Wickes - Aylesbury Reviews 

Chloe designed our kitchen with a high degree of professionalism...product knowledge, creativity, attention to detail and accommodating to change requests....first rate!

Martin was fantastic. We wanted a new kitchen but we didn’t really know where to start. He helped us with the vision create a dream kitchen in our space and the experience was really smooth. We were able to do extra work as well including new flooring and radiator so having it all fitted out by the same company makes for a far simpler and straightforward process. They are very knowledgable at the store. Definitely recommended.

Martin was very knowledgeable and came up with a great design. Customer service excellent!

At last wickes seem to have identified there identity as a merchant rather than a DIY store
Staff always helpful and knowledgeable on stock and well versed on there products 👍

Went into wickes Aylesbury on 14 December to look at a new kitchen. The lady was really helpful and booked me an appointment on Monday 16 December for someone to come and look at my kitchen and see what I was looking for. The chap duly arrived early as he had been nearby and had finished early. Red flag already.
Anyway after telling me my kitchen was small and it is what it is several times he then went on to say he had a large house and a second home in Spain where he was going over Christmas. The whole thing was cringe worthy and clearly he didn't want to replace the 12/13 cupboards and thought the job was beneath him.
No contact to date which is just as well as wouldn't trust him to organise my shed.

Such a disappointing service from Wickes.

One-Star Review for Wickes Kitchen Installer

Our experience with Wickes kitchen installation has been an absolute nightmare. Let me start by saying that Chloe Folds from the Wickes design team was exceptional. Her meticulous designs, attention to detail, and commitment to ensuring we got the kitchen we wanted deserve 5 stars. Unfortunately, everything went downhill once the Wickes-appointed installer got involved.

The agreed works included plumbing in taps for our fridge in the garage and repurposing old cupboards there. From the moment the installer started, issues began to arise:
1. Incompetent Workmanship
• The cupboards were installed so low in the garage that we couldn’t park a car. When asked to fix this, he moved them but drilled through the wall, damaging three bricks on the exterior of the house. He initially denied causing the damage until I provided photos of the bricks he placed on top of the cupboards! Only then did he accept liability and agreed to repair the damage—but only after constant chasing.
2. Unethical Practices
• The installer insisted on cash payments for the additional work—over £3,000—claiming it had to be “off the books.” Despite paying in full, he refused to provide an invoice, ignoring repeated requests.
3. Terrible Hand-Off
• The kitchen was handed over in an appalling state: drawers filled with parts, dust, and rubbish. The new radiator wasn’t fully installed, and the thermostat was left on the windowsill rather than attached to the radiator as per the drawings.
4. Dangerous Electrical Work
• He (or his electrician) wired our Hive unit incorrectly, knocking out our boiler and leaving us without heating during winter. We had to pay British Gas to fix the issue. It makes us nervous to think about the safety of the kitchen’s wiring overall.
5. Unprofessional Behavior
• He used our paid-for skips to dump rubbish from his house or other jobs. Some of this rubbish was left in our garage!
6. Extortion Attempts
• After damaging our property and providing subpar work, he demanded an additional £400 for refitting the cupboards (which he did wrong the first time). When we refused to pay, he threatened court action and blocked our numbers.

To make matters worse, there was zero support from the Wickes installation team throughout this ordeal. Despite appointing this installer, Wickes took no responsibility for his actions, leaving us to deal with the fallout alone.

This experience has been exhausting, costly, and deeply disappointing. Wickes should reconsider the contractors they appoint and take accountability for the behavior of their installers. Avoid their installation services at all costs.

Thanks for the memorable experience, Wickes! Never again.

Abysmal Customer Service and Installation Management

I deeply regret choosing Wickes for my new kitchen. While the design team was professional and the installation team friendly, the entire experience was marred by the incompetence of the Customer Experience Team and Installation Manager. The installation was botched, with a major error involving the fridge placement. When I tried to get this rectified, I encountered a wall of indifference and unprofessionalism from Simon Bloy, the Installation Manager. His communication was non-existent until I personally intervened, and when he finally deigned to speak with me, his attitude was dismissive and confrontational.
I was told to put in a formal complaint which I did. On follow up, I was informed there is no feedback and the complaint is managed internally. How is that a valid complaint process. I still haven't heard back.
Simon's attempts to deflect responsibility and blame others within Wickes were appalling. He refused to provide even a rough timeline for fixing the issues, leaving me in limbo.
His dismissive attitude extended to other problems, like the damaged floor as a result of the installation error, where he expected me to handle everything despite it being Wickes' error.
The Customer Experience Team was equally unhelpful, failing to address my concerns or provide any meaningful support.
It's clear that Wickes' after-sales service is severely lacking, with no accountability or genuine desire to resolve customer issues. I strongly advise anyone considering Wickes for their kitchen to look elsewhere. The stress, frustration, and sheer incompetence I've experienced are not worth any potential savings. A company that treats its customers with such disregard doesn't deserve your business.
Save yourself the headache and choose a more reliable and customer-focused company for your kitchen needs. Wickes has thoroughly failed to deliver on their promises and has shown a complete lack of respect for their customers.

Addition: It is curious that Wickes have now replied to a public comment within an hour, yet have not made contact on the initial complaint over 6 weeks ago!

Additional information requested:
1st email: 17/11/2024
I was asked to submit a complaint for which I did.
21/11/2024: I provided the below information to Chelsea from the homedelivery team and was informed the details would be passed to the required team.

22/11/2024: I received another reply from the homedelivery team who told me it had come through to the wrong team and I needed to go back to the CE.

