B&Q Reviews

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

2.2 Rating 2,592 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,592 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

Write Your review

Tell us how B&Q made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

118

Anonymous

Anonymous // 01/01/2019

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

“Can you give no stars? Just phoned B&Q to confirm delivery of a heated towel rail that should have been delivered today (ordered 2 weeks ago) only to be told the order had been cancelled. No email, text or phone call to advise. And no refund! No senior managers in the store to speak to. What an absolute s**t show. Head office will be hearing from me.”

Helpful Report

Posted 4 years ago

“I placed an order mid April, got charged fully within few days. Scheduled delivery, got message when it will arrive. Book leave from work, waited all day, no delivery. Not even a phonecall. Took me 4 days to chase, rebooked delivery date, again took a day off and again no delivery. At no point was anyone from B and Q in contact with me. Spent time on chats and phone to hear we are sorry we are escalating it. Nothing. Cancelled order. Found out today that order wasn’t cancelled. Got a phonecall about delivery. Cancelled again. Got refunded partially for what I ordered. Took another phonecall to sort it out. Staff refused to tell me their name claiming it breaches their data protection. Yet they have all my details, I sliding what I ordered yet I had to tell them what I ordered. Will tell everyone about this experience and will never shop at B&Q again. Worst customer service and service in general. EVER”

Helpful Report

Posted 4 years ago

“Bought a Cooke and Lewis sink which carried a 15 year guarantee, after 8 years its leaking from the corner. After many many calls and no positive response im now told I need a receipt as my order is on the old system. A big cop out if you ask me, they even tried to say that they may give me a proportion of the amount based on the time I've had it.....rubbish a guarantee is a guarantee and they couldn't show me this. This company are bandits, they take your money and have poor after sales”

Helpful Report

Posted 4 years ago

“Very poor customer service .I placed an order online and after few days they just cancel without any explication.I spent days for nothing waiting for delivery.”

Helpful Report

Posted 4 years ago

“I visited your kitchen section today in Southend. No base units on shelves in three sizes I wanted. Found 3 staff sitting on computers where I couldn’t enter as all sealed off. Asked one of them (a young lady with blond hair) If she could help me. Very reluctantly said ok, in a tone that made me regret asking for help. Proceeded to the section in question and realised there were no sizes of units that we required. Said can’t get any down from top as machines all broken. I asked when more would be available... don’t know. ‘How do I buy them then?’ I asked... ‘Can’t help you, I don’t know!’ Her attitude was so rude and totally ruined my experience. I drove to Wickes in Rayleigh and obtained everything I needed but very helpful staff! Never again will I shop in B&Q Southend. Rude is not the word! Thanks for ruining my day with your sticking attitude!”

Helpful Report

Posted 4 years ago

“Let me start by saying the only reason I have giving 1 star is because a star must be given! Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had bring out in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. Which turns out they did not do this. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock, and would be delivered on the 12/05/2021. To which nobody within B&Q thought it was appropriate to inform us. The oven has not been delivered as promised.So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise my 3rd complaint, as B&Q have decoy to close the first two down with out speaking with me. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens.”

Helpful Report

Posted 4 years ago

“Fobbed off with damaged sink - click and collect from Trowbridge so I didn't realize until I got home. The box was ripped apart, filthy and taped back together with Selotape. The sink is a black granite composite and had scratches all over and a corner knocked off. What a shower of con-merchants. Avoid them unless you can fully inspect the item on the day.”

Helpful Report

Posted 4 years ago

“Myself and my boyfriend placed an order with B&Q Glasshoughton on the 29/12/2020. This has by far been the worst decision we have ever made! They measured our kitchen 75ml too tall and 600ml wider than it actually is, this meant when our kitchen arrived in tall units it had to be sent back and a reordered in standard size, which In turn meant having to wait weeks. We found out on the 3rd visit that the order had been put in our joiners name, so they refused to speak with us about the issues. We had to go back in store with our joiner to change in to our name. They then gave us the wrong delivery date for the correct size kitchen to be delivered. We again went back into store, this time we was informed the kitchen that they had tried to deliver was out of stock, and in fact not on a delivery van. We ended up going online and checking the store stock. We had to pick our own kitchen and have a discussion with the manger to let us take the kitchen we had picked home. We have been waiting for our oven to be delivered, this should have being done on Saturday the 17/04/2021 we was told the oven would 100% be with us due to all the previous issues. This was not the case I had to phone customer services, to be told that the oven was in fact out of stock. To which nobody within B&Q thought it was appropriate to inform us. So after I decided to issue a complaint, today my joiner was contacted by B&Q regarding the complaint i the actual customer has raised, because the in store staff didn’t feel the need to update out contact details when previously asked. I have again had to phone customer services to raise a further complaint. Worst customer experience I have ever received in my life. I would 100% people pay that little bit extra and go to Wickes or Howdens. Sammy”

