Wickes - Ealing Reviews 54

Superb customer service from Alistair, Vandana and Maryann. I travelled 20 miles as they were showing 1 of a particular item in stock and I needed it that day. Searched all over the store for it, and was about to give up but between the three people mentioned above they worked out it was a mail order item returned to the kitchen department and was sitting on a desk. This was brilliant for me as otherwise I would have had to wait a week for mail order which would have delayed my project even further. Attitude to customer service, particularly by Alistair was superb. Thank you.

No bricks no blocks but a stock check has them as in stock. In store labels show out of stock! Wasted journey.

I am a regular trade customer at wickes ealing for the last ten years and spend a lot of money each week but in the last year the service has got worse I have had many problems with management. the staff do there best to help but the management I have dealt with have had abysmal service I spoke to a woman manager called Stephanie an I was requesting a refund I was trying to explain that customer service advised me to go in store for a refund and she flat out told me no it’s not her problem she wasn’t going to help sighed and was being rude about me to her colleagues in front of me it was degrading and I’ll never come back to wickes again I will take my money elsewhere wickes should be ashamed hiring people like her never met a more disrespectful person that has to deal with people as a job

Don’t order your kitchen from Wickes. They forgot items on my delivery which caused significant delays to my kitchen which was supposed to be part of their “bespoke” service. This incurred issues with my contractors and made the whole experience very stressful. Stephanie at the South Ealing store was very rude when I inquired about the location of my missing items, and said I was “banging on” about missing parts for my kitchen. Not the way I would expect the situation to be dealt with after spending so much money with them. I would recommend using anyone else for your kitchen, and I was particularly disappointed with the customer service I received from the South Ealing location. The delivery team were also totally unhelpful and left the majority of our packages half way up the staircase or outside, and watched us carry our items into the flat, even though it was stipulated in the delivery that we live on the second floor, and I was informed by the design team that the delivery team would be taking our kitchen parts upstairs.

The staff were surly, morose, disinterested, looking at their personal phones, throwing items around, not making eye contact or greeting customers. A very unpleasant customer experience.

Im a general builder with a trade account with wickes and IVE been using wickes for approximately 25years.
Im pleased to say that for the first time in all these years today I found a very helpful and accommodating member of staff that new his product and was exceptionally knowledgeable of what I needed to complete my very complicated task.!!
So this is a very big thankyou and well done to Adnan Ghouri from South Ealing Branch..
Thanks again P Richardson I

I would like to thank Simon Gilbert, the Design Consultant at the South Ealing branch, who kindly helped us rebook an appointment to design our kitchen with Wickes. He provided a great deal of helpful advice about the products and the design process, which we really appreciated.

This was especially refreshing after my disappointing experience at the Hanger Lane branch earlier. Unfortunately, the salesperson (Hanger-lane) there was unwilling to even look at my drawings and insisted that I had to book a home measurement appointment. I explained that I had already booked an in-branch design appointment, but he was not willing to consider this and simply told me to visit another branch instead.

Simon’s helpful attitude and willingness to assist made a big difference, and we are very grateful for his support.

We had a kitchen and bathroom design appointment at Wickes South Ealing. We brought all the measurements from our architects, but the designer was very unhelpful. Although we had the measurements, they weren’t in the exact format he wanted, and instead of offering solutions, he simply said he couldn’t proceed. There was no problem‑solving attitude at all - it felt like a “not my problem” approach. We’ll go to an alternative kitchen and bathroom supplier.

Thanks so much to Wickes South Ealing and their lovely manager Adnan Ghouri. Adnan helped 1st Hanwell Scout Cubs by kindly donating timber and tools which were used to make name plates & complete the Cub DIY badge & also to be used for other activities in the future!

I had a kitchen design done for me at Wickes Ealing by Simon Gilbert on 03.01.2026. He had very good ideas, was knowledgeble and practical. Unbeknowing yo me I overstayed the 90 minutes parking rule managed by G24 and received a PCN for a £60 fine. Thankfully, the operations manager Adnan Ghouri stepped in to get the PCN cancelled. He was so helpful. I am very impressed by his approach to customers, what was a potentially very negative impact (PCN) has been turned round thanks to great personnel at Wickes Ealing South.

Simon Gilbert from Wickes in South Ealing has made this process simple and straightforward. Thanks Simon.

I’m genuinely surprised and disappointed by the experience I had at Wickes Ealing yesterday.

