Lords Builders Merchants Reviews 

Great service by the Lords Lintels team. Top notch service from Alfie Herd, really good customer service from enquiry to delivery. Highly recommend.

Keep up the good work.

We ordered 10mm screened loam soil for our new grass project.
Told would be a week and we'd get a message for payment!! Odd in itself, when we got the message my husband called to double check we were getting 10mm screened loam soil - yes we were told!
It arrived, docket said 10mm top soil so assumed we had what we asked for.
It was laid in the garden and left for a bit to settle, was unconvinced it was 10mm as quite sticky and stones, but it was laid.
As I was prepping the soil could see bits of plastic and glass... Glass !!! I've got pets!
Contacted Lords and Manager advised someone would be in touch? Assistant manager replied they'd sent 10mm Eco Recycled soil ... Lords did refund the money for the product and the delivery cost. I ordered premium 10mm screened loam and received 10mm economy recycled soil instead.
Worse still, they have completely ignored our complaint regarding the fact that I have been left with 850kg of this incorrect, inferior recycled soil. A refund does not fix the fact we are left with recycled waste, we now have glass, heavy building debris, and large stones mixed throughout our grass area leaving a massive, heavy burden to clear up myself with zero communication or assistance. Disgraceful way to treat a customer especially by the Management at Bicester Branch —getting a refund shouldn't mean being left to sort out the fact that my newly laid soil has glass and plastic in it.

If i could give zero i would one of the worse companies i have ever dealt with placed my order on the 15th June and still haven't even heard anything to come and pick it up at the putney branch

I am disappointed by the company's recent restructuring decisions, particularly the reduction in staffing levels to the point where there is no one available to answer calls or process orders efficiently.
What makes this even more frustrating is that I recently moved a significant amount of business to Lords/Condell from one of your main competitors because I valued the service, accessibility, and support that your team provided. The ability to speak to knowledgeable staff and receive prompt assistance was a key factor in that decision.
While I understand that businesses sometimes need to make difficult decisions to reduce costs, removing key customer-facing roles appears to be extremely short-sighted. Customers rely on being able to speak to someone when placing orders, resolving issues, or seeking advice. The current situation creates unnecessary barriers to doing business and risks damaging long-established customer relationships.
In my view, any short-term savings achieved through these layoffs are likely to be outweighed by the long-term loss of trade, customer confidence, and reputation.
As a customer who has recently chosen to move business away from a competitor and place it with Lords/Condell, I can honestly say that the changes have made me question whether that was the right decision.
I hope management reconsiders this approach and recognises the value that experienced staff bring to both customer service and revenue generation before further business is lost.

I tried to open a trade account with them but I never seen such a useless company.More then 6h and still couldn’t finish the process.

Very kind and helpful staff, who were able to sort me out efficiently when I needed to change some paving slabs (no problem with the slabs). Lewis, especially, provided an exemplary service. Would thoroughly recommend.

0 star if possible!
What a rubbish service with Lords Building supplies. Ordered on 21st April to be delivered on 27th, then the whole dung started, until the 30th.
Ordered 10 jumbo bags and came 9 only. Lots of excuses for 1 bag to be delivered and it has been 4 days already. Everyday it will come. Hopefully by 30th February. Will never use them again! Probably going to go bust soon that way!! Only Paulo, lorry driver, was good in these saga. What a palaver with this company. Shop with more reliable suppliers

Friendly, helpful and efficient service. Got exactly what I needed at a very reasonable price and the goods were loaded into my car boot for me in next to no time.

Never used your services...
... but some of your delivery drivers think they are go-lorry-cart racers!

I was very pleased with the price and equally impressed with the delivery. I was told a day and the item was delivered on that day. I was rang before the item was dropped off so I’m extremely happy with all aspects

Needed some ballast urgently as running out as I was putting some footings in. Another supplier had promised me a delivery but let me down at last minute. Lords came to the rescue and I must say a very polite, responsive service with quick delivery.

Just had the most kind and thoughtful delivery man called Peter, deliver my velux windows, through my garage through the filth and mud in this weather into my kitchen and all with a smile, what a delight!

John who delivers out of the Mitcham brach was amazing at his job very knowledgable and so helpful. A credit to the company
Delivery was at Kirkley Road Wimbledon

In Stock on website has no meaning, turned up at the designated branch to be told the item was not in stock despite the website saying they had stock. Waste of an hour. Would only take 10 minutes for a developer to hide the misleading stock indicator.

Do not order products online as they do not have them in stock and you will be disappointed if you go to collect your order as it will not be there, buyer beware

Had an account there for 18 years.Today I was told my account has been closed due to lack of use.I will use WEL Building supplies instead now.They are close by.

Our experience with Lord Building Merchants has been very disappointing. Since they took over from Condel, the level of service has declined drastically.

We have tried several times to work with them, but every interaction is marked by a lack of care and follow-through. Most recently, we requested a quotation for 10 lintels. We were assured it would be sent by email, but nothing arrived. Even after repeated reminders, there was no response.

This has not been an isolated incident—it reflects a pattern of poor communication and disregard for customers. It is hard to understand how a business can operate with such little professionalism or accountability.

Based on our experience, Lord Building Merchants cannot be relied upon to deliver even the most basic level of service.

I'm sure it was Lord's I used for paving slabs for a pathway.
After a disaster with b&q who I'd never ever use again absolute cowboys big cooperation b.s I found Lord's and I had a very good experience with them.
They were in constant contact with me about delivery and even when they couldn't deliver the day scheduled they phoned and re arranged. I'm 57 a can't manage heavier items so I explained that and the delivery driver came and stacked them against the wall for me.
Just a really good experience.
I'd use them again.

Fantastic service and always good drivers. Today in SW19 was fantastic. Very accommodating and patient.

Feels like a family business type service.

We are a screeding company that cover the South East of England. We've been using Lords BM for the best part of 6 months and have possibly placed an order during this time with most of their branches. They are our go-to supplier because we have the least issues with deliveries. They get the work done and the service we receive is great. Highly recommend.