Wickes reviews

Wickes reviews

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DO NOT TOUCH WITH A BARGE POLE!!!!!! SHOCKING TREATMENT FROM CS

I bought a brand new kitchen from Wickes (cupboards & worktop only) at start of last year and it was installed wk beginning 4th May. I had issues with the company back then (items missing from order, lack of communication from company, not being fully informed, shocking treatment from Customer Services Department/Installation Team AND MANAGER).

Months later, my brand new cooker hood which wickes fitted for me, fell from the kitchen wall, damaging my new cooker top, smashing a ceramic pot, damaged my brand new worktop, marked my newly decorated wall and chipping few of my new kitchen tiles.

I have been given compensation for the smashed pan but that's all! i am still waiting on the the hood and worktop being replaced which was meant to have been done yesterday but apparently one of the fitters was taken to hospital??? AYE RIGHT - Not sure i believe this. I don't want to use up ANOTHER days holiday from work and have been told my kitchen could be done during a weekend but their fitters WON'T work weekends (not CAN'T). Suggestion was made to leave the guys alone in my house to sort out the problems with the kitchen while i went to work - ERM..........LEAVE STRANGERS IN MY HOUSE, UNATTENDED???? I DON'T THINK SO!!!!!!!!

I have been waiting on the installation manager phoning me since start of January and he hasn't bothered doing so. I keep getting fobbed off when i phone the company asking to speak to him directly.

I have not been given a copy of the report of the damage that was assessed by another of their fitters and given to the installations manager. Nor do i have the warranty/guarantee certificate from the first fitter.

DON'T GO NEAR THIS COMPANY!!! AVOID AT ALL COSTS!!! unless you want the hassle.
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Disgusting service, poorly treated, never buy from there again!

Well where do I start! Ordered a flat pack kitchen costing £2000! We were told it was next day delivery because it was flat packed so we booked in a kitchen fitter to start a couple of weeks later but then was told it was 4 weeks no matter what from a Monday so even if I rung on the Tuesday it would be 4 weeks from the following Monday! After asking for a refund they got this down to 2 weeks and 4 days! So they're all liars! Delivery day comes and they refused to deliver our goods and they said they couldn't get up our road, the road they were on was a stones throw away from our flat and offered to sign for it there and move it ourselves but they said no and drove away. After a very upset call to the delivery crew they said they wouldn't turn around as they were too far away now and would have to book another delivery later on in the week which was unacceptable as our kitchen fitter was already waiting for it! After another tearful phone call to customer care they eventually got the lorry to turn round and deliver it to the local wickes and we had to collect it ourselves. so the following day we called wickes and asked to collect as we had borrowed a friends car to pick it up but they were unaware of any such kitchen and would call us back. After a few hours and 2 more phone calls to customer care in which the first one we just got fobbed off and said it was nothing to do with them! The second one got it sorted and found it was there and we could collect, we finally went down and picked it up but booked a delivery for the bits we couldn't get in the car such as the work top and plinths ect. When the delivery came I was home alone with my two year old daughter and they refused to take it up one flight of stairs to my flat! I don't live in the best area so had to wait downstairs with it until my husband came home from work while trying to get my daughter to wait upstairs for me! I am so upset and the kitchen hasn't even been fitted yet! Let's hope nothing is wrong with it!!!
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worst quality goods and customer service i have experienced

I ordered wall tiles and two bi fold doors from wickes on line, I paid for the preferred delivery time to fit in with work but was contacted the evening before to be told that my time could not be met. Had then to rearrange my plans to effectively fit in with them. The Tiles although showing the same batch number did not match.Wickes answer was that they would not change the tiles and to "shuffle" them.I didnt fancy a chessboard effect so ignored their advice. The quality of the bi fold doors was the worst i have ever seen, not good enough to hold the pins securely and one of them was not the size i ordered but as i had unpacked it they were not going to change it. Stay well clear of this disgraceful company
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Dreadful service.. A total waste of time..

I placed an order on the 15th of Jan, 2014 and was told delivery in 3 days. We started to chase on the 4th day.. and here we are 9 days later and we are told the delivery will be the 31st of Jan, but they can't guarantee it.. We have now lost 9 days from the build project.. I have now canceled the order but have to wait 7 days to get my money back.. that's £650 now stuck in the ether..

