Wickes - Lancaster Avis 

Janine Bateson from the Lancaster store designed a great kitchen for us. She listened to our ideas and needs and addressed them really well. We now have a fantastic kitchen which we are really pleased with.
She was quick to respond when we had any queries and helped us all through the installation process.
The fitters did a brilliant job, responded to our requests and we are really pleased with the finish on our kitchen.
It was not easy to get in touch with the customer experience team but with Janine's help we got everything sorted.
The area which was not positive was the delivery. The 2 men arrived on time and unloaded the lorry quickly into our basement. However there was no organisation to the many boxes which meant the fitters first job was to find things. There was also damage to some doors as they were not placed on the battens provided to keep the boxes away from the floor.

Simon was great in helping to design our new kitchen and bathroom. From the initial visit we felt listened to and he was able to reconfigure the designs to fit our needs and our budget. Highly recommended service.

Wayne has gone over and beyond expectation in assisting in designing an accessible kitchen. His knowledge, professionalism, compassion understanding and patience is second to none. Nothing was to much trouble. I was not pressured in any way to make a purchase. There was no hard selling. No mention of credit agreements and he and Janine went the extra mile. I have no hesitation in recommending Wayne to assist you in designing your kitchen. He is an asset to Wickes and his design team. A decent, kind, approachable , friendly, professional guy that made a challenging kitchen design, workable, practicable and affordable. Thank you Wayne.

Design team sent wrong drawings for our kitchen to the fitter, meaning we never got the kitchen we designed and paid for.
Quality of the units is considerably below expectations, with paint fading from the cabinet doors after just a few weeks.
After-care was non-existent with multiple deliveries received for incorrect parts (or damaged ones) and with no one willing to take ownership or responsibility for the issues. Despite dealing with multiple case handlers and even a manager, nothing has been resolved.
Six months later we still don't have a completed kitchen despite raising a complaint with the ombudsman, which still failed to prompt the installation team into action. The biggest frustration is thay we were repeatedly told to "wait until all the issues are resolved" before raising a complaint. This meant that there was no ability to escalate and no obligation at Wickes end to resolve matters within a specific time frame. I assume this is a deliberate attempt to reduce either the number of complaints or the time they will show as outstanding for.

After trying the design services of a couple of other 'big name' kitchen suppliers we found what we wanted when we booked a design consultation at Wickes Lancaster. We already had our own view of the kitchen we wanted and needed someone who would validate our ideas but also challenge, advise and suggest alternatives. Wayne gave us all this over several face to face meetings, phone calls and emails, and was always patient and positive until we had a design and a price we were happy with and he took our order. Our review rating here is based on this design experience at the Lancaster store.

But I should point out that our positive Wickes experience up to the point of placing the order was let down by the subsequent fulfilment - the delivery and customer service - which is handled by a different part of the company. Several items were missing from the initial delivery and others were wrong or damaged. It took weeks and a good few phone calls to eventually get all the correct items delivered, which took a lot of our time and messed up our installation plans. The Customer Services team and the IT systems they use are very clearly not 'joined up'. What we needed from the first phone call was someone to say "Sorry about this, don't worry I'm going to sort it out for you" but we never got this.

If I was rating the overall Wickes experience here it would be a 2 star review

The quality of the kitchen itself, the kitchen fitter (David) and the two gentlemen who deliveried the kitchen could not have been better. If we were only reviewing them, it would be 5 stars as they are all amazing.

A one star review (or zero if possible) would be given to Craig who was supposidly our Customer Experience Co-ordinator. What an easy job he must have as he does not do anything. He never responded to emails, never phoned and I am not sure what he exactly does with his time.

Janine at the Lancaster store designed us a very nice kitchen but mistakes were spotted by our kitchen fitter when he came to measure up. It appears that once the staff member at the store gets the sale (and probably commission) that they are no longer interested in customer service.

