B&Q Reviews

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

2.2 Rating 2,591 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,591 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

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

“Ordered a duvet set through b&q but one of their partners fulfilled the order. Wrong size arrived , I explained it to them and said I was in Ireland so had to pay import duty, they said no worries it’s our fault return it and we’ll refund in full. Conveniently their “returns” label didn’t work so I stupidly forked out more money to post this set back and sent all my receipts by email for a refund including details of the package tracking. They are denying that they received it and are emailing, after I chased endlessly, asking for me to resend the tracking details, just making me jump through hoops. I’ve now given up hope of getting my 79 euro back.”

Helpful Report

Posted 9 months ago

“Had radiators ordered and never received. Order comes direct from B&Q verified seller and never seen. Order value £753.80. After deep investigation such as searching for CCTV and asking my neighbours now I had to deal with Bank transaction and Police report… Shame”

Helpful Report

Posted 9 months ago

“Worst refund experience of my entire life. My wife and I purchased a set of shelves from a B&Q "verified seller". The item never arrived but we received a notification that it had been delivered. The Parcelforce proof of delivery showed a picture of a completely different front door to ours. We reached out and sent a picture of our front door as proof of a mistake. We thought that would clear up any misunderstanding as it was a clear-cut case of courier's mistake. To our surprise, the "verified seller" was completely dismissive and said that Parcelforce say they'd delivered and that's that. We asked B&Q to step in but they would usually just refer the matter to the seller who in turn would dismiss it again. Every time we pleaded for their help a completely different person replied to our message, and they clearly never spent two minutes looking at the details of the issue. One person actually admitted that we were right and the seller should reimburse us but we never heard from that employee again. The ticket was closed in the end and we are now forced to apply for the help of the Financial Ombudsman Service to get justice. This is an absolute disgrace, I have never not received a refund for a lost parcel in this country or any other. I even got a refund from communist China - but not from blooming B&Q!!! Honestly friends, it's not worth your time. As much as I hate that other big online marketplace (you know which one I mean) for being a soulless corporation and evil in so many ways, at least they give you an immediate no-fuss refund. And now we're £110 out of pocket because we made the mistake of buying from B&Q. Never again.”

Helpful Report

Posted 9 months ago

“B and Q save their sellers for doing fraud and does not allow to post review against them by saying it is not as per our policy. Their seller kept the product and didn't refund the money after many escalations they just closed my case and not allowing me to post reviews against him. I gave them many proofs where other people have written same comments for that seller. Still they keep him as verified seller. Do not buy anything from B and Q as they do not follow any policy or practices.”

B&Q 1 star review on 11th September 2024

Helpful Report

Posted 9 months ago

“I tried to buy a shed at your Bridgend branch but was told only click and collect online. I am a pensioner without a computer.. told Cardiff had them in stock so drove there. I tried to buy one by my card to collect next day with a van. They said they could not keep it for me only click and collect. Phoned them next day to check they were in stock and would come with a van. Told again only click and collected. After an argument sold us one for cash and we took it home. Not offered free delivery or discount. Very poor customer service will not buy a large item again from B&Q. She’d had no pre drilled holes took hours to assemble I am not happy.”

Helpful Report

Posted 9 months ago

“Worst customer service line ever. Had to call over 10 times to sort out a pick up for a return on doors. Took over a month for a date to be set up after being told that they will call me within two days on over 6 different occasions. Still hasn’t been sorted”

Helpful Report

Posted 10 months ago

“I have been waiting since June for my compensation regarding a shower panel that literally whilst my husband was inside.apart from a cut foot no damage to him. I then had to pay for a new panel to be installed which BQreplaced.i then had to pay £180.00 to have it fitted . I have phoned , emailed an unbelievable amount of times and have been fobbed off every single time.apparently it has been elevated three time to god knows who as nobody has ever contacted me although I’m told they would.I could have milked this by saying he was badly injured but I didn’t .all I want is the price for the fitting nothing else Lesley palazzo ref 8007874848”

