I placed the above order on Thursday 25th March at 16:54 as I only needed 2 pieces of wood, which would be ready for 18:00 with the 1 hour click & collect service you offer. I informed my wife that I was popping to B&Q. She then told me she needed some other items, We agreed that we would go into store collect her items while I was waiting for my order. My wife went on to spend £170.44 in your store on garden materials and we placed these in the car at 17:55 therefore confident I could join the queue for the click & collect knowing it would be past 18:00 once I got to the front of the queue. It was indeed 18:05 when I spoke to Abigail at the click & collect counter where she explained that my order wasn't ready. I happily offered to move aside to allow Abigail to continue with other customers. It wasn't until a few moments later and listening to a conversation Abigail had with her colleagues that I realised my order hadn't even been started, and I would need to wait for it to be picked. This was frustrating because in hindsight I could have collected the items myself while shopping with my wife. However your promise of 1 hour click & collect had failed and I wasn't to know. What else was frustrating was the number of B&Q staff around the counter yet Abigail was the only one seemingly doing any work and some where actually packing up to go home. Abigail put out a tannoy request for a C&C picker to come to the desk, again some minutes past and still no picker. Then a lady (I don't know her name) said reluctantly "I'll go and get it" (meaning my order.) in this time my wife and I saw customers come and go from the C&C desk, who also brought other items that wasn't on their original order and was allowed to pay for them at the C&C counter. after around 10 minutes my wife had started to wander around and actually found some nails that she needed for the artificial grass we had purchased. Therefore stayed at the C&C counter believing we would be allowed to pay for these nails in the same manner as other customers. Eventually our items arrived at the C&C desk at 18:20 and the lady who collected the items proceeded to check my ID. I asked if we could pay for this extra item, to which she point blank refused. stating we would need to go through the checkout. I pointed out that other customers had been allowed to pay for extra products, She stated they shouldn't have done. and was quite rude in her response. so my wife had to go back through the checkout. It is not my fault there wasn't another member of staff available to deal with my order, it should have already been dealt with. She seemed very annoyed that she had to collect my items, again not my fault. Overall. the Click and Collect service was not an hour. therefore false advertising. I didn't receive the same level of service that other customers received and then one member of your staff was rude. I am absolutely annoyed with your company after spending almost £200 in store/online in one day and I get spoken to the way I did. Thanks for poor service and even worse customer service, I will take my hard earned cash to other DIY stores in the future. Please, please, please ensure all customers receive the right level of service going forward, and identify the lady who spoke to me in the manner she did. I received an email back from B&Q, Stating my complaint had been past on to the Milton Keynes store and would be contacted within 48 hours. I had to send another email 10 days later as follows I have still not received an email from the Milton Keynes store and is now 10 days since your email. Therefore, I can assume the Milton Keynes store believe the treatment I experienced on my visit is acceptable, moreover they have no need to contact me nor offer an apology. This is even more disappointing than the original complaint.