Wickes - Edmonton Reviews 46

Worst delivery experience with the Edmonton branch. I arranged to stay home for a delivery of bark chippings and despite receiving confirmation of the delivery, it never arrived. I was given no notice that it would not be coming or any explanation why. I called the branch directly and arranged to stay home another day for it to be delivered as I was assured it would be.

No delivery again - I was told this time it was because the bags had broken! Again no attempt to call and let me know after waiting all day. No apologies offered at any point.

Frustrated with the process, I asked for a refund and was told this would be actioned. Unsurprisingly, nothing was done about this until I called customer service a week later.

Staff at this branch are incompetent and lazy. Avoid!

Placed a delivery last week for today 19th May, was informed night before delivery would be between 10:00-16:00, at 16:00 heard nothing, contacted store and was informed that’s it’s not coming today, I had waited in for the delivery so the plasterers could do the work next day but now has to be rearranged as no materials delivered, no phone call to let me know it wasn’t coming, no explanation as to why it didn’t arrive, just a sorry we can’t deliver today, very disappointing, 1st time I’ve used their delivery service.

Update the redelivery was booked in for today 29th May
I received the text last night delivery would be between 07-1300, received a call from Wickes at 08:30 apologising that they cannot fulfil the delivery today as they have run out of plaster boards and offered another delivery date, now the plasterers can’t come till mid June😬

On the 25/04/2026-The delivery assistant was excellent , and pleasant, and communicative, and helpful. Swift delivery and will definitely use the service again

i found the design of the facilities and expansion to be very impressive and relaxing, the end of my experience was unfortunately overshowed by what felt were misleading and high pressure sale tactics.
during my consultation ,i was told that specific price could not be held because the promotion was ending immediataly .i was pressured to pay a desposit on the spot to secure the deal,which made me feel incredibly umcomfortable and rushed
however ,after leaving ,i noticed that the deal actually runs until 11 may .had i been givrn the speace to consider the offer without being pressured or told inaccurate information regarding the deadlibe ,i likely would have proceeded with the orderon my own term,instead the intraction felt manipulative and left me with poor impression of customer service .
i belived it is important for your team yo know that these hard sell tactics can turn a positive brand experience into nagative one .

Firstly I have always shopped in B&Q but now prefer Wickes as they have helpful staff and better prices.
I returned to the store and asked for Zoe who had previously helped me. Hannah kindly asked collegues on her headset and they said they would get back to her. She asked if she could help so I enquired about some paint which I could not find on the shelf.
Hannah was very helpful and knowledgeable so we came away with what we required.
She took us over to the till. Then mentioned no one had still got back to her about Zoe.
I look foward to hopefully seeing them both soon.
It is so refreshing, to have happy and
friendly staff in retail.

Shout out to Martin – excellent customer service

We visited the kitchen department instore to order a full kitchen and related materials, and we had a really positive experience thanks to Martin.

Initially, when we went to the kitchen section, there was a lady sitting on a chair at a computer. We asked her for help placing a kitchen order, but she seemed quite rushed and not very helpful, advising us to just go to the flat-pack section at the back and pick everything ourselves. This became quite confusing and frustrating for us as it was difficult to locate what we needed.

After that, we went to the till area where we met Martin. Before helping us, he even asked if there was anyone available in the kitchen section, which we explained there was but we hadn’t been able to get the help we needed. He immediately stepped in and offered to assist us properly.

He helped us place the entire order online for delivery, and we were quite indecisive, even changing parts of the order at the last minute after finding a better deal. Throughout this, he remained extremely calm, patient, and helpful, making the whole process much easier for us.

Even though he was busy and another customer was waiting, he handled everything very professionally. He acknowledged the waiting customer, checked with us, and made sure it was okay before continuing showing great awareness and customer care.

Martin was also very knowledgeable, pointing out useful alternatives and offers we hadn’t noticed ourselves, including a sink that came with a tap, which was a great suggestion. He also reminded us of additional items we might need, which was very helpful when putting together a full kitchen order.

What stood out most was his attitude. He was friendly, patient, and never rushed, even though we were taking our time and making multiple changes. He stayed polite and supportive throughout the entire process.

We left feeling extremely well looked after. It’s rare to come across this level of customer service nowadays, and Martin is a real credit to the store. We would highly recommend asking for his help, and we wish him all the best.

In the plasterboard section doing my shopping for materials and over a manger called rahman calling one of the employee a donkey that's why out of order for a manger to say that needs to be gone

How on earth did he last for this long as a manger needs to be fired

Well we have had the most amazing and helpful service in this store. From originally meeting May and her patience with us going backwards and forwards regarding our bathroom refit and getting it exactly right to Faraz the Manager who has been exceptionally helpful to us throughout. The employees in the store are in fact all friendly and helpful but these two are exceptional. Thank you very much for all your help and can't wait for our bathroom to be fitted imminently. Products seem fab too.

