Wickes - Stafford Avis 

Visited the kitchen design department and was helped by Deb and Sarah. They were so friendly and helpful. Solved my problem quickly and efficiently.
Five star service
Thank you both so much

I am writing to formally complain about my treatment in STAFFORD today at approximately 2:30pm, relating to click and collect returns under order numbers 695537174 and 695501931.

I attended the store to return items and query the refund amount, which I did not understand. What followed was a confusing and unprofessional interaction involving three members of staff, all of whom gave conflicting information.

I was initially told that the refund amount was lower because I had a trade account and had received additional discount. I made it clear that I do not have a trade account. This was checked and confirmed, despite at least 5 minutes of insisting I had!?
A separate member of staff then stated that the refund amount appeared to be incorrect and that I may in fact be owed more. This directly contradicted what I had just been told.

At no point did the 3 staff appear to agree on the figures or provide a clear, consistent explanation. At one point the 3 members of staff were stood together disagreeing on the refund amount.. This lack of clarity was the main reason I continued asking questions.

I was invited on two separate occasions by 2 different members of staff to look at the computer screen behind the counter to review the figures. As I wear reading glasses and did not have them with me, I stepped slightly around the counter only after the second invitation in order to see what I had been asked to look at.

Despite this, I was abruptly told by the Manager Deb to get back to the other side of the counter and spoken to in a raised and confrontational manner.

The situation escalated further when the Manager Deb accused me of being “intimidating”, asked me to leave the store, and threatened to call the police. I want to make it absolutely clear that I did not raise my voice, swear, or make any threats at any point. I complied immediately when asked to leave and prior to doing so asked politely for someone to clarify the sheer confusion, regarding different suggested refund amounts.

The entire situation was caused by unclear and contradictory information from 3 different members of staff. It is unacceptable that I was made to feel at fault, embarrassed, and ultimately asked by the Manager Deb to leave the store, when three members of staff themselves could not agree on the explanation.

I have since spoken to customer services, who with patience and respect confirmed the refund calculation was correct. However, that does not excuse the way this situation was handled by the Manager Deb. A clear and consistent explanation at the outset would have avoided this entirely and I state that the Manager Deb is unprofessional, rude and has no place in being trusted to manage a strore!
The Manager Deb’s level of customer service skills is way below that expected of a Manager and clearly has zero patience and understanding.

As other customers were waiting in the queue to be served, I would state that the manager Deb is a sexist and embarrassment to the good name of Wickes and misrepresented the Wickes store in every way possible.
As I was stood calmly making a note with a pencil on a receipt of their name + the time of the incident they became irate and threatened to call the Police!
Such a threat in itself goes to show the Manager Debs lack of customer service skills - as at that point it was clear I was simply writing down the name before leaving the store:

The manager Deb in my opinion is a sexist and should be sacked and replaced with a manager who shows empathy, patience and understanding. Instead of creating a scene in front of the many other customers in an attempt to portray a male vs innocent female scenario.

I must note that when the manager Deb threatening to call the Police because they felt intimidated- that the 2 male members of staff who were at the tills walked away and attended duties else where.. perhaps this is an indication that they also saw how emotional and ridiculous the manager Deb had become.

The manager Deb is clearly out of their depth as a manager and would perhaps be more suited to re-stocking shelves or sweeping the isles.
I will state that any role which involves customer liaison is far above and beyond their capabilities.

I have been a customer of Wickes for many years, and as a result of this incident I now feel extremely uncomfortable about returning to the store. Being accused of intimidation and threatened with police involvement in front of others was embarrassing and upsetting, and has left me feeling unwelcome and unfairly treated.

I would like this incident to be formally reviewed +

The conflicting and incorrect information provided by staff

The conduct of the manager Deb in escalating the situation

The justification for accusing me of being “intimidating” and threatening police involvement
+ Full written apology.

Called in today and needed a quote for a kitchen.i know you would usually need an appointment but I came across deb in the kitchen department who was most helpful and nothing was to much trouble.
Came away with a very competitive quote from her.
Thanks again deb👍🏻👍🏻

Visited Wickes Stafford to pick up several bags of heavy gravel. Asked for help loading car and they couldn't be more helpful, especially Ryan who loaded our car.

We were made to feel really welcome by Deb. She was extremely knowledgeable about the range of worktops, explaining the different qualities of each range. Very satisfied with the level of service.

We had a rough idea of what we wanted for our home office refurbishment, but with Deb's help we were able to refine what we wanted to what was possible.
Deb's was patient and provided good advice during the design process.
We have not yet decided whether to go ahead or not, but would definately use again.

