Terrible customer service We placed the order on the 16/7/23 at Wickes, Waltham Cross. We were told that it would take 8-10 working days to complete kitchen install. The install was booked for 23/10 with delivery of kitchen booked 17/10. The kitchen delivery was cancelled on the due date with no explanation, and re-booked 21/10. The installers asked if they could start on 20 October to remove old kitchen. The kitchen was removed and placed in our front garden, was due to be collected 23/10. This collection was cancelled due to cost, and sat outside the front of our house until 27/10. We could not get into our rubbish bins and missed collection of household refuse. When the old kitchen was finally collected, the van sent was not large enough to clear it, so we still had a large amount at the front until this was collected nearly a week later. 26/10 fitters informed us there were items missing from delivery, and also damaged items. They were re-ordered to be delivered 3/11 but not fitted until the fitter could fit in visit to do this. Template measurements for the worktops were booked for 1/11 but received a phone call on 30/10 to say it had not been booked, and would have to wait until 7/11. We knew that from date of templating until actual installation could be up to 10 days. This meant we were going to be without proper worktops for a week longer than expected. On 1/11, a rep from Marble Building Products arrived to start the templating even though we had been told that this date was cancelled. We were not ready and had to rush around removing everything from worktops. We were in as this was our lunch break, otherwise he would not of been able to gain access. On 10/11 the fitters removed temp worktops, tap and hob in prep for install of worktops. Work surface fitters arrived and brought all four worktops in. It was clear that the main length of worktop for sink and drainer had been measured incorrectly by nearly 1 inch. After consulting with office, it was decided that 3 worktops in the cooking area had to be returned to the factory, so the main sink section could be remade with the correct measurements. The kitchen fitters had to refit all the temp worktops, tap and hob. When delivery of missing and damaged parts arrived there were still items missing. The fitters then re-ordered them for the third time and we still had cupboards that were unusable. After a phone call to Wickes Customer Experience Centre, I was advised to email any further issues/complaints and to say that it was an official complaint. It was at this point in our emails that we did this. Also, when we were quoted for the installation at Wickes it was not made clear that the dry fit was not the total installation cost. This turned out to be another £3000 extra paid directly to the installers. 17/11 the work surface installers scheduled to arrive between 8am - - 10am. Kitchen installer arrived at 7.30am to remove temp worktops, hob and tap. He left to go to another job. When they had not arrived by 10am we rang the company to be told, actual appointment was between 10am -2pm. Had to inform kitchen fitters this so they did not waste their time returning until they had been fitted. When installed it was too late for kitchen installers to return that day so we were without water and hob in kitchen that evening. The installer returned the following morning to re-fit tap and hob but could not commence with the tiling due to other work commitments. He did not return until the 27/11 and spent the next two days tiling and completing the install of the missing parts that had arrived. On 2/12, removed the plastic protection from the kitchen doors to find damaged drawer front. Contacted customer experience that day and new part was ordered, this arrived on 6/12. We opened the package before asking the fitter to re-fit part, the wrong part had been ordered. Partner had to contact them again to re-order the correct part which arrived few days later. Fortunately, our fitters who throughout the process have been nothing but amazing agreed to return to swap the part over even though the job had been closed off.Overall, install has taken over 8 weeks and we have received dreadful customer service throughout which we feel justified to request adequate compensation. Wickes have offered us a full and final offer of £325, which is pitiful when you think that the kitchen has cost us in total £26,000 including the £3000 paid directly to the kitchen installers. Not only this, it has been extremely stressful and we have had to take annual leave at short notice which is not easy for either of us and spend money on takeaways that we did not need to.
3 months ago
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Wickes has a 1.5 average rating from 1,671 reviews

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Alice, Customer Support

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