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B&Q Reviews

2.2 Rating 2,596 Reviews
28 %
of reviewers recommend B&Q
2.2
Based on 2,596 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
Read B&Q Reviews

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

Write Your review

B&Q 1 star review on 17th April 2025
Robert14042025
B&Q 1 star review on 12th April 2025
Anonymous
B&Q 1 star review on 3rd March 2025
Anonymous
B&Q 1 star review on 8th February 2025
Shirley
B&Q 5 star review on 7th February 2025
#pooleplastering.com
B&Q 5 star review on 7th February 2025
#pooleplastering.com
B&Q 5 star review on 5th December 2024
Joan Kennedy
118
Anonymous
Anonymous  // 01/01/2019
Visited Barnstaple store to collect items ordered on Click and Collect. Guy at the collection point could not find my order and enlisted the help of another who suggested maybe my ordered items were not in stock and that they had to be ordered into store. After pointing out that I had checked stock on line and that I had a confirmation email telling me my items were ready for collection the two guys then went off in search of my products. Obviously could not find them as they enlisted the help of a lovely lady named Jan. She checked the computer and found them so off the two guys went in search. Meantime she checked the holding area again only to discover they were in the same holding tray that first guy had looked in. Was bit like a Carry on Film.
Helpful Report
Posted 6 years ago
First the delivery was damaged as rudely explained by the DX delivery driver. On the second attempt the DX delivery driver delivered my product to an address 10 miles away from my house. The driver also said I had signed for the product when I had never received it. Gross missconduct? Shocking unacceptable service and nobody cares. Cheap labour has to stop.
Helpful Report
Posted 6 years ago
This afternoon I visited the Gt Yarmouth (Norfolk) store and had an unhelpful encounter with a lady while trying to purchase some tape for the ends of my new work tops . Not to be deterred my friend and I went to the kitchen department and met a young man called Daniel who was outstanding , he was polite helpful and courteous and immediately found what I was looking for ordered it . ( Having been told by the lady it was no longer available ) and arranged delivery to an alternate address all done with quiet efficiency and he even took us to the till with my receipt to pay . I didn't catch his last name but young man was an excellent example of good customer service
Helpful Report
Posted 6 years ago
I visited the Wandsworth branch as I have for many years as I live near to there and will never shop there again. I was in the lighting department looking at downlights. I was standing choosing between two option and an employee of the shop - Graham - just pushed right in front of me with no words of 'excuse me' or showing manners of any sort. I could not reach the lighting options. Three times I said to the back of his head 'excuse me' and asked what he thought he was doing? Upon acknowledging me, I got a sneer and no apology. I've never experienced such rudeness. Avoid avoid avoid this store!
Helpful Report
Posted 6 years ago
Phoned to check goods were in store, drove 15 miles to collect only to find the goods needed a forklift to bring to ground level but there were no forklift drivers, that was on Saturday. Phoned today to check goods were available and again drove 15 miles. Was able to get corrugated felt sheeting but not enough ridge tiles. Around 20 sheets but only 3 ridges. Does B&Q not realise 1 ridge is required for every 2 sheets. The closest store with a ridge is in Hollywood, which may as well be USA and not NI.
Helpful Report
Posted 6 years ago
Ordered two pairs of taps on a Saturday for next day delivery, called Customer Services on the following Monday to check that delivery would be on that day, after checking the Customer Services agent said that Parcelforce had already delivered the parcels. I explained that I did have two parcels delivered by Parcelforce but they were not from B&Q but from a different supplier. Customer Services asked who the parcels were from and what was in them, (irrelevant to the matter in hand so I had the impression that I wasn't being believed). Customer Services checked again with Parcelforce, once Customer Services were satisfied that the B&Q parcel had not been delivered they stated that something had gone wrong at their end and the taps would be sent out that day. The taps were required urgently so I cancelled the order.
Helpful Report
Posted 6 years ago
Had the kitchen fitted 3 years ago & have nothing but problems since. Installation took 4 months because they were doing other jobs at the same time. One day the fitters knew Head office was visiting us & I had 6 fitters in my tiny kitchen. The tiler had to leave. Got a refund on the plastering as it was rubbish. They put silicone sealant in a hole instead of plaster & had to come back as it could not be painted. Wrong hinges on doors,which needed replacing. Twice my floor tiles have cracked because the floor isn't level. 6 months ago the electrics blew because they hadn't made the wires behind the cupboards water tight. Just left on the floor. I am currently without any water or heating as,last night, a pipe they had capped, with a cheap & nasty push on cap, came off and hot water was spilling all over the floor. Couldn't turn the water off as the cupboard where the stopcock is wasn't cut enough to allow you to turn it. Had to go out in the street to turn it off. I could go on but won't.
Helpful Report
Posted 6 years ago
Workmanship not the standard I would expect. 5 year guarantee pretty much excludes everything. Cupboard doors have fell off and screw holes won’t hold the hinges. Have a B&Q kitchen you will regret it!
Helpful Report
Posted 6 years ago
First off it turned up late then i realised they sent the wrong worktops then the plynths were snapped to then be told i couldnt have my hob for another month!! Being a familly of 6 and suffering mental illness this has been horrendous for me .. currently stuck with no kitchen no cooker and a house full of cupboards
Helpful Report
Posted 6 years ago
Bought a flat pack wardrobe reasonable price until we got to the till where that price was for 1 box but that was 2 boes so price double on trying to assemble the door was badly damaged and screws missing on phoning the store and eventually getting an answer we were told they would call back ..they didn't... I took the damaged part back to the store were I was expected to open up other boxes to find replacement only to find them all damaged bar 1 Staff on the phone were not helpful or on the customer service deck (Homebase for me in the future)
