Wickes reviews

Wickes reviews

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Wickes, No customer service

Not a big kitchen to install but 8 weeks later it's still not finished. Nobody from Wickes inspects the installation, we're passed from one person to another with our concerns, so much stuff left over in our garage that we've paid for but not used, some of the "expert kitchen designers" design hasn't worked and we've had to accept a compromised installation, didn't get the dishwasher we wanted. Wickes have no control over their worktop specialist Sheridans, who don't really care because as they keep telling us, they are the countries biggest worktop installer.
Go elsewhere for your kitchen installation.
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Dubious

Saw a bathroom display. Fell in love with it and it was marked up as being on sale. Because of my experience with dubious sales advertising I wanted clarification, the assistant was unhelpful. I rang the head office the next day who told me the suite on display was not the one I would get as certain items were out of stock. I was given a different number to ring after this. They told me it was in stock but that the display was not the one I would get, although the sale sign mislead you into thinking this was the case. Apparently it was just near it! Given the store manager number who was downright rude. Gave up after this feeling that it was a very shady, old fashioned and incompetent way to do business.
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A waste of time

Had to cancel two orders after Wickes told me it would take over a week to deliver, despite the website saying "next day delivery". I am fed up with them wasting my time and failing to honour their commitments. Just because my local branch cannot delivery on time, surely a nationwide company like Wickes should be able to use their network of branches to deliver goods and keep customers satisfied? I will never shop there again.
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Absolutely appalled

I've never placed an order online to be appalled at the level of service I've received at each stage. Wickes clearly do not strive for customer satisfaction.
"In stock" on the website should mean that the item is, in fact, in stock; and a delivery time of 8-12 should mean the delivery will be between 8 and 12. Shouldn't it or have I missed the point?!
Arrogant customer service team on the phone and on email. AVOID. Go to a smaller retailer who will value your custom.
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Never again

Bathroom fitted 2 years ago. And 2 years later we have:

Thermostat-blown shower
Spitting cistern despite replacing ballcock due to squint inflow installed
No enamel tap blobs saying HOT
No radiator blobs covering screw holes
An irreplaceable soap dish, need new set
Sinking bath
Dripping hot tap needing washer
Steam extractor above bath blows cold air? Wrong way round?

= Never Again.
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Farcically substandard service

1. Ordered on 27 December, we were led to believe installation would be 5-6 weeks when it was actually 8 (there was no indication given when we placed the order that our holiday could potentially affect the installation date).

2. We recalled the plumber to move the boiler to the height specified and yet it was still too low. I had to argue to get the units moved but it means that the units are not flush at the top and bottom as intended.

3. I had a call from customer service 1 week before the delivery date advising that they couldn't deliver the zanussi washer dryer with the order on 27 Feb as planned, but would deliver it on 7 March !!! I have no idea why they thought this was acceptable and argued the point, following which I was offered the above Electrolux upgrade, which I accepted. Query: why wasn't the upgrade offered in the first place when Wickes were in breach of contract?

4. The following day I had another call to say they couldn't deliver the oven we'd ordered on the due date but would deliver it on some other totally inconvenient and useless date after the installaters had finished. Following another argument I was offered an upgrade, which I accepted. Query again: why wasn't the upgrade offered in the first place when Wickes were in breach of contract?

5. I had another call on the afternoon of 26 Feb, the day before the delivery date, to advise that they could no longer deliver the upgrade oven offered, as it was now out of stock, but could deliver the original at some later date, which was now miraculously in stock. I was quite simply staggered by this astoundingly poor level of service. They could offer no explanation as to why the upgrade was suddenly out of stock when I was assured it was confirmed a few days earlier. How can this be and why was it considered acceptable? I had the distinct impression that this is frequently done as a matter of course and it seems to be a policy of Wickes to fob people off with whatever they can get away with.

6. 5 April I discovered they hadn't delivered the upgrade Electrolux washer/dryer, that had been offered and accepted but had installed a completely different Electrolux model EWG 127410 W washing machine only. Initially I thought I must be mistaken, but regrettably not.

