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

“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 3 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 4 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 4 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 4 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 4 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 4 months ago

“I spent over £100 on paint and decorating supplies. The paint arrived leaking in box (only apparent once I’d opened the box and covered myself and my flooring). B and Q sounded helpful at first but have missed two collection times and have failed to call me back twice! Refund not forthcoming despite pictures being sent as requested”

Helpful Report

Posted 4 months ago

“I ordered many items some of which were supplied direct some from a third party, the items from the third party supplier are two weeks overdue and neither B and Q or the third party supplier Home Direct are responding to my request for an update or refund. There's a lot to be said for shopping local”

Helpful Report

Posted 5 months ago

“Item not recieved no updates no refund cut off calls when talking help and support ?? Order been stuck on processing from when i first ordered”

Helpful Report

Posted 5 months ago

“Appalling service, sent me partial item, nobody in customer service tries to help, got a really rude rep on the phone who was speaking over me, won’t issue refund, holding my money for a month when they cannot send me a replacement. I would avoid buying anything from them online.”

Helpful Report

Posted 5 months ago

“I suggest all you guys out there who have a bad experience with B&Q email the CEO of B&Q Graham Bell which I did a few days ago. A month ago WE went into B&Q and saw the tiles we wanted, the 11 boxes we needed were physically in front of us and were booked for delivery. A delivery message arrived but there was an excuse for not delivering unavailable amazing as the stock was right in front of us. I personally believe the stock was given to another order. I contacted the customer service 3 times but they have not a clue what customer service is. The tiles we ordered are at other depots near reading but nobody has thought of taking those tiles to fulfil our Order I have had no communication from B&q So I am hoping the Ceo gets back to me.”

Helpful Report

Posted 5 months ago

“Ordered a toilet seat online. Arrived with a torn box( had so obviously been opened and resealed with tape). The toilet seat cover was scratched, fixings missing, stains on the seat and inside of lid. Customer services useless. Told to return to store, which I did and was issued a refund. This toilet seat had so obviously been used and returned. I feel very angry that I had been sent an item that had been contaminated with people's body fluids, when I am so particular about cleanliness and avoiding anything that will be detrimental to my health. To say I am angry is an understatement! I intend speaking to environmental health about this company. Avoid at all costs. Wish I had read the reviews on here”

Helpful Report

Posted 6 months ago

“I was chasing for a month from money taken out of my account from a product ordered from B and Q. The seller-Coral that B and Q were advertising products for did not respond to my 4 messages via B and Q's "contact seller" button link on their website. I was then advised contact Royal Mail who claimed no responsibility and advised contact the seller. It’s disappointing how B and Q are advertising products from companies that take money for goods which are not received, the seller ignores messages/contact thereafter, and Royal Mail claims no responsibility. B and Q have responded 3 times with an automatic reply asking me to repeat my complaint in another application which i have repeated 3 times in new applications. B and Q then respond saying, sending multiple applications will push you to the back of the queue. Its been 4 months to date with no response to my complaint. B and Q had said that they do not have contact details of their Head of Complaints and refuse to escalate the complaint by just ignoring my messages. Absolutely terrible how customers are treated and messages ignored from such a company as B and Q. Is B and Q able to respond as i have now wrote on Trust Pilot and Resolver, which helps individual escalate complaint to companies. B and Q are not even responding to my numerous complaints via Resolver! order ref: 1043564886-A”

Helpful Report

Posted 6 months ago

“Paid for wallboards never delivered they said they were delivered then they changed their minds saying they were never delivered. Customer care pure 🤬🤬🤬still waiting on my refund after 3 phone calls saying you’ll get it in 3 days. This is 3 weeks later still no refund. Cowboys.”

Helpful Report

Posted 6 months ago

“Ordered something for home delivery on a DIY project. The guidance meant I ordered too much which isn’t normally not an issue. Went to return the unused item which they wanted to charge me £50 admin fee to return it. Then claimed I could not return it to a store as over 30kg when it was 15kg. It’s expected on any project you should make sure you have enough. Nothing special order or a batch item - just a regular item. Never again will just use a local supplier next time.”

Helpful Report

Posted 6 months ago

“I bought a brown wooden tv cabinet online with B&Q however the very next day I decided to i actually preferred the cabinet in white and so I called their customer support team but was told they had nothing to do with returns; its down to the company company responsible for shipping the items. I was given another number and told to fill out a form, with no guarantee of anything. I was later contacted and instructed that ince delivery comes yo my door for me to refuse it so its sent back to the suppliers. I think i have made a big mistake shopping with B&Q. Is this not going to confuse and complicate things? I bought purchased the cabinet on the 4th Dec and filled out a request form online on the 5th Dec.”

Helpful Report

Posted 6 months ago

“Ordered a fence panel for delivery Was asked to update there aapp to follow my order. It stated i had no orders. Called numerous times no answer. Tried the online machine. Then emailed but kept coming up error and wont go through. Had a text to say delivery will be today Called customer service a further 4 times and have now given up. Totally useless online service that is set up to evade customers. Took day off work to sit in waiting. Dont deserve a score of 1”

Helpful Report

Posted 6 months ago

“delivery very late nearly 4 days still haven't got my items. customer service they would chase and get back to me - never did I chase it again and get told it was sent out by DPD on friday (its now monday) i called them out as liers, DPD had emailed me on the saturday saying they are waiting for the items. Then i get told the items couldn't be found and they would then process the orders again, and i should expect the items tomorrow, proving even more they were trying to fob me off without even looking into the issue. On top of this frustration every time i call it is answered by a foreign call centre and their accent is very thick and difficult to understand.”

Helpful Report

Posted 7 months ago

“Purchased an outdoor Christmas tree for £54.99 from Stratum via B&Q. Arrived within a few days as stated. Put the frame together and then decided to test the lights prior to completing the set up. Lights did not work. Contacted B&Q. They informed me it was a 3rd party seller and they would contact us. 24hrs later had a response from Stratum asking what was wrong with the product. Responded instantly. 24hrs later a further email from Stratum asking if the product was damaged. Contacted B&Q stating our frustration and sheer lack of willingness to help us who said they were going to emulate the matter. We also stated that we no longer wanted a replacement we now actually want a refund as we have lost all faith in the 3rd party seller and there willingness to help. We have received a further email more than 24hrs later informing us that we have to return the product at our cost to receive a refund. I am surprised B&Q are dealing with a company as poor as Stratum and have lost all faith in both companies and will now forever advise people to use neither. Despite B&Q taking the money from my account as the statement shows they can not get involved as it's a 3rd party seller. Be careful with both companies. Next call is with Trading Standards. John.”

Helpful Report

Posted 7 months ago

“Order never arrived, not even dispatched. Customer service team can’t tell me when/if it will be delivered or get a refund. They took £500 off me with no concern about me receiving the actual product. They say they are sending me a refund confirmation but as I already never got a delivery dispatch I expect to be ignored yet again.”

Helpful Report

Posted 7 months ago

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