B&Q Cardiff Gate

Plenty of kit and well organized into a digestible set. However, I had to come back as items within the kit I had bought had been removed, so there is a fair bit of thievery going on. But pretty much guarantee to get what you want.

Traveled over and hour to collect a piece of MDF only to find out that the stores saw was out of order.

The store itself is massive and offers a lot of multiple brands, however it took me forever to find the correct brands that would be compatible for the 3 for 2 paint offer.

OK, friendly staff very good if you cantfind what you are looking for, however they don't stock everything I wanted a pick axe handle but was told I'd have to buy a whole pick axe , two miles up the road in What St Mellons I found just the handle which saved an awful lot of money. suggest you shop around even though b and q are a mega store they often don't have the cheapest and most resourceful ways of shopping

date 28.dec.2022
I bought high pressure water from B&Q at Cardiff Gate it suppose clean stones and patios after I opened it and tried it wasn't powerful enough and didn't clean my patios the I put it back in the boxe and went back to B&Q and explained it to them and I said I want to swap it to another one more powerful but the manager said we will not swap it because you opened it ?!

Fireplace project!
Sally is a superstar! So helpful. We were in store for around 2 hours asking Sally all sorts. She is very knowledgable and nothing was too much to ask. Thanks Sally for making our shopping experience a happy one 😊 merry Christmas from nick and bex 🎄🎅🎁

I am a qualified, carpenter kitchen, installer, and bathroom installer. Every job that I’ve been on for the last two years has been wrong in planning by this company. They also messaged me about with money they do not help the customer. Watch the weather once you have signed on that dotted line. They do not want to help you they take your money and run. I am an experience installer and I would highly say to you do not go ahead with the installers that this company uses because they are inexperienced, shabby and unprofessional they’ve treated me on my company like a piece of dirt I do not fit for these anymore. They are shocking but if you do need a bathroom or kitchen fitted, please don’t hesitate to contact my company. We have 100% good feedback of all the customers we’ve worked for your truly Mike

A click and collect order which was ready less than an hour after I ordered. It's a huge store with many aisles so saved me having to walk around hunting for the things I needed. Would highly recommend.

**POOR SERVICE; INCOMPETENT STAFF, Gareth Hale(Duty Manager)**

I went into store on the 3rd February and placed an order for a delivery to take place on the 6th February, with this in mind I organised for my carpenter to attend my property on the 7th Feb. On the 7th February there was still no sign of the delivery and when I chased up the order, the agents advised that the order had been cancelled. The customer service agents were unable to assist any further as it was an in-store purchase and I had to go to store for further answers.

I called the branch and eventually managed to speak to the duty manager who was Gareth who did confirm that the order had been cancelled due to insufficient stock; Gareth then advised that the Bristol branch had the items in stock and were able to deliver them; I agreed and offered to pay for the items over the phone which was something he wasn't able to facilitate, alternatively Gareth advised that I could ring a alternative number to complete the transaction. Due to the number of inconsistencies in the service from B&Q I was reluctant in involving another clueless representative and advised I will be going into store to complete the transaction.

I arrived to the store during my lunch break and advised an agent I was here to see Gareth, not only was I made to wait but Gareth was talking to his colleague; another colleague said I could be waiting a while. With having already wasted enough of my time and I was already in my lunch break I interrupted his conversation. Gareth advised that his colleague would be able to assist.

I placed the order yet again with his colleague, there was no attempt to compensate for my wasted time; my carpenters time or the inconvenience caused. I advised that I wasn't happy with the service, the agent guided me to contact the customer service line, as I was leaving the store I contacted the customer service line who then advised that with it being an in-store issue; only the branch could resolve the problem. With this being said, I went back to find the agent had gone and Gareth was there.

Gareth was adamant that an email had been sent to confirm the order had been cancelled; I advised that I didn't receive an email and upon checking it wasn't an address I provided. Yet Gareth was adamant that it was my email address, I clarified this matter by providing proof of my Trade account including a business card which evidenced my actual email address as opposed to the details he had on record; to which Gareth replied "do you think we made up this email address then?" which is most likely because it has no relation to me.

Gareth advised there were 2 methods of escalating matters, firstly by contacting the customer service line who will then feedback the complaint to the branch or by contacting the branch directly. I advised that since I was in branch that it would make sense to settle the issue in store, yet he guided me contact the customer service line. I then rang the customer service line whilst with Gareth to resolve the issue as all the B&Q agents proved to be incompetent and were unable to take ownership of a complaint seeing as they tried passing me from store to the customer service line and vice versa.

Once I got through to the customer service line, Gareth stumbled and back tracked his comments advising that he didn't advise to contact the customer service line. I advised that I wasn't happy with the service due to being heavily inconvenienced and asked how do I escalate matters, again Gareth looked blank and after few moments advised that there was no other method of escalation.