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B&Q / Diy.com
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2.6 1 Review 24 Complaints
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B&Q / Diy.com Complaints 24

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8:54 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

B&Q / Diy.com Terrible company

Bought a shower bath and glass door with side panels in the so called sales - supposedly had 50% off the original price - well that was written on the price ticket at the time. Had lots of problems with delivery (too many to mention). On one of our many revisits to the shop concerning these problems we noticed that the bath and glass door had (only a few days after the end of the sale) gone unbelievably down to a price lower than we paid in the sales (when we had a so called 50% off). Has this happened to anyone else? I am sure it has, but whether or not they noticed I don't know! We paid around £350 and were led to believe this was half price! In fact we consider ourselves conned and now realize we paid higher than the actual price! There were loads of these particular shower baths in the sale and there still loads now. Can't believe B and Q would do this. Not only this, but the bath was delivered damaged and all the parts missing!

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3:37 am EST

B&Q / Diy.com Bathroom Installation

I am very upset with the service i have recived from B&Q, I purchased a Bathroom Suite and other iteams for the bathroom, when it came to making the full payment on these products B&Q was more than happy to take my money and i had serveral calls to make payment from the staff. Once the payment was made i didnt get a installation date from B&Q until a month later and thats was only because after the constant phone calls to B&Q for a installation date i had to make a visit to the store myself. Everytime i spoke to a member of staff on the phone the was very unhelpfull and was'nt will to help. I was given the installation date 10/11/2008 but the B&Q team failed to turn up, when i rang the installation date they advised me they trying to get hold of someone to install the bathroom suite, and dont know how long it will take. This is disgusting behaver from B&Q as a company and from there staff, its like once they have your money in their pockets they dont care when the iteams are installed or even delivered.
If i had the choice i would never of gone with this company and in future will not recommend anyone to go with this company either.

I am very upset and angery with B&Q and think they need some training in Customer Service and achiving objectives because clearly they are not doing this at the moment.

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GeorgeJohno
Birkenhead, GB
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Jul 12, 2022 12:58 pm EDT
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Hello

I we went B&Q Bidston Merseyside picked out new bathroom in January next stuff gets delivered the fit date is not to April 2022.

Wednesday turn up after Lunch Remove some of the bathroom.

Joiner arrives Thursday Knocking tiles of the walls removing wet plasterboard.

Fitted New Plasterboard

Plummer turns up removed tiles off floor and under toilet (the toilet Wobbly) good job we had a camping toilet ( WERE WITH OUT A FIXED TOILET FOR 10 DAYS).

New floor fitted.

Plummer fitted shower base and toilet copper pipe work stabs.

Tiler comes why is the still old tile cement on the walls tried getting some off give upTiled walls and Floor.

Plummer fitted toilet vanity unit basin and shower cubicle Pipe work

Bottom line is there is no supervision COW regarding Quality woof work, no written scope of work.

The wall tiles were fitted by dating cement in 5 places

the floor was 18 mm Marine Ply they do not follow British standards regardingg floor and tiling

Were the floor meets the carpet threshold the tiles are uneven in length but Contractor said okay, also the contractors work from them selves other work on.

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CarolynR
Newcastle, GB
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Jun 19, 2011 7:40 pm EDT

When I went into the shop I said I wanted a soft close toilet seat with my bathroom suite
When I saw the designer I said I wanted a soft close toilet seat
When I saw the surveyor I said I wanted a soft close toilet seat
My suite was delivered yesterday guess what it doesn't have ! a soft close seat
When I checked the order number in the brosure it was the standard, silly me for not checking or have they pulled a fast one?
The fitters coming tomorrow and Im furious poor s** they have my money so I don't suppose they care, that is until I go into the shop with my megaphone let's hope I'm arrested the publicity will be so good for them
Watch out Washingto, Tyne and Wear here I come

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jenny carpenter
sutton, GB
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Jul 19, 2010 12:44 pm EDT
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I have just had a three month nightmare from B&Q Installations with my bathroom. Still ongoing. All I can say is NEVER EVER have an installation by B&Q as they have no customer services training, take four weeks to get a part, and a further two weeks to find a remedial fitter. They have just offered me £200 compensation! Told them to stick it. Will instruct a solicitor as we have all the photos documenting the disaster, and you being the customer, forget it! They have had my £4, 500 since January. Wouldn't wish them on my worst enemy.

