Wickes - Chester Anmeldelser 85

We had found the whole process of ordering a kitchen daunting and also painful (!) due to the prices Wickes competitors wanted to charge and the way many wanted to bundle all the pricing together. Martin at Wickes Chester really went the extra mile in providing us with both a professional design and a very competitive quote and also the confidence in ordering from Wickes. The kitchen is due for delivery in about 5 weeks time so I will post another review post installation - but I feel confident it will all run smoothly.

We ordered a kitchen from the Wickes Chester store and it has been nothing but stress and endless problems.
When the delivery arrived, we were bombarded with 70 boxes. When we later discovered we were missing 2 doors, soft-close mechanisms, and end panels, Wickes actually had the nerve to blame us. They claimed it was our fault for not checking every single one of the 70 boxes while the delivery driver was standing there waiting. This is an utterly ridiculous expectation.
Because of their packing errors, our kitchen fitter turned up and couldn't complete the job due to the missing parts, costing us time and extra hassle.
We have since called customer service over four times to try and get this sorted. Every time we are promised a resolution, yet we still have not received our missing parts.
The customer service at the Chester branch is appalling, and they clearly take zero accountability once they have your money. I want this issue sorted immediately. Save yourself the headache and go elsewhere for your kitchen.

Martin Jones was our kitchen designer at the Chester wickes we are more than happy with the service we got from martin we have a small kitchen so everything needed to work with the limited amount of space we had and the plan that was designed for us really worked great.

We did also visit some other well known kitchen suppliers for quotes and designs but I definitely felt more comfortable with martin we could tell from the start that his extensive knowledge advice and suggestions was really helpful. he never pressured us into anything but kept us updated with sales and offers which worked in our favour as we ended up with a better kitchen and appliances.

So to summarise we are very happy with our sofia kitchen the delivery team where great everything was delivered on time with no damage or shortages
We had our own fitter so can't comment on wickes installation team.

all round great service

We turned up to the Chester store around 6.45pm to look at a Darwen shed that was perfect for what we wanted & it was on an offer. Unfortunately it was not available for home delivery. So the store staff, which included Polly & a very nice young man ( with a pony tail ) helped my husband get it into the back of our car. Polly was especially helpful. Thanks guys ! We will definitely return to this store in the future.

Martin the consultant was very helpful, understanding and designed us things in we wouldn't have thought of.
Ben, the installer was fantastic he arrived at 08.30 every day, was polite and friendly and worked a full day, tidying up as he went. Overcame numerous problems (we have an old house), the final result is fantastic - Thanks to all. This is the 2nd kitchen we have had from Wickes and both times have been excellent.

Simon was so helpful. He was patient, knowledgeable and extremely professional.

The design stage of my kitchen was good and I had no issues at that point.

The installation itself was mostly fine, aside from a few snags, which I expected and initially wasn’t too concerned about.

However, the real issue has been the aftercare. Six weeks after completion, I am still left with a non-working extractor due to incorrect installation, and there are ongoing unresolved issues with both the worktop and breakfast bar.

Communication from Wickes has been extremely poor throughout. Long response times, lack of follow-up, and what’s most frustrating is that delays are being blamed on the installer — who is a Wickes-appointed contractor. Despite repeated attempts to get this resolved, I still have no clear timeline or confirmed dates for when these issues will be fixed.

Overall, while the initial stages were positive, the aftercare has been unacceptable. The only reason this is a 2-star review rather than 1 star is because the design stage was handled well. I wouldn’t recommend based on my experience.

Edit: Following Wickes’ response, I provided the additional information requested. However, I am now over two months on from installation and still have unresolved issues:

Extractor not working due to incorrect installation

Damaged worktop and breakfast bar

To make matters worse, I have today received a delivery for worktop edging tape — but the wrong colour has been sent.

I also raised a formal complaint four weeks ago and have received no response whatsoever.

I have been patient throughout, but the level of service and aftercare I’ve experienced has been extremely poor.

Karen Byrne was outstanding from start to finish. We only needed one bathroom design appointment with her. Karen was experienced and very knowledgeable. Her manner was professional, friendly and welcoming, nothing was too much trouble. I would highly recommend Karen.

Karen Byrne the kitchen designer from the Wicks store in Chester was excellent throughout the process of designing our kitchen. She was patient and informative. She took us through the process stage by stage.The delivery of the product was on time.There was nothing missing.The quality of the product was good and our fitters found her plan easy to follow. Very pleased with end product.

Booked an hour slot appointment last week for first thing Sunday morning. The website says the hour is for getting inspiration and starting your 3D plan. We just wanted to get an idea of what our kitchen could look like and get a quote. Walked in, and was approached by someone at Wickes who said she’s tried to ring me (had no call) and continued with about a million and one reasons why we couldn’t have the consultation we thought we were having. Her attitude was defeatist and undesirable, and we got the feeling that they just couldn’t be bothered.

