Wickes - Widnes Avis 

I was not sure what I wanted with my kitchen and bathroom design, especially the colour palette but considering it was late in the evening Ben was very helpful and patient. I would like to thank Ben for his time, I did not feel rushed and Ben did his best to fit with my budget. I am so looking forward to next year when the kitchen and bathroom are fitted, new home, new kitchen and bathroom, a new start on life

Regards, Ellie

Absolutely Appalling Customer Service – Avoid Wickes at All Costs!

I genuinely cannot believe how poor the customer service from Wickes has been. Having spent a significant amount of money on a new kitchen, I expected a professional installation and, at the very least, a reasonable level of aftercare. Instead, I have been left frustrated, ignored and completely unable to get anyone to take accountability.

During the installation, I agreed a design amendment with the Widnes Wickes team to add a worktop waterfall at an additional cost of £900. I was explicitly advised that this would replace the existing end cabinet, which would no longer be required, and that I would receive a refund of approximately £450 for that unit.

However, the fitter decided to install the cabinet anyway and fit the waterfall around it, completely disregarding what had been agreed. I am now having to chase Wickes for a refund that should never have been in question. Why should I be financially penalised because their fitter chose to install something that had specifically been removed from the agreed design?

As if that wasn't frustrating enough, I also have a missing shelf which Wickes subsequently sent in the wrong colour. You would think resolving something so straightforward would be simple. Apparently not.

The aftercare service is where this experience has gone from disappointing to absolutely disgraceful.

I have a supposedly dedicated after-sales customer coordinator, who has failed to return my calls despite me leaving two voicemails. When I contact the general customer service number, I am told that they cannot help because I have a dedicated coordinator. THE SAME COORDINATOR WHO IS NOT RETURNING MY CALLS!

So, effectively, Wickes has created a system where customers are completely trapped. The person responsible for resolving your issues doesn't respond, and everyone else refuses to help because that person has been assigned to you.

To make matters worse, when I requested to speak to a manager, I was actually told that a manager can reject my request for a callback if they don't deem it necessary.

I'm sorry, but what kind of customer service culture is that? A customer who has spent thousands of pounds, has unresolved installation issues, is owed money and cannot get a response from their designated contact apparently isn't entitled to speak to a manager unless Wickes decides it's necessary?

The arrogance and complete lack of accountability are staggering.

I have been more than reasonable in trying to resolve these issues directly, but I am now left with no meaningful route to escalation, no resolution to my refund and an outstanding issue with my kitchen.

Wickes seems perfectly happy to take your money, but once the installation is complete, good luck getting anyone to take responsibility when things go wrong.

I would strongly advise anyone considering purchasing a kitchen from Wickes to think very carefully. A kitchen is a significant investment, and customers deserve far better than this.

My experience has been nothing short of appalling. Avoid at all costs.

Wickes, I would welcome an explanation as to why your customers are being treated this way, along with confirmation of my £450 refund, the correct replacement shelf and an actual response from someone in management who is prepared to take ownership.

Absolutely excellent service from David Francis. Designed my bathroom. Very knowledgeable, extremely helpful and took the time to make sure that everything was right. First class customer service. Thank you so much would highly recommend a consultation.

Chris was super helpful when i needed assistance.

Went into Widnes branch twice today, ordered some torus as website wasn’t playing ball with self ordering.
Entering store was met by ever so pleasant blonde lady, she assisted me at first to ascertain why I could not order 4.2 m satin finish torus, seems not available for the moment suppliers issue. The kind lady guided me to someone on shop floor to assist my requests. Vicki assisted my adjustment order to primed finish as unable to order any 4.2mt lengths at all, so opted for 3.6 m in two sizes 119 mm and 144mm.
Unfortunately I remembered if I wasn’t able to purchase the 4.2 m satin then pointless getting different sizes. So called shop to alter order, Chris kindly assisted me over phone but was asked to call in to sign refund. I did this and tried with another assistant in the shop to add one extra piece of turos skirt, system failure as it wouldn’t allow any additional alterations to existing order. Ended up cancelling everything to the re order again exactly what I required once everything had been refunded.
Seems very difficult task for one item to be included or alter delivery order in any way moving forward. Needs looking into as the staff did everything correctly to help assist my order.
After everything that took time the staff whom assisted me were impeccable in their service and support across the board from entering to leaving the store, system needs improving for staff ease of use to armed orders easier.
Weldon to all staff at the Widnes store thanks again for helping out and being totally flexible in meeting all my requirements.

Chris was really helpful and he provided service with a smile, thanks Chris

Great visit to store getting everything we needed. Particular thanks to Chris from the Wickes - Widnes hardware team. He provided much needed adhesive knowledge and guidance leading to purchase. Thanks Chris...amaze, amaze!

Amazing friendly staff they will stop whatever they are doing to help you to reach you goal at Wickes of course nothing is ever perfect but they are only human, though I am crap at names
It is a clean hygienic and safe place to go
There is only 2 things to say one being please make the safe feel appropriated and two to the Wickes bosses can you give Wickes a store cafe thanks :)

I was looking for products to help me prepare and repaint a metal gate. The young man who helped me was particularly friendly, cheerful and helpful. This makes a very welcome change from some other DIY stores where you can never find anyone to advise and help.

Amazing staff amazing shop

Although our kitchen hadn’t been fitted yet, I’m already impressed with the excellent customer service from Lindsey and her colleagues. I’d happily recommend this company

Had 1 tin of paint left over, Chris assisted us and helped us by saying we could exchange it, so we did.
He has a winning smile

Big shout out to Kev the manager. Absolute legend, sorted out my needs in record time with no drama. Can’t recommend Widnes Wickes enough 👍

Chris was really helpful with my purchase and nothing was too much trouble. Service with a smile.

Chris in the Widnes branch was a great help today. Took the time to show me the correct products to buy and very knowledgeable. Top man!

We received excellent service from Dave in Widnes. We have an odd shaped kitchen and he managed to design us a great space that flowed and gave us lots more storage. He was very friendly, gave lots of advice and wasn't pushy at all. We got a great deal and can't wait to have my new kitchen installed

I can’t thank Hayley enough for designing both our kitchen and bathroom, following through the process and coming and checking , when finished, if I was satisfied. Hayley never made me feel guilty when I changed anything and made me feel like her only customer. I feel I have made a new friend. If I could award her more than 5 stars I would. Thankyou Hayley for caring.

We recently had our kitchen designed by Hayley. She was so helpful and listened to exactly what we wanted and made some really useful suggestions. She was very patient and never flinched when I changed the position of a tap a million times! I would definitely recommend Hayley if you're thinking of a new kitchen.

Hayley was so lovely and informative. She put me at ease right away and didn't make me feel daft with all my questions! Hayley was honest and open and I trusted her opinion and advise.

From start to finish, Wickes have provided a truly superb experience for us upgrading our bathroom. Lyndsey at the Widnes store designed our bathroom and advised on a great selection of tiles, fittings and furniture, then input it all in the PC so we could see exactly what our finished bathroom would look like.
Before the work started the whole process was explained from delivery, to specialist work, and what to expect from the fitting team.
Our fitter Joe was superb, working in the summer heat from first thing in the morning into the evening to get the job done to perfection in a timely manner. The finish was absolutely perfect and was exactly how Lyndsey designed it!
Now it’s finished we absolutely love it, and will for sure be back when it’s time to do the kitchen
Thanks Wickes
P&L