Wickes - Swansea Avis 

My experience with Wickes Swansea has left me stressed and with an unfinished kitchen 6 months on! In August 2024, my ordeal with this company began when I placed an order for my kitchen. While attempting to arrange a delivery date, I discovered that they had mistakenly entered an 'F' instead of an 'E' at the end of my postcode, resulting in a completely different address. I contacted customer service, only to be informed that the error could not be corrected. Consequently, I visited the store to rectify the mistake and initiate the process anew. However, I was told that they could not amend the postcode and was advised to have the kitchen delivered to a nearby location, suggesting that my builder could transport it to my residence!. I was offered no viable solutions and was informed that I would need to reorder the kitchen, and pay for another kitchen and spending another two hours in the store while they re-entered my information. I was assured that a refund for the original kitchen would be processed within two weeks, but it ultimately took over three months, along with numerous phone calls and emails, to receive the refund and eventually going in to speak to the store manager. I am appalled by the company's lack of customer service; the experience has been incredibly stressful, compounded by repeated failed deliveries, damaged items, and unprofessional delivery personnel. I am still missing a cupboard from my kitchen, which has yet to be delivered. After a total of 43 communications with them, including emails and phone calls, I have endured significant stress and wasted time, and my kitchen remains incomplete. My neighbours who have witnessed damaged boxes being literally dumped outside the entrance to my building have been advising others to steer clear of this company, as have my builder, painter, and electrician, all of whom have witnessed the chaos firsthand. I strongly recommend avoiding this company for kitchen orders. I am still financially impacted due to the missing cupboard door, not to mention the emotional toll this entire experience has taken on me.

Awful customer service. Rude and dismissive. When I asked a second colleague for help, the first colleague rudely spoke about me as if I was not stood there. Incredibly unhelpful, was also trying to walk away from us when we were still trying to ask questions about a product in store.

Spent £1600 on a new bathroom in Swansea yesterday, wrong delivery address. Spent over 2.5 hrs on the phone to customer services, eventually spoke to the store the 2 staff members I spoke to were threatening and very aggressive. So basically my bathroom is going to be delivered to another address tomorrow and those 2 could not care less, apparently they are fed up of dealing with customers today. Will never spend another penny in Wickes again. Now trying to get a refund. Next stop my solicitor.

Mateo the kitchen consultant was very knowledgeable regarding the different units and appliances,he gave us really good advice and gave us a very good price,would recommend 100%.

We had a bathroom design/installation done by Wickes in September 2022. The design seemed good and the installer seemed fine, however, the wrong bath panel was delivered. When notified, Wickes delivered another one but did not install it, cut it down to size or apologise for the inconvenience. Since then, a leak from the bath/shower area has occurred through the ceiling below but plumbers have not been able to pinpoint from where exactly and so we can no longer use the shower. This was not an issue prior to the ‘new’ bathroom being installed.
Overall, we’ve been a bit disappointed by Wickes, and on balance would not recommend them to others.

Member of Staff: Steve

Steve provided excellent service. He was polite, helpful, knew his stuff, and showed very good communication skills. Unlike other DIY stores he actually seemed interested in us as customers, and didnt try to hide.

Also Wickes had exactly what we needed, and id say a better variety than other stores. Ill be using Wickes as my priority go to in the future.

Katie, kitchen designer at the Swansea branch was extremely helpful and charming in assisting me and my wife in respect of matters relating to kitchen worktops. Although she appeared to be exceptionally busy due to a temporary shortage of staff, she made the time to explain everything to us in a clear and polite manner. She has management potential despite her recent appointment with the company.

Still waiting for customer service to get back to me regarding my concern also not had certificate for completion. I really don’t know where to start. Wrong items ordered cupboards missing, worktops missing. Left without a working kitchen for three weeks. Constant phone calls not always returned. The only positive note I can say is Steve and Ross the fitters. Took time off for deliveries that didn’t come or wrong items delivered. Still waiting for customer service to phone and waiting for certificate for my kitchen. The end result is good but all the the problems and stress left me not loving my kitchen when you spend 20+k with all costs added you would have expected a joyful experience. Please choose your designer carefully and make sure they listen to you. If I’m honest I wished I cancelled my order when we received so many wrong items and nothing done in the first week ad gone to Leeks for our kitchen 😟

Fantastic service would highly recommend to family and friends

my experience of purchasing a kitchen from you has been a disaster from start to finish and has resulted in hours wasted along with money, a half finished kitchen with mixed parts from other suppliers as you haven’t provided me with replacements and the parts necessary for my order. Not to mention my kitchen designer hasn’t ordered parts needed for my kitchen or measured parts properly for the units that were needed. I wish I’d never bought a kitchen from you so much money wasted and I feel like a mug for ever going with you for our kitchen. Absolute joke of a company and not even a damn apology from any of you.

They couldn't delivery bulk of chipping
No phone call received
I had to call them to ask what is going on ??
And of course refunde process is useless to
Never gonna buy again from them