B&Q Reviews

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

2.2 Rating 2,543 Reviews

29 %

of reviewers recommend B&Q

2.2

Based on 2,543 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

Write Your review

Tell us how B&Q made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Joan Kennedy

ANON

Keith Atkinson

B&Q 1 star review on 11th September 2024

Swarn

112

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

“I purchased a new kitchen from them with a 25 year guarantee and one of the doors blew we returned it to b&q Derby and they said it was not covered by the guarantee,it had never been wet and the plastic was coming off we purchased a new door at around £50 and that mr was nearly a year ago and they still haven’t done anything about it,the derby store is refusing to respond to customer service, so the 25 year guarantee is not worth the piece of paper don’t bother to buy anything from them”

Helpful Report

Posted 9 months ago

“No text to say if pm/am delivery . And then no show on delivery day and I stayed in the whole day l . Then the run around from customers services .”

Helpful Report

Posted 9 months ago

“We were in the dewbury b&q on Saturday the 9th of march we were served by abdula and bidal the service was absolutely brilliant they were so helpfull and very friendly northing was too much trouble for them anybody wanting help with a kitchen theses are the two men to ask fab fab fab thanks donna”

Helpful Report

Posted 9 months ago

“In August 2023, we paid over £7000 up front to B&Q for our bathroom to be fitted. It's now March 2024 and we still have no bathroom and no refund. Work began at the beginning of October 2023. On day 2,the fitter pulled a large wire from the attic which was our main lighting supply for the house and resulted in us having to get a full rewire as no electrician would replace the wire with the old fuse board we had. We paid extra for the full rewire to be done so the fitter could come back in to fit the bathroom. Their fitter charged us an additional £415 for plasterboard and wood that he needed before beginning the job as he said it was not included in what we originally paid. The fitter removed the loft access with the promises of rebuilding it. When he was due to return to continue work, he did not arrive, giving many excuses. On a day he did actually show up, he cut one piece of board and sat in the bathroom all day without doing anything else. On that day he went through our bedroom to get a charger for his phone that was in my shelving unit beside the bed. We had contacted B&Q multiple times to discuss everything with no one returning my calls. We eventually had to go physically into B&Q to put in a complaint. The fitter was removed from the job but still turned up at our home on the Monday morning wanting to know what he had done wrong. B&Q sent 5 people to our home, including an electrician and bathroom fitter and a manager, to review the disgraceful state of everything and I was told that work could begin the next morning with these fitters. This did not happen and instead 3 days later after again chasing things up with B&Q I was told that the regional manager wanted to come to my home in 2 hours, I had to leave work to facilitate this. During this visit we were told that B&Q would not apologise for anything that had happened and there was no way we would have a completed bathroom before Christmas. Instead they arranged a fitter to come to our home to put in a temporary bath, a basin and some lino on the floor. We were advised that in January, this same fitter would fit our bathroom. At this point we had spent 9 weeks without any washing facilities, having to use a gym to shower. We had a toilet only. January came, B&Q emailed to say they would not do the work as there were structural things that needed to be done that had been missed on the original review for the job in August 2023. B&Q do not undertake structural work for legal reasons, however their fitter removed our main loft entrance and this is part of the structural work they will not replace. In January 2024, they offered a refund of £6200 and £1700 as a goodwill gesture. We refused this as it is not even the full amount we paid them and the £1700 does not even touch the cost of removing the incorrect work their fitter did and disposing of all of the materials we purchased from them. The pallet of tiles is still sitting in our driveway as we have no where to store it. All the units and building materials are scattered throughout our small home. Our bedroom still has a door sized hole in the wall where their fitter removed the back of the shower. Our bedroom and bathroom is separated by a sheet. The loft access that was removed is directly above the temporary bath they put in and the damaged plaster from this regularly falls into the bath. In order for them to give us a full refund and consider any form of compensation we had to compile all the evidence and receipts. Providing all details of monies spent, time off work and all costs. We provided this on the 12th of February and 4 weeks later we have still not had a reply other than to say they are looking into it. Additionally, they wanted us to provide multiple builders quotes on headed business paper with full list of materials and cost breakdowns for the "structural" work and the bathroom fitting, despite the thousands of contractors they have working for them and being a multinational company, they could easily do this themselves. It's currently the 10th of March, we still have not had a refund for our monies, any compensation and still are using the temporary bathroom facilities. Our home was completely destroyed. We still have not got a bathroom. For a multinational company this is a disgrace. They have been rude, unhelpful and their customer service is deplorable. The entire experience has negatively impacted our mental and physical health. 5 months since the beginning of work, we are without the monies we paid them (over 7 grand) and we still have no bathroom and they have still not resolved this issue.”

