August 2025 by Wilf Yates
I purchased an ex display cooker hood 3weeks ago and contacted wicks regarding a pick up date. I was told it was not yet available. I asked when it would be available and wicks could not give me an answer. Wicks were absolutely unhelpful in the matter throughout the telephone conversation and eventually closed the call.
August 2025 by Mark Taylor
All I want is someone senior to take some responsibility and contact me, Wickes suggest that customer service comes 1st if this is the case please try and rectify my issue and phone me.
August 2025 by Oliver Paget
After some years of dealing with wickes, I had the displeasure of having to deal with a missing item from an order. The handling of it by the company was atrocious and I am still out of pocket. The customer experience and general treatment by the company was actually pretty horrendous. My general feeling therefore is that wickes is best avoided and you?d be safer shopping with their competitors.
August 2025 by Maria Harrison
I wish I had looked at these before spending over £5,300 on a new bathroom suite from Wicks. Never occurred to check up on such a large firm. 5 phone calls and 10 e.mails later they finally responded and sent the fitter back to put new screws in the shower screen. Two had broken within 8 weeks, they actually said, after many calls and e.mails, well how did you clean it! I really believe they were trying to say I had broken them by the way I cleaned!
I have printed out all my e.mails and am sending them to Karen Larkin head of customer services at their head office, I'm sending recorded delivery so they can't say they were not received.
July 2025 by Gail Lewis
Bought a 10 ltr tub o wickes white matt emulsion in May as I was having damp proofing done on my house thinking after 2 weeks I could paint but was informed by the damp proofing company I'd have to wait 8 to 10 weeks before painting opened the paint this morning to mix mix n mix it but still like water 2 month down the line I didn't have my receipt but they would not refund even knowing there were loads of complaints and returns never again will I or any members of my daily n friends will shop there
July 2025 by Chris Munday
Absolutely DO NOT buy a Wickes bathroom.
Wickes Rushden: Design issues from a supposedly experienced designer (including but not limited to a bath the wrong way around costing me money for extra plumbing, sending me TWO, yes two, waste kits at £125 each for a single bath, which were both incorrect anyway (the actual one I needed cost £35 and was supplied separately by my fitter)), countless damaged items, missing parts from an overly-priced shower screen, countless revisits (at an additional cost to me) for the fitters to keep coming back.
When I turned up at the store for a refund on the wastes, one was refunded but I was palmed off by saying they needed ?a code? to refund the other one and to come back. When I came back the manager couldn?t get the code so two wasted journeys? it?s a refund for an incorrect item!!!!! I have consumer rights!!!!
When I complained, they inappropriately sent my complaint directly to the person I complained about breaching the furniture and home improvement ombudsman FHIO rules on impartiality because apparently ?the complaints team don?t deal with complaints?.
The laugh is, three of four fitters I contacted refused to fit Wickes?s bathrooms. Stupidly, I didn?t see the light and cancel the bathroom. Lesson learned on listening to the professionals ? now all four of the fitters I contacted won?t fit a wickes bathroom, as the ones I used said it?s a complete joke and they?d never do another one again...
I havent listed all the issues by the way. If you?ve got this far and you?re still thinking about going ahead, more fool you!
Annoyingly, their customer services team think it?s appropriate to ignore emails! Two weeks I?ve been chasing for missing parts for my £550 shower screen and they?ve ignored all my emails.
Do yourself a favour, save pulling your hair out and don?t bother with wickes bathrooms. Wish I?d just chosen to bath in a puddle or a nearby river instead.
What an utter disgrace the Company and the whole process has been?!
July 2025 by Victoria
After a horrendous two-month-long saga with trying to arrange the return of a product to Wickes, I made a complaint by email. I naively thought, that they may be a decent company, keen to own up when they make mistakes. I thought they make amends in order to keep customers. I thought they may take accountability, apologise and offer me a gift voucher to reflect the time, trouble, stress and inconvenience they had put me through.
I was wrong. The 'complaints team' (well, one man on his own, with no scope to challenge this or quality assurance check internally) decided to refuse to investigate my complaint, citing differing and inconsistent reasons. He and another member of staff also copied a third party in without my consent, which could have caused me grave consequences. They did this after reassuring me they would not. I tried to call but the team refuse to speak on the phone, instead, hiding behind emails.
I therefore wrote a letter to the CEO in April 2025 (who prides himself on customer service apparently) and three months later, unbelievably, I have received no response whatsoever.
Previously, I had also messaged on LinkedIn and Twitter and received no replies. This company's customer service practices and ethics are diabolical and they show absolute no respect for customers who (at the moment) are keeping them afloat in a changing world. I certainly won't be using them ever again after 20 years of doing so. I did also write a review on Trust Pilot, which they responded to publicly, saying that they had messaged me privately (they hadn't). Deeply disappointing and embarrassing for a company as well-known and long-standing (again, at the moment) as this.
