B&Q Croydon

Photos

Reviews

1. Michael ★☆☆☆☆

   On 28/12/25 in the morning I went to this B&Q to return some items. I had a plastic bag with me that I placed my receipts in. I didn't go anywhere in the store except directly to the collection point and til to deliver my items and collect my refund. Whilst I was waiting for my refund at the til, I saw Beatrice placing my returned items on a trolley. I went over to help her and placed my plastic bag with my order receipts on the Collection counter, which Beatrice remembers me doing. Right after that I noticed my plastic bag was missing. I checked the collection desk and til area and couldn't find it anywhere. The manager and security guard went to check the security camera and they confirmed they can see me place the plastic bag on the counter whilst I helped Beatrice load her trolley — however they then insisted that I took the bag and started acting really weird. I asked to see the footage of me taking the bag which they refused to show me as it is against policy. But they both tried to gaslight me, as that was the moment after helping Beatrice I realized instantly I don't have the bag. And if I had taken it I only walked a few steps to the til waiting for my refund. When I asked what happened to the bag after I supposedly took it — they said they don't know one minute I have it then I don't. The gaslighting and lies was apparent. And they both treated me like an idiot. I know they are both lying. They may have seen a colleague take the bag or dispose of it, and decided to lie and cover up for her by insisting I took it and moved a few steps and lost it. Shame on them for their lies and gaslighting — all I had is order receipts in that bag. Imagine it was more valuable. This sort of despicable lying behaviour treating customers like they are stupid is disgusting. I never took the bag, it was left on the Collection counter, I moved a few steps to the til and realized I didn't have the bag and returned and it was gone. They want to lie and pretend I lost it but won't say how in the few steps if I had taken it, except that it magically disappeared. I saw how quickly they reacted to go and insist I taken it when they saw what actually happened. The Secuirty guard and Manager lied instead of just telling me what really happened. Beware if you ever have to rely on them for something you have lost. If they will lie over a bag of receipts they will lie over something more valuable.

   almost 2 months ago
2. S ★☆☆☆☆

   ​"Extremely disappointed with the service here today. I walked in 21st December and politely tried to ask where the gardening section was. A staff member named Matt didn't even let me finish; he cut me off in a very arrogant and rude tone, telling me to find someone else 'buddy.' ​It’s a shame because it would have taken him two seconds to be helpful, but instead, he chose to be dismissive. Unprofessional and unfriendly—I’ll be taking my business elsewhere."

   almost 2 months ago
3. Ewelina Gergont ★☆☆☆☆

   I wish I could leave zero stars. I placed the order 3 times. First on the 8th with delivery on 9th. You cancelled the order on 9th. I called the customer service number on 9th and spoke to the lady which placed the second order for me and took the payment over the phone. The delivery was planned for 10th (I told her that the order needs to be delivered by Wednesday end of day because on Thursday we leave UK). You cancelled this order too on 10th. So on 10th I called up again and the third order was placed on upon your (store in Croydon) and customer service confirmation that you have stock. The delivery has been confirmed for 11th which was a day of our departure from UK. On the day of delivery (11th) I called the customer servise 4 times. I have been lied to by EVERYONE that I spoke to, except for Zandila. She was the only one that looked into it, while everyone else was lying to my face that the lights are still coming this day. On 11th I ended up calling DPD which advised me that you have not forwarded the parcel to them for delivery and it won't be delivered on Thursday for sure. I asked if I can cancel delivery then because I WON'T BE IN UK ANYMORE AFTER THURSDAY. He said that it is only possible to cancel with you. As its your delay, not theirs. Following to that I called you back, and Zandila picked up trying to help. She connected me to 3 way call to Croydon shop to check the status, where lady called Summer again lied that "the order is being delivered next day" (which is the day when I'm not in the UK ANYMORE), "That it is not her problem that I can't accept it" and that "she can't cancel it because the lights left the shop" - which we already established with DPD WAS A LIE. How do I explain that I'm not IN UK anymore to accept or return Since the day I called you first time on 9th I told you that I'm leaving on Thursday, and you did absolutely nothing to acknowledge that. This is disgusting. You stole my money, I paid 3x £51 and I got only one refund back. You charged me knowing that you can't deliver lights on time, and you lied to my face until the very end, to tell me at the end that I can't cancel my order anymore because it's too late that lights left the shop - which again was a lie. I called customer service 6 times, I called Croydon shop two times, and none of you bothered to tell me the truth that the order is not going to be delivered on time. No, you were lying that the order is still coming. I could have clink and collect my order on Monday if you didn't lie until the very end that delivery will come on time. I was left with all my money taken, no refund, no response and silence!!!!! You, B&Q, Summer, and your customer service are disgusting. Thank God that people like Zandila and Matikinca exist, they were the only people from your team that actually seemed to care. Your policy is disgusting and I need my money back!

