our customers

We want B&Q to be a great place to shop and to deliver the best customer experience in retailing.

why do we care?

The customer is at the heart of what we do because without customers we have no business. More than three millions customers walk through our doors every week. With more than 40,000 great-value products all under one roof, we strive to offer everything a customer needs to successfully achieve their home improvement and DIY projects.

As well as offering great value every day, we offer the Diamond Discount Card to customers over the age of 60 years, offering 10% off selected goods every Wednesday. For those within the trade, we offer a dedicated account card offering a wealth of advantages.

our commitments

Our five customer promises...

  • Value - "you can trust B&Q to give you the best value"
  • Our People - "our friendly experts are here to help"
  • Inspiration - "always something new, exciting, innovative"
  • Choice - "we have what you want and need, when and where you need it"
  • Easy - "we make it easy for you"
what we've achieved so far...
  • Introduced 'Voice of the Customer' a web-based questionnaire for our customers to tell us quickly, directly and specifically if we have been good or if we need to get better. This gets fed back directly to the store teams
  • We are proud to support the 'Know Your Consumer Rights' Campaign www.consumerdirect.gov.uk opens link in new window
Somebody should be doing something about misleading ads. Somebody is. ASA