Wickes Kitchens and Bathrooms London, Muswell Hill

Reviews

1. Ben W ★☆☆☆☆

   The worst experience I've had with a company. I chose Wickes Muswell Hill because they’re a well known brand. I wanted reliability and the reassurance of follow-up if anything went wrong. They have made so many mistakes, mistakes on mistakes on mistakes that I've genuinely wondered if they were being deliberately vindictive. I'm now 6 weeks in (It was meant to take 9 days) - and the job still isn't complete because they're incapable of sending out the right bathroom parts. This company left me without basic sanitation for almost two weeks - forcing me keep knocking on my neighbour's door for day after day or getting the bus to Pure Gym for a shower. Eventually I was given a temporary toilet and a bucket to slop it out. I had no shower for over a month, no sink - nothing. I’ve been charged for multiple items I didn’t order, with the burden on me to wait in all day for couriers to collect and return them. I’ve lost income taking time off to try and fix the chaos. At one point, two separate couriers were sent to collect items - but no one at Wickes could tell me which courier was collecting what. They sent me two toilets and when I called had no idea what they'd sent me. They sent out a black shower arm and a chrome shower head then went quiet on me, forcing me to chase that like I've had to chase everything. The staff in the store are a nest of salesy bros who abandon you the second they've got their commission. Then you're left to the Kafkaesque Customer Relations team who essentially tell you things are being sorted when they're not. You're told things are being sent 'asap' and weeks go by. The builder has been amazing and has shared my frustration throughout this. But with Wickes there’s been zero urgency, zero accountability - just relentless incompetence and dishonesty. I was even lied to about a discount (because of the issues 2 weeks in) - it was presented as a grand gesture of goodwill, when in fact it was made up of a smaller discount and money I was already owed for items I never ordered. I only uncovered this after chasing for documentation because you have to chase everything with this company. 17th April and the bathroom is still unfinished. Forty-two days later, and there’s no end in sight. Nobody seems to know what’s going on. Nobody steps up. You're passed around to different people with no join up. You're told things are sorted out when they're not. I've had to source items myself - like radiator valves - because I no longer trust Wickes to provide anything correctly (they sent me two sets of incorrect valves, charged for both) To be clear - a job that was meant to take two weeks is now stretching into its seventh week. I still have no answers. I've been told the missing bathroom pieces are on their way, have been escalated, but they haven't. Nothing is arriving because they don't really care. I wish I’d checked these reviews before walking through the doors of Wickes Muswell Hill. It's a grim relief to see I'm not alone in this. And today, after being ignored by customer services once again, I’m writing this out of sheer desperation - to warn others to avoid this shop and this company. Maybe they think they're just too big to fail. Maybe they are. So all I can do as their customer is warn you not to use them.

   1 year ago
2. Stefan Witton ★★★★★

   We have had a great experience with Wickes in Muswell Hill. Our representative Mitchell is a lovely guy, very helpful and well informed. He was able to supply everything we needed and suggest alternatives where necessary. Thanks!

   1 year ago
3. Jocelyn Cunningham ★★★★★

   We were lucky to have Mitchell design our kitchen for us - he was an excellent listener and problem solver and it looks great. We have been to other similar kitchen designers and we received nothing like the care and attention he offered us. I recommend him highly.

   1 year ago

1. Jonathan Fraser ★☆☆☆☆

   Customer service is laughable. Honestly, a person called John in their customer service laughed at me. Shakil ordered the wrong appliances. I had to buy the correct ones for myself. After three weeks of trying to organise a collection and refund, John laughed at me and said it wasn’t his job to sort it. So I’ve paid for an appliance I don’t need, can’t get rid of, and they won’t refund me. TERRIBLE

   almost 3 years ago
2. Kat A ★☆☆☆☆

   Spoke to people at this branch numerous times that I need either a new bathroom & shower fitted or a wet room for my elderly father who had fallen trying to get I the bath. My dad also has dementia so asked that all information must go through me. Was promised an 8-10 week wait for installation only to be told 4 weeks before that it would be delayed from July to October! Then they said they would get a new fitter but was let down again by lack of communication or they would speak to my dad who didnt understand! We paid upfront for the whole bathroom as needed it to be done ASAP - ended up getting a full refund but no wetroom for my dad which is what we needed more.

