Arrived on time but when unloaded the bulk bags contained 20mm crushed granite. After a number of phonecalls where they point out that the listing does say colour, size and texture may vary, I was told that this is because it is a natural product. Nothing wrong there except their picture quite clearly shows flint NOT crushed granite. Now because I was being firm about my complaint and insisting they fulfill our contract they put the phone down and are apparently cancelling the order. Not remotely interested in Trading Standards. I thought I was buying flint gravel but get stonewalling instead. Am I really the first perswon to complain about this?

All ok until delivery, pieces missing and no help. Parts of kitchen don’t make sense.

Warning: do not buy from these online. Shocking! They have my money, I have not had item delivered and they don’t answer phone in Customer Services.

Fantastic service from the Colchester team in buying our new kitchen. From planning, product choice, delivery and after sales nothing was too much trouble. Kitchen looks great and would definitely recommend B and Q .

If I could give Zero stars I would. I ordered the “Milano solid oak glass top dining table” costing £199 through b&q seller “Royal Comfort”. The table arrived damaged with a scuff on glass top. I contacted b&q seller straight away and provided photos as evidence. I advised I wanted a replacement. Firstly they took 5 days to respond! After a number of emails in the course of a month, it was clear the seller was not obliging and just kept offering discounts to keep the table. I was so fed up of no resolve and after much discussion and dispute the seller offered a 20% discount if I would keep the table. I accepted this and a refund of £39.99 was agreed. On the 14/7/23 I had an email from b&q and the seller confirming I would get the refund, but on the b&q email it stated “the refund would be processed once the item had been returned”. I have contacted the market place seller, they have said they have sent the money to b&q and I have contacted B&Q on several occasions and they have advised the refund was processed on 11/7/23. Today I rung b&q to advise I had NOT had the refund and also check my with PayPal and nothing pending. The lady from B&Q was very rude, would not let me speak, kept talking over me and would not listen to anything I was trying to say. She also refused to give me her name. So far I am absolutely disgusted with all correspondence with b&q and have had a terrible experience. As well as ringing B&Q customer services, I have also emailed B&Q a formal complaint through and had absolutely NO response! The customer care team is diabolical. In store, they are great, but please avoid any orders in line and definitely avoid and sellers through B&Q.

500 euro pool with huge burn hole will do nothing to rectify in time for a child’s birthday disgusting behaviour from a company avoid like the plague

Bought a kitchen 6years ago and have made 3claims for faulty goods. Customer services and after sales service are awful. Why have a section who can't assist customers and deflect bad reviews of BQ. But is BQ bothered. I don't see many responses from BQ. I wouldn't have a kitchen from BQ again even if free

I booked a kitchen and bathroom installation with the Erdington store 5 months ago, due to happen today. It was cancelled at 11am Sunday morning. After sales customer service is appalling, I spent 3 and a half hours in total trying to speak to someone in store on Sunday, was promised a call back from the store manager before they closed yesterday and was still waiting for a call back at 10am this morning. Store manager was completely uninterested, refused to offer any compensation for the inconvenience and terrible customer service I received. I logged a formal complaint with head office this morning and was assured I would be contacted by head office management within 48 hours only to be told 10 minutes ago that no complaint had been logged. Avoid at all costs