I am beyond frustrated with the farcically poor service
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Incredibly poor customer service

I bought 850kg of sharp sand on-line, with next day delivery.
I was left completely in the dark, nobody called to say when I would receive it.
I had to go into the store (Guildford) several times to ask when I will receive it.
Calling is a waste of time and money - no one ever answers.
8 days later it arrived, after false promises and days of my time wasted.

The driver was sympathetic but the store staff were not fussed or apologetic in the least.

Lesson learned:
Only buy in person, whatever you can carry yourself.
Bulk deliveries should be left to a more trust worthy company.
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Disgusted with Wickes and their installer

So we chose a lovely sink, loo, heated towel rail and shower enclosure. The designer came round and created a lovely picture of what our en suite would look like, blooming gorgeous! We had the plumber come to survey the job, “no problems” was his comment. We ordered and paid for it all on 25th January, handing over not far short of £5000. We were told that it would take 3 days to install, work started on 17th March, taking 10 days to, so call, complete the job. . Here we are on 4th April, the whole job has been bodged and we have no shower cubicle. We have been told on 5 separate occasions the cubicle would be here on a certain date , only to be told on the day of delivery that the item is not in stock. Wickes claim that they have no control over the suppliers and still cannot guarantee a date for delivery. We had a visit from the regional manager for the installers, he agreed that the workmanship was substandard and was coming today with the plumber to point out what needed doing, no contact has been made with us, he is on holiday next week. So here we are three weeks on unable to use the en suite or have a shower, it looks like a building site instead of the gorgeous photo that was created for us. It goes without saying that we will never use Wickes again. Their customer service department are useless, paying us only lip service when we contact them. We are in a quandary as what direction to go in next?
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Makita Drill

I couldn't fault the service. I ordered a drill on line yesterday at midday and received it the next day delivered by DPD. The price was good too.
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crap

order no/ 03417023 STILL WAITING FOR A REFUND WHAT A BUNCH OF LIARS STILL WAITING TO BE COTACTED THERE A BUNCH OF THEIVES DO NOT PART WITH YOUR MONEY DO NOT USE WICKES
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Still waiting for delivery don't waste your time

Order placed online before 1pm 21st March for delivery 23rd
phoned customer service 26th to find out where the delivery had got to..
Response oh it was delivered on 24th (not to me it wasn’t ) Let me take your number and we will call you back when we find out what’s happening (No call back) Phone again oh let me ring the store delivery manager will ring you in the next ten minuets (Again no phone call ) I phoned for the third time and the man said he could not contact the delivery manager so sent him an email to contact me asap

Here was when I said I was going to make a complaint he replied with yeah ok and hung up service disgusting.

At approximately 6pm the manager from the store phoned to say he did not have them in stock but would be getting them in Thursday 27th so I am to expect a delivery Friday 28th possibly morning (he did say i would receive an automated call on Thursday which I did not receive)I phoned the store delivering it 28th the lady didn't know couldn't find someone who did so took number to call back still waiting for delivery....
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Not worth the hassle. Has made my wife ill with the stress?

Purchase a Wickes kitchen on the 5th Jan 14 for a Feb 15th delivery. Old kitchen was dismantled on 14th for a 17th of Feb fit. It is now 9th March and still without a kitchen and have been feeding my family on a microwave and washing our pots in the bath, solution, here's some laminate flooring. Absolutely abysmal service from design stage through to customer service who openly lie to you over the telephone and pass on blame to anyone they can p or down the supply chain. The worst part for me was the store manager promising my wife a bunch of flowers as a gesture...they couldn't even get that right.....we're still waiting. I could go on and tell more horror stories, not unique to me, but his 3 months of hell has really taken it toll. Save yourself time, money, hassle and grief and go and shop with Howdens instead. Please.
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Wall paper steamer.http://www.wickes.co.uk/invt/610001

http://www.wickes.co.uk/invt/610001
This wickes product broke down after being used twice and carried a two year waranty, unfortunately I mislaid the guarantee but it was well within the 2 years.I took it back to the shop but they were not interested as I did not have the guarantee.Beware this item is not the worth the money, don't buy it .Wickes will not allow me to submit a review of the steamer, it's been rejected three times so obviously they only print good reviews which is very misleading.
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Wickes Chatham STEVE