   almost 2 months ago

1. Yvonne gosling ★☆☆☆☆

   On 27/09/25 my family member ordered paint from B&Q via Click and Collect and received a phone call to say come in and collect the paint. Whilst travelling by bus to collect the paint we rang to say we are coming. When we reached B&Q my family member show information and stated that we are here to collect the paint but the staff said that the paint is out of stock and he don’t when the paint would be in stock. again. My family member was very disappointed because the tradesman was waiting for the paint to paint the walls. It was very inconvenient and my family member paid for the paint. My family member asked the staff to call the manager and would need money refunded and wanted compensation for bad customer service not informing that the paint was out of stock before we traveled to B&Q. We waited 30 minutes for the manager to arrive. However during our wait a Black woman staff on the cashier til got up and walked into our personal space and was very rude. Later the manager called Stephen who had 23 tattoo on the back of his left hand told my family member that he is not offering no compensation. We bought some other stuff and when we about to leave the same Black woman staff grabbed the trolley from my family member saying it is hers and aggressively took the trolley away. We left and later rang and spoke Stephen and he claimed the Black woman staff would not behave like that. Unfortunately my family member and I would no longer order Click and Collect and not buy from B&Q again because of the poor Customer Service experienced.

   almost 4 months ago
2. Linvell Taylor ★☆☆☆☆

   I recently visited your store intending to purchase a kitchen, but my experience was extremely disappointing. Despite spending a considerable amount of time in the kitchen section, every member of staff appeared occupied at their computers and did not acknowledge me or offer any assistance. Not only did this make me feel ignored, but it also left me very uncomfortable as a customer ready to invest in a significant purchase. I expected at least a greeting or an effort to find someone who could help, but no alternative was offered. I hope you take this feedback seriously and address the lack of customer service, as it prevented me from moving forward with what should have been an exciting purchase.

   almost 5 months ago
3. Swathis ★☆☆☆☆

   One of the store managers with a black beanie should really learn how to respect and treat the customers. I don’t know his name, but he had no manners at all. I was there to buy a light, it was the last in stock, the box was fully damaged and super dusty. I requested for additional discount pointing out the issues. The way he treated me for that request was unacceptable. He sarcastically asked his colleague to dust and give it to me. I bought that item in the end, but it took me some time to process how I was treated. So, I’ve decided to return the item.

   almost 3 years ago

1. Lynne Scott ★★★★★

   OMG what brilliant members of staff . JORDON you are the best along with Conner too. They are so helpful considerate and kind .. Jordan ensured that we had all the tools we needed to complete my Ludo Board Project and Conner was so helpful too . THANK YOU

   almost 3 years ago
2. Roger Perez ★★★☆☆

   My experience in this shop was good, anything you need for your home is in here.

   almost 3 years ago
3. Contessa DiMaggio ★★★★★

   I visit this place on a regular basis to purchase plants. On this occasion I was looking for some winter colours for my window boxes and I was pleased to find a beautiful combination of plants!

   almost 3 years ago

FAQs