B&Q Reviews

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

2.2 Rating 2,568 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,568 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am extremely disappointed with B&Q and the quality of their own brand product, the Cookie and Lewis kitchen tap. I purchased this tap about a year ago but never got around to fitting it. When I finally decided to install it recently, the holding arm for the sprayer broke off immediately, which is simply unacceptable for a product that is supposedly of good quality. I understand that I've misplaced the receipt, but given that Cookie and Lewis is B&Q's own brand and isn't sold anywhere else, this should not be an issue. To make matters worse, the tap supposedly comes with a 10-year warranty, yet B&Q has refused to honour this warranty, refusing to exchange or repair the faulty tap. This is extremely poor customer service, and I’m shocked that a company of B&Q’s size would fail to stand by the quality of its own product. I now have an unusable tap, and I will certainly think twice before shopping at B&Q again. I expected far better support and service from them.”

Helpful Report

Posted 6 months ago

“Two failed deliveries. Third delivery missing part of the order. The impact on my business is that I have missed the promised completion date I gave to my client as the materials did not arrive on time. I will not trust B&Q with any future order, as I can not cover the costs of the time lost due to the late delivery.”

Helpful Report

Posted 6 months ago

“An order was placed for bulk delivery and the 4 day window demanded by B and Q to make the delivery in was set up so someone was at home to drecieve. On the day of delivery they text saying they were unable to deliver because and I quote we did not ordeer the right size lorry apparently they over booked orders on that delivery vehicle. The failed delivery was advised by text requiring a no responce if thier suggested new date was not sitable. I responded with a no and within a few miniutes I was contacted by B and Q I ponted out that we had made ourselves available for the 4 day window and that failure to deliver would have a conciderable knock on effect. The responce was pretty much such is life and we don't come to your area on a date that works for you. So to be clear they charge for delivery and then fail to deliver and then pretty much say such is life. With the meriade of emails and out sourcing by B and Q made this both painful and unusually difficult to keep track. Concidering the delivery charge poor responce and poor customer service I would not use B and Q again and would definitly advise people to go else where if possible too painful process and tough luck customer care response.”

Helpful Report

Posted 6 months ago

“Made a purchase in August of 2 large doors which one was unsuitable was totally messd about wth return 2weeks in finally collected then took another 3 weeks to get a refund to which I hsd to demand inshore reluctantly purchased 3more doors which did not arrive fold had been delivered then told the doors were pending delivery requested refund in store and thru customer services to which was treated and handled appualing barred from store phone put down on me rudevstaff no support from both managers and no refund suffered a heart attack during all that sreesdgul time with no apology or response to my complaint left feeing like a victim of this astablishment and totally abused”

Helpful Report

Posted 6 months ago

“Ordered a duvet set through b&q but one of their partners fulfilled the order. Wrong size arrived , I explained it to them and said I was in Ireland so had to pay import duty, they said no worries it’s our fault return it and we’ll refund in full. Conveniently their “returns” label didn’t work so I stupidly forked out more money to post this set back and sent all my receipts by email for a refund including details of the package tracking. They are denying that they received it and are emailing, after I chased endlessly, asking for me to resend the tracking details, just making me jump through hoops. I’ve now given up hope of getting my 79 euro back.”

Helpful Report

Posted 6 months ago

“Had radiators ordered and never received. Order comes direct from B&Q verified seller and never seen. Order value £753.80. After deep investigation such as searching for CCTV and asking my neighbours now I had to deal with Bank transaction and Police report… Shame”