Helpful Report

Posted 10 months ago

“Purchased outdoor steel seating in June 2023 and it had a 2 year manufacturers guarantee. In July this year unfortunately one of the single chairs failed and the screw which held the back rest up would not hold. So didn't think this would be a problem so I rang Customer Services on 3 occasions and got a different answer from each person and got put through to the Kingfisher Electrical department twice even though it is garden furniture. On the 2nd occasion the electrical appliances department put me through to the Executive Customer Care Team and the gentleman there was very helpful. After sending multiple pictures to this department the quality care team decided that it wasn't a failure of the chair, the Quality Care Team felt it was my fault that the chair had failed even though they haven't physically examined the chair despite offering on numerous occasions to take the chair to the local store for a physical inspection. Completely unsatisfactory and I have escalated the problem to the Furniture Ombudsman for resolution. All the best of luck if you purchase anything with a guarantee from B and Q and hopefully you won't have to contact their Customer Services as they are diabolical. If you have an issue you need to get put through to the Executive Customer Care Team who at least can help a bit :(”

Helpful Report

Posted 10 months ago

“Waiting on a delivery that has been reschedule twice now and with no guarantee they will deliver as apparently I have to inform them that my road is narrow. Other companies deliver without any issues but B&Q decided to bring a massive lorry to deliver a few plasterboards and wood timber. They showed lack of professionalism or any planning with regards to it. They won't take any responsibility for the time and money that I wasted because they failed to deliver twice and only notifying me on the day. Don't buy from them if you want something delivered, not worthy.”

Helpful Report

Posted 10 months ago

“What a shower! Buy something r pensive which is to be fulfilled by one of their ‘partners’: silence til I chase online then get a ref no from the supplier and NOTrscking no. Gone past date due for delivery according to them and still no wiser. My contract for purchase is with B&Q not third party supplier so Bq ought chose to resolution not me having to call all around Britain! And no one answers! BQ own chat line not working for three days!!!!!”

Helpful Report

Posted 10 months ago

“AWFUL. AWFUL. AWFUL. Tried to send back furniture and they have arranged THREE pickups on THREE SEPARATE days and FAILED to turn up every single time. No apologies whatsoever. Absolutely HORRENDOUS company - AVOID at all costs and SHOP LOCAL with a company that actually cares about your business.”

Helpful Report

Posted 11 months ago

“B&Q are totally incompetent and their customer service is non existent, turns out the item i bought was sold by a 3rd party which wasn't very clear, information on the B&Q website was wrong and misleading, missing key pieces of information. Contacted B&Q and told not their problem even though they handled the payments and contract of sale and told me to contact the 3rd party. Another high street store out sourcing everything, another struck off the list”

Helpful Report

Posted 11 months ago

“Terrible experience with a large online order for loft insulation and boards. Paid the £30 for a booked delivery slot and received the confirmation but it never arrived. I kept being promised it would arrive by 8pm, then next day. It still didn't arrive and I was then told a multitude of different reasons until i lost confidence and patience and asked for a full refund. The whole process was painful and I must have wasted over two hours on the phone to the useless customer service number (most of the time I was on hold.) Definitely never coming back.”

Helpful Report

Posted 11 months ago

“This is for Marcell, at Norwich B&Q, Boundary Road store. Went to the building supplies till area and asked for a brown soil pipe, slow bend and 2x connectors. The lovely Marcell looked these items up on his and held computer and declared they did not stock them and they were probably online only items. I went to make sure the information given by this young, male employee was correct, and guess what, I found 6x bends and 12 connectors. I went back to show the staff that they had them in stock and was greeted not by an apology by either Marcell or his manager, who although the whole discussion was held a metre away from him, decided to adopt a "deaf ear" to the proceedings. Well done to the pair of you. The lady employee at the collection station, however, found the items on the computer and that there was plenty of stock, but of course she was only a woman and apologised for their male chauvinism.”

Helpful Report

Posted 11 months ago

“Just bought a £100 B&Q giftcard only to find out it can’t be used to purchase almost anything from B&Q or their website and no refunds do I’m literally out £100. I’ve never seen a giftcard from the literal store itself that doesn’t work in the store?? Make it make sense.”