Purchased a kitchen from B and Q. Designed in store. My wife had seen a walk in corner larder in their catalogue. A relatively new addition, we believed. So this was a must have. We received the kitchen on the 31st of March and had a joiner ready to start immediately. We were at the stage of fitting the doors, sink, oven, dishwasher, all fitted. just the doors to hang. The corner larder door, a big top door and little bottom door attached to each other, wouldn't close. It was hitting off the oven next to it. We contacted the store and were told that we had to fit two spacer panels, either side of the larder. Making the gap bigger. We pointed out that this wasn't in the plan or assembly booklet. We were told that this was normal and that a B and Q fitter knows to fit these. The joiner spent Saturday and Sunday stripping down and readjusting the kitchen. Quite a task as the corner unit contained all the electrics for the house and the unit to the left, the boiler. We pointed this out to the deputy manager, who reluctantly agreed to a visit. he agreed that the kitchen design and assembly booklet, had no mention of panels. He took some photos and left. We next phoned and got the store manager. He was less sympathetic. He offered two rolls of coloured edging tape, to hide the visible white carcase of the kitchen. We asked about the joiners extra work. He pointed out that we had used our own joiner. The best he could do was contribute to the extra expense. I pointed out that it's a design issue and not a fitting issue. He wouldn't help any further. Whilst this was happening, I had been phoning customer services at B and Q. Ten times in total. One said, nothing to do with us, we're online only. One person said that you can't escalate a complaint higher than the store manager. One didn't know what an area or regional manager was. Two would get their supervisor to phoned. HE didn't. One told me to seek legal action, if not happy with the store. Nobody knew how to contact head office. I have all the names of the individuals concerned, including their response. So. I'm out of pocket, with joiner. My kitchen still isn't right, and B and Q aren't interested. I also bought my two shower enclosures,wet walls,toilets and basins, at the same time as kitchen. The total value of my complaint is nothing, next to just one person reading this and going to Howdens or Magnet instead. 20/4 Spoke again to customer service. Seems that legal advice is the next step, if your unhappy with store response. So bottom line. If you have a complaint and the store manager doesn't agree, tuff. Get legal advice. Everyone in customer service directs you back to the store, or to a solicitor.

as new customer i was excited about… as new customer i was excited about receiving goods for my new house - in the end my goods werent delivered - they have awful drivers that works for different companies and they have their own rules - they are patronising and very unkind - i was let down from the rudest drivers and over the phone the customer services team were useless I will never use them again! and end up using a local

Customer service extremely helpful staff when I was looking a bit confused when wondering whether to buy patio cleaner. He explained very patiently how to get it he best results on my purchase of patio majic. I am then signed up for the b@q club card because I felt valued.

Another customer spilled paint and me and my nephew were coated in paint from knees down. Zero help from staff, very rudely told to go to the toilet, no cloths or wipes provided. Paint/clothes/trainers & toilet paper = not a great combination. No contact from customer service since complaining

Since B&Q started the paying cash or card desk for the goods you want,today I stood there with a queue of eight people behind me for 15minutes to pay by cash while this stupid woman was returning three items she didn't want,this is the third and last time I use B&Q because of this new system of paying for your goods,there was no problems when everybody paid cash but because B&Q want to save a few pennies and only have one desk open where all frustrated,what your doing is driving customers away.

A trained carpenter at the Layton store, London was helpful and extremely knowledgeable. He went out of his way to help me and made sure I had the right piece of wood for the job. A true professional. Great customer service Thank you!

Harlow kitchen department. So many errors made. Wrongly advised. Missed the deadline for ordering a kitchen at discount price. Placed complaint with head office. Just gets handed back to the inadequate Harlow store. Get nowhere!! The store manager, one minute says one thing, then does another! Really bad management. AVOID IF I WAS YOU. Go to some other kitchen departments, Much better customer service.

Today I went to the New Malden branch. I needed a tubular latch and was not sure if the one there was compatible to my door. I asked advice to a personnel who assured me I was buying the right one. Turns out, it wasn't. Then when I went back to return the item I purchased, they said it was not in returnable condition becuase the packaging was damaged. There was no way you can open the package without damaging it. You had to cut it. What a BS. Never coming back to this or any store again.

Appalling fact that b&q only allows you to use gift cards for non verified shipped products online. Their third party approved vendors don't make this information available at the time of purchasing non refundable gift cards. You are only expected to use it on b&q products which massively reduces the range like 90% for electricals and 80% for all other tools. Stay away. Useless customer service.

I bought an item on the DIY.com website with a verified seller that arrived late and needs to be returned. I am getting fobbed off left right and centre and B&Q say they cant help. I purchased the item on the B&Q website so assume that gave some kind of protection but apparently not. So meanwhile I have an unopened item that has been awaiting collection for a couple of weeks and the seller has my money. I would never again use DIY.com to purchase anything in the future and I suggest other people proceed with caution!