Wickes Reviews

1.79 Rating 687 Reviews
17% of reviewers recommend Wickes
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About Wickes: Wickes continues to be one of the major brands in the DIY and Home Improvement sector. We have a range of over 10,000 products (98% own brand), and are able to offer our customers everyday low prices by sourcing the best quality products at the lowest possible cost. Most of our products are available for next-day delivery, including big & bulky stuff. At Wickes you can discover a whole host of inspirational ideas for your Home and Garden, with some of our key products being doors, flooring, tiles, kitchens and gardens. Launched in 2006, the Wickes transactional website features product details covering the complete Wickes range. Our website is constantly being enhanced to help improve customer satisfaction, so why not be a part of that journey by helping customers find us.

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Phone:
0344 892 2721 (Ext. 6322)

Location:
National Customer Service Centre | Rhosili Road | Brackmills

Categories:
Business & Office
DIY & Tools
Hardware

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"Bought a small shed for a client as a care worker. It came with a damaged side panel, it then took another week for that to be replaced, then that side panel was damaged, it then took another week to replace. We had paid for assemble service, this was delayed obviously but the communication between wickes customer services and Servico is none exsistant. I informed wickes at least 4 /5 times to only ring the main line number given for directions for drivers or on assembly and not my mobile in my error have them as I don't live at the property being a care worker. This was reassured each time I spoke to someone and then ignored as I received nothing but phone calls or texts to my mobile. The assembly company Servico came one day and wickes were telling me another day. Just no communication and poor customer service, no way should purchasing a shed to getting it put up take a month. Very disappointed in the service of wickes and quality of item. Would not recommended for assembly service and be wary of quality."
Helpful Report
Posted 2 days ago
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"Zero customer service once kitchen had been paid for and delivered. Items were delivered which were not required but Wickes refuse to accept the return or refund. 1 door took 5 weeks to arrive and when it did was damaged! Wickes "customer service" department just pass everything back to store who just ignored us. Got so fed up that this weekend I will just dump the overs on the kitchen designers desk and let him sort it out!"
Helpful Report
Posted 3 months ago
"The kitchen design process seemed good and the quality of the product was good. However, the after sales service of wickes was appalling, I have also been left out of pocket following my designer's over specification of materials, and have been informed nothing can be returned and no refunds given - I asked for a designer to come in order to make the best use of the space with the least waste of both space and materials - I am not the expert it was not my mistake that I have ended up with more materials than necessary. Apparently it is in the paperwork that there are no refunds and the sales/designer would have told me this - well I can assure you he did not tell me this and in the paperwork I can find that bespoke and special orders cannot be refunded but it isn't bespoke and its a standard order seeing as the kitchens are not in stock to collect - so what is a customer expected to do? Also Wickes website gives information on how to return and get refunds on goods but when you phone they say no, phone the branch and they will decide and then they say no refunds. I am a panel short which the designer missed but am loath to spend more money when I have hundreds of pounds sat in my house still in packaging that I have no idea what I am supposed to do with. Been through to see the sales/designer today as apparently he is the person who i have to speak to. Apparently it will be his decision to refund me or not for his error with a tape measure ...... on his lunch when i got there and had disappeared off the face of the earth when I returned. Allegedly, because I have also complained on another review (trustpilot) a generic reply says my complaint has been passed on to the relevant people to investigate my complaint I'm not holding my breath but I will be going back to the store because I am not getting stuck with the cost of their designer's mistake. If you use Wickes designer please get another company to come and measure and compare the 2 to see how many extras have been added and check the refund policy."
Helpful Report
Posted 4 months ago
