Wickes - Hendon Avis 46

Very disappointing experience with Wickes from start to finish.

We purchased a kitchen costing over £6,500 and relied on the expertise of the Wickes design service to address the main issues we had with our old kitchen. Unfortunately, despite clearly requesting 900mm cabinets during the design process, the final design included 700mm cabinets instead. This mistake was only discovered when our fitter began installing the kitchen, at which point it was too late to make major changes without causing significant delays and disruption.

The problems did not end there. We experienced missing finishing materials, a plinth supplied for a cabinet size we had not received, and a sink that was too large for the design, forcing us to purchase a replacement at our own expense.

Communication throughout the process was extremely poor. Our fitter spent several days trying to contact the designer for assistance while the installation was underway. Responses were delayed, and rather than taking ownership of the issues, responsibility was initially placed on the fitter for not identifying errors in the design.

To make matters worse, I was away on holiday during the installation and had made Wickes aware of this in advance. My husband was managing the project on-site, yet customer services initially refused to discuss the issues with him, despite prior assurances that this would not be a problem. This created unnecessary delays, stress, and frustration at a critical stage of the installation.

In the end, we proceeded with the kitchen because we needed it completed and could not face restarting the entire project. While the finished kitchen is now functional, that is largely due to the efforts of our fitter, who worked hard to overcome the various issues encountered along the way.

What has disappointed us most is Wickes’ handling of the complaint. Despite acknowledging delivery issues and offering an apology, they repeatedly denied responsibility for the design problems, even though the design service was sold to us as part of the Wickes kitchen package. After all the inconvenience, delays, communication failures, and additional costs incurred, the final offer of compensation was just £50.

We have decided not to pursue the matter any further, but we feel that Wickes let us down badly throughout this process. Based on our experience, we would advise anyone considering a Wickes kitchen to check every aspect of the design carefully and not assume that errors will be resolved quickly if problems arise.

First and foremost, I would like to appreciate the staff at the Hendon branch in London, who have always been polite and helpful. Unfortunately, my experience with the branch management has been disappointing.
This review relates to a recent purchase from the Hendon branch on 26 May, returning the items on 30 May. Sadly, the experience reinforced the concerns I had previously encountered. Even last year, when purchasing a full kitchen, I experienced similar issues, and after more than a year, the same problems remain.
In my opinion, the quality of a branch — whether excellent, average, or poor — largely reflects its management. At least one of the managers at Hendon could improve the way they communicate with customers, especially repeat customers who regularly spend significant amounts with Wickes.
By comparison, the Borehamwood (Elstree) branch has consistently provided a much better customer experience, with professional, respectful, and customer-focused communication throughout.

I visited the Wickes Hendon warehouse today to see the kitchen designer, and I’m so glad I did. Goli was absolutely fantastic – her knowledge, professionalism, efficiency, and friendly approach made the whole experience a pleasure. She took the time to understand exactly what I needed and guided me through every step with patience and care.

Thank you, Goli, for your genuine help and support. You’ve made what could have been a stressful process feel easy and even enjoyable. Wickes is lucky to have you! I’ll definitely be returning and recommending others to ask for you by name.

Very disappointed with Wickes . After having our bathroom installed we had 2 major leaks . One of which they repaired and the other they refused to admit it was their fault ! We got our own plumber and they showed me the negligence of the installer and how had they had not screwed the tap on properly thus causing a link . Our bathroom plug was faulty and again they refused to sort out the problem blaming limescale rather than the fault of the installer . They say installation in under 2 year guarantee but then refuse to help . Would definitely not recommend Wickes and they have been a huge disappointment

Great customer service. Helpful and friendly staff.
Really appreciated your kindness and help.
A special thanks to Said Salim, Riana and one other member of staff whose name I didn’t catch. A huge thanks!

Wicks provided us professional advice to contact Wickes designer Golnoush Hosseini Zadeh to conduct full survey , designed the kitchen.
I am pleased to say her comments and advices were beyond our expectations. She designed a complete kitchen. Delivery was on time and Golnoush Hosseini Zadeh made sure that we are happy with kitchen , price, delivery and service. We received excellent customer satisfaction service from Golnoush Hosseini Zadeh and from Wickes support team.

I just wanted to say a huge thank you to Goli who went above and beyond to ensure that she did everything she could so that I could have the bathroom of my dreams. Her design and ideas were stunning and I am absolutely delighted with my new bathroom. Thanks to her and the amazing installer from Everest Loft Conversion. She was extremely pleasant, friendly, professional, passionate about her work, kind and supportive throughout the process and is such a lovely person. Wickes are very lucky to have her on their team. Thanks again Goli. Keep up the amazing work.

I visited the store to return a product which the head office had confirmed over the phone to the manager (Mustafa) which he was happy with.

When I walked over to the customer service desk I saw two men. One was a manager and the other was a staff member who was on his mobile phone playing games.

I stood there for 5 minutes then I said excuse me can you help me with the paint which I need to return.

The so called manager came with a rude attitude. He said what the problem I than explained the issue and also told him that the staff member was on the phone and I had to wait over five minutes.

Manager replied I don't care as long as he does his job. I than said to him how this is how you treat your customers I will speak to head office. He said f off head office don't care too.

Walked off was swearing at me.

Clearly he isn't fit for his role.

Store CCTV is proof of the events.

I just want to say a huge thank you to Mo for his assistance today, you went above and beyond to help me solve my problem and I am forever grateful, will surely be returning for such great service.

Thank you so much for going out of your way to help me out, it really made my day.

Mo is always helpful when I come into Wickes. He’s friendly, makes the checkout quick and easy and you can tell he actually cares about helping customers , which makes the whole experience better. I only spent £3 in the store and he spent his time signing me up for a 10% trade card which I now use online and when I shop there

Thank you to Mo because he is very helpful and a sweet gentleman he is always informed with everything and goes n extra mile to help - well done wickes

Mo is very helpful always - great job

I'm very happy with your customer mo and deep thank you

I highly recommend Wicks in Hendon.
Deepanshu was extremely helpful . A credit to the company . Lindsay the manager went the extra mile to help me.
Well done.

Linsey and selvi are super helpful!
Great management.
Thanks
Yoni

Tony of Wickes, Hendon is a true consummate service professional. He collected the door from my 2nd floor flat (the building has no lift) with a smile and no quibbles. He was willing to go that extra mile. He is an asset to your company. Tony thank you.

Very helpful polite friendly
Always ready to help

Moh

Here's to thank the amazing, kind, gracious, tolerant, patient & well informed: LINDSAY; who knew where to direct me to, understood my jumbled description & even went to bring me the tap from the locked store, opened the box, patiently explained the intricate details with great clarity & grace.

My gratitude knows no bounds.

It makes me so happy to go into a store, find an assistant easily, who knows the products and helps me get what I came for. Nethan, in Wickes in Hendon was polite, professional and super helpful.

Tianna she’s nice very very helpful anytime I come to this branch I can see she’s helping all customers god bless her I would come to this Wickes branch because every time I got delivery she’s helping me , thanks again to Tianna