Wickes - Staines Avis 

***** PLEASE STAY AWAY FROM THIS COMPANY ***

This is the latest email from Wickes customer care specialists . It just shows you they have no intention of resolving this problem with out ripping you off.
After purchasing a new kitchen from Wickes for over £15,000 that looks like an old secondhand kitchen.

I must add to nightmare we have gone through .
The list of items Wickes have listed on there email below that they say is compensation are the items they should of originally put on their original design, but the designer Charlie lied about what she had done with her miscalculations and design and lied about her mistake and it was eventually proven that she had lied about it.

Wickes Could you please explain how this is compensation after not having a kitchen for over six months after your company made a mistake. We have been having to eat out, living off takeaways and cooking our dinners on a barbecue because we have no kitchen.

If you work out the price for a family of 4 eating out for nearly 100 days it has cost me over £10,000 to feed my family at a cost of £25 per head that’s £100 a day if we had eaten out the full 180 days it would of cost me £18,000 more than this absolute rubbish kitchen I purchased off your company.
When we go out for a decent dinner I don’t have much change left over from £300/-£500.

**** THIS IS THE LATEST EMAIL WE HAVE RECEIVED FROM WICKES****

Good Morning,

Thank you for your email.

My name is Lewis I'm with the customer care team at Wickes, I am looking after this case whilst Calum is on annual leave.

Regarding the settlement offer, we are unfortunately not able to offer £2,205.23 & the additional stock.

Please confirm from the 2 options outlined previously which you would like to proceed with:

Offer 1 of £2,205.23 dated the 10th of June was the refund amount for damaged stock (agreed upon with the customer experience centre) and inclusive of Compensation this would not be inclusive of any further stock or replacement items,

Offer 2 of £1,955.23 was accompanied by the list of stock ****our 2nd kitchen designer provided****, which I will include again below for clarity. Please note this offer does not include any additional compensation beyond the refund or replacement stock.

317300 Barchester Pull Handle Antique Brass x 5
129595 TIV BONE 300mm HL Base Unit x 1
129598 TIV BONE 400mm HL Base Unit x 1
129641 TIV BONE 925mm HL Corner Base Unit x 1
129756 TIV BONE 18mm Decor Base End x 2
129761 TIV BONE 18mm Decor Wall End x 1
129795 TIV BONE 400mm Wall Unit x 1
129801 TIV BONE 600mm Wall Mounted M/W Unit x 1

Should you wish not to proceed with either of these options, he next course of action will be for you to pursue alternative dispute resolution via a relevant third-party such as the Furniture & Home Improvements Ombudsman (FHIO). Please let us know how you would like to proceed and we will assist accordingly.
Kind Regards

Lewis

Customer Care Specialist

Customer Care

Wickes Group Plc

So wickes are basically saying take our offer or take us to court and live with out a kitchen for another six months to a year maybe longer.

This is a company that has no morals doesn’t care about their their customers in anyway and only want your money .

**** PLEASE DON’T SPEND AND WASTE YOUR MONEY WITH THIS COMPANY. YOU WILL FIND PRIVATE FACEBOOK GROUPS AND LOTS MORE TRUE REVIEWS AND PICTURES AND STORIES THAT WILL BREAK YOUR HEART ON HOW BAD THIS COMPANY ACTUALLY IS , FROM SELLING KITCHENS TO BLIND PEOPLE AND RIPPING THEM OFF AND MANNY MORE . THEY TRY SO HARD TO HYDE THEIR BAD REVIEWS FROM THE PUBLIC.

I shop at Wickes in Staines daily and the staff on the front end particularly Rouba, Vasuki and Daisy are very helpful and I look forward to seeing them every day.

Customer service agent that was professional and most of all very helpful.
She knew about everything that we wanted. I will always go back to her when I need anything.I will always tell anyone to go to wickes for good service

Great store. Great staff. Great products. There are to many helpful staff to mention. But Daisy and Barbara are superstars.

Fantastic service from start to finish. Tony Chilton and the team at Triton Bathrooms were outstanding. We had our entire bathroom ripped out and a brand new one installed, and the whole process exceeded our expectations.

From day one they were reliable, punctual, hardworking and incredibly considerate while working in our home, always keeping everything as clean and tidy as possible. The speed they worked at never came at the expense of quality. The standard of workmanship and attention to detail is exceptional, and the finished bathroom looks fantastic.

Choosing a bathroom installer can feel like a daunting decision, as it's a significant investment and you want to be sure you're hiring someone you can trust. We couldn't have made a better choice. If you're considering Triton Bathrooms, you can book with complete confidence knowing you're in safe hands. I wouldn't hesitate to recommend Tony and his team to anyone.

I'd also like to thank Charlie at Wickes, who was brilliant during the planning stage. She helped us design the layout, offered great advice throughout the process, and made sure everything came together before the installation began. Her knowledge and guidance gave us confidence from the very start and really set the project up for success.

I love coming to the Staines branch, the staff are so friendly & always ready to help. They are great representatives for the company & Wickes are lucky to have them. Well stocked store also, so usually find everything I need.