"I can only say NEVER pay up front for your kitchen. We paid in full 12 January with the promise of a kitchen by end of March. 2 April kitchen delivered. 8th April Wickes fitter arrived to fit only to discover there was no sink unit nor worktops!! After numerous phone calls these were delivered following week. But still on 5May we are still in Limbo with some units fitted, wires hanging out of walls etc. We were promised this week would be fitting week one month from original date but no, no one has arranged for fitter to return!! I do honestly think if we had taken out buy now pay later option we would not be in this position!! Take heed."
Helpful Report
Posted 5 months ago
"I ordered a Phillips Creek wall lantern @ £29.99 plus £7.95 delivery. What I received was a Phillips myGarden Outdoors wall light which is not listed on there website. If I had wanted a Phillips myGardern wall light I would have gone to Amazon and got it at £16 Delivery was fast but so It should be for £7.95 After contacting them they returned £7.95 and said I could change it if they had one stock, I gave up."
Helpful Report
Posted 6 months ago
"ordered keter storage unit in store, asked for am delivery, girl could not guarantee times with is fair enough. but said I would receive text night before with approx delivery time. guess what ?. time given 8am to 6pm not that helpful, still it did arrive at 2 30 pm, again fair enough, but the lone delivery refused to to step in property just helped to get it through front door, bearing in mind it weighed in at 45kg, leaving alone to manoeuvre it to another room in my bungalow, [oap] driver most unhelpful mumbling about pavement deliveries only. having read contract he was correct, moral of the story please do not fall into this draconian trap if getting heavy or bulky items from wickes. go elsewhere for your kit with an appropriate delivery service, please read other reviews about this issue. will never use wicked ever again"
Helpful Report
Posted 7 months ago
"Made order in store - store member didn't know how to use IT system kept asking for help - in end I took over! Didn't text evening before delivery as promised. Delivery was 10 slabs short. Phoned customer services who couldn't get hold of store so sent them an email. Phoned store but they put me on hold for 5 mins before I gave up. No one takes any ownership. Poor customer service culture."
1 Helpful Report
Posted 7 months ago
"What sort of clowns do Wickes employ, couple of weeks ago brought tiles for kitchen refurb. Tonight before tiler starts tomorrow loaded them on trolley only to discover I got 4 different batches. I brought them online for collection and thought they would have the common sense to select 15 boxes with all the same batch stamp, obviously they are too stupid to do something this simple. Fine that's my lot with this circus, tool station, screwfix and other DIY stores in Banbury will get my business in future. I lost receipt so can't return them."
2 Helpful Report
Posted 7 months ago
"Ordered metal railing and posts from the Banbury store to be delivered , staff were very helpful. Agreed the date and received a text for a pm delivery, unfortunately no posts were delivered. Phoned the store and they said the posts were coming from a different store , Received a text to say they will be delivered the next morning when we are all back at work so no bloody use at all.No apology from Wickes just cant understand how they can charge for a useless time wasting delivery service. Dont use there delivery services."
Helpful Report
Posted 10 months ago
"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 10 months ago
"Good offers but when you bought any item that horrible after sale service. Delayed deliveries, baseless excuses and finally cancellation of order. Happened twice"
Helpful Report
Posted 11 months ago
"Customer service has been an issue in getting my fitted kitchen. Too many different staff answering when I phoned about delivery of items. Staff were not helpful when I asked aproximate time of delivery. I have never found any problems with other companies before. This meant lots of inconvenience for me. I also emailed but never got an answer from them about things. Getting a new kitchen is expensive and I would never get one from them again ."
Helpful Report
Posted 1 year ago
"£30 Bulk delivery to the Kerbside is limited and excludes customers that do not have strong people to hand to move the delivery from the kerbside to the garden or property. Often only one person turns up to deliver bulk items. On occasions the driver will deliver to your garden or property, but you cannot guarantee this. Unfortunately, that means for me I cannot order no more bulk items from Wickes until they improve their delivery service."
Helpful Report
Posted 1 year ago
