I started regularly using B&Q for house renovation. As a novice DIYer, I feel grateful for B&Q that provides offline experience though price is (sometime a lot) higher than online shops. It's also convenient to pick up an item or two when urgently needed. However, my overall experience has been getting worse these days. In last five or six visits, I once was treated like a ghost when paying - the staff seemed totally unaware of my existence, talking to other staff, didn't bother to give me the receipt, etc. When I was picking up some used wooden material, I met a couple of staff who were eager to set a price tag for "charity". These occasions never failed to make me feel embarrassed and confused - While I'm willing to pay the reasonable price for the "charity", the price tags seem almost randomly decided (& became free for some other people - why?) and I felt their attitude was rather forceful. I wonder why they just don't put some discount price tags instead? Overall, I can say customer experience is getting worse and worse. I once appreciated the usually empty parking spaces but this may be there aren't enough people coming. I welcomed the new membership benefits but this may indicate that they're losing customers.

No directions for HGV deliveries. Drive past the store, past the self storage building, turn left into the Shannon commercial centre, then take the 2nd left.

If I can give a 0 star I will. I bought a new bathroom from b&q New Malden back in May and have it installed in early August. All is fine till that there’s one seal missing for the shower door and now it’s sleek into November and I am still waiting for it from b&q. They just told me that the shower unit I bought is discontinued and I cannot get the seal any more. What the joke. Never go to that place to buy anything. You won’t get the service. It’s all ok when everything is going well. Trouble is when it’s not. That’s where you will regret going there. B&q New Malden is one of the worse place to go. The people there are not very helpful after taking your money.

I just want to take the time to give a huge thank you to the South African shop assistant (been in role about 3 months he said). I asked for some advice for how to cut a round hole in Perspex for an Aircon installation. He suggested using some tubing to create a pressure fit. He went out of his way to help me and it’s such a rarity these days. Attached a pic of the end product thanks to his good advice.

Absolutely shocking. I went into the store to have my kitchen designed. I requested all built in Bosch appliances. I was assured these would fit seamlessly without hesitation. When the kitchen arrived the cabinets are of very poor quality (extremely flimsy) and when I attempted to fit the built in microwave it was far too big. When I complained they noticed they made a complete faux pa's and offered me an alternative microwave which was a different brand and colour, completely ruining the aesthetics of my kitchen. Their response was unhelpful and obnoxious with complete disregard for the time and costs of having the kitchen installed. Please avoid at all costs.

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 accessable with travelators. Just off the A3 so great if you live in South West London and have access you a car. Large out door selection of both indoor and outdoor plants and all the departments one would expect to find in a general department store such as flooring, kitchens, bathrooms, tooling, lighting, hardware, etc. See attached pictures including click and collect.

Higher profits, lower service. B&Q have started selling other company products through their “verified sellers” scheme. This is clearly a low effort revenue stream, however customer service support for this type of sale is shocking. After waiting 34 minutes on hold, I was told that it was my responsibility to contact the 3rd party and take up the product issue with them. BUYER BEWARE. The trusted name of B&Q no longer holds true.

I always find the staff here super helpful. This time my customer service experience was exceptional. I came to buy some wood which I needed cut and thought it may be too late to use this service on a Saturday evening. Cross was a real gentleman and offered to cut the wood for me straight away. Wenn was also super helpful showing us around as was Ali at the till. Thanks to everyone for making our trip to B&Q so productive whilst getting everything done so easily.

Product was to expectation but service was poor, had to hang around until a member of staff felt that they ought to man the collection desk and when they finally did so tried their best to make u feel they were doing u the customer a favour. In the mean time other members of staff especially at electrical point directly opposite did their best to pretend they were busy. One In particular gave a customer a hard time when they tried to return a wet dry vacuum that was clearly unused and in original packaging suggestiing customer was wrong when in fact the member of staff was pretty clueless and did his best to prove it.

Good shop, staff chilled like they are on a holiday abroad nothing will be quick in this store at checkout or returns. Security needs to chill out look at this guy staring at us whilst doing a return.

Wow incredible choice of house plants and garden plants. Very well kept. Definitely recommend. Super friendly Staff. Clean, tidy, fully stocked.

Poor customer service and defensive staff member. Asked for some help in the tile section - wasn't a specialist question 'Are outdoor tiles in this section?'- staff member couldn't help and fobbed us off. Got defensive when my partner said this happens often in B&Q. Teach your staff where basic items are in the store, teach them some basic customer service skills while you're at it!

A special thank you to Louise who helped me to find legs for holding down weed matting today. She went out of her way to locate the pegs when they weren't where expected on the shelves. I much appreciated the time and effort she put into helping me.

One of my favourite shops. Great for all your DIY needs. Huge range of paints, as well as custom paint colouring. All kind of wood types for your DIY projects and they will even cut the wood to size, which is great if you only have a car. This particular store is very big, so plenty of options. I’m sure you’ll find everything you need.

There's plenty of parking available and a ready supply of materials as it's the largest in the area. One star lost because if you are looking for something, you have to look for someone first (can be a challenge) before you can ask a question - sometimes a shortage of floor staff.

I have never seen more useless staff.. I am not trying to be rude but its a bit annoying and frustrating asking for help after being unable to locate items and being just ignored - not the first time. Staff is just looking for excuses "someone moved them", "we've sold out" or "somewhere there".. without even checking stock, system or pointing where about... This is also what Ive heard during my last visit looking for digital scanner, which was just in the box above where it should be. More people I've asked, more excuses Ive heard. Same situation today... just ridiculous.

