TradePoint Avis 

Not trade or business friendly.

I'm not sure how a company can advertise as for the trade and fail to give a vat invoice or receipt as default.

Literally all you get is a confirmation with "this is not a vat receipt". You then need to call them up and request it after every order.

I'll not be using again until they start providing this or allow you to download it from your account.

Placed an order on the Monday for something we needed at the weekend - confirmation all came through fine via online purchase, then receive cancellation email the day before delivery. Tried to call Customer Services however no answer for 15 minutes and then it cut off.

I genuinely don’t know where to start with this complaint. The customer service from TradePoint has been, by a distance, the worst I have ever received in my life. It is so appalling, it’s hard to succinctly explain… and they know exactly what they are doing.

We ordered a £912 garden furniture set with an arrival date in 8 weeks time. When it arrived, half of it (including instructions) was missing.

After several phone calls, the team finally settled on the response that the other half was out of stock and there was no ETA on new stock. Clearly that wasn’t acceptable, and another few phone calls later we managed to get a delivery date and £100 compensation agreed.

This was in May 2026 - 8 weeks after the order. First, I was told it would be paid the following day. It never arrived. I called back several times over the next week and was told it needed managerial approval. I called several times again and was then told it had been raised incorrectly.

By the end of June, I was offered an additional £20 compensation to make up for the delays, endless phone calls and lack of payment. I asked for £75, this was refused so I berudgingly accepted £120 in total.

Guess what happened next? Phone call after phone call - up to 40 by this point and still nothing had been received. Every time I called I had to explain it from scratch. The variety of excuses and reasons given for no payment was broad and ridiculous - from “it has been raised incorrectly” to “we can’t see that you’re due anything, can you tell us the date you were first promised compensation”.

Then in July I was told it was now awaiting compliance sign-off - despite having already been told over 10 times it had been signed off and agreed. I called again several times over the next few weeks after being told this needed up to 21 days.

I was then told it would be paid tomorrow - again. Of course it wasn’t. I then called several times again and was told they were looking into how it hadn’t been paid.

During these calls throughout July I had several agents on calls hang up on me after telling me they needed to put me on hold for a short while. One also left me on hold for over an hour before hanging up.

So in subsequent calls I asked them not to put me on hold. They said they wouldn’t, but actually they just put me on hold without the hold music and stopped responding.

On every phone call I reiterated the same message - that I just wanted to be paid my compensation.

Eventually, later in July, I sat on the phone for 2 hours waiting for the claim to be re-raised from scratch. The agent went through it all and said I’d get called back within 30 mins to confirm it’s done. Surprise surprise, no callback.

It wasn’t done. I called back 2 days later - it hadn’t been raised at all. I called back again - mysteriously now it was raised and needed 3-5 working days until I received the email. I called back again after 5 working days and was told it was coming tonight. It just so happened that today was the final day of a 15% offer.

It didn’t come. I called back again. Lisa, the operative said there was no record of me being due compensation. I asked to be put through to a manager - I was left on hold without being put through.

So in August - now four months later - I called again. The agent said they’d raise it from scratch and I’d receive it in 1-3 days. I still haven’t received it.

Organisations like this shouldn’t exist. It’s deeply unethical and utterly infuriating. I’ve spent months chasing something I still haven’t received.

Pablo who is the trade team manager was really excellent. I have difficulty assembling items . He took time and showed me tremendous care reassurance. I would like to express my sincere appreciation to him. He is a credit to your organisation . Thanks again Pablo.

Trade uk login now requires you to change your password regularly, then you cannot use certain characters but must use others.
What a joke, i might as well write everything down otherwise i have no chance of remembering one password from the next.
Took me 1/2 hour of my business tine to go through the process of being locked out and changing my password.
I don’t have any of this issue with PayPal and other finances.
Do you actually pay people in your IT department to come up with this rubbish.

Absolutely useless . Bought a click and collect item which was missing seat pads . Had already built the set before I realised . Online support might as well all be made redundant as they are clueless and offer zero help. One agent said they could not get in touch with the store lol

This review relates to the instore TradePoint staff at the Dunfermline branch of B&Q. I have already reviewed the shocking telephone customer service of B&Q / TradePoint but after wasting hours on the phone trying to resolve a problem with the South African based c/s team I took my problem to the actual store. After explaining the problem to the Duty manager, Peter, he fixed it in 5 minutes even though I had placed the order on line. What a huge contrast in service. To the senior management in B&Q/ Trade Point shut down your useless call centre and employ more staff in store allowing your customers to resolve their problems face to face. Thanks Peter for your help and resolving my issue.

I Visited your Parkhead Glasgow store today to purchase some sand and cement. Your colleague named Gary was on duty sorting out the damaged bags I asked him for three of them and he not only bagged them with a smile he loaded them on to my trolley, a really helpful guy who deserves praise for his cheery attitude and go above and beyond nature. Thank you Gary.

This is an utter sham. Don't not place any orders with this business. I placed an order for 4 x pots (qualified for free delivery. 2 days later, I rec'd a refund for 2 x pots as out of stock, but then was charged £5 for delivery. I complained, but no response. Delivery was due on 10th June, didn't arrive, I found out the van broke down when I called the next day. Redelivery for 14th June - didn't arrive. I'm now struggling to speak to anyone who can help with a refund. Customer services say the store needs to deal with it, I ordered online, not with a store. Utter disgrace.

Absolutely horrendous online experience. The agent I spoke with was rude and dismissive until I made them look up the item themselves and they realised I was right. The app doesn't have the same items as online, the security check for banking doesn't work. Just an absolute shambles. If the customer service had been better, it probably could have scored better. Zero help with ordering, zero help with making a payment, was told to "try again later".

If I could give 0 stars I would. Worse company. Never order from them. Failed to deliver an item to me twice, both times of which I waited in for. Completely unacceptable, and no apology when I called them.

I would give zero if I could
Told to order on line to get a vat invoice,
now told I have to call with each order to get a vat invoice despite ordering on Tradepoint
Ahhh, but I can't get it with this phone call, because despite paying, they haven't delivered the product.
Totally hopeless for anyone who is VAT registered.

Lorna today at the Reading branch was so helpful with our enquiry and setting up our account!
Excellence customer service.

I’ve made 13 calls and had various levels of interaction from poor to dreadful. Staff do t listen, have no idea of the business as a whole. Refuse to take responsibility for anything and it is blatantly clear they don’t actually care.

Tried to speak to customer services and believe it was based somewhere in Africa based on the accent of who I was speaking to. Absolutely shocking customer service and kept on repeating wrong information and then pretended she couldn’t hear me. Then when I tried to order something else she said just go on the website. Awful

Running by very unprofessional and rude advisers. Failed me Everytime. These are useless time wasting service. The support line is unable to update delivery related information. I decided not to use this company ever again.

Shocking customer service. Number given on website for Tradepoint account enquiries- but told to go in store to sort out! Why have a Tradepoint Customer service number?

I needed to match an external paint. Andrew in the Carerphilly store, on the paint counter was a great help and made the paint. Another painting masterpiece.

Visited Louth B&Q, 14.44 pm, to find items required were out of stock. Male assistant serving advised when delivery was due. Mentioned visiting another part of the country and was informed what stock was available at the nearest store. Much appreciated customer service.

The call centre is noisy and the call handlers abrubt and unhelpful. I will be taking my trade elsewhere.