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

“EVERYTHING THIS IS WHAT THEY HAVE REFUSED TO REFUND ON UNLESS I PAY COURIER FOR RETURN (£50) PLUS £75 TO HAVE LIFTED WASTE OF SPACE AVOID B AND Q FOBBING OFF IS THEIR ONLY SUCCESSFUL ATRIBUTE”

Helpful Report

Posted 2 months ago

“I recently had a terrible experience with B&Q regarding a bathroom purchase and installation, and I feel compelled to warn others about the issues I encountered. Firstly, the installation, which was supposed to take place between the 14th and 25th of October, was abruptly cut short when our fitter was rescheduled for another job on the 23rd, leaving our bathroom incomplete. On top of that, I received two damaged baths, which caused even more delays. Due to the damaged products, I now have to wait at least another three weeks before any work can continue. This delay is extremely frustrating, especially since it stems from faulty products supplied by B&Q. Adding to the confusion, I was told that no replacement baths were available in-store, but I could clearly see two available online. This lack of communication and inconsistency has been beyond frustrating. To make matters worse, my home has now become a storage area for the incomplete bathroom, forcing me to take extra time off work. I also need to arrange care for my three dogs during the continued installation, adding more stress to an already chaotic situation. The team at the Derby store has been incredibly unhelpful and seems to think that this situation is acceptable. I was even told that other customers, including a teacher and someone who is going away, were being prioritized over my family. This response is completely unacceptable. I strongly advise anyone considering using B&Q for their bathroom installation to think twice. The lack of professionalism, damaged products, and poor customer service have caused nothing but stress and inconvenience.”

Helpful Report

Posted 2 months ago

“The worst company I’ve ever dealt with, sold me an infested plant, when I called to ask to return the plant their customer service literally said they’d get back to me, didn’t for weeks, and when I kept ringing them they said you can’t return plants (even though this was damaged). I sent photos etc they didn’t care. I will never use this company again for anything.”

Helpful Report

Posted 2 months ago

“Worst experience ever, their own website has other retails partners and when orders online no delivery for a week and then another week to get a refund. Avoid.”

Helpful Report

Posted 2 months ago

“Absolutely shocking communication from customer support”

Helpful Report

Posted 2 months ago

“Shocking customer service!”

Helpful Report

Posted 2 months ago

“A few days ago I purchased a multi pack of Architrave as it was plastic wrapped I only discovered that evry single board was bent like a dogs hind leg when I got to the job and unpacked it why is timber not dried before it is cut this stuff is not cheap”

Helpful Report

Posted 2 months ago

“Ordered some wall paper one line of which was 7 rolls of a particular pattern When the order arrived there were only 6 rolls and 4 different batch codes (colour variants). I rang B&Q. They were terribly apologetic and said they would redo the order with 7 rolls from the same batch and collect the original 6. They promised a call back to arrange this. Nothing happened. I rang back 2 days later. They again said sorry and they would organise it. Again nothing happened. I have now ordered a second batch of 7 as we have the decorator booked and no paper for him to use. I am hoping that out of 13 rolls we will have 7 of the same batch. As it stands I am likely to be faced with a bill from the decorator for wasted time/travel. I'll then hand over the problem to the credit card company as it seems B&Q cannot get the basics right. What a shower!”

Helpful Report

Posted 2 months ago

“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 3 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 3 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 3 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 3 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 3 months ago

“Shopped in Chorley store, Paint mixing lovely lady called Tracey Very helpful”

Helpful Report

Posted 3 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 3 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 3 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.”

Helpful Report

Posted 3 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 4 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 4 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 4 months ago

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