B&Q Reviews

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

2.2 Rating 2,602 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,602 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

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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

“On 7 Aug 2025 I ordered a Bosch garden strimmer (order number can be supplied) for home delivery from the Stirling B&Q store. It was out of stock but it was explained to me the Falkirk branch were able to delivery on 18 Aug 2025. I was allocated a delivery slot 1330-1530, and I was notified of this by text. The delivery driver was to call me 30 minutes out. However, here was no phone call and no delivery. I called customer services the next morning only to be told that B&Q had cancelled the order due to a lack of stock and that the order would be refunded. This was indeed not good news, especially when my card had NOT been refunded. I had to go back to the store to register my dissatisfaction and make sure that I would indeed be refunded. It is most disappointing is that B&Q made no effort to keep me informed and that I had to pursue the matter myself, making an extra journey only to be told I would have to order and collect the item from a store further away. As self-proclaimed DIY and home and garden specialists, B&Q need to take a long look at their customer service. If you say you deliver..... then do so! If a problem arises, at least communicate with customers. Poor show!”

Helpful Report

Posted 18 hours ago

“I visited Trade Point today 04 August 2025 at approximately 19:30 to return some unused and fully packaged items I purchased for a project over the weekend. My experience, however, was far from satisfactory. Despite having my receipt and the items linked to my Trade Point card, I was met with unprofessional and dismissive behavior from two staff members. Their demeanor was shockingly rude, and they refused to process my return. What should have been a straightforward return process turned into a distressing ordeal over a trivial amount of £4.00 including VAT which works out to £3.33 to your business. To make matters worse, even after involving the manager, my concerns were brushed aside without a satisfactory resolution. During this entire debacle, customer lines were building up behind me, further highlighting the inefficiency and lack of urgency displayed by the staff. It's disappointing that this lack of customer service tainted what is usually a reliable shopping experience. Understanding the return value was minimal, this situation exemplifies how crucial staff training and customer service are, regardless of the sum involved. I hope Trade Point addresses these issues promptly and ensures staff are better equipped to manage customer interactions professionally in the future.”

Helpful Report

Posted 2 weeks ago

“This is the worst customer service experience I have ever had! We visited B&Q Culverhouse Cross to buy a large garden bar set, which staff confirmed was in stock. After waiting around, we were then told the stock was actually sold — but we could buy the display model instead. We agreed, and asked if someone could help dismantle it, as it was large and would not fit in the car. To our disbelief, we were told we’d need to dismantle it ourselves - right there in the store - using our own tools. On a Saturday afternoon, in a packed retail environment, surrounded by families and children. When I suggested that I think a member of staff should dismantle it , I was flatly refused any help. I asked to speak with the store manager. Jon arrived in a hostile and dismissive manner. He offered no solutions, begrudgingly check stock in nearby stores, only after I asked and then made it clear he would not help further. Jon continued in his confrontational tone and insisted it is B&Q policy that customers must dismantle display furniture in-store if they want to buy ex-display items. When I questioned the safety of this, I was told to leave!! Unbelievably - Jon called security and had us removed from the store. My 13-year-old daughter was visibly shaken and my family publicly humiliated. This is beyond bad service — its a disgrace! B&Q should be ashamed of the way this manager represents their company. If it is true that B&Q ask members of the pubic to dismantle ex-display furniture just so they can buy it - I will raise my concerns with the Health and Safety Executive. Truly shocking, very upsetting, and completely unacceptable.”

Helpful Report

Posted 2 weeks ago

“Over €500 for damaged worktop, still no sign of refund. Joke company.”

Helpful Report

Posted 2 weeks ago

“B & Q Bognor Regis over charged me for a Green Storage Bench by £40 (they scanned it as "grey") - I did not notice until I got home as had purchased other items - and thought maybe the error was mine. I checked online I and the Darwin Green Storage Bench was definitely priced at £90 as advertised in store and not £130 as on receipt. I was told I had to bring the receipt and evidence into the store (I assume item - not happening as it has been built now and too big). The main office are not any help either and told me to contact the store again. Although I have to accept I have been conned by B & Q, I thought I would share my experience so others do not have to go through the same.”

Helpful Report

Posted 4 weeks ago

“My trading account was frozen unexpectedly after I requested a withdrawal, and I thought I might lose my investment. It’s a frustrating experience, but the support team, especially Mrs. Mercy, was exceptional. They guided me through the process, reassured me, and helped resolve the issue quickly. I truly appreciate their dedication and support.”

Helpful Report

Posted 1 month ago

Helpful Report

Posted 1 month ago

“Tried to cancel an order, it was impossible. South African call centre, poor English, loud background noise. Left me hanging on the phone before it dropped out. My advice, get your order correct, or buy from someone else.”

Helpful Report

Posted 1 month ago

“Very bad customer services.Ordered 5 items but received one. When I tried to contact them the procedure is so complicated. I had to call at least 6 or 7 times to get the money back. I still haven't got the money back. Every time I call i was being hold for 5 to 10 minutes and being transferred to department to department. But no satisfactory answer. This is utterly disgusting.”

Helpful Report

Posted 1 month ago

“Worst experience ever with B&Q. Ordered a door online 08/06/25, the information on their website said I would be contacted within 2 days to arrange delivery, NO CONTACT WAS EVER MADE FROM B&Q. The information on their website also said delivery would be made within 10 days, it is now 14 days & I am still waiting. I Phoned B&Q customer services (foreign call centre) after day 3, I was told delivery would be on 23/06/25. I phone customer services again after another 3 days to confirm this as I still had not received any official notification & they said 23/06/25 for delivery. On 22/06/25 still no official notification from B&Q as in text or email, so I did a online chat with customer services, and was told delivery would be 24/06/25. So still waiting! Extremely poor service from B&Q, I now wish I had not purchased the door, this will be the last time I will ever use them.”

