B&Q is, by far, the worst business/company I have had to deal with in my lifetime, and I would implore all people who are buying a kitchen and installation to avoid this company at all costs.
I purchased a kitchen and full installation in February 2025. The work was scheduled to start on 7th July 2025 but was delayed for a month because a B&Q employee cancelled the start date and changed the team scheduled to do the work.
On 4th August 2025, the new ‘fitters’ turned up and as soon as they entered the property the problems began.
After charging us an extortionate amount of money for a two-day kitchen installation, B&Q sent unskilled fitters to complete the work. After starting the work, the fitters informed us they didn’t do electrics or plumbing. When asked how I was supposed to use all the appliances I had purchased if none of this work could be carried out by the fitters they had sent, I was told it was not their problem, and they were only there to fit cupboards.
Following discussion with B&Q we were told to find our own electrician and plumber and they would pay the bill.
Next problem, the cooker hood was too small for the cupboard they had designed and sold us to house the unit. The ‘fitters’ tried to ‘custom fit’ the unit by butchering the cupboard. It looked dreadful and wasn’t even the cooker hood we had included in the design. It wasn’t integrated and was chrome/steel; all the other appliances are black.
The problems continued:
Hole for cooker hood vent was drilled in the wrong place.
Kitchen units were built and then left without fitting any appliances.
Worktop fitted whilst waiting for the fitters to return.
Worktop is uneven because none of the kitchen units are level.
Breakfast bar panel was cut to the wrong size, so there is a massive gap between it and the worktop (should be flush).
After months of arguing with B&Q, who couldn’t care less, their fitters eventually returned to fit the appliances in October 2025.
On inspection of their work, we found:
The double stacked ovens, housed in a tall cupboard, were not secured so when we opened the oven door the whole oven started sliding out of the cupboard.
The hob, which should have been hardwired into its own electrical circuit provided, was just plugged into a standard socket. This meant the hob would not work due to the insufficient power supply.
All the appliance plugs and sockets were left in a jumbled mess of wires under the kickboards, instead of being fitted in accessible areas near the appliances.
The sink plumbing was so bad they couldn’t fit the middle shelf in the cupboard and just left this to one side.
More trips, calls and emails to B&Q followed and they eventually agreed to fix the cupboards. By this time, we were in March 2026.
We expressed concern the worktops could get damaged when being removed to access all the cupboards, so B&Q signed a disclaimer agreeing to pay for any damage.
Unfortunately, one of the worktop pieces was damaged and B&Q refused to pay for its replacement.
In the meantime, a different fitter was sent by B&Q to fix the cupboards. Their solution was to nail battens to the wall and butchered the corner cupboard by screwing battens on the inside and sitting a plank of wood on them. Absolute cowboys. They never even levelled any of the cupboards and just left them exactly they way they had been assembled.
After months of arguing and commencing a small claims court application, B&Q has now agreed to pay for the worktop but has still not fixed the cupboards.
A TWO-DAY kitchen installation is still ongoing OVER ONE YEAR later!
During this whole debacle we have had to deal with six different staff, with each new member of staff having no idea about our case and have had to go through the entire history of this kitchen installation every time. Each time we get in touch, all members of staff are either on days off, holidays, sick or sabbatical from work. We are being ignored and getting the impression B&Q is hoping we will just cut our losses and go away.
PLEASE, PLEASE, PLEASE, save yourself the stress, worry, time, frustration, anger and hopelessness, and avoid this company at all costs.
They will take your money and then send unskilled workers to abuse your home, and they don’t care one little bit.

The delivery arrived in a shocking state so we returned 4 parts of it to our local store who I might say were more than helpful a lot better than the customer service representative I spoke to prior.I would not have anything delivered again we will drive to our local store in future

We had the pleasure of having one of the guys possibly Matt assist us he was so helpful and knowledgeable he even walked us to the sections we needed and gave much needed advice on the products we were purchasing

Staff are always friendly and helpful. Always have what is needed.

The whole process from ordering, communication and delivery was smooth and on time given. Very happy.

If this relates to my garden furniture delivery guys were really helpful and carried it around to the back for me instead of dropping on the front and leaving.

Terrible customer service, repeatedly asked to raise a complaint but each time I called to follow up the complaint hadnt been processed. Several delivery failures. I still havent received a call i was promised by a manager over 3 weeks ago. Staff member response to this. There's no time frame, there should be for a complaint raised and after being told I would get a call.