Helpful Report

Posted 7 months ago

“Worst refund experience of my entire life. My wife and I purchased a set of shelves from a B&Q "verified seller". The item never arrived but we received a notification that it had been delivered. The Parcelforce proof of delivery showed a picture of a completely different front door to ours. We reached out and sent a picture of our front door as proof of a mistake. We thought that would clear up any misunderstanding as it was a clear-cut case of courier's mistake. To our surprise, the "verified seller" was completely dismissive and said that Parcelforce say they'd delivered and that's that. We asked B&Q to step in but they would usually just refer the matter to the seller who in turn would dismiss it again. Every time we pleaded for their help a completely different person replied to our message, and they clearly never spent two minutes looking at the details of the issue. One person actually admitted that we were right and the seller should reimburse us but we never heard from that employee again. The ticket was closed in the end and we are now forced to apply for the help of the Financial Ombudsman Service to get justice. This is an absolute disgrace, I have never not received a refund for a lost parcel in this country or any other. I even got a refund from communist China - but not from blooming B&Q!!! Honestly friends, it's not worth your time. As much as I hate that other big online marketplace (you know which one I mean) for being a soulless corporation and evil in so many ways, at least they give you an immediate no-fuss refund. And now we're £110 out of pocket because we made the mistake of buying from B&Q. Never again.”

Helpful Report

Posted 7 months ago

“B and Q save their sellers for doing fraud and does not allow to post review against them by saying it is not as per our policy. Their seller kept the product and didn't refund the money after many escalations they just closed my case and not allowing me to post reviews against him. I gave them many proofs where other people have written same comments for that seller. Still they keep him as verified seller. Do not buy anything from B and Q as they do not follow any policy or practices.”

B&Q 1 star review on 11th September 2024

Helpful Report

Posted 7 months ago

“I tried to buy a shed at your Bridgend branch but was told only click and collect online. I am a pensioner without a computer.. told Cardiff had them in stock so drove there. I tried to buy one by my card to collect next day with a van. They said they could not keep it for me only click and collect. Phoned them next day to check they were in stock and would come with a van. Told again only click and collected. After an argument sold us one for cash and we took it home. Not offered free delivery or discount. Very poor customer service will not buy a large item again from B&Q. She’d had no pre drilled holes took hours to assemble I am not happy.”

Helpful Report

Posted 7 months ago

“Worst customer service line ever. Had to call over 10 times to sort out a pick up for a return on doors. Took over a month for a date to be set up after being told that they will call me within two days on over 6 different occasions. Still hasn’t been sorted”

Helpful Report

Posted 7 months ago

“I have been waiting since June for my compensation regarding a shower panel that literally whilst my husband was inside.apart from a cut foot no damage to him. I then had to pay for a new panel to be installed which BQreplaced.i then had to pay £180.00 to have it fitted . I have phoned , emailed an unbelievable amount of times and have been fobbed off every single time.apparently it has been elevated three time to god knows who as nobody has ever contacted me although I’m told they would.I could have milked this by saying he was badly injured but I didn’t .all I want is the price for the fitting nothing else Lesley palazzo ref 8007874848”

Helpful Report

Posted 7 months ago

“Purchased outdoor steel seating in June 2023 and it had a 2 year manufacturers guarantee. In July this year unfortunately one of the single chairs failed and the screw which held the back rest up would not hold. So didn't think this would be a problem so I rang Customer Services on 3 occasions and got a different answer from each person and got put through to the Kingfisher Electrical department twice even though it is garden furniture. On the 2nd occasion the electrical appliances department put me through to the Executive Customer Care Team and the gentleman there was very helpful. After sending multiple pictures to this department the quality care team decided that it wasn't a failure of the chair, the Quality Care Team felt it was my fault that the chair had failed even though they haven't physically examined the chair despite offering on numerous occasions to take the chair to the local store for a physical inspection. Completely unsatisfactory and I have escalated the problem to the Furniture Ombudsman for resolution. All the best of luck if you purchase anything with a guarantee from B and Q and hopefully you won't have to contact their Customer Services as they are diabolical. If you have an issue you need to get put through to the Executive Customer Care Team who at least can help a bit :(”

Helpful Report

Posted 7 months ago

“Waiting on a delivery that has been reschedule twice now and with no guarantee they will deliver as apparently I have to inform them that my road is narrow. Other companies deliver without any issues but B&Q decided to bring a massive lorry to deliver a few plasterboards and wood timber. They showed lack of professionalism or any planning with regards to it. They won't take any responsibility for the time and money that I wasted because they failed to deliver twice and only notifying me on the day. Don't buy from them if you want something delivered, not worthy.”