Then cashier called me last night to say sorry.. a cashier.. The managers there are shocking..

DO NOT BUY FROM THIS COMPANY. The customer support is useless..
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Useless! Waste of time - costing me money

I purchased a 50mtr roll of Hep20 barrier pipe on Thursday afternoon, in plenty of time for delivery the next day.(Friday) ready for my plumber on Monday.

At 4pm, I decided to give Wickes a call to find out what was happening, as I normally close at 5pm on Fridays. I was advised the driver had originally got my order on as an am delivery, but it had been switched to a pm delivery for unknown reasons, and would be there around 6pm. I waited until after 6pm, and put a note on the door to direct the driver to a crate where goods can be safely deposited, of which the sales team at Wickes were informed. Of course, the delivery did not arrive.

On Monday (today) I contacted Wickes again, to find out where my delivery was, as it was now seriously holding up my installer. I was told the delivery would be with me between 3pm and pm today!

So I am supposed to pay a plumber for a day's work doing nothing? Disgusted. I asked for a refund. This is the first and LAST time I will be using Wickes. I see what they are doing - they give low prices, but cannot give any meaningful level of service. USELESS. Taking my not inconsiderable business to Travis Perkins.

I am giving two stars because the young lady was polite and apologetic.

**UPDATE**
I received a phone call from Wickes on Tuesday 21st Jan to say they had delivered my pipe. It turned out the pipe coil had been dropped off whilst I was away from my unit and it was left in a crate nearby, with no delivery paperwork. I asked them to uplift the pipe and credit me back. Today (29th Jan) I checked to see if I have had my credit back? - NO. Have they collected the pipe yet? - NO. (shock-horror)

My partner phoned them this morning to gee them up, and is now awaiting a phone call to find out when a) the pipe is being collected and b) when we are likely to get a credit.

It has now been over a week since this blinking pipe was dropped off. I am out of pocket by over a hundred pounds. Now I am being bombarded with spam emails from Wickes peddling their wares. Do they think they have performed well? I think not. What do YOU think? As they have been polite, I am still giving two stars, but if this fiasco continues, then I will revise that rather generous score.
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Not very impressed

Ordered large amount of laminate flooring and 4 fence panels just before new year. I received a call to let me know that he fence panels were out of stock until Monday 6th January and therefore delivery would then be Tuesday 7th January. I took the day off work and the delivery did not arrive, on phoning the Wimbledon store they told me it was scheduled for Wednesday 8th January. I then complained to customer services, who then advised me that Wimbledon store had fed back that apparently I had always wanted them on 8th jean and not the 7th. Totally not true. Don't appreciate being called a liar effectively!! The store manager then phoned me and the story changed again, my items were meant to be on the van on Tuesday 7th but they couldn't explain why, the manager told me, the delivery team had asked someone else in the store to log my order, but they hadn't done it. Finally delivered today Saturday 11th, scheduled for 1-6pm and it arrived by 10am, but the delivery men refused to put my items in the house, leaving me and my 8 year old son to carry 18 packs of laminate flooring and 4 6ftx6ft fences through the house. VERY DISAPPOINTING EXPERIENCE, I WILL NOT BUY FROM WICKES AGAIN!!
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stupid trade sales man

Tottenham branch one of sales man his name kobir qurashi , I never find like sales man or worker in wickes like him.im builder past 7 year I do shopping in wickes .can't make complain about any other person they very helpful even manager as well.

Mm builders
S miah
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Never again!

