Build a Bar

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Nuri A.

December 21, 2025

I am writing this review to warn all potential customers about B&Q's complete failure in its most basic duties: delivering goods safely and resolving issues. My experience has been a masterclass in how not to treat a customer: The Negligent Delivery: My order was delivered without any prior notification. The driver hid hundreds of euros worth of goods behind my refuse bins. This directly led to a high-value power tool being stolen and all the wood-based materials being ruined by rain. The Empty Promise Phase: For over three weeks, customer service offered nothing but broken promises. They agreed to a replacement, then a full refund, but delivered absolutely nothing. Every self-imposed deadline passed with no communication or action. The Unreasonable Demand: I was then told I must provide free, indefinite storage in my home for their large, damaged goods, despite having no space. They tried to justify this by citing their own internal administrative delays. The Resolution That Never Comes: Despite escalating the issue, the responsibility to fix this self-created problem still lies entirely with B&Q. They have now suggested the refund is conditional on collecting the items, a condition invented weeks after their initial failure. Summary: B&Q's service failure caused theft and damage. Their customer service then compounded this with weeks of delays, false promises, and unreasonable demands. They have shown a complete disregard for consumer rights. My advice: Shop here at your own risk. If anything goes wrong with your delivery, be prepared for a long, frustrating battle with a company that does not stand by its promises. I am now pursuing this matter with the official consumer protection body and my bank. UPDATE: After over a month, I have now received a full refund for this order directly from my bank (Dec 20th) . For anyone finding themselves in a similar situation with unresolved delivery or service issues, here is what eventually worked after all direct contact failed: Escalate Formally: Contact the official consumer protection body for your region. In Ireland, this is the Competition and Consumer Protection Commission (CCPC). This creates an official record. Use Your Bank as a Last Resort: I filed a formal "chargeback" claim with my bank, providing all my evidence (emails, photos, order details). The bank investigated and recovered the funds on my behalf. This was the only step that produced a result. Following my original review, B&Q's Social Media team did make contact to "look into it," but this did not lead to a resolution of the core issues with the delivery failure and refund. My advice is to be very persistent, keep detailed records of every promise and deadline, and know that your bank can be a powerful final option for a legitimate claim.

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Caoimhe

December 15, 2025

One star is too generous in my opinion. Some rare staff are knowledgeable and helpful but sadly the majority of staff I dealt with had quite poor knowledge and bad customer service skills, some were even rude and condescending. Spent over 3k on a new kitchen I was installing. Went back to get a part for the oven housing unit they sold me which should really have been included in the purchase. Spoke to FIVE members of staff including the dedicated kitchen sales staff and a manager, was told they didn't sell the parts for installing their own kitchen! Picked them up in Screwfix and later found the parts I needed on their website which where also available to purchase in store. Shocking lack of knowledge and help. Felt there was some misogyny towards because I was a woman too. Also ordered new counters online... That was a total disaster so avoid ordering online for home delivery.

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Maria C.

November 28, 2025

0/5 stars. Have been waiting a month from the scheduled delivery date for my online order to be delivered. Three days spent staying in waiting for the delivery and it hasn't arrived Their centralised call centre can't get in touch with the store, I can't get in touch with the store, emails ignored. I've spent a ridiculous amount of time on approx 10 phone calls trying to get all the items from my order. Their systems don't talk to each other and there is nil accountability, I always have to follow up from my end. Approaching farce. Massive waste of my time, plus the projects that I need the items for are now also delayed a month. On top of this the two heavy items I included in the order (main reason for going b&q and getting delivery) were cancelled with no option to substitute other items. Life is too short for this absolute nonsense.