Wickes - Sittingbourne Avis 

We chose Wickes for a professionally designed and managed bathroom installation, spending almost £12,000. Unfortunately, what should have been an exciting home improvement project has turned into one of the most frustrating customer service experiences we've ever had.

Our bathroom was originally due to be installed in April 2026, but following an issue with Wickes' installer arrangements, the installation was postponed until July. We had already arranged annual leave and other works around the agreed dates, resulting in considerable disruption.

When the installation finally went ahead, we encountered further last-minute scheduling changes, incorrectly arranged deliveries, a damaged bath, missing and incompatible products, and unexpected additional expenses. We were left without normal washing facilities for approximately a week, during which I was pregnant and experiencing sickness.

I want to make it absolutely clear that our actual installers were excellent. They went above and beyond to help us, and our complaint is not directed at them.

The most disappointing part of this entire experience has been Wickes' handling of our formal complaint.

We formally complained on 26 July and subsequently provided a comprehensive 15-page evidence pack containing a detailed chronology, photographs, invoices and correspondence. Despite repeated promises of updates and a resolution, we spent almost three months chasing Wickes for answers.

On 21 October, we finally received an offer of £215.28 compensation. This was accompanied by incorrect refund information and failed to address £133.77 in outstanding reimbursements.

We responded with a detailed rejection, corrected the financial inaccuracies and requested a senior management review.

Five days later, on 26 October, Wickes sent us the EXACT SAME EMAIL again. The same compensation figure, the same incorrect information and the same questions we'd already answered. Not a single point from our response had been addressed.

It is genuinely astonishing that a national retailer can take three months to investigate a complaint, involve multiple departments and managers, and still appear unable to establish which refunds have already been processed or what remains outstanding.

We have been patient, cooperative and thorough throughout. We have repeatedly given Wickes opportunities to resolve this directly, but the lack of ownership, communication and attention to detail has been extraordinary.

We have now escalated the matter to senior management and are considering referring the complaint to the Furniture & Home Improvement Ombudsman.

Based on our experience, I would strongly caution anyone considering Wickes for a managed bathroom installation. The installers may be excellent, but when things go wrong, the customer service and complaints process has been exceptionally disappointing.

Almost £12,000 spent, three months pursuing a complaint, and we're still waiting for a properly considered resolution.

Have used wickes in Sittingbourne since they opened and have had nothing but positive results Nickie is the GOAT of wickes extremely helpful and knowledgeable. nickie is the point of contact for any information needed in Wicks in Sittingbourne!!!!

The staff were very helpful and courteous.
I personally spoke with a knowledgeable lady called Nickie who was able to show me where to find exactly what I was looking for.

I went to Wickes store in Sittingbourne and selected a few DIY and decorating items. I was served by Sharon who was extremely Polite, Jovial and efficient. She was extremely helpful and courteous. A very conscientious employee. Well done!!

We visited recently and was greeted by Denver who was extremely helpful. He went above an beyond and took us to the items we were looking for and was able to locate the exact order number. Excellent service.

Big thanks to Sharon in Sittingbourne for all her help, really was appreciated.
A world away from the unhelpful person I spoke with at 7am on Friday 2nd September......

I have been going to sittingbourne kent wicks store throughout the summer and Sharon has been amazing helping me find what I need and she is also friendly and have a chat which I find shop people don't want or don't have the time such a shame

I went to the sittingbourne shop this week looking to have a colour mix made, Sharon and Denver helped me decide the colour then worked on getting it just right. They were so helpful and really nice guys! Thanks so much to both of you 🙏

I recently had a new bathroom fitted. Due to my health I needed a walk-in shower. From start to finish everything went smoothly. The fitter Steve came round to measure up explained everything in full and gave great advice on things I hadn’t even thought about. My new bathroom looks absolutely fabulous. Steve’s workmanship is 100% and a really nice trustworthy guy. I would highly recommend.

Old dish lady serving.once again rude and unhelpful .next time I will get her name .this is the second time I have had her bad attitude at your store . Very disappointed .mr a woods

Had everything and more on my shopping list, as always very courteous staff. Sharon has such a positive attitude

I’m a general builder. I use SittingBourne store most days. We always have a such a warm welcome by Sharon. Nothing is to much trouble for her. She’s always willing to help. And she brightens up my our and many many more.

Just wanted to say a thank you for the great service I received from the Sittingbourne branch with a special shout out to Denver who rang me to sort out an issue promptly and efficiently.

Amazing service at till by Denver. He was engaging, patient and extremely helpful when we had difficulty accessing our Wickes card ..
Not everyday now that you walk into a shop and see a happy young man !

Took a sample tile back to Sittingbourne branch and Sharon on checkout told me she had her bathroom done in them and showed me the photos...it made my mind up as they look great! Thanks Sharon!

Bought a bathroom in January to be fitted at April. Waited 2 weeks before fitting, cancelled it, put to the back of the queue with the next fitting date at the end of July, cancelled again, no date in sight. NO communication, lots of apologies, no action. Been living around boxes for weeks. Absolute nightmare.

As a keen do it yourselfer I have made many trips to Wickes in Chatham and found them very helpful, especially with lifting and loading heavy goods. Not so in Sittingboure. I asked for advice for the best product to use. I was given the wrong information and a cursory wave of where to go. No offer of help with heavy lifting even though I am elderly. The store was not busy. The product itself, when I chose the correct one, was fine. 17/7 Someone called Dylan has just replied saying sorry about my experience in Chatham store- he didn't read my review correctly, Chatham store was fine. It was the Sittingbourne store I was reviewing!

Very helpful and friendly staff at the Sittingbourne branch. Assisted me with the purchase of a plumbing part and I have now fixed my leak.

Sarah (Sittingbourne branch) was super helpful in the design of my new bathroom, she was a huge support every step of the way, advising on fittings and colour schemes.
I actually chose her as my bathroom designer as she did such an amazing job of my new kitchen a few years ago. Could not recommend her highly enough.

Popped in too wicks ,couldn’t find what I was looking for ,then found someone who works in there he’s name was Angus so helpful very polite and I ended up finding what I needed ,was nice too go in there and actually find someone who was helpful and knew what they was on bout ,,was served by very friendly lady called Sharon