Helpful Report

Posted 9 months ago

“Absolutely awful service. Over £200 of goods damaged and some not delivered and no help from customer services at all. Have resorted to a charge back with the bank as B&Q has refused to offer any sort of resolution or replacement. I would absolutely avoid using B&Q”

Helpful Report

Posted 10 months ago

“Excellent service, availability of products. Always in and out with good staff, weekly.”

Helpful Report

Posted 10 months ago

“I will never ever ever buy anything from B&Q online. Ordered a memory foam mattress ut is just normal foam with 2cm memory. Absolute terrible item. Atranged for them to take back, CS sounds like they are in South Africa by accent of call centre. Arranged with APC to pick up, no one arrived after waiting from 7am to 6pm APC said it was delivery not pick up, B&Q via millions of emails said they had rearranged. Bloke picked up, I helped pur on van, then he knocked and said his boss told him too large to take and they would get fined??? Email from B&Q SA he said I hadnt covered, total lie. Phoned CS male ended up putting down phone cos I asked to speak to a senior member of staff to resolve. Phoned APC they are not answering calls. Now taking mattress to dump as I do not want, £98 pay cheap pay twice!!! B&Q never again will I use your online services. Do not buy their memory foam mattresses. Rant over. Uploaded proof I bought mattress cover if file accepted”

Helpful Report

Posted 10 months ago

“Awful don t touch with a barge pole spent loads on a new kitchen three worktop replacements and still not right and now they don t want to know best go to some where else for a new kitchen”

Helpful Report

Posted 10 months ago

“David in the St Austell branch is absolutely brilliant with regard to kitchen and bathroom design. Nothing is too much trouble for him, he has a wealth of experience, is always patient and never fazed by any changes we made (even after purchase). David stands out head and shoulders above any other salesperson we have dealt with - well done!”

Helpful Report

Posted 10 months ago

“This bed is not as advertised. Don't be fooled. I ordered the bed off B&Q on line. So as far as I'm concerned my business is with B&Q. Even if this item cones from an outside source my dealings are with B&Q. This bed arrived yesterday. The box was damaged like it had been opened and returned because it had been taped up again. The delivery person would not put the product over the threshold of the door and stated they are not to go inside the house. The deliver people were Tufnells. When I opened the box. None of the items were wrapped to prevent damage. Plus it did not have wooden slats like it states in the advert of the manual. It has metal tubes. The whole point of getting this particular bed was because it had wooden slats. Even on the box it has a picture of the bed with wooden slats. The real issue is getting it replaced or a refund. You can only contact the seller through B&Q via an on line questionnaire. Which in turn can take up to 48hrs to get a response. I would advise not buying such products from B&Q unless it is a B&Q item. Trying to telephone B&Q raises other issues. Since you are sent to a call centre in South Africa, who decide to cut you off. Stay away from this type of buying. It's a headache to get a refund or item changed.”

Helpful Report

Posted 10 months ago

“Absolutely appalling service from b&q, paid for delivery of a light fitting, on day of delivery was informed by dpd they would not be delivering my parcel, can only assume it was damaged. Have rang b&q 5 times to the point of ranting and screaming for my money back as have not received goods, still waiting 18 days later. Ive spent about 15 grand in b&q over the years an believe me when I say they are not ever getting another penny out of me.”

