Wickes - Telford Avis 

Two years ago, I spent somewhere close to £16,000 on a new kitchen with Wickes. At the time, the service and installation were excellent from start to finish, and quality of kitchen was fantastic, which makes what happened next even more disappointing.

Very recently, I discovered that Wickes had shared some of my account information with a complete stranger (to them). This individual was making enquiries because they were interested in buying our house, which was for sale at the time.

After I raised this issue, Wickes reacted very quickly and conducted an internal investigation and formally admitted that my data should not have been shared, and that GDPR procedures were not followed correctly by a consultant before any disclosure of any information.

For some reassurance, Wickes stated that my case would be used as a training example for staff going forward!

While they acknowledged their mistake, I was more than happy to try and settle without legal proceedings, Wickes offered £50 gift voucher as a goodwill gesture. This was deeply insulting, given the significant stress and financial loss their negligence caused me, never mind that we had spent over £16k with them as a customer. As a direct result of this mistake caused, I incurred circa £1,000 in additional costs related to the complications this caused and to secure our house sale.

Wickes attempted to justify the data disclosure as a “safety precaution” because the individual claimed to be buying a house with a Wickes-fitted kitchen. This explanation is completely unacceptable.

Sharing customer data with a member of the public under these circumstances shows a serious failure in data protection standards - Wickes website states, that personal information is only shared with Wickes account holders.

This matter has now escalated into a legal dispute, which could have been avoided if Wickes had taken proper responsibility and offered an appropriate resolution from the outset, we feel totally let down by Wickes following the outcome of this issue.

My situation could have been a one-off (a very costly one for me), however I would caution anyone when dealing with Wickes to consider how safely and responsibly they handle Customer data.

Wickes Telford gave us an amazing donation of compost and tools for our community garden. The operations manager Michelle Phillips was really helpful and friendly. It was a really smooth process to apply and collect the items. Highly recommend!

I never leave reviews but I felt compelled to come on here and write something for the first time after my great experience in the Telford store today. I would like to say that Gem is, a real gem! She truly went above and beyond to help me and my husband today. Knowledgable and kind, she really is a credit to this store, and a rare ray of sunshine in the customer service field. What a wonderful human being. Thank you Gem for all of your help, and we hope you feel better soon.. pushing through when you’re poorly is so difficult but Gem couldn’t do enough for us despite looking like she needed a hot cup of honey and lemon! Thanks again.

A big shout out to Wickes and especially Michelle Phillips,
T S WREKIN would like to thank you all so much for the donations to help paint the main deck

Wisited Wickes Telford earlier today and spoke to an obnoxious rude employee the staff in question stood out instantly, she had striking short blonde hair styled so rigidly it looked like it came with its own building regulations. When I approached her for help with a specific sealant, she seemed irritated before I’d even finished speaking. She sighed, gave a vague wave toward an aisle, and walked off mid-sentence despite never actually explaining anything.

What struck me most was the way she moved through the store on her phone with this circular way of working, almost orbiting the shelves, making it strangely hard to tell whether she was coming to help or walking around doing laps for exercise.

Her dismissive attitude and unprofessional manner left me frustrated enough to leave without purchasing anything. I’ve always found Wickes staff helpful, which made this experience even more disappointing.

Sincerely,
A dissatisfied customer

Excellent range of stock at good prices. Truly helpful and knowledgeable staff.
Great to be able to buy (eg if not sure what size you need etc) and return (even at another branch) without any quibbles. Very convenient opening times.

Excellent service every time, friendly staff and always willing to do there best to get me what I need!

Fantastic service,The staff member on the till was friendly and pleasant.
I was in and out to collect my Click and Collect order with no trouble at all.

Richard was so helpful with designing our kitchen, he really listening to our needs and what we wanted from the kitchen. He has great product knowledge and really made the most of the space and came up with a much better design than we had imagined we could do with the space. Richard even came in under budget! I’m so pleased with my new kitchen - I can’t thank you enough.

Nick Butler at the Telford store help me every step of the way in adding some additonal units to my kitchen using the Ohio Lifestyle range. He was really helpful with the design and advice on installation. Would definitely recommend!

Here's the review I wrote:

We just wanted to say a HUGE thank you to the Wickes Telford Team. I reached out to them to see if they could help out by providing any equipment or materials to us as a small special needs school and Michelle Phillips got back to us with a lovely response! Wickes could help us out by giving us £100 worth of vouchers to use! This small gesture went a long way and we placed an order for some collapsable wallpapering tables to teach our learners how to wallpaper. Something they had been looking forward to for a while!

A few emails later Delivery was arranged promptly and the pupils helped to set up the Wallpapering area in school. Wallpapering was a big success and the £100 voucher we had from Wickes helped cover some of the cost! It's donations, reach outs and links that really benefit our school community and we wanted to leave a glowing thank you to you so you could publish it and spread the word! Hopefully reading this helps someone else too!

Many thanks again from all of us at Southall School.

I work for a school and Wickes were incredibly generous in donating some resources and the process of receiving was easy and well organised. Thank you so much!

Really helpful staff made my purchase easy and quick. Chas was a real gem.

We have had a horrific time getting our bathroom installation with Wickes. The level of quality in the workman ship of subcontracted workers was poor.

I raised multiple complaints where nothing has been sorted. I have a unit that was fitted which was broken when it was delivered which the installer fitted anyway even when asked not to as the customer service team said not to. He lied to the customer service rep and stated he has replaced the unit with new one. He did not.

We have had delays upon delays with even get the installation started. Once started it took longer that was meant to. We had design team do incorrect measurements causing more work.

We had a major issue where they knocked one of our walls through when removing old tiles.

When requesting an instillation supervisor to visit to view the work it was refused.

Disgraceful work…costing way more than quoted. Lack of care and lack of any respect in legitimate complaints.

Honest, clear and very friendly, and made great suggestions.

I needed an internal door at short notice, along with door furniture. Josh O in the Snedshill store near Telford could not have been more helpful. He was super-quick, efficient and knowledgeable of processes and delivery options. Exceeded my expectations.

Josh O in the Telford store, just so helpful and goes above and beyond.

Katherine at the Telford store was so helpful and kind. Excellent customer service skills.

Went to Wickes Telford this evening to have our kitchen designed. Spoke to Nick who was really helpful and friendly. He was really patient, explained about the kitchens and our options. We will be back in shortly to place the order.

Absolutely appalling service from Wickes. I ordered cladding, and one panel arrived damaged. I handed it straight back to the delivery driver, who told me to contact the store. I did so immediately and was promised a replacement the next day.

The next day came and went—nothing. When I chased them, I was told that no action had been taken, and there was no record of my issue at all. After wasting my time and failing to deliver what they promised, the best they could offer was to send a replacement on Monday, which I refused.

This is completely unacceptable. Poor communication, zero accountability, and a total disregard for the customer. I will seriously think twice before ordering from Wickes again.