Wickes - Birkenhead Avis 

Thanks so much to Will for donating items to my not for profit organisation! The donation will be used to provide play opportunites for children across Merseyside! Thanks again

Here is the complaint email I have just had to write:

Dear Customer Service Team,

I am writing to raise a formal complaint regarding a bathroom design and installation purchased from your Birkenhead store. The service provided has fallen significantly short of the standard promised, and the subsequent customer support has been highly unsatisfactory.

Mis-selling and Incomplete Installation
Following a home measurement on 12/03/26 and an in-store consultation on 22/03/26, your designer, Neve, assured us that Wickes provided an "all-in-one custom bathroom installation service" and would "do everything" to leave us with a fully finished bathroom.

During the consultation, we were presented with 360° design images (please see attached: WickesPic1, WickesPic2, WickesPic3) showing a completed bathroom with a painted white ceiling and properly fitted fixtures. We explicitly asked if the ceiling would be painted as pictured and were assured that it would be.

Despite this, the contractor has informed us that the ceiling will be left as bare brown plaster with the spotlights improperly fitted and left exposed. Furthermore, unsightly foam filler has been used to seal a gap where the ceiling meets the wall. I have attached photos (Ceiling1, Ceiling2) demonstrating the current unacceptable state of the work.

Poor Customer Service and Communication
In attempting to resolve this, I have been passed between the store and the Customer Experience Centre (CEC) with no resolution:

Birkenhead Store: Despite multiple attempts since 22/03/26, I have only been able to speak with Neve once. The store manager, Kate, advised me that Wickes does not handle painting and deflected responsibility to the contractor. She dismissed the design images as "generic," despite them being tailored to our specific measurements, and instructed me to contact the CEC.

Customer Experience Centre: Upon calling the CEC, I was told that Kate is responsible for the painting issue and that "logic dictates" I should return to the store. I was given a complaints number (0330 123 4123) which simply routed me back to the same CEC department. It was only after mentioning my intention to escalate to the Ombudsman that my concerns were recorded.

Delivery and Logistical Failures
In addition to the primary issue with the ceiling, the installation has been plagued by logistical errors:

Missing Items: Wickes failed to deliver two boxes of tiles (requiring a reorder) and the shower unit, causing significant delays. The toilet seat was also missing and only arrived a few days ago.

Incorrect Delivery: A bath was delivered and brought into our living room, despite our design clearly excluding a bath. The delivery driver initially refused to remove it, and our contractor had to intervene to ensure it was taken away.

Damaged Goods: The bathroom door arrived with a smashed top corner and had to be replaced, with the new one only arriving today.

Required Resolution
I expect to be left with the finished bathroom I was sold. To resolve this complaint, I require Wickes to:

Paint the bathroom ceiling white, as agreed and depicted in the design plans.

Ensure the spotlights are properly and safely set into the ceiling.

Rectify the exposed foam filler where the ceiling meets the wall.

If Wickes is unwilling to resolve these issues and complete the installation as sold, please issue a formal deadlock letter immediately so that I may escalate this case to the Furniture & Home Improvement Ombudsman.

I look forward to your prompt response and a swift resolution to this matter.

Sincerely,

Adam, Kate and Chris were a massive help today. Such a helpful friendly service for a local school.

The manager of the store, Adam, was so kind, helpful and generous. They were supportive of charity work we were doing and were understanding of the way the store could help. All the staff in the Birkenhead store seemed very helpful.

They were kind ,helpful and welcoming. Adam helped us to get stuff and the range of products in the store was really good. They understood our charity.

Needed a new kitchen and decided to use a designer. Rita was amazing, very professional and friendly. She listened carefully and we ended up with everything that we needed…. Would highly recommend her , her kind patience was much appreciated.. many thanks
Marg and Paul

Staff and Will are knowledgeable and helpful around the Birkenhead store . Great customer service . Well done

Didn’t make it to the appointment as I got a phone call before my appointment basically telling me that they won’t be able help me with the needs I wanted before even knowing the measurements etc and also telling me a price before even knowing the ideas I had, I will never attempt to go to wicks again as this isn’t the customer service I expect!!!

Went to buy some paint in store. There was none on the shelf but I asked a colleague who managed to find some in the back. Very friendly colleague, and also friendly at the till. Always have a good experience here.

Monday morning, needed to see if I could get an earlier delivery on my order. A pleasure to be served by Janine, cheerful chatty and so helpful. It makes all the difference. Thank you.

Great kitchen plan from a blank page to a great design in one visit. The designer was very knowledgeable and eager to get a perfect plan. Thank you!

Very friendly and trustworthy customer service by Will and other staff members.
I found that wood and other items were cheaper than places like Hughes &Grey or B&Q. Will definitely recommend this shop.

Excellent service - Chris was extremely helpful and even organised a discount for the materials we purchased for our charity project at the local Griffin Trust (part of Hooton Park Hangers Museum).

Can’t fault the appt to design a kitchen with limited space. Managed to fit everything in that I wanted and got all the little extras too for an affordable price. Will definitely go back to buy it once I have my move date secured.)

My sister. Order from the worng size door we wait in all day Tuesday from wickes fail to turn up again plus we have cctv

Never bought a kitchen so needed a lot of help and Rita was amazing. She took the time to explain everything and gave great tips. She has made it easy every step of the way with no fuss. Her communication is excellent and to say she is efficient is an understatement. 10 out of 10 for everything. Instillation team sent Ritchie and Tony were just as good giving great advise with nothing to much trouble. We love the kitchen, great product and good deal.

Outstanding service.
Recently had Rita Bosnjak design a new kitchen. The key word there is DESIGN. She didn’t just go along with our initial ideas she looked at the space and, using cues from the structure of the room, made subtle adjustments which completely transformed the feel and look without compromising the functionality.
If you want a great kitchen go and ask Rita to design one for you.

We needed materials to help with tidying up our charity shop premises. Will helped us with advice and a charity voucher. a very pleasant and helpful young man. It was a pleasure to meet him.

Today I had the pleasure of dealing with Will. He is knowledgeable , professional, friendly and efficient. I could not be any happier with my visit to Wickes

Good store with plenty of items. Staff went above and beyond! Spilt some paint in the boot, and Chris came to my rescue. The staff here is what is stand out