B&Q Luton Reviews Summary

Customer Service

Pros:

• "The staff, store & service is superb."
• "Member of staff went outside, got trolley, wiped handle with antibacterial and all with a smile!"
• "Staff helpful."
• "Big thanks to Mr Carlos in indoor plant area as he was amazing."
• "The young Lady who looked after me went beyond the call of duty to get one off the top of the rack for me."
• "The few members of staff I've dealt with here were all very friendly and welcoming."
• "The staff vary, some of them walking the aisles are pleasant and seem more than happy to assist which makes a very good corporate impression; They seem to be more experienced, delivering brilliant product knowledge with a smile."

Cons:

• "Absolutely disgusting service from this store and B&Q in general."
• "Rubbish place! Customer service do not exist at B&Q Luton."
• "The store NEVER pick up the phone."
• "Absolutely disgusting toilets. Damages doors, seats broken and cubicles out of order."
• "This branch needs some serious customer service / sales training."
• "Kinda rude and embarrassed me."
• "Literally no one picks up the phone for click and collect."

Store Layout & Stock

Pros:

• "It's a very big store with nicely organized aisles and friendly staff always there to help us with stuff."
• "The Trade Point section is excellent too."
• "Many of their departments are well stocked with good products which makes it a good place to shop for paint, varnish, chemicals and disposables."
• "Plenty of parking, and all on one level."
• "It has everything and more."
• "Large DIY Store covering 99% of your home improvements needs."
• "This place is always just so well stocked."

Cons:

• "They seem to be constantly reorganising or using sections in the middle of the store as storage."
• "Stock was ok for what I needed, but certain products were not available, so might be a wasted journey for some."
• "The items we wanted showed online as being in stock, there were none on the shelves."
• "50% of the copper pipes are dented or bent."
• "Lot of display tiles are broken or not there in the expected display stand."
• "Shockingly low stock levels and the worst social distancing queuing system."
• "Unimpressed to say the least. Went to purchase 4 x packs of 180mm Garden canes. 203 shown as in stock but none on display."

Price & Value

Pros:

• "Cost wise, for general hardware it's not too bad, although you can get things cheaper with likes of Wickes, Gibbs, Screwfix, Toolstation, etc just round the corner."
• "Everything you need you can find and the prices are very competitive."
• "We went to get a tree this year and I had to comment how impressed and how refreshing it is to see affordable and good quality christmas trees and decorations."

Cons:

• "Not cheap store in comparison to others and continue to be out of stock on some items, for me anyways."
• "B&Q want to charge the highest price at £30 for the same 2.5L that wilkinsons are selling."
• "Everything is literally so expensive here."
• "In wilkinsons you can buy the same dulex paint for £19 and some for £15."
• "Not a bad visit, great staff, great range of products but worked out prices are more expensive on certain items than other suppliers."

Staff Attitude & Professionalism

Pros:

• "Some people who work here, really go the extra mile and some don't."
• "The staff are friendly and helpful."
• "Very impressed with her commitment and friendliness."
• "Staff are generally helpful."
• "Very helpful doorstaff."
• "The quality of service is brilliant and the team so personable."
• "Staff were friendly and helpful."

Cons:

• "Regular visitor to this store so know the store well staff are very unprofessional ZERO customer service skills."
• "Staff are all very rude and unhelpful."
• "Very unhelpful staff especially kitchen and bathroom staff. Poor training and customer services."
• "Staff member by the name of Lillie is obviously in the wrong job."
• "Extremely poor customer service at Luton, about 6-7 staff loitering in one section."
• "Rude security guard and staff upon me entering."
• "Pathetic customer service, over the last year or so I have probably spoken to a dozen of the reps in store and they all respond rudely."