Wickes - Ruislip Avis 

Excellent customer service from Ruiehi.
Thank you

I purchased an induction hob from Shailesh at Wickes in Ruislip. Although the hob delivered was not the right one, Shailesh was absolutely amazing at sorting out the problem and getting the right one delivered on time for me as I was going on holiday.
I thank the store dearly and in particular the service I received from Shailesh.

Will definitely shop at Ruislip again

😀

I was served by a welcoming Shahida who provided guidance on where to obtain the materials I required. I was then served by Shahida to pay for the items and had further questions on other materials. Shahida was patient, professional and provided advice which was very useful. Thank you for your lovely customer service.

Where do I start…

The consultation cannot be faulted. The sales person took us through the options and we selected the bathroom and toilet and was very happy.

From the moment the installation began (1 week late) we had issues; here is a run down

1. The installer smashed through 2 walls that needed to be replastered and painted. I paid for this myself

2. The electrics were not done correctly and was reportedly dangerous. My electrician is giving this to me in writing

3. One day after the toilet was installed it began to leak

4. Some of the tiling work is poor quality

5. The toilet plumbing is twisted and I do not know how long it will last

6. The sealant came away from the bath and I am worried that water is seeping in to the house

7. Unbeknown to me the installer urinated in to multiple bottles and threw them in the skip. The skip was not picked up due to sanitary reasons as one of the bottles opened up and was on my drive for a week before Wickes got someone to collect it

8. Wickes told the finance company I had approved the work when I didn’t!! BE CAREFUL! When this happens you have no ability to stop your finance beginning.

9. I wrote a clear 4 page complaint outlining all of this, and have not received a response despite numerous requests to do so.

10. Wickes wanted to send the SAME Installer back to redo the work but I asked for another installer and they have not provided one

11. They said that they would provide compensation and did not

12. As of January 2025 (Install was November 2024), Wickes has taken little interest in my letter or the outstanding work

13. The so called Customer Experience Centre said they have passed me on to the complaints department and they would call me within 1 day. That was over 1 week ago.

What can my advice be? Do not expect to be treated any better by paying more to Wickes. Do not expect to receive a better service because you get the product and installation from Wickes. I was phoned every day about whether the work was done well - UNTIL they claimed I agreed the installation works. Then they stopped working on a resolution.

I will need to determine my next step as I will not let this rest, but wanted to warn anyone who is considering buying a Wickes bathroom to think about whether you will be getting the value you think you will get.

It’s a shame I cannot send a copy of the letter I wrote, which includes detailed information and photos of the poor work, but if you would like it, please send me a message using my name via linkedin and I will be happy to provide the evidence before you make your decision. If, like me, you are spending hard earned money, it’s worth you seeing what you might experience.

Shahida was a very nice girl and very helpful

Shahida was a very kind and generous to the customers she had better service than different employees

Shahida was super super helpful and was so professional. She knew what the customers needed and wanted.

Shahida was very helpful and considerate for the customer including me. She was always happy to help with a smile.

Great store, well stocked & tidy. Good customer service from Rukhi & Harry on my visit. Staff at this branch are helpful & friendly. Store is much improved recently.

Did another Click and Collect yesterday 14/01/25, Items were picked Immediately and ready to collected far quicker than I've experienced In the past. Walked straight Into Ruislip Branch and was greeted with the happy face of Shahida whom I know Is part of the furniture and has been for a long time. Shahida located my items but they were damaged so she took me straight to the rack and let me choose for myself. Excellent service and approach far different to a lot of other retailers.💯

Rukhi who helped me was incredible
You need more people like her in your company

Great store, and very helpful staff, especially Rukhi who is always ready to help me find the bits I can't

Ruislip wickes branch staff are very helpful especially Shahida. She has great product knowledge and where everything is in the store
She always provides great customer service. Keep it ip Shahida. Few other staff like Ruki also quite good. Such Staff is one reason we visit this wickes store. Thank you for your help. Sangeeta & Kieran

Came in to.look at ceramic floor tiles, found some we liked and Shahida dealt extremely professionally and friendly with sorting the order for later delivery. Enrolled us in Tradepro and also seemed to be running front of house with another cashier.
A very good and successful visit.

Shahida was very helpful to get me right goods
Thank you

This company is very helpful all staff is very helpful

I moved to Ruislip & Harrow year ago and need a lot of DIY materials!

Wickes was the nearest one and provided the most items I need. Price won’t be the best but if you have a trade account, it provided a good deal.

Spent over a year and built a good friendly with the staff, especially Handsome Harry & Pretty Rukhi. They both look after me well and loading a lot of good stuff for me to pick and collect.

I recommended this is a place to shop for DIY, with lot of options.

Massive thank you to Mario for his excellent customer service helping me carry things in from my car and being an all round helpful guy!

I fully support my brother’s comments regarding the deeply disappointing experience with Wickes Ruislip and Wickes HQ during the renovation of our 84-year-old mother's home. This project was meant to provide her with a safe and comfortable environment, especially given her mobility issues. Instead, it has caused unnecessary stress, disruption, and additional financial burdens.

The delays, missed deadlines, and lack of proper communication were unacceptable. Promises of excellent service and timely completion were not upheld, and essential items like the hob and tap were not delivered. Despite multiple attempts to resolve the situation—through calls, emails, and in-person visits—Wickes has failed to provide adequate support or reimbursement for out-of-pocket expenses.

What makes this even more disheartening is the impact on our vulnerable mother. Being out of her familiar environment for an extended period was distressing, and the prolonged timeline for the works disrupted the entire renovation plan, adding unnecessary costs and stress to an already challenging situation.

It is clear that Wickes did not exercise the level of care and professionalism expected when dealing with such a sensitive project. Families like ours depend on companies like Wickes to honor their commitments, particularly when the well-being of an elderly and vulnerable person is at stake.

We urge Wickes to take full responsibility for this failure, address the outstanding reimbursements promptly, and provide a meaningful resolution to demonstrate accountability. The negative impact on our family should not be ignored, and we hope this situation will lead to changes in how Wickes manages its projects in the future.

I am writing to express my profound disappointment with Wickes Ruislip, and Wickes HQ. I entrusted them with a project to renovate my 84-year-old mother's home, who suffers from Alzheimer's, dementia, and mobility issues. The goal was to create a safe and comfortable environment, but the experience turned into a nightmare.

Despite assurances of excellent service and communication, I encountered significant delays, poor communication, and a lack of care. Wickes frequently missed deadlines, especially on items. I had to buy the hob as Wickes didn't deliver the ammended items. I am still awaiting to be being reimbursed for the hobb, and a tap. Wickes failed to maintain proper communication. The contractor assigned by Wickes also missed deadlines.

This caused immense stress for my mother, who relies on a familiar environment for her well-being. Who was desperate to return to her home. Also to myself, as I was living in the property whilst works were being undertaken. A 4-5 week time frame turned into almost 11 weeks. Trying to contend with the dust, noise, and the lack of cooking facilities.

The delays resulted in additional costs such as extended care home stays, and a disruption to the entire renovation timeline. Which includes decorating, carpets, and other renovations. I missed the opportunity to utilise the relevant contractors that I had researched, and was going to move forward with. Which meant I had to start the process all over again. Which was stressful and time consuming.

It is disheartening to see such disregard for a vulnerable individual and their family.

After continuous calls , and emails to Wickes customer service department. Visits to the South Ruislip branch, only to be given the run around is disgraceful.

I urge Wickes to take responsibility for the poor service and the negative impact it has had on my family.

I look forward to prompt and satisfactory resolution.

Mr C Jack