Wickes - Northallerton レビュー 

AVOID AVOID AVOID

What should have been a straightforward bathroom installation has become a prolonged and exhausting process involving delays, unresolved issues, broken promises and a complete lack of communication.
I have spent months trying to obtain a satisfactory resolution. I have been asked to consider compromises for mistakes that were not of my making, including accepting products that I neither selected nor wanted. After considerable reflection, I have concluded that I simply want the bathroom I originally ordered and paid for.
To make matters worse, I was promised a dedicated point of contact to help progress my complaint. When I attempted to use the number provided, I reached voicemail.
I was also advised that my complaint had been escalated and would receive attention on a specific date. That date has now passed, yet I have received no update whatsoever.
In addition, I am still waiting for:
A discount code promised to me in April.
A field technician visit that was supposedly being arranged.
Confirmation of how and when the remaining issues will be resolved.
The most frustrating aspect of this experience has not been the original problems themselves, but the failure to communicate and follow through on commitments. Time and again I have been given assurances that have not materialised.
As things stand, I am awaiting advice from the Ombudsman because I have lost confidence in Wickes' ability to bring this matter to a satisfactory conclusion without external involvement.
If you're considering Wickes for a bathroom project, my advice would be to think carefully before proceeding. The true measure of a company is how it handles problems when they arise. Based on my experience, that is where Wickes has fallen far short of expectations.
Months of delays. Missed commitments. Poor communication. Still no resolution.

We had a delivery order today of landscape bark and it took a bit of time to do but Steve Holt was brilliant and we got the order sorted out. Very helpful, friendly and efficient service from Wickes at Northallerton,

I am extremely disappointed with my Wickes bathrooms experience. After spending a significant amount of money, and work starting a month ago my bathroom is still not finished. We currently have a part finished bathroom with mismatched items including a toilet and basin which don’t match, and no shower door due to errors made by Wickes, and we’ve been left like this for two weeks with no indication of when mistakes will be corrected.

The level of customer service has been unacceptable.

I have submitted two written complaints and have not received a reply. Despite repeatedly chasing Wickes, the issues remain unresolved and my bathroom is incomplete. The lack of communication, accountability, and basic customer care has been shocking.

I expected a professional service from a national company, but instead I’ve been left with an unfinished bathroom, unanswered complaints, and no indication of when Wickes intends to put things right. I would not recommend Wickes bathrooms based on my experience.

Just had the pleasure of being served by Robyn and Ange in your Northallerton branch.
Both were very friendly and helpful. I wish more shops offered this kind of customer service.

There is an extremely helpful and gracious chap at Wickes Northallerton called Simon. Seldom have I come across such a professional and knowledgeable worker. Patient and understanding, communication was first class from the call into the store and when he was there to meet me. First class Simon. Brilliant

We had the pleasure of the assistance of Adil Ali Akhtar in the design of our kitchen.
Adil was professional and helpful throughout the process.
We felt he was being honest and made some appropriate suggestions for the design. There was no pressure in the sale and we felt well guided and informed throughout.
We are impressed with the overall process do far.

Great experience today. Simon (ex-army!) helped me sort out a decorating issue. Pleasant, helpful and willing to ‘ think outside the box’. Great customer service - golden and rare these days!

I cancelled my order yet it was despatched regardless.. Today I get a message telling me I'm going to get charged for collecting an order that should never have been delivered... Bloody ridiculous

We visited Wickes Northallerton recently as we had decided to have our downstairs loo refitted. We had already had very positive experiences with Wickes over about 10 years - they did our kitchen, bathroom and shower room - all of which we were, and remain, delighted with. All wearing well, too.
Last time we had gone to Wickes at York but we have since realised that the Northallerton branch is handier for us.
We have not been disappointed.
We were welcomed and assisted by the delightful and talented Adil. He listened carefully to our brief and came to our home the very next day to scope the design.
A day later we visited him in the store to choose out fittings and finalise the design over very delicious coffee.
We were told that work could take up to 20 weeks to start but a week later we were contacted by Wickes’s contractor who has made an appointment to come and make the final plans.
We were impressed with the speed and efficiency of Adil’s work but really thrilled with his spark for design - we felt listened to and unhurried.
Thank you, Adil.

This is now resolved as I have accepted a resolution from the customer relations team.

I ordered 23 packs of flooring to be delivered, however I was later contacted and informed that only 21 packs were available (lost stock). I was also told that due to access requirements involving a forklift truck, only 9 packs could be delivered on the Saturday, with the remaining packs to be delivered the following Saturday.

Although this arrangement was inconvenient, particularly as we live 93 miles away, I agreed on the understanding that the balance would arrive the following week.

The 9 packs were not delivered until after 7pm, which suggests there had been sufficient time for the full order to be delivered on the same day. I was informed that the delay was due to someone calling in sick. This resulted in a late return journey of 93 miles.

During the following week, I spoke with Ang, who assured me that the remaining packs would be delivered as agreed on the Saturday. Based on this, we travelled 93 miles the night before. However, when no delivery confirmation was received, I spent considerable time trying to contact the store, only to eventually be informed that the delivery would not be taking place.