I purchased 7 packs of laminate from this store and later decided to upgrade to engineered wood instead. When I returned the unopened laminate, I had a crystal-clear photo of the original itemised receipt on my phone, proving the purchase was mine, as well as the physical card receipt showing the exact total, date and card number - all clearly matching the original purchase. The only thing I did not have was the physical itemised receipt, which I accept is technically required for returns - that part is on me.

The cashier was polite and helpful and suggested I call Customer Services while in store. I did so, and Customer Services confirmed that an exception could be made if I emailed over the receipt details, which I was perfectly happy to do.

Despite this, the store manager, Stephanie, stepped in and flatly refused the return, overriding Customer Services and citing “store policy” alongside vague concerns about fraud and people doctoring receipts. This was despite:

• The physical goods being returned
• A clear photo of the itemised receipt
• A physical card receipt proving payment
• Customer Services recommending an exception
• The deputy manager openly saying they would accept the return as it was clearly legitimate

Stephanie would not budge. There was no attempt to apply judgement, no interest in the context, and no willingness to acknowledge the evidence in front of her. Instead, policy was applied in the most literal way possible, regardless of the outcome.

Stephanie also told me that the policy requiring a physical itemised receipt is written on the back of the receipt. Usually an avid reader of the back of receipts :), I must have missed this one.

What was most disappointing wasn’t the existence of a policy, but the refusal to apply any discretion at all. Treating a genuine customer returning physical goods - with photographic proof, a physical card receipt, and Customer Services support - as a potential fraud case felt unnecessary and disproportionate. In a world where many retailers now offer email-only receipts, this rigid “computer says no” approach is hard to understand. Imagine Apple handling a return this way - it simply wouldn’t happen.

All other staff I dealt with were excellent, professional and understanding. Unfortunately, one manager’s inflexible interpretation of policy completely undermined that and turned what should have been a straightforward exchange into a needless disappointment.

I won’t be rushing back, and I’ll think twice before recommending this store to others.

If you are interested in seeing the evidence (scanned receipts etc) that supports this review please find the same review on Google which allows upload of images - just search "wickes ealing". Trustpilot does not support links or uploaded.

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UPDATE: Following Wickes’ response below, I provided the additional information requested and engaged further with Customer Services. Despite this, the original decision was upheld and no resolution was offered as they were unable to override the store manager's decision .... go figure! 😵‍💫

Still 1 star I'm afraid...

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UPDATE: Last week we asked Customer Services to ask if the store would at least give us a credit note. At time of writing, 10 days later, and after repeated chasing, the store has failed to even respond to Customer Services's request. Giving up now ... does anyone need 7 packs of laminate, going cheap 😅?

Excellent installation and customer service by Sabir . Really happy with the finish and care. Thank you

Maryam Esfandiani Moghaddam was my Consultant.

Maryam is an absolute Star. She has prepared both our kitchen and bathroom models, stayed overtime at her desk to finish our projects and was and is very supportive with many questions we continue to have.

Thanks a million, Maryam!

Elena Ferrall

Order No: 026237
Excellent aftercare service from Simon Gilbert at the South Ealing showroom.

I had a few follow-up questions about the kitchen I’d purchased and Simon genuinely listened, took on board what I was saying and then talked me through the options available. What I really appreciated was that he didn’t just give an opinion — he explained the choices clearly and gave the pros and cons of each option, so I could make the right decision for me.

Overall, exceptional customer service and advice. Professional, patient and genuinely helpful. Highly recommended.

We have been coning to Wickes a few times now to mix and buy paint.
Every time we try to deal with Julie as she is so helpful, kind and dedicated to give us great advice and service.
Highly recommend and will return.
Thanks again for all the help Julie!

We had a new kitchen from Wickes - the final product looks amazing but the best thing was the skill of the designer (Dhruvi from Ealing) who worked really hard to meet all our needs in a small space. No complaints at all.

Fantastic service. I can’t speak highly enough about the professionalism, helpfulness and friendliness of Adesire who came to our house to review our kitchen requirements. Highly recommended.

I came to Wickes to look at a kitchen. I was served by Dhruvi who assisted me. Dhruvi was very patient and helpful and designed a wonderful kitchen for me. I also got very good discount on the kitchen which she assisted me with. I am looking forward to the finished product. I would have awarded 5 Stars but the customer toilets were disgusting. This needs to be addressed. Apart from that, a great store.

Amazing, friendly service from Julie.
Thank you for your effort when i need product and you go and search