B&Q Solihull Reviews Summary

Staff and Service

Pros:

• "Inside staff were being so helpful and friendly."
• "The staff are friendly and extremely helpful as well."
• "Really helpful friendly staff, especially a man with I think a (South African ) accent...he is always really friendly knowledgeable and seems to really enjoy being there."
• "Staff are helpful and you can usually locate one when you need to."
• "Ryan's dedication to ensuring a fantastic customer experience was evidently clear."
• "Service is very good, with additional self service tills."
• "Staff were sooo helpful. I bought a shower screen and I'm only a little lady I wouldn't have been able to lift it. But I didn't even have to ask, they just carried it and put it in my car. Bless you and thank you!"

Cons:

• "The girl at the click and collect was extremely rude."
• "What an absolute shower … went to the cash / card desks. It’s run by children, queues backed up and one girl playing around with a tape measure."
• "Awful. Staff standing around looking at their phones by the checkout."
• "Very poor customer service. Except for the checkout staff the floor staff are of very poor quality."
• "Awful service went in for some plumbing materials needed help asked one person if he could help said he was in kitchen dept and would get somebody waited 15 minutes nobody came."
• "Managers don’t won’t to know, been waiting to speak to a manager for 7 days and called a number of times???"
• "Very disappointing and unhelpful staff. Would not recommend to anyone else. No knowledge of products they're selling."

Store Layout and Stock

Pros:

• "All on one level."
• "Huge store with a great stock."
• "Big store."
• "Very handily found within retail park."
• "Nice and big DIY warehouse."
• "Always seems well stocked and they have a great choice of items."
• "Great outdoor section for all your plants, sheds, decking etc."

Cons:

• "Poorly laid out store where it is very difficult to find anything."
• "They don't stock all the items."
• "It's a pretty depressing place inside. A lot of the stuff didn't have price labels. Shelves not stocked."
• "Never has all items available!"
• "Queued up for ages at the paint mixing service... they never had the correct base paints in stock to mix certain colours."
• "Good shop let down by online stock checker. Visited specifically for items after checking B&Q website; items unavailable for delivery but in stock at this store. They weren't."
• "Carefully what are you buying as they sell used dirty products nice wrapped and inside the box or wrap you will find products that can not be used."

Pricing and Online Services

Pros:

• "Prices are good for most things."
• "Online ordering for click and collect supported."
• "There returned policy is 45 days which is good."

Cons:

• "Some prices are too high in this online Internet age so they need to do more price matching."
• "Disgusting company, twice in one week ordered and payed for items, to be told with first one, 3 hrs later not in stock by phonecall, second one told to collect after 1pm, only to arrive to be told sorry we've sold them all."
• "I have been scammed by B&Q verified sellers, I bought TV unit through B&Q website and I have realized that it comes from one of their verified sellers who is actually selling them on Amazon for almost half price."
• "Bad customer service from B & Q would not recommend their online service."
• "This is terrible service and to be honest B&Q shouldn't really be offering this Service if they can't Manage it correctly."
• "Things are massively overpriced as they now have virtually no competition since Homebase closed."
• "Called the delivery team twice but without any feedback."

Customer Experience

Pros:

• "Had everything I needed today."
• "The quality of items are brilliant."
• "Went to get paint and loved their free colour mixing service. They were able to scan my chosen colour to 99% and save my details for the order later on as I wanted to test my colour before placing an order."
• "I like B&Q as they usually have everything I need if I am doing a DIY project."
• "Overall, its a good store. Can't complain."
• "Friendly helpful staff."
• "Staff are always friendly."

Cons:

• "Disappointing visit."
• "I never seem to get good service here. Today I was trying to return an item. I asked a member of staff ( who was directing customers) where to go to return an item, and was told I needed to join the queue."
• "I was rather upset with seeing some staff walking around the store without face coverings."
• "I only phoned to ask about paint, and spent nearly 10 minutes listening in to private conversations about shift changes!"
• "Rudely spoken to by the click and collect girl last week."
• "Click and collect disaster."
• "Very rare unfortunately to see such dedication these days."