The B&Q staff were very helpful when I visited the paint section and showed me exactly where the paint I wanted

I started my complaint at Grimsby with the assistant manager Gareth . We purchased floor tiles which stated they were sold suitable for floor tiles , they were not suitable they mark and a hard to clean a cup dropped accidentally made a hole in the new tiles they are so thin the cup was still intact . I have had to purchase mats and carpets to cover the floor as you can’t walk on them as they mark they were not suitable at all .m After a few months of sending everything the Q.Q. Asked for , Gareth emailed me and said he had just sent everything that was needed to QC but he was moving stores at the end of that week .
The Quality control had everything and everything was been handing over to Kirsty st the Grimsby store and she would be in touch . Kirsty has not once contacted me I have chased her and left messsges which she ignores . I rang her 5 weeks ago for an update she said don’t worry I am chasing your complaint . I will be in touch . Still nothing I rang on Monday this week again I was told she was on a day off but a message will be left . I decided to email her and tell her.
I want her to contact me back in 48 hours so I could escalate my complaint .
Still nothing after 4 days so this evening I rang the store
I spoke to a member of staff to ask if Kirsty was in today, I was told she would put me through .. I was cut off so I called back and spoke to Freddie explained, I was cut off, so he said I will connect you , I was cut off again .
I called back a third time and Freddie answered and said that Kirsty has my number and she would call me ..
She did not call me !!!
Clearly her customer service skills are way below what any one would expect .
I will escalate this but I feel 6 months of waiting for a resolution is reasonable time to expect answers .
My stress levels are through the roof dealing with this and with Kirsty things have not helped at all 🙄
Shame Gareth has moved to another store he was superb keeping me informed .
Oh I have just had to edit my review as she has replied, I just checked my emails and she replied to me at 2 mins to 8 pm , no phone call as promised , just an email explaining she had been on a training course all week and sorry for the time , quality control are taking to answering !!!!! Here is the information you need to escalate your complaint 🤣 wonder where she has been the last 5 weeks and what is her excuse for not replying to me …
If she was on training course which I question then . If it was customer service training it hasnt done much good , sorry but her none contact has infuriated me . What are B&Q doing allowing their staff treating customers like this . It’s not fair at all .

Went to buy the Lick paint that you had the sample sticker for and were happy to charge us £2 for, but when we came to buy the paint you did not have any, and when we enquired about ordering it in, we were told that it is not available through you. Why do you sell the samples when you don’t sell the paint??

My beef is with Speedy Hire but I ordered through B&Q which reflects poorly on them.
Booked a weekend rotovator hire starting Friday 27th March, sounds simple enough, what could possibly go wrong. Well to start they tried to deliver on Tuesday 17th. I phoned and they apologised and assured me it will still arrive on the 27th - it didn't. I phoned again to rearrange and settled on the 16th of April, but at 4pm I was on the phone chasing again. They called the Norwich depot who said it was out for the following day ie. the 17th. No problem so long as I have it for the weekend. 4pm on 17th I'm back on the phone chasing my rotovator, they again phoned Norwich to be told they had no idea it was out for today ! So somebodies telling porkies. To err is human. To do it twice is incompetence. 3 is completely stupid and 4 just beggars belief. I have cancelled the order. I am very angry.

Ordered a plastic storage cupboard and paid £90 online, week later I received a refund with zero reason as to why. Same item still online at same price.

Appears that B&Q are trying to be an Amazon but failing very badly.

Products ordered from the website are supplied by third parties and B&Q take a cut. If you use third parties then please ensure products orders are supplied and you do not refund without a reason.

Poor service to say the least.

I have tried to order a paint from B&Q website using Gift card and because B&Q marketplace it doesn't Accept the Gift card B&Q store told me.
When I email CEO office they will tell me why couldn't use the gift card? If I can not use a gift card on B&Q website why B&Q sell B&Q gift card? Why when I called B&Q customer service they told me go to your local B&Q store they will order it for you using Gift card but Local B&Q store didn't know how to order B&Q marketplace order. CEO office didn't want answer my question why?

Waited weeks for a delivery kept being cancelled even offered to collect it in store but no it needs to be delivered so we can mess you around as much as possible

I visited this store Located at George street in Stockport, Manchester and been assister by a lovely team memeber "Caroline" (with nick name CAZ) who was on Trade counter. She literally helped me with my goods which was in Bulk like no one ever before. The best customer service experience I had with her and I'd recommend her being a best and a professional person in that store. Another gentleman, "Gary" who was full of knowledge he helped Caroline too when she stuck assisting me and I could see what a great chemistry this team have among each other. Very positive work environment. I will be visiting this store over and over in the future.

Stay away ,misleading product advertising cheaper, and after they put you to arrange return and hassle if you want refund

Advertised a full 52CC Petrol Auger machine but only sent the drill bits. I had to identify the error myself as the seller never contacted me. When caught, they admitted the listing was "incorrect" but refused to send the machine, offering only a useless 50% refund or a difficult return process. Clearly misleading commercial practices. Avoid this seller—currently escalating for a full refund through my bank.

I ordered a "52CC Petrol Earth Auger Post Hole Digger with 3 Bits" from BULELAND UK LTD via the B&Q Marketplace. The listing clearly showed and described a full petrol machine. Instead, I received only the drill bits.
​When I contacted the seller, they admitted the listing was "incorrect" but refused to send the machine, claiming it was out of stock. They then tried to pressure me into accepting a 50% refund for parts I cannot use, or demanded I go through the hassle of returning heavy items for their error.
​Worse still, they didn't proactively contact me about their "mistake"—I had to raise the issue myself after delivery. This feels like a classic "bait and switch" tactic. If you are buying from this seller, double-check everything, as they do not seem to honour their contracts or follow basic UK consumer rights. Currently escalating via my bank and B&Q.

