DIY Reviews

Same as reviewer before me.

When ordering and taking the money, the goods are in stock. Then need to wait for 4 days to get it delivered (bulk) and told end of the delivery day by email that the delivery is cancelled. No explanation given. When I complain, I was told it was out of stock. I went back to the site, took a screenshot of the page showing clearly it's in stock for the post code and sent it to their customer service. They told again to my face it's out of stock (despite the site showing it's in stock) and give me a number to call the bulk team to check myself (if I am not convinced?). So you can't trust the site.
What sort of company doesn't keep track of stocks properly.
What sort of website give you such bad faith and service.
Bottom line, they will refund my money, it can take up to 14 days to reach me. So they have kept for 18 days (4+14) my money knowing full well the stock isn't there, but not bothering to tell that to a client at the time of purchase (I would have settled for a call or an email 1 or 2 days after purchase confirming unavailability).
I am pretty sure that does infringe some trade laws, keeping client money for so long, with nothing to show for, but knowing full well a client is paying for a ghost product that was never in stock in the first place.

So to avoid...

I bet competitors could do a better and cheaper job, and that wouldn't be hard.


Just typing "B&Q company profit" on Google, I got that...

B&Q owner Kingfisher has revealed profits soared above £1 billion last year as the DIY boom seen throughout the Covid-19 pandemic continued. Bosses said the extra cash would be handed out to shareholders through dividends and buying up stock to boost the share price, with £550 million returned to investors. 22 Mar 2022
Source: independent

Who cares about customers?

The web site is a sham after travelling to a different store because the web site said there was no available stock in my local one it turns out that there was and someone just hadn’t updated the web site !
Maybe 30 years ago but not today folks really so I had a waisted 40 mile round trip the I could have done in 5 !!

After ordering a wardrobe it turned up with boxes all torn to pieces with all items inside damaged. There were 6 boxes all damaged. I contact them and made them aware and they could not do anything straight away and said I would have to wait a week for new items to be delivered and the old to be taken away. The new items were delivered and again all boxes were damaged and I would not accept the delivery as there was clear visible damage to the items. They refused to take the other boxes away as well

Don't bothering online they get stores to fulfil the orders and they never send them out

Yeah the online side is a mess - they don't know what they've got in stock and when, so you make an order and then it gets cancelled and they keep your money and refund you at their leisure. Impressive if you liked internet shopping around 1998. Nowadays it's just bad.

Excellent customer service, replaced a damaged item when Keter didnt respond to emails, can't fault them at all. Arranged collection and replacement of item a few days later

TERRIBLE SERVICE i received a text the day before delivery date confirming delivery and informing me i would be called the next date 30mins before delivery. the delivery never arrived. i called customer services and got directed to Chat that chat rep said it was best to call the Beckton store. i called the store 6 times 3 times the call was disconnected before someone picked up twice they picked up and put the phone down the 6th time someone picked up and transferred me to someone else i was on hold again! still waiting no contact no goods no refund.

Lets be honest . if you are able to visit a store and find the product you are after this store does what it says on the tin. However if you require something that is either ordered in store or online their service is a massive let down and whoever is responsible for ensuring the delivery side works and the customer experience is at the level it should be is not doing their job and needs to be sacked.
Online is the way forward now but this company must lose so much revenue due to customers not returning a second time im surprised nothing is done to fix the problem. Im a Customer operations manager for one of the UK largest companies and have direct responsibility for half of south London and if my company was failing its customers like B&Q are doing i would be out of a job tomorrow. Maybe i should offer my services and provide them with an action plan to tackle the incompetance which seems to be an issue throughout the country.
B&Q you have been around along time and you are one of the first places that comes into our minds when we need something and are still somewhere we like to visit. Nothing works 100% all of the time but if you do not change and sort things out i fear you will become the next big retailer going out of business. And that will be a loss.

Online shopping with B&Q is how other companies should aspire to be. I have ordered quite a lot from this company and their delivery drivers are superb. They always call en route, are really friendly and never complain about carrying anything (no matter how heavy it is) up to our first floor flat.

