B&Q Reviews

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

2.2 Rating 2,630 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,630 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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

“Tried to review a product I bought through B and Q on the marketplace, the seller was BTM shop but they blocked the review (obviously because it wasn’t positive) so I will post on here with regards to this item (Item name: BTM 3ft High Sleeper Bed with Slide, Roof And Windows, Storage Space, Pine,MDF,Plywood, White,Wood) The product is just ok, it comes with a lot of pieces and isn’t an easy build. The sides of the top bunk are not that high, meaning the mattress needs to b quite a small height and I’ve generally found that in this you can’t get the best quality mattress, which is quite contradictive because an older child would need a better mattress because of the weight, but a you get child is not as safe with the low barriers. The ladders have also been quite hard work for my child getting up and down safely. Takes up quite a big space slide doesn’t have a logical way to get to the top without climbing up it or climbing over the barrier at the end of the bunk, which doesn’t make much sense. There’s a small storage area under the slide and it generally looks quite nice in the kids room. But knowing all I do now, I wouldn’t choose to buy it again. The company who sold it were an absolute nightmare, I wouldn’t choose avoid anything from them. Before I ordered it had said that it would turn up on Thursday, once I paid it changed to the following Tuesday. I contacted the company and explained that we were going away for 2 weeks on the Monday, so could they either get it there for the date that they offered before I paid or cancel the order and refund me. They ignored my e mail for 48 hours, but in the meantime sent the bed out in 2 parcels, one being Evri. Then when they did contact me asked if I could get a neighbour to take in the parcel (a bunk bed in 2 huge boxes and leave it with them for 2 weeks) I replied that this was ridiculous, any e mail following just sent tracking details and ignored my complaints, I then contacted B & Q directly who have ignored me until this day (it’s been over 2 weeks). I wouldn’t shop online with B & Q again and definitely not through their market place, the customer service is appalling.”

Helpful Report

Posted 1 week ago

“At the Fort store in Manchester I asked the store manager, Lawrence, where I could find an item listed on your website. He said he didn’t know and contacted a colleague over his headset. He then remarked, “Oh, it’s your accent, that’s why I couldn’t understand you.” The comment was completely unnecessary and offensive. English is my first language and there was no communication problem. It sounded like a cheap attempt to cover the fact he didn’t know where the item was. I raised the matter with head office but received no response. A perfect example of how casual racism is tolerated at B&Q. Another employee who over heard it told me " he is like that” and just ignore it. Sad to see racism and abuse from a major retailer in the UK in 2026.”

Helpful Report

Posted 3 weeks ago

“Horrible company these days. No staff in the stores and even when you find one they don't know the products they sell or will point roughly in the direction instead of assisting. There are one or two staff that make the effort but half the staff need sacked or trained properly but obviously B&Q don't care to invest in training anymore. I genuinely feel sorry for people who don't know about DIY and the elderly having to visit such a place. I made an online order which was apparently delivered but we cant find it. Three weeks later i am still wating for my item and no response from the seller. I am now sat at my computer again talking to someone in a foreign call centre struggling to understand them and now offering a refund instead of resolving this issue. Says it all.... Absolutely not good enough. I will try and shop elsewhere when i can to avoid these frustrations.”

Helpful Report

Posted 1 month ago

“I ordered two blinds on the 15th of Jan. Only one arrived on delivery, was told they would bring the other in a couple of days. Fast forward to Feb 6th they finally show up with the item I've been waiting for , for weeks. They sent the wrong item! The whole time claiming they were out of stock but the whole time advertised on the website as in stock and still selling. Avoid and I wouldn't purchase anything off them again.”

Helpful Report

Posted 1 month ago

“Next spending with b&q again, terrible service.”

Helpful Report

Posted 1 month ago

“What, if anything, actually went right with B&Q’s service? Visited the Glasgow Parkhead store and the experience was poor from start to finish. Staff were unhelpful: when I asked for help finding a product, I was simply pointed in a vague direction somewhere in a giant warehouse rather than being taken to the correct aisle. I could not find the aisle the item was supposed to be in, so it ended up being quicker to order via Click & Collect/online instead while I was shopping in the location. Online wasn’t any better. The store did not have the products in stock, so I ordered them online for home delivery. During checkout, an error message told me that no payment had been taken and no order had been placed. I tried again, only to find a few minutes later that I had received two order confirmations and been charged twice. It took me two trains to get to this store, and now I’m being told I need to go back just to return the duplicate order. The only positive was that they eventually agreed to arrange a DPD collection from my address. However, I was told I would receive a confirmation email for the pickup and, so far, nothing has arrived and I have no idea when or if the items are actually going to be collected. Overall, this has been a stressful and time‑wasting experience caused by unhelpful instore support, an unreliable website, and poor communication around resolving their own ordering error.”

