Wilko Reviews

Name: Wilko
Rating: 2.58

2.6 Rating 681 Reviews

38 %

of reviewers recommend Wilko

Company Reviews

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Metrics

2.6

Based on 681 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 54%
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

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Wilco.com online order. They refused to publish this review (I guess because they got it wrong twice). So that drove me to write about this poor experience and publish it far and wide. Wilco - trying to censor customers just doesn’t work and makes it worse! This is the review: Excellent ladder poor service from Wilco. The wrong ladder was delivered TWICE! To be fair, this was the fault of Werner as it direct shipped from them. I raised an issue with Wilco but they took so long to reply that I went direct to Wernerco who were great at replying but unfortunately shipped the same incorrect replacement. Wilco finally replied after it was all sorted. The only way to contact Wilco was via their web form and no other methods I could see. Unacceptable for this kind of issue. Ladder is fabulous though - light but sturdy with a really handy tool platform. We have 2.8m ceilings and this is the perfect size to do anything around the house. I can retire my existing really good but bulky and heavy ladder to the shed and keep this under the stairs for every day use (yes I do a lot of DIY!)”

Helpful Report

Posted 2 years ago

“Oven Gloves - Not fit for purpose. Burns to hand whilst retrieving tray from the oven. Oven gloves are what they say they are yet these are not fit for purpose. Please avoid as the danger could be worse for someone else.”

Helpful Report

Posted 2 years ago

“Terrible product ( wilko own label), awful customer service Avoid avoid”

Helpful Report

Posted 2 years ago

“Awful customer service, been trying to return an item that took too long to arrive, so no longer needed. Only to eventually open the box to find the whole plate set smashed anyway. Now refusing to give a full refund. It has taken weeks to get any sort of response from customer service. AVOID!”

Helpful Report

Posted 2 years ago

“Terrible customer service support - Phoned twice to chase an order that I hadn’t received & the first customer service rep just fobbed me off & did nothing to help resolve the issue whilst the second was incredibly abrupt - In my opinion anyone that can’t bear to listen to a customer complaint should not be in this profession neither should those who decline to help resolve customer complaints or issues… Way to go Wilko’s! I’ve been a loyal customer for many years but I’ll start shopping elsewhere following this”

Helpful Report

Posted 2 years ago

“I placed an order on 21/11/22 for £110 of goods with order number 001281866964. It was shipped with Evri and it was not delivered. I had not received the order by 5/12/22 and it was still showing on Evri's website as at the depot so I complained to Wilko about the delay and did not receive a response until 11/12/22 when they did not apologise, just told me EVRI had lost it and they would ship it again. They sent it with Evri again.... So the new order 001298235450 was shipped on 13/12 and was due to be delivered on the 14/12. The second order had not been delivered by 20/12 so I complained again. EVRI lost it again..... Funny that! Today I got a refund of £110.00 when I paid £115.95 for the order. WILKO KEPT THE £5.95 FOR THE DELIVERY CHARGE WHICH WAS NEVER DELIVERED! Unbelievable.... This has to be the worst possible service by a company ever - Wilko charged me for a delivery that never came - IT IS AN INSULT. I hope the staff at EVRI that "misplaced" my parcels enjoy them over Christmas..... Wilko, change your courier, change your response times to complaints and refund people in full!”

Helpful Report

Posted 2 years ago

“Awful customer services trying to return an item. It states on the website that it is free courier collection, however, does not allow you to book. It says that you can return in store, however, for myself this is a 25 mile round trip plus city centre parking...... When speaking to the useless customer services they clearly read off the website and apologise, but don't do anything about it. They tried to arrange a courier collection however, you have to be at home (an all day slot), quite frankly this is a poor service. Why do wilko not allow you to send back via DPD etc yourself. Will not be ordering from here again.”

Helpful Report

Posted 2 years ago

“Absolutely terrible customer service! I ordered online for ease as I just had a baby and my husband returned to work, I waited two weeks for the order because Evri damaged the order twice! I’ve never had issues previously! I recently ordered again last week, again to try and make life easier, I was hit by a car and had to have leg surgery and again evri damaged the parcel, I got in touch with wilko and they apologised and promised to send a replacement, it was meant to come today and I tracked it on wilko website and all it said was damaged in transit! I asked them for a replacement package asap or if it was too much for them to issue a full refund, one hour later I get an email to say refund is being processed!! Absolute joke!! Don’t offer a delivery service of it is clearly too much effort!! Shocking abysmal customer service! Yet again wilko thank you for your help!!!”