Helpful Report
Posted 6 years ago
Delivery and customer service was extremely dissappointing. Delivery is advertised as 7 days, so when the nearest delivery slot offered for wardrobe doors was 15 days I called and was told there was shortage of vans and this was all they could do. I e-mailed customer service hoping they would help or at least offer a voucher but just got the same, basically saying just live with it. I am trying to get ready for work without mirrored doors, manageable but not great. I've also been needing a small amount of tarmac - £11 worth in a sac, that they will only sell through bulk delivery with a £30 elivery fee, however with the wardrobe doors I thought this would be a great time to orfer, doors do not count as a bulk delivery and I could not combine! What a frustrating company and their customer service definately needs improved.
Helpful Report
Posted 6 years ago
I ordered an item yesterday and chose the “click and collect” option. The total cost of the item was £1.87. I drove a round trip of nearly 60 miles, only to be told that I could not have my goods as I had no ID! I’m am 61 years old and didn’t think for one minute that ID was needed for something that I had already purchased! The young man on the till was obviously embarrassed but couldn’t do anything due to the data protection act! What is this country coming too?
Helpful Report
Posted 6 years ago
I have shopped at B&Q in Chard a number of times now. All the staff have been unfailingly polite and helpful, whether ordering a paint colour not usually stocked, or advising which Christmas tree would be best for me. I have found their customer service to be far superior to some of the larger stores and now shop at the hard store for preference.
Helpful Report
Posted 6 years ago
I thing they have best customer service possible. I felt like talking with a friend. All was solved quickly nicely. Recommend 100%
Helpful Report
Posted 6 years ago
Rude and patronising staff at the Havant branch No customer service skills I will not be returning I will be using Homebase , Eastern Riad , Portsmouth and advising everyone I know to do the same
Helpful Report
Posted 6 years ago
I returned a roll of wallpaper, no receipt and couldnt remember when it was purchased. Very nice lady looked up my post code and card so I was able to get a credit note. Which I spent there and then. This was Killingbeck store last Thursday
Helpful Report
Posted 6 years ago
Two problems over last few weeks 1. Stockport Store: Shelves for wood screw and bolts completely empty. When I asked a member of staff, they said - It has been like that for weeks because we are waiting for a new supplier. They then said there had been a mix up with the proposed supplier and could be a few more weeks before we have any screws at all !!. How can a DIY have no scews or bolts at all. Surely they should phase in a new supplier like everbody else. How am supposed to fasten the B&Q wood together? 2. In July I stopped receiving email receipts and money off vouchers. After several phone calls and mails, B&Q help desk said I had opted out of receiving Marketing Info on the Card web site. When I said I hadn't and had checked it about 10 since July, and even got a new card. They said I was wrong and I had opted out. What is going on here. They don't conceive it could be a software error on their part, especially after one help desk person said that a lot of other people had the same problem after the changes to the Data Protection act.
Helpful Report
Posted 6 years ago
My own experience with B & Q Customer Service in Nottingham has been excellent! After visiting the store to purchase a desk light and bulb I discovered that I had been given the wrong bulb. When I phoned them up Customer Service was apologetic and really helpful. The Head of the Lighting Department, Gillian, phoned me back. She was extremely helpful and really went above and beyond the call of duty of help in a way that is so rare these days. Good customer service is in short supply with so many businesses and I applaud B & Q for their excellent service. I will certainly be using them again. Many thanks Gillian and B & Q.
Helpful Report
Posted 6 years ago
Bought colours brilliant white gloss low oudor paint, worst product I have ever bought, not fit for purpose, it's about as good as painting with water, painted on top of already glossed skirting woudent have thought I had touched it, You shoudent be selling it.
Helpful Report
Posted 6 years ago
Worked started Wednesday 16th May, two days late. We were informed this now necessitated weekend work as the work top survey was booked for the following Monday. The fitter phoned the electrician from site Wednesday AM & informed him the job was starting, the electrician was too busy to attend that week. The fitter spoke to him about B&Q's policy for the electrician to first and second fit. Work commenced and the fitter under took all first and second fit electrics of sockets and under unit lighting with the exception of the cooker circuits which were later connected at the consumer unit by the electrician. I was aware this was not best practice. We had pre arranged guests at the weekend end and were out all day Saturday. When we returned my partner turned on the kitchen light which did not work. She tried the second (two way switch) and got a mild electric shock. We spoke to the fitter immediately, he said it could not be him because if he had drilled a cable the RCD would have tripped ! Did he know the RCD was operational or covered all circuits ? We were left to investigate the fault ourselves. I was unable to find the problem, I sort help from a neighbour and my brother by phone , a qualified. electrician. We had been promised by our fitter the electrician would visit Wednesday or Thursday of the following week, I made safe the live switch and chased B&Q Tuesday or Wednesday to confirm the electricians appointment. After a few calls to B&Q our fitter phoned me, he was clearly quite annoyed I had phoned B&Q and was rude and quite aggressive. I was angered by his call and phoned B&Q to complain. The electrician was now booked for Friday after noon, after some time they found a wall unit mounting had indeed been screwed through the light cable causing the switch to become live. The problem was resolved, the cooker connected & the installation tested and certified. The complaint was dealt with poorly from beginning to "end"
Helpful Report
Posted 6 years ago
B&Q is rated 2.2 based on 2,596 reviews