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

“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

“Trying to get a refund from this company is shocking. I have contacted the customer service, which I presume is not in the uk. Have been told 3 different stories so far..... each one giving me a different time scale in receiving my refund for the item I cancelled. Have been very patient, but I'm afraid it looks like I'm going to have to take this up with my credit card company. Totally unacceptable I shall never order from this company again and shall not be recommending them. Please be aware when purchasing”

Helpful Report

Posted 1 year ago

“Item ordered never arrived, took 2 weeks so far to try and get a refund through the utterly abysmal customer support centre based overseas somewhere in a cupboard. Will never order from B & Q again, absolutely shocking service. AVOID”

Helpful Report

Posted 1 year ago

“Utterly shambolic and totally incompetent foreign call centre..!!”

Helpful Report

Posted 1 year ago

“Item never arrived, difficulty contacting customer service, problem escalated three times- nothing happened. Threatened legal proceedings- refund made after six weeks. Won’t be shopping there again!”

Helpful Report

Posted 1 year ago

“Insisting I am in for delivery (booked the morning off work) and then not turning up, isn't acceptable. Sort your logistics out!”

Helpful Report

Posted 1 year ago

“I am creating a garden with my youth group and as part of that we ordered a shed from B&Q. After Realising that the delivery time was too late, I rang their call centre and cancelled the order. I was told that the order was cancelled and I could expect a refund in 3 to 5 working days. A week later, the shed turned up. I spoke to the delivery driver and asked him to take it back as the order had been cancelled, which he did. I again rang the call centre and they said that the order had not been cancelled and as such I couldn’t have my money back until it had been investigated. I have now been waiting over a month for my money back, I get constant emails telling me that B&Q are ‘escalating this’ and ‘looking into it’ but still no money. The really sad thing is that this refund was to pay for the next part of our garden and as such we have not been able to continue ☹️ Buyer beware!”

Helpful Report

Posted 1 year ago

“Ordered Gardening supplies as a bday present from B&Q, took 6 days to deliver and the main items weren’t delivered at all. I have been waiting for over 2 weeks now and have yet to receive any further communications from their customer support team. Worst experience ever, absolutely abysmal service, avoid at all cost!”

Helpful Report

Posted 1 year ago

“Purchased a marquee online from B&Q. Item had four faults, frame buckled, stitching issues, bag weight zip fault and clips missing. Contacted B&Q services and they ask me to contact their supplier and deal with them direct, and told me there name and ask me to find there contact details online. I reminded B&Q team I purchased this item on the B&Q website and paid B&Q for this item. They would not let me return this item to their store which is in my local town. Hopefully this is a warning to others or hopefully someone in B&Q senior customer service teams reads this update and looks at this case and learns from this?”

Helpful Report

Posted 1 year ago

“Do not use this company. New freezer turned up damaged large dent on the door after pictures and lots of emails was offered £23.00 to keep the freezer with a damaged door No thanks not worth the hassle. Will never use this guy's again they just use their name goods are from third party companies 🙄”

Helpful Report

Posted 1 year ago

“Appalling service from B&Q I ordered a Worktop on the 6/5 but due to B&Q’s slow delivery service they only had a delivery date until the 17th. I had to take a day off work to be home for the delivery date as you don’t find out a time until the day before. B&Q delivered the wrong worktop on the day so I immediately called them about it. It’s been 6 days and I’ve still not got a phone call about my order despite being told I’d get a call by 5:30 the same day. I want to cancel my order but as I paid with a gift card they are telling me I can only get payment back on gift card……….i don’t want to ever shop at B&Q ever again. Give me my money back and I’ll shop elsewhere”

