I ordered a vanity unit with a sink and tap on June 7th, 2026. While the sink and tap arrived quickly, the vanity itself was delayed for over a month.

When it finally arrived, the nightmare continued: the package and paperwork had a completely different customer's name and address on them, and inside was a random kitchen sink I never ordered.

Since then, I have been trapped in an endless cycle of customer service communications. I have called 6 or 7 times, and every single time agents have promised, "Don't worry, there's no need to call back, we will sort this out." Yet nothing happens. I was promised delivery would be sorted for July 24th, but the tracker has remained stuck on "Delayed" with zero explanation, zero updates, and no vanity unit in sight.

It is now July 27th, and this is still completely unresolved. All I want is the item I actually paid for months ago. Absolutely unacceptable customer service and fulfillment process - would not recommend.

Very quick delivery, two delivery guys very friendly but the top layer of tiles was broken and it wasn’t noticed.

Great site with pretty much everything. Helpful staff but not enough on the floor- really have to search them out

Please price all items in the discounted baskets,very frustrating when there is no price marked on these good.

Ordered beginning June. Now late July and I still have not received my order. Lots of conflicting messages though

I ordered timber & nails to be delivered as I couldn’t fit the timber into my car. Delivery cost €16. Within 30mins of placing my order I received a text to say the order had been cancelled sorry. 5 days later I received a text to say my delivery would be there in the next hour & sure enough the b&q delivery man arrived, very embarrassed & clearly in fear of meeting a possibly angry customer because he was delivering 2 packs of nails worth approximately €5 each which I paid €16 delivery for. I have since sent a complaint to b & q & over a week later had no response. They have however sent 2 emails for reviews & ratings! Place is clearly run by a computer system with no human input or common sense. Won’t be purchasing from there again & would advise people to do the same. Support your local supplier instead. Lesson learnt. Thanks for responding on the public forum by the way. Unfortunately I’ve tried to reach out through the official channels & heard nothing so do better, the onus isn’t on me!

I order two furniture covers over five weeks ago. The delivery was supposed to be within four days but after seven days without anything being delivered I started to chase the order throgh B&Q customer service who imediately blamed the courier.
I then received half the order after several emails and when I went onto the couriers site it showed that the complete order had been delivered. I have since then been emailing B&Q several times to ask where the remaining part of the order is only to be AGAIN told they need to get onto the store / courier and would get back to me. Three emails since that answer and I still have zero reply. This is the worst customer service I have had in a long time shopping online and definetely not what I expected from a reputable company such as B&Q. I will never shop online with them again.

Competitive pricing and helpful staff.

Terrible! they sent out my order in separate shipments, some of which went missing with no tracking provided! call centre is located in South Africa, not Ireland, they are however helpful. Would use Screwfix next time when ordering online.

B&Q are doing false advertising saying free charger and battery with there bosch cordless sander that discount will be applied at the till i send an email to customer service didnt even reply terrible service

Overall a great experience okay price and availability. Delivery not so good, took a bit too long and items were all singely shipped so one item got lost on the van what could have been avoided by packing all together. But with good customer service everything was resolved very quickly

Poor customer service I got conflicting emails weather my order went through or not when I contacted customer service they couldn’t find my order a few days later they did then they would pass my query to relevant department who never responded I got my delivery but driver wouldn’t take my old dryer even though I filled out WEE recycling form for them to do so he said there would a pick up arranged it is still here weeks later

The service and pricing

I ordered 50ltrs x 6 of compost and received 62.5ltrs x 6 for the same price. A great bargain. Ordering was easy, communication was great and delivery on time.

Awful, a part was missing from our order. The item is in stock in several stores but customer service cannot organise a replacement part to be sent from the store to me "because it's not in our warehouse".
The customer serivce won't do anything more for you or investigate. They do not understand or care about consumer rights.

To respond to reply below:efforts have been made and ignored on getting this sorted through customer service channels. The stock response is an empty promise.

The €3 coupons have stopped working online. I emailed customer service and got no response in a month :(

The products that I ordered arrived damaged

Really angry I ordered several rolls of wallpaper and they sent me several different batch numbers. Now I'm trying to deal with their Customer Service and Stores to find matching numbers.

Great staff helpful good product knowledge

I cannot believe what horrendously poor service I have received by B&Q. I placed an order on a 13th. I was informed by email that my delivery would be arriving 17th. I then received an automated message on 16th saying it had been delivered! Yet there was no sign of it. Very concerning.
So, today, 18th., I found out that my order had never been sent.
3 days and 2 sleepless nights later, I asked for a full refund, which I should be receiving in 5 days.
Phone staff were polite. However, they appeared to have no way of finding out what was going on, apart from sending an email message to Liffey Valley B&Q, from which we didn't receive a reply.
Very frustrating and difficult to contact anyone who knew anything about it. No-one replied to my email enquiries either. All so frustrating and concerning. I was amazed by the impact on me by this of this lack of communication. (Ah sure, no-one died! 😅)
I think they've become too big to provide good service. Much needed improvement in management and logistics etc.
I'll be very interested to see if B&Q contact me about this crazy situation, but I don't hold out much hope.