Helpful Report

Posted 8 months ago

“What a shower! Buy something r pensive which is to be fulfilled by one of their ‘partners’: silence til I chase online then get a ref no from the supplier and NOTrscking no. Gone past date due for delivery according to them and still no wiser. My contract for purchase is with B&Q not third party supplier so Bq ought chose to resolution not me having to call all around Britain! And no one answers! BQ own chat line not working for three days!!!!!”

Helpful Report

Posted 8 months ago

“AWFUL. AWFUL. AWFUL. Tried to send back furniture and they have arranged THREE pickups on THREE SEPARATE days and FAILED to turn up every single time. No apologies whatsoever. Absolutely HORRENDOUS company - AVOID at all costs and SHOP LOCAL with a company that actually cares about your business.”

Helpful Report

Posted 8 months ago

“B&Q are totally incompetent and their customer service is non existent, turns out the item i bought was sold by a 3rd party which wasn't very clear, information on the B&Q website was wrong and misleading, missing key pieces of information. Contacted B&Q and told not their problem even though they handled the payments and contract of sale and told me to contact the 3rd party. Another high street store out sourcing everything, another struck off the list”

Helpful Report

Posted 8 months ago

“Terrible experience with a large online order for loft insulation and boards. Paid the £30 for a booked delivery slot and received the confirmation but it never arrived. I kept being promised it would arrive by 8pm, then next day. It still didn't arrive and I was then told a multitude of different reasons until i lost confidence and patience and asked for a full refund. The whole process was painful and I must have wasted over two hours on the phone to the useless customer service number (most of the time I was on hold.) Definitely never coming back.”

Helpful Report

Posted 9 months ago

“This is for Marcell, at Norwich B&Q, Boundary Road store. Went to the building supplies till area and asked for a brown soil pipe, slow bend and 2x connectors. The lovely Marcell looked these items up on his and held computer and declared they did not stock them and they were probably online only items. I went to make sure the information given by this young, male employee was correct, and guess what, I found 6x bends and 12 connectors. I went back to show the staff that they had them in stock and was greeted not by an apology by either Marcell or his manager, who although the whole discussion was held a metre away from him, decided to adopt a "deaf ear" to the proceedings. Well done to the pair of you. The lady employee at the collection station, however, found the items on the computer and that there was plenty of stock, but of course she was only a woman and apologised for their male chauvinism.”

Helpful Report

Posted 9 months ago

“Just bought a £100 B&Q giftcard only to find out it can’t be used to purchase almost anything from B&Q or their website and no refunds do I’m literally out £100. I’ve never seen a giftcard from the literal store itself that doesn’t work in the store?? Make it make sense.”

Helpful Report

Posted 9 months ago

“Awful customer support I bought a garden coffee set for £780 from B and Q online on 13th.June.They said the delivery date would be Friday 21st.June. The set never arrived. I contacted the customer care number they provided. It is a call centre in South Africa. Despite 6 further calls to South Africa over an 11 day period, and 3 visits to my local B and Q store, I still have not received a refund. I have told the local store manager that I was taking legal action and the manager has informed me today that the order is finally cancelled and that a refund will be processed soon. This has been a long and drawn out battle and I have found this whole experience stressful and extremely frustrating. The local store manager told me there was a problem with the B and Q SAP System and offered me a derisory £20 in compensation which I refused. I still await a refund. I will not shop at B and Q again and would advise anyone to reconsider before ordering anything online from B and Q. Their customer support is disjointed and not fit for purpose.”

Helpful Report

Posted 9 months ago

B&Q is rated 2.2 based on 2,568 reviews