Helpful Report

Posted 1 year ago

“Went to B&Q lakeside to get a replacement toilet seat for the teesta toilet we purchased around 6 months back due to a broken slot for the anchor point. No replacements on shelf or the stand showing the required seat not on the seat display but a display toilet model to view, I called a member of staff over he was called Simon who said don't sell separately and wasn't much help at all. I took the display seat off the display toilet and went to the tills to ask would it be possible to either order one or purchase the display seat. Whilst taking talking to the lady at the head of the till section the lady spoke in her ear peace to security as an alert was called out to the people walking round with the toilet seat as may steel. Which my wife and I laughed at. The lady I spoke with asked me to put the toilet seat back on display toilet and she would take one out of a box so I could purchase it. After putting it back on the display toilet and returning to speak with the lady Simon appeared and was taking to my wife he had stopped the lady getting the new toilet seat from out of a toilet box and said we had to talk to the toilet manufacturers to purchase direct and seemed to become hostile. I asked can I not purchase the display toilet seat he said NO gave my wife a piece of paper and said call the manufacturer, i asked to speak to a manger where he the said I AM THE MANAGER (caps for they rudeness) In a tone that wasn't appropriate which made me have anxiety to where we purchased the rake we had and left the store felling quite disturbed with how this level of customer service is appropriate at any stage and levels of anxiety where I did not want to go else where shopping and went home. All in all a terrible experience and won't be returning to this store”

Helpful Report

Posted 1 year ago

“God awful website. Constantly have problems logging in, and on the rare accoasions that I can log in, numerous payment methods fail with the website trying to blame my connection. Shocking doesn't quite cover it”

Helpful Report

Posted 1 year ago

“Website shows cooker type cable for £10.99 per metre. In store they don't sell it by the metre. According to the rather arrogant assistant "it's over there,we don't cut it".that's the B&Q PAISLEY attitude.”

Helpful Report

Posted 1 year ago

“Made an order on 27 Feb 2024 (its now 07 May!), 12 weeks later, still not arrived. Constant phone calls, fobbed off, 'escalated', etc etc. Getting nowhere ARGHHH!!!”

Helpful Report

Posted 1 year ago

“Warning. Do NOT ever purchase a kitchen from B&Q. My kitchen was faulty within 6 weeks of receiving it, I made my first complaint then it took 2 years of emails, house visits, store visits . This made me ill with stress . The kitchen manager said the kitchen was faulty and needed replacing. The surfaces were awful The cabinets rotted and had an oil leaking from them. I was offered a replacement 3 times but this was never honoured . They have now offered me £250 !! Rude, unhelpful staff. £5000 down the drain and needing a new kitchen . How to write a useful review Give your review a title”

Helpful Report

Posted 1 year ago

“I went to Wisbech store tried to order gazebo at customers services but one lady was to much into playing on her phone and showing others her photos and at the same time was supposed to be showing a trainee how to order .i have worked in retail for over 39 years and this woman was a embarrassment to b&q and to the young girl . I then walked out to order it myself online took me a minute to do myself! But order was booked for Thursday and never turned up ! When ringing customer services no sorry or explanation just a answer of they will rebook in the next 48 to 72 hours total lack of customer care I I could give a lesser score I would”

Helpful Report

Posted 1 year ago

Helpful Report

Posted 1 year ago

“I bought b&q vinyl matt emulsion paint product number 5059340232126 as it is supposed to be wipe able. After noticing a mark on my recently painted walls (2 weeks ago) I carefully and gently tried to wipe the mark off, when I did this it removed the new paint showing the old paint underneath. I contacted b&q customer service who said that they can't help and to go back to the store were I purchased the paint with my complaint and receipt, as I was originally happy with the painted walls I have thrown the receipt away, in doing this customer service are unwilling to help. I emailed them stating that it should not be the store that as to deal with this issue as they only sell what is supplied to them and that it should be the responsibility off the purchasing department along with customer services to deal with customer issues. Very poor customer services who seem only to happy to pass on customer complaints to store management/staff.”

