Wickes - Alton Reviews 311

Yvette and tony were excellent and helped us get exactly what we needed

Alton store

Kyle

Sam was knowledgeable and helpful and put in a huge amount of effort and time in supporting us to get a better understanding of what we could do with our bathroom.
He was friendly and motivated and communicated quickly
Very good service!

Member of staff called Guyo was so helpful. We went in store for a power tool that was on offer and could not find in store. We approached Guyo, as this man has been so helpful on other occasions, and asked him if he knew where it was. Out came his computer, stock said one available & off he went to find it. Boiling hot weather & he still goes above & beyond to help us. What an absolute credit he is to Wickes Alton .

George at Wickes was helpful, very friendly and efficient. He was always smiling and deserves a pay rise..

Cracking team as ever especially Peter W and Guyo who couldn't be happier to help!

A pleasurable shopping spree made so by Jon,a top man.Helpful and cheerful

Peter & Guyo couldn’t have been more helpful and friendly to this DIY novice. I went into the store with just a photo of the problem (broken plug in sink) and left with the right parts, great tips and advice and the confidence and motivation to get the job done.

In a world of online shopping and self serve tills - this was a welcome touch of genuine customer service - I’ll be back next Sunday with my next DIY challenge for sure! Thanks guys

As always the staff are helpful
Guyo didn’t have the knowledge to help with one thing I needed. So he introduced me to Yvette. Who was knowledgeable and help m to find what I needed and where to get it. She managed to do that without making me feel like a fool. Thank you
Whilst that was happening Guyo in his usual cheerful manner dealt with the other bits I needed.

Guyo was great from start to finish. I was outside looking for some sleepers & he saw I needed assistance. Asked if I needed help and I explained the scenario. Guyo informed me of my options, and I told him I needed to go find out correct measurements. 30 minutes later, I came back to the store, knew exactly what I needed & then went to the desk to place my order. The colleague then called over (funnily enough) Guyo, who then took me step by step placing my order, making sure it was correct and arranging next day delivery. Guyo made the whole experience from start to finish seamless, and throughly deserves the recognition. Thank you Guyo, and it most certainly encourages me to come back and shop with yourself.

Peter W gave us great advice and a lot of his time talking about the various kitchen cabinets and the different surfaces and their qualities. Very helpful.

Ordered sliding wardrobe doors. The sales person, Sam, was excellent.

Peter Ward a staff member having worked with the Design Team gave us invaluable advice to how to change the filter on our kitchen boiling tap and saved us time and money which the tap manufacturer failed to do. We are truly grateful to him he is such an amazing member of the Wickes team and always solves our problems with great after service and care as customers. He must be a highly valued member of the Alton Wickes team we know who to go to when anything else gets beyond us. Also a real gentleman.

My wife and myself was helped by Guyo a very experienced man extremely friendly help we had from him.
(Very happy worker )

Peter was really helpful. We are in the early stages of planning our new kitchen, he was able to help us with all of our queries.

The young lady on the till was very cheerful as well. A good visit to the store.

Peter was incredibly helpful. He helped us find all the materials we needed for our job at the best price. He had great knowledge and passed us onto another great colleague George to place our online order.

The staff there is very knowledgeable and helpful. They will go that extra mile to make you feel valued. They have all the time in the world for you. I met Guyo there, who was found time to find all things that I wanted, offered me advice and opened my trade account within minutes and saved my 10%. How wonderful!! All the other staff there is equally helpful. We'll deserved 5 star!!