I ordered £200 worth of DIY equipment and supplies with next day delivery. The evening of that day a lady called me and told me that my order would be delivered the next day between 7am and 6pm. (Great time window by the way). The next morning I received a text message from DPD telling me my order would be delivered between 11:30 and 12:30. Great service on their part, you can even track the driver in real time! Sure enough he turns up at 11:30, with a rather small looking box. It contained 3 of my 16 items, of which one was broken, and completely filthy, covered with dirt and grime! Rather confused I called Wickes to ask about the rest of the order, who then told me it would arrive from a different store using their own local delivery van and driver. Nothing ever came that day. Called again the next day to find out what's going on. Told re-delivery will be tomorrow. Nothing again. Called again, suddenly I'm told the system shows delivery was made on the original day and they apparently have my signature to prove I have taken delivery of items. What a joke! Countless phone calls and 5 days later Wickes eventually agreed to refund the order! Reading the reviews here this company must have the phones ringinghot non-stop with angry customers... Most of the times couldn't even reach anyone at the store, they just ignore the phone! Awful experience for me and won't use Wickes again. Unfortunately I didn't check here before ordering! Lesson learnt!

Also: Here's an idea Wickes, if you are splitting orders and sending part with DPD and part with your own drivers, make sure you inform customers of this!!! People will get a text from DPD letting them know precisely when the driver will come, but if they are unaware of another delivery they might make plans and just be there for the one hour they have been advised! And surely you can be a little more precise than 7am to 6 pm?!
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Avoid Home Delivery.....rent a van instead.

On 19th November 2013 i placed my 1st ever order with Wickes online and am very disappointed with their level of service.

Although their products are good and do the job I will think twice before using their home delivery service again. Instore it's ok but often lacking products on the website.

As the online ordering system continually reported zero stock of most of my items i decided to call their telephone order line and spoke with a very helpful lady who informed me they were having problems with the system and could not process my order. She eventually called me back when the system became live and took my order in its entirety. Total value GBP303.00

Later that evening i received a phone call from their company saying my order would arrive between 13:00 & 18:00 on 19th November. Then at 08:00 the next day i received an SMS from XDP Express saying that my order is out for delivery between 09:10 & 12:10 that day. I had planned to go to a business meeting that morning but in light of the revised delivery time & because i really needed my order I decided to re schedule. Imagine my surprise when 12:10 passed & still no sign of my order.

I then phoned your Customer Service desk and spoke to one of their office assistants who although helpful fobbed me off with some tale about the order being split and it coming from different locations.

Finally at approximately 17:30 their delivery company arrived albeit minus 2 items

Yet another call to Customer Services revealed that the missing items would arrive the next day. Sure enough on 20th November at 07:00 or thereabouts i received yet another SMS from XDP Express saying that my order is out for delivery between 08:56 & 11:56 that day. But to be honest i'd just about given up on that coming when it said it would. In fact i was right as that didn't arrive until mid afternoon.

Now here's the interesting point. The delivery note says that both of the above items were to be delivered but only one appeared. When i tried to query this with said delivery driver he had already jumped in his van and was speeding away to his next drop.

On 22nd November i was beginning to wonder where my missing order was so i called the circus once more. I say circus because that's exactly what it is. They're very apologetic but completely useless. The gentleman is question said he would look into it & would call me back. He never did. I called later that day & spoke with someone else. He also said he would look into it & call me back the next day ie today Saturday 23 November. Guess what? He didn't either.

So i called again and spoke with another person who again was very apologetic & who said he would look into it & phone me back on Monday morning.

Amazingly he did call me this morning to inform me that the missing item would be delivered between 08:30 & 12: 30.

As i had already sent a complaint email to the wickes customer services manager via their contact page a few days ago i then received 2 further calls from a very helpful chap in customer services who made it his job that morning to satisfy my problem.

Eventually at 12:20 (10 mins before their estimated time of arrival) the final part of the order arrived & received a further call from the same person checking if it had arrived and as i had mentioned it i was offered GBP30.00 in compensation. It will apparently come to me in the post as a cheque within 14 days. Just hope i don't have to chase that up either.
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Worst customer service ever!

During the installation of my Wickes kitchen, iI have experienced the following issues:

1) being verbally abused and threatened by a sub-contractor (plasterer), for having paying him by cheque, when apparently the price he quoted was "for cash". After I explained that this was not made clear to us, and I didn't engage in tax dodges, he became very verbally aggressive, telling me that my husband must be too scared to come to the phone to speak to him. As a result, I spoke to the manager of the Wickes Wakefield store in tears.

