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B&Q Reviews

2.2 Rating 2,483 Reviews

29 %

of reviewers recommend B&Q

Company Reviews

2.2

Based on 2,483 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 63%
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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Anonymous

Anonymous // 01/01/2019

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

“If I could leave 0 stars I would. Absolutey disgraceful and inept delivery service. After being told only this morning, my delivery day, that actually i would be required to take another day off another week to receive the 2nd half of my order, I’ve waited for 6 hours past my estimated delivery time before calling up wondering where the product was. Only to be told they forgot to load it!! After being told so many times, including a phone call yesterday evening, that I HAD to be at home to receive delivery today. Genuinely disgraceful. Will never EVER order from this company of incompetant personel again, and I would advise the same to whoever has the misfortune to stumble upon anything they deem decent on their web pages. Do not be fooled by their big high street name. Pay a little extra and be looked after by someone like John Lewis instead. For info, it was not a small order either, but thousands of pounds worth.”

Posted 1 year ago

“After ordering on a Monday and having a delivery date set for the Tuesday, it all turned sour from there. Customer service is shocking with in store delivery promises coming and going. The Stores, and central, customer services are grim, the in store customer services are a circus, by the way, my delivery, which is very urgent, has been lost and a new delivery set for Friday PM. What a joke, I live 5 mins from the store, items are too big even for a people carrier hence the delivery. Never again. Shame on you B&Q.”

Posted 1 year ago

“X3 failed delivery dates and when our delivery eventually came it was all damaged, scratched and broken. Spoken and attempted to speak to customer services on many occasions about all our ongoing issues but no resolution. Sad when a company is large enough to not be bothered with sorting customer issues”

B&Q 1 star review on 21st September 2022

B&Q 1 star review on 21st September 2022

B&Q 1 star review on 21st September 2022

Posted 1 year ago

“Worse shop ever is edge lane B & Q, Liverpool by brother bought he’s house stripped it bought everything out of the B & Q, but the security we have noticed bait an argument we noticed every time he walks up to the young employees they all laugh, the security comes over stairs at you awaiting for you all young staff staring awaiting baited then I spoke to manager who also thought it was funny never again I will go else were.”

Posted 1 year ago

“Went to B&Q Stockport on 30/08/22 intending to purchase 16m2 of ceramic tiles for a customer’s bathroom project only 11 sq metres on the shelf.. member of staff said that they had plenty in the warehouse and would have them on the shelf next day.. I made a specific journey the next day and no stock had been replenished, so yet more wasted time and effort, more broken promises and disappointed trade customer . I’ll use Topps next time!”

Posted 1 year ago

“Made a complaint and they offered a refund. I am still WAITING”

Posted 1 year ago

“Didn’t deliver my complete order and been waiting for the bulk delivery team to make contact with me for nearly 3 weeks now. Very bad customer service don’t order online from them as you won’t get the full order. Now I’ve got to pay out delivery charges again. In fact use Wickes as their delivery was one sixth of the price of b and q and customer service was much better”

Posted 1 year ago

“I go to b&q around 20 years, I like the b and q store, everything you need are there, except If you need advice, nobody give you the right advice. Some staffs have really believer and attitudes problem. The management is not go I had complaints to some managers name Steve and liz at the Washington b&q I received no feedback at all. A few staffs have been racist to me, and then Steve very generously give me around 1 pound discount to make me happy what a huge compensation. Staffs are not good.”

Posted 1 year ago

“I wish I never walked in to B&Q Purley Way Croydon store.. Have you ever had to beg for the installation of a kitchen to be completed. (Literally Beg!!!!) (4 months) It’s hard for me to say this.. I want British Business to be successful, however the showroom teams just doesn’t seem to give a flying focaccia about their customers. Like really! Find the store phone number and attempt to call the Branch.. does a company that cares about their customers have a phone line that disconnects customers when they have a problem.. Go on call them.. here’s their number and see if you can get through... 0330 123 9243 - B and Q Croydon (Google it, if you want to check) Now imagine you’ve spent over 5k and you have a problem.. how would this make you feel. Still feel like buying from them now? Thank me later… I just saved you months and months of pain, stress and frustration.”

Posted 1 year ago

“I wish I never walked in to B&Q Purley Way Croydon store.. Have you ever had to beg for the installation of a kitchen to be completed. (Literally Beg!!!!) (4 months) It’s hard for me to say this.. I want British Business to be successful, however the showroom teams just doesn’t seem to give a flying focaccia about their customers. Like really! Find the store phone number and attempt to call the Branch.. does a company that cares about their customers have a phone line that disconnects customers when they have a problem.. Go on call them.. here’s their number and see if you can get through... 0330 123 9243 - B and Q Croydon (Google it, if you want to check) Now imagine you’ve spent over 5k and you have a problem.. how would this make you feel. Still feel like buying from them now? Thank me later… I just saved you months and months of pain, stress and frustration.”

