B&Q Reviews

2.2 Rating 2,456 Reviews
29 %
of reviewers recommend B&Q
2.2
Based on 2,456 reviews
Shipping & Delivery
Delivery Methods
Courier, Own Driver
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 28%
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
Read B&Q Reviews

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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B&Q 1 star review on 21st March 2024
Amanda Waters
B&Q 1 star review on 10th February 2024
Athiqur
B&Q 1 star review on 28th November 2023
Dave
B&Q 1 star review on 28th November 2023
Dave
B&Q 1 star review on 27th October 2023
SeVaS
B&Q 1 star review on 21st July 2023
Laura
B&Q 1 star review on 11th January 2023
Tracie Morris
95
Anonymous
Anonymous  // 01/01/2019
B&Q was the most unpleasant, disappointing and terrible experience ever when shopping online. Firstly, the store processed an order, made me pay for it and only after they messaged me saying that the items were out of stock. Secondly, once I tried to pay with my debit card and the website couldn’t process it, I finished paying via Paypal. My surprise was that they charged me twice. The paypal that was the confirmed one, they processed a refund but the other one, I had to contact my bank, get details and pass them the info to have this cancelled. Basically, I paid twice for an order with items that were out of stock and have to wait for a week to have my money back only because the store is the most disorganised and unprofessional I saw in my life. Never, never more.
Helpful Report
Posted 2 years ago
I'm having an awful experience with B&Q about a B&Q Homefit Kitchen and Bathroom installation. After over a year, and having to use an Ombudsman, they are now being forced to re-attempt to complete the outstand work from the initial installation that was incorrectly performed, or not to a professional standard (This involves replacement of a lot of the bathroom, and replacement of the kitchen worktops and re-alignment of units). The Furniture Ombudsman although slow was very helpful in resolving this part of my complaint, and addressing some other parts such as delays, and poor management. The second part was over the miss-selling of the projects, with regards the services provided by B&Q and their 5-year guarantee. This paper work was not made available before the installation was “completed”, naively I trusted what I was told at point of sale. When delivered it turned out to be just a Tradesmanship guarantee instead of a much more comprehensive guarantee I was expecting, ‘Tradesmanship’ was not mentioned once at point of sale. I've been bounced between various departments, with no one prepared to make an official response to me regarding rejecting the guarantee they provide after the installation was initially "completed". The purchase was also payed for up-front, giving me no leverage for withholding payment. The Homefit team also has some rude and overly assertive or defensive members, that don’t have a helpful attitude when talking to them on the phone.
Helpful Report
Posted 5 years ago
the staff have no idea customer service are as bad the quality of products has fallen I thought wicks were bad hard to say who is worse to be honest don't go to either anymore both are shocking
Helpful Report
Posted 2 years ago
My wife and I went to your Romford store and we could not lift or carry anything heavy due to I’ll health I asked one of the staff if someone could help us and a young man name of Mason came and literally did everything for us. He also took the trolley to our car and loaded everting in the boot. I would be grateful if Mason could receive our thanks and recognition from his employer for his friendly and helpful attitude.
Helpful Report
Posted 1 year ago
Ordered a kitchen in January was told full kitchen would be delivered April. Half was delivered the rest July. I’ve cancelled order and they collecting what was sent. Old kitchen removed and fitter was booked. Do not buy from these
Helpful Report
Posted 1 year ago
Theresa from B&Q Goole absolutely amazing She was super helpful, patient and engaging
Helpful Report
Posted 2 years ago
Buyers of kitchens beware. They are happy to take your money but can’t deliver full order. Missing products have been put back 4 times now… this time I’m told August 11th. Can’t build the rest of the kitchen without worktops. Been lied to several times now. B&Q don’t care.
Helpful Report
Posted 2 years ago
Really Bad customer service. Tried to add to my delivery address my company name because there is a few companies in the same postcode, and they don't let me do it.
Helpful Report
Posted 2 years ago
If i could give a 0 I would, brought a kichen from B&Q, absolute worst experience ever, everything they did was wrong start to finish, we had to wrip all the splash back down as it reacted and still have had no apology, i dnt know how they get aa much business as they do non of the staff have a clue waste of time
Helpful Report
Posted 2 years ago
Paid for a kitchen and installation but B&Q didn’t bother to book a fitter. They only told me they couldn’t fit it after delivering the units in late April. They gave me 90 minutes to either cancel or find my own fitter, or accept a new installation dat in November. I’ve been battling with their incompetent escalated complaint a team ever since...latest joke is that they sent a cheque for part payment of the refund and it bounced.
Helpful Report
Posted 2 years ago
Today was the second day I had gone to B&Q in Luton, with great regret I would have to say the customer service was absolutely appalling, both days I have asked for assistance and both days employees were unwilling to help and made me feel inconvenience. I am surprised with the attitude of staff members giving that B&Q is ment to be a repertoire company. I am very disappointed with their customer service.
Helpful Report
Posted 3 years ago
The staff are working so hard to basically provide non essential items to people who are expecting a five star service when in reality any idiot knows the system in place simply was not designed for an event like this and inevitably can't cope. There is no genuine surprise there! It's the hard working, exhausted and over worked staff of the ground copping it from all directions putting their very lives at risk so you can buy a few non essential plants only to come here to mean about about it all! Stop shopping for things you don't actually need and then maybe they could provide the essentials to those who really need them. Good god get over yourselves and give them a chance to get back on track.