Helpful Report

Posted 1 month ago

“I'm having trouble getting a timely refund from B&Q for a returned Bosch garden shredder collected by a courier on 9 May. I received an email from B&Q before collection stating that refunds are processed within 14 days of the returned item being received by the supplier, but this didn't happen. I waited until just after 14 days to first chase the refund with B&Q Customer Services. They assured me they would look into it and try to hurry things along with the team dealing with refunds. Guess what - I heard nothing. I've chased several times since then without success. I've been told more than once that the issue has been escalated, but there's never any attempt to get back to me. They don't seem willing or able to give any information about timescales. The service is really a joke. It's almost pointless chasing. Their attitude seems to be you'll get a refund when they get round to it and don't expect to be kept informed in the meantime. The Customer Service Team, though polite enough, just seem to exist to fob customers off and issue holding emails. I would be more understanding if there was at least some explanation about the delay and an indication of the expected timescale.”

Helpful Report

Posted 1 month ago

“Ordered some fence panels, not arrived, ghosted by third party seller on website, ghosted by complaints team now I have to wait on escalation team to get back to me when I asked for refund. Call Centre operator scripted for me to lose. Shoddy, do not recommend.”

Helpful Report

Posted 2 months ago

“I ordered a shed from B&Q marketplace. I paid over 1300 for this order. Firstly the order was incomplete, which meant the shed could not be erected. There was damage to piecees of the shed and ilikestores reply to me was the roof will cover the damaged pieces, and we'll send out the missing parts (2 parts of the floor, and all the fixings) as soon as possible, 5 days on , still waiting.”

Helpful Report

Posted 2 months ago

“Title: Damaged Product Delivered – No Customer Support! I ordered a product from B&Q on [Order Date] and received it in a damaged condition. I contacted their customer support over 10 days ago and haven’t received any response or call back. This is extremely disappointing. I expected better service from such a reputed company. I still haven’t received any resolution for this issue. Please take customer complaints seriously! — VASANTHARAJ”

Helpful Report

Posted 2 months ago

“I bought a wall panel from B&Q online, and the item delivered was the wrong color. That was just the beginning of a long and frustrating experience. I’ve been trying to resolve this issue for the last three months and have made more than 20 calls to their customer service. Every single time, I’m told that the issue will be escalated to their escalation team and that I’ll hear back within 24 to 48 hours. Not once have I received a follow-up call. I keep calling back, and every time it’s the same scripted response — promises of action, but nothing ever happens. This has been a complete waste of time and energy. I’m incredibly frustrated and disappointed with the way B&Q handles customer issues. They’ve shown no accountability and seem to rely on pushing problems around instead of actually resolving them. This level of service is unacceptable. I do not recommend B&Q, especially if you expect any kind of support after placing an order. Think twice before shopping here.”

Helpful Report

Posted 2 months ago

“I've ordered a tree online which was delivered in a very bad condition and soon died. After contacting customer service for refund I received a reply that they "have a non refund policy on perishable items such as plants and turf." Very disappointed!”

Helpful Report

Posted 3 months ago

“Absolutely terrible customer service: I rang at 4pm on Monday 5th May to cancel an order that wasn't being delivered until 12th May. The chap I spoke to said he had cancelled it, I would receive an email confirmation within 5 minutes and my refund within 14 days. No email arrived so I rang again at 8.30am today only to be told my order hadn't been cancelled on Monday. So she told me she had now cancelled it, it would take 2-3 days for my money to be returned and I would receive a confirmation email in 24-48 hours. I left the house for 30 mins and found the item dumped outside my door. I rang back to be told again that it hadn't been cancelled and it would take 48 hours to get in touch with their supplier/reseller, after which I can organise returning the item I cancelled 2 days ago that wasn't due to be delivered until next week. Three different people, three different stories. Shockingly bad, I have better things to do with my time.”

Helpful Report

Posted 3 months ago

“I ordered garden furniture from B&Q on 6th April 2025, spending nearly £1,000 — and over a month later, I still haven't received a usable product or even a proper resolution. When the order arrived, one of the legs was damaged. I contacted their support team immediately and was told they couldn’t send a replacement until the order was marked as “closed,” even though it had already been delivered. After repeated calls, false promises, and waiting for updates that never came, I was continuously told different stories by different advisors — no one ever seemed to actually check my account or follow through. I was misled multiple times about a replacement being “in transit” or “on the way,” only for nothing to show up. I even delayed a holiday and waited at home on promised delivery days, wasting my time — only to be told each time that something had gone wrong again. After being completely ignored following a formal complaint, I called again and finally decided to just cancel the entire order out of pure frustration. Now I’ve been told it’ll still take a week for them to collect the damaged item, and 14 more days after that before I get my refund. This whole experience has been absolutely disgraceful. Poor communication, incompetent service, endless delays, and a total lack of accountability. A supposedly reputable company should not be treating paying customers like this. Never again. Save yourself the stress and shop elsewhere.”

Helpful Report

Posted 3 months ago

“Just tried to buy a £200 large olive tree in the Aintree store, only to be told that they don't deliver,how pathetic is that ! No wonder businesses are going under.”

Helpful Report

Posted 3 months ago

“Products really expensive, similar products at Screwfix, local DIY, & Toolstation are cheaper. The BQ card is of no use whatsoever, no points, discount or any value.”

Helpful Report

Posted 3 months ago

B&Q is rated 2.2 based on 2,602 reviews