No code on the broken product to identify a suitable replacement. I ordered 3 and the staff in store were exceptional in helping me narrow down the most appropriate one - THANK YOU SO VERY MUCH!!

Episode 4!!! In relation to previous entries, we were told we’d definitely get a call back today to confirm a refund had been done, no surprise that we’ve had no call, and still no refund! So that’s 8 calls we’ve made to b & q, and 8 times we’ve been lied too, we are still £900 out of pocket! We need this money, and b & q have had it for over 3 weeks!!!!! This is actually starting to feel criminal!!!!!
I will co to use to post reviews at each stage until this is resolved!!!! Next step is going to be small claims court, and to the media and ombudsman.

Purchased a "Large Bag" of building sand for £3.75. There was no weight indicated on the packing which I thought was a legal reqirement. The bag contained 19.5kg with a high moisture content.
A 25kg bag in Spain costs £0.74{Obramat} and a 25kg bag of dry Cemex mortar mix ££1.48, one tenth of the B&Q price. Rip off Britain?

I've always shopped in B&Q for most of my DIY and it's a great store where you find everything you need.
Recommend

Very happy with the clear roofing sheet which I used to make a skylight in my new shed. Good price and great delivery.

I ordered nearly £100 worth of items, including two large plant pots( £30 each) hence qualified for B&Q’s free delivery. B&Q took the money and 3 days later cancelled the pots due to their own stock error, then had the audacity to charge me £6 for delivery because the remaining order fell below the free delivery threshold. If I had cancelled the items, fair enough—but charging customers because you can’t fulfil your own order is unacceptable.

To make matters worse, over a week later I’m still waiting for the final bag of compost. The whole purpose of the order was the pots, so now I have compost with nowhere to put it. Had I only needed compost, I would have driven to my local garden centre and saved both time and money.

Customer service was equally disappointing. Instead of resolving the issue or refunding the unfair delivery charge, I was told to call back once the order was finally complete. Customers shouldn’t have to chase refunds for problems caused entirely by B&Q. Very poor service and a disappointing experience from start to finish

Purchased timber online using a giftcard, called in to change the delivery address - that is not possible through their system. I was forced to cancel the purchase only to be told afterwards that the refund is not immediate and not to my card. I now have to walk in physically to a shop for this.

Ordered Pressure Washer Head online on 18th June - phoned 3 times to chase it up and still not been delivered. I have been promised it will be escalated but nothing has happened - very disappointed.

I have had a B&Q account for many years. However for some reason my password is no longer valid. I try to reset the password via a passcode that is sent to my phone, you are given 10 seconds to enter it. However the passcode is not received until the 11 second so when you put it in it fails. Have tried contacting the contact centre several times over the last week which is based in South Africa. Responses have been my equipment is not working or call back in 48 hrs. Any excuse given not to do anything. It appears B&Q no longer wants online orders. Suggest one goes to another more helpful merchant.

Efficient as I ordered and collected the same day and happy with the product.

Bought a fridge from bq but later found out it was home furnishing. The item arrived damaged and bq directed me to speak to home furnishings. I bought and paid for an item from bq a trusted trade name but now it seems they are a platform for other retailers so you need to be prepared that bq do not take ownership.of any online purchase as it is a third party shocking never again would I purchase through them online without physically knowing the product is theirs or not

I still haven’t received my order despite ordering over 15 days ago and no one has communicated with me.

Placed order on line - they confirmed order and Delivery date on order was given - so arrangement made around it ( time off work / builders etc) less then 24 hours before delivery due ,the company they used changed delivery date to 4 days later , then changed again to 5 days later !. B&q can’t speak to them for you. I rang them , they talked over me , would not let me speak to , didn’t care about my complaint and said they can only raise an incident and no sympathy given for the call handler at all - she admitted nothing she could do !
B&Q tried to say it the merchants problem- as they pick delivery - but my
Order was with B&Q and they won’t even help . To think it’s acceptable to cancel a delivery 24 hrs before it’s due and say new date is 5 days later the day is shocking . I can’t describe how disappointed I am .

Our local B&Q Mark was so helpful our led bathroom light stopped working so we told them in store, the manager said just fetch it back we will replace it, so that’s what we did not hassle very straight forward and very helpful.

Ordered a childrens slide and double swing set and house, 1 week later no movement so I called the customer service desk and was told it would be delivered by 8pm that night yet it hadn't been despatched, she put me on hold and despatched the item, i stressed I was going on holiday in a few days so needed to know when it would be delivered, she said Wednesday then by the end of the week, she then put the phone down me as she kept back tracking. I phoned again and was told it was lost! I was offered a refund which I had to choose.

Purchased a Byron Door Bell from Clacton B&Q on 17th July. Fitted it on 23rd July. The chimes appeared to work but the bell push did not.
I took it back to the store where they refused a refund.
Robin the store assistant on the till stated that they had many of these returned as there is a trick to get them to work. I asked what that was and he said the colleague that knew the trick was not at work.
They are knowingly selling defective goods.
I contacted B&Q customer services. They also said they could not help.

Great experience Janet at the Scarborough depot was very helpful , wanted to buy a strimmer but the box was all ripped it was the last one , so Janet took it out of the box to make sure all the parts and instructions were there , otherwise we would have bought it elsewhere .Great customer service

had an issue with damaged flooring on delivery and it is still not sorted 6 weeks later. terrible customer service, they state they will contact you but don't....

Terrible. The wrong item was sent, I arranged a return, it took a week to collect. Then after many phone calls and emails, I finally got my refund, 5 weeks later. I was promised a voucher for all the trouble and the many hours I spent on the phone, for it to never arrive.

Do not purchase a gift card to use online. I ordered my items online and the following day they sent me a notification 1 of the items was unavailable. This was flooring so without 1 item I am unable to compete my floor. They refunded me with a credit note, this can only be redeemed in store so the delivery is now moot, I have to go to the store to collect my item and the credit note. The information online does not include this at all. Had I know I would never have bought a gift card. Then I called customer service, utterly pointless rude, dismissive and totally indifferent. Complaints are not available.