Helpful Report

Posted 2 years ago

“Ordered plants on line . Advertised size was no where near what I received . Poorly packaged and broken plants , Canes in plants but not attached to anything !! Contacted customer service . Sent pictures as requested . Promised a call back - no call back .Had to phone them again .Offered me £6 refund ( spent over £60) promised a supervisor would call me back urgently . Yet again no call back to date. appalling service and lack of customer care .”

Helpful Report

Posted 2 years ago

“I visited the Melton Mowbray store today ( 7,10,22) and purchased a variety of items including some pick and mix sweets. When I got to the sweet counter I saw that there was no medium size lids for my cup of sweets. As I wanted them sealed I took an empty large cup with lid. When I approached the check out the cashiers words were " why have you got that? " and pointed to my empty carton. I explained that when I had purchased my sweets I was going to transfer them to the larger carton so I had a lid. She then said that she would need to charge me £4 for the empty carton and that they just cellotape the large lid to the medium carton. I tried to explain about what happens when I need to reseal the lid, do I need to ensure I have a roll of cellotape with me at all times? I was told i can have a paper bag. I am appalled by the lack of customer service regarding this and am thinking of reporting this to the local press as I am so enraged at not only the appalling attitude of the staff members but the terrible customer service I recieved. This could of been resolved so easily.”

Helpful Report

Posted 2 years ago

“Parcels gone 'missing' via courier, over charged on spray paint "deal", items arrived broken due to lack of adequate interior packaging, parcels arrived partly opened with items missing, small items packed in overly sized, wasteful packaging. Charged for items that were never delivered, the list goes on and on. Made complaints via email, telephone and live chat - no-one was able to help and they is little to no communication within Wilko departments. Over the last 5 or so years, the quality of the service provided by Wilko, both online and in-store has steadily declined, but this year has been markedly worse. Was once a long time advocate for Wilko, not any more. You can only give a company so many chances.”

Helpful Report

Posted 2 years ago

“The store only gives you a year to use your gift cards even with covid on other stores were extended it they then keep your money I find this disgusting I really really do”

Helpful Report

Posted 2 years ago

“Bought a tin of paint from store ran out no more stock in store order a tin online finished job and second tin was a lighter shade they wouldn’t do anything as I’d thrown away the first tin so didn’t have to batch number disappointed”

Helpful Report

Posted 2 years ago

“having placed a large order it eventually came mostly in one large box with no internal packing so everything was thrown around and knocked together, including a pack of 4 body wash bottles, still together in plastic shrink wrap. One item was not what I ordered so I went to the help section, could not find a phone number and there was no chat, so wrote an email but never had a reply so repeated the process several days later. The chat line was visible, but came up as not available, there was no sign of a telephone number so I had to write yet another email on the form. As I was about to click 'send' I got logged out of my account and had to start again ! Third time lucky the new email was sent, I had confirmation, but am still waiting for a reply.....this business needs to give online customers a much better service when they need to contact someone. No free delivery any more if you spend £100 and you get casual packing and poor options when something goes wrong!”

Helpful Report

Posted 2 years ago

“Ordered wallpaper to be delivered to my home after enquiring in store if it could be ordered and delivered to store for pick told no. Still not received and now lost decorator due to delay. Awful service”

Helpful Report

Posted 2 years ago

“Whats the point of paying extra for chosen day delivery when it doesnt come.Evri still useless!”

Helpful Report

Posted 2 years ago

“001268539791 order placed on 4th august still not received. Need i say more. Filled out complaint form no response!!”

Helpful Report

Posted 3 years ago

“First order was damaged... no reply to emails, had to ring the helpline. Second delivery delayed for no given reason..... never again 😒”

Helpful Report

Posted 3 years ago

“Customer service at Beaumont Leys is terrible Lady at at charge me to much was rude about refund supervisor not much better still got short changed on refund of £2.25 if they do that every time how much is that adding up to”

Helpful Report

Posted 3 years ago

“I have tried to return pots. The description was incorrect. I thought they were terracotta and not plastic terracotta coloured pots. They will not let you return by post. I do not drive and cannot return via collection as I work up in London and cannot organise a collection. I cannot carry to work either has too difficult/awkward. Very poor service. I have no choice but to post to the Sutton store.”

Helpful Report

Posted 3 years ago

Wilko is rated 2.6 based on 681 reviews