2) This plasterer also used absolutely no dust sheets in our home when taking off old plaster, and mixed the plaster on a newly laid floor, which needed to be immaculate due to having Karndean to go on top of it. The amount of dust and plaster also resulted in our dining room carpet being a write-off.

To resolve these issues, I was visited at home by the manager of the Wakefield store who assured me that the plasterer would not work for Wickes again, and offered to have my house contract cleaned and the carpets cleaned. Due to having absolutely no faith in anyone that Wickes might sub-contract to, I declined this and explained that I would rather have the cash to sort matters out myself. The same was agreed, to the tune of £500.

The manager of the Wakefield store also advised me that the rest of the fit would be faultless, and the only person I would have to liaise with in future would be him. Not so. Since then the following has happened:

1) re-delivery of the kitchen being so late I had to cancel. Wickes then became cross at me when I could not agree to accept delivery until 8 am the next day, rather than 7 am as they wanted. This was Wickes' mistake not mine, so delivery should be done around me.

2) the installer spent a disproportionate amount of time on the phone, trying to resolve issues between him and his wife. He was discussing this with my husband and myself at length, and clearly was not focused on the job in hand. I alerted the store to this and they said they were aware of the situation. Due to his personal issues, my install was very much second to him on the days he attended. I also do not want to know the ins and outs of a person's private life. It is unprofessional to say the least.

3) At the end of the fit, there were several areas of snagging that we're apparent, and I contacted Wickes about these. I was repeatedly told that they had passed the message on to the installer. The installer did not contact for quite some time and when he did, gave me a date he was going to come and do the job. When I told him this was not convenient, he said he would get back to me. This happened three times, and it took over three weeks for the jobs to be done. Instead of asking me when I was free, every time he would call and say when he planned to come, without checking it out with me first.

When he did arrive to do the jobs, I opened the door to him and said hello, he did not answer and barged past me into my kitchen. He then told my husband that there was nothing wrong with the extractor fan which we had reported as faulty. My husband had to point out to him the hole in the fitting tape that was leaking moisture onto my walls. He was also very hostile about having to re-fit some skirting board as "the joiner should have done it". He was hostile, rude and abrupt, and as a result we felt uncomfortable in our own home.

4) When I realised that the boiler pipes the installer had moved were leaking, he advised me that it was "only condensate" running down my wall. After much liaising, we eventually agreed for him to attend my home to fix this on a Friday night after he had finished another job. He then stated "fine, so I won't see my kids this Friday then because I have to be round at yours sorting your kitchen". This is completely unprofessional and rude. I told him to not bother, and contacted the Wickes store who arranged someone else to attend the next day.

5) I then noticed three weeks ago that my dishwasher door is catching on the bottom plinth since I have had my floor put in ( the floor man liaised with the installer directly to make sure there was enough clearance, the floor man requesting 10mm as he would be installing floor 8mm deep). I contacted the Wickes store who stated that they would get someone out to it. I also mentioned that when I turned on the washer or dishwasher, there was a warm wet smell in the kitchen, so was concerned there might be a leak. No-one having materialised to rectify this, I contacted Wickes again last Wednesday and ended up talking to Pete Harman, Regional Installations Manager. He stated that he would get an installer to contact me. He did, a man called Darren, who phoned last week to say he would attend my house on Friday and would phone to confirm what time. I waited all day....no call. On Monday afternoon (yesterday) he called and said he would attend this morning at 7.45 am. He did not show. I then had a call on my home phone at 10.06 stating that he had forgotten and could come tomorrow. That is not convenient for me.

. In addition, Wickes have cost me money.......the installer did not seal around the top of my kitchen up stands, so I had to pay someone else to do it. Furthermore, every time that Wickes are due here to do work, I have to put my daughter in nursery to get her out of the way of the upheaval. This is £35 a day. Every time that Wickes miss an appointment, I.e. today, it costs me £35. This has happened three times so far.

