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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 4 months ago

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

Helpful Report

Posted 4 months 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 4 months 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 4 months ago

Helpful Report

Posted 4 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 5 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 5 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 5 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 5 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 5 months 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”

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Posted 5 months 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 5 months 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 6 months 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 6 months 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 6 months 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 6 months 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 6 months 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.”

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Posted 6 months 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 6 months 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 6 months ago

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