September 2025 by Melisa Koc
Terrible place to buy from! I waited four weeks for my delivery, and when it finally arrived, it was incomplete and some of the items were the wrong colour. The store?s ?solution? was to tell me to take the 2.4m panel back to the store myself using my small car. When I explained that it wouldn?t fit, the staff member dismissively told me to just fold my back seats down?as if I hadn?t already considered that. When I tried to explain further, she became rude, wouldn?t let me speak, and then hung up on me. This is absolutely unacceptable customer service. Staff like this need proper monitoring. I will never shop at this store again.
September 2025 by Peggie Taylor
Really poor, fail to deliver items and then do not rebook.
September 2025 by Ed B
They didn't have any hard hats in stock, in a massive store, and the customer toilets were out of order.
September 2025 by Mohammad Sadeghi
If there are issues, you will NOT be able to speak to them.
We had an online ordere, never arrived. We call the B&Q main number, they try to call these guy, they never answer. They then send them an email which ignored. We call again, they send another email and mark it as urgent, which ignored.
You can keep doing this for ever and they keep escalating with the store who have realised if they can just ignore emails.
It's a good system because they get to keep the money and the products.
And B&Q say there's nothing they can do even do the order was on their website.
August 2025 by Miki YUEN
Two failed delivery attempts for my recent order on 20th and 27th August. The driver waited 1.5 hours at New Malden B&Q but couldn?t collect the items. Same issue happened with my previous order (#1053130680). Poor coordination and delays seem to be a pattern.
Customer service has also been disappointing?I submitted a re-delivery request and have received no response so far. No communication, no accountability. B&Q urgently needs to improve its bulk delivery and support services.
August 2025 by danny harding
Absolutely disgusted with the customer service, been waiting for over a week for my delivery and no one?s got back to me, absolutely terrible, quick to take your money but slow as a snail to sort out the re occurring issues . Wish I shopped at Wickes
August 2025 by Music Nicky
If only there were more people like Daniele in the world, life would be so much easier!
I want to give a massive thank you to her for helping me order a kitchen and somehow managing to get it all sorted and collected within just one day ? after I?d been struggling with the issue for a whole week.
She was knowledgeable, kind, and genuinely cared about solving the problem. The way she handled everything ? quickly, smoothly, and with such attention ? was absolutely amazing.
Daniele, you are a legend! ? Thank you again for making such a difference.
August 2025 by Sabina Weeks
Disgraceful company. Sent me two tins of mouldy paint. Made it hell to get any kind of response. Still awaiting a refund! 22 days later!
August 2025 by Neil Holli
Fantastic, huge* DIY store BUT terrible queues to pay!!!! (*downside of great stock is it makes it time consuming to find what you want).
I took time to find stuff but gave up on reaching the queues for auto and human tills !!
And it certainly wasn't busy.
Sorry life is too short!
August 2025 by brian Salay-Smith
A large and useful site good parking but no EV charging
August 2025 by james faria
Without doubt the worst run retail store in the UK. Bought a click and collect item. Went to the store following confirmation the product had arrived in the store. Waited 45 minutes to see an assistant and a further 90 minutes for them to get the items - only to be told they did not have it as the delivery courier had not delivered it. They gave me a number to call to find out when it would arrive. I have spent 3+ hours on the phone over the last 2 days - NO ONE ANSWERS THE PHONE. Another retailer that will hit the deck soon!
August 2025 by Bozmova
Appalling service.
I wish I have read other reviews before buying.
Went in store and purchased garden furniture on the 3rd of Aug.
I was advised the furniture will be delivered on the 9th. On the 9th a van turned up to collect, not to deliver the furniture (obviously something somewhere went wrong). I called numerous times to find out what has happened and every time I was advised that a manager will call me. Noone every did. Eventually I managed to get hold of a manager on the 12th. The manager advised there has been a mistake and they can only deliver the outdoor furniture on the 23rd! 20 days after the purchase. Nearly a month later. No other option was possible apparently. Take it or leave scenario.
August 2025 by KNBD
Wide ranging stock and easy parking. Courteous staff. Slow ramp style escalators, use the stairs if you're in a hurry!
August 2025 by Julia Hodgson
A masterclass in how not to run a store.
B&Q/TradePoint here is like a badly designed escape room.
? The B&Q website said my item was on aisle 400, so I went to B&Q on the second floor.
? Aisle 400 turned out to be in TradePoint (ground floor).
? My TradePoint order collection? Upstairs in B&Q (second floor).
Two floors, a car park in between, zero logic, and staff who seem resigned to the madness.
It?s confusing, time-wasting, and utterly avoidable if they had clear signs or?wild idea?put TradePoint collections in TradePoint and have the B&Q website items in B&Q or clearly labelled as to their location in a different store.
This isn?t retail. It?s farce. Avoid unless you enjoy wasting your day on a badly planned obstacle course.
August 2025 by Graham Fawcett
Two visits in one day to buy wood sheet and get it cut. First time guy on cutting counter on break.
Tried calling store to check if counter open, Nobody answered the phone after two attempts and phone ringing for 15 minutes each time.
Returned later that day. Cutting counter still closed. Even the trade centre didn't have anyone to cut wood.
Needed to get refund as sheet too large without cutting to fit in the car.
Wasted day, two round trips of 24 miles each time.
Yes big store, lots to choose from.but lacking staff so can't provide proper customer service.
Nobody seemed interested or responsible.