My mum who is a frail lady had to receive the parcel as I was not home. The driver who delivered the parcel today around 13.07 pm, the 10th of March 2026, was very rude and not willing to put it inside, saying that it's against our policy. The approach was very unpleasant the way he said it. We are not very happy with the customer service. Hope this can be resolved in a good way.

Exceptionally friendly, helpful staff. Cannot emphasise strongly enough how impressed we were.

I had an appointment with a designer in Wickes, Edmonton at approximately the end of August where I had a bathroom designed for me and I was given an estimate. I paid this amount on a further visit to the store. I then emailed the designer a couple of times (he had emailed me previously) to ask for advice on a radiator that I wished to purchase, but got no reply. I decided to order a radiator elsewhere.
Once the fitter had started work on my bathroom we discovered that a black shower had been ordered, although the rest of the fittings were in chrome. I telephoned Wickes and was told I could return it the next day and re-order another one. When I returned it the following day I was told only the design team could deal with it and they were not in the store yet so I would have to return it later. In the end the fitter returned it as they were going there later that day. That same day the fitter informed me that the wrong toilet and basin unit had been ordered. I again had to telephone the store and say that this would have to be returned and I would need a new toilet and basin unit. I was told that if I ordered these I would receive them in five working days. I paid for them over the phone but then received a link for me to arrange a delivery date. The nearest delivery date was TWO WEEKS LATER. We are a family of four with one bathroom. By this time the only thing left in our bathroom was the toilet. I spent at least half an hour on hold to speak to Wickes explaining this and asking for them to please do a next day delivery as this was no fault of our own. The person I spoke to was very helpful and arranged for the delivery to take just over a week but still I was informed by the fitter that this was too late for the toilet and shower. Surely they must have something in place to rectify their mistakes as soon as possible, especially on something essential like a bathroom!! I was told they had no deliveries in my area until the following week! I ordered a new toilet and shower from Victorian Plumbing at around 3.30pm that day and they were both delivered before 11am the following day!! I submitted a complaints form to Wickes who, to be fair, did keep in touch with me throughout this. Joshua emailed me a couple of times and I had telephone calls from people who said they were calling on behalf of Joshua. I was informed I would be offered a gesture of goodwill once the installation was complete and I said I was satisfied with it.
We had been advised that we could keep our bathroom cabinet as it was a good one. A few days before completion of the bathroom the fitter informed me that if I bought a new cabinet he would fit it for me. I explained that we were keeping the previous one as it was still good. He had not realised this and had thrown it away! Again I contacted Joshua and explained. We then had to buy a new cabinet and my husband fitted it as the fitters had finished by then. It was no problem for my husband to fit this but we were not happy that we had to pay extra for the cabinet. I then received an email offering me £50 as a gesture of goodwill. I replied I could not accept that as we had had to pay just over £250 for another bathroom cabinet. I explained I had not just bought an expensive one on purpose, I had bought it on a like for like basis. I then received an email back stating it was not usual for it to have been suggested that we keep the old bathroom cabinet. I replied that my daughter was with me at the time and she heard it. I was then informed they would find out if this had occurred and get back to me. The last time I heard from him was at the end of last year. I have emailed a few times asking to hear from them but each time I just get a generic email back stating if I have a new claim I have to click on a link and submit the new claim, or if it is being dealt with I will hear from the agent. To date I have heard NOTHING.
Although the catalogue of blunders was extremely irritating, I would have just put it down to experience and make a mental note never to get anything from Wickes again. The straw that broke the camel’s back, however, is the fact that they are simply ignoring me and obviously hoping I will go away. We paid a lot of money for our very small bathroom. We were given an initial quote for Wickes and then an approximate quote that the fitter would charge. The fitter’s quote turned out to be considerably higher than we were informed, so I therefore did not want to have to pay even more money out for their mistake.
I went to Wickes in the first place as I thought I would get a good service. I find it appalling I am now being ignored when I should have the money for the cabinet refunded!
Update 22 March - despite me providing my contact details to Wickes as they requested on 2 march, I still have not received any contact from them. Awful customer service. I will never go to Wickes again and would advise everyone else to steer clear.

Booked kitchen design appointment. It got moved to a different day. I turned up but the designer-Allanah didn’t despite it being in her work calendar. The store tried calling her but no response. Eventually I gave up waiting. No follow up call to apologise. Went to Waltham Cross instead. Yetunde there was fantastic.