We were told that the only thing they could do that day was show us around the showroom, which in their words was “limited”.

We were also told that we should have already chosen our kitchen, and that if we wanted a plan and quote, we’d have to book another appointment.

Fair enough if that’s what the appointment is, but if that’s the case the information on site is extremely misleading. Also, a better effort to get in touch with me should have been made to let me know. We basically walked away feeling dismissed and disappointed

Polly was great and helpful in finding products

One word, Simon. I came into wickes after purchasing a tap from b and q. The tap came missing parts which I urgently needed. I came into wickes after trying b and q, plumbing merchants everything and the standard of service I received from this man was PHENOMENAL. he spent an hour trying to get me the right parts. This man was my saviour, I came into wickes stressed and on the verge of tears. I left calm feeling so much better and with a lovely new tap from Wickes (which he didn’t try to sell he just tried every other option even offering to send links for the right parts) after speaking with him I realised that the best place to go is Wickes, they are so educated on their product and are willing to do anything to help. If I knew what Simon drank there would be a big bottle waiting for him. Simon you’re incredible, I honestly don’t know what we’d have done without you! Thank you so much we are forever grateful!

Firstly I would like to thank all the excellent service team at Wickes Chester.

I would like also to express my gratitude to Simon Gemmell for going beyond my expectations to find the correct products to suit my requirements.

Very friendly, helpful and knowledgable staff always willing to go that extra mile to help you. From a warm welcome to cheery good bye Polly and the staff are always great

It was simply the perfect job from Martin's planning and following the operation all the way to Dominic and his team fitting it it. Wickes is absolutely second to none.

Just want to say what a fantastic service we've received today. Jack especially couldn't do enough to help us locate missing tiles. He went out his way, phoning multiple stores making our search 100% easier to locate our chosen tiles.

Where to begin with this company. Anyone that uses Wickes, I hope that your products get delivered in a timely manner and without fault as customer service with Wickes is non existent. I’ve been hung up on, not responded to, spoken to like a second class citizen, all from people who are meant to be understanding, empathetic and show consideration.

Our kitchen was supposed to be delivered way back in October and due to miscommunication it was out for delivery on the wrong date. I’ve been informed that this was my fault, I’ve now requested the recording from the call to be told it will take 30 days to get over the recording to me. Following on from this, Wickes charged us for things that I didn’t need, and got other parts of our order wrong. I was told that this was agreed by us, however we are not kitchen experts, nor did we have the actual design of our kitchen until after we placed the order. We also had kick boards missing, I had to order these twice from the store, who were less than helpful. Everything was fine over the phone, however it took 2 supposed deliveries and close to a month just to get these delivered.

Finally, a list of staff that you should avoid like the plague,

Emma in customer services - hung up on me for asking to speak with a manager.

Andrew in customer services - this person has no business being in his role, absolutely no empathy or care.

Shannon in customer services - was fine over the phone and asked for a break down of the events, however I never received any further correspondence from her.

Wendy in customer services - sighed at me 3 times during initial contact with her on Friday, the first being when she asked for my account number and I told her I didn’t have it. I called her out on this and she simply responded with, I didn’t, where do you go when somebody is so unaware of their own actions?

Tony in customer services - asked for 72 hours to listen to calls and would get back to me. I allowed him this time and called on Friday for an update and nothing. I’ve had to call back again today, over a week later, as Tony still hasn’t reached out.

I’ve also spoken with people in the Chester store, who seemed helpful over the phone, however when it actually came to actioning their words, inevitably they failed to deliver.

Between phone calls, drafting emails and being on hold, I’ve wasted around 20 hours trying to find simple answers from Wickes and to rub further salt in the wounds, they have offered me a £50 refund for non delivery of products.

Wickes customer service and Wickes Chester, you need to do better

Priced £15 to £18k for an 11 x 8 foot galley kitchen not including replacing the floor plastering or relocating wall sockets! Yet the cupboard units cost around £25 each already built? Surely the floor should be done first before the units are fitted???

The kitchen units were ok,but the kitchen installation of poor quality,terrible customer service,units not installed at the correct height(have to use a ladder to access the top units ) and the access to the stopcock was through a hole in the unit visible and unfinished. Had to cover it myself with an ornament. Nor a professional work done by installer.When i finally showed Wickes why i was unhappy,they did not take me seriously and ignored the complaint i made. Have not even had guarantee of the work completed. Will never use Wickes again and will never recommend it either.

Lee at the Chester store was a big help to me. He was able to point me in the right direction with both design and choosing my new bathroom. He was knowledgeable and professional but at the same time friendly. Thank you Lee.