B&Q New Malden - New Malden

claire P.

I just want to shout out Katrina at the New Malden B&Q — she went above and beyond helping us find sugar soap, a sponge, and all the essential bits for painting. She didn’t just glance at the shelves — she dug around, checked online, even used her phone to confirm stock. Honest to say, she’s a real asset to B&Q. You don’t see dedication like that every day.

Dario F.

Certainly one of the largest B&Q stores I've ever visited. You can find everything for the home, with a range of prices and quality. Obviously, a standardized quality, but with a good price-quality ratio. The staff was knowledgeable with me, and it's definitely a store worth visiting—you'll hardly leave empty-handed. The outdoor gardening section is well-stocked. The parking has some issues that need to be resolved.

Gabriela G.

Terrible service from B&Q! I’ve had two major issues with my delivery. First, my items were at the New Malden warehouse ready for the driver to pick up, later on the drive called me to say that he won’t be able to deliver to my address. I called the store over 10 times and no one answered, and customer service couldn’t help much either.

A second delivery date was scheduled, and I even took another day off work, but again no delivery, no call, no email—nothing! I had to chase customer service twice to find out what was happening. Meanwhile, I paid a handyman twice because I was told the delivery would arrive.

To make things worse, my order shows as “completed” in the B&Q app even though I never received it. Completely misleading! One of the worst shopping experiences I’ve ever had. Very disappointed!

Miriam L.

I would like to give special thanks to Raine Shern, Showrooms Sales Advisor at B&Q New Malden, for her amazing help designing our kitchen — it turned out absolutely beautiful! Raine was so lovely, patient, and professional throughout the whole process. You can really tell she cares about her work and her customers. Definitely one of the best at B&Q — kind, respectful, and always willing to help.

Unfortunately, we had an issue with one of the kitchen units — the box came with a duplicated side panel and the other one missing. When we went to the store, the manager Tas was quite rude and unhelpful. Instead of trying to solve the problem, she made it seem like it was our fault, which was really disappointing. In the end, I had to come up with a solution myself, which she reluctantly accepted.

Good manners and attitude make all the difference, especially from someone in a managerial position. Thankfully, Raine’s kindness and professionalism made up for that bad experience. She truly deserves recognition for the great job she does!

robert T.

⭐️⭐️⭐️⭐️⭐️
Outstanding service from Marteen at B&Q New Malden!

I had an online order that never showed up, and after several failed attempts to get it sorted, I went into the New Malden store for help. That’s when I met Marteen, the paint lady — and honestly, she was incredible.

Even though it wasn’t her job to deal with online delivery issues, she went above and beyond to help me. She took the time to track down what had happened, made a few calls, and personally ensured my order was sorted out. Her professionalism, kindness, and genuine care really stood out — she turned a frustrating situation into a positive one.

Marteen is an absolute asset to the company and the retail team. People like her are the reason customers stay loyal to a brand. Huge thanks to her for going that extra mile! 👏

Dana

I've never had a good experience with this store. I placed an order and it wasn't even shipped out on the day it was due for delivery. When I call no-one ever picks up, and the one time they did they hung up immediately. Never come across such a useless store!

Aroma

Worst customer service I’ve ever experienced. I placed 4 separate orders, and every single time I confirmed stock on the phone beforehand. Yet on the day of delivery, I was told out of stock. What a complete waste of time.

The last order, I even went in person to B&Q New Malden. The staff at the till confirmed they had 15 in stock, so I placed an order for 3 limestone bulk bags. On delivery day, the driver called again to say not in stock.

No explanation, no accountability, just the same poor service again and again. Absolutely shocking for such a large company. Shame on B&Q New Malden.

Oleksandra F.

Terrible Store!
Worst and most DISGUSTING toilets I have ever seen, the smell hits you before you even reach the area, absolutely unbearable. The CAR PARK has no clear exit signs, creating long queues and total confusion. Sales are misleading too - big “promotions” showing items reduced from £60 to £59. Very disappointing overall