B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.20

2.2 Rating 2,548 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,548 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

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Item not recieved no updates no refund cut off calls when talking help and support ?? Order been stuck on processing from when i first ordered”

Helpful Report

Posted 1 week ago

“Appalling service, sent me partial item, nobody in customer service tries to help, got a really rude rep on the phone who was speaking over me, won’t issue refund, holding my money for a month when they cannot send me a replacement. I would avoid buying anything from them online.”

Helpful Report

Posted 1 week ago

“I suggest all you guys out there who have a bad experience with B&Q email the CEO of B&Q Graham Bell which I did a few days ago. A month ago WE went into B&Q and saw the tiles we wanted, the 11 boxes we needed were physically in front of us and were booked for delivery. A delivery message arrived but there was an excuse for not delivering unavailable amazing as the stock was right in front of us. I personally believe the stock was given to another order. I contacted the customer service 3 times but they have not a clue what customer service is. The tiles we ordered are at other depots near reading but nobody has thought of taking those tiles to fulfil our Order I have had no communication from B&q So I am hoping the Ceo gets back to me.”

Helpful Report

Posted 2 weeks ago

“Ordered a toilet seat online. Arrived with a torn box( had so obviously been opened and resealed with tape). The toilet seat cover was scratched, fixings missing, stains on the seat and inside of lid. Customer services useless. Told to return to store, which I did and was issued a refund. This toilet seat had so obviously been used and returned. I feel very angry that I had been sent an item that had been contaminated with people's body fluids, when I am so particular about cleanliness and avoiding anything that will be detrimental to my health. To say I am angry is an understatement! I intend speaking to environmental health about this company. Avoid at all costs. Wish I had read the reviews on here”

Helpful Report

Posted 3 weeks ago

“I was chasing for a month from money taken out of my account from a product ordered from B and Q. The seller-Coral that B and Q were advertising products for did not respond to my 4 messages via B and Q's "contact seller" button link on their website. I was then advised contact Royal Mail who claimed no responsibility and advised contact the seller. It’s disappointing how B and Q are advertising products from companies that take money for goods which are not received, the seller ignores messages/contact thereafter, and Royal Mail claims no responsibility. B and Q have responded 3 times with an automatic reply asking me to repeat my complaint in another application which i have repeated 3 times in new applications. B and Q then respond saying, sending multiple applications will push you to the back of the queue. Its been 4 months to date with no response to my complaint. B and Q had said that they do not have contact details of their Head of Complaints and refuse to escalate the complaint by just ignoring my messages. Absolutely terrible how customers are treated and messages ignored from such a company as B and Q. Is B and Q able to respond as i have now wrote on Trust Pilot and Resolver, which helps individual escalate complaint to companies. B and Q are not even responding to my numerous complaints via Resolver! order ref: 1043564886-A”

Helpful Report

Posted 4 weeks ago

“Paid for wallboards never delivered they said they were delivered then they changed their minds saying they were never delivered. Customer care pure 🤬🤬🤬still waiting on my refund after 3 phone calls saying you’ll get it in 3 days. This is 3 weeks later still no refund. Cowboys.”

Helpful Report

Posted 4 weeks ago

“Ordered something for home delivery on a DIY project. The guidance meant I ordered too much which isn’t normally not an issue. Went to return the unused item which they wanted to charge me £50 admin fee to return it. Then claimed I could not return it to a store as over 30kg when it was 15kg. It’s expected on any project you should make sure you have enough. Nothing special order or a batch item - just a regular item. Never again will just use a local supplier next time.”

Helpful Report

Posted 4 weeks ago

“Full kitchen and appliances along with flooring from B&Q Parkhead From my first visit in trying to find the right kitchen I found myself dealing with Aaron at the Parkhead branch. An absolute magnificent employee who knew exactly what I wanted and helped me with my purchase. Both myself and Aaron sat down and sorted all my components out and assisted me through the entire process. Aaron’s advice was invaluable and I eventually found myself buying everything including appliances. To say I was pleased is an understatement, I was impressed and left happy knowing that I made the right choices. The wife was delighted and pleased with the kitchen design which made me even more happier. Overall, Aaron was a great representative for B&Q and went above and beyond my expectations. Thanks Aaron for your assistance.”

Helpful Report

Posted 1 month ago

“I bought a brown wooden tv cabinet online with B&Q however the very next day I decided to i actually preferred the cabinet in white and so I called their customer support team but was told they had nothing to do with returns; its down to the company company responsible for shipping the items. I was given another number and told to fill out a form, with no guarantee of anything. I was later contacted and instructed that ince delivery comes yo my door for me to refuse it so its sent back to the suppliers. I think i have made a big mistake shopping with B&Q. Is this not going to confuse and complicate things? I bought purchased the cabinet on the 4th Dec and filled out a request form online on the 5th Dec.”

Helpful Report

Posted 1 month ago

“Great service arrived fast unpet automatic cat litter box don't know how I lived without it my cat is 19lbs and he fits in it”

Helpful Report

Posted 1 month ago

“Ordered a fence panel for delivery Was asked to update there aapp to follow my order. It stated i had no orders. Called numerous times no answer. Tried the online machine. Then emailed but kept coming up error and wont go through. Had a text to say delivery will be today Called customer service a further 4 times and have now given up. Totally useless online service that is set up to evade customers. Took day off work to sit in waiting. Dont deserve a score of 1”

Helpful Report

Posted 1 month ago

“delivery very late nearly 4 days still haven't got my items. customer service they would chase and get back to me - never did I chase it again and get told it was sent out by DPD on friday (its now monday) i called them out as liers, DPD had emailed me on the saturday saying they are waiting for the items. Then i get told the items couldn't be found and they would then process the orders again, and i should expect the items tomorrow, proving even more they were trying to fob me off without even looking into the issue. On top of this frustration every time i call it is answered by a foreign call centre and their accent is very thick and difficult to understand.”

