B&Q Reviews

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

2.2 Rating 2,612 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,612 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

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

“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 4 months ago

“I've ordered a tree online which was delivered in a very bad condition and soon died. After contacting customer service for refund I received a reply that they "have a non refund policy on perishable items such as plants and turf." Very disappointed!”

Helpful Report

Posted 5 months ago

“Absolutely terrible customer service: I rang at 4pm on Monday 5th May to cancel an order that wasn't being delivered until 12th May. The chap I spoke to said he had cancelled it, I would receive an email confirmation within 5 minutes and my refund within 14 days. No email arrived so I rang again at 8.30am today only to be told my order hadn't been cancelled on Monday. So she told me she had now cancelled it, it would take 2-3 days for my money to be returned and I would receive a confirmation email in 24-48 hours. I left the house for 30 mins and found the item dumped outside my door. I rang back to be told again that it hadn't been cancelled and it would take 48 hours to get in touch with their supplier/reseller, after which I can organise returning the item I cancelled 2 days ago that wasn't due to be delivered until next week. Three different people, three different stories. Shockingly bad, I have better things to do with my time.”

Helpful Report

Posted 5 months ago

“I ordered garden furniture from B&Q on 6th April 2025, spending nearly £1,000 — and over a month later, I still haven't received a usable product or even a proper resolution. When the order arrived, one of the legs was damaged. I contacted their support team immediately and was told they couldn’t send a replacement until the order was marked as “closed,” even though it had already been delivered. After repeated calls, false promises, and waiting for updates that never came, I was continuously told different stories by different advisors — no one ever seemed to actually check my account or follow through. I was misled multiple times about a replacement being “in transit” or “on the way,” only for nothing to show up. I even delayed a holiday and waited at home on promised delivery days, wasting my time — only to be told each time that something had gone wrong again. After being completely ignored following a formal complaint, I called again and finally decided to just cancel the entire order out of pure frustration. Now I’ve been told it’ll still take a week for them to collect the damaged item, and 14 more days after that before I get my refund. This whole experience has been absolutely disgraceful. Poor communication, incompetent service, endless delays, and a total lack of accountability. A supposedly reputable company should not be treating paying customers like this. Never again. Save yourself the stress and shop elsewhere.”

Helpful Report

Posted 5 months ago

“Just tried to buy a £200 large olive tree in the Aintree store, only to be told that they don't deliver,how pathetic is that ! No wonder businesses are going under.”

Helpful Report

Posted 5 months ago

“Products really expensive, similar products at Screwfix, local DIY, & Toolstation are cheaper. The BQ card is of no use whatsoever, no points, discount or any value.”

Helpful Report

Posted 5 months ago

“Awful service. They claim to offer a Military Discount, when enquiring about how to do this, they put me on hold for more than half an hour with no courtesy updates or information. After 40 mins, I hung up! Resigning to this, I ordered what I needed on line anyway. There website, says delivery with in 7 days. After paying for the items at checkout (and only then) the give you a delivery date. This was assigned as 15 days form today (29 APR 25). It would seem B&Q are happy to miss-lead you and take your money, which no-doubt they will make interest on. I cancelled the order immediately, but will have to way 7 days now before my money is returned. Appalling service and a confusing website.”

Helpful Report

Posted 5 months ago

“Absolutely shocking of service. Ordered 6 tubs of paint on 19/4 and state be delivered on 25th, it was on offer 3 for 2. On the day received text stating delivering on the day, nothing and no further messages. Phoned them next day and operator stated order was cancelled due to no stock and order has been cancelled. Bloody hell, 100s of branches all over UK ! Could have informed me earlier and i would had picked up myself. How useless is this service.”

Helpful Report

Posted 5 months ago

“Bought a solar water feature, worked for about a week. They refunded me. I was happy to repurchase a new pump/ solar panel as a shame for it to be just thrown away if that's all what was needed. Have been back and forth to these people, Nancy, for about a month now. They say it is out of stock so I have asked for the make and model so I can buy elsewhere, it's like getting blood out of a stone. I couldn't care less where I get it from but just don't want to order the wrong one. They won't give me the info that I need.”

Helpful Report

Posted 5 months ago

“Paul at the Cardiff Gate B&Q Store refused to accept a return which was due to misrepresentation of a product. He then attempted to humiliate me, raising his voice at the checkout and speaking in an aggressive tone before walking away. Customer service dont seem to get back to people for paint problems, irrespective of Consumer Rights. I've contacted customer services, but of course they dont phone me back or email me, as their policy appears to be to deny consumer rights for paint misrepresentation. Would not shop at B&Q again, ever.”

