B&Q Portsmouth — Attraction in Portsmouth

Very very disappointing! All we wanted was a Christmas tree, thats it but B&Q made this a very difficult process. The story begins last night, we went into the store around four looking for trees. We found one which we nicknamed little tommy just because of the pure size of the tree. At half four when we wanted to get him netted and and check him out there was no body about to help. We went into the store and asked the manager if she could help us out, she delegated to the work to an elderly man who slowly took us out outside and we pointed to the tree and said we would like to get this one netted. He was less the enthused to do so, and for him helping us seemed laborious and not worth his time. We asked him the price of the tree, whether it was £40 or £50 because the blue label on the tree suggested it was £40 but there was a sign next to it saying £50 and he replied wasn't even mean't to be out there because he isn't a seasonal worker so he didn't know and that we would be the ones to carry it across the yard to get it netted. Fed up with his attitude we asked when the seasonal workers would be around to help and he said 7 O'clock the next morning. So today we left at around half ten to get this tree, we turned up found our little Tommy and after figuring out by ourselves that it was indeed £50 we still decided to go ahead with the purchase. We were standing the by the tree for at least 20 minutes and there were 3 employees by the netting station talking away not caring about their potential customers. One eventually came over with an empty trolley, but when i asked if he can help us with this tree he said that we should take it over to the netting area ourselves and they will net it for us. It also turned out that the trolley wasn't for us but for him to move over to the cement behind us. So we moved the tree over to the netting area and waited for 5/10 maybe 15 minutes and the last two employees in the garden part of the centre were just doing nothing on the other side of the yard. We had enough by this point, we put the tree back and left. This is disgraceful customer service, I came away without the tree I was going to pay £50 for and feeling pretty miserable. B&Q sort this out, this has forever tainted my perception of the garden part of...

After a harrowing and quite threatening experience at the Havant B&Q store on Feb 24th, a store which I will NEVER visit again nor will my sons who are builders; I visited the Fratton B&Q store. HAVANT staff have zero customer focus, to the point that I can factually state their staff are rude and aggressive, one employee also displayed this attitude towards her own manager!

However, this traumatic experience was completely turned around by two employees at the Fratton Store, staff at Fratton are the opposite end of the spectrum to Havant.

Darren (who works on timber) and Sarah (who works on Trade Point) were absolutely fantastic! Their attention to customer requirements, calm approach, knowledge and cooperation was excellent, and I mean excellent !! Because of their support, building work can continue at my home without disruption. I rang a spoke to the manager at Fratton today as I wanted to raise a plaudit for Darren ad Sarah, and it was evident from speaking to 'Paul' that customer focus and training was a high priority to the store which was proven. I must also include that when I entered the store, all the staff were smiling and approachable.

Well done Fratton, I will certainly recommend to everyone to visit this store.

Shame on...

WARNING TO ALL!!...Be careful when ordering online. Having ordered 2 items (tool boxes) via click and collect, the following morning I received a phone call telling me the items weren't available, however they were there 6 sets of them on the shelf the evening before..., so pretty unlikely to be sold in 2 hours before closing.

I then received a text a few minutes after the phone call telling me that the said items had been delivered?? 30 seconds later another saying they had now been returned...

On phoning the store someone then confirmed they did have them and put them aside for me (Thank you Steve B&Q Portsmouth). I picked the items up later and paid for them in store being assured by the manager I had been refunded and this was the normal procedure for online returns? Not the case I'm afraid, I am still waiting for the money to be refunded!

Sort your act out B&Q, not exactly good customer service. You have one more very dissatisfied customer to add to the list that won't be using your stores again. I think large organisations like B&Q think they are untouchable...

Not even a suggestion of compensation for cost in time, fuel and the inconvenience, even when telling them I was going to post a not too good review. Not happy and...