Name: Wilko
Rating: 2.56

“ALL ROUND DISAPPOINTED IN STAFF FROM LOCAL STORES! ABERGAVENNY - PONTYPOOL - CWMBRAN - NEWPORT( STORES ) The area managers need to put the staff in these stores in their place... this include duty store managers also.. they treat us customers appallingly when considering we are the customers.. shame on you Wilko.. All the staff need retraining in customer service skills in these stores from what I've experienced from over the last year or so.. Hence the reason I'm writing this experience review to make other customers aware if they aren't already aware..... To Start.. From asking a simple question to a staff member in store if they have a product in stock if not showing on the shelf.. then you'll get a blunt NO from staff And even from the duty managers because they can't be bothered to look out back or on the system , This is so obvious to see there is no helping the customers needs from staff members... Then to returning a faulty or unwanted / unopened item you'll get asked questions making the return of the item a uncomfortable experience , Plus, they don't like it when asked will they hold back a large item in store if you can't carry it home at that time of shopping and we need to bring a car back to collect the item instead of carrying it home for Eg,, All you'll get from instore staff is... Unwillingly Umm well we will hold the item back BUT to warn you our policy is only '' Same day collection '' and if not collected that same day the item will go back out on the shop floor by end of the day regardless.. but more often they'll totally refuse to hold a item back from my experience... When they do refuse to hold a item back in store they normally state its because of company policy on '' reduced sale items '' even though they have refused holding a item back for me when not a '' reduced sale item ''.. so its just unhelpful staff mainly, So be warned,, if you can't carry home a in-store item for some reason that your in-need of and there is only one item on the shelf and a staff member Do happen to agree on holding a item back for you, and its only one hour from store closing time and your not back to collect that same day, then the item will go back on the shop floor regardless.. they don't care about the customers simple. Staff don't go out of their way to help customers in these stores from my experience . This is just a few things I've experienced from these Wilko stores over the year or so, , bet it's the same for All the other Wilko stores around the country.. I've shopped in these above stores well over the last year so many times for all my everyday needs and items for projects etc,, NO MORE,. I'm not giving my money to be treated like this... They need to remember.. Good customer service keeps customers happy.. make the customers unhappy you'll force customers away and your business will go down hill slowly... Many of my family member also uses these stores for their everyday needs and they have the same opinion unfortunately,”

Helpful Report

Posted 6 years ago

“- WARNING - If You Lose Your Receipt On A Wilko Own BRAND item Bought Instore and it's Un-used or Faulty DON'T EXPECT A REFUND OR EXCHANGE! Myself and Lots of customers are very Unhappy about this I've read all over the web, Wilko will NOT refund let alone exchange for no items bought in-store if you don't have the receipt simple, Not even their OWN BRAND items.. So if you purchased the wrong item by mistake keep your receipt very safe / dry / out of sun light for it NOT to fade etc, Other wise it's TOUGH LUCK from Wilko and your stuck with the wrong item purchased!! Another way Wilko's respect their loyal customers But it's Another reason for us customers to make our purchases else where from now on before deciding to shop at Wilko.. before long Wilko will push most of their customer to shop else where turning against customers, it's a matter of time! (( Stay loyal to your customers and your customers will stay loyal to you ))”

Helpful Report

Posted 6 years ago

“- WARNING - If You Lose Your Receipt On A Wilko Own BRAND item Bought Instore and it's Un-used or Faulty DON'T EXPECT A REFUND OR EXCHANGE! Myself and Lots of customers are very Unhappy about this I've read all over the web, Wilko will NOT refund let alone exchange for no items bought in-store if you don't have the receipt simple, Not even their OWN BRAND items.. So if you purchased the wrong item by mistake keep your receipt very safe / dry / out of sun light for it NOT to fade etc, Other wise it's TOUGH LUCK from Wilko and your stuck with the wrong item purchased!! Another way Wilko's respect their loyal customers But it's Another reason for us customers to make our purchases else where from now on before deciding to shop at Wilko.. before long Wilko will push most of their customer to shop else where turning against customers, it's a matter of time! (( Stay loyal to your customers and your customers will stay loyal to you ))”

Helpful Report

Posted 6 years ago

“Take heed when entering a Wilko car park; the Company takes no responsibility for it. They are happy to allow their management company to fine you £85 for a supposed 3 minute over-stay on their land, rather than retain your future custom. Very strange attitude when they will lose thousands of pounds as a result.”