Hi Wickes. I am very happy to spend my money with you cos i am very happy with yoUr products but there is a guy in the Chatham store.His name is Steve. Very very unfriendly and unprofessional, unhelpful guy. Never sais hello or good bye . He really should not work with the customers, i think a cold dark warehouse is the best place to him. Please make sure ask him to be more polight with the customers who pays his salary or it that not possible please remove him behind the till. THANK You
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Excellent Service by Wickes of Redditch

I have just had my new kitchen installed by Wickes. From the initial visit to the store to the end result I can't praise Wickes of Redditch highly enough. Carl, the consultant that came to the house to help design the kitchen was professional and extremely knowledgeable. My kitchen was delivered within the time set on the date of delivery. The installers provided by Wickes were the best workman we have ever had the pleasure to meet. The kitchen and all the accessories were installed within the time given and was finished to an extremely high standard. Their professionalism was faultless. I would highly recommend Ian and his team Steve and Jason to anyone that wants a kitchen installed by first class installers and by a company that in my opinion puts its customer first. They kept us informed at all stages from start to finish and even followed up with a courtesy call to make sure we were satisfied with the end result. Well Done Wickes, I wouldn't hesitate to come back again for our next project.
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I CAN BEAT ALL OF THESE WICKES HORROR STORIES

Delivery was due today between 07:00 & 12:00 at 11:50 I hear the shutter of a large wagon I then go to my kitchen window after sitting in my living room next to the front door and see this large lorry driving off. No knock of the door no card left straight away I phone the customer service team to be told they will try to contact the driver, and I was told that they would not of left without leaving a card and taking a picture of the front door.
After me phoning up an hour later to be told that they are still trying to get hold of this driver and will call me in 30 minutes which customer service did. It turns out the driver took a picture of a house with his finger over the lens but he doesn't have to come back and they will re deliver tomorrow. So I said do these drivers unload the stock that has not been delivered themselves at the end of there shift and was told no it is done for them. So I said let me get this straight some lazy driver has seen an order with 10 items on it and decided to drive off, because at the end of his shift he still does not have to unload it, I then asked for a different driver tomorrow as if this guy does not want to deliver at 11.50 this morning then he is going to be just as lazy and lie again tomorrow. Surprise surprise for some reason it will be the same guy. So I said if or should I say when this happens again tomorrow how long for my refund 5-10 days.
Now was I not right is this not horror with a capital H and the customer service team is more like a messaging service then any real customer service. There is not even any come back for this lazy lying you know what. I was a driver back in the day you or your mate answers the phone straight away and if you are in the area even if that person was out you go back. Now you can sit in your lorry take a picture of your finger covering a door and drive off, that's a great idea I'm glad Wickes have Managers you can see how useful they are.
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Completely Useless - waisted my time.

I wish I had read the reviews here first!!
I ordered a bath online on 17 Jan, the web site clearly stated delivery up to 28 working days. I thought this was a long time, but it was OK as I had other things to do in the meantime. However, when I was sent a link to arrange the delivery the earliest delivery date offered was 28th of March, way outside the 28 days. I rang the customer services and was told that there were 5 in stock and a better delivery date of 21 February was offered. So, all was good.
I received a text message on 20th and again this morning, telling me my delivery would be between 8am and 12. Great.
However, at 13:37 today, the day before delivery is due, after waiting for 5 weeks for my bath, I receive a telephone call to advise me the bath is out of stock and will not be available until April!!!!
I was offered another bath that would have been too big. I cancelled my order and then had to ring another number to arrange a refund, which hopefully will process smoothly. But I still have no bath.
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"It's got our name on it ".Wickes slogan. Should read "Absolute waste of time".

