Wickes Customer Service: Phone, Email, Contacts.

I purchased a COSA mono mixer kitchen tap. The filter became blocked and for some reason it would not come out only by destroying the plastic filter. Wickes will not or cannot supply a new filter, I am happy to pay for it but no joy from Wickes. The tap unit now sprays water everywhere. Wickes have done all they can to avoid answering my complaint, in fact seem to be quite rude in their attitude. Don't buy sub quality from Wickes as a lot of their products seem to be. I am cheesed off with them and do not recommend Wickes anymore. J.M.

Encountered a very surly lorry driver today, whilst cycling home on main road. He shouted to me to get onto the cycle path!! Rude! He then proceeded to drive off through a red light!!! Well, that's what you get when you abuse other more environmentally friendly road users! What kind of staff you hiring to drive lorries Wickes?? Shame on you

I must say that when looking for a kitchen Shaun at Macclesfield was most help and happy to take my money. The kitchen was fitted in March 2021 this seemed to go well. Since the kitchen was fitted the integrated doors have come off within 3 weeks , the sealant has gone yellow and the work top is chipping and not fit for purpose. I have tried over the last six weeks to resolve the issues with the staff at Wicks Macclesfield. Shaun was the first contact he was extremely unhelpful . I then spoke to and emailed a lady by the name of Nicola she appeared a little more helpful agreeing that the problems should be sorted out and that she would contact the relevant department in order to arrange for the areas of concern to be repaired and assessed. Nicola then had a car crash so I contacted Shaun again , he stated that he couldn't help as Nicola was dealing with the situation. Nicola returned and I agreed to send her the pictures of the Kitchen I had to do this twice. Nicola stating that she would pass the situation to Dave the store manager. I again heard nothing. I then telephoned again to be told that Nicola had gone and due to issues no longer worked for Wicks. I telephoned again and spoke to Sophie . Sophie confirmed that Nicola had gone. Sophie advised me that she would email Dave and get him to contact me I am still waiting. I have today telephoned Shaun , who advised me that Nicola should have never offered to support /help me with the problems with the kitchen it wasn't her job to offer assistance that she had caused problems . Shaun advised me that its not his problem if I have a issues with the kitchen as he just designs and again stated that it was not Nicolas place to have offered help. I asked Shaun why he had not advised me on my first contact with him to call customer services his response was I should have known. I asked Shaun why he had not responded to my emails . Shaun's response quote " I get thousands of emails that relate to customer services issues / complaints why would I answers yours I've not got time for that its not my job". Shaun then went on to say he can not answer for other people he can not comment on the situation its not his job to help customers beyond designing and selling them a kitchen so wont help. It would appear that Shaun is happy to get his commission and then walk anyway from customers that have purchased their kitchens through Wicks. I found Shaun's attitude towards humiliating , demoralising and very rude leaving me extremely distressed. During the last few weeks I have also advised the staff at Wicks Macclesfield that both my husband and my daughter have had head injuries as a result of the integrated fridge door coming away from its mounting. All in all I am very distressed and now suffering from anxiety due to the way that I have been treated by staff at Macclesfield Shaun

We bought a kitchen which cost us £4.500 just for work tops and cupboards. We couldn’t get hold of a kitchen fitter straight away it took us 4 weeks. On fittting the kitchen we realised pieces were missing so went back to store and it was reordered(3 items) 2 of them were delivered waited a week, on fitting the worktops which are solid wood found lots of marks and dents also a bit bowed, on complaining to wickes they said nothing can be done as it over 30 days ( it was 32 days) absolutely disgusted as this is not a cheap kitchen. Went in to shop again to be told nothing can be done at shop level and the 3rd item we are waiting for has not been ordered!!! Even tho I was there when he ordered it and he showed me the response which listed all 3 items. I will never buy from Wickes again and will tell anyone who will listen how bad there aftercare is!!!!