Posted 1 year ago

“Never have much items on shelves Poorly stocked”

Posted 1 year ago

“I placed an order for some flooring on 4th August. I was expecting to receive it the next day as per the confirmation email. It didn't come. Three days later, I received a vague email update which was very unclear. It said 'The items you are having in exchange for the return items are detailed below.' - but exactly the same product that I ordered was detailed below in the email. I continued to wait for my order to arrive. A further three days later, I called B&Qs customer support - as I still hadn't received anything. The person I spoke to could not shed any more light on the situation and wasn't sure what had happened. He said my flooring had been out for delivery three days after the order was placed, but was not delivered. I confirmed that I had been in all day that day, and no delivery attempt had been made - which I could also verify via my smart doorbell camera (which records every visit to my address). The customer support rep promised I'd be called back by the store fulfilling the order either the same day or the next day to be fully updated on what was happening. I was never contacted In the meantime I also received a partial PayPal refund from B&Q with no explanation whatever - but for less than the amount I paid. So I am out of pocket, still don't have what I ordered, have received no explanations as to what is going on, and am having to chase yet again for more information and to hopefully get the rest of my money back. I am shocked at how bad the service I have received has been so far, and feel extremely frustrated and angry that I am having to use up my valuable time chasing a transaction that ought to have been very simple. I have a 5 month old baby to look after and really can do without this nonsense. B&Q should be ashamed of themselves for offering such diabolical service.”

Posted 1 year ago

“I bought a Cooke & Lewis toilet and the cistern stopped working - just allowing water to continue to pour through. Despite the 10 year warranty, the response from B&Q was for me to go and buy a replacement ''This can purchased from the plumbing aisle in B&Q or any plumb centre. No product fault." https://www.youtube.com/shorts/Xog2-Tkg-uA”

Posted 1 year ago

“I didn’t receive the product. I was supposed to receive my order on Saturday and still not here after 2 days. I spend the whole day calling customer service and Southend store. After 5 conversion that I had through the day they assured me that my order will be delivered till 7pm today. It’s a 10pm, I had not receive the order yet. Already paid the technician for today even though he couldn’t finish his job because of the lack of material. I made another order (same products) to collect tomorrow morning at Chelmsford B&Q otherwise I’ll have to pay the technician for nothing. Thank you B&Q for not delivering my order on time and the most frustrating thing is that your employee gave me false information and make me believe that I would receive my order today.. apparently checking on the system. That would definitely be my last time ordering from you.”

Posted 1 year ago

“Nottingham, riverside branch. kitchen department. We took a mentally disabled member of our family to order a kitchen that we had seen in the showroom. we explained to the staff members that my wifes' brother was mentally incapable of dealing with this purchase and would they be good enough to direct all calls and communications to my wife. They assured us that this would be no problem. At no time were we told that unless her brother gave his written permission for this then he was totally responsible for the installation. This absolute disgrace of an installation in an 8' by 8' kitchen is now running into 6 months. It is not the kitchen we ordered and you would think that the three different fitters who have been to the site were actually school children because the standard of work is atrocious. The store have told us that the kitchen is fine and they often fit kitchens which are not as you have seen them in store. Well we want what we ordered and paid for. We have paid hundreds of pounds in fuel travelling back and forth on the motorway to try and resolve this. the store are trying to make us look like idiots who have never dealt with a new kitchen before . we are nearly 70 and have had endless kitchens , bathrooms and bedrooms fitted with no problem. the store are sick of us and we are totally sick of being treated like idiots. the staff have lied to us. they never reply to emails following serious concerns. The store manager actually told me that my wifes' brother had signed the completion certificate and there was nothing we could do about it as he was legally responsible for the order. The store made my wifes' brother pay for work that was never carried out and we only got this money back because we had taken before and after photos . How many other people have fallen for this. Apparently the fitter goes to survey the job decides what extra work he wants to charge for. tells b & q and they just make you pay it. then the work is not done and the fitter or b & q have a tidy profit. I would call this taking money under false pretences. as a customer we have never ever dealt with a more incompetent , cheating , amateur business. Never ever again. Please please be warned and wary.”

Posted 1 year ago

“I wish customer service in the store was as great as the man who greeted me outside. I've been told management fired the greeter for being too pleasant. What a shame.”

Posted 1 year ago

“I asked B&Q guy to design my kitchen. And he did a shamble of a job. Even a 6 years old child can do a better job that guys employed by B&Q Wednesbury. There was no fridge freezer unit in the diagram? He didn't even give enough time int he phone call to get more information about the worktop etc. Who employs these guys and how could these jokers get salaries whereas I work my ass out in the IT service industry and had to apply my brain's last bit of remaining cell for problem solving.”

Posted 1 year ago

“Very disappointed to see No changing faculties in B&Q Inverness.”

Posted 1 year ago

“I ordered a kitchen months ago arranged a delivery date of 26th May, it never turned up, was told it would be with me by 09.00 on the 28th again never turned up so had to rearrange both the kitchen fitter and for new deliver of 23rd July again it won't be delivered as b&q have not put the delivery into their system so am having to cancel the fitter again AT MY COST.”

Posted 1 year ago

“Parasites of the highest order,they may aswell not have customer service employees as the customer service does not exist,do not order online,they take your money but don't deliver or tell you why,getting refunds for undelivered items is a nightmare and they don't reply to email requests or questions...Total parasites.....”

Posted 1 year ago

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B&Q is rated 2.2 based on 2,483 reviews