Tony Chilton from Trident bathrooms was the Wicked installer. His work was excellent

Triton Bathrooms installation was top quality
Great communication and on time. Great finished product highly recommended would definitely use them again.

Shockingly inadequate service from Wickes when asked to order extra shower panels (that they mis-measured!), no one answers phone calls or emails. No one seems to know what’s happening and our bathroom is ripped out and the fitters (not their fault) can’t continue until we have these so the job is at a complete standstill and we have no working bathroom after 3 weeks now in the middle of a heatwave!! Avoid Wickes at all costs, one nightmare experience after another. 😡😡

System asked me to rate the design appointment but difficult to rate when they didn’t turn up. According to the staff, designer is poorly - which I understand but late notice and no attempt to reschedule the appointment with a different designer isn’t a great experience.

Iain at Wickes in Staines was fantastic! I am in my third trimester of pregnancy and he helped me carry tiles from my car into the store to return, then loaded new tiles that I was buying back into my car. What a lovely gentleman he is. Thank you so much!

Brought two doors from Wickes Staines shop and also paid for delivery. However, only one door was delivered. The driver who delivered said he has two doors, but advised me to. Supply only one. I tried to contact wickets, no one answered. Driver said he cannot wait, so asked me to call him once he reached back to store. I called him back, as that is the only number I had, he said, he checked with shop, it was a mistake, they will deliver soon. No information from store. So I went back then after 4 days, then I had very bad experience from the staff mainly duty supervisor, she was cumilated in front of all other customers in the front desk.
I went back to the shop to ask about the missing door, but the staff said they did not know anything and that another branch might deliver it. Nobody could explain properly why it had not arrived.
I explained that they had promised delivery and because of that I had already booked labour for the fitting work. Instead of helping, the shift manager became very rude, started shouting, and said, “Who told you to book labour before the delivery came?”
This was clearly the shop’s mistake, yet there was no apology, no responsibility taken, and very poor customer service throughout.
Very disappointed with the way customers are treated here. I was given a door from the shop, that I brought myself to home as the worker waiting. She is not bothered to even say a apology to me. As if I did a mistake. Very bad attitude, as we are beggers.

Charlie is a very pleasant, professional and she knows her job.
We spent a long time to decide what colours and design I would like to have and she was very helpful and spent time with me to finalise everything.

Lisl was very welcoming when we first went into Wickes in Staines. She listened to us and totally understood what we were looking for. The final kitchen plan was perfect.

Les, our installer, was fantastic, very efficient, we couldn’t believe how quickly he completed the job and to an extremely high standard.

We are absolutely delighted with our finished kitchen and would recommend Lisl and Les, and Wickes of course, to our friends and family.

Charlie was so helpful helping us with bathroom units and tiles. She is so patient and nice, managed to get our order sent out much faster. I would definitely recommend her!

Absolutely appalling service and communication. Incorrect designs, failed deliveries, mis-selling and terrible store and regional management. Do not under any circumstances use Wickes if you are looking for a premium experience / kitchen.
Inappropriate design led to changes that regional manager initially refused to authorise (despite being only £58). I had to change appliances to fit the revision at an extra £500 cost to me). Promised new units would be delivered on a given date and didn’t arrive without any explanation. Still don’t have them, almost two weeks into the fit and have no idea when I’ll have a completed kitchen. Store had no idea what was going on nor did the one and only(!) Wickes kitchen fitter on site. Staff have no idea what is going on and you have to call repeatedly to get hold of anyone. Manager is NEVER there and has never called me once to offer assistance.

Also note the extremely costly fitting service Wickes charge is a basic fit, thousands of pound in hidden costs from installer to do the job properly (which Wickes don’t tell you when you sign up).

Finally, when you order an oak larder unit at a list price of over £2,000 on their ‘bespoke’ range, it’s actually cheap chipboard with oak laminate over top and visible screw holes from the flat pack they put stickers over to hide. It is anything but premium.
Absolutely disgusted by this whole experience and will be calling them if anyone answers to cancel the entire project.

The contact referred to below by Wickes is an email sent from a generic customer services email account that you can’t forward prior correspondence to.

What made this visit special was Brandon. I couldn't reach items on a high shelf and all staff were busy at checkouts. I found Brandon who was working well away from the area. He kindly left his task and not only brought down the items I wanted to view but gave me excellent advice about the paint I was choosing. I am happy with the product and even more happy about the assistance Brandon gave - at all times polite and pleasant. Thank you, Brandon.

Was really happy with my experience at Wicks, Charlie was very helpful nothing was too much trouble , I was well informed, and answered my questions , found her very professional

We were pleasantly surprised by the enthusiasm and engagement of our Wickes designer, who was very helpful, flexible and easy to work with. All obstacles - and there were a few, all external factors beyond our control - were resolved with a calm efficiency and professionalism. The external fitter was friendly and competent and nothing was too much trouble. Communication with the Customer Experience and Warranty teams was superb. Overall we were very pleased with the service and quality of workmanship. Would we use Wickes again? Absolutely.

Very efficient, friendly experience. No pressure, just professional guidance.