Deb Mason was incredible. Very patient with helping us with our unusual requirements. A big thank you to Deb.

The lady called Marilyn was amazing she couldn't help enough what an asset to wickes she helped me get what I needed would employ her any day thank you Marilyn

When looking to select a new kitchen, I found Deb Mason the design consultant extremely helpful and very knowledgeable, had it not been for the fact I found a cabinet door I preferred elsewhere I would have most definitely chose Wickes.

Had a Design appointment with Deb Mason to fit new bathroom from Stafford branch, can’t fault her commitment to ensure all our requirements were met. So helpful, and friendly. She guided us through the selection process and recommended things we’d forgotten about. Would definitely recommend her & Wickes for any bathroom or kitchen fitting.

Went to the Stafford store hoping to add to my already installed kitchen, I was greeted right away with a very friendly face who inquired if he could help me, I told him what I needed and he directed me to the kitchen department, only leaving when Sarah Astley design consultant took over. The store in general was very professional and friendly but Sarah went above and beyond with my enquiries, I was with her for around 1 hour and came away feeling like I had 1st class customer service. I will be placing my order as soon as my builder has given me the thumbs up.

We visited the Stafford store needing assistance with obtaining a particular paint colour. Dylan was extremely helpful and mixed for us a very reasonable tester pot. He also helped us to find other products that we needed. He was a great advocate for and asset to the company.

The appointment on Sunday did not take place as the design consultant rang me 2 days before to ensure I book the bathroom installation with Wickes before she can confirm her visit. Also I was warned about the cost that it will definitely come to £10k without even paying a visit. So I was not given a choice to even see the 3D modelling of my new bathroom outlook but I was forced to confirm that I would go with Wickes with that price tag. It was not a pleasant experience with Wickes. Respect and fairness should be for all.

Deb was extremely helpful polite knowledgeable and friendly throughout. Fantastic measuring service at home and informative follow up appointment in store. Would highly recommend.

Arranged for Deb, who is part of Wickes Design Team to visit our home, with a view to discussing plans for a new kitchen. On arrival Deb was pleasant, professional and very approachable. Having listened to our requirements, measuring up, we then visited the store a few days later to review the plans, changed a few details, which again was carried out in the same pleasant manner, we
are now happy to proceed and await the next stage.

Went in to Stafford Wickes to replace some kitchen draw runners. Staff couldn't have been more helpful in sourcing the correct ones for a Wickes kitchen unit. First class service in the kitchen design section, going the extra mile to help.

We have ordered our kitchen through Deb at the Stafford Store she easy to get on with, friendly and very knowledgeable giving us lots of good advice to help make the right choices. So far we are extremely pleased with the service from wickes from Deb and the rest of the team helping with tile purchase too. Thank you all …. I will review delivery and kitchen itself when we have it with photos too

Only giving one star because zero stars is not an option. My 80 year old old mother ordered and paid in full for Wickes to supply and fit two ensuite bathrooms in April 2025. After one problem after another (first fitter refused to travel twenty miles to her house, wrong showers supplied, wrong deliveries, fit dates put back)to name a few they finally started in July. They were supposed to do one bathroom at a time, but instead ripped both out at the same time leaving her without a working shower. Then the fitter (who turned up late every day or not at all) realised parts were wrong/missing so could not start refit of either bathrooms. After weeks of more wrong deliveries, supply issues, hours on the telephone to customer services (who are a waste of time you get a different one every time) I ended up emailing the CEO. Finally after a few more weeks of intermittent progress the fitter said he was finished. Fitting and materials were of very poor quality so after many more phone calls and a visit from installation manager ( who agreed with everything I raised with him) the fitter returned. After more weeks of delays and 3 sets of toilets bathrooms were finished in December, eight months after paying Wickes in full and five months after they started the fit. The bathrooms were never finished to a completely good satisfactory standard and Wickes agreed a small amount of compensation. This is just a small description of the problems I’ve had with Wickes over the last eight months and I would like to point out this was a simple like for like bathroom replacement in a relatively new house so no major pipe work or re-plastering etc.
In short I would never recommend Wickes to anyone.

After 3 different meetings with Deb from the stafford store, we managed to put together our dream kitchen! Deb was very knowledgeable and gave her professional and personal opinion for our design. Very grateful for all her help and patience, highly recommend.

I spent some time with Deb designing my bathroom. She was very helpful and me gave great ideas that she thought would suit my needs. Thanks Deb