I’ve had mixed experiences with this branch but on my last two visits the staff were excellent- really through, professional and proactive.
I am writing to express my dissatisfaction with the service I received from Wickes Kitchen Design team, particularly from Marta Szczepanska, who was my initial point of contact. The process started with Marta visiting my investment property in Wembley to measure up the kitchen. After that, I had a follow-up visit at the Wickes Hanger Lane/Alperton branch to finalize the design and make payment. The in-store experience went smoothly, and Marta informed me that the kitchen would be delivered in three separate parts. I left the store, expecting the delivery to go as planned, but the issues quickly began to surface. The first delivery arrived on Monday, and I was immediately disappointed to find that the majority of the items were damaged, with chips and dents. I attempted to contact Marta, but she did not return my calls or respond to my messages. The second delivery arrived on Wednesday, which included a worktop that was also damaged—this time, it was cracked. I took photos and ensured the delivery team did as well. Once again, I called Marta, but she did not answer. By this time, my contractors were already on-site to fit the kitchen, but they found that one of the kitchen drawers was incomplete—it was missing the runners and several other parts. Since Marta was still unresponsive, I drove to the store to speak with someone in person. The staff member informed me that Marta had not ordered the missing parts for the drawer. Fortunately, I was able to purchase the missing items in-store, but this took several hours, which only added to my frustration. The next day, I was expecting the final delivery of kitchen appliances, but it didn’t arrive. I called customer service, only to be told that I needed to personally contact them to schedule the delivery. This was never communicated to me by Marta, and I was lucky I called to find out. Customer service was able to schedule the delivery for November 21st, but my tenants were moving in on November 15th, which was a huge inconvenience. I went to the store to escalate the issue, and I must say that Mathew (I believe that was his name) was incredibly helpful. He assisted me in cancelling the delivery and offered me a discount on the damaged items. I was informed that my refund would take 14 days, which I felt was an unreasonable delay, given the circumstances. While in the store, I learned that Marta was present and at her desk. I approached her, hoping for some acknowledgment of the issues I had encountered, but she simply said, “I was busy,” without offering any apology or showing any concern. After spending nearly £3.8k, I would have expected at least a basic level of courtesy and customer service, but unfortunately, I received neither. Not even a return phone call from Marta. As if the poor service wasn’t enough, I was later informed by email that I would need to come into the store in person to collect my refund. This meant taking more time off work to resolve the issue, and further delayed the completion of my project. While the end product—the kitchen itself—turned out great, the overall experience was deeply disappointing. Home improvement projects are stressful enough, and when customers are spending large sums of money, they rely on the expertise and support of the team. In this case, the lack of professionalism, communication, and customer care made what should have been an exciting project into a frustrating ordeal. I would like to acknowledge the support of Mathew, Hadz, and another female staff member (I regret not catching her name), who were the only employees who genuinely helped me during this process. Their customer service was a bright spot amidst the disappointing experience. I hope this feedback helps to improve the service for future customers.
I have visited wicks many times and I must say I always choose the same employee to help me! Hadz is very friendly, she’s always ready to help, knowledgeable and has a very bubbly personality. She always has good ideas too.
Train your staff because some only know how to stack shelfs. Looks like management gone down the toilet. Customer Service, looks poor from my first visit. Two people had no clue what product I'm trying to purchase. The guy was advising me the wrong product to buy! Avoid, its like they employ people with 0 skills.
My go to for home and school improvement. Always plenty of stock. Very helpful and friendly staff that go the extra mile for you. Also love the 30 minute collection option. Plenty of parking space outside with the gift of either grabbing hot food nearby or getting your car washed. Many thanks John See you soon
Very poor service. No available trolleys. Most of the trolleys tie up in click and collect. I was told to go back out and search the carpark for one. I could not find one. So I left. I spend my £237 at nearby Selco's. Hopefully never to return to wickes again.
Maintaining all the gov guidelines & very helpful staff Found less staff working on weekends and store was very dark .. can understand may be due to cost of living crisis ... But still the working staff was very helpful.. good customer service
Wickes have done us a quality service. From the moment we walked into the store in Alperton we received a service second to none. The missus is happy and so am I. The pictures don't lie. The door completed/ fitted today looks amazing. Wickes 5* service from ordering to the delivery service from Price Xpres on behalf of Wickes.
It's your regular wickes store. Decent prices, sporadic with multifinish plaster but went here to collect stock. Too many builders looking for work at the car park entrance.
Wickes are on the COVID distancing very well in this store. They deserve to one of the leaders from this branch. Well done to all the team. I will be conducting the rest of my project from this store. Geuss what I'm doing ?
Wickes is located at Quill St, Hanger Ln, London W5 1DN, UK
You can contact Wickes at +44 20 8810 6793
You can find directions to Wickes by following this map link
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