   almost 3 years ago
3. Christine K ★☆☆☆☆

   I don’t know how this branch is still operating. It is staffed by some lazy unprofessional people who, in my case, really didn’t want to make a sale. I needed to buy a new kitchen and two new bathrooms for a house renovation. After days waiting for someone just to respond to my inquiry, a man came to my home and proceeded to tell me that since I was changing the walls in my kitchen, he was unable to measure or provide any design services until the new walls were in place. He refused to take a look at the existing bathroom that would have no structural changes. He seemed to expect the builder to get everything ready in the house, then he would come and measure, we would place an order, and our builder would sit around twiddling his thumbs until the units arrived. To top it off, he looked at my contact details on the form, then asked, “do I have the contact details for the decision maker”, pen poised ready to write down additional information, as if no woman could possibly make such a big purchase on her own. I ended up going to other kitchen and bathroom suppliers who didn’t insist on all of the structural work being done before helping me and it was such a massively different experience.

   almost 3 years ago

1. Nishma Jethwa ★☆☆☆☆

   Please don’t buy anything major (kitchens, bathrooms etc.) from this supplier. I know it’s tempting due to the price, discounts and all their promises during the sale but they have caused us SO many problems with their mistakes and outright lied about numerous things. It’s not worth it - it will delay your project and cause you so much undue stress. I hardly write reviews but I had to for this as I cannot in good conscience let others experience what I did. To be clear these are just some of the issues we experienced: • When ordering and paying the salesman (Shakil) said the delivery would be done in 3-4 weeks. After we paid he changed his statement to say actually the survey might be done in 5-6 weeks after which we would get delivery. • Despite being told that they would call me to make an appointment, I had to chase Wickes several times in order to get their surveyor in to do the measurements. This delayed delivery of the goods and ultimately the work start date. • The measurements in my kitchen were not accurately communicated between the surveyor and main office so I ended up having a smaller worktop than makes sense for my kitchen. This ended up creating major plumping work for us to make sure everything fit. • Despite giving a clear quote during purchase for installation, the surveyor eventually doubled this quote due to “specialist works” required. Even Shakil was shocked by this and promised to help sort it out but never did (in fact I was ghosted on email numerous times - he seemed to be on leave whenever I tried to contact him). Luckily we found our own installer for a reasonable price. • Since we found our own installer, we were due a refund which wasn’t processed for over a month - again I was ghosted on email by Shakil and met with confusion on calls by other employees. • They ordered way too much splash back given our measurements. We only properly realised on delivery and are will now try to see if we can return it. • They sent the wrong colour skirting so now we’re re trying to see if they’ll replace it but again this will cause delays in completing the work. • They advised us to buy a non standard hob without telling us it required special wiring (despite this being on all the sales websites). We are now trying to exchange the hob but this will also caused further delays in our work. It’s been a very stressful and disappointing experience on the whole so please think carefully before purchasing from them.

   almost 3 years ago
2. Festina Lente ★☆☆☆☆

   The designer got the dimensions of the kitchen wrong and made mistakes when planning the layout, despite having made measured the dimensions of the kitchen in person. They were also unable to accurately calculate the tile surface area of the relevant space. No discounts were applied to their offer, despite Wickes' 50% seasonal offer; we were later informed by another Wickes branch on that a 50% discount should have been applied. We were not informed of additional offers, including the 4 for 3 deal on appliances, and a 10% discount voucher on finishing touches. The designer was very aggressive about 'closing the deal' on the spot without giving us any printed and itemised quotes to consider.

   almost 4 years ago

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