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Graham Cranford Smith Order Ref 053813 Value £3,900
Verified Reviewer
"The design and sales process was fine. Mark Stonehouse at Plymouth, was professional and pleasant. So far so good. A lot less fine was the delivery. Initially fixed for 16th November this was a fail as lorry was way too big. This was surprising, as we had emphasised the restricted access at time of design survey by Mark. Rescheduled for 29th November after we had to chase it to find out what was going on. Again this turned up on a very large lorry which could not get within 200m of our house. Rescheduled for 6th December. No show in allocated delivery slot. By this point, I was forced to conclude that Wickes cared not one jot about me or my order. I called the warehouse and cancelled the order. I was assured the refund would be processed that day. I called into the warehouse the following day to satisfy myself this was so. I was told the refund, had not, been processed since the Wickes system showed the kitchen as having been delivered to us. Chance, would be a fine thing. Given the broken promises up to that point I was irritated, and said so. My ultimate take is: The "customer service" centre is very hard to access. Calling the mis-named customer service centre, dear reader, will entail at least 20 minutes' music on hold before getting through. On one occasion I had to hold for nearly 30 minutes before anyone deigned to answer the phone. By which point I was annoyed. After failed delivery slot no. 2 Matthew(?) Flood at the CSC tried to take ownership of the problem. Even he, was thwarted by the utterly useless delivery centre in Exeter who plainly could not care less about fulfilling the order when it came to delivery no. 3. In fairness, Andy, deputy manager at Plymouth, to whom I was very impolite when I went to confront matters, did in the end, process a full re-fund, after provoking him to do so. Mark Stonehouse remained reasonable despite my patent irritation with Planet Wickes. He alone, apologised and sounded like he meant it. I feel rather sorry for the sales team who have been badly let down by the delivery side of the business. To conclude, having delivered my pithy views on what passes for Wickes' customer service, and been quite impolite in the process, Andy instructed me never to come into his Wickes Warehouse again. I am extremely happy to oblige. Design and warehouse team: 1 Delivery team: Nil."
Helpful Report
Posted 2 months ago
Wickes is rated 1.95 based on 503 reviews

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