I ordered a bathroom vanity unit on 15th January 2014. Delivery was promised for the 8th. February 2014. I had two texts to my mobile informing of the time of delivery. The day before delivery I was told by "customer services" that the worktop was not in stock and that it would be delivered on the 20th February. The vanity unit was delivered but one of the panels was damaged, fortunately when it was assembled the damage was hidden.On the 19th. February after receiving two further texts confirming delivery I received yet another phone call informing me that the worktop was still not in stock. Delivery would now be 6th. March 2014 if the worktop came from Wickes' supplier on the 5th. March 2014.I cannot believe that they still cannot guarantee delivery on this date. I wish I had never dealt with them.I have now got a part finished vanity unit and do not know when I will be able to complete it due to Wickes' lack of commitment to provide goods that I have paid for. Beware!!
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TOTALLY INCOMPETENT - DO NOT USE

This is the worst service I have ever had in my life.
I ordered a set of three storey ladders which we desperately needed for storm damage as all roofers were busy from the Wicks order line on Thursday 13th February 2014 for next day delivery. Friday came and no delivery, I phone and they said the ladder was late coming into depot and would be delivered on the Monday, again I waited no delivery so I phone and the assistant said it would be coming in on Tuesday for the same reason late coming into depot (they obviously make this up as they go along)
I have waited NO LADDERS I phone again to an abrupt assistant who did not have the time of day for anyone. I was given the same excuse again I HAVE CANCELLED THE ORDER do not use them.
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Do NOT Purchase from Wickes Online

If you are reading this you are more than likely experiencing Wickes' incompetence and have decided to see if any other people have had bad experiences. I just wish I had read reviews before I had purchased from them. If like me you are instantly regretting spending your hard earned money on their products then you are definitely in the same boat as me and I can completely sympathise with you.

If I can prevent at least one person buying from this company, then taking the time to write this review would have been worth it. I just hope a senior member of management can take the complaints & reviews seriously and do their job for once and try to stop all these repetitive problems from occurring in the future, because this is the worst rating I have ever seen on Trust Pilot (you should be ashamed of yourself Wickes management - poor job).

I purchased some items before 6pm Wednesday, delivery was £25.00 (quite expensive compared to B&Q and other building merchants), their website indicated it would be delivered the next day between 7am and 8pm. I waited in all day only to receive a message at 7pm saying it would be delivered between 12pm & 4pm the following day.

This was slightly frustrating as I could have gone to work had I known they were not delivering it. The other issue was I needed the material ready for the builders in the morning. I can appreciate you may say I did not leave any margin for error, but next day delivery is relatively as simple service that has been around since vans and lorrys were invented, plus all the other merchants offer it, I even paid £25 for it.

I couldn't initially find the customer service number so I emailed them saying it was unacceptable that they had only just let me know and that they need to make tomorrows an AM delivery. (As I am typing now it has been over 24 hours on a working day and they have still not replied to my email).

I managed to get the builders to do some prep work and other miscellaneous tasks whilst they waiting for the delivery, but by 1:30pm they prompted me to find out when the delivery would be coming. I phoned customer services who were very unhelpful but eventually agreed to phone the local branch to find out some info.Finally they told me that it should be the second drop off of the afternoon (I bet they say that to everyone).

It eventually came with only two hours left of the working day, just enough to get a small amount of the work done. I've had to pay the builders a day rate and didn't get the most out of them due to Wickes not holding up their end of the bargain.

Turns out they actually hadn't delivered everything, so I got straight on the phone to them but the first guy cut me off. I had to call and hold again luckily the second guy was a little more helpful. I explained I purchased 5 of a particular item, but had only received 4, he put me on hold for 15 minutes whilst he tried to contact my local branch, but low and behold nobody was answering.

I told him that obviously nothing could be done about it today, but please ensure it is delivered first thing tomorrow morning, I've paid for these items and I need these items.

Hopefully they will complete the delivery tomorrow, I just want to stress I'm not a competitor trying to be malicious as I shop a lot in store and would recommend if you need something go physically get it yourself. But what ever you do don't buy online from them - very unreliable.

Most of the negative comments on here are about delivery times, missing items, unhelpful customer service and generally just wasting peoples time.

If you are listening Wickes? Unfortunately customers want all there items delivered on time with good customer service, that's all we ask. So if the management could please implement procedures to improve this then I'm sure you can turn these frowns upside down. Alternatively just close down your website and just carry on dealing with people face to face because that's what your good at.

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Wickes Details

About this company

Wickes offer Free Delivery on orders over £45. Wickes are Voted Britain's Favourite DIY retailer, Wickes offer DIY and home improvement products online and instore.

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Wickes is ranked 1033 out of 1035 in the category

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