Worst experience when returning an item. Feels like an interrogation on an item just purchased 2 days ago. No customer services or any effort to make the customer feel welcome. Won’t be returning again. Other DIY stores do not do the same.
Shopped at wickes two weeks ago. The sales assistant girl didn’t say hello or anything. Just scanned the items and as soon as I paid jumped on her phone. Gave me only receipt for card payment, tried to communicate with her she just didn’t hear, and didn’t even say a goodbye. Honestly really unpleasant experience. Went to shop today, almost similar experience with a guy, but at least he said hello and goodbye and gave me a full receipt, but still, very much glued to the phone. I don’t know what is the policy on the phone use in this company, but it feels really unpleasant to be a customer in this shop.
In November I visited the store to plan a bathroom, the range of fitted units were not suitable for my needs but we went with the design with the understanding that I would be able to change it once I discussed it with my husband who was away working. I was convinced that if I paid a 10% deposit I would be able to make changes or cancel if it was not suitable. On my husbands return we decided to delay the new bathroom for a number of reasons. I called the store several times and eventually got through to my designer and explained the situation. I said that I would need a refund and would come back when we were ready with some changes. I was advised not to cancel as the prices and discount might change. I did say that there would likely be the January sales and would come back. I ended up leaving the conversation without my refund. some time passed and my dad fell ill so my focus was on dealing with that, in between I called the store several times and explained that i needed a refund, each time I would be told i would get a call back. Noone called back so I would call again and would be told the same thing even though I expressly explained that I needed a refund. I was contacted the other week by a fitter and had to explain that my order was cancelled. I am not sure what is going on but I really need someone to take me seriously, why is it so hard to get my money back.
Popped in and booked an appointment for someone to come have a look at my bathroom on Friday evening. The day before, "Nick from Wickes" calls to check all is still good, and I mention we might be interested in doing the kitchen too at some point. He says not to worry, he's happy to measure that up too. The next day he arrives and is super thorough, clearly knows his stuff, and is full of great ideas. He spends a decent amount of time going over details for both kitchen and bathroom. We had an appointment the next day to go over the bathroom but he asks if we can come a bit earlier and then we can have the time to talk about the kitchen too. Sounds good. Nick the superstar had left our place at about 8pm Friday, and by 9am Saturday the next day when we arrived he had complete plans and fully rendered visualisations for BOTH kitchen and bathroom! He'd got into work early and sorted everything for us. Bearing in mind we had also been to various other places to get quotes and while they were fine, not one other person has come close to being this helpful. Now that we had all of the structure sorted, we then spent a couple of hours working out colour/style/accessories/appliances and before I knew it, he'd sorted our dream kitchen and bathroom, and worked out a cost spot on with our budget expectations. It was a no-brainer to put the deposit down then and there! Cannot fault the service. Completely took the stress out of everything. It's yet to be installed but will update. So far incredibly impressed Update: everything was installed smoothly, super happy! Would use again
I usually drive to B&Q through the purley way traffic which is dreadful 9/10. I have been there a couple of times recently and the staff haven’t been helpful and don’t seem interested in customer service. If an item you want is there it’s there and if it isn’t you get a shrugged shoulder but they won’t show you where an item is and they don’t like answering questions and the customer service area is manned like it used to be. I wasn’t impressed on my last visit for this reason. A week later I was desperate for tiles so looked up my nearest shops and up popped “Wickes” in the colonnades. It was much easier to get to and they had the mosaic tiles I needed. The guys who work there are so lovely and helpful I couldn’t believe it. They were polite and willing to take you to the product you asked fer. Between three of them they were trying to help everyone in there. They were a breath of fresh air. The guy who was dealing with me and my tiler asked the manager to do something on the til. He came over and was just as nice. No waiting. No stress and great customer service. This will be my “go to” place now!!! Great staff here.
Not good customer service unfortunately no ones cares to answer any of their phone lines for 3 hours or more and not only this store 2 other as well. Short staff its not excuse in this situation.
This store is run by designers who purposely mislead you and talk you into buying the most expensive and far far too much worktop and then refuse to take them back when they are deemed inappropriate. When we talked to them about it they were rude and just laughed at us and said they didn’t care. Awful customer service…. Awful con artists don’t trust them. Your counter tops will not come made to measure instead you will be stuck with massive slabs of marble bigger than your kitchen itself! And be £6k down. Try magnet or wren or B&Q… definitely not wickes!
It's a very convenient store, with parking near some kids play areas so you can drop the kids and spend some time shopping and can go for a little cheeky lunch or dinner after. They have plenty of stock in store and you can also do click and collect. Usually not very busy either and prices are sometimes cheaper compared to Selco and definitely cheaper than B&Q.
Disappointed is an understatement. I was meant to receive my delivery on the 9th of October. I had asked them to call me 30 minutes prior to the drop off time as I was not living at the delivery address. The driver called me as he arrived so therefor had to cancel the order. After not hearing from them for several days and them not knowing where my order was it was finally redelivered 12 days later. I had made many phone calls within this time to make sure the driver called me at least 30 minutes before the drop off. Low and behold the driver calls me 15 minutes before the drop off so I wasn’t available. I was offered two choices.. leave it at the curb or redeliver - Curb side it was. However, on their website they offer delivery to your front door. This is not true if it’s any mild inconvenience to them. Even after explaining I had a broken finger and was unable to carry any of the items to my front door, the delivery driver simply said “sorry mate that’s not my problem”. I myself work in a customer service driven industry and it’s embarrassing to see such poor customer service from all of the staff involved that I dealt with. Nobody wanted to help or go out of their way to resolve the problem. You have now lost a customer and I will not be using Wickes again.
Bought fence panels from this store and rang the main customer services to deal with problem. Basically they were worse than useless and unhelpful. Went back the this store and the managers could not be more helpful. They saw immediately that the panels were not fit for purpose and refunded. Thank goodness for sensible people.
Wickes is located at The Colonnades, Purley Way Unit 5, Croydon CR0 4RQ, UK
You can contact Wickes at +44 20 3251 0117
You can find directions to Wickes by following this map link
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