Home delivery really poor. Only had 3 deliveries of these clowns and 2 have been rubbish. As usual, when it goes wrong I end up wasting hours sorting it out or having to wait in for another day because they can't deliver. wont be using them again

Very good service, staff knowledgeable and helpful, spacious store

Head office - customer service - treating their customer service with respect - practice what you preach! Cut me off twice second time when I asked their complaint procedure they said did not know. They give different information to avoid returns.

I ordered a door from b&q on the 7 was told it would arrive on the 15 got a txt saying it wouldn't be coming contacted dx asked why they told me the door had not been delivered till that day it is still to be processed then they have to send it to scotland and it will be processed again then I will get another date if b&q had sent it within the same day or the next day it would of been delivered on the 15 but b&q only sent it on the 15 to dx the same day as it should of arrived at my home so I was told by dx it was nothing to do with them witch I agree I then phoned b&q custermer service i told the girl about the door not coming when it was supposed to she said I am sorry to here this is said I had a joiner coming to fit the door that night and painters and decorator coming the next day I cancelled a hospital appointment as I have cancer i said to her that I can't get another joiner to fit it now till my and the painter and decorator is booked till July she said can you hold on i said yes she cam black to me in about 4to5 minutes she said I can get the door delivered on the 17th I said it will need to do she then told me she would leave a note on her desk saying I had to get compensation as I cancelled my joiner and painter and I had to cancel an appointment with my cancer clinic she said phone when you get it delivered she would leave a note so it was delivered and and I phoned got this gay couldn't really understand him I slowd down my talking so he could understand me he just kept saying mm mm I got to the bit I mentioned compensation he hung up on me so I phoned back got this girl told her what had happened and she said its not company policy to give out compensation it's dx fault I said no it isent it's b&q fault for not getting the door to them on time i said the girl was leaving a not on my complaint she said she couldn't see i I said I had to give the joiner £30 for turning up as I couldn't contact him he had left his phone the day before in the house he was working in and the person was handing it in to him on his way to work so I had to pay him for turning up any way I was told I shouldn't of got people in to do the jobs when I never had the door i said do you know how hard it is to get trade people at short notice well idid and it was only through them having cancellations she then went due to company policy we just can't give out compensation for it not been our fault I said it is your fault yous never sent the door on time to the delivery company yous had a week to do it and you sent it to them on the day it was ment to be delivered she then said how much you looking for I said thats down to yous I said no it's not she then said just give me a figure I was getting fed up about this time and said OK then £200 she then said thats more than the door i said you asked for a figure she then said be realistic i said then give me how much i paid for the door she then said thats to much i said thats why I asked you for a figure it's up to you to give me a figure and see if I am happy with it can you hold on while I contact a manager I then said do know what yous custermer service advisors are for to save the company money I was told I would get compensation a note would be left on my order form she never looked for that all she was trying to do was save the multi million pound company money thats not custermer service got the phone put down on me with the first guy for mentioning compensation then the second girl trying to explain about compensation policy the girl I got on the 15 I would like to thank for getting the door for me within 2 days as it would of took between 8 to 10 days cos dx had to process it in england the process it in scotland so thank you your are real customer service person as for you 2 the 1 who put the phone down and the 1 who is a company person trying to say a multi million pound company some money yous 2 are ridiculous I won't use b&q ever again and I have spent thousands with you over the years I will us wicks or home build your custermer service is a total joke so I will say this folks they are a total disgrace b&q you should think ashamed of yourself disgusting custermer service this is how you treat ill and disabled people total disgrace i wouldn't advice anyone to yous yous ever again

I purchased a trolley from B&Q on 03/04/2026 advertised as “Heavy Duty,” but what arrived was completely inadequate — more like a toy than a serious piece of equipment.

When I tried to return it, I discovered it was actually sold via Austen Group Ltd through B&Q’s marketplace. Since then, I’ve been stuck in an endless loop between the two companies. I’ve called both B&Q and Austen Group Ltd around 10 times each and sent multiple emails, politely requesting a return and refund.

B&Q repeatedly told me to contact Austen Group Ltd. Austen Group Ltd either didn’t respond or said my request had been “passed to the marketing team” — with no follow-up. Then B&Q claimed Austen had contacted me, which was simply not true.

Eventually, I received an email from Austen Group Ltd stating I could arrange a “free return through B&Q.” I spent 3 hours trying to find this option on B&Q’s website — it does not exist. When I contacted B&Q again, I got the usual apologies (“we understand,” “we’re sorry”) but no actual solution.

I’m now stuck with an £85.01 trolley that is not fit for purpose, no way to return it, and no refund. I urgently needed this for moving house and now have wasted two weeks dealing with this issue.

This experience has been extremely frustrating. Neither B&Q nor Austen Group Ltd have taken responsibility or provided a clear, workable solution.

I would strongly caution others about buying marketplace items through B&Q — if something goes wrong, you may be left completely unsupported.
Order #1061890109

Unfortunately this was our 3rd trip looking for a particular colour of carpet tile.
The sample was on display but no actual tiles.
We looked on line but they are only available in full packs (we only need 6!)

Only the best DIY shop that has maintained and improved on its services from the App ,range and excellent customer service and experience especially my local Swansea branch