JC Sutton

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willybong
ssfs, GB
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Jan 15, 2010 1:53 pm EST

i dont really think uyou can blame b&q for this, this is clearly a store error and nothing to do with all of b&q stores. They and their staff are very helpful people when questions are needed to be answered and when people have problems they dont know how to solve.
Just because you have had a bad experience with one store you cant post a comment saying how rubbish the company is. As regards to installation, b&q source out their installation to sub contractors, this could have equally been the sub contractors problem or job runover.
So concluding on this, there is no reason what so ever not to shop at b&q as most their staff are highly skilled for a customer service role and are very polite and helpful.

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lizcat
tonbridge, GB
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Sep 14, 2009 8:19 am EDT

I bought a B&Q bathroom and had it fitted by my own builder as we had heard horror stories like yours. Unfortunately the shower unit began to fall apart within 1 month. They have tried to deny it and have sent around a so called independent company to look at it. The report they wrote is a blatant lie and we are now having to instruct the small claims court via Trading Standards - if you can get away from them do!

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12:00 am EST

B&Q / Diy.com Missing items!

I ordered and paid for a kitchen back in july as i was told offer going to end of 50% so did so and paid in full. There were items missing, and i have been waiting since... ! they have given me 5 delivery dates where family members have had to wait in!

All day as they don't have time slots and guess what? They never turn up, you ring and are told sorry not in stock you should of got a call! I have wrote in, emailed in and nobody replies... i am so fed up, i have a half completed kitchen... which looks a mess. The pushy sales person never mentioned such delays, if i knew this i would of never ordered it... please print this complaint to stop anyone else ordering their dream kitchen from B and Q...

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Sue W
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Jun 03, 2016 8:13 am EDT

In June we ordered kitchen doors from B & Q Eastwood Notts. We were qu0ted a delivery date of 9 Oct we paid in full for goods. We then found that some of the items had not gone through on the computer to be ordered from central depot. It took hours and four visits to store to sort this out plus loads of phone calls. In the end we picked these items up from store. But with the oven housing we were given shelves for a larder unit, we mentioned this 3 times but were told they were the same. We wasted a whole day putting this together, on putting the oven in we needed steps to reach it and microwave. We went yet again to store and the shelves were changed for the right ones after arguing for over half an hour. Wasted another day changing the shelves around and taking the wrong ones back. Yesterday 9th the rest of our order arrived with wrong doors, some missing and some damaged. Telephone central depot and was told some one would contact me in 24 hours. Why not straight away? I am still waiting and will not hold my breath in the meantime. What seemed a brilliant offer has turned into a nightmare. We have spent over £1, 000 in all and still do not have a kitchen, as our old one has now been taken out. The doors are now out of stock and will not be brought back.

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kelly perkins
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Apr 02, 2008 4:31 am EDT

I would just like to agree with the above comment i feel exactly the same. I have a half completed kitchen because i was not informed of items been out of stock i now have to wait 4 weeks for a missing part, which is the most important as it is the shelves that hold the build in oven in place, so a month without a cooker is going to be a nightmare. I would not advise anyone to purchases a kitchen from b&q. They are quick enough to take your money!

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12:00 am EDT

B&Q / Diy.com Everyone appears to be &passing the book&...

I have recently experienced a number of problem with both B&Q and one of its suppliers GE Capital/Money. We are regular users of B&Q, as have recently purchased a brand new house. We have spent over £2,000 recently on garden furniture, outdoor heaters/lights and other DIY products.

Prior to christmas 2005, you had a special offer on a portable TV/DVD Player, which we purchased for our kitchen. In April 2006 the TV/DVD Player would not switch on. We have checked all the obvious things i.e. fuse, socket etc and it does not appear to be any of them.

