Dear B@Q
I am writing to formally lodge a serious complaint regarding an incident that occurred today at your B&Q Leyton branch, specifically concerning the unprofessional conduct of the on-site manager, Savina.
As a Trade Account holder, I have spent a significant amount of money with your company and have historically valued my relationship with B&Q. However, my experience today has left me deeply concerned about both your customer care standards and your branch-level health and safety protocols.
I visited the Leyton store to seek urgent assistance regarding a faulty Flogas cylinder that I had purchased from B&Q. I discovered the bottle was actively leaking in my garden, presenting an immediate safety hazard. Initially, a floor staff member was incredibly polite, helpful, and attentive. Recognizing the severity of the issue, he called his manager, Savina, over to assist.
Regrettably, Savina’s handling of the situation was entirely unacceptable. She approached the matter with a hostile and dismissive attitude, speaking to me with clear sarcasm and disrespect. Rather than addressing a hazardous gas leak with the necessary urgency, she simply stated that it was "not B&Q's problem" and claimed my contract was exclusively with Flogas. When I calmly asked for clarification regarding this contract, she became visibly annoyed and argumentative. Her communication was highly unprofessional, and she even made a sarcastic remark as I walked away.
While I understand that Flogas ultimately owns the cylinders, B&Q is an official stockist. Dismissing a customer who is presenting a hazardous, leaking product—instead of following standard safety and exchange protocols—is a severe failure of duty of care.
This performance is a terrible reflection on the Leyton branch and has made me seriously question whether I should continue using my Trade Account. Given the safety implications of how this hazardous item was handled, I am also discussing this matter with my brother, who is an investigative journalist.
I would appreciate it if a senior management representative could look into Savina's conduct and contact me to discuss how B&Q intends to resolve this matter safely.

Kind regards,

What complete bunch of incompetent people! TRADE point, how many traders work after 5pm or on a sunday? Yet they want to deliver to a building site on a sunday , not very clever, even though I rang and cancelled the sunday delivery they had scheduled they just ignored me and still delivered it left on a drive in the rain!!if you want to be a trade supplier you need to deliver at trade hours , simple!

The staff were very helpful and cheerful as always.

Good experience polite helpful staff but as an DIY person with carpentry background it would be nice for all card holders to get some small discount at all times bigger discount obviously for builders who spend more other wise the m not gaining anymore buy my purchases so look elsewhere but would prefer to not do this just my opinion

The delivery was excellent, unfortunately the gyproc coving had been badly handled and was damaged, maybe from the factory!
Overall a good experience!

I always find the staff at the Chippenham Branch very focused on helping the custumer if possible.

always found customer service very good, steph at gillingham always helpful and cheerful

I got a discount on some flooring that pleased my partner. No queue. Staff were on hand.

From order to delivery everything was simple and successful. The strimmer was in use within 30 minutes.

One of the worst experience we’ve had as a trade customer no aftercare after buying a kitchen worth nearly £7k sent mixed up items some were missing some we double quantity some damaged upon checking when unboxing and when spoke to staff at local branch was advised to speak to customer service n customer service advised to go to local store where purchased. Now local store says just buy the new items and customer service can only resolve for you over the phone so had to buy some of the bits which were meant to be included in the kitchen which was originally designed and supplied by B &Q. Would definitely not be recommending to any of my trade fellows and definitely AVOID AVOID AVOID unless things change in future which does not seem like will happen. BAD EXPERIENCE 👎👎👎

Order number 1068249603
Over 3 weeks ago we ordered on line a door to match 2 doors that we had already purchased. After the most stressful 3 weeks and hours and hours of wasted time trying to get Tradepoint's customer service to resolve the issues with DPD (2 doors were mislaid by DPD), zero help was forthcoming from Tradepoint's customer service team. We never received a reply from any of the emails we sent requesting help. In the end we had to resolve the issue ourselves and spent a considerable amount of time communicating with DPD's Executive team, sending numerous emails after each failed delivery - and there were several. Tradepoint promised us twice that they would use their own drivers to deliver the door. But instead we kept on being notified that they were using DPD! We finally received the door today! We're in the process of renovating a few of our rental properties. We were going to purchase the kitchens and bathrooms from Tradepoint. but having experienced so little help from Tradepoint's customer service team and wary of incredibly long delivery times we have decided to take our business elsewhere. Terribly disappointed.

I have made several visits in the last week to the Caerphilly outlet. I have purchased a variety of materials including Gyproc coving. timber, plumbing, contiboard. electrical goods, tile adhesive and grout. All materials were ready available and staff very helpful. Prompt service and polite. Julie, Sue and Matt. A credit to B&Q.

your admin service is a nightmare

You NEVER answer the phone-on any day or time

Your customer service is an even worse joke

Based in south africa barely a comprehensive word of english,and, youe flicked back to the store phone number (that never answers) once you try to request help

So much of your stuff can only be bought for home delivery means when there is a problm your faced with dealingwith south african chums all over again

No service instore only a collection point which doubles as customer service

And.... the inevitable long queue"

Hence forward i will only buy where it accepts collection too

Dr David Noble

delivery driver refused to come into driveway to drop off order saying, he wasnt allowed to. driveway had already been used by other large delivery vehicles including steel beams i then had to move items by hand to garage.

Excellent staff, great service.

Delivery was exactly on time and the driver unloaded it with care to where I wanted it causing no damage to my hedge or plants, polite and helpful 👍

I never know where I am with Trade Point. My card stopped working a while ago. I made enquiries but no response. The savings and hassle are just not worth it.

We recently bought some doors for our kitchen from b and q. The staff in trade were excellent. The doors came and were unfortunately damaged however the staff again were excellent in arranging refund and reorder. Thank you

I’ve used TradePoint a few times over the recent weeks purchasing paint and decorating equipment. Always managed to link up with an offer so it’s made competitive with other suppliers.
On returning some unused items, despite not having the receipt, the staff member was extremely helpful and found the purchase on my account to enable the refund.
Click and collect has proved useful when local TradePoint stock is low, so it’s reserved and I don’t have to go elsewhere.

Like all trades men we are looking for the best discount on products , your discount ie 5 % / 10 % is based on how much you have previously spent , Tradepoint is good for products, I stopped using Tradepoint because I could get 10% of all materials from wickes regardless of how much you have previously spent , the prices are roughly the same as Tradepoint or even cheaper ie dulux paint 2.5L ,£14.40 wickes Tradepoint £25 swings and round abouts , 95% of my materials are now purchased from wickes and it works for me