I replied to that email and haven't heard anything.

All these emails should be in the case notes if Wickes wish to get more information.

Paid £13000 for the new shower room installation.
However, in 3 months time, the toilet started running constantly water due to a faulty siphon, then in a week's time no hot water in the shower. The toilet seat metal caps were faulty since the installation, but the file was already archived. Warranty team is appalling, just said "can you descale your shower with a white vinegar". 18 days passed since the toilet is leaking and 11 days passed since no hot water in the shower. The warranty team is useless. I will contact the Ombudsman for the help to resolve the issue.

I purchased a kitchen through Chloe Folds at Aylesbury Wickes and it has just been completed. Chloe was a pleasure to deal with and made my dream kitchen a reality. Thank you Chloe and the Aylesbury Wickes store. The quality is excellent and the design is perfect. I am a very happy customer! Highly recommended.

I purchased a bathroom and kitchen through the design service.
Chloe in Aylesbury was amazing, she completely understood my needs, style and put together a fabulous design. Her knowledge of the design process, items and products was outstanding and her customer service was second to none.
I would not hesitate using Chloe at Aylesbury Wickes again.
She is an asset to the design team. I would highly recommend her to anyone looking for a new kitchen, bathroom or both.
Thank you Chloe, lovely job. 😁

Fabulous experience from Wickes but especially Chloe Folds who has always been there to help us through the process. She’s been fabulous thank you Chloe x

I dealt with Martin to design our kitchen and I couldn't be happier.
He listened to our ideas and made them happen. He also suggested tweaks to our design and fully explained the reasons why, all of which enhanced our plans.
Brilliant service.

Martin is very knowledgeable, extremely helpful and a really nice person. We were guided through the process of ordering a new bathroom with ease and respect for our wishes, plus some great insights and ideas to make things more suitable for us.

Can’t thank Martin enough for his time and expertise in bringing my dream kitchen into its first stage of development. He took the time to listen and understand what I wanted and help design a kitchen that would work for me and look absolutely beautiful.
Also, can’t heap enough praise on the kitchen installer, John. A few changes were made during the initial survey that took the kitchen to a whole new level. John dealt with the deliveries and all the nonsense so the whole experience was pain free. Brilliant service.
I’m still in awe of the professionalism, the care taken and John’s eye to detail. Absolutely nothing was too much trouble and it wasn’t just the kitchen units, it was the walls, the floor, it was the whole lot!
I’m blown away by my kitchen every time I go into it, over the moon is an understatement. I still can’t find the right words.
I can’t thank these guys enough.
And obviously thank you Wickes.

Great help and advice from Chloe at the Aylesbury branch of Wickes. Thoroughly recommend using the service. Bathroom measured, planned and assistance given selecting all bathroom products. Very professional and helpful.

We would like to thank Chloe for helping us change our old tired looking bathroom into a sparkling, fresh and modern one. From the first visit we were impressed with Chloe's knowledge but also that she had empathy with what we wanted to achieve. She listened and guided us where necessary to realise our goal.
The fitters were friendly and professional. The quality of the finish was excellent. We went away to allow them to get on with the work and there was no problem when it came to contacting us to resolve any issues even to the point of sending a video for us to look at the issue.
The work was done in the promised time. An issue did arise after they had finished but after a phone call they returned and sorted it out without any fuss.
The whole project was done professionally and efficiently by all parties involved.

Impeccable service from start to finish!
Chloe Folds - Aylesbury Branch Sat with us and talked us through the design to what would work best for our kitchen, there were a few changes made on our behalf and Chloe was always helpful and very professional.

Overall we are very pleased with our bathroom install from Wickes. We decided to go with them as we wanted a direct point of contact if anything went wrong (after some bad past experiences with contractors). Chloe designed the bathroom with us and was friendly, knowledgable and attentive throughout. She made good suggestions and always replied quickly to any queries. We had a few small issues with the install - but mostly this was miscommunication between us and the installers. The installers were good and worked at pace but sometimes made decisions we think they should have checked with us first. We always find installers dont take the time to quickly check things and as a result a few minor finishes aren’t quite what we wanted but we are overall happy. We did have two faulty items delivered (not Wickes fault) and the customer service team weren’t great getting it sorted. So we contacted Chloe and she sorted it immediately for us. We would use Wickes again.

What promised to be a good service turned out to be a catalogue of bad communication between the designer and the installation team, lack of response to emails and long waiting times on the phone to get hold of the alotted customer experience person who was rarely there and didn't show any concerns when problems were mentioned.
The only reason for the 2 stars were for good materials and the installation team who I'd give a higher rating if I was rating them on their own.
Things that went wrong: The bathrooms were completed but nothing was arranged for painting the walls etc. even though this was discussed with the designer. Very large tiles were delivered on a day where I was on my own, and it was only down to the kindness of the driver who helped me put them in the garage. Wickes had been asked to get them delivered on a day when the installers were on the premises. Some deliveries had to be chased as they didn't arrive on the specified day. On day one when the installers arrived I was told that they were short on tiles and that weeks before, the lead installer had asked for more from Wickes but that had not happened. I ordered them myself and it took 7 working days for them to arrive, which held up the project.
Now we have a large waste bag that needs collecting and no one seems to know who's responsible for arranging collection as we weren't told about this during the ordering stage. I was under the impression that Wickes "took care of everything so you didn't have to worry" when using their full design service. Nothing could be further from the truth. My partner and I are exhausted worrying during the whole process and it's not over yet.