Helpful Report

Posted 4 years ago

“I paid click and collect- told to collect at 6pm as outlined it was ready to collect on the order page for 5:50pm Went to store to collect told it’s not available. Go home and wait! Manager was extremely rude and did not help me. Bnq are demonstrating fraudulent activity by way of taking my money without providing my product. I would not have ordered the item if it was not available. I see no reason why the store should keep hold of my money for 3-5 working days when you they took my money immediately! I am not accepting that their was a system error. It’s a load of rubbish! It’s THEFT! I Was then given a number for customer services however LOL the number was unavailable and disconnects after a short voicemail- Yet; online it states until 8pm! I cannot believe that this company can be allowed to do this! Well looks like Trading standards will have to step in.”

Helpful Report

Posted 4 years ago

“Total Garbage company, delivery service is a total disgrace! I will never use this company again or any sister company in Kingfisher plc lies, failures and failures it is a shame it took me 5 or 6 deliveries and thousands of pounds, I don't mind the odd failure or being told they cannot make it, but a 100% failure record....”

Helpful Report

Posted 4 years ago

“Ordered compost and they failed to deliver on the specified day despite customer services insisting that it would be, (this was after a 32 minute wait on hold) My recommendation is if you want something delivered use Wickes.”

Helpful Report

Posted 4 years ago

“Just been to sidcup branch to collect an order after receiving an email saying it was ready then received email saying wont be ready until tomorrow spoke to so called manager very rude man no qualities in customer service cancelled my order without my permission wi never shop here again plenty other DIY shops one lie after another avoid at all cost”

Helpful Report

Posted 4 years ago

“Went with friend to Gt yarmouth BandQ Trying get wood cut for shed roof. Pushed from pillar to post nobody anywhere would help or give info. No interest or help from staff. Went to Jewsons around corner verh helpful couldnt do enough for you. Wont be going band q again I will be going to JEWSONS.VERY HELPFUL.. GOT EVERYTHING HE NEEDED NO FUSS. D.”

Helpful Report

Posted 4 years ago

“Dear Mr Graham Bell, I felt it absolutely necessary to write into you. I'm a UK resident and have been all my life and as far as I can remember B&Q has been around for many years, built its reputation and position within the UK Building Industry. I have always shopped at B&Q for all my DIY requirements and never have I been disappointed until this time and what a disappoint it is! Last year my family & I decided to re-do our main bathroom and decided to work on the project with B&Q. Although it was lockdown, we still went into B&Q Acton to look at options and see what advice B&Q can give us. We started with a design specialist who went through the design back in November and then all finalised and the order was placed in Jan 2021 with fitting was organised for March 2021. Now the core of my complaint is as follows, I expected B&Q to advise me and guide me from design to selecting my entire bathroom suite to which they did. This has all been an absolute shambles, I trusted B&Q so much that I even went with a recommended bathroom fitter by B&Q Now I have spent nearly £6,000 for the purchase and fitting of the bathroom. Now put yourself in my shoes, after having spent as much money as that, you would expect to be happy and content, but that's not case! My family & I are so very upset and not happy at all with the job: - The design we had accepted on the basis of B&Q's advice and recommendation, on the computer it looked good and I would have thought in reality it would also look and and be usable but that's not the case at all. - The bathroom fitter recommended by B&Q we went with only on the basis on recommendation by B&Q. Once the work started we did start to notice that the fitter and his team did slack which we picked up on and all the constant chasing and nagging to get him to do the work on time and in a clean and professional manner, but that did not happen at all. His work was very un-professional and dirty. - The Bathroom is complete and its just been a few weeks, the showers not heating up, controls not working, toilet roll holder has fallen off, the there was a leak from the shower which came down into my kitchen, cracks in the fresh new grout, basin tap not fitted properly, toilet flush not working as it should and have to flush many times again and again. - The shower and bathroom design as you know was on the recommendations of B&Q, its just not right and the shower is just very small. I remember mentioning on a number of occasions that please design the bathroom based on good use of space and this has not been the case and we are not happy at all! - B&Q and the B&Q recommended installer has made an absolute mess of my bathroom, and my family & I have no choice but to re-do the entire bathroom again, as this newly done bathroom by B&Q will just not work for us. - it is only fair that my family and I are compensated for this absolute mess, we are looking to have the bathroom redone now but now need to save all over again, this is just not fair! - Mr Bell what are you going to do for your loyal customer ?”

Helpful Report

Posted 4 years ago

“Spent about 2 hours trying to place an order before giving up because the website constantly crashing. Eventually managed to place the order the next day. Was told it would be delivered in the morning but didn't arrive until fine 3pm without any notice that it was going to be late. One of the items missing, one fence panel that was warped and not properly treated and another one is broken. Was told by the delivery people that customer services would be in touch and have tried to get in touch through the website but no response.”