On the two occasions we received faulty products B&Q’s customer service team have organised replacements and collection within a few hours of receiving the initial email from me. There is no quibbling from them just complete efficiency in resolving issues. They clearly consider customers as a priority and we will continue to use B&Q as our first point of call for our DIY projects.

Honestly the in store experience isn’t as good but as an online retailer I genuinely think that they are the best.

Edit- I don’t know why Trustpilot have put ‘invited’ by my review. Nobody asked me to write this.

Bunch of crooks. Ordered compost online, the van turned up to deliver but they 'forgot' to put my order on the van. Told they would redeliver. Heard nothing. Called the contact centre three times, they say they're unable to contact the store as they don't answer & they can't refund as the store has to do it & apparently there is no way for the contact centre to refund an ONLINE order... Seriously

worst online purchases EVER !
if you purchase items are sent from your nearest store, if they are out of stock then you are offered the chance to pick up from the nearest store that has the item, if i wanted to pick up myself why would i order online??? also you fill your " basket " online, get to check out only to be told " some items are not available for home delivery " why advertise them then ???, i will never try and buy from them again, there are so many other good reliable options

I purchased a Lazy-Spa from B&Q, list price at the time was £863. I managed to use my B&Q discount for a slightly better price. At the time they would not price match a competitor that was cheaper as they “don’t price match sellers who have it on discount”. A bit poor but fair enough. Delivery was delayed as it was never sent out by B&Q so I had to chase them. Eventually got shipped however before delivery I happen to notice B&Q dropped the price by £231. So I called customer support to ask them price match/refund the difference. The nice chap said being a Sunday there are few people around and he has to go through web chats him self and wasn’t getting any clear answers. He advised me to email customer support. I did this and was advised I would get a response in 72 hours. No response do I called up 3 days later to be told the case was closed. No explanation or reason. So I emailed again asking for an explanation. I was told to return and buy again, guess what’s it’s now out of stock. So I emailed again, this the response I got from them;

“I am saddened to hear that you couldn’t purchase the items when they are on sale. I completely understand how frustrating it is for you and why you wanted to raise this with us. However, I want to inform you that we are not able to add vouchers/discounts retrospectively after the purchase.”

Unhelpful and dishonest response. I feel cheated by B&Q and not for a small some money.

Take home message B&Q do not have any price match policy they will honour, they will try make you go away my ignoring you and then say it’s your problem. If you ever think your going to need customer support on any product you buy then NEVER buy from B&Q.

I ordered doors which were delivered by DX and they arrived damaged. After being very upset with the coldness of the dx driver I called B&Q customer service. The customer care specialist, Sophie A was a breath of fresh air. I have been recommending B&Q because of the outstanding customer service I received. Sophie truly showed she cared to this customer. Sophie helped me through a very bad day and I truly can't praise her enough. I was then contacted by Josh M. Josh was brilliant too! He was calm and reassuring. Josh immediately understood the stress I was under due to the sad circumstances - my dad has been given months, if that, to live. Rearranging Dx' failed pick up was simply not going to be possible. Josh told me not to worry as he would get it sorted and said that I had enough to deal with. What a blessing to have had Josh contact me during my difficult and very emotional time. I was then contacted by a resolution manager, Hayleigh, who reassured me that everything was sorted. Hayleigh kept her promise, arranged everything so I didn't have to worry about doors, which were the least of my worries, or having to deal with DX. Hayleigh phoned when she said she would and was so efficient and caring. B&Q YOUR CUSTOMER SERVICE SPECIALISTS ARE INCREDIBLE!! Thank you!!

I have two valid gift cards< I was told by Customer services I can use these when making an online purchase. load of rubbish cards dont apply, Bloody rip off. £45 down the drain

Awful awful service from customer services after not receiving my delivery and not one phone call to notify me I called them and was promised it was still coming and would here before 7pm. Called again the next day as nothing turned and was told it will now be in 5 days time just when the roofer was due to felt the roof I planned to build. Called BnQ Sutton branch direct who apologised and said they would have it out the next day, called in the morning to confirm and again oh sorry we can’t do it but can deliver it in 3 days time ?? this is the second time delivers have been messed up, I will never order from them again!!!!