Helpful Report

Posted 2 months ago

“Horrendous service at the Aintree store by Danny. Wrong attitude for customer service role”

Helpful Report

Posted 2 months ago

“I ordered a worktop on their site when it arrived it was the wrong size. We had to take back to the store ourselves no offer of collection. I then ordered another worktop which was confirmed and paid for. The following day it was cancelled and I was refunded. I then ordered yet another one (you think I would have learnt by then) It was confirmed and payment taken. A text message arrived the following day to say it would be delivered in two days time, so today. Waited in all day nothing arrived no message from B&Q. I have just spent time on line talking to a not so helpful adviser, who told me it had been cancelled by the store due to no stock, WHAT!!!!. I explained what had happened hoping he would help me source a replacement, no he just said there was nothing he could do and he was ending the chat. I am really not happy with B&Q and would be very wary of online purchases.”

Helpful Report

Posted 2 months ago

“Misleading Next Day Delivery & Appalling Customer Service Ordered a bed from B&Q on 29 December at 11:55, after the website clearly stated “Order before 12:00 for next day delivery.” I ordered in good faith and within the cut-off. B&Q then confirmed next day delivery in writing (twice), including an order acknowledgement stating delivery on 30 December. The next day, I was informed by B&Q’s “approved seller” (Modernique) that delivery would actually be 2 January. B&Q then claimed the item had been dispatched — despite the courier confirming they had only received the job that day, making next day delivery impossible unless a premium service was used. Customer service response from B&Q: “There’s nothing we can do.” No ownership. No resolution. I was promised follow-up emails and a complaints address — none were sent. I had to chase B&Q, the seller and the courier myself. Modernique openly stated that B&Q provided incorrect delivery information, then bizarrely blamed me for ordering “too late” — despite ordering within the advertised deadline. As a result, my son is now sleeping on the floor for three nights. If delivery dates “may vary,” B&Q should not: • Advertise next day delivery • Confirm it in writing • Then deny responsibility when it doesn’t happen This falls well below acceptable standards and breaches basic consumer trust. I still expect the bed, but the service has been misleading, dismissive and frankly embarrassing for a national retailer. Would not recommend.”

Helpful Report

Posted 2 months ago

“We received the item in poor wrapping / boxed state : toilet & Cistern. Poor and appalling quality service for a company like NES Home and of B&Q 's calibre. To receive a heavy and delicate parcel in such state is a disgrace to trade and doesn't prove to be of a reputation for a company like B&Q and approved seller . We haven't even opened it to check if it's intact or not as we have already requested cancellation and also a return due to the state of the parcel . Charging 50£ as return fees doesn't looks attractive to order again through B&Q. Return facilities should be made available through our local B&Q stores instead of driving DY9 7DF which is about 2hours 45 mins from our place. As a customer we have the right to cancel and request return instead of trying to milk customers. It will be very hard to recommend ordering from NES directly and through B&Q. Looking forward to hear from my remarks and complaints. Would not recommend to buy through B&Q and their approved seller like NES . Overall a rating of 1 is too generous”

Helpful Report

Posted 3 months ago

“For the sake of your mental health avoid B&Q. I bought an external door on 18-Nov for delivery on the 21st. B&Q simply cancelled the hinges without bothering to tell me. Late on the 21st I get a text saying it will now come early on Mon 21-Nov. Waited in and then get another text saying it's not going to happen - this from DX Freight. Call after call to the B&Q S African help centre. They are utterly useless. Finally I asked to speak to a manager; none were present & they would get back to me in 24 hrs. They didn't. In fact the centre NEVER responds to the customer. More calls followed and finally they located a door & promised delivery for the 28th. Evening of the 27th, yes you guessed it, a text saying it will now be 01-Dec. I have told B&Q repeatedly that I am out of the country from 01-Dec so not available to take delivery. It is even on their system. Just when you battle through almost insurmountable odds B&Q manages to grasp total failure. What is the point of B&Q? I have never experienced such persistent incompetence. If it does not arrive on the 28th the order will be cancelled & I will seek compensation for all the stress and wasted time.”