Helpful Report

Posted 4 years ago

“I ordered a fitted bedroom in August. It arrived in October (most of it) but I am still waiting for wardrobe doors. I appreciate supplier difficulties with certain items...but really. The aftersales was a complete shambles to begin with as well (call centre in Scotland) with huge wait on the telephone and IT difficulties. The wardrobe doors do turn up in dribs and drabs so I am hopeful that at the end of May the last two remaining doors will appear, although this will be the third day I've taken off work to wait for an incomplete delivery. My advice is go to B&Q for the odd hinge, pot of paint and gladiola but do not purchase ANYTHING you can't physically carry out of the store. I did manage to speak to one very helpful customer service lady who mentioned some form of compensation once this has all been finalised but I'm not holding my breath.”

Helpful Report

Posted 4 years ago

“B&Q are generally OK but my experience with their delivery was awful! They did not come on the day agreed and it was vary very difficult to contact them, I spent hours on the phone, waiting for ring back etc. Eventually I cancelled the order! Several days later a delivery arrived which I refused. There delivery and order back up is a shambles. They seem fine when you want to order and then it goes pear shaped!”

Helpful Report

Posted 4 years ago

“Big order placed and only the products coming directly from their supplier arrived. Failed delivery (not told it wasn’t coming), extremely poor communication and 8 calls to customer service. Hung up on twice because no one from stores would answer them. They cancelled part of order and didn’t bother telling me. Told would have to wait at least 40 hours to speak to a manager! Probably because they are dealing with hundreds of complaints already 🤬 only reason for 1 star is instant refunds. Never using them again”

Helpful Report

Posted 4 years ago

“I placed the above order on Thursday 25th March at 16:54 as I only needed 2 pieces of wood, which would be ready for 18:00 with the 1 hour click & collect service you offer. I informed my wife that I was popping to B&Q. She then told me she needed some other items, We agreed that we would go into store collect her items while I was waiting for my order. My wife went on to spend £170.44 in your store on garden materials and we placed these in the car at 17:55 therefore confident I could join the queue for the click & collect knowing it would be past 18:00 once I got to the front of the queue. It was indeed 18:05 when I spoke to Abigail at the click & collect counter where she explained that my order wasn't ready. I happily offered to move aside to allow Abigail to continue with other customers. It wasn't until a few moments later and listening to a conversation Abigail had with her colleagues that I realised my order hadn't even been started, and I would need to wait for it to be picked. This was frustrating because in hindsight I could have collected the items myself while shopping with my wife. However your promise of 1 hour click & collect had failed and I wasn't to know. What else was frustrating was the number of B&Q staff around the counter yet Abigail was the only one seemingly doing any work and some where actually packing up to go home. Abigail put out a tannoy request for a C&C picker to come to the desk, again some minutes past and still no picker. Then a lady (I don't know her name) said reluctantly "I'll go and get it" (meaning my order.) in this time my wife and I saw customers come and go from the C&C desk, who also brought other items that wasn't on their original order and was allowed to pay for them at the C&C counter. after around 10 minutes my wife had started to wander around and actually found some nails that she needed for the artificial grass we had purchased. Therefore stayed at the C&C counter believing we would be allowed to pay for these nails in the same manner as other customers. Eventually our items arrived at the C&C desk at 18:20 and the lady who collected the items proceeded to check my ID. I asked if we could pay for this extra item, to which she point blank refused. stating we would need to go through the checkout. I pointed out that other customers had been allowed to pay for extra products, She stated they shouldn't have done. and was quite rude in her response. so my wife had to go back through the checkout. It is not my fault there wasn't another member of staff available to deal with my order, it should have already been dealt with. She seemed very annoyed that she had to collect my items, again not my fault. Overall. the Click and Collect service was not an hour. therefore false advertising. I didn't receive the same level of service that other customers received and then one member of your staff was rude. I am absolutely annoyed with your company after spending almost £200 in store/online in one day and I get spoken to the way I did. Thanks for poor service and even worse customer service, I will take my hard earned cash to other DIY stores in the future. Please, please, please ensure all customers receive the right level of service going forward, and identify the lady who spoke to me in the manner she did. I received an email back from B&Q, Stating my complaint had been past on to the Milton Keynes store and would be contacted within 48 hours. I had to send another email 10 days later as follows I have still not received an email from the Milton Keynes store and is now 10 days since your email. Therefore, I can assume the Milton Keynes store believe the treatment I experienced on my visit is acceptable, moreover they have no need to contact me nor offer an apology. This is even more disappointing than the original complaint.”

Helpful Report

Posted 4 years ago

“I cancelled my order week ago but I didn’t receive my refund yet. I called customer service but they said that they couldn’t do anything about it and they need to inform the store. I am waiting for my refund. I don’t know they are going to refund me or not”

Helpful Report

Posted 4 years ago

B&Q is rated 2.2 based on 2,592 reviews