I am tired of being told by the store that they have no control as it is an installation team issue. I bought the kitchen from Wickes Wakefield, and I therefore expect them to sort any queries I have. Who they then contact is up to them and not my concern, but I object to being passed on to the installation team and others, and being asked to ring them myself, as this is inconvenient and time consuming. If I had wanted to project manage my own installation (as I have largely ended up doing), I would not have paid Wickes for this.
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Poor delivery service

I placed an order online for some bulky products and paid £25 in good time for next day delivery. About an hour after I had placed, and paid for, the order I was called from the store that was to deliver the goods and told that the order would not be delivered on the next day because they were "too busy". When I asked if I still had to pay the full amount for the "next day" service I was told that I still had to pay the full amount because "that's the way it is".

In any case, one of the items that I had ordered was to be supplied directly from their warehouse and I did receive a text the following day from the courier XPD Express with a delivery time window of 2:23 p.m. and 5:23 p.m. but in fact, it was delivered the day after that!

Basically, if you pay for next day delivery then your goods will probably be delivered when it suits Wickes regardless of what you are told.
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Can't deliver three bags of stones in three attempts

Ordered three bags of gravel to be delivered at my home address. Took three days off work , clarified with sub contractor Keyline on each morning of delivery, my mobile phone details and to contact me so that I can show where to lay bags down. Stones failed to deliver on three occasions due to varying undisclosed reasons and then Wickes canceled order as they could not deliver to an area that I did not wish them to deliver to. They had the wrong mobile number so were unable to contact me (given to them and repeated at least four times). No compensation or attempt to remedy the situation by call center.
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Ridiculous customer service and delivery

we ordered something for saturday delivery costing £30 delivery, I telephoned at noon on Saturday checking the status of our order and the woman put me on hold to ring the store. She came back on and said they rang everyone yesterday because they are so busy and you did not respond, you are now down for NEXT Saturday.

Someone was in the house all day and night and no phonecall was received!

The woman said she would speak to her manager and ring me back, no call received, needed to ring again and was informed we'll deliver it next week, I asked for a refund for the delivery costs and they said we will refund you £5 (no sorry for you inconvenience or that we didn't call you back)

Will not be using again, and £30 for a delayed delivery is scandalous I will pay the extra to a different company next time.
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Poor quality control checks and disappointing CS

I wanted a new kitchen so shopped around and decided after looking at the displays that the Wickes appeared best looking and build for our budget in comparison too the likes of Ikea and B&Q.

We ordered 10 units varying in types and 2 solid wood worktops, 8 online and 2 we collected from store as we was undecided which at the time we placed online order but basically all was ordered within the same week, We paid for a Saturday delivery and had collected the 2 mentioned from store.

The Saturday for delivery date arrived and Wickes delivery team appeared delivering only 7 of the 8 we had ordered online and informed us that DPD was delivering one of the units ? Yet DPD never arrived only too arrive the following monday and leaving the parcel at the local shop where i called too collect it only too find not only was it late that it was badly damaged and full of DPD tape but still visible being really smashed up so i had too book a day of work losing wage for following Saturday for it too be exchanged.

Saturday arrived Night freight appear and exchange it no problem so having all my kitchen at last i start work only too complete one unit and then the second one having been supplied with two left hand sides, So in a kind of lucky way it was from store we purchased the two.
I had too put the kitchen on hold and get it put back away and drive 30 minutes to the store and explain what had happened and offered a replacement BUT they didn't have stock after checking but they have two already returned faulty so made mine correct by taking the correct sides out of the two already that had been returned so off i go home for another 30min drive, I eventually ended up with half of the kitchen completed that weekend.

Following weekend i continue taking out kitchen sink and final remaining old kitchen starting again only too find a badly moulded door and damaged shelf so yet again another contact of CS to get in replaced the following Saturday again.. I eventually even fitted a slightly damaged cupboard due too getting that fed up with finding faults and needing return them and waiting having more and more time from work.

I did contact them via the alanhowe@wickes.co.uk but received a call offering me £37.00 refund for a failed Saturday delivery which i believe was a very poor offering as i had also wasted my time and fuel taking cupboard back too store initially, Then two following Saturdays off work due too poor quality control waiting for replacements and losing my wage as well as delaying my kitchen fitting leaving my home in a state.

