B&Q New Malden Reviews Summary

Customer Service

Pros:

• "Went to B&Q today and the customer service was second to none."
• "B&Q New Malden, London: Staff are extremely friendly."
• "A massive thank you to Mason, who works in the gardening department. He put all 4 of our compost bags on the trolley, took us to the till and put it in the car for us."
• "The staff are pleasant and helpful which is good as it is difficult to find your way about."
• "Great customer service with plenty of staff being attentive, they have always managed to support with exchanges and refunds."
• "The lady at the checkout was very kind and appreciative of my fondness for plants."
• "The staff were polite and helpful. I found what I needed for some gardening and DIY."

Cons:

• "Awful in a word. Nobody wants to help or even slightly interested."
• "Most staff are dead weight, staring at their phones, hanging around in groups chatting or getting loud and rowdy."
• "Very rude, unhappy staff with absolutely no interest in being helpful."
• "Rude staff at the paint mixing station."
• "The staff are tremendously unhelpful at B&Q and that's the main reason I give 1 star."
• "Very disappointed with the way i was treated and spoken to at the New malden store."
• "I asked a worker named Gheerithan to help me out in the tile section, I asked him to help me find a specific kind of tile, I hadn’t realised it was right in front of me, and he said to me ‘it’s right in front of you are you blind’ I have never experienced this level of disrespect."

Store Layout & Signage

Pros:

• "Clean, pleasant shopping experience although sometimes hard to find what you need due to size of shopping floor."
• "It's huge, so social distancing is pretty easy to manage."
• "Felt very safe and comfortable to shop in during lockdown."
• "There are lifts and escalators too as well as the open staircase."
• "One of the largest B&Q stores I have ever been to with parking at ground and first floor and the store on the second floor easily accessible with travelators."

Cons:

• "Click and collect is totally hidden away in a corner and poorly signposted."
• "A really unpleasant and depressing store."
• "A huge place with a good range, poorly laid out and terribly signposted."
• "An hour and a half wandering round the store trying to find items on my shopping list. The place is a mess and so badly signed that even the staff don’t know where anything is."
• "It really took a while to find the items that we were searching for in the bathroom section. The layout needs to be improved as they were not in obvious places!"
• "Minus points because the entrance is not clearly signposted and I walked past it initially."
• "Zero signage, aisles without adequate room to pass with trolley, no visible eyeline to exits."

Product Availability & Stock

Pros:

• "Went in, selected the cloakroom sink and cab I wanted off display, they had it in stock and I bought it and left."
• "Good amount of stock today across the store."
• "Has everything that a tradesman or just an everyday DIYer, from paint to lights to wood and everything else."
• "They made my day with an important MDF board I urgently needed for my daughter's A'level art examination!"
• "Giant DIY store just off the A3 in New Malden, has pretty much everything you need for home and garden supplies."
• "Great place for all timber building supplies plus 1000s of other products."
• "Without doubt a B&Q flagship store. Well stocked and wide range of goods, with many products only available in this store for collection i.e. jacuzzi, large lawn mowers etc."

Cons:

• "Awful! They have nothing, empty shelves. Not a single piece of real wood flooring."
• "If looking for a BBQ then don't bother. Hardly any on display, no staff around, no prices on the boxed up ones."
• "Store did not carry much stock with regards tiles unless you wanted the bargain ones."
• "Encountered some cruelly rude staff members there. No signage at wood cutting to say it's shut."
• "Had a terrible experience with this store! Ordered wood flooring and got told by the delivery team that it was coming on the wrong date that we had booked it to be delivered on."
• "Stock control seems to be out the window as 4 items were in store according to the online checker but upon arrival one was and it was the incorrect colour."
• "Unfortunately, we were looking for a surrounding fireplace but all the times we selected a model on display the same was found out of stock."