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 have been waiting since June for my compensation regarding a shower panel that literally whilst my husband was inside.apart from a cut foot no damage to him. I then had to pay for a new panel to be installed which BQreplaced.i then had to pay £180.00 to have it fitted . I have phoned , emailed an unbelievable amount of times and have been fobbed off every single time.apparently it has been elevated three time to god knows who as nobody has ever contacted me although I’m told they would.I could have milked this by saying he was badly injured but I didn’t .all I want is the price for the fitting nothing else Lesley palazzo ref 8007874848”

Helpful Report

Posted 1 year ago

“Purchased outdoor steel seating in June 2023 and it had a 2 year manufacturers guarantee. In July this year unfortunately one of the single chairs failed and the screw which held the back rest up would not hold. So didn't think this would be a problem so I rang Customer Services on 3 occasions and got a different answer from each person and got put through to the Kingfisher Electrical department twice even though it is garden furniture. On the 2nd occasion the electrical appliances department put me through to the Executive Customer Care Team and the gentleman there was very helpful. After sending multiple pictures to this department the quality care team decided that it wasn't a failure of the chair, the Quality Care Team felt it was my fault that the chair had failed even though they haven't physically examined the chair despite offering on numerous occasions to take the chair to the local store for a physical inspection. Completely unsatisfactory and I have escalated the problem to the Furniture Ombudsman for resolution. All the best of luck if you purchase anything with a guarantee from B and Q and hopefully you won't have to contact their Customer Services as they are diabolical. If you have an issue you need to get put through to the Executive Customer Care Team who at least can help a bit :(”

Helpful Report

Posted 1 year ago

“Waiting on a delivery that has been reschedule twice now and with no guarantee they will deliver as apparently I have to inform them that my road is narrow. Other companies deliver without any issues but B&Q decided to bring a massive lorry to deliver a few plasterboards and wood timber. They showed lack of professionalism or any planning with regards to it. They won't take any responsibility for the time and money that I wasted because they failed to deliver twice and only notifying me on the day. Don't buy from them if you want something delivered, not worthy.”

Helpful Report

Posted 1 year ago

“What a shower! Buy something r pensive which is to be fulfilled by one of their ‘partners’: silence til I chase online then get a ref no from the supplier and NOTrscking no. Gone past date due for delivery according to them and still no wiser. My contract for purchase is with B&Q not third party supplier so Bq ought chose to resolution not me having to call all around Britain! And no one answers! BQ own chat line not working for three days!!!!!”

Helpful Report

Posted 1 year ago

“AWFUL. AWFUL. AWFUL. Tried to send back furniture and they have arranged THREE pickups on THREE SEPARATE days and FAILED to turn up every single time. No apologies whatsoever. Absolutely HORRENDOUS company - AVOID at all costs and SHOP LOCAL with a company that actually cares about your business.”

Helpful Report

Posted 1 year ago

“B&Q are totally incompetent and their customer service is non existent, turns out the item i bought was sold by a 3rd party which wasn't very clear, information on the B&Q website was wrong and misleading, missing key pieces of information. Contacted B&Q and told not their problem even though they handled the payments and contract of sale and told me to contact the 3rd party. Another high street store out sourcing everything, another struck off the list”

Helpful Report

Posted 1 year ago

“Terrible experience with a large online order for loft insulation and boards. Paid the £30 for a booked delivery slot and received the confirmation but it never arrived. I kept being promised it would arrive by 8pm, then next day. It still didn't arrive and I was then told a multitude of different reasons until i lost confidence and patience and asked for a full refund. The whole process was painful and I must have wasted over two hours on the phone to the useless customer service number (most of the time I was on hold.) Definitely never coming back.”

Helpful Report

Posted 1 year ago

“This is for Marcell, at Norwich B&Q, Boundary Road store. Went to the building supplies till area and asked for a brown soil pipe, slow bend and 2x connectors. The lovely Marcell looked these items up on his and held computer and declared they did not stock them and they were probably online only items. I went to make sure the information given by this young, male employee was correct, and guess what, I found 6x bends and 12 connectors. I went back to show the staff that they had them in stock and was greeted not by an apology by either Marcell or his manager, who although the whole discussion was held a metre away from him, decided to adopt a "deaf ear" to the proceedings. Well done to the pair of you. The lady employee at the collection station, however, found the items on the computer and that there was plenty of stock, but of course she was only a woman and apologised for their male chauvinism.”

Helpful Report

Posted 1 year ago

“Just bought a £100 B&Q giftcard only to find out it can’t be used to purchase almost anything from B&Q or their website and no refunds do I’m literally out £100. I’ve never seen a giftcard from the literal store itself that doesn’t work in the store?? Make it make sense.”

Helpful Report

Posted 1 year ago

“Awful customer support I bought a garden coffee set for £780 from B and Q online on 13th.June.They said the delivery date would be Friday 21st.June. The set never arrived. I contacted the customer care number they provided. It is a call centre in South Africa. Despite 6 further calls to South Africa over an 11 day period, and 3 visits to my local B and Q store, I still have not received a refund. I have told the local store manager that I was taking legal action and the manager has informed me today that the order is finally cancelled and that a refund will be processed soon. This has been a long and drawn out battle and I have found this whole experience stressful and extremely frustrating. The local store manager told me there was a problem with the B and Q SAP System and offered me a derisory £20 in compensation which I refused. I still await a refund. I will not shop at B and Q again and would advise anyone to reconsider before ordering anything online from B and Q. Their customer support is disjointed and not fit for purpose.”

Helpful Report

Posted 1 year ago

“Customer service is none existent”

Helpful Report

Posted 1 year ago

“Bought a Macallister cordless drill. Needed to buy a spare battery and charger. My model has been discontinued. Not that it is 100 years old? I bought a BQ wood planer. It disintegrated on its first use on a summer house wooden window frame. I own a Dewalt and a Bosch. The lesson is, don't buy cheap Chinese rubbish.”

Helpful Report

Posted 1 year ago

“Delivery yesterday due 11.30 to 1.30. Didn't arrive and no phone call. Rang store and spoke to a woman who couldn't understand what I was saying and I could not understand her due to her accent. Transferred to someone else in the bay who said to give it more time and refused to contact the delivery crew. Delivery then called me and he was incredibly rude, no apology and said Delivery would be 3pm. By this time I was not at home and he wanted me to go back home or get a neighbour to take delivery. I put phone down on him as he was disrespectful yet calling me Ma'am as if that made it OK. Tried calling store again a number of times and no reply now. Been told by customer service line that delivery would be sent out again today and then got a text a few hours later to say delivery would be in 3 days. Again no one had the courtesy to call me. Apparently the store manager will call me when it's been investigated but not available to talk to me at the time. This is the second time I have tried getting a delivery from B and Q and both times it has been a shambles and customer service atrocious.”

Helpful Report

Posted 1 year ago

“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

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