This rating should be a zero as the company misrepresents itself by claiming you have 20 years guarantee which even within a year it is not honored. They employ contractors who are not professional and use them to provide falsified claims to get out of the guarantee clause. This has given me a very negative experience and

I purchased a lawn mower on 28/04/20 and took it back to Wickes today 26/0421 as it was defective. I had proof of my purchase. The store manager refused to exchange or refund, utterly disgusted crap customer service and rude staff.

Parts were missing from our kitchen delivery and head-office policies and customer service has been appalling, really letting down the good local store and its hard-working kitchen designers. We have renovated ruined buildings in Dumfries for 16 years and have 100 tenants. We, and the people who work for us, have been customers of Wickes in Dumfries for many years (spend several thousand pounds every year). The service from the staff in the store has always been excellent. We recently ordered units for 2 kitchens. The delivery driver was grumpy (he'd got lost despite my request for him to call beforehand for directions) and failed to give me the delivery note for 1 kitchen. Our joiner & plumber were booked for Sat and Mon just past to fit the kitchen (joiner had been delayed by covid). On Saturday the joiner found 2 cabinets and other items missing. To install the kitchen by Christmas, they both kindly agreed to come back Mon/Tues if Wickes sent the missing items by 24/48 hour courier, but they can't come next week. The shop staff were sympathetic but said the items could only be delivered by Parcelforce standard delivery (up to 7 days), despite the mistake being Wickes (apparently this is Wickes policy regardless of the situation). The joiner can't come the following week so this means we will have no kitchen by Christmas. The customer service person at head office was sympathetic that we would have family but no kitchen at Christmas but said he was not authorised to arrange a quicker delivery. I asked to speak to his team leader. She was unsympathetic, unhelpful and rude. She said the phonecall was not being recorded and repeatedly refused to let me speak to her line manager or to ask him/her to call me back. I recorded the last part of the conversation (with her knowledge). She continued to be rude, even to my partner when he tried to reason with her, talking over him and finally putting down the phone on him.

We have previously bought our kitchens from Howdens. When Howdens make a mistake (rare) they apologise for this and correct it as quickly as possible, overnight if required, but never 7 days. The contrast in customer service is astounding. Given the value of the 2 kitchens, the price of a 24/48 hr courier service would have been negligible to Wickes and it would have allowed us to have a kitchen to cook a Christmas meal for the family.

Please don't trust the drivers to scan every item. 2 x 600mm cabinets were missing amongst other things - he maybe scanned one 3 times, and please don't expect customer services to apologise or be helpful when things do go wrong.

We enquired about a display vanity unit and basin FRONTERA 100477/101290 on the 4/11/19 at the Lowestoft branch. We were told it was going to be dismantled by outside tradesmen not Wickes staff. A female assistant put this in the diary on 4/11/20 to say we were interested in purchasing the 2 items, and was told they would ring to let us know once they knew the date. Not hearing anything back I phoned The Manager on the 13/11 and was told it should be the 3/12, he asked me to give him a ring a week before to remind him. When I phoned, he was off that day but I left a message with a male colleague. I phoned the following day and spoke to The Manager, everything was still on track.

Spoke to the same male colleague again on the 3/12 as I was told The Manager had popped out, and he said he would pass message on. I phoned again on the 4/12 in the afternoon, only to be told by The Manager that the outside tradesmen had dismantled the unit around 7.30 a.m but according to him it was damaged and they had put a hammer to it (It looked fine when we visited the store earlier that week to purchase some other supplies). He said he had got in early to sort this problem out but it was too late.l I find this difficult to believe especially when he had almost a month to sort it out. I wonder if we would have ever got a phone call back if I hadn't of phoned him. Very disappointed with the service.

I am writing to you to bitterly complain about the way we have been treated

When recently ordering a new bathroom and install from Wickes in Victoria road

In Fenton.

We went into the shop sometime ago in fact it was October 18th and sat down with

One of your designers. He was named Lynton Lomas.

