B&Q Sutton Reviews Summary

Customer Service

Pros:

• "Bev is a complete ‘Angel’ …… thank you so so very much for being so helpful and going the extra mile to help me yesterday."
• "Staff were friendly and helpful."
• "I have been today to B&Q in Sutton, I can tell you that the staff were very helpful and friendly specially a girl named Edyola."
• "Went to B&Q this morning to get a Christmas tree and have the most incredible service from a young man named Josh."
• "Rebekah was an absolute star!! Our local store didn't have any of the product we were looking for and advised us to go to Sutton."
• "So I went here today to get a sink, every member of staff was so lovely and friendly, nothing was a problem!"
• "Pleasantly surprised with this B&Q store, the Customer Service Staff, specially the young guy in the till was so professional, helpful and always with a fantastic smile."

Cons:

• "Terrible service....hardly anyone to help customers...."
• "Some of the staff don't know what they are talking about, could not find a manager."
• "It's a bit too big as nobody there knows where anything is."
• "A horrible place to shop, made worse by the staff."
• "Very bad service from b&q two months ago I placed an order for chipboard delivery I took the day of work and it never arrived."
• "Trying to find a member of staff is a complete joke."
• "Some of the worst customer service I have ever experienced in my life."

Store Layout and Accessibility

Pros:

• "It has a wide range of DIY products available."
• "Parking below decks... is fully covered so you can take your time in the winter."
• "There is everything you need for your home, for your garden, everything."
• "Huge. Wide selection of everything."
• "Big store, plenty of parking spaces, good range of items."
• "Pretty large store with quite a good selection."
• "The B&Q at Sutton is nice and big."

Cons:

• "The lifts and escalator out of order."
• "Neither travelator nor instore lift work most of the time."
• "All escalators & inside lift were out of action."
• "Typical franchise B&Q at the top of Sutton High Street... One of the internal travelators is also out of order."
• "Looking a bit run down, travelator down wasn't working so had to use the lift."
• "Very poor looking shop down escalator not working not laid out very well and too much stock out on display causing problems with social distancing."
• "The escalators were out though on both sides which was a pain in the ass…"

Product Availability and Quality

Pros:

• "Found exact timber sizes to make repairs."
• "First time i have ever given B and Q five stars. Needed a metal bracket to hold 2 x70/30 integrated appliance doors together."
• "The store staff were helpful and knowledgeable, and they had great suggestions for projects."
• "When staff member finally arrived after a 40 min wait the cutting service was quick. Efficient and above all accurate."
• "The items were then picked and ready immediately to pick up."
• "Great store selling DIY, bathrooms, kitchens...gardening tools & plants."
• "The store carries an extensive selection of products and materials, from tools and hardware to paint and lumber."

Cons:

• "Went there to find some wood stain for my shed and while browsing aimlessly near trace point I saw a young man (said his name was albie) I asked him where I could find wood stain and some primer, he replied with saying he had no idea."
• "Very poor customer service."
• "The availability not so great and stock levels pretty bad."
• "The ones available all had poor reviews and seemed prone to failure in the wet."
• "Ordered click and collect and as I arrived to collect it at the desk I got email saying was out of stock even thought said online was in stock should just say if it's out of stock before letting you order and have a wasted trip."
• "Items they say are in stock aren't."
• "I bought an item that had parts missing."

Customer Experience

Pros:

• "An excellent example of how shopping can be managed during these challenging times."
• "The man on the paint counter was very accommodating."
• "Angela is very patient and went the extra mile to help us."
• "The staff is lovely and helpful."
• "Good choice of goods and very pleasant and helpful staff."
• "Very rarely will I post a review but this one is deserved. Sharon & Leah were around when I mislaid my phone, fortunately security picked it up."
• "You get two hours free parking in there there is also ground floor parking."

Cons:

• "A horrible place to shop, made worse by the staff."
• "Horrific customer service. Staff member rude."
• "Worst customer service I've ever received in a store...was left waiting for 50 minutes, being passed on to 4 different members of staff before eventually being told I can't even exchange my UNOPENED item!"
• "Unpleasant staff - prices wrongly displayed. Staff treat you like a thief when you use costumer help desk to challenge prices."
• "Unhelpful staff who make you feel like a nuisance."
• "The staff are openly hostile towards their customers, no hello, no thank you, no goodbye."
• "The most uneducated and racist staff."

Online and In-Store Services

Pros:

• "On the plus side our click and collect was ready when we got there."
• "Extensive range of all items in this store, if you want advice ask an older member of staff as they are more experienced."
• "Lots of stock and fairly well laid out in the store."
• "Great amount of stock, easy parking, central location."
• "The shop is very organized and all the items are easy to locate."
• "Ample parking which is good plus it's location means that you can access other shops etc in the area."
• "Food and drink."

Cons:

• "But you will PAY for it."
• "Very bad service from b&q two months ago I placed an order for chipboard delivery I took the day of work and it never arrived."
• "I placed a click and collect order on the 8th April - website said up to 3 days before ready... 16 days later I received an email reminding me to come and collect the order."
• "Ordered a curtain pole online to click and collect paid for got to the stores click and collect department hour later... they were out of stock."
• "Orderd a bulk delivery due to delivery on the 5th... deliver arrived on the 10th and sent wrong product."
• "By far the badest customer experience ever place an order for it delivery to be delivered on the 7 April no text are call to tell me what time my delivery is coming."
• "The worst experience ever. Placed an order of around £800. They did not deliver and kept lying about the delivery."