Helpful Report

Posted 6 years ago

“I would give zero stars if I could I have placed 2 online orders with next day delivery neither arrived next day . Customer services not interested just said they had not even dispatched the items . Then received an email stating half of one order was cancelled no reason as to why again customer services unhelpful just stated I guess the items are out of stock even though when I place the order all items had over 7 showing in stock First order was a fight to get delivery money refunded it took numerous calls until they agreed Second order the gentleman in customer service agreed all my previous orders had never been received next day so this wasn’t the only 2 problems I’ve had with Wilko again they are not interested just keep saying we deliver most things on time I have been a loyal customer of Wilko for a long time but will not be using them again as totally unreliable and not interested in their customers at all Second delivery still not received yet”

Helpful Report

Posted 6 years ago

“Went to local wilko branch today to pick up an order i had placed online, the man who i spoke to about collecting my delivery i believe may have been management of some kind. I found him rude and very abrupt. I dont think i will be using their services again and suggest the man in question go on a customer services course. Just because you may be having a bad day should not mean other people do too!”

Helpful Report

Posted 6 years ago

“I purchased a 5.00 bottle opener on Thursday 11th july, used it last night still with label on, the handle broke so that you cant push the cork up from wine bottle therefore not fit for purpose, took it back today informed that there is no cash back refund without receipt yet the item is not fit for purpose, the manager not around the woman on till did not know how to give me a gift card, the back of the shop refund till not open now before 10 am, I shall have to shop there to use the card but then no more. B&M here I come!”

Helpful Report

Posted 6 years ago

“This is probably the WORST shop in Reading, Berkshire. The queues are miles long, staff is useless, confused and slow and they are constantly under staffed. The shop is messy and dirty and they display products they don't actually have in stock and constantly make billing mistakes. They don't adhere to pricing rules, are abrupt with their responses. The deliveries take 5-7 days to arrive even when they have them on shelf in the store, and they insist on flogging off damaged/ faulty items hoping to get away with it. The plants they sell are completely dead and dry to a crisp, and their own brand products are simply the worst. It's infuriating to queue TWICE most of the times I visit this shop. Last time today for 45 min and had to leave empty handed because staff are useless and the service is pathetic. If it says one price on your display you are OBLIGED to charge it not even one pence more. If it says online and on display that you have products in stock PUT SOME EFFORT INTO FINDING IT don't just fob off customers that patiently queued and waited for 20min. If you can't perform to minimum standards please do us a favour and close down!”

Helpful Report

Posted 6 years ago

“I purchased a pair of curtains for my spare bedroom and I was pleased with them but then I washed them and the blackout backing has been badly damaged. I washed them probably. And wilko won’t take them back, that’s very disappointing as apparently they say they’re not there’s but they are... I know it’s unfortunate that I no longer have my receipt but I really thought they would help... waiting for customer service to get back to me...”

Helpful Report

Posted 6 years ago

“Never again will I use yoyr serve online After your website having a glitch you toke 5 lots of payments from my account without dispatching anything and when that was sorted I gave you the benifit of the dought and placed the order again over the phone and was told delivery would be refunded back into my account it never did and the goods again was never put through propperly so I have hopfully another refund coming my way and I will be taking my busniss else were! Thanks a bunch”

Helpful Report

Posted 6 years ago

“I like the items on sale at Wilko , and they are very competitive on price with similar hardware shops. The problem is that once you’ve chosen your items and put them in your trolley , you then have to wait for an eternity to pay for the damn things. The store in Porthmadog is the one that I used to be a customer at , there are eight tills , but only one or two are manned , and the queuing system they operate means that you can be waiting ages to be called up to pay . I will try the store again , but if I am forced to wait more than three minutes to pay for my items , I will simply leave them where I was standing , and simply walk out.”