Helpful Report

Posted 10 months ago

“Will at the TELFORD B&Q store provided us with an uncompatible wardrobe 'solution'. We wanted sliding doors. Our design was built on their wardrobe designing system, and we underwent an extensive conversation about our requirements. Yet, the sliding doors they sold us are not compatible with the carcass they sold us. We were told we would need to build our own bespoke made to measure frame for these doors to work. This was not mentioned. Plus, if we were to go this route, the caucus would not even be required. We could have cheaply added a railing/hanging system. WILL knew we were in a rented property and moving soon. So made to a bespoke frame was bot what we was after, but doors simply to fit the wardrobes being sold. He TOTALLY MISS SOLD THIS PRODUCT TO US! The women (manager) in today, Monday, 12 Feb, was condescending and rude. She tried stating WILL took us to see wardrobe units the other end of the store. This is INCORECT. We never saw anything, nornwere we give an option to view any wardrobes. In fact, we were told they DID NOT HAVE A DISPLAY. She said we were not MISS SOLD we were because the sliding doors do not fit to the carcass purchased like we were told. She stated we provided the wrong measurements incorrect again. They have the exact correct measurements we provided. Also, this is irrelevant to the doors not being compatible. We were threatened that we could not even return the sliding door as it had been 2 weeks, to which she was reminded of our consumer rights. Immedietly, she back tracked to saying they could be as were not opened. We categorically know the difference between a carcass option and a ceiling to floor more minimalist approach to wardrobes. We looked at Homebase's options, and they only had the fitted, not carcass option. We made this very clear to WILL that we wanted a wardrobe that was movable to our new home. We did not want the option like Homebase offered. We came back to B&Q for a second trip after viewing the alternative options and knew what we wanted and made it very clear. It seems like they are more interested in their sales numbers than provided an actual solution for customers. So we have had to buy hinged doors. These have come to £26 less than sliding doors, a joke in itself. We have massive sliding doors in our home, waiting to be collected and have a wardrobe that is exactly like we had before. What a complete waste of time and money!”

Helpful Report

Posted 10 months ago

“Worst of the worst. Avoid this company. Still waiting for them to collect a large item from my house return from 2023. They just email me saying we are investigating why it's not been collected. Really just collect it and refund. They just take people's hard earned money like thief's and run away.”

Helpful Report

Posted 10 months ago

“Poor service, Poor design, poor delivery. Avoid at all costs. 10/10 for stress. Highly recommend shopping elsewhere from my experience.”

Helpful Report

Posted 10 months ago

“Unhappy with the Louth branch visit; I usually pick up paint for jobs there without needing ID to use my trade card that I have had 20 plus. Surprisingly, they insisted on photo ID this time, though I was there just yesterday without the request. If I can't use my trade card easily, I'll consider going back to MKM due to this disappointing service. If the ID policy is consistent, it should apply to all stores at all times; however, I would not be thrilled about carrying ID just to by paint at work everyday. Manager was no help at all needs to train all staff the same. Maybe even train the manager to run the store correct and consistent.”

Helpful Report

Posted 11 months ago

“2 reviews on trust pilot. Another review I ordered goods for delivery 23rd January. The next day they cancelled one of the two items ordered. But you dont get your delivery charge of £6 refunded, even though they cancelled. So I cancelled the 2nd item. I gave been waiting from 26th January to 2nd February for a refund, I have asked for delivery charge refund. They have now told me 3 to 5 working days for refunds. Funny that when I first requested refunds on 26th January. A point to make, if you dont ask for the delivery refunding you dont get it. Nice little earner b&q.”

Helpful Report

Posted 11 months ago

“Worst online service I’ve ever had. don’t order from this company. Avoid 3rd party sellers at all cost. Moderix via B&Q Marketplace. Avoid! Discussing customer service. Don’t waste your money. Don’t waste your time. Shocking shocking service.”

Helpful Report

Posted 11 months ago

“I recently received an email confirming that I could return items at any branch of B&Q. With this information in mind, I decided to take my item to the nearest branch located in Yeading Lane, Hayes. However, upon reaching the customer service desk, I approached a customer service agent named Aarti. Before I could even finish my sentence, Aarti jumped to conclusions and refused to accept the return. Despite my attempts to explain the situation, Aarti displayed rudeness and a lack of customer service skills. To make matters worse, she called over another lady who exhibited the same behavior. Frustrated by this experience, I made up my mind not to use B&Q for any future purchases.”

Helpful Report

Posted 11 months ago

“I have been a customer for over 30 years, I will no longer be a customer after todays experience. I went for a new kitchen light fitting and a number of different light bulbs. I confirmed with staff at the paint department there were no members of staff on at the electrical fittings department, despite going to the order point and ringing for assistance as per the directions and waiting 15 minutes with staff walking past and just ignoring me. There were absolutely no staff with any knowledge of the light fittings / bulbs to assist at Crownhill, Plymouth today 22/1/24. I will use other electrical outlets in the future, it was an absolute disgrace. The review gets a single star as there is no way to give it a minus star”

Helpful Report

Posted 11 months ago

“B&Q Bury all staff great. All helped us pick bathroom for my son Jake was an absolute superstar… He would be an asset to any business. Well done Jake for your service a pleasure to come into store when you’re helped by someone like you 🤩 Thank you”

Helpful Report

Posted 11 months ago

B&Q is rated 2.2 based on 2,543 reviews