I would like to appreciate all the hard work the designer Saffron is putting in my sister's kitchen plan. we had few meetings with her and I am amazed how patient she is with us and how passionate she is about design and her job! She is so polite and her personality is very warm. We are extremely satisfied with the service she has provided to us so far and I am so grateful that she is always available on emails and calls. Thank you so much Saffron, We even love your beautiful name :) as we are Persian and we cook all our food with Saffron so it's an interesting name for us.

Every plant that I bought at B&Q at a good discount has flourished and thrived with vigour, giving great satisfaction. And I am by no means a green thumb! The lady at the checkout was very kind and appreciative of my fondness for plants. She loves gardening herself. That’s always a plus at a garden centre, an employee who actually loves gardening! I am probably going to become a regular even if this place is a bit far from my house

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! Luckily one of the staff were able to help us & we ended up ordering the items there rather than have to transport them home ourselves!

Very disappointed with customer service. Lazy staff members never listen to what customers say - they just try to connect with the delivery department. I called back a few times until I could talk to an unprofessional staff member. They're just wasting customers' valuable time by inaccurately displaying stocks for online orders. I've been messed around for nearly an hour trying to get a hold of someone from customer service. Stocks are not accurate online and in-store - please do not trust the 'Click and Collect' services.

Good selection of DIY items, some decorating items like wallpaper, rugs and cushions. Nice selection of plants at reasonable prices. Do find it a little confusing to navigate at times

Has most DIY products but rarely has what I am looking for. Every visit that I have been there; there is never any wire spice racks that you can fix on the inside of cupboards. I have purchased one a couple of years ago but on the number of occasions that I have visited over the years; there have never been anymore on the shelves , even though one is on display. But otherwise a good selection of products .

We need some wood cut, and the 2 nearest B&Q stores have the saw mill broken. I thought I'd call ahead to New Malden and find out, but their recorded message states 'due to Covid, we are not answering calls' to protect staff', and then it cuts you off. I'm sorry what? Its 2023, and how does not answering calls protect staff?! Very frustrating

I went late on a Monday night, plenty of staff on hand and they found me the items I was looking for (not in the aisle stated on the website). Wish they'd turn the lights off at night though, it seems completely lit up even when it's shut. Even if they turned half off...seems a no brainer in the current climate.

Really large store with a large selection of items. We went for a parasol, which considering the time of year you could say was empty, or that they’d been busy selling a much needed item! We got exactly what we needed so was very happy.

The store itself has a huge variety and the staff are helpful but the stock tracking systems are awful. Having checked online that an item was in stock in this specific store with 4 available, I turned up to be told it was just plain wrong and they had nothing. Wasting customers’ time in this way really damages any retailer loyalty.

After asking a questing about paint mixing at the desk, and getting a one word answer, the young assistant walked of and left us standing there mid conversation. After poor service and rudeness like this my wife suggested we leave and go to Brewer's Decorating in Martin Way, a short drive away. Here we received personal and attentive and knowledgeable service which helped us choose which paints we required. That's £111 sale that B&Q won't see on this occasion and they'll never see our custom again now we've seen the benefits of choosing experts in local retail.

Massive store although I didn’t take a look around because I was there to retrieve my click and collect item, but the lady who served me was very helpful. I will definitely be back. Minus points because the entrance is not clearly signposted and I walked past it initially and secondly it was a bit of a faff to get to the floor level of the store.

Worst experience ever. My delivery got postponed 3 times. Apparently the delivery driver could find my address. How hard is it to read the big sign in front of the building clearly stating the building name and flat numbers? I had to cancel my plans and stay home waiting on this delivery for 5 hours. Unacceptable. Never shopping here again. I'm ordering on Amazon

Easy parking, wide selection of products, and most importantly excellent helpful staff. They offer help when they see you struggling. Very positive and upbeat. If the manager ever reads this ... your store is so vast customers really need a floor plan at the entrance.

You have to love this place, down to earth and incredibility helpful even being greeted at the store entrance. But what makes it 5 star is Anton and Sarah in the Garden section who have been giving me advice on my community planting project down the Beeline Way in New Malden plus advising me on some of the discounted plants along the lines of will they make it through the winter, do they increase the biodiversity etc. Love it!!

Very poor service I ask help from staff. I said excuse me dear I need your help. The way he said WHAT WHAT DO YOU WANT. then I left the store without anything buying I didn't feel comfortable at all.

Nice shop with good selection of products for the home, but furnishing and DIY. Decent prices. Plenty of parking. Some staff are helpful but not all.

We bought our kitchen units at B&Q and got helped by Mr John Cross. He was extremely helpful, patient, and designed our kitchen with perfection! Thank you so much sir.

B&Q New Malden was excellent. Ordering a kitchen and bathroom, the kitchen designer was patient, kind, and went to endless trouble to help us. Nothing was too much trouble. Very unlike our recent experience with another large kitchen store. Who seem to have invested lots of money into tv advertising and not staff training. Couldnt fault our visit or the help we received. A very nice atmosphere and a pleasure to visit B&Q.

Thank you to Jan, for his guidance, knowledge and patience in helping me select a new kitchen. I really appreciated his help. Whilst sitting in the area, I observed a happy team, helping each other to assist the Customer. This must be down to Karen the Team Leader. Thank you to her for help/input too.