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

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

“Gareth did a fantastic job helping us plan our new kitchen. His knowledge is fantastic, he was very patient with us, even when we changed the plan completely. Thank you very much Gareth we really appreciated it 👍”

Helpful Report

Posted 9 months ago

“Based on my recent experience with B&Q, I feel compelled to share my disappointment regarding their customer service and seller management. I ordered the Einhell 18V Twin Pack (PXC Combi Drill, Metal Chuck, Impact Wrench/Driver, and Battery) from their website. However, upon receiving the package, I found that the impact wrench and drill bits were missing, which was particularly frustrating as the impact wrench was the main item I required. The seller, Buyaparcel, informed me that the issue was due to B&Q's listing error. However, the only resolution offered was a return or a discount, neither of which addressed my immediate need. The most frustrating part was the lack of communication and resolution. Despite being promised replies within 48 hours, I found myself waiting for over a week with no significant progress. I requested a return label, but no action was taken. Even when I contacted B&Q customer service, the responses were unhelpful and dismissive. The representative, Zukiswa, merely reiterated that the seller was responsible and did not provide any proactive solutions. In a situation like this, I would have expected B&Q to step in and resolve the problem promptly. An immediate full refund without waiting for the seller's response, or sending me the missing items from their store's inventory, would have been a reasonable and satisfactory solution. This level of proactive customer service would have demonstrated their commitment to customer satisfaction and maintained their reputation. In comparison to other platforms like Amazon or eBay, B&Q's handling of this issue was subpar. There was no buyer protection, and B&Q showed little accountability for errors on their platform. This experience has left me highly unlikely to shop at B&Q again. Their customer service did not resolve my issue, and I ended up out of pocket with incomplete orders. Overall, my experience with B&Q was very disappointing, and I would caution others about the potential for similar issues and poor customer service.”

Helpful Report

Posted 9 months ago

“Trying to get a refund from this company is shocking. I have contacted the customer service, which I presume is not in the uk. Have been told 3 different stories so far..... each one giving me a different time scale in receiving my refund for the item I cancelled. Have been very patient, but I'm afraid it looks like I'm going to have to take this up with my credit card company. Totally unacceptable I shall never order from this company again and shall not be recommending them. Please be aware when purchasing”

Helpful Report

Posted 9 months ago

“Item ordered never arrived, took 2 weeks so far to try and get a refund through the utterly abysmal customer support centre based overseas somewhere in a cupboard. Will never order from B & Q again, absolutely shocking service. AVOID”

Helpful Report

Posted 9 months ago

“Utterly shambolic and totally incompetent foreign call centre..!!”

Helpful Report

Posted 9 months ago

“Item never arrived, difficulty contacting customer service, problem escalated three times- nothing happened. Threatened legal proceedings- refund made after six weeks. Won’t be shopping there again!”

Helpful Report

Posted 10 months ago

“Insisting I am in for delivery (booked the morning off work) and then not turning up, isn't acceptable. Sort your logistics out!”

Helpful Report

Posted 10 months ago

“John on the trade counter went out of his way to help us Store BridgeHall lane Bury Lancs even though we weren’t trade customers”

Helpful Report

Posted 10 months ago

“I am creating a garden with my youth group and as part of that we ordered a shed from B&Q. After Realising that the delivery time was too late, I rang their call centre and cancelled the order. I was told that the order was cancelled and I could expect a refund in 3 to 5 working days. A week later, the shed turned up. I spoke to the delivery driver and asked him to take it back as the order had been cancelled, which he did. I again rang the call centre and they said that the order had not been cancelled and as such I couldn’t have my money back until it had been investigated. I have now been waiting over a month for my money back, I get constant emails telling me that B&Q are ‘escalating this’ and ‘looking into it’ but still no money. The really sad thing is that this refund was to pay for the next part of our garden and as such we have not been able to continue ☹️ Buyer beware!”

Helpful Report

Posted 10 months ago

“Ordered Gardening supplies as a bday present from B&Q, took 6 days to deliver and the main items weren’t delivered at all. I have been waiting for over 2 weeks now and have yet to receive any further communications from their customer support team. Worst experience ever, absolutely abysmal service, avoid at all cost!”