Once the kitchen was all fitted it does admittedly look of good quality but due too all the returns and wasted time id personally be very wary of dealing with Wickes in the future now ! Yet previously i used too rate them as good.
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Dodgy Reviews On Their Site

Was asked by Wickes to review some architrave I'd bought from them (Primed MDF Architrave 18x71x2400mm PK5.) I reviewed it - ok for quality, etc, but remarked that 2400mm was a silly length for architraves - an architrave set normally comprises two lengths at 2100mm and one at 900mm - i.e. the correct lengths to fix around the door casing. Using their 2400mm lengths, you'd need three of them - 7.2 metres, instead of 5.1 metres, for one side of a door, or five of them:12metres, instead of 10.2, for both sides. That's a lot of waste, and makes their price quite a bit in excess of what you'd pay for a standard architrave set at a timber merchants.

They emailed me, saying there was 'a problem' with the review. (I hadn't sworn, libelled anyone, or even rubbished the product.) I re-submitted it, repeating what I'd said originally. It was never printed.

So when you're reading product reviews on Wickes' site, bear in mind - they only print the ones they want you to see. In fact the first review for that product actually says "top product.... no waste..." which is simply untrue.
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Fantastic kitchen service and fitting would recommend

Just had a new kitchen from Wicks of Perth dealt with Danny kitchen advisor fantastic service very very helpful during before and after the sale great kitchen and quality and fitted by one of there recommended kitchen fitters Darren Reid if you want your kitchen fitted by a expert get this guy to do it all work guaranteed for two years no mess no fuss no problems. If I was having another kitchen I would definitely go to Wicks in Perth and deal with Danny and have it fitted by Darren if any of you read this thank you very very much for our new kitchen it is fab Should have TEN Stars not five... Ewen and Joyce Rennie....
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Having just come off the phone....

... with their woeful call centre trying to sort out a delivery, I thought, right, I'll show them, I'll leave them a bad review on TrustPilot!

Ha, looks like half the country has beaten me to it. Ho hum!

Just as an update, when the bathroom furniture was delivered one unit was bashed and was unusable, and the Solid Surface Bathroom worktop, described online and in their brochures as being 2000mm in length, is actually 1800mm. They can't get another piece to make it 2000mm (I have to buy another 600mm from them) for 28 days.

They are not fit for purpose, and I would really encourage people to give them a wide berth for this sort of thing.
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Disgraceful

We ordered a kitchen from Wickes in Bury. And received the most disgraceful customer service we have ever experienced. Paperwork done wrong, phone calls not returned, appliances changed without it being discussed with us. 3 different delivery dates given. Store manager who couldn't care less. Customer care who refer everything back to the Manager. Kitchen designer who was incompetent and uninterested. We had to cancel and even then had to chase for our deposit back.
Wickes should be ashamed for the way they treated us.
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usless dont use them they lie would be no star if i could

went to local store for yellow building sand could not see any asked at counter was told it was on shop floor so i looked again still no luck so asked another member of staff and was told they not only don't sell it there but never have so i phoned next nearest store 12 miles away and was told it was in stock so drove there only to be told by a they don't do it either and never have so not only i don't have my sand i did a 24 mile drive for nothing staff on phone either lie or have no ides what they sell i will never use these incompetents again
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Bathroom and kitchen installation

If you are thinking of buying a wickes bathroom or kitchen then be warned, the life expectancy of their products is 1 Year and then the problems really do start. I made the foolish mistake of buying a bathroom and kitchen from the Aylesbury store. The kitchen taps leak and the shower temperature cant be adjusted, so when people are having a cool refreshing shower in the hot summer days I been forced to have a hot shower which I have been advised against by my doctor.

Wicks promise a 2 year warranty but this if false they simply don’t. The 0845 271 7371 number that you be expected to call are manned by staff that don't care about your purchase, the managers don't speak to customers and you are forced to speak to incompetent office staff that simply don’t care. There managers whose names I been told are Jim Bryson, Vicki and Hannah have probably never spoken to a customer. I recently contacted Alan Howe head of customer services and what a waste of time that was, his department simply got the 0845 271 7371 team to contact me and still nothing sorted. Looks like I will have to get trading standards involved now simply to get them to sort out problems that they promised would not arise

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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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