Helpful Report

Posted 11 months ago

“Awful customer support I bought a garden coffee set for £780 from B and Q online on 13th.June.They said the delivery date would be Friday 21st.June. The set never arrived. I contacted the customer care number they provided. It is a call centre in South Africa. Despite 6 further calls to South Africa over an 11 day period, and 3 visits to my local B and Q store, I still have not received a refund. I have told the local store manager that I was taking legal action and the manager has informed me today that the order is finally cancelled and that a refund will be processed soon. This has been a long and drawn out battle and I have found this whole experience stressful and extremely frustrating. The local store manager told me there was a problem with the B and Q SAP System and offered me a derisory £20 in compensation which I refused. I still await a refund. I will not shop at B and Q again and would advise anyone to reconsider before ordering anything online from B and Q. Their customer support is disjointed and not fit for purpose.”

Helpful Report

Posted 1 year ago

“Customer service is none existent”

Helpful Report

Posted 1 year ago

“Bought a Macallister cordless drill. Needed to buy a spare battery and charger. My model has been discontinued. Not that it is 100 years old? I bought a BQ wood planer. It disintegrated on its first use on a summer house wooden window frame. I own a Dewalt and a Bosch. The lesson is, don't buy cheap Chinese rubbish.”

Helpful Report

Posted 1 year ago

“Delivery yesterday due 11.30 to 1.30. Didn't arrive and no phone call. Rang store and spoke to a woman who couldn't understand what I was saying and I could not understand her due to her accent. Transferred to someone else in the bay who said to give it more time and refused to contact the delivery crew. Delivery then called me and he was incredibly rude, no apology and said Delivery would be 3pm. By this time I was not at home and he wanted me to go back home or get a neighbour to take delivery. I put phone down on him as he was disrespectful yet calling me Ma'am as if that made it OK. Tried calling store again a number of times and no reply now. Been told by customer service line that delivery would be sent out again today and then got a text a few hours later to say delivery would be in 3 days. Again no one had the courtesy to call me. Apparently the store manager will call me when it's been investigated but not available to talk to me at the time. This is the second time I have tried getting a delivery from B and Q and both times it has been a shambles and customer service atrocious.”

Helpful Report

Posted 1 year ago

“Based on my recent experience with B&Q, I feel compelled to share my disappointment regarding their customer service and seller management. I ordered the Einhell 18V Twin Pack (PXC Combi Drill, Metal Chuck, Impact Wrench/Driver, and Battery) from their website. However, upon receiving the package, I found that the impact wrench and drill bits were missing, which was particularly frustrating as the impact wrench was the main item I required. The seller, Buyaparcel, informed me that the issue was due to B&Q's listing error. However, the only resolution offered was a return or a discount, neither of which addressed my immediate need. The most frustrating part was the lack of communication and resolution. Despite being promised replies within 48 hours, I found myself waiting for over a week with no significant progress. I requested a return label, but no action was taken. Even when I contacted B&Q customer service, the responses were unhelpful and dismissive. The representative, Zukiswa, merely reiterated that the seller was responsible and did not provide any proactive solutions. In a situation like this, I would have expected B&Q to step in and resolve the problem promptly. An immediate full refund without waiting for the seller's response, or sending me the missing items from their store's inventory, would have been a reasonable and satisfactory solution. This level of proactive customer service would have demonstrated their commitment to customer satisfaction and maintained their reputation. In comparison to other platforms like Amazon or eBay, B&Q's handling of this issue was subpar. There was no buyer protection, and B&Q showed little accountability for errors on their platform. This experience has left me highly unlikely to shop at B&Q again. Their customer service did not resolve my issue, and I ended up out of pocket with incomplete orders. Overall, my experience with B&Q was very disappointing, and I would caution others about the potential for similar issues and poor customer service.”

Helpful Report

Posted 1 year ago

B&Q is rated 2.2 based on 2,591 reviews