Helpful Report

Posted 10 months ago

“Purchased a marquee online from B&Q. Item had four faults, frame buckled, stitching issues, bag weight zip fault and clips missing. Contacted B&Q services and they ask me to contact their supplier and deal with them direct, and told me there name and ask me to find there contact details online. I reminded B&Q team I purchased this item on the B&Q website and paid B&Q for this item. They would not let me return this item to their store which is in my local town. Hopefully this is a warning to others or hopefully someone in B&Q senior customer service teams reads this update and looks at this case and learns from this?”

Helpful Report

Posted 10 months ago

“Do not use this company. New freezer turned up damaged large dent on the door after pictures and lots of emails was offered £23.00 to keep the freezer with a damaged door No thanks not worth the hassle. Will never use this guy's again they just use their name goods are from third party companies 🙄”

Helpful Report

Posted 10 months ago

“Appalling service from B&Q I ordered a Worktop on the 6/5 but due to B&Q’s slow delivery service they only had a delivery date until the 17th. I had to take a day off work to be home for the delivery date as you don’t find out a time until the day before. B&Q delivered the wrong worktop on the day so I immediately called them about it. It’s been 6 days and I’ve still not got a phone call about my order despite being told I’d get a call by 5:30 the same day. I want to cancel my order but as I paid with a gift card they are telling me I can only get payment back on gift card……….i don’t want to ever shop at B&Q ever again. Give me my money back and I’ll shop elsewhere”

Helpful Report

Posted 10 months ago

“Went to B&Q lakeside to get a replacement toilet seat for the teesta toilet we purchased around 6 months back due to a broken slot for the anchor point. No replacements on shelf or the stand showing the required seat not on the seat display but a display toilet model to view, I called a member of staff over he was called Simon who said don't sell separately and wasn't much help at all. I took the display seat off the display toilet and went to the tills to ask would it be possible to either order one or purchase the display seat. Whilst taking talking to the lady at the head of the till section the lady spoke in her ear peace to security as an alert was called out to the people walking round with the toilet seat as may steel. Which my wife and I laughed at. The lady I spoke with asked me to put the toilet seat back on display toilet and she would take one out of a box so I could purchase it. After putting it back on the display toilet and returning to speak with the lady Simon appeared and was taking to my wife he had stopped the lady getting the new toilet seat from out of a toilet box and said we had to talk to the toilet manufacturers to purchase direct and seemed to become hostile. I asked can I not purchase the display toilet seat he said NO gave my wife a piece of paper and said call the manufacturer, i asked to speak to a manger where he the said I AM THE MANAGER (caps for they rudeness) In a tone that wasn't appropriate which made me have anxiety to where we purchased the rake we had and left the store felling quite disturbed with how this level of customer service is appropriate at any stage and levels of anxiety where I did not want to go else where shopping and went home. All in all a terrible experience and won't be returning to this store”

Helpful Report

Posted 10 months ago

“God awful website. Constantly have problems logging in, and on the rare accoasions that I can log in, numerous payment methods fail with the website trying to blame my connection. Shocking doesn't quite cover it”

Helpful Report

Posted 10 months ago

“They did not. I thought I was buying online directly from B & Q. I was not aware that B & Q were acting as agents for third party suppliers. surely. this is mirepresentation ?”

Helpful Report

Posted 10 months ago

“I needed some advice and help. Alice at B&Q Hemel Hempstead was outstanding. She spent over half an hour patiently listening to me and suggesting solutions. She sorted my problem and it is because of Alice I will use B&Q again. Fabulous customer service.”

Helpful Report

Posted 10 months ago

“I went to the Dragonville, Durham B and Q and the most helpful man helped me named Joe He was knowledgeable and took the time to help me colour match paints and find other paint that I needed Well done Joe you are a credit to the company”

Helpful Report

Posted 11 months ago

“Website shows cooker type cable for £10.99 per metre. In store they don't sell it by the metre. According to the rather arrogant assistant "it's over there,we don't cut it".that's the B&Q PAISLEY attitude.”

Helpful Report

Posted 11 months ago

“Made an order on 27 Feb 2024 (its now 07 May!), 12 weeks later, still not arrived. Constant phone calls, fobbed off, 'escalated', etc etc. Getting nowhere ARGHHH!!!”

Helpful Report

Posted 11 months ago

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