Wickes - Ealing Avis 

Simon Gilbert from Wickes in South Ealing has made this process simple and straightforward. Thanks Simon.

I’m genuinely surprised and disappointed by the experience I had at Wickes Ealing yesterday.

I purchased 7 packs of laminate from this store and later decided to upgrade to engineered wood instead. When I returned the unopened laminate, I had a crystal-clear photo of the original itemised receipt on my phone, proving the purchase was mine, as well as the physical card receipt showing the exact total, date and card number - all clearly matching the original purchase. The only thing I did not have was the physical itemised receipt, which I accept is technically required for returns - that part is on me.

The cashier was polite and helpful and suggested I call Customer Services while in store. I did so, and Customer Services confirmed that an exception could be made if I emailed over the receipt details, which I was perfectly happy to do.

Despite this, the store manager, Stephanie, stepped in and flatly refused the return, overriding Customer Services and citing “store policy” alongside vague concerns about fraud and people doctoring receipts. This was despite:

• The physical goods being returned
• A clear photo of the itemised receipt
• A physical card receipt proving payment
• Customer Services recommending an exception
• The deputy manager openly saying they would accept the return as it was clearly legitimate

Stephanie would not budge. There was no attempt to apply judgement, no interest in the context, and no willingness to acknowledge the evidence in front of her. Instead, policy was applied in the most literal way possible, regardless of the outcome.

Stephanie also told me that the policy requiring a physical itemised receipt is written on the back of the receipt. Usually an avid reader of the back of receipts :), I must have missed this one.

What was most disappointing wasn’t the existence of a policy, but the refusal to apply any discretion at all. Treating a genuine customer returning physical goods - with photographic proof, a physical card receipt, and Customer Services support - as a potential fraud case felt unnecessary and disproportionate. In a world where many retailers now offer email-only receipts, this rigid “computer says no” approach is hard to understand. Imagine Apple handling a return this way - it simply wouldn’t happen.

All other staff I dealt with were excellent, professional and understanding. Unfortunately, one manager’s inflexible interpretation of policy completely undermined that and turned what should have been a straightforward exchange into a needless disappointment.

I won’t be rushing back, and I’ll think twice before recommending this store to others.

If you are interested in seeing the evidence (scanned receipts etc) that supports this review please find the same review on Google which allows upload of images - just search "wickes ealing". Trustpilot does not support links or uploaded.

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UPDATE: Following Wickes’ response below, I provided the additional information requested and engaged further with Customer Services. Despite this, the original decision was upheld and no resolution was offered as they were unable to override the store manager's decision .... go figure! 😵‍💫

Still 1 star I'm afraid...

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UPDATE: Last week we asked Customer Services to ask if the store would at least give us a credit note. At time of writing, 10 days later, and after repeated chasing, the store has failed to even respond to Customer Services's request. Giving up now ... does anyone need 7 packs of laminate, going cheap 😅?

Excellent installation and customer service by Sabir . Really happy with the finish and care. Thank you

Maryam Esfandiani Moghaddam was my Consultant.

Maryam is an absolute Star. She has prepared both our kitchen and bathroom models, stayed overtime at her desk to finish our projects and was and is very supportive with many questions we continue to have.

Thanks a million, Maryam!

Elena Ferrall

Order No: 026237
Excellent aftercare service from Simon Gilbert at the South Ealing showroom.

I had a few follow-up questions about the kitchen I’d purchased and Simon genuinely listened, took on board what I was saying and then talked me through the options available. What I really appreciated was that he didn’t just give an opinion — he explained the choices clearly and gave the pros and cons of each option, so I could make the right decision for me.

Overall, exceptional customer service and advice. Professional, patient and genuinely helpful. Highly recommended.

We have been coning to Wickes a few times now to mix and buy paint.
Every time we try to deal with Julie as she is so helpful, kind and dedicated to give us great advice and service.
Highly recommend and will return.
Thanks again for all the help Julie!

We had a new kitchen from Wickes - the final product looks amazing but the best thing was the skill of the designer (Dhruvi from Ealing) who worked really hard to meet all our needs in a small space. No complaints at all.

Fantastic service. I can’t speak highly enough about the professionalism, helpfulness and friendliness of Adesire who came to our house to review our kitchen requirements. Highly recommended.

I came to Wickes to look at a kitchen. I was served by Dhruvi who assisted me. Dhruvi was very patient and helpful and designed a wonderful kitchen for me. I also got very good discount on the kitchen which she assisted me with. I am looking forward to the finished product. I would have awarded 5 Stars but the customer toilets were disgusting. This needs to be addressed. Apart from that, a great store.

Amazing, friendly service from Julie.
Thank you for your effort when i need product and you go and search

I had a great experience at Wickes in the Ealing branch today. Adnan was incredibly helpful and knowledgeable — he took the time to explain my options and made sure I got exactly what I needed for my project. His friendly and professional service really stood out. Thanks, Adnan!

The store had the products we needed in stock and the service by Kim at the checkout was friendly and helpful. Thank you

Have been so impressed with this Wickes store since we moved to the area and I didn’t know of it much beforehand. Recently however I had the pleasure of being helped out by Adnan, the Operations Manager there - what a superstar. He was so knowledgable and helpful and generally a great guy - an asset to the company and someone who made my day on a couple of occasions now. Thank you Adnan and the rest of the team, keep up the great work.

Super service today from Baldev at Ealing , she really went out of her way to ensure I got the tools I needed while managing the other customers with tact and good humour.

Hanan, the shop assistant that served me, at the South Ealing store, was very helpful and diligent.
I left the shop being very satisfied. nd will definitely shop there again!
Cheers
Carmen

Been doing up my garden for last week call out for Adnan , Imran Dirshe ,and Hanan Ivma they were all very good helping me for what I needed and the young male who drives forklift truck very Imformative good team of staff polite and very helpful will recommend Wickes in Ealing

Today went to buy folding chairs but none available, so I asked Julie for help! Julie was kind enough to have a look at the back but didn’t have any. Thank you for being so lovely, kind and going way out to help me. Julie has such a positive vibe always with a smile. My daughter loves going in there and been served by Julie. Thank you for all your help and for been so lovely. Everyone in Wicks South Ealing is so lovely and helpful, thank you for your hard work.

Great customer service by Adnan
Very helpful

Said, one of the mangers at Ealing Wickes explained the returns procedure on the phone. He facilitated the return, found the replacement item. All done very easily & efficiently. Thanks.