December 2023 by I G
Very disappointed with customer service.Lazy staff members never listen to what customers say - they just try to connect with the delivery department.I called back a few times until I could talk to an unprofessional staff member.They're just wasting customers' valuable time by inaccurately displaying stocks for online orders. I've been messed around for nearly an hour trying to get a hold of someone from customer service. Stocks are not accurate online and in-store - please do not trust the 'Click and Collect' services.
December 2023 by Tracy Oshaughnessy
Just been reminded why I hate this place. Came to get some wood cut. Was told by a member of staff where to go and that thy would alert the staff member. After waiting 10 mins I asked another member of staff who said it would be an hour . I explained I didn't have an hour ,the 2 members of staff then started to laugh at me . Never again will I set foot in this place . Disgusting
November 2023 by O W
If I can give a 0 star I will. I bought a new bathroom from b&q New Malden back in May and have it installed in early August. All is fine till that there?s one seal missing for the shower door and now it?s sleek into November and I am still waiting for it from b&q. They just told me that the shower unit I bought is discontinued and I cannot get the seal any more. What the joke. Never go to that place to buy anything. You won?t get the service.It?s all ok when everything is going well. Trouble is when it?s not. That?s where you will regret going there. B&q New Malden is one of the worse place to go. The people there are not very helpful after taking your money.
November 2023 by Lisa Tr?n
Very bad customer service . As I bought stuffs today and used my Trade card , card picture on my phone as original was tear off. The lady is white short hair ask for ID to match the card picture . She was so rude and keep her eye on me and keep telling other staffs ask my ID for check out . I have been for almost a month, everyday there and spent thousands for my new house . Just last few things to buy . Horrible lady . Eventually I don?t need their membership card any more . This lady destroys B&Q potential customers.
October 2023 by Jam Naj (J)
Good shop, staff chilled like they are on a holiday abroad nothing will be quick in this store at checkout or returns. Security needs to chill out look at this guy staring at us whilst doing a return.
October 2023 by Arezu Poya
I would like to appreciate all the hard work the designer Saffron is putting in my sister's kitchen plan. we had few meetings with her and I am amazed how patient she is with us and how passionate she is about design and her job! She is so polite and her personality is very warm. We are extremely satisfied with the service she has provided to us so far and I am so grateful that she is always available on emails and calls. Thank you so much Saffron, We even love your beautiful name :) as we are Persian and we cook all our food with Saffron so it's an interesting name for us.
October 2023 by Deepti Prasad
Every plant that I bought at B&Q at a good discount has flourished and thrived with vigour, giving great satisfaction. And I am by no means a green thumb! The lady at the checkout was very kind and appreciative of my fondness for plants. She loves gardening herself. That?s always a plus at a garden centre, an employee who actually loves gardening! I am probably going to become a regular even if this place is a bit far from my house
October 2023 by Dil Rassool
Absolutely shocking. I went into the store to have my kitchen designed. I requested all built in Bosch appliances. I was assured these would fit seamlessly without hesitation. When the kitchen arrived the cabinets are of very poor quality (extremely flimsy) and when I attempted to fit the built in microwave it was far too big. When I complained they noticed they made a complete faux pa's and offered me an alternative microwave which was a different brand and colour, completely ruining the aesthetics of my kitchen. Their response was unhelpful and obnoxious with complete disregard for the time and costs of having the kitchen installed. Please avoid at all costs.
October 2023 by Jill Truman
Very comprehensive stocks, good parking, helpful staff when you can find them. Does not do plant hire at this branch although this was said to be the case on website.
September 2023 by Paul van Jaarsveld
Very rude, unhappy staff with absolutely no interest in being helpful. I write this review only after having been to many B&Q stores and having frequented the one in new Malden many times thinking its just an off day for the encountered staff members. a Dreadful experience. Even if one tries and be friendly and polite oneself to brighten whatever agony must be dramatized behind the scenes one is just met with the most awful attitude of "don't waste my time". I came to B&Q for some DIY advice, but all I got was D-I-E. On a brighter note the exit door worked just fine and I DID find one friendly face and most helpful person in the whole mix. a South African lad working there. Bless him! If only the staff members could be 50 percent as helpful as him I would give this review a 5 star. What happened to friendly helpful service?
September 2023 by Savvas Taliotis
After being ping ponged around for a good 10mins (it seems that everyone of the staff are trained to raise their arm and point towards some direction and ask you to go see someone else), a lovely young lady gave me ALL the info I needed.
September 2023 by Dan P3123
Giant DIY store just off the A3 in New Malden, has pretty much everybthing you need for home and garden supplies. Very easy to get around the aisles. On line orders can be pucked up from there and also home deliveries. Parking is in abundance never short of spaces. Staff are pretty knowledgeable friendly and polite.
September 2023 by Col Bourne
Most staff are dead weight, staring at their phones, hanging around in groups chatting or getting loud and rowdy. I find them intimidating, there's rarely someone who looks happy to help and when you ask for help, they can't answer your question anyway, really frustrating.They've now started playing horrendously loud music at the paint mixing desk. I can't think if there's such loud noise and trying to choose paint colours was just impossible. They also have piped music, so you're listening to 2 different tunes at the same time, really horrible.It's a big store and fairly new, so if you know what you want, it's handy as it has most things. Escalators are always broken.
September 2023 by Fred Rayner
The staff are pleasant and helpful which is good as it is difficult to find your way about.The cutting service is limited and can be slow. It is sheet of wood only. I waited 40 mins only to be told my wood was the wrong size.
August 2023 by Hyun Jung Kim
I started regularly using B&Q for house renovation. As a novice DIYer, I feel grateful for B&Q that provides offline experience though price is (sometime a lot) higher than online shops. It's also convenient to pick up an item or two when urgently needed.However, my overall experience has been getting worse these days. In last five or six visits, I once was treated like a ghost when paying - the staff seemed totally unaware of my existence, talking to other staff, didn't bother to give me the receipt, etc. When I was picking up some used wooden material, I met a couple of staff who were eager to set a price tag for "charity". These occasions never failed to make me feel embarrassed and confused - While I'm willing to pay the reasonable price for the "charity", the price tags seem almost randomly decided (& became free for some other people - why?) and I felt their attitude was rather forceful. I wonder why they just don't put some discount price tags instead?Overall, I can say customer experience is getting worse and worse. I once appreciated the usually empty parking spaces but this may be there aren't enough people coming. I welcomed the new membership benefits but this may indicate that they're losing customers.