We had already opened all 9 packs delivered previously, but this quantity is insufficient to complete the downstairs flooring in our new home. As a result, I have had to place a new order for additional packs to be delivered to my current home and I will now incur further expense in hiring a van to transport them the 93 miles required.

Given the inconvenience, additional costs, and considerable time and stress caused by this situation, I would like to request appropriate compensation. I have been a long-standing customer of Wickes and have always found their service in my local area to be reliable and helpful, which makes this experience particularly disappointing.

This is totally unacceptable. They processed the refund for the remaining packs as a return. I did not return them. They refused to deliver them. I suggest this store is investigated and a stock take is done as they are also losing stock.

Stock listed on website, zero stock on the shelf. Jen made the effort to check high level stock, get the lift and bring it to me, thanks a lot for a great service.

Really pleased with my visit to the store this morning . Steve was friendly and really helpful!

We have just purchased a kitchen from Wickes, Northallerton. Adil (design consultant) was great. He highlighted things that we hadn’t thought about. He was very thorough and made the whole process a very good experience. Excited for the kitchen to be fitted. Thank you Adil.

Excellent experience at Wickes Northallerton today - Angie was very helpful and kind, 5* feedback to her!

I went to Wicks Northallerton. The girls in here are fabulous especially Heather. Nothing was too much trouble. Kind and very helpfull.

Sarah at the Northallerton Branch was helpful and informative. My husband and I really appreciated all her help.

Still waiting for replacement worktop job to be done. How much longer? Almost a year since we reported a fault and we have been storing your worktops since August.
HOW MUCH LONGER? SOMEONE PLEASE HELP SORT THIS OUT
Hopefully Watchdog will respond with some help following my email to them.

This is about my kitchen experience.

Designer from Northallerton store came round and measured up. He gave an estimated price for everything. Was told the fitter would measure everything properly I would be told the actual price if different.
Went ahead with the kitchen. 3 months later was told we needed to pay £2k within 24 hours because the estimated price was very wrong and we weren’t told about it (it needed paying before the fitter turned up in 24 hours to start fitting - a date arranged for months).

Kitchen fitter was very good, probably the best in the region from what the tiler and plasterer said.

However, 4 months after, started noticing small paint chips on 1 draw panel. Only one.
The 10 year guarantee means absolutely diddly squat as they said it was due to poor maintenance/ not caring for it properly.
I argued that I’ve had kitchens for 25 years and never seen anything like it. It is only on one panel and they still wouldn’t replace it. I then pulled out a trump card and said I was following the care advice and sent a photo of a product that complies with their care guide. They reluctantly sent a new panel out but refused to pay for fitting.

It is an absolute joke and it’s like dealing with people hiding behind computers. The customer service is a joke. One guy was so obnoxious the conversation quickly escalated into a row and he refused to help me anymore.

I wish they just listened to themselves. Why would one panel have 15 paint chips on and no other panel in the kitchen have any.

Keanu was the supervisor who refused to do anything for me - probably hiding behind his computer and wondering how to celebrate his 21st birthday.

So, I repeat - the 10 year guarantee is worthless. Just look on Facebook for hundreds of people that experienced the same as me - all complaining about defective paint and the company refusing to help. I even asked them to get someone round to take a look as they would see that it was defective as you could tell the paintwork on this panel was lower quality than the others but they refused to do that.
Also bear in mind you pay £30k for their top line bespoke kitchen and they refuse to replace a panel for £100 retail value, at considerably less cost to them.
As you can imagine, this causes distress - and I don’t understand why they don’t sort it as now I’m telling anyone and everyone to avoid Wickes. I’ve still not had the panel replaced (even though I’ve got the panel, mainly because I can’t do it myself) so everyone can see the shoddy quality from Wickes.

Don’t do it - things are ok when things work - it’s when things go wrong you are really up the creek.

Edit: thanks for the reply but that doesn’t help me does it

I was undecided how to attach brackets to a crumbling wall and steel lintel, very helpful and experienced advice. Job completed and would recommend this store.

From start to finish this kitchen has been one long nightmare. From bad planning from the Northallerton branch with doors that don't open, cabinets too big and too small - its been horrendous. A kitchen that took one week to install went on for approx 3 months and us living in utter chaos. Bad planning/delivery/admin/customer service to name but a few. Wrong delivery's, wrong replacement deliveries, damaged good, replacement goods damaged, unbelievable shoddy workmanship in some areas. Shoddy workmanship replaced with equally shoddy workmanship in some areas. Although the emails from Alasdair from customer services were always polite non of the problems were addressed - just passing messages onto the installers. Telephone calls from abrupt rude person based in Northampton. We had no choice but to use damaged items that the installers have hidden well. If we hadn't used them it could have been another 3 months to get replacements. Pre ordering our kitchen we were told by the planner (Northallerton) to come to me with any problems but when we did he changed his tune and said to deal with customer services. He did nothing to help us except argue and tell us how wonderful he was and carry on with his presales patter.
Only once did one of my emails get taken seriously and that was because I threatened them with legal action. After approx 3 months we are finished with Wickes and will have to live with the problems we have been left with. We have damaged items in our shed that they told us to 'just get rid of them' Maybe we should send them an invoice for storage and disposal! Keep well away from this company if you are looking at a new kitchen. the above is just the tip of the iceberg, there is too much to document on here.