Wickes - Rushden Avis 

Outstanding Customer Experience at Wicks Rushden – Thanks to Adam

This morning, my grandfather purchased a lawnmower from Wicks in Rushden. He takes immense pride in his garden, but unfortunately, after assembling the mower at home, we quickly realised it wasn’t going to work for him. He has rheumatoid arthritis in his hands, and the grass collection basket was far too difficult for him to take on and off — even before he started using it. He was clearly disappointed.

We returned to the store about an hour later, and that’s when we met Adam - who was absolutely outstanding. My grandfather explained the situation, visibly deflated and a little embarrassed. Adam immediately put him at ease, listened with patience, and assured us he’d help find a more suitable option. Even though there was a queue forming, Adam delegated to another colleague so he could focus on helping us - a true example of excellent service.

Adam, brought out two alternative lawnmowers from the warehouse and asked thoughtful, practical questions to help my grandfather find something easier to manage. After some discussion, they settled on a different brand that was significantly lighter.
At this point, I asked Adam if we could purchase the new mower and then assemble it in-store, just to be sure it would be suitable - and he happily agreed. That thoughtful flexibility made such a difference.

Adam assembled the lawnmower in under 10 minutes and demonstrated how to attach and remove the grass collection box. Then, he went a step further and encouraged my grandfather to try it himself a few times right there in the store — and to everyone’s delight, he managed it easily!

Adam’s attention to detail, professionalism, and empathy turned a disappointing situation into an experience we will not forget. To top it all off, he even helped carry the mower to our car.

I’m not usually one for comparisons, but it’s worth saying that the service we received the day before at another major DIY chain was the complete opposite. Adam truly set the gold standard.

Wicks — if you’re reading this, please recognise Adam's exceptional service. He’s a credit to your store and a shining example of what a great customer experience looks like.

Thank you again, Adam. You made my grandfather’s day — and mine too.

Warm regards,
M

Aiden was very perlite and so helpful . This is not the first time I received such a good service from him.excellent!

My elderly Mother visited the Rushden store and purchased a Hozelock hose system. However there was no way she would have been able to assemble herself. She asked for help with this and very kindly Gary Ross completed the task for her & she was able to collect the following day. She was more than pleased to. Gary certainly went the extra mile. Fantastic customer service. Thank you Pamela Gell

Went in a few days ago for a few essentials. Staff was very friendly especially joe, he helped me find exactly what I needed to get as well as helping me to my car.Very pleased with not only the product but the atmosphere of the shop and warm welcome from staff.

Went to the store in Rushden as visiting Rushden Lakes nearby .Nice store , always clean and tidy .
Looking for a particular product so asked a young girl , believe her name was Alex . Very friendly greeting , no problem , showed me where it was . Thanks for making the experience a pleasant one

Bought 6 metre roll of radiator foil to reflect the heat, when I unrolled it the sticky pads numbered 5, it looked as if someone had torn off some pads, although the roll seal was unbroken. 5 pads were not enough to do even one radiator,really poor.

Easy. To park, easy to find and purchase what we wanted, staff friendly. The whole experience was off putting. The music in the background was not only loud, but distracting and off-putting. Only purchased absolute essentials. No browsing because of it! Awful.

The people working on the tills were very kind and helpful making sure everything was correct they’re also working hard to raise money for charity I want to Thank Emily and Joe for helping me and my husband find the flooring we needed to get.

Unbelievable. I went in to ask for advice on a plumbing attachment I needed to buy, only to be told they weren’t able to give advice. The attendant even went so far as to say ‘I know what fitting you need but I’m not allowed to tell you’ before walking off!