We spoke to yourselves at the time, as we can not locate out receipt, but as the serial number/bar code etc was still in tact on the back of the item and the fact that we paid for this item on our B&Q store card was apparently sufficient proof of the purchase. (As told by 2 people at B&Q store and customer services team)

We were advised to speak to GE Capital/Money in order to request an itemised B&Q card statement (as these are not automatically sent out). We have had 3 conversations now with your supplier, but have still not received the "evidence" needed. We have recently paid our B&Q cards off in full as are not happy to continue shopping with you until this is resolved. What is more frustrating is that GE Capital/Money are very proactive in ringing us at home constantly with their Sales patter, but no offer of help or support.

We recently contacted B&Q again requesting help and support replacing this item that is still under guarantee and gave them the serial numbers requested. They orally confirmed that they could verify that the purchase had taken place, but would not help us without an itemised statement from GE Capital/Money.

Everyone appears to be "passing the book" and we do not feel this is a fair way of trading. We are genuine honest customers of your stores who need help on this occasion. Please can you help us ASAP, or we will have no choice other than to seek legal/media advice. The TV/DVD player was not expensive (approx £60 with the discount taken off), but it is still under guarantee.

Many thanks
Lee and Katrina

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Stephen Simms
Comber, GB
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Jul 16, 2023 2:19 pm EDT

We tried to order a dishwasher part on line. We were told that there were no deliveries to our address at BT23 5WS. If this is true then it will made known through the press. I will not be buying anything from B&Q at the Holywood Exchange. Stephen Simms [protected]

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Dee
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Feb 19, 2007 6:57 pm EST

In your complaint you state that B&Q were passing the buck but this does not appear to be the case... indeed they have told you what they need in order to proceed further. They would require proof of purchase to deal with your issue and as they are a 3rd party cannot request any information from GE Capital due to the Consumer Credit Act. That is why they asked you to obtain the relevant statement directly from GE Capital Bank so that they can proceed further in helping you. On the reverse of your receipt, there are terms and conditions of refunds and if not, their refunds policies can be obtained in any branch in a leaflet. It is also common policy within the retail business to state that it is the customers responsibility to keep the original receipt in case of any problems where proof of purchase is required. Without proof that you purchased the goods from a specific retailer, at a specific time, they would not know when the product was purchased, where it was from and therefore would not know if it was within the guarantee period. B&Q's web site www.diy.com shows the following returns policies... hope it helps.

Our returns and refunds policy

We're happy when you're happy. If you are not completely satisfied with your purchase, we will happily exchange/refund any unused items.

If you return the item unused, *with* the original receipt within 90 days we will;

• Exchange the item or issue a refund based on the original method of payment, customer sales forms are an acceptable form of receipt

You will receive a full refund of the price paid (including relevant delivery charges) less any collection charges.

If you return the item unused, without the original receipt we will;

• Exchange the returned product at the current selling price

Orders that have been made to measure, Special order, cut or mixed to your requirements cannot be exchanged or refunded.

If the product you purchased is faulty, or not as described, we may offer an exchange, refund or repair as appropriate.

We reserve the right to refuse a return with or without a receipt.

YOUR LEGAL RIGHTS ARE NOT AFFECTED.

Overview of B&Q / Diy.com complaint handling

B&Q / Diy.com reviews first appeared on Complaints Board on Sep 20, 2006. The latest review Low tree branches on public customer path not being cut. was posted on Apr 16, 2025. The latest complaint Shocking service was resolved on Nov 10, 2010. B&Q / Diy.com has an average consumer rating of 3 stars from 25 reviews. B&Q / Diy.com has resolved 10 complaints.
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  1. B&Q / Diy.com Contacts

  2. B&Q / Diy.com phone numbers
    +44 333 014 3357
    +44 333 014 3357
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    +44 333 014 3098
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  3. B&Q / Diy.com emails
  4. B&Q / Diy.com address
    B&Q House, Chestnut Avenue, Chandler's Ford, Eastleigh, England, Hampshire, SO533LE, United Kingdom
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    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 30, 2025
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