How to make a Complaint to Wickes
Wickes provide a range of complaint handling options on their website. The first step is to phone the complaints line on 0330 123 4123.
Customers can use an online form to make a written complain online, and there is a postal correspondence option. There is a summary on the website of how Wickes will handle your complaint and what communication to expect.
Wickes complaint contacts like Phone, email and support form
Complaint via Phone number : 0330 123 4123
Reservations From UK:
Complaint via Email : firstname.lastname@example.org
Complaint via Support Form : Wickes Support Form
Wickes complaint website : www.wickes.co.uk
Corporate Head Office address
19 Colonial Way, Watford WD24 4JL, UK
Also Read: WHSmith complaints email & Phone number
Wickes is a British home improvement retailer and garden centre. Its main business is the sale of supplies and materials, for homeowners and the building trade.
Wickes complaint hours
Monday to Friday 08:00–20:00
Products & Services
Kitchens & Bathrooms
Also Read: Waterstones complaints email & Phone number
Hopefully, We helped you to get some genuine records for Wickes Complaint information.
Use below complaint form to discuss problems you have had with Wickes, or how they have handled your complaints. Initial complaints should be directed to Wickes directly. You can find complaint contact details for Wickes above.
Wickes Customer Complaints
Average rating: 13 reviews
Jul 22, 2021
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.
Jul 22, 2021
City where company is located (optional): lowestoft
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.
Jul 22, 2021
City where company is located (optional): STOKE-ON-TRENT
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
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.