Helpful Report

Posted 3 months ago

“I’m in the middle of a project- I’ve used 2 well known building supply companies with various orders without issue. I’ve been to B&Q store no issue.. B&Q online (DIY.com) bring a whole new depth of incompetence to the world Issue one, we saw a bathroom cabinet in store (online order only) so we order, get a delivery date all ok. Then item turns up looking like it’s been sat in a puddle. Box wrecked and item damaged. Contact delivery firm on email (computer says no, not them no record of order) they only DELIVER for B&Q bathroom. Go to online chat, they find the order but 5 day wait for a replacement. Will not budge and in the end I get a promise to get a call. I contact B&Q on the phone equally no help and they say they didn’t sell me the item… it was the company that delivered the item that sold it despite them having it on display in store (forgiven call centre no help) and the delivery firm saying they only deliver for B&Q Bathroom. A second order was advertised (from a market place supplier (Not B&Q) as next day delivery but, no!!!! It’s not, it’s 2 day delivery. I’m looking forward to what stupidity comes with this delivery. The only issues in hundreds of pounds of orders has been with B&Q!”

Helpful Report

Posted 4 months ago

“we oder 27ougast2025 for B&Q and we return all items 2sep.2025 today date 30 Oct2025 but not refund my money back”

Helpful Report

Posted 4 months ago

“Faulty goods, abysmal service and a deliberate policy of giving complainants the runaround in the hope that they'll give up and go away. Utterly crooked.”

Helpful Report

Posted 4 months ago

“I had a very bad experience with B&Q service. I ordered on 27th August2025 and when I did not like the item, I submitted the online return on 31st September2025 but B&Q troubled me so much for return collection. I sent around 50/60 emails, called B&Q customer care 10/12 times and was put on hold for 1 hour or 1:20 minutes. After that, I collected the return item on 8th October by saying tomorrow and day after tomorrow. After taking the return item on 8th October2025, I sent 5 to 7 emails today 18 October2025but till now my money has not been refunded. B&Q return service is very bad,poor……”

Helpful Report

Posted 5 months ago

“I ordered a toilet seat, it was the wrong size. They said they'd sent a return label, they had'nt, they then did on request. I sent the toilet seat back exactly as requested. They did'nt refund or respond when I sent the receipt of delivery to them. Won't be ordering online with them again.”

Helpful Report

Posted 5 months ago

“Absolutely appalling service. Long story short ordered a part for a kitchen redesign in June. Website stated it was sold and shipped by b and q, however we then received an email from an entirely different company regarding when delivery would be from them. No product arrived. We complained to then receive the wrong product weeks later. By this point the project has been delayed by nearly a month so we ordered the part elsewhere and asked them to cancel this order, they proceeded to send the now redundant right part out twice. Since then we’ve complained and asked them to refund and collect the three things they sent if they so wish, it has been two months of emailing and just receiving emails now and then saying the complaint has been sent to a different department. We still have no resolution for what was twenty five pounds- absolutely nothing to b and q ridiculous they couldn’t just refund and we’re having to still change them around in October when the order was made in June. Do not buy anything at b and q!”

Helpful Report

Posted 5 months ago

“Shocking customer service. Sofa chairs and table arrived damaged. Contacted b and q 4 times so far and absolutely no one, including managers, can say what theyre going to do about it. They suggested returning but provide no help in arranging that. They say someone will call to arrange collection but they never do. In the meantime they have your money. Stay well clear of ordering on line. If anything is wrong with the products b and q will not help”

Helpful Report

Posted 6 months ago

“I would not recommend anyone to buy anything from B&Q online! I bought a mattress with next day delivery which never arrived I had to call them to see what happened! No one knew anything one said it would arrive tomorrow the other said it would arrive in a week in the end I had to wait five days! They do not help at all you have to follow up to see if the mattress will arrive! The worst company and absolutely not helpful but they are a good rip off! I thought the mattress would arrive the next day so I threw the old one away and now I have been sleeping on the floor for five days because of them!”

Helpful Report

Posted 6 months ago

“An absolute nightmare of an experience. I ordered 2 items. B and Q never bothered to send them. After several days spent on the phone to their so-called "helpline" I gave up and asked for a refund. They can't issue a refund because the "helpline" needs to ask the shop to do this, but every time I phone the "helpline" they say the store is not answering their calls. Today I have been refunded 1/4 of the value of the order! Am I supposed to spend yet more days sorting this out? B and Q you are a nightmare to deal with, and I am now looking into the Small Claims Court process.”

Helpful Report

Posted 6 months ago

B&Q is rated 2.2 based on 2,630 reviews