The most shameful service, incompetent designer and installers, incorrect products sent, products not sent despite emails saying they would arrive, and now, nearly six months after paying in full, we have a utility room that is seriously sub-standard.
I even wrote to Mr David Wood, Chief Executive of Wickes Group, nearly a month ago, but despite him asking an Operations Manager to contact me, who in turn appointed a Specialist Customer Care person to get things sorted, I am still waiting.
It is beyond disgusting!
This review is long and involved, but I urge you to read it carefully as it could save you a great deal of heartache and trouble. Avoid this company.
Here we go, what a sorry saga!
1. The design for the utility room was incorrect. Measurements were inaccurate and didn't take account of the pipework behind the existing units. The unit specified by Wickes was too narrow for the water softener.
2. Paid in full towards the end of October 2025 and the issues remain unresolved. Basically it seems as if the Wickes strategy is to ignore the customer in the hope he/she will go away. I will not stop until there is a satisfactory resolution and I urge you all to do the same if you have issues.
3. Next step was to appoint installers and have them visit and carry out a survey. The first one couldn't do it, the second one raced up our drive so fast in his Porsche 4x4 that we wouldn't have had him near our home, the third one said we were out of their area, the fourth one declined two days before he was due to start "for personal reasons", and the fifth one said yes and then declined because his wife was due to give birth. At this point my wife and I went back to the Alton branch to cancel the order and get our money back. There we met the only helpful Wickes employee in the many we have encountered. She knew of an installer who had had a job postponed, tracked him down and arranged for him to do the job, albeit in two stages and with a tight deadline as he had a holiday booked.
When he started he saw straight away that the design was incorrect and that incorrect items (unit, work surfaces) had been specified that wouldn't fit. Bear in mind that three of the five installers did carry out surveys and not one of them picked up that the measurements on the Wickes produced design were incorrect.
4. Replacement work surfaces and a wider unit were duly ordered, but the unit sent was the wrong colour, so another one had to be ordered. The work surfaces arrived but the delivery company had no paperwork to take away the original, incorrectly specified work surfaces. They were persuaded, eventually!
5. When the units arrived, there were also two large Hippo bags, so I queried why. The installer told me that Wickes builds in a sum of money for waste disposal, but although it is buried in the small print (page 14 of 18 pages in my case), the subject of waste removal, and costs for it, was not mentioned during the sales process. I am sure most people would be pleased to be offered this service, and I get why Wickes would want waste from their projects disposed of legally. So why hide it in the small print? Why not make a virtue of the service. I didn't need the waste taken away, so I fought hard to get a credit against the undisclosed cost, all to no avail. I was finally told it was a "mandatory service", so I accepted and asked for the waste to be removed. I asked over a dozen times, and it was only when I wrote to the Chief Executive that it was - finally - taken away.
Back to the saga!
6. The tap didn't arrive with the units and came later. The sink didn't arrive, but Wickes sent me an email saying the sink would arrive the following day and that the delivery company would text me with an ETA. No text, no delivery, no sink, but a wasted morning. I did contact two people at Wickes but neither one of them responded.
7. Then both a text message and an email from the so-called Customer Experience team came inviting me to reply if I wanted a call from them. I replied to both, saying "Please call me", but of course there was no call from Wickes.
8. While on holiday on 16h February I received a call from another Customer Experience person at Wickes who asked for me to send pictures of the waste. I arranged these with the housesitters and duly emailed Wickes with the pictures. Nine, yes nine, days later the same Customer Experience person asked me to send him pictures of the waste, pictures I had already sent. What a shambles!
9. I then called this Customer Experience person and asked, quite forcefully I admit, but not shouting, "What's going on?". He took exception to this and hung up.
10. The remedial installers came but short of ripping out large sections of the units they couldn't put matters right. Their fix for one issue is a bodge.
11, And the specialist Customer Care person still hasn't sorted out the issues. I have chased!

Customer service was exceptional, both Peter and Anya ensured I had the products I needed and helped me sign up to a trade-pro account.

I wanted nuts and bolts of a specific size of which some where available but others not, after asking a member of staff (Peter W) for assistance I had all I needed. I was extremely impressed with the help and support I received and with the way all the staff conducted themselves from Peters enthusiasm to help, to the polite and pleasant manner of the cashier.