He said that due to Coved 19 that they would not come out to measure up and said that

We would have to take photos or measure up our selves and then he would enter details onto the computer and go from there which we did.

He then went through all the things that we chose for our new bathroom and said that we would just have to buy the tiles separate and pay the fitter for the plastering on the day.



Not long after that the installers came to our house to have a look at the job and chatted about the install which they said would be soon. The next day we had a phone call from a lady who said that we have the install date for December 7th Monday and that all the bathroom would be delivered a few days before.



We then had a txt which said Wickes are excited to tell you that your bathroom will be delivered on Dec 3rd ready for the install on the 7th Monday and could we make sure that someone was in to sign for all the delivery. I then went to see my boss at work asking him for a day off so that I could take the delivery as they would only give me a 4 hour window. I continued to receive texts from Wickes over the coming days counting down to my delivery and a small video on how to make sure that they had good access etc.



I then went to see my boss again asking him for another week off from work as I wanted to be there during the install to make sure that things were as we wanted them and so did my wife. This was awkward for us as we both have a limited number of holidays and we both had to arrange cover for our jobs.



Sure enough on Thursday morning 3rd Dec a wagon arrived in our street with our delivery or should I say a quarter of it as there was no shower, no Glass, No Shower Tray, No Sink, No Toilet, basically just the fittings had arrived. I asked the driver if anything else was coming and he said NO just what he had.



I was straight on the phone to Lynton at Wike’s only to discover that he was on 2 weeks annual leave. I asked the man on the desk if he could help us as the fitters were coming on Monday to install my bathroom which hadn’t arrived , he said to ring this number for customer services to which I replied that is what I am paying you for to chase my order not for me to do it. I went to the store and spoke to a lady on bathrooms who phoned up herself and got them to ring me back which they did only to confirm that they hadn’t got my order and loads of it was not even in stock.



To be fare this man chased around all day trying to track down my stuff but it was one dead end after another dead end and the parts were just not there. He phoned the installers and told them as no one had bothered to inform them the same as they never informed me that the install would not take place .



This meant that the installers then had to change all their work plan for the next two weeks and that me and my wife had both booked a week off work for nothing and we still would not have any bathroom fitted.



In fact they said that one piece of glass would not be here until January.



Four days ago Saturday 5th Dec we went into the shop to see Lynton and cancel the whole thing as we were livid and now had both wasted a weeks holiday and still got no bathroom. Lynton said that his manager had told him not to get involved and that he had taken it on himself to sort it out although he has not contacted us from that day to this to sort anything out.



To be honest it has been a complete mess from start to finish and we have now had to go elsewhere for someone else to sort out this mess and get us a bathroom fitted, but I have to say that I am disgusted with the way that we have been treated form start to finish when all that we did was come into the store to have a new bathroom and to give Wickes our custom and they have treated us like criminals with no one letting us know anything of what is going on at any time and we have had to do all the chasing as no one even phoned us to tell us what was happening. I have to say that we will never use Wickes again nor will we advise anyone else to use them as its been a complete nightmare from start to finish.



We now have to try to get yet another week from work so that someone else can install the bathroom.



In short they are an absolute disgrace and we feel that we should be compensated for the whole mess, the stress that we have had to endure and also 2 weeks of our holidays that we have lost.



Yours



Mr Greer

Mrs Greer.

I ordered a Kitchen in November 2019 work started in January 2020 to take three weeks, 11 months later the work has not been completed,

I was left Months without water in the kitchen, Wickes called in an agreed loan from Hitachi in August and were paid in full even though the work had not been completed to my approval, now there is no desire to complete the work.

Wickes are fully aware of the situation and have not responded, I want a discount of £1000 for almost a year of problems and arguing . I will pay Wickes direct, and I dont need the loan,

People, be aware when taking out finance with this company, They requested payment when the work was not completed