Below expectations. Disappointing.

Date of experience: 20 January 2025

Date of experience: 28 February 2025

The plants we bought are really beautiful

Date of experience: 02 March 2025

we have recently moved to mansfield woodhouse,which means plenty of trips to B & Q at Mansfield Woodhouse,I personally like to shop in one go than drive around.I have found everything i needed at B & Q,in the numerous times i have been to the woodhouse site,i have found the staff very friendly,helpful and knowledgeable,in every department.at the checkout they even make sure ive used my discount vouchers, 5 star staff

Date of experience: 03 March 2025

Good range of products stocked and the staff are always helpful and generally knowledgeable. Store opening hours are convenient. However some products are unnecessarily wrapped in plastic and I would like to see more info to help me pick more sustainable or UK manufactured products.

Date of experience: 15 February 2025

I bought some materials for a fence repair a month ago, and in the end did not require them. Trying to get a return and refund however has been an absolute wild goose chase. I have been calling every week for the past 3 weeks (about to call a 4th time), taking up almost an hour each time, and being told the same story every single time. Each time I have been told a rep from my local store would call to arrange collection and refund and when this happened (after the second call), finally someone from the New Malden branch contacted me. They sounded like they wanted to help me and said I would be contacted via email for a collection date - still nothing and so I had to call customer services again last week where I was told the same story and now a week later nobody has called to arrange collection/refund.

Each time the customer service rep apologises and says they're sorry about the delays from the last rep, and reassure me this won't happen with their actions, but yet again the same has happened.

The second issue was one of the items was a timber post from a marketplace seller. Again, I now do not need a huge piece of timber and after asking them how to get a refund and collection, they messaged me to say to contact my local B&Q. Customer services have told me each time this is not usual policy but that this issue would be referred to someone else to look at the messages exchanged. Again, I have been told this 3 times now and no progress has been made.

Absolutely shocking customer service, a real waste of time, and I still have 40kg of Postcrete and a 4m timber post taking up space in my house.

Date of experience: 27 February 2025

Date of experience: 06 February 2025

Recently bought some Wallpaper and paint, good choice instore and able to return unused roll for refund, also had a coupon they'd sent by email for £8 off when spending over £50 so very good overall

Date of experience: 21 February 2025

Sell stuff on their site, but it's not them selling it. The order doesn't turn up when it's supposed to. Unfortunately, you get no tracking information, and the only way to check is to send a message that officially, if it they answer, can take up to 2 days to be answered. You can't find out who the seller is,or even what carrier they are using.
So, if it never arrives, there is no way of finding out who you need to pursue.
And there is no way to cancel the order, if you want to buy elsewhere

Date of experience: 06 March 2025

Date of experience: 23 February 2025

I visited the store in Gillingham Kent on Friday afternoon (21.02.25). I had a problem with my lighting at home. I knew what i needed to buy. I just couldn't find the items. I asked a member of staff (Julie ). She was fantastic, she knew the products and explained the differance between the 3 price ranges. Very helpful and understood what i was looking for. Great customer service. With the store being so big you don't usually get to talk to staff that know their products.

First class service Julie. I hope you see this, and a big thank you for your help.

Date of experience: 21 February 2025

Absolutely everything so unhappy with the whole thing terrible customer service from south African now speaking directly to my local branch

Date of experience: 05 March 2025

Bought a small cabinet to use in the living room. It arrived in a mangled box with four dinks or scrapes on the woodwork.

I can't stomach the hassle of making a return, especially after building the thing, but it seems like a standard occurance after reading other reviews.

How hard is it to deliver a package without damaging it en route? IKEA manages it!

Date of experience: 05 March 2025

Products are easy to locate and there is good stock levels. My only criticism is the prices are high compared with other out let's in the area.

Date of experience: 03 March 2025

The staffs were really helpful and the location of the shop is absolutely convenient. I will shop there again.

Date of experience: 05 March 2025

Order ws due on Tuesday 4th I was called to say it couldn't be delivered as driver hadn't turned up and they was sending it out with dpd and would 100 percent arrive Wednesday morning the next day! Suprise it's didn't turn up, spoke to numerous people at b&q who won't just refund my order they just keep escalating it to get calls back or emails I haven't received anything dont buy from them for delivery as they are quick enough taking your money but won't refund when they don't give it to you! Terrible customer service

Date of experience: 04 March 2025

Click & Collect, items say in stock you pay and items are not there. During that time you now hold my money and I have to pay out more to get the stock you now say you don’t have. Filtering on your app is also terrible and needs a huge update.

Date of experience: 05 March 2025

After using click and collect hoping it will be much quicker to get to b&q waited for them to bring it out to find the the order was wrong
I ordered white marble flooring but what someone picked was slate grey so now had to wait even longer for someone to get the write one total time taken 40 minutes
On the plus side the ladies on the till were excellent sorted it all out

Date of experience: 14 February 2025

Found what I needed with no problems.

Date of experience: 01 March 2025

Not only did they send me a broken item and are dragging their feet about a refund, they also asked me to answer one of their surveys. When I answered it honestly, i.e. poor customer care, broken purchase etc, they emailed me and said they couldn't publish it because it didn't meet their guidelines. Bad service, broken item & an inability to accept criticism. Will never buy online from them again!

Date of experience: 05 March 2025