Ordered paint and a roller set on the 29th of May. They cancelled and refunded the paint. It's now the 8th of August and no sign of the roller set. £6 delivery for something I could've got the next day with amazon. Never ordering with B&Q again

Staff helpful and polite items I perched we're a gift very pleased with them

Good prices quality tools
Friendly and helpful staff

The B&Q team pretended to care when I left a review and asked me to contact them. Well I have and they continue to be an absolute and utter joke:

1. They are wasting my time by creating so much back and forth through pretending that I haven't provided information that I already provided 3 TIMES and they are deliberately providing half information

2. They offered me 10% refund only FOR A DAMAGED UNIT and they said accepting this generous refund would WAIVE my warranty

0 integrity and beyond poor service. They're operating in a similar conduct to Virgin Media (who were recently find $28 million for this conduct) and I hope they get held accountable for it

B & Q Blackpool: After visiting the store for a product which wasn't available we decided to order on-line. Within half an hour we received an email to say it was ready for collection so travelled back to the store. During which we received a phone call but as we picked it up it rang off and no message was left. At the store we were told it had already been picked up (NOT). Then the Customer Service lady said oh I might have given it to someone else! Then she said oh I will have a look on the shelf (which we knew it wasn't there from our previous visit). She then loooked on her screen again and said oh I know what's happened, we don't have it so we have credited it back to your account. B & Q why send an email to ask us to return to the store to pick up something you KNEW you don't have? I really think you need to address your IT systems as obviously there is an issue!! Needless to say we won't be visiting your store again any time soon! Diabolical service!!!

Ordered late one evening for pick up at my local store to click and collect as they had the item in stock.
Order went through only to receive an email the following morning to say the item wasn’t in stock.
Lucky I checked my email because when I checked on the website, logged in to my account, it said the order was ready to pick up so I could have had a completely wasted journey.
How, in 2026, can a company as big as they are be getting click and collect orders so badly wrong?
Additionally, I’ll be waiting a few days to get my money back and have had to pay elsewhere to get the item in question.
Surely if you’re not 100% sure of your stock levels, you shouldn’t actually be taking money until stock levels have been confirmed, or you should be refunding immediately rather than it taking days - you take the money from my account before I leave your store with the item, yet you’re quite happy to take your time to refund an item you’ve taken my money for, that you’re unable to supply.

The filter system is so basic and useless, so it drives you away from site straight away. Tiles size : medium ?!; sort by price:low to high - showing marble tiles @£200/m2 !?. Should be price per m2!! its such a shame such a huge business has so poor systems in place. There are so much more to say how bad is it ...

Wickes is way more useful and easy to work with.

Great service. Good quality items. First class delivery.

B&Q is always my first port of call for buying paint and decorating stuff. Easy to get what I need. A little on the expensive side for some things but using my B&Q card allows me to use the money off vouchers. Returns are no problem and dealt with quickly.

I genuinely don’t know where to start with this complaint. The customer service from TradePoint has been, by a distance, the worst I have ever received in my life. It is so appalling, it’s hard to succinctly explain… and they know exactly what they are doing.

We ordered a £912 garden furniture set with an arrival date in 8 weeks time. When it arrived, half of it (including instructions) was missing.

After several phone calls, the team finally settled on the response that the other half was out of stock and there was no ETA on new stock. Clearly that wasn’t acceptable, and another few phone calls later we managed to get a delivery date and £100 compensation agreed.

This was in May 2026 - 8 weeks after the order. First, I was told it would be paid the following day. It never arrived. I called back several times over the next week and was told it needed managerial approval. I called several times again and was then told it had been raised incorrectly.

By the end of June, I was offered an additional £20 compensation to make up for the delays, endless phone calls and lack of payment. I asked for £75, this was refused so I berudgingly accepted £120 in total.

Guess what happened next? Phone call after phone call - up to 40 by this point and still nothing had been received. Every time I called I had to explain it from scratch. The variety of excuses and reasons given for no payment was broad and ridiculous - from “it has been raised incorrectly” to “we can’t see that you’re due anything, can you tell us the date you were first promised compensation”.

Then in July I was told it was now awaiting compliance sign-off - despite having already been told over 10 times it had been signed off and agreed. I called again several times over the next few weeks after being told this needed up to 21 days.

I was then told it would be paid tomorrow - again. Of course it wasn’t. I then called several times again and was told they were looking into how it hadn’t been paid.

During these calls throughout July I had several agents on calls hang up on me after telling me they needed to put me on hold for a short while. One also left me on hold for over an hour before hanging up.

So in subsequent calls I asked them not to put me on hold. They said they wouldn’t, but actually they just put me on hold without the hold music and stopped responding.

On every phone call I reiterated the same message - that I just wanted to be paid my compensation.

Eventually, later in July, I sat on the phone for 2 hours waiting for the claim to be re-raised from scratch. The agent went through it all and said I’d get called back within 30 mins to confirm it’s done. Surprise surprise, no callback.

It wasn’t done. I called back 2 days later - it hadn’t been raised at all. I called back again - mysteriously now it was raised and needed 3-5 working days until I received the email. I called back again after 5 working days and was told it was coming tonight. It just so happened that today was the final day of a 15% offer.

It didn’t come. I called back again. Lisa, the operative said there was no record of me being due compensation. I asked to be put through to a manager - I was left on hold without being put through.

So in August - now four months later - I called again. The agent said they’d raise it from scratch and I’d receive it in 1-3 days. I still haven’t received it.

Organisations like this shouldn’t exist. It’s deeply unethical and utterly infuriating. I’ve spent months chasing something I still haven’t received.

Very good product.

Good communication, easy to use website and good delivery service