Wickes - Littlehampton Reviews 

I have spent over £10,000 with Wickes during the past few months buying materials for a renovation. Until now, I had made almost all of my purchases in store and had generally been happy with the service.

My first online order, however, has completely changed my opinion of Wickes.

I ordered 8 x 50mm Knauf Galvanised Metal C-Studs, but Wickes delivered 70mm C-Studs instead.

I went to the store to get the problem resolved. Rather than simply replacing the incorrectly supplied goods with the products I had actually ordered, I was told that the only way they could deal with it was for me to pay for the correct items again as a completely separate transaction and wait for a refund for the original order.

To make matters worse, I was also charged another £5 delivery fee for getting the correct products delivered – despite this second delivery only being necessary because Wickes had supplied the wrong products in the first place.

So, in order for Wickes to correct its own mistake, I had to pay for the goods again and pay another delivery charge out of my own pocket.

The 8 incorrect C-Studs were collected from my home on 31 August at 8:41am. The correct items, which I had been required to purchase separately, were then delivered at 3:11pm the same day.

I have dated Eufy doorbell footage showing both the collection and the later delivery, so I can prove that the incorrect goods were collected by Wickes.

More than 14 days have now passed and I still have not received my refund.

Since then, I have made repeated attempts to get this resolved: I have contacted Wickes by email twice and submitted two complaints through their official online system. I have also already tried to resolve the matter through the store.

Despite all of this, the issue remains unresolved.

I have been polite and reasonable in every communication. I am not asking for compensation or special treatment. I simply want the money I am owed for the 8 items Wickes collected from me, plus the £5 delivery charge I should never have had to pay in the first place.

Mistakes happen. Delivering the wrong size product would not on its own have caused me to leave this review.

What is unacceptable is everything that happened afterwards: requiring a customer to pay again to correct Wickes’ mistake, charging another delivery fee, collecting the incorrect goods and then failing to refund them, followed by an almost complete lack of meaningful communication despite repeated attempts to resolve the matter.

After spending more than £10,000 with Wickes in just a few months, I find this level of customer service astonishing.

I used to shop regularly at B&Q before moving most of my renovation purchases to Wickes. After this experience, I will be taking the remainder of my renovation business back to B&Q.

I purchased some goods back in June for a job, unfortunately the customer cancelled on me so I had to return the items for a refund. The goods were out of the 30days on the receipt, but I had proof of my purchase on my bank statement. I visited the store in Littlehampton and spoke to the Manager on duty (Tom or Tim) and he was very understanding and polite and gave me a refund onto a gift card. This was very kind and thoughtful of him. Whenever I visit this branch, the staff are always helpful and polite.

Wanted a white, round downpipe bracket. After a good search, asked. We do square section solely, and only grey and black. What planet are they on? Dont get me started on awful quality, rip off price fence panels.

Brilliant service. Always happy to help 😊

As usual with wicks the experience was no good nor bad, in the Littlehampton branch. I am wondering whether any of your staff have ever had Customer training and the art of being courteous because it’s sadly lacking with anybody you deal with there
Still layout is good well organised product. Line is good. The biggest problem you’ve got is your staff who have no concept of what customers mean to their future.

Staff always friendly, always helpful & Kelly R is always a friendly face in the mornings!!

Amazing customer service received from Kelly. She was very helpful and friendly and knew exactly what item I was after. She had a lot of knowledge and was very happy to help.

The staff are all friendly and helpful ,
I'm there most weeks as a trader, Kelly and all the other till staff always greet me with a smile

Kelly was really helpful with everything that I needed

Kelly was a great help, I needed paint mixing an no one else knew how to do it properly, jelly was a fantastic assistant and a great asset to wickes

Unfortunately the customer service was terrible. The woman who served me didn't even look at me as she was more concerned with chatting to her colleague at the till. She scanned the items and continued talking and looking at her colleague while ignoring me, I then paid and had to wait about 10 seconds for her to push the button to get my receipt printed while she kept talking and even more time for her to take the receipt and give it to me. Its the second time in a short period with this particular store this has happened, not impressed.

UPDATE Wickes has contacted me and reviewed the issue so adjusted rating.

Steve from the design team came to the house to discuss a new bathroom as we are unable to get to the store.
Lovely gentleman and explained everything in detail, answered all our questions and concerns. He was also willing to do a call, face to face, once we had decided to proceed to discuss shower bath etc.
Unfortunately we are not going ahead with the bathroom at this time but would wholeheartedly recommend the design team for being so helpful, kind and professional.

Excellent service from Wickes Littlehampton, the staff were so helpful thank you 😀

Millie was very knowledgeable, helpful and informative. Will be placing our order shortly.

I arrived at the Broad Piece, Littlehampton store to be greeted with a long queue at the tills. The fork lift truck was operating and access to the bags of sharp sand was blocked.
Sarah Wood, Operations Manager, spotted me from behind the Customer Service till and offered to help. She asked if split bags would be OK, as they were easily accessible. She then put two split bags into strong new outer bags and helped me load onto the trolly.
She served me at the Customer service till, after dealing with a refund for another customer who had arrived in the meantime. She also discounted the price for the damaged goods.
I was happily on my way within minutes.

Millie was very helpful at my initial enquiry not pushy, left it to me, to contact her for a design appointment.
Millie arrived promptly, for the appointment, was very polite and efficient throughout, We were pleased that she came up with suggestions that we hadn't thought of with the design.
The appointment for picking out cupboard style and worktop was also a good experience with Millie, who again was helpful. The design was perfect and Millie was happy to make a couple of changes for us.
Millie has kept us informed throughout the process, with the fitters.
Overall, we are happy with the service Wickes have provided, from the design process, contact with fitters and being informed as to when our kitchen will be delivered.
Thank you

Millie is so good. She is very up to speed with all kitchen products and made the whole thing easy from design to booking the fitting team. Many thanks.

i am a female oap but know a little about diy, over the past few months i have twice relied on help from the staff and both times the advice was wrong , the second time being adviced on staples for a staple gun that turned out wrong and broke the gun so had to buy a new one and wasted £15 did go back and explain but a waste of time. From now on i shall go to B & Q they have more stock and staff who know what they are talking about.

Kelly and Sarah, your patience, listening skills and professionalism in patiently explaining how an electrical product works to a complete novice.

Wickes you are finally doing something right and employing staff that truly appreciate their customers.
The branch was littlehampton and I will certainly go there again after such excellent customer service.

Thank you for sending my order by City Sprint this morning - top notch service in every respect. Thank you