Delivery was promised for 20th and 21st April. Not only did it not arrive, I got no notification that it was delayed! I had asked a family member to stay in all day so they would be able to take delivery! Only when I rang customer services on 22nd did they tell me that delivery would be 24th April - today. We'll see!!!

In store everything is good, however when ordering online it is a very different experience. Deliveries are not on time or even delivered at all (even though B&Q tell you it has) Customer Service simply do not help and are actively obstructive in resolving issues. Simply put don’t order online!!

Their customer service is truly dreadful. My order has failed to be delivered 3 times, I have made multiple calls to their call center but am getting nowhere. Each time I'm promised it will be escalated, but still no phone call back.

Ordered hardware and internal doors in March for booked delivery in April, received hardware a week before date agreed in a box left on doorstep, had delivery of doors confirmed with times a week before and the day before by text with 2 hour time window. On day of delivery and in between 2 hour window, received text from courier saying not at warehouse and delivery won't be made, then it just got worse, emails to courier and B&Q not replied to, phonecall's not returned as promised and battle to get money back involving paypal

Helpful staff at self service , half price plants … what’s not to like

Look out for their buy 4 plants for £14 scam. They have a mixture of plants and herbs all with exact same buy 4 for £14 label on. I got a mixture of 4 plants hoping to get them for £14. Did I? No. At the till they charged me full price. They had to be 4 of the same plant. A real scam trying to get you to buy and pay more. I complained to the supervisor but she didn't care.

Ease of ordering, good delivery, everything you need.

The till staff are always superb and helpful.

Excellent cushions very reasonably priced.
Helpful staff

I ordered a Keter storage cabinet. I go to open the packaging and water is flowing from it. The panels inside damaged. I contacted B&Q and they said for me to travel 20 miles and take it to the store. They will not answer my emails since.

Staff weren't at all helpful with scanning the products, just shouting at me "SCAN!" and pointing at the machine. I was so disgusted to be shouted at from staff not doing anything, I abandoned my trolley of compost and walked out, bought elsewhere and I won't come back to B&Q again, ever, after 40 years as a customer. I've had enough! Self-scanning in a massive warehouse is simply ridiculous. Store - Greenwich, Date - 22nd April

Sink delivered late with missing parts, had to wait another week for replacement which also arrived with the same missing parts. Promised to arrange a collection that never materialised so had to call again. Agent on phone was rude and hung up. Left a complaint on Facebook messenger where they rang me back. They are not very flexible with collection dates, without me having to take another day off work at further cost to me I have to wait until June for it to be collected so I can get a refund. This has been ongoing since March and I have lost 2 days of work, had to buy the sink elsewhere at further cost as my husband had quoted for the job based on the price and they expect me to either take further days off or travel to the store for a refund.

I ordered a toilet on the 15th April to be collected within the following 24 hours. I received two texts advising me to check my emails for further details. I received no emails. I rang customer services twice that day and was advised that the emails had been sent. The following day, after collecting the toilet, I received another text advising me to 'check your emails for further details'. I still haven't received any emails for proof of purchase.

Helpful assistant Amy ( at the Scarborough store)
First class service
Even helped me carry my goods out to the car

Staff very helpful and knowledgeable. Nothing is too much trouble.

I ordered some paint and, when it was delivered and I opened the box the paint was everywhere, half of the tub had spilled into the box. I put in a complaint and I have heard nothing, no refund, no replacement, no sorry. I will not be ordering from them again. My front room is not finished now due to the paint loss. Unhappy customer.

Hello, we have recently bought some Leyland paint from B&Q. The colour should be beige telling, but when we applied it. It is nothing like the colour advertised. We contacted customer service, which was extremely poor service, you couldn’t hear the person speaking, because it sounded like they have the whole family in that one room. I have photos of what the colour should be, to what the colour is. We just wanted an exchange for a colour we are expecting, but B&Q aren’t happy to help.

B&Q online
This company is beyond rubbish. The shops are mediocre at best but at least if you go there and the item you want is there, you'll get it.

But B&Q online genuinely isn't fit for purpose and shows you very clearly that this is NOT a serious shop if you are doing or having work done and need materials.

Find some other DIY supplier or stockist elsewhere before you start a project because this company will let you down.

I ordered a delivery of gold pea gravel for my garden. First delivery turned up and half the order was missing.

Apparently, the other half of the order hadn't been loaded on the delivery van.

Then I'm informed that the other half would turn up today 23/4/ 2026. So for the second day in a week I've waited in all day because they didn't phone the night before with a delivery time slot.

Then at 4.30pm I'm told they are not coming after all.

Why? My order wasn't put on the van. Again.

I was informed they will now be coming on the 29th.

Only they won't. I've cancelled it because I can't keep waiting in all day, wasting my time, while my job remains unfinished.

Clearly the order isn't coming.

I'm annoyed at this shoddy service but if I had workmen waiting for materials to finish a job I'd be livid.

But my lesson is learned. This isn't a serious materials shop for proper home and garden jobs.

Find one that is, get your job done properly. Not a half finished one you'll get by ordering from B&Q.

Absolute **it show!!!

Using a self serve till when holding three long lengths of wood not easy.