Helpful Report

Posted 6 years ago

“Awful service Unbelievable and very very disappointing customer service. Bought a metal jug vase which I placed on a coaster on my new unit with flowers in only to wake up in the morning to see it had leaked and damaged my unit. I emailed my concern with pictures of the jug and damage endured. End result a £5 gift card to buy products to clean my unit. My unit is damaged NOT dirty I clean it regularly, I was also told by customer services that the product description said it was only for artificial flowers online, which may be the case but I bought it in store and there was NOTHING on the jug to say DONT put water in it!!!! And they also said they would give me a refund even though I had no receipt, very kind although the girl on the checkout said she needed to check this with her manager then tried to put it on a gift card but when I said I wanted cash she told me not to have attitude just because I was (in her words) p*ssed off about my vase and unit. What lovely people WILKOS employ! I really can’t believe the rudeness and unhelpfulness of the company and its staff members.....”

Helpful Report

Posted 6 years ago

“I ordered a security light from Wilko knowing that it came without a bulb. However I then discovered that the local Worthing store did not stock a suitable bulb for this light. I received two emails from Wilko, the first to confirm my order, the second a few days later to say my order had been dispatched. I then did not receive any message to say that it had arrived at the store, so I called in to the store 5 days after the second email, only to be told that it still had not arrived. Luckily I spoke to a member of staff who decided to investigate, and it had arrived but had not been input to the store's system. The only good thing about this saga was the ease with which I was able to get a refund. To add insult to injury the review I tried to put on Wilko's website was rejected because it did not meet their criteria! Presumably because it was too critical.”

Helpful Report

Posted 6 years ago

“I couldn't believe that I travelled 15miles to wilko in birstall retail park to get lol decorations as advertised on the internet and they didn't even have an LoL section and now the next delivery/collection date is the day after my little girls birthday when I needed them ! Thanks Wiko Great Job!!!!”

Helpful Report

Posted 6 years ago

“Awful packaging,!!! 2 items were missing,!!& other contents were bashed & damaged!!!”

Helpful Report

Posted 6 years ago

“I have placed an order on the 26th October 2018 Order tracking / Order number 001064783626. it’s November and still no email about it being delivered to the store I chose, I am so appalled that as Wilko sells such good products they have really poor systems for online purchases and delivery. Even the tracking details shows nothing but 'The carrier has not scanned this shipment yet' since the 26th. Much appreciated if a Wilko rep can confirm where my order is and advice if it will ever be delivered.”

Helpful Report

Posted 6 years ago

“Oh my goodness.... not only the collection in the store in Hinckley was lengthy and disorganised. They have even asked me to check their listing to find my name. Needless to say that they have literally breached GDPR. I could see customers name and details. Their online customer service took 7 days to respond to my email and their reply was shocking, lack of tact and focus towards customer care. This was also confirmed with their customer service over the phone who obviously do not care about their customers and they have a serious lack of business intelligence. Their escalation advisors/managers (as they like to call themselves - managing what exactly?) do not listen and aren't resolution driven and have no idea about what they are saying. They cannot back up anything especially when they refer to their policy. How unacceptable and unreasonable!”

Helpful Report

Posted 6 years ago

“bad service:(”

Helpful Report

Posted 7 years ago

“Wilko online keep taking payments out my bank when I order! In august I purchased 2 light pendents & I was charged £32 on my card 3 times!!! This was upsetting to say the least as the payments went just taken in the same day these were over 3 days which is shocking! Then more recently I made a purchase and this happened again! I'm so annoyed & my bank is investigating this.”

Helpful Report

Posted 7 years ago

“I’d like to give no stars! Ordered several items early on a Monday morning. It states on the website delivery within 4 working days. Contacted customer services today as on tracking the courier put items weren’t ready for collection. I’m now told delivery won’t be till Monday! I’ve cancelled the order.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Wilko Reviews