Helpful Report

Posted 1 month ago

“Purchased an outdoor Christmas tree for £54.99 from Stratum via B&Q. Arrived within a few days as stated. Put the frame together and then decided to test the lights prior to completing the set up. Lights did not work. Contacted B&Q. They informed me it was a 3rd party seller and they would contact us. 24hrs later had a response from Stratum asking what was wrong with the product. Responded instantly. 24hrs later a further email from Stratum asking if the product was damaged. Contacted B&Q stating our frustration and sheer lack of willingness to help us who said they were going to emulate the matter. We also stated that we no longer wanted a replacement we now actually want a refund as we have lost all faith in the 3rd party seller and there willingness to help. We have received a further email more than 24hrs later informing us that we have to return the product at our cost to receive a refund. I am surprised B&Q are dealing with a company as poor as Stratum and have lost all faith in both companies and will now forever advise people to use neither. Despite B&Q taking the money from my account as the statement shows they can not get involved as it's a 3rd party seller. Be careful with both companies. Next call is with Trading Standards. John.”

Helpful Report

Posted 1 month ago

“Order never arrived, not even dispatched. Customer service team can’t tell me when/if it will be delivered or get a refund. They took £500 off me with no concern about me receiving the actual product. They say they are sending me a refund confirmation but as I already never got a delivery dispatch I expect to be ignored yet again.”

Helpful Report

Posted 1 month ago

“READ BEFORE BUYING Purchased multiple flasks from B&Q website spending over £100, only for all 13 flasks to arrive smashed. When the box arrived it was completely squashed and misshaped. I opened the box to find it filled with glass from inside the flasks and all flasks were broken. I immediately contacted B&Q to be told that they wouldn’t help me and to contact their third party online retailer Direct 2 Public. Direct 2 Public would not speak to me and didn’t want to know and when reporting my issue back to B&Q I was given a case reference and then completely ignored. Despite numerous promises of a courier being sent to collect and a refund being allegedly arranged- nothing happened and I have continued to be ignored. The store would not accept me returning the products them as in their words “B&Q did not sell these items” DO NOT buy anything from B&Q online. They take no responsibility or accountability for products that they are selling and their third party agent is next to useless. Buyers beware don’t waste your time or money. I would have given 0 but this option wasn’t available! Shocking customer service”

Helpful Report

Posted 1 month ago

“PLEASE PLEASE PLEASE B&Q Get rid of the people responsible for your website! It is inaccurate, unreliable and worthless. It has cost me pounds chasing after items not stocked when the website tells me otherwise. It now contains everything in the known universe, little of which is stocked. I WANT TO KNOW WHAT YOU HAVE GOT. I CAN SEARCH THE WEB FOR WHAT YOU HAVEN'T GOT. YOU ARE DRIVING ME AWAY!”

Helpful Report

Posted 2 months ago

“Verfied seller not replying to my return request. Repeatedly have to chase on my request and I always get an email saying they’re looking into my request rather and that I might have to wait up to 48 hours rather than an email making any progress on the case. Shocking.”

Helpful Report

Posted 2 months ago

“Please people, stay away. B&q sell next to nothing now. I made a huge mistake buying two £500 gift cards as I was moving to a renovation project home and thought it a good idea to put some money aside. The gift cards are cheap paper stock. I mean cheap. You cannot use these gift cards to buy anything online, as b&q now use verified sellers, and 90% of what’s online, is verified sellers. You are not warned of any of this when purchasing gift cards. The cards themselves as they are cheap paper, tore the pin on the back right off on TWO cards, so this is clearly a common problem. I now have two cards, with almost £700 of my money on there that I cannot use. B&q phone customer service was horrific. The guy was disinterested and dismissive and rude. Online customer services haven’t even gotten back to me. I tried explaining I was disabled and I needed to order online. Still nothing. Please don’t get ripped off like me. Try wickes or Homebase or travis Perkins. You will be far safer.”

Helpful Report

Posted 2 months ago

“Bought some engine oil last week 20litres and today when it’s supposed to be getting delivered I get an email saying order cancelled. When I contacted bandq I was told items not in stock when I asked how come it’s taken a week for you to tell me this? Nothing just an apology ok fine next I’ll be getting a refund in the next 14 working days what a joke never again bandq this is the 3rd time and last time I’m gonna get messed around with them”

Helpful Report

Posted 2 months ago

“In a regrettable turn of events, I found myself duped by this broker, losing a amount of $9000 investment. Despite my desperate search for assistance, I found no solace until I stumbled upon Mrs Bruce Nora. With her unparalleled expertise, she was able to recover my funds when all hope seemed lost. Her exceptional l and dedication to helping victims of fraudulent brokers make them a true savior in the industry get in contact with: b__r__u__c__e__n__o__r__a__2__5__4__(A__T)__g__m__a__i__l__.__c__o__m Call them on Whatsapp: +1 ( 3 1 8 ) 3 1 9 4 6 2 0.”

Helpful Report

Posted 2 months ago

B&Q is rated 2.2 based on 2,548 reviews