"Tried to use our gift card in the Brighton store. They said they couldn't process them at the moment as they weren't scanning properly. I asked if they could find out how much was on the card and honour it anyways, seeing as the gift card was bought in good faith that it would be honoured. They told me it was a nation wide issue. It was a rather young acting manager and he refused to phone anyone higher up the chain of command. We left disgruntled, then when we got home phoned customer services, who said they hadn't heard anything about the problem and could indeed let the store know how much was on the card and it was up to the store's discretion to honour it. I had to phone back the store and tell him how to do his job, then wait for him to phone and check with higher management after all. We then had to go all the way back to the store, where the man/boy manager had been told to honour the gift card. Wasted time and journey for us! Not impressed by the unhelpfulness. Hubby had taken the day off work to do the job but it took half the day to just buy the tools we needed using a pre-paid card that we trusted would be honoured. Could have been dealt with so much better and faster if the manager had tried to be more helpful and think outside the box a little."
1 Helpful Report
Posted 1 year ago
"Ordered and paid online for 'Click & Collect' in-store service. Despite receiving 2x SMS messages & a voicemail to say item's were ready for collection, they had to be picked from shelves when I arrived. Luckily all was in stock! Also a 30-min. Staff very helpful & couldn't be faulted but the system is rubbish!"
Helpful Report
Posted 1 year ago
"Ordered and paid online for 'Click & Collect' in-store service. Despite receiving 2x SMS messages & a voicemail to say item's were ready for collection, they had to be picked from shelves when I arrived. Luckily all was in stock! Also a 30-min. Staff very helpful & couldn't be faulted but the system is rubbish!"
Helpful Report
Posted 1 year ago
"fitter flooded the kitchen with a tan of water...parts didn't turn up and several were damaged. the loo separated from the water tank...twice, still waiting to have it fixed having been here for a whole day now....he hasn't turned up...avoid if you can. The local branch have tried to be helpful but seem to laid back to care much"
Helpful Report
Posted 1 year ago
"Ordered Approximately 4 tonnes of gravel, 9 edging stones some adhesive and some heavy duty weed fabric for gravel from wickes for delivery. Received a call asking if delivery could be done a day early which was fine and then also a call on the day to advise the delivery was 20 minutes away. The whole experience up to this point was fine until I checked what had been delivered and realised I had been delivered normal weed fabric for bark which it clearly stated on the item. As I hadn't accepted the delivery myself this wasn't checked until I got home. The solution I was given was that this could be delivered the next day and exchanged. This is all well and good if you don't work however I am unable to just take random days off because a delivery is incorrect. I then had to use my lunch time hour to return this product to the closest Wickes store to me which it Warrington to exchange it for the product I actually ordered. I wouldn't mind what I ordered and paid for was actually £11 more expensive than what was delivered and what was delivered was clearly for bark as it stated on the front of the item so I am at a loss as to how this was mixed up ? Why would someone want weed fabric for bark when they have just ordered 4 tonnes of gravel ? and surely when the item is scanned onto the van the price difference should show up ? I have to say swapping the item at Wickes Warrington was pretty easy and the lady there was very helpful but what I am disgruntled about is the fact I ordered this for delivery to save the hassle of having to go into Warrington town centre to purchase this yet have had to do so anyway and the deliver charge is not cheap as it is. So now it has cost me £30 delivery plus my hours lunch plus fuel to get there and back as well all to get a product that I ordered correctly and was processed correctly yet was put on the delivery wagon in Chorley incorrectly which I am struggling to understand how ? And the solution other than resolving this issue yourself by going to the store which you pay delivery to avoid is for you to take a day off work and use a holiday or lose pay so that they can re-deliver the correct item and collect the incorrect one. So in summary some of the transaction was ok and some wasn't all I can advise is check to ensure you are actually given the correct product as had I not noticed I would have used the incorrect material but also would have been £11 out of pocket."
Helpful Report
Posted 1 year ago
"Rubbish company cannot be relied on, booked delivery over a week in advance. Get 4 texts ssying 13:00 -18:00 well its now 18:00 and according to the tracker info it is still at least 1 hour away. Taken half day off, completely waste of time seeing as I would have been home 45 mins if I had stayed at work. You pay for delivery, you take time off and it don't arrive on time, would have been cheaper to hire van and collected from my local Wickes."
Helpful Report
Posted 1 year ago
"Delivery date changed from 7 days to 14 -21 days, didn't find out until i phoned to chase the order. Good thing is that cancelling the order was easy via their customer service email address"
Helpful Report
Posted 1 year ago
Wickes is rated 1.79 based on 687 reviews