Helpful Report

Posted 6 months ago

“1st time of using B&Q trade point, waited 2 weeks for my door to arrive, spend about 2 to 3 hrs on the phone chasing up the order the wrong door arrive, back on the phone please help when will the right door arrive? sorry sir don't know”

Helpful Report

Posted 6 months ago

“We ordered a chest freezer it came really dinted up including the box I rang them a week again for a new one to be ordered or a refund rhey said they'd email me a week later still haven't gotten a new one or an email back from them”

Helpful Report

Posted 6 months ago

“Had to order Dulux paint online - don't seem to stock the colour any more in store. Waited over a week for it to be delivered and realised that it did not come from B&Q directly but from a 'private seller'??? Ordered set of paint brushes at the same time and have not received them. Had to phone to find out where they were and spoke to someone who didn't understand English. Couldn't make sense of what they were trying to say, only that all their ordered products come from a variety of private sellers and things are sent out separately! Won't be ordering anything else online form B&Q. Rubbish delivery”

Helpful Report

Posted 6 months ago

“If I could give 0 stars, I would They failed to deliver half our order, they informed us it would be delivered within the week. At the time of writing, we are over a week from the delivery date, one our 6th call to complain and we are told that there is nothing they can do, won’t deliver our missing items and won’t issue the refund. They do not care about customers and they will keep money that is owed. This is nothing more than theft.”

Helpful Report

Posted 6 months ago

“Don't buy a voucher from B&Q expecting to be able to use it and buy what you like as it simply isn't possible. As a support worker for a gentleman who has COPD we steadily made our way through the store making sure he was doing ok, he got what he needed for his new home, arrived at the checkout, only to be told that the voucher could be redeemed on some things but not others. This was a huge deal for him and he had to leave the store empty handed. B&Q, your approach to disability is like something from the 1970s, your store in Yeovil has what seems like a permanently broken lift and you allow disabled customers to make what was in the case a colossal effort to get to the store in challenging circumstances only to tell the gentleman I was supporting that he couldn't use the voucher on some of the items, amateur, confusing, careless and zero customer care.”

Helpful Report

Posted 6 months ago

“Got a gift card through blue light card as it had 5% discount and bought loft insulation. Later realised I didn't need it and returned the lot, which was an ordeal in itself as had three missed collections! So days off work, all day waiting etc. Then had to go in store to get a Credit note. You can't use the credit note online so went to order from the shop. You can't use to buy bulk items that come from third parties. Had to buy in smaller quantities to be able to use credit note, which cost me £46 more than ordering in bulk! Credit note expires end of 2025 and still has £ 210 on it! How am I going g to spend that amount in B&Q in 9 months?!! Absolutely appalling. Can't get a refund neither, stuck with it. Worst company ever, treats customers like dirt when there's a problem. No need to say, after this credit note I'll never shop in B&Q again”

Helpful Report

Posted 7 months ago

“I ordered a 1.8 mtr. panel to be delivered , delivery was to be 2 days , on the day of delivery I received a text telling me the delivery had been cancelled for that day and would now be in a weeks time .they had charged £12 for delivery and did not offer any kind of compensation for the delivery failing . meantime I've had to cancel any plans and trades arranged for fitting [not good] . the delivery would have taken about a half hour as I live about 3 miles from the depot. I have since looked at wicks the same panel at the same price delivered the next day for £5 less , needless to say I wont be shopping here again , customer service stinks, even 1 stars too much, at time of posting its been over a week and still waiting .still 3 day till new delivery day.”

Helpful Report

Posted 7 months ago

“Very poor customer service. Received an incorrect item on 30/01/2025. Almost three weeks later it still hasn't been collected for return. Called Customer Service and was told I didn't pass the 'security question', and would have to call back. A complete waste of time.”

Helpful Report

Posted 7 months ago

“Bought a front door from B&Q and it arrived with 3 major faults. Received a reply 3 days later saying 'the issue is being escalated' and they'll be in touch. Over a fortnight later, not a word! The door was attempted to be stolen from our porch so we moved it inside the flat. We still have an outside door in the middle of our hall, and we have young kids and a pet in the house so this isn't safe. All because b&q can't provide any sort of solution to selling a faulty product. Not to mention the £400 it was worth which we worry we might not see back. We could really do without this stress just now, and we will never buy anything from this company again. I'd advise everyone else to do the same because ordering from them has been a nightmare.”

Helpful Report

Posted 8 months ago

“Need delivery sooner than said delivery day.... phoned and had a rude response...no help and complete waste of a call ... customer service none existing.....help if you could have a call centre in England....yes”

Helpful Report

Posted 8 months ago

B&Q is rated 2.2 based on 2,612 reviews