Wickes - Lancaster Avis 

This review is specifically for Wickes Kitchens and not the store.
Wickes Kitchens have let us down so badly writing a review is actually difficult!
First off, the cabinet quality, design and price are all spot on but, installation and subsequent customer service are beyond outrageous.
Their own installation schedule, their terms and conditions, the relevant consumer laws all seem to mean absolutely nothing.
The way we have been treated by Wickes is shocking. Our installation manager verbally admitted he had actually ignored our issues. Once escalated to higher level customer service it just got worse.
We are over 1 year into our kitchen installation and on advice of our solicitor we submitted our case the Furniture and Home Improvement Ombudsman.
Well, what can I say, “on the payroll”!
OMG what a waste of time that was! Ombudsman completely agreed with us and concluded that Wickes was right!
How can you be presented with evidence of all installation errors as assessed by Wickes own assessor , total disregard for our living with an unfinished unusable kitchen with many issues that require the entire cabinetry to be removed, correctly reinstalled and countertops be remade to fit?
So both Wickes and the ombudsman have now gone silent and not responding to emails!
£22k, over 1 year, no end in sight, no response, unfinished incorrectly fitted!
Worst of all since the Ombudsman has sided with
Wickes going to Court seems out of the question!
How can this happen? Who would treat there customers this way and not do everything in their power to make good?
Buy Wickes cabinets only with the intention to hire your own fitter.
If you choose to take their installation service be very very careful, if anything goes wrong they will not do anything to correct it, Absolutely NOTHING…

Jonathon from the Lancaster branch has been Brilliant. Really friendly, good communication skills and really understands his craft.

Can someone please just answer me, just tell me why you are ignoring me. You have left me in a living nightmare, is that not enough, how can you treat people like this? Just refund me my money, what are you gaining from not just giving me my deposit back?

I message, I call, I go on website and get nowhere.

Comment on facebook, instagram or on here, you send a message saying you're sorry and send details, but then do nothing. My name is Helen Walton, Martina is supposedly dealing with my case, though she ignores me, every day I message and nothing. I bought the kitchen from Lancaster, you dont need to ask for additional information in the reply because that is all you need, I am not going to put my address on here, the order number is below.

Just give me my money back.

Instead of a generic message just answer my question, why are you doing this to me?

I wouldn't even give this company 1 Star but thats the lowest i could do
Bought a kitchen which i thought was expensive at the time but my wife was happy with it, we waited 6 months and the week before fitting everything got delivered to our house,the weekend before fitting we gutted our house and did extensive prep ready for the fitters, Monday came and no fitter turned up,they didn't answer the phone and were unreachable, eventually someone from Wickes contacted us to see how everything was going,we told them what had happened and they contacted the fitter to be told he wasn't doing the job,no explanation thats it,we then heard nothing from Wickes for a few days and there answer was to take the kitchen back and no fitting,we were left with nothing and now are in a right mess as have not much stuff left,3 weeks on and Wickes have still not refunded my deposit after we cancelled the whole kitchen, they have my money and keep making excuses as to why they haven't refunded us,there customer service is a total joke, anyone reading this review please save yourself the hassle and buy your kitchen elsewhere

Excellent service, after service was spot on. Home visit to design to delivery was as promised, on time and no issues. Had some returns as not needed to to my choice, no issues from Wickes.

I’ve never wrote a review on Trust pilot, but felt I needed to.
I ordered 10x 25kg bags of cement and the delivery guy carried each bag and put them safely in my porch area,as I was out. It may not seem much to some people but to me he delivered with care with some effort on a hot day.
Just wanted to say he’s an asset to the company. Thank you.

I was helped by a lovely man called Stan at the Lancaster store. He was very good answering queries I had, about the products I was wanting to purchase. He was very patient and helped load the trolley for me.
He is a credit to your store. Well done Stan.

A massive thank you to the member of staff who helped me fix a bit of timber to the roof of my car. Fantastic customer service. A pleasure to shop at Wickes Lancaster today.

We had an absolutely brilliant experience working with Wayne to design our new kitchen. From our very first meeting, he was professional, approachable and incredibly friendly.
Wayne listened to exactly what we wanted and gave us excellent advice to help maximise our space and budget. His experience made the whole process smooth and stress free. If you are looking to get your kitchen designed at Wickes definitely ask for Wayne.

Rude operations manager at wickes Lancaster.
Selling faulty items and then refusing to return.

We visit today the shop in Lancaster and we've been very well impressed by the professionalism and happy to help us from Lesley and Nick. They help us buying the shelves we needed. Many thanks.

Janine was excellent in guiding us through both of bathroom redesigns and recommending local installers who finished our bathrooms to a very high standard.

I would like to give excellent feedback for Mike at Wickes Lancaster. He was extremely knowledgeable and provided outstanding customer service. He went above and beyond to help me, taking the time to understand my needs and guiding me to the right product for my bathroom leak. His advice was professional, helpful, and saved me a lot of time. A real credit to the Wickes team. Thank you, Mike!

We were lucky enough to receive some free bags of topsoil and a wheelbarrow for our school gardening from Wickes in Lancaster. The person who sorted it out transported it to the car for me too. What a great service! We were so grateful for the donation.

Just fitted my kitchen from the Wickes lifestyle range and I'm really pleased with it. Simon Knight, my kitchen designer, from the Lancaster branch was very informative and helpful. The delivery drivers were courteous and delivered my kitchen on the dedicated day.

Woody from the Morecambe branch in Morecambe did a smashing job helping me find all the stuff I needed good to see a young lad taking pride in his work

Great community spirit many thanks for the paint donation!
Prompt and helpful response to My request too. Thank you!
St Patrick’s CE School

Major confusion over deliveries - who from, what date and time, last minute notification, multiple deliveries instead of one smooth delivery with a clear time and date. Customer services shut before texts arrive so you have no chance of talking to anyone to sort out problems. Three days off work to take deliveries instead of the one I was promised. Really poor. No response from email complaint last week. Thought that was last minute but, no, turns out 12 hours is enough notification for yet another delivery. Chose Wickes because I was promised a streamlined service and having had a nightmare with another company for a kitchen refit, I really wanted to avoid the same problems. Not a cheap bathroom fitting either. Fitter didn't attend when he said he would for the initial survey. Had to chase that. No confirmation of fitting date. Had to chase that. Yet more time spent hanging around on the phone, project managing. Over-promise and under-delivery so far. The bathroom had better be worth it by the end of all this hassle. Not that Wickes will care. They just want to take your money and expect you to work around their systems, rather than have any regard for the paying customer.

I applied for some funding via the Wickes Community Programme. All the staff I made enquiries with at the Morecambe branch of Wickes were super friendly and helpful. Gordon approved my application and went above and beyond to help me with my products- some paving slabs for laying a path to improve an overgrown community space. A genuinely lovely chap! Thank you!

The staff member Vicky was absolutely amazing, she went above and beyond in helping me in the Lancaster store, she helped me carry a long piece of wood from my car to inside the store ,to make sure I got the correct one, as there were that many to choose from ,she saved me from a lot of stress I went home very happy but only cos of how helpful and caring she was .