Wickes - Bedford Reviews 

Well where do i start? I Don't think i have ever had a company make me so down and feel so ill more than my experience with wickes has. I used Wickes for my previous house and had a good experience but after this time i will not again. Leading up to the finalisation of the sale the instore team and head office team were amazing, but and a big but, when the sale was completed they both ceased to exist with excuses from your email was in my spam folder or to no replies at all. I had the items delivered in October and checked over what we could see. The kitchen was only being fitted at the end of November. 3 days into the kitchen the washing machine was going to be installed, once the packaging was taken off there was a dent down the whole front of the washing machine and the door would not stay shut which in fact made the product faulty. I emailed the shop i ordered it from to get a reply a couple of days later saying we don't deal with damages only head office does. So i rang head office and was on hold for an hour and a half (this is one of 3 times i had to ring, i don't get why it takes so long to answer the phone) when a colleague answered. After explaining it and discussing it the lady then turned around and said they cant do anything because it is over 30 days and ill have to buy a new washing machine. Bare in mind i have not even used it yet, its faulty and cost me £700. There was no trying to help or anything. I was so lost for words and deflated then the phonecall ended. When i had composed myself i thought this is not right and rang again to wait an hour and half. Prior to these phonecalls i sent an email 3 days before and had no response also. When the second person answered i explained i have been supplied a faulty washing machine so how is that fair. This colleague was a little bit more understanding and emailed me to email him pictures so it can be exchanged. Three days later and no response, by this point im so deflated and run down to trying to sort something that im entitled to and getting no help from head office or store. Mentally i have never been so low or affected before. End of the week and i ring again to another hour and a half wait. A colleague answered and had to catch up on the case. Once she had spoken to her manager there was a resolution but the wording it was delivered was not great. They were going to exchange my washing machine as a gesture of good will, now i do not understand how it is a gesture of good will when you guys delivered it faulty in the first place. I have finally had my kitchen finished and it does look good but the treatment and respect to customers after the money has been taken is something that even i am lost for words for. Customers are not respected or needed after everything is done. I will never use wickes again or recommend due to where it sent my health whilst this process was going on. May sound extreme but when you have alot more going on and this is a situation that should just be sorted straight away as it is not your fault. Being in a customer service role myself, customers are the front of everything and helping them is a massive priority but not for this company.

Update: The Double oven is also faulty, once installed it kept tripping the electrics. Reported on Friday before Christmas to be told can't be sorted till after new year. Well that was Christmas day ruined. Engineer finally came out today 02/01/25 to say the oven is totally ruined and he said he believes it has been damaged in transit. Which would make sense as so was the washing machine. He said The back was all dented which affected the lower element and was causing a spark to trip the electrics. His words were very dangerous, can't repair and could have caused life changing injuries.

The Dishwasher was also dented, so far it works but i won't hold my breath.

Update 08/01/2025: Oven has been refused to be replaced due to I have let them know about the damage within 30 days. I don't understand how i was suppose to know this when the damage was interior and it only happened when it was wired up.

It was nearly closing time when I went into the store very upset about something that had just happened to me outside, nothing to do with Wicks.
James and staff were so understanding and helped me resolve the issue.
They were so kind and I cannot thank them enough.
I didn’t purchase anything but have told everyone how great the team are there which must reflect on their ability with customers.
Keep eating the pot noodles lads!

I went to Bedford branch and the young lady was very helpful. Helped me choose the tiles to go with my existing bathroom damaged by a leak. She fetched a trolley to transport them to my car and also loaded them into the boot for me. A very pleasant experience.

Buying paint today at Bedford branch only had 2 tins & I needed 3. Very helpful assistant Julie checked the stock only showed 2 but advised me B&M across the road did this paint. Bought 1 tin from B&M & bought the other 2 from Wicks great customer service & I could get my job done today. Thank you Julie

Would give 0 stars if this was an option. Company only interested in selling itms, not their customers! From delivery, customer service centre, right through to senior management poor customer service! Will never use this company again for anything!!!!
Don't be fooled by the auto-reply posted to your review. They have no intention on resolving anything! Not sure they even know what they are doing!!!

We are  very frustrated by the lack of care and attention that we are currently experiencing from the Bedford branch, there appears to be no effective complaints procedure.

Our complaint is around a bathroom that we purchased from Wickes back in April this year.
The fitters were Wickes too. We started having problems for the off set with the drainage as the bath taking too long to drain. We contacted Wickes and the installer called P came out and said "  the new baths drain slowly", he did not check properly and it was left. we were not happy with his response,  We knew there must be something wrong with the pipes under the bath which has now affected the basin, this drains very slowly too!!! However we let this go but still in my mind they need to come back out and check properly.

We are now in August and we have been in contact with the designer and someone called B at the Bedford branch promising, they are on to it!!!,  for the past 5 weeks  But no one contacts us back it is always been us ringing them.

We feel we have given this enough time for Wickes to contact us and rectify the issues, and now want to take this as far as we can including the ombudsman.

We Would also like to add that we also purchased a kitchen form Wickes back in 2021 and we received a great service.

I would like to add that Wickes have been in touch and have rectified the problem. thank you