Wickes - Bristol Reviews 

Ordered a new Wickes bathroom with the help of this store. The staff member who helped us design the bathroom was helpful, however the installation ended with a shower that has damaged 2 other rooms in our house and still does not work 6 weeks later. Very poor that Wickes are willing to leave customers with a damaged property and half finished bathroom.

Booked an in house appointment to design a kitchen and dealt with Adam Weston throughout this process and from start to finish the experience was amazing! Adam had some great ideas and was really informative. He is a great asset to wickes and would recommend him to anyone. Could not fault him!

Richard Bounds from the Longwell Green Wickes was phenomenal. His knowledge and skills are brilliant in regards to our new kitchen and bathroom. Highly recommend

Superb service. Informative. Great advice and suggestions of things we hadn’t thought of. Efficient. Excellent all round. Our Expert was called Adam. He was easy to get along with and very approachable.

Adam has been brilliant from start to finish in designing our kitchen and bathroom! From the initial appointment, to the final appointment, Adam had our best interest at heart. He has made both designs look incredible and really has the time for his customers, even showing us down to the last tiny detail on each design.

Adam Weston has been extremely kind, helpful and patient during the planning of my kitchen. He has been able to answer all of my queries, however small, and so far has made a stressful time so much easier.

MADE AN APPOINTMENT TO SEE HOW MUCH A NEW KITCHEN WOULD COST?
HAD A APPOINTMENT WITH RICH B WHO WENT THROUGH EVERYTHING WITH US ALSO CAME TO THE HOUSE TO MEASURE THINGS CORRECTLY COULD NOT FAULT OUR INSTORE EXPERIENCE.
HIGHLY RECOMMENDED.

Ordered material online , arranged a delivery date and time to be delivered between 7 a.m and 7 p.m , paid, took the time off of work , driver rang at 5 p.m said he wouldn't be delivering that day and i would have to rearrange . I rearranged 2 weeks later time to be delivered 10 a.m - 4 p.m. took time off work again , this time the driver didn't even bother to ring to let me know he wouldn't be coming . Absolutely fuming - just want money back now - never be dealing with Wickes ever again better to try B & Q a little more expensive but at least they deliver when then promise .

Very helpful really nice bathroom design

We had a home visit from Gemma regarding a new kitchen and a follow up appointment in store. An unexpected very pleasant experience! Gemma was calm, actively listened and was very careful in her planning of the kitchen. She was very transparent ant each stage and explained things carefully. We are delighted with the plans and hope the finished kitchen looks as good! Thank you Gemma. We are excited to have it fitted. 5 stars for you.x

Date of experience: 30 June 2024

Last year we decided to get our bathroom re-done. We were told by Wicks at the start that we would be getting a Wicks Advisor through the process and that they would liaise between us, Wicks and the building company doing the work. We didn’t get ANYONE!! We had to liaise to Wicks and the building company through the whole process ourselves despite asking Wicks multiple times about a Wicks Advisor only to be ignored.

The building company that Wicks supplied were awful with multiple things not being done correctly.

1. The original sink waste pipe was removed, as it was no longer required. However the hole into the sewage downpipe was not capped but was left open. Raw sewage leaks from this hole and we have had to tape it up as a temporary measure.

2. The plumbing of the cold water supply developed a serious leak causing extensive damage to the downstairs ceiling and floor, which the builders had to fix.

3. The toilet fascia panel has not been fastened using the correct fittings (Keku Drop On/Hook On fittings or similar) but instead loosely forced onto screws that have been nailed through the MDF support on the carcass.

4. Floorboards were badly damaged and not replaced. My father had to fit a replacement himself.

5. Plinths were not attached correctly but glued to the floor or wall.

6. The shower wall levels are uneven.

7. The shower wall joints are visible and unfilled.

8. The electric shaver point was initially not connected to the electrical circuit and the electrician had to be recalled and also installed directly above the sink.

9. A hole was smashed into the outside bathroom wall to accommodate a larger pipe and this was not filled in. My father had to mortar it himself.

10. Hive box was moved and not refitted correctly.

11. Original corner shower shelf was fitted but wasn’t advised to maybe change it to a flat shelf to get the full use of it.