June 2025 by Chris Hudson
terrible terrible...never have I encountered such a poor company ...they need outing to the wider world or taken to court ..do not go near them
May 2025 by Camilla
Fitted kitchen that did not fit - Breach of contract - Violation of consumer rights
- Design consultant did a home visit to measure and the measurements on all three walls were incorrect.
- As a result, the kitchen purchased did not fit.
- After escalating through a new design consultant, the store and customer relations, it was finally resolved after 7 weeks without a kitchen.
Additional costs incurred by me include:
- Additional labour cost days
- Takeaways and laundry services from 0 facilities for 7 weeks
- 2 days of time off work to raise complaints and await new deliveries (our initial delivery was cancelled by Wickes by accident?)
Final design involves a cabinet going through the wall that was removed to make it open plan and therefore isn?t flush as the design should be.
Compensation offered - £450. My costs are not even close to covered by this and they think this is an appropriate remedy.
Would recommend anyone in my position to bypass customer relations and contact the ombudsman straight away or seek legal advice.
May 2025 by John Jcb
I explained my situation and was informed I could reject half my order at door and if I had any issues from driver I could call back. I was then informed by another advisor on the 2nd call that I couldn't half the order. I'd need to cancel full order. The delivery driver drove away. Saying he would cancel the delivery and order but neither cancelled it. So I had to call this morning for the 3rd time only to be told neither the 2nd advisor or the delivery driver done as they said. So the girl this morning said she would definitely cancel the order and I'd need to make a new order which will now be out of stock. So all 2 advisors need investigated for lying to a customer. Who still hasn't had the problem resolved. I called again on Saturday and the same thing. Promised I would have full refund in 24 hours. Been saying that since last week. It's now Monday the 12th may and nothing paid into my PayPal or banking account. So I called the Stirling store and a girl took my details and she said she would hand it to her manager and call me back when its done. A member of store staff called me back but told me she couldnt issue a refund as customer service had already cancelled the order. I WILL NEVER SHOP AT WICKES AGAIN) I suffer from depression and social anxiety and this is causing so much grief. I need it sorted and need refund to buy the same stuff from somewhere else.
May 2025 by Lee Revell
As everyone clearly points out
From the top man to the so called customer service. Absolutely diabolical service and even worse customer service.
Was left waiting at home for 14 hours for 5 pots of paint, all because they have a ridiculous delivery system, where they send one from one store, 3 from another. Claiming they only ever keep 3 pots of white Dulux paint at any one store. How pathetic is that from a DIY store
They had 6 in my local Toolstation store today, that's tiny.
May 2025 by Amie Witton-Wallace
Absolutely shocking kitchen service. Never in my LIFE have I experienced a worse service. £16k for a whole heap of pain. Do not buy from them.
April 2025 by Mark Hemmings
I recently ordered some fencing and other items from Wickes. My first and last order. It was a bad start when they sent the wrong fence panels and some plasterboard crushed under 300kg of cement and ballast (please see picture). In addition, several items just weren't delivered. There was no system to identify the fact items were missing - it was just up to me to let Wickes know. There then followed numerous calls to confused and disinterested customer service staff, failed collections/re-deliveries and incomplete refunds. I hadn't imagined a big national chain could be as spectacularly incompetent as Wickes. Disorganised, disjointed and casually uncommitted to achieving any sort of customer care. A truly desperately bad standard of service. On two memorable occasions I had to 'phone the local depot about replacing two of the redelivered fence panels that arrived damaged. It was like a comedy of errors. I spoke to a member of staff, who shouted to another, who shouted to another, who in turn shouted out to someone in the yard. The person in the yard couldn't answer my question and by the time everyone had passed this back to me I had given up any hope of resolving the matter. Quite extraordinary really and a bit mad. If I had shares in Wickes I'd sell them because an organisation this poor can't have a very bright future can it. Indeed, Wickes is so bad it could even find a place in the public sector where chaos and inefficiency are the norm. Needless to say, I'll never buy from Wickes again. If you do decide the order from Wickes please be prepared for the likelihood of a protracted and (very) rocky ride.
April 2025 by Waza Waza
Rubbish delivery left on doorstep driver had signed on my behalf as I was out .. tried customer service in Cape Town useless text book email response won?t use the amateurs again .. on a positive I called store apologetic thus score us for head office customer service
March 2025 by Suzanne M
Customer services at Wickes Head Office is the worst I have had to deal with. A bathroom delivery went wrong with items being missed off 3 times. When I called customer services, as store staff advised, Andy was by far the rudest person I have ever dealt with. He lied about the deliveries, wouldn't let me speak to a manager and told me a delay of a few days wasn't bad as 'it's not like it's weeks'. If that's how they measure their standards I'm not surprised they have people like Andy working there. The store staff were nothing but helpful and shocked by Andy's comments. It's a shame as the products are a decent quality and a reasonable prrice.
