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As the leading home improvement company in Europe, B&Q are the go-to store for all of your DIY needs – whether you’re after a tub of paint, a lighting fixture, or a full bathroom suite. With 350 stores in the UK alone, B&Q dominate their chosen market and cover a vast range of needs for all their customers, proudly offering all of the help, assistance, and specialist knowledge you require from the moment you step into their stores.
B&Q centre their in-store experience around five pivotal principles:Customers First
They employ these core values daily to stand up to their mission statement – helping people to create homes they’re proud of.
With such a prominent place in the business world, B&Q work tirelessly to use their influence to great advantage and are taking important steps towards responsible sourcing and business ethics. The B&Q flagship store in New Malden uses an impressive 108 boreholes to utilise the Earth’s energy to heat and cool their shop. With an operational carbon reduction goal, a commitment to only using legally and ethically sourced wood, and an awareness of their personal responsibility as a company, it’s no wonder they have been awarded the most prestigious business award available – the coveted Queen’s Award – for their forward-thinking and resourceful approach.
With a huge range of products, B&Q comfortably stock items for a multitude of uses. Their main departments in-store and online include:
Plus a vast array of subdivisions for each area of sale.
As with all multi-store names, B&Q have varying opening times for their different stores, however, most locations follow similar patterns of opening.Mon-Fri: 07:00 - 20:00
If your local store isn’t open, you’re free to browse online and collect in-store for free at your own convenience.
For online orders under £50, B&Q charge a very reasonable £5 flat rate, and all orders above this amount are delivered for free. Alternatively, the Click & Collect service allows for free delivery to your local store, ready for you to collect when you’re ready. If you are shopping in-store and wish to have your items delivered to your home, there is a flat rate of £20 for orders under £250 and free thereafter.
B&Q offer next day delivery (excluding Sunday delivery and bank holidays) at no extra charge provided that you order before 7pm, or before 3pm for bulky orders. Terms and conditions do apply, so please check the location restrictions before ordering.
If next day delivery is not convenient for you, B&Q offer a helpful date selection service, allowing you to have your goods delivered at a time that best suits your schedule. Booking online is simple and quick, and delivery dates can be altered up to 72 hours prior to your goods arriving.
B&Q offer a generous returns policy, allowing 45 days after home delivery for products to be returned providing they meet the required conditions, such as being unused and having proof of purchase. Goods can either be returned to your local store, or you can arrange a collection by phoning or emailing their helpful customer service team.
Unfortunately, B&Q are unable to offer refunds or exchanges on products that have been cut or made-to-measure, and perishable items such as plants are also excluded from their returns. If you have any queries regarding your order, check the website for further information or contact their customer service line and find out what restrictions may apply to your purchase.
B&Q state that your consumer rights are never affected by your wish to return or exchange a product.
Unfortunately B&Q has a fairly negative rating on trustpilot.com, receiving a mere 1.4 out of a possible 5 stars. Some shoppers comment that the in-store experience is far superior to the website, and that the customer service for faulty products is generally good. Other reviews note poor customer service, unreliable delivery, and issues with refunds. It’s worth noting, however, that more often than not customers are happy to leave negative reviews but do not think to leave feedback after a positive experience. TrustPilot has only 152 B&Q reviews on their system, whereas B&Q proudly state that over three million customers come through their doors each week – so it is entirely likely that the majority of their shoppers leave happy.
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