Wickes - Tunbridge Wells Avis 

On Wednesday I was waiting at the tills for approximately five minutes before being served. During this time, a member of staff — a blonde woman wearing glasses — appeared to be using her phone rather than assisting customers. When I was eventually served, I found her attitude to be quite rude and unprofessional.

I also noticed that there was a new member of staff working alongside her. Unfortunately, this interaction did not set a good example in terms of customer service standards, which I would expect from your store.

I felt this experience was disappointing and not reflective of the level of service customers should receive. I hope this feedback can be taken on board and addressed appropriately.

Faultless! Now I was one of those customers who had visited ALL the kitchen showrooms in our town.id decided that I was going to shop around so wanted units only. I’d nitpicked at tiny details and even been online to design my own. I came to the meeting with everything I could muster. Richard, our designer, showed me my designs in 3d and then gave us his advice. We agreed with all his suggestions. He was willing to put every cabinet combination into the plan to see all options, essentially we got to be a part of the design process which really made the experience lovely.
A week later we went back to Richard and asked about hobs and electronic goods and his knowledge was so extensive we ended up getting the whole lot from wickes. Sometimes buying separately just isn’t the answer, or cheaper, alls you need is a Richard!

I went for a kitchen and bathroom planning meeting.
I was made to feel very welcome, offered tea or coffee.
The whole process of choosing the units and appliances was carefully explained.
Examples from in the store shown for quality to pricing points explained.
It was a good experience without pressure to place an order there and then.
A print out with the design and pricing was given at the end of the meeting followed by an email with a 3d walk around of the design which was most helpful.
Richard, my designer for the meeting, was very thorough and helpful.

Well Wickes is Wickes but of all the branches the guys in this branch are by far the most helpful and knowledgeable.
Especially Steve who also raises a lot of money for Charity from the store.

Always been helpful with loading and even brought my 6 year old a great bottle of iced water when we were loading in 30c heat. A credit to the store.

Came in for some advice on Friday about a power tool for a small job at home. I didn’t know where to begin, but Steve talked me through what I needed (not a power tool) and sold me a Stanley Knife. Excellent service! It did exactly what I needed it to do. Returned today to pick up some more supplies and had more excellent service from Lily and Jonny. Thank you so much!

Excellent service from start to finish. Professional, patient, useful ideas and patients

Excellent service from Richard Maloney and the Wickes team. Great offers, time taken to get it right and Richard understood our need. Very pleased with the results and kitchen booked.

Richard Moloney at Tunbridge Wells gave us wonderful advice and confidence that Wickes will deliver on the bathroom project we are undertaking. Thank you!

I completed an application for a community project for compost, two small greenhouses and a storage container for my primary school. I'd had a response from Jason the store manager within 24 hours.

The staff were incredibly helpful and polite and couldn't do enough to help me.

We recently worked with Richard at Wickes on the design of our new bathroom and couldn’t be happier with the service we received. Richard really listened to what we wanted and took the time to understand both our style and practical needs. He was incredibly patient and flexible, happily helping us adjust both smaller details and larger components throughout the process.

What really stood out was how thorough he was when checking our order — making sure we hadn’t forgotten anything and giving us real confidence before placing it. His knowledge, attention to detail and friendly approach made the whole experience smooth and enjoyable.

Wicks Tunbridge wells
Steve couldn't have been more helpful ..... helping me fit a garden gate in my incredibly small car ...... tying down my boot so i could get it back home safely and legally!!! .....Misson accomplished

Duty Manager Steve provided top notch service yesterday when I visited Wickes Tunbridge Wells. I'd recently bought a Bosch mower which had annoyingly stopped working. With plenty of empathy (and no drama) he ensured I left the store with a replacement. Much appreciated!

We went to Wicks Tunbridge Wells to order some flooring which we needed quickly . We went to the desk to see if they had enough in stock and Lily M and Chelsea couldn't have been more helpful . It was near closing time on a Sunday but they didn't rush us and ordered it for us there and then . The service they gave us was exceptional and very friendly. We also love our flooring which looks great !

I’m a regular shopper at the Tunbridge Wells branch and find all of the staff very friendly and helpful. Steve in particular was of great help on my last visit and saved the day! Many thanks for going the extra mile!

We recently ordered a kitchen from Wickes Tunbridge Wells. The design service was excellent — the team listened carefully, produced a layout that worked beautifully, and the installer was fantastic. The finished kitchen is exactly what we hoped for.
Sadly, Wickes customer service experience was the opposite. When the installer unwrapped the ceramic sink, it was in pieces. A replacement was urgently needed to keep the installation on track, but what followed was a series of broken promises. We were told the sink would arrive “tomorrow at 3pm,” then “by 5pm,” then “next week.” Hours on hold, operatives unable to access files, and a growing sense of despair for days.
One operative, Caroline, genuinely tried to help but was blocked by the system. Eventually, Gary told me the sink would not arrive until the following Wednesday — far too late.
I was so distraught. I thought I would try T. Wells Wickes. I spoke to Sam in the design department and told her my tales of woe.
‘No Problem’ she said ‘I’ve checked and there are two in stock. I will do a bit of a detour on my way home and drop it in to you in a couple of hours’. And she did!! She even unwrapped it to make sure it was undamaged!!!
Unfortunately, by then our installer had moved on to another job, having been told by customer services that the sink would not arrive until Wednesday. The delay caused unnecessary disruption, and what is most frustrating is that Wickes had stock in Tunbridge Wells and I could have just ordered a replacement sink online with 24‑hour delivery.
Ben, our assigned coordinator, eventually called back apologetically, but when he rang again for feedback he had no recollection of our case and hadn’t even reviewed the notes.
In summary: Wickes Tunbridge Wells design and installation teams were superb — professional, creative, and reliable. But the customer service department was disorganised, unresponsive, and ultimately undermined the project. Wickes needs to ensure its customer service matches the quality of its frontline staff, or risk losing the goodwill they work so hard to build.

Best customer service I’ve ever received at a DIY/builders centre! Awesomely helpful young lady at the counter!
Chelsea@TunbridgeWellsWickes

Chelsea at the Tunbridge Wells store is always there to help us . We use the store at least 4-5 days a week as professional tradesmen and Chelsea always helps us if we need anything .

Great service and very helpful staff as always!!!

Sam Greaves is a great member of your staff who listened carefully to all requirements in a professional manner

I would give no stars but you don’t have that option I had a home design visit for my bathroom it was supposed to be a hour appointment the lady was here 10 minutes said she was going back to store and would email me the design and a appointment to come in and look at product she would have chosen I never got email i have a budget to decorate whole house and wanted to start with bathroom the house needs decorating from top to bottom I feel she just assumed I did not have funds to do bathroom because the house needs renovating you should never judge a book by it’s cover