12. Sink unit was damaged while installing it but they still installed it!

13. Wasn’t properly sealed using sealant - I had to finish it myself.

14. Old bathroom took weeks for it to be collected.

15. Builders left their lunch rubbish in our front garden.

The job took ages as materials arrived over a long period and the Wickes' preferred installers were often unavailable. It was extremely difficult to complain. When we did get through, Wickes then say it is not their responsibility as they have made you sign another contract with their preferred installers who are cowboys who do the least quality job possible.

To this day we are still trying to get a few of these problems fixed!!

Waste of money!

I would strongly advise anyone considering using Wickes to think twice.

I purchased a bathroom through their 0% finance scheme. Wickes failed to deliver part of my order, leaving me to pay out of pocket for the missing goods on the strict understanding that I would be refunded. Instead of refunding me, Wickes unilaterally altered my finance agreement without my knowledge or consent — something the finance company has since confirmed was unnecessary and could only be resolved if Wickes initiated the change.

Despite repeated attempts to resolve the issue, Wickes have refused to take responsibility, incorrectly directed me to the finance company, and even claimed to have had conversations with me that never took place. The finance provider themselves have been helpful, but Wickes’ refusal to act has left me with no option but to escalate the matter to the Financial Ombudsman Service.

Adding to this poor experience:

A Hippo bag full of waste from the installation has been left blocking my driveway for over five weeks, despite repeated promises of collection. This has caused constant issues getting in and out of my home.

When I first tried to escalate my complaint, I phoned Wickes Bristol and requested to speak to a manager. I was left on hold for over an hour. While I was still on hold, my wife phoned separately and was connected to a manager immediately — which suggests either gross incompetence or a personal vendetta against us as customers.

This is not just poor service — it is a complete disregard for consumer rights under the Consumer Credit Act 1974 and the Consumer Rights Act 2015. A simple refund has turned into weeks of stress, wasted time, and formal complaints.

If this is how Wickes treat their customers when something goes wrong, I would never recommend them.

Edit: As you can see from the reply below, they are still refusing to do anything, just hoping everyone forgets what happened and moves on

Rich at Wickes Longwell Green Bristol, provided us with the best customer service. Rich patiently gave us 2 appointments to ensure we were satisfied with our bathroom design and talked us through the whole process , pricing and expectations. Highly recommend.

The work done was fine, but why did I have to wait 5 months after paying for my bathroom for it to be installed?
Also, for reasons unknown, the towel radiator supplied was for a gas central heating system. Not good for an all electric property. I quickly got a replacement from Toolstation, but when I tried to return the radiator to the shop for a refund (as both my installer and Wickes had told me to), I was told they couldn't accept it as "the consultant I dealt with had left", so I would have to go to customer services. When they can be bothered to answer the phone, I'm confident they will arrange a courier to pick up the unneeded parts...

Had an appointment with Taylor to discuss options for a new bathroom. He arrived on time, was extremely friendly and supportive throughout. Would highly recommend his services

This is a complaint. Rang wickes 15 times today. They keey keep hanging up. For no reason. I ordered a few orders from them. Everything went well. I then ordered concrete slabs and gravel. One bag was missing. The driver said that the store didn't put it in delivery and would delivery it at a later date. A week went past no contact from wickes. So I email them. Days go past. No response. So I send them video of the driver only giving me 4 bags of gravel on camera. And still. No gravel. Almost 2 weeks after the order was placed. Then Friday just gone I get a refund of delivery and the missing gravel. After complaining about being ignored and chasing up the delivery company and wickes on the phone. The very next day Saturday I get the gravel turn up which I refuse because I already received the refund. I emailed and said I refused it as i already was given a refund and was placing a new order. I placed my new order. Then today I can't log on all. Morning. Have no update access for delivery today. So I send an email. Thrn recheck website while ringing the line. The line keeps hanging up, and no one will answer the wickes phones. So I now have £89 pounds of reordered goods. Supposed to be delivered today. But wickes keep hanging up on me. Like I have done something wrong buying their goods. And wanting what I paid for. I explicitly asked for the gravel.. Not a refund. However after the refund. The gravel is no longer mine. Therefore there issues with delivery caused the mix up. I had camera and could prove I did not get the bag of gravel. It ain't my fault what happened happened. And I feel like longwell green staff are now hanging up when their poor service of delivery and setting up re delivery and refunding is what caused the problem.

