B&Q Reviews

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

2.2 Rating 2,642 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,642 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

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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

“Notification of item delivered on the 30th April, I never received it, the delivery man could show no proof of delivery, No Photo, his camera broke, I now have the hassle of contacting B&Q and the delivery company,”

Helpful Report

Posted 5 days ago

“I’ve always shopped at B&Q because it’s a brand I know and trust, but this experience has completely changed my mind. I bought a tortoise hutch for nearly £95 via their website, only to find out it was actually being fulfilled by a third-party seller (Far East Direct UK). The product was advertised as an outdoor hutch, yet the lock completely rusted within just two weeks of being outside. The seller admitted the parts weren't galvanized (weather-proof), but then refused a return because the item was used. It’s a total contradiction, how can you test an outdoor item without putting it outside? I am incredibly disappointed that B&Q allows sellers with such poor quality and even worse customer service to operate under their banner. When I asked B&Q to help, they basically trying to brush it off because the seller had offered a measly £9.99 refund. I feel tricked into buying a sub-standard product from a company with awful reviews, all because I thought I was buying from B&Q. I won't be making the same mistake again. If you’re buying from their website, check very carefully who the seller is, because B&Q won’t have your back if it goes wrong.”

Helpful Report

Posted 1 week ago

“We purchased a new bathroom from the Pontypridd branch. It was fitted over a 10 day period in late November/early December. Within less than two weeks we had water pouring through the ceiling downstairs. We contacted B&Q and their first reaction was that we must have ‘stepped on the plug’. We discovered that the leak was coming from the joint in the wall panel inside the shower cubicle. The fitter came and patched it up temporarily with silicone so it could still be used and also cut a hole in the ceiling downstairs so he could view the underneath of the shower. We were then told it would need to be refitted but couldn’t be done until March. We weren’t happy with this and complained but the installations manager was insistent we had no choice but to wait. We were left with a hole in our ceiling from 17th December to 9th March. The fitting was rebooked for 2nd March which we reluctantly agreed to. It was going to take 3 days for the refit. A few days before we received a message that the fitter would be unable to start on the 2nd and it would have to be delayed to the 5th which was a Thursday. This meant we would not have access to the bathroom for 5 days as the fitter didn’t work weekends. We requested that it be delayed until the following Monday so that it would only take the 3 days originally stated. But I was told by the installations manager if we didn’t have the work completed then it would be the end of May before it could be done. Again we reluctantly agreed even though it would cause even more inconvenience. The work was completed on Monday 9th March. On Friday 13th March water started pouring through the newly plastered ceiling. Again B&Q tried to say we must have stepped on the plug!! Once again a joint in a wall panel inside the cubicle was found to be at fault. Once again a temporary fix of silicone was applied and this time we were told we would have to wait until June for the refit. At this point I decided to take matters into my own hands and use a sledgehammer to crack a nut. I emailed the CEO of B&Q. Following this email we received the help and the service we should have had from the beginning. The bathroom was refitted in one day on 9th April by a different fitter and to date it is still okay. Unfortunately all of this completely spoiled having a new bathroom and by the time it had been taken in and out 3 times it no longer looked quite so new. The removal and refitting of the toilet and shower meant that the brand new floor, ceiling and walls were also damaged. We were eventually given a refund for this amongst a few other things. The fitter that came the last time was less than complimentary about the work of the original fitter. If you are going to buy a bathroom from B&Q I would highly recommend getting your own fitter. The fitters are not employed by B&Q so any work they carry out has to fit in around private work. If you run into problems like we did you will be left hanging for months before it gets sorted out. I should not have had to go to the lengths of emailing the CEO to get a satisfactory resolution. Before all the issues we had decided we would buy a new kitchen and would almost certainly have purchased it from B&Q. All the problems we had and the service we experienced from the installations manager meant we purchased our kitchen from elsewhere. Never again will we use B&Q for this type of renovation.”

Helpful Report

Posted 2 weeks ago

“Apart from your customer services which is inexistent also your products are not as good as they used to be. We bought twice some Valden grab adhesive acrylic 290ml which plastic tube containers appear to be of very low quality. Also the nozzle breaks and exposes little holes when applying a very little pressure to use the product”

Helpful Report

Posted 2 weeks ago

“Total lack of support for missing items I ordered several items that were shipped separately. Most arrived, but one was missing. I tried contacting the third-party supplier via B&Q’s link, but it consistently errored out. I then reached out to B&Q directly multiple times via their online contact form and email, but I have been met with total silence. I’ve now had to buy the item elsewhere and swallow the loss. Appalling customer service—zero communication and zero accountability”

Helpful Report

Posted 2 weeks ago

“Ordered a part which stated shipped and sold by B and Q, only for the wrong part to be sent by an entirely different company. Upon complaining they sent another of the wrong part. At this stage we contacted to say please collect and we no longer wanted the product as since it had been a month we’d sourced this elsewhere. They then sent the right part that was completely redundant and subsequently we spent months being passed between departments via email trying to resolve- it’s been nearly a year now and we’ve given up. Customer service is beyond appalling I will never shop with B and Q again, especially seeing so many others with similar issues.”

Helpful Report

Posted 2 weeks ago

“Absolutely terrible customer service. Items delivered damaged. It’s been 4weeks with no solution! I have judge 4 boxes with flying parts of kitchen cabinets and third time complaint started! Absolutely gutted”

Helpful Report

Posted 2 weeks ago

“Was going to B&Q in Dewsbury and was disgusted with a woman outside having a fag saying “pakis are frigging wrong and shouldn’t be here getting more than us” and more racist stuff, she went in and I saw she was there I think cleaning as had a cloth and was talking to b&q staff, had a dark blue t-shirt on that said OCS in orange, true racist horrid behaviour, won’t go there again”

Helpful Report

Posted 3 weeks ago

“Wrong order sent and lied to on helpline on 4 separate calls. Still waiting for a call back after a week! Ordered treated timber but received untreated. Disgraceful way to treat customers!”

Helpful Report

Posted 1 month ago

“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 month 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 2 months 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 2 months 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 3 months ago

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

Helpful Report

Posted 3 months 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 3 months ago

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

Helpful Report

Posted 3 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 4 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 4 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 4 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 5 months ago

B&Q is rated 2.2 based on 2,642 reviews