Helpful Report

Posted 1 year ago

“I really do hope you are reading this before you are trying to navigate B&Qs shambolic complaints structure because you have been fooled into thinking they are able to fit that bathroom they have sold you and you are trapped by a finance agreement that started taking payment before the bathroom was even started... And if you are at the point of being enticed by their 0% finance deals, it would cost you less to get a loan and pay the interest as their fitting costs are extortionate and around double what you would pay a independent bathroom fitter. The fitters they use are not employed by B&Q and B&Q do not oversee the work whatsoever. If you have an issue with a contractor, in my experience, the issue is most likely going to be directed back at you so make sure have some fight in you. To set the scene: Bathroom was due to start beginning of January 2023 but I had a call the day it was due to start to say the fitter had been signed off due to injury. Next fitter kept delaying, hardly ever turned up, was rude, terrible job. B&Q Regional Manager agreed in March 2023 whole job needed redoing - this took until November 2023 to start. My concerns with this contractor were not taken seriously and I was told to let him finish. Only taken seriously when water started coming through the ceiling in the room below the bathroom and I emailed the CEO 70 times in one day. I will try and summarise 18 months of hell and the 600 pages of evidence I submitted to the Ombudsman. - Bath and taps not fitted properly (second attempt at this) so water was unknowingly running behind the bath until floor and ceiling reached saturation point and leaked into room below. - Discovered stud wall they built was not secured and was held in place by silicone which is not meant to be loadbearing (they had tried to secure a piece of wood with a screw not thick enough to go through said piece of wood...). If someone fell into the wall it would've moved. B&Q not fussed by the safety implications of this. - Only toilet in the house left leaking and unusable, hot and cold taps plumbed in the wrong way, shower plumbed in too low to comfortably shower under... - No protection used when filling and sanding walls (these were walls of new plasterboard that had been skimmed, but badly) so the bathroom, hallway, carpets, kitchen, including inside the cupboards of my small two bedroom home were filled with a thick layer of plaster and paint dust. - Thousands of pounds added to the bill, when contractors changed, over due to the first one apparently having taken incorrect measurements. - No heat proof mats used when welding so left floor scorched. - First contractor had a plasterer in before the old bathroom was removed and stopped replying to my messages when asked about this as the bath, toilet and sink were all moving locations. - Unable to live in my home as a direct result of their incompetence for over 6 months. - Only one bathroom in the house and no safe washing facilities in the house from January 2024 to April 2024. - Contractors lost my front door key. Twice. On another occasion left the door key under a pot on the doorstep (obviously without my permission). - Hundreds of hours spent chasing emails, sitting in store waiting for someone to speak to me, trying to get through on the phone, trying to reorganise meetings that they cancelled last minute. - Management staff are unable to deal with complaints in a constructive way. Combative and evasive attitudes. - Received emails meant for other people; one included all the details of someone else's kitchen that had been ruined. - Someone else's bathroom and kitchen were dumped out he front of my house. - Carpet stained by water from a plaster bucked, wooden floor scratched, light fitting broken. All of these were visible in photographs but were denied which was mind boggling. - Tiles not laid flat to the wall, discoloured/chipped tiles laid, tiles not cut the right size so gaps left, grout and silicone left smeared over tiles, white grout applied using dirty cloth so brown, holes in grout, spacers left sticking out of grout. - Multiple layers of wet paint applied over dirty walls so it then bubbled up. - Silicone looked like it had been done by a child. - Paint, filler, plaster left on the door and window frames. - Ceramic of new toilet chipped, new skirting board scuffed, drawer fronts of vanity unit damaged. - Recesses not built square. The list goes on. And on. And on. It has taken me over a year to get my money back to be able to get someone else to redo it. B&Q need to completely overhaul how they recruit and monitor contractors. They also need to be transparent with the complaints structure and staff need to be familiar with this and able to relay to customers what is within their remit. To finish on a good note, they did hang a mirrored cabinet and it didn't fall off the wall.”

Helpful Report

Posted 1 year ago

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