B&Q Ilford Reviews Summary

Customer Service

Pros:

• "Thanks to Henry for giving us great advice on their paints and mixing us a great colour."
• "Russell was ever so helpful the most amazing customer service."
• "Excellent customer service."
• "Went to B&Q earlier today and bought a large bag of compost which a very kind customer service gentleman in the garden centre assisted me with putting it in the trolley."
• "Rang B&Q in Ilford and spoke to the very helpful Henry."
• "Just want to mention how helpful Jeana has been in finding out specifications I was unable to find online."
• "I'm only rating 5 star after receiving outstanding help and services from Nina."

Cons:

• "Staff were rude and unhelpful. The queue for the cashier was amazing long and when I complained I was told I was unruly and to get back in the queue."
• "BOTH STAFF members were miserable... It was like dealing with ROBOTS!!!"
• "Not enough staff and the staff I encountered were not very helpful."
• "One star from me I'm afraid. I live in this area but avoid this store like the plague. The customer service is abominable."
• "Rudest staff I’ve ever encountered."
• "Staff are essentially non existent. If you do manage to find someone, they will call someone on the intercom and tell you to wait in a particular aisle."
• "Most Staff seemed as if they couldn't be bothered especially the young lady on the customer service desk who was supposed to be serving on check out also but would rather let the line stack up to 20 minutes just to buy the goods."

Store Layout & Stock

Pros:

• "Great size store, downside is many staff don’t want to help or give advise."
• "Nice big store with plenty of parking."
• "Well stocked, the odd thing about this branch is that it is split over two shops on the same estate."
• "The store is a large size so you can pretty much buy anything DIY related."
• "The store is very well organised, much better so than it was pre-pandemic."
• "Selection of goods is however excellent and it is conveniently located."
• "Large free carpark."

Cons:

• "Certain garden edging colour not available in branch."
• "They have a serious stock issue in the plumbing section as no stock in the plastic waste fittings."
• "Alright if you need some basics, but it's one of the poorest stocked B and Q's I have ever been to."
• "Could not buy paint mix because no base paint in stock till end of next week, who does the ordering."
• "This shop is ridiculous, they have nothing in stock, they won't order stuff once they run out."
• "There's hardly any tools, the racks are mostly bare."
• "Everything on the shelves is a mess; always disorganised, messy and everything looks battered."

Parking & Accessibility

Pros:

• "Excellent parking facilities. No hassles very big carpark trolley is always available."
• "Good location."
• "Large free carpark."

Cons:

• "Getting out of the car park is a pain - the way in is off one road, the exit feeds onto a dual carriageway and you'll be queuing to get out when the road is busy."
• "There is a no return within 2hrs parking sign that is barely visible to the patrons who visit the store."
• "Decent B and Q outlet. Good parking but can be a queue to get out at busy times."

Checkout Experience

Pros:

• "Although the queue was quite long, it didn't take long to be served because of the single queue and the guy directing us to available tills."
• "No queues."

Cons:

• "Only thing is with the tills, you normally have to wait a while and on this occasion the self checkout were all cordoned off."
• "Queues too long. Self checkout never open."
• "Express tills are closed and if you want to pay cash you are better off going elsewhere."
• "Only two tills open, despite the fact more could have been opened and also comply with distancing regulations."
• "My one gripe are the checkouts, I'm not a fan of self service checkouts, I like to deal with people."
• "No one on tills at ten o'clock."
• "The customer service from the assistant I spoke to was quite poor."