Helpful Report
Posted 3 years ago
How can you be classed as essential. Stop putting the lives of your staff and customers in danger for a bit of cash . Everyone else has to suffer so why should you be any different, wait it out
Helpful Report
Posted 3 years ago
So everyone is moaning about B&Q and getting the click and collects on time! Has anyone thought of the fact that they may only have limited staff in the store and the fact that all these click and collects that are coming in by the thousands have to actually be hand picked by these staff?? If there wasn’t so many people going online to order unnecessary items such as plants and compost then maybe the people who really need there items that are ESSENTIAL wouldn’t have to wait so long! Maybe just give it a thought that while your all sitting at home these guys are having to work extremely hard to try and fulfill orders so you can sit in your gardens in the sun and plant your flowers! Rant over
Helpful Report
Posted 3 years ago
Staff member was shocking with her knowledge was absolutely no use what so ever .
Helpful Report
Posted 5 years ago
I recently had a kitchen fitted, firstly they changed the delivery date which in itself was not a problem, just inconvenient, as they got rid of the original surveyor, so my fitting was delayed. The new surveyor was more interested in getting me to pay him for stuff on the side rather than it all being on the contract price. From there on in, everything went wrong, I spent more time dealing with the problems and running back to store to get this and that etc., how many weekends I spend just having to stay at home for another delivery is incalcualbe. Then the fitters put my hob on wonky and the cooker hood was also wonky and the tiles well, the tiles were fitted two up all the way round, except above the hob, which he put 6 up and then a gap at the top, it all looked ridiculous, the trim was sticking out on the tiles as they were not the same height. When I complained I was told that he was an excellent fitter and they had no other complaints. The fitter said it was because my wall was wonky, and if I had let him do the additional work that would not have happened. I eventually told B & Q that it was not good enough and they offered me some money back, as they said the project was closed, I refused and they sent another fitter who fixed the incomplete work. However the larder door, which there was no frame work for is now coming off, the skirting board fittings are broken and several other little things. Although they say that there is a 10 year guarantee, you cannot ring thourgh and get someone to fix it, you have to complete a form and supply picutres etc, which you need pdf editing to do is difficult. I would suggest you do not go to B & Q unless you are desparate, considering the amount of money they charge. I think the staff at B & Q are very helpful and they did attempt to sort out all the problems, however they system with outside contractors appears to be faulty, as they do no checks on them whatsoever as far as I can see.
Helpful Report
Posted 5 years ago
I went to buy some raspberry canes from thje B$Q garden centre. Having selected a healthy pot I took it to the checkout; but it didn't have a price tag or barcode on it, so the girl had to go off and find someone in the garden centre who could price it for her. She came back after a few minutes - having, however, now swapped the pot of canes I was trying to buy for one that was obviously dead. I don't know whether I was more annoyed by the attempt to swindle me or the assumption that I wouldn't know the difference. The 'garden centre' is a joke, because no one who works there knows anything about gardening (or seems to want to). The store as a whole is ill organised and staffed by people who are rude, casual and unhelpful. I would recommend to anyone that they avoid B&Q. It has every appearance, to my mind, of a business on its last legs - and deservedly so.
Helpful Report
Posted 5 years ago
DO NOT BUY A B&Q KITCHEN WITH INSTALLATION, its appauling!! Tiles not laid on the floor correctly, leaking dishwasher, water on the floor leaked under the tiles, they trued to replace the damaged tiles but damaged other surrounding tiles trying to replace them. 10 re visits to replace or re fit faulty fitted doors etc, sometimes they turn up sometimes they dont, customer services shocking. We are now on 11th re visit, but guess what, customer services cancelled the visit, but never told us AGAIN!!!!!!!!!! Keep your hard earned cash and go to Wicks or ANYWHERE else, just dont use B&Q!!!!!!!!!!!!!!! Complaint now with Furniture Ombudsman. If I could score 0 stars I would have.
Helpful Report
Posted 5 years ago
Have spent over £1000 on a part order for a kitchen, the first part was delivered okay but the second delivery has become a farce. They use a courier company called DX couriers and they absolutely lie through their teeth. Have been promised FOUR different delivery dates and still no delivery. The kitchen fitting has come to a standstill and the inconvenience and loss of pay because I have to keep waiting in for the deliveries that don't show up is outrageous. We have decided to cut our loses and go to another company as we still have half the kitchen to complete. It means that we will lose the majority of the money we have paid but cannot cope with this anymore. B and Q, you really need to rethink your choice of couriers and listen to your customers because I will never use you again and make sure I tell anyone and everyone not to trust you either.
Helpful Report
Posted 5 years ago
No staff on the shop floor. Wrong prices registered at checkout. Stock very low. Woman on previous checkout closed the checkout in front of me without even speaking to me and then she walked away. Had to request help on next self-checkout. None was offered me although I am a woman and 67 years old. When I pointed out a discrepancy on the checkout price, I just received a shrug, so gave up and paid anyway. In 15 years of using B&Q, I have never received such shoddy treatment. Would have preferred to give 0 stars, but option not there
Helpful Report
Posted 5 years ago
B&Q is rated 2.2 based on 2,456 reviews