On the whole, we are really really pleased with the quality of the kitchen and the workmanship of the kitchen fitter. But don't be caught out by the supposed Customer Experience Coordinator (Craig) or follow up from any of the customer service team if there are any issues with any small missing parts. When it was reported to Wickes we were missing some parts, the reply from them was basically along the lines of "can you not just make something fit?".

Wickes Lancaster have lost themselves a sale of a new bathroom as we were going to get that from them next but we will be going elsewhere!

We have just ordered a new kitchen from Wickes Lancaster, the whole process has been overwhelmingly positive. Wayne has overseen the process with professionalism and honesty throughout, from my initial pop-in to the store, to the home visit and subsequent meeting to finalise the plans. We are delighted with the design, Wayne was able to advise us on the best way forward and even managed to pre-empt a lot of the little elements we were expecting to have to draw out during the meeting before we got there.

We are delighted with our new kitchen! We came in with an idea and Janine gave us guidance and confidence to bring our ideas to life. No detail was too much trouble and as our budget was important Janine gave us options. She took us through each step with patience and we were delighted with our fit. All done in a week and our idea is now the centre of our home.
Delighted doesn't actually cover it!

Like many of the reviews on here, in-store design of my aunt’s kitchen was good, however, when it came to fitting many items were damaged so had to be re-ordered. This meant the fitting took a week longer (4 in total) as the replacements took so long to arrive. Then the damaged carcasses which had been left in her garage, took more than 8 weeks to be removed following umpteen calls/store visits. We are now chasing compensation for the delay & inconvenience which she again is finding increasingly frustrating being passed from department to department with promises of “someone will phone you/email you” I have today been in store to discuss with the designer and basically he couldn’t give 2 hoots. Wickes took full payment before any works had been carried out, left a pensioner without a working kitchen for 4 weeks and haven’t got the common decency to take accountability

Took the afternoon off work and it was a no show with no communication or explanation

The kitchen designer Janine was brilliant every step of the way and nothing was too much trouble for her throughout the whole process. First class service.

Emily and Gordon were so helpful at Wickes in Lancaster.

Together they supported the Gregson Community & Arts Centre with a donation of items to support the redecoration of our hallway. They were so generous and the donation made a huge difference to our small charity, enabling our budget to go further

Huge thanks to Wickes - thanks for believing in and investing in community on your doorstep.

We visited Wayne at the Lancaster store to design our new kitchen, he was very knowledgeable and helpful and I wouldn't hesitate to use him again.

I walked in without a clue, a lovely man spotted I was clueless straight away asked me what I needed and helped me while walking round to get what I needed! He needs a raise not a chocolate bar brilliant service. Name was Garrath and my door reef turned out brilliant! X

Always very helpful staff at this store. I did a click and collect order of bags of sand and cement that was ready really quickly to collect and Gordon even helpfully loaded into the car for me. Thank you

Excellent, professional and helpful support when ordering the product, fast and very CHEAP delivery.

As part of the community program Wickes Lancaster very kindly donated some roofing materials to enable us to repair our storage shed at our Forest School site. The process was simple and all of the staff we dealt with were amazing and helpful!

Visited Wicks in Lancaster who had offered us paint as part of the payback into the Communuty Scheme, to help us paint a community centre I run. The staff were lovely and friendly and we are very grateful to wicks for their kind donation to our organisation.

We decided to have our bathroom completely renovated, and decided to purchase all the items from Wickes, taking advantage of their design service.
Wayne from their Morcambe branch visited our home to measure up and take all the relevant details, and a couple of weeks later, we visited the branch to view the design on computer and fine tune some of the details.
We had a long holiday booked in August, but on our return an installation technician came to check what was required and what was going to be removed.
Our installation was pencilled in for early November.
All the planning and checking paid off, and everything went smoothly. The removal of the old tiling, bathroom suite, the replumbing and installation of a new walk in shower and suite took just four days.
The space was small, but is so much lighter and brighter.
Our tiny bath was replaced with a magnificent walk in shower, that is so much more convenient.
All the waste was taken away, and there was a minimum of disruption during the four days - aside from having no toilet, so we stayed at our son's house.

Dave from the Lancaster store was good and very helpful.