September 2025 by Beccy Robinson
After selecting a drill with product cards available we went to pay and were advised to go to customer services where someone would locate the drill. We were waiting 30 minutes (after checking receipts from bought items) before we asked for further assistance to be told it wasn't available and that we needed to select another. We selected another and queued for customer services and this time were told we needed to go to the tills, and were waved away. We waited in another queue for the tills to be told there was nothing they could do and we needed to go to customer services. At this point I requested to speak with a superior as the level of service was subpar. I was told they were on the way but they never materialised. Another colleague searched for the 2nd drill we had selected for 10 minutes before telling us this was not available.
At this point we decided to cut our losses and get a refund on everything else purchased and were sent to queue again at customer services.
At the very least you would expect they would've not made you queue all over again...who knows, maybe everyone was receiving the same abyssal service.
Avoid this B&Q, in fact maybe avoid all of them if this store is anything to go by.
August 2025 by Peachy Ramos
Poor customer service. The lady in the reception/customer service this afternoon acted like she's a victim. I approached her nicely three time to check if the vacuum cleaner I wanted to purchase was available. In my first approached she told me it's in isle 21. I checked and it's not there. The second time around she told me it's in isle 81 and I need to go straight down. I went to see where the isle 81 was and I didn't find it. I asked her again for the third time and she just told me that she can literally see isle 81. The fourth time I went there I didn't even shout, but my face look very annoyed. Of course, who would not be with the service I am receiving. I was already looking for 30 minutes and can't find what I am looking for. I approached a guy, but the guy told me to talk to the same lady in the reception who was very incompetent. The item that Iwas looking for was a wet and dry vacuum cleaner. It was a bit heavy. It turned out that the isle 81 she was referring to was located at the top portion of the shelves in isle 21. There was literally no sign that says it is isle 81 and this lady in the reception expects that a customer will find out that it is isle 81. If this lady is using her brain, she would have asked a colleague to bring it down because I can't even reach the item. So if I didn't insist that she called somebody to look for the items, she won't even care if I get it or not. She only acted because I was already getting annoyed. She doesn't care that I already approached her many times. The guy who helped me used a small forklift to get the item. Well, lady, don't act that you are a victim of the situation. Just because a random lady who also didn't use her brain suddenly want to point out I am rude appeared, you will act like a customer is trying to harass you.This random lady didn't know the situation and she doesn't look perfect physically and mentally to me so I don't care about her opinion. DO YOUR JOB PROPERLY. I didn't expect you to leave your post. You could have asked other member to get the item. You knew that the item was located at the top part of the shelves and you can only reach it using forklift and you didn't asked somebody to assist me. You are very rude and incompetent 'in a very silent manner' for making me waste my time for more than 30 minutes and you didn't care if I can get the item that turned out to be at the top of the shelf. Instead of acting like a victim, do some training in customer service. You are not fit to be in the front desk/customer service at the moment. You are just wasting the money B&Q is paying to you. When I first approached you, I already could sense that you are not happy with your job that's why I didn't expect you to smile ( part of good customer service). Well, do yourself and the company a favour, either resign or do some training in customer service.
August 2025 by Ross Mckenna
Cutting station ALWAYS closed and they just keep telling me to come back in the morning each day
August 2025 by dasha kuzina
Absolutely wonderful service in store today by Danny who was absolutely brilliant today in all the various requests I had. He went above and beyond to help, with genuine care and a positive attitude throughout. Nothing was too much trouble, and he made sure I had everything I needed.
It?s rare to receive such outstanding customer service - Danny and his colleague Raq (amazing service following a pick and collect on a previous visit) really stand out.
Such dedicated and helpful approaches are increasingly hard to find in mainstream stores so a massive - Thank you!
August 2025 by Mariusz Idzik
I sent my son to buy a tile trim from this store. I forgot to give him my trade card, so I sent him a photo of it. At the checkout, the cashier informed him that she couldn?t scan a photo (which I understand and don?t have an issue with), but after my son paid, he didn?t receive a receipt. When he asked for it, he was told that it was already too late.
Should a store that is supposed to care about every customer behave like this? Do they treat everyone this way, or only young people?
Either way, the quality of B&Q?s service has been declining year after year. Even though I have a trade account with them, I will probably stop using their services altogether. That?s a shame, because B&Q and Wickes were the first stores I used as a tradesman. Wickes still has me as a customer ? unfortunately, I can?t say the same about B&Q.
August 2025 by Tan E
The worst customer service, rude and didn?t even acknowledge people in a queue. Click and collect took over 30 mins! Wouldn?t come here again, unless I absolutely have to.
July 2025 by Aleksander Berger
Sorry again a really poor service I wanted some Eggshell Paint checked Google went to Chiswick store Very Little choice for eggshell paint I asked re crown Eggshell as was walking up and down isles looking for no apparently only on line so I had to get a paint I had used before Leyland 27.00 luckily I had 3.00 off voucher I know I brought from store before but only online does not make sense normally most retailers use there stores as there storage also such a big price difference when I asked at the till I was told in a quite aggressive manner no only online
I think now Homebase is gone Wilko they can really charge what they want and know it?s them Wickes I think I will be using Wickes or online So much for customer loyalty they used to be good and quite competitive Shame ?..
July 2025 by Paul Davies
Very useful store now that Homebase has closed. Team friendly and helpful
July 2025 by Matthew Kesler
Customer service here is a joke. We?ve ordered paint twice and both times in the past week it says next day delivery. It?s been 10+ days and still no paint. Anytime we call customer service, they aren?t able to refund, try to pass us to a store which never connects. This is a really disappointing customer experience. I like B&Q store locations but will need to take online business elsewhere
July 2025 by M SS
It is a good store, well stocked and with competitive prices. But the real difference is the amazing staff! I've been there a few times recently as we were doing some work at home. And in each opportunity I was impressed by how helpful, professional and nice their staff is. From the guy who helped us finding the paint we needed, to Daphne at the till once and yesterday Udit, they were all great and very helpful. They really make all the difference! Thanks for such great customer service.
July 2025 by Deepa Shah
I called the store today to ask if they had a product in stock. The girl who answered the phone said they did and then I mentioned on the website the product was not showing anymore and she then said the product was discontinued. I asked to speak to a manager as I wanted confirmation and was told to wait 10 minutes for the manager to be free so I did and then ten minutes turned into twenty minutes and still nothing. I was then told the manager would call me back as they were too busy. I never received a phone call back.....really disappointing customer service! I ended up buying the product from a competitor so B&Q lost out on a sale.
June 2025 by Will Nevill
Poor customer service and unmotivated staff. I've been to this story many times and staff have no interest in helping you. When you manage to speak to them, they are rude and act like it's an inconvenience. When you go to any of the stations, wood cutting, gas or paint, there's no one around and you have to chase people around the store. Very disappointing from B&Q. I never have these problems at the Acton store.
June 2025 by Viorel Pirsoaga
It?s loosing customer like that, no quality product, no staff around
June 2025 by Chris Jupp
Poorly maintained. Work carts left
June 2025 by Aaron Yeung
The timber cutting machine always out of service for a all shops
