its own and the lights come on and off when they want. I wrote to them and asked if I could buy a new control panel as everything else was ok. Thet replied very quick and said they dont sell this part so I need to get in touch with the manufacturer. I first wrote to them around 26/07/2023 and it is now 14/07/2023 and after asking for the information 4 times they are now totally ignoring me.”

Helpful Report

Posted 2 years ago

“I have ordered 2 kitchen cupboard doors and it was supposed to be delivered on the 10th August 2023. Until now they have not delivered and I have to pay tradesman 150 £ to start the job fixing the doors. Customer service contact centre is appalling i tried calling three times and I was hold for 30 minutes soon as they answered they disconnected the line. I have lost two days still have not received the stuff.”

Helpful Report

Posted 2 years ago

“Ordered a bed online. It was delivered 3 weeks ago. It was not as pictured. I requested a return. So far I have emailed 17 times, phoned several times. Been cut off twice, told to phone back, told they couldn’t help because it came via a third party. Twice I sat in all day waiting for it to be collected but they did not come. I messaged via messenger and was told they can’t help and to contact the third party. But they don’t respond. Meanwhile my daughter has no bed and is sleeping on the floor. This is the most appalling service I have ever received. I am warning all readers of this review to never use B&Q online.”

Helpful Report

Posted 2 years ago

“Ordered some items to be delivered. I was sent a text saying it was going to be delivered on Friday morning, nothing! Called customer services, they said it will arrive between 1-2, if not to call the Southend brand, nothing. Called the Southend branch and they said it would arrive in 25 mins, nothing. Called customer services again, no answer. Phoned again on Saturday, no answer. Phoned again today, after being on hold for 20 mins, got someone to process the refund, was put on hold and then disconnected. So no idea if i am getting my money back. Such a waste of time, effort and money. Never again!”

Helpful Report

Posted 2 years ago

“bought a tv receiver online,very poor quality,too many faults too list,only cost £35 bu cant get any response,so i intend to visit a store and cause £35 worth of damage to their products”

Helpful Report

Posted 2 years ago

“I bought a ladder from B&Q in Harlow. Got home and opened it only to find that it's too short for our purposes. The ladder is in mint condition; it's literally brand new apart from the plastic film we removed, but B&Q say we cannot return it even for a credit note because we removed the film 'packaging'. What a con! We're £90 down and still don't have a ladder. I don't know where they get their repeat customers from because I will never shop there again. I honestly feel like I've been robbed. I wish I'd read some of these other reviews before thinking of shopping there.”

Helpful Report

Posted 2 years ago

“Had to reject one item of my order, as very dirty and not like the picture at all. I am still waiting to hear what has happened to my other item. Trying to get through on the customer service line is like pulling teeth, and I have just submitted a second on line form because no one has replied to the first. This is the last time I will use B&Q for online shopping, if not in store on principle. If I could give them minus stars I would”

Helpful Report

Posted 2 years ago

“If I could give Zero stars I would. I ordered the “Milano solid oak glass top dining table” costing £199 through b&q seller “Royal Comfort”. The table arrived damaged with a scuff on glass top. I contacted b&q seller straight away and provided photos as evidence. I advised I wanted a replacement. Firstly they took 5 days to respond! After a number of emails in the course of a month, it was clear the seller was not obliging and just kept offering discounts to keep the table. I was so fed up of no resolve and after much discussion and dispute the seller offered a 20% discount if I would keep the table. I accepted this and a refund of £39.99 was agreed. On the 14/7/23 I had an email from b&q and the seller confirming I would get the refund, but on the b&q email it stated “the refund would be processed once the item had been returned”. I have contacted the market place seller, they have said they have sent the money to b&q and I have contacted B&Q on several occasions and they have advised the refund was processed on 11/7/23. Today I rung b&q to advise I had NOT had the refund and also check my with PayPal and nothing pending. The lady from B&Q was very rude, would not let me speak, kept talking over me and would not listen to anything I was trying to say. She also refused to give me her name. So far I am absolutely disgusted with all correspondence with b&q and have had a terrible experience. As well as ringing B&Q customer services, I have also emailed B&Q a formal complaint through and had absolutely NO response! The customer care team is diabolical. In store, they are great, but please avoid any orders in line and definitely avoid and sellers through B&Q.”

Helpful Report

Posted 2 years ago

“Worst customer service in the planet huge burn hole in 500 euro pool and they would do nothing to rectify in time for my sons birthday disgusting”

Helpful Report

Posted 2 years ago

“B and q marketplace is a pure scam do not use you will lose money and be left to deal with shady internet scammers who just try to scam you”

Helpful Report

Posted 2 years ago

“Unfortunately, their practices resemble those of scammers. When I reached out to their customer service for assistance with my order, they refused to help and shifted the responsibility to another department. Their suggestion was to contact the seller directly, even though I had never interacted with them before. This lack of accountability and unhelpful approach left me feeling abandoned as a customer. I strongly advise avoiding this website when making purchases. Their poor customer service and unwillingness to address concerns demonstrate a disregard for their customers. It's best to choose alternative platforms that prioritize customer satisfaction and uphold their responsibilities.”

Helpful Report

Posted 2 years ago

“I wouldn't have BQ kitchen if it was free. New one 6 years ago and have made three claims The first two BQ could not find anyone to do repair. I had to get a contractor and was reimbursed by BQ My most recent claim for a broken hinge was declined even though I pointed out I had a 10year product warranty. Then told hinges not covered.lnterestingly the new BQ brochure shows a 25year guarantee for kitchens with hinges included. I rate customer services and after sales as poor.”

Helpful Report

Posted 2 years ago

“If you can't take it away leave it. Placed an order on the 28th May, first delivery only one of two ordered, second delivery missing fixtures, third delivery wrong unit, now await customer services, total wasted of time, spent hours in the phone, sent emails, had promised note fulfilled!! Don't do it !!”

Helpful Report

Posted 2 years ago

“I would not even give 1 star! Order not arrived three weeks later, no one replies to emails, phoned 5 times on hold nearly an hour each time. Finally got through to someone who said he couldn't help and I would have to call back again. Asked to speak to the manager, he couldn't put me through because 'managers can't work miracles' apparantly, refused to give me his name, or an email to contact anyone directly. So rude and unhelpful! ABSOLUTE JOKE!! DO NOT USE!!!”

Helpful Report

Posted 2 years ago

“So wish I had read the reviews on here before I purchased a bathroom suite. Delivery’s are a nightmare never turn up still waiting for some goods even now. Installation guy cancelled because it’s hot. Guess what we all have to work in this heat. Bq did not want to know very fake and patronising there response ‘ what do you want me to do’. Never again. Hard lesson learnt. Check reviews first”

Helpful Report

Posted 2 years ago

B&Q is rated 2.2 based on 2,618 reviews