This is not Wickes Edmonton fault. This is Wickes as a company. Absolutely abysmal service. Be highly aware of their kitchen discount system. In store are all the sale signs for up to 50% off depending on how much you spend. Ordered a kitchen with this discount - no problem, BUT they delivered wrong items. We took back the unpackaged items but they wouldn’t refund them because we had been given the in store discount. 4 HOURS on the phone in store to customer services who insisted on a refund only but we would have to buy correct items at FULL PRICE. We were on the store phone for 4 hours then to be told we needed to wait another hour to get manager approval. Even the in store staff could not help because they could see the problem but Wickes customers services would not believe them.
Wickes customer services were offering me £80 for a unit that I had paid £175.00 for. Absolutely illegal and have now started a legal case against them.
Below is an email from Wickes via Scott. He mentions that he will try and sort it out, but nothing has been sorted out.
We have phoned customer services another 4 times since. Everytime they PROMISE they have added notes to the system. Everytime we phone back, we speak to someone else who says there are no notes on the system. They also deny knowing the name of the customer service manager whom we have physically spoken to. Have now contacted the CEO Mr. D Wood and have contacted trading standards as well as the ombudsman. Never ever again will I use WIckes,

I am writing to formally complain about a recent design appointment at Wickes, as the experience was disappointing and fell well below what we would expect from a professional consultation.

During the appointment, the designer was very passive-aggressive, repeatedly implying that we were wasting her time if we did not proceed immediately. Pressure was applied before she had even taken accurate measurements or properly understood our space. Despite this, she stated that the bathroom would cost around £12,000, which felt premature and not based on any concrete or verified information.

When we asked for a breakdown of the costs, we were not allowed to see any detailed information regarding materials or pricing, which made it impossible for us to understand or assess how this figure had been reached. Additionally, when we requested a copy of the design to review at home, we were told this would not be provided unless we paid first. For a purchase of this value, we feel it is entirely reasonable to expect transparency and the opportunity to review the design carefully before committing financially. Being pressured to make such a significant decision after only a brief discussion felt unfair and unprofessional.

We were also told that the quote had expired on the 26th and that the price would not be valid if we returned at a later date. However, our appointment itself took place on the 28th, which raises concerns about how a quote could have expired before the consultation had even occurred.

Overall, the approach felt like an aggressive sales tactic rather than a genuine design consultation, and we left with the clear impression that the priority was meeting sales targets rather than helping us design the right bathroom for our home. As a result, the experience left us with a very negative impression of Wickes.

We believe this situation could have been avoided with a more consultative and customer-focused approach, and we regret that we did not have a different designer on the day. We would appreciate this feedback being reviewed and a response explaining how this experience aligns with Wickes’ customer service standards.

Alannah from day 1 went over and beyond with all the issues presented with my new kitchen. She was proactive, supportive and highly instrumental into assisting on all the challenges

Sean our kitchen design consultant was very helpful and knowledgeable .

Rahman was very helpful and professionl. He knows what is doing which is very important.
Thanks

I booked my appointment 10 days before but yet again my appointment was cancelled on same day and shifted to a later time due to some double booking that the designer only realised on the day of the appointment - clearly she is on top of her calendar. I went on time for this later appointment that was rescheduled and was greeted by noone. I texted the designer, got no reply. I asked someone to call the designer, and the reply was that she is in some traffic and she would be with me in 15 minutes. I waited 30mins and left. Noone was at any of the desks in the kitchen section at the time. Clearly Wickes kitchens are doing great business - no one called me back to rearrange nor explain what happened.

Arranged an appointment at the Edmonton store for 2.30pm. In the week leading up to the appointment I had around 6 different emails telling me my appointment had been rearranged. Sometimes the time actually changed, other times it didn’t. It finally settled on 2.15pm the day before. We turned up at 2.15pm and waited for the person we booked in with to become free. After about 15 minutes they became feee but brushed me off to deal with another customer (who didn’t have an appointment). They then proceeded to work with that customer for 20-25 mins, failing to provide an idea of when they’d be available. In the end, we had to leave after 40-45 minutes of waiting, having arrived at the time the consultant had rearranged us for. In the end, we walked across the road to a competitor, Wren, who were able to help us on the spot and have designed our kitchen.

I returned a shed to Wickes Edmonton this morning, it was ordered online. Due to house move etc it didn’t fit into plans. I got someone to go drop it off at the back of Wickes due to height restrictions etc at the front. Marwa the sales assistant took control of everything sorted out the delivery and then phoned customer service up herself to sort out the refund although she was told to give me the phone number. As I think I should have gone through customer service first before turning up at Wickes(stresses of a house move)The call was a pretty long one but she made sure that the shed was going to be picked up from Wickes and then I would get a refund. Her customer service was excellent and top class and way beyond what I expected, as my experiences with other DIY stores hasn’t been great. There was no supervisor about but can someone supervisory at Edmonton store thank her for her help. I did thank her personally.