Can someone get back to me so I can find out what is happening with the rest of my goods and the delivery today. As longwell green can't seem to get it right and now keep hanging up. Which sent me here. Please respond ASAP.

2 stars is because the products are good. Loss of 3 for bad service, phone calls being hung up repeatedly. So no one can sort out their issues efficiently and quickly as emails are not answered for a week. Leaving one to feel ignored. I don't even know if delivery will go through today. Leaving me wasting my time, and money tied into products I don't even know if I will get at this rate. Due to all the delivery mix ups, missing item, and refund I didn't ask for. The ref ending with 4 is the order which had the suburban gravel missing. The one ending in 7 is my new order I don't know if it will be delivered today as planned as I have been given no proper update by sprinr. And can't get one currently by wickes who hang up

I cannot see any request from you to respond. I have had a response from someone. Hopefully my order is delivered today between 3 & 7pm, as I have been told. There is no update, or tracking map showing the courier making its way to your house as usual. So you can keep track and know when delivery is near. Is just says exception is red for 25th, and nothing else.

Everything was delivered 5 minutes ago. Except a plant of timber. It is supposed to be sent out. And he showed me. That he marked it as not on board. Then pressed a few buttons and then asked. Me. To. Sign. I am a. Bit suspicious due to the fact so many issues have happened. I didn't see what he was doing when he turned the phoned away before I. Signed. He could have changed everything. Not saying he did but he could have.. Again everything is on camera the whole delivery. Showing missing item not there. I got no tracking for this delivery. Non. And no updates without ringing. Let's see what happens with the missing timber.

I drove to longwell green today. And picked up my wood. I was given a saw for free as compensation, and offered to make a complaint. I used the saw to cut the timber to fit in my car. I showed the manager all the delivery footage. And images of sprint. Sprint kept my order and faked delivery on wickes website. There were 13 re-orders for the 2 missing items and security footage of all 3 deliveries. Not 13. And this is a genuine review, which I can back with solid evidence. That I showed to staff today. Who upon seeing the video. Said they don't know why the things were delivered on the 26th August. As sprint have nothing in their system about delivering the goods on that day.

The design team are super helpful and if I was rating for them alone it wouldn't be 3 stars, but Wickes has really not got their house in order in terms of thinking through manufacturing and design of the products, for example poor instruction manuals, misaligned connections, cornices not being straight, wrong screws supplied with kit, the list goes on. Add to that missing items and long wait times for customer service, and rudeness from one particular customer service call handler then it made for months of nightmare delays and stress trying to get there. We did get there in the end, and the kitchen itself now looks great, but that's due to my installer (not a wickes installer) working around the product issues, and the design team getting involved to push through the missing item orders. Thanks to the design team, but I wouldn't want that level of stress in trying to get correct items again.

Adam Weston. He was really easy and pleasant to work with. Did not try a hard sell and listened to what we wanted. His design suggestion was perfect and he was helpful around the finer points, such as showers and flooring, also

Why bother to put stock figures on your website when the staff in the store tell me they have no control over it and it's usually wrong? My local store was out of stock of a line and so I searched online to find another store I could try. Longwell Green was showing over 20 in stock so I felt I had a good chance of finding what I was looking for, even if the stock file was incorrect by one or two. It took me over 30 minutes to drive there only to find they had none as far as I could see. I asked if someone could take another look and check and was told the stock figures are controlled by head office and the store have no control over it. I thought EPOS (something I've spent my entire life with) was supposed to help control your stockfiles and allow them to be fairly accurate. The staff member couldn't find any either, and seemed he didn't care if it had caused me inconvenience.

I asked to speak to the manager at the service desk and was left waiting and waiting (good job there wasn't a fire!) and in the end gave up standing there being ignored. I assume he hoped I'd go away if he waited long enough, and he was right.

There was no element of customer service to be seen from anyone, and clearly the customer is no longer important to Wickes.

In the end, I went to B&Q next door and picked up what I wanted at a fraction of the price.

Come on Wickes, get your act together at Longwell Green.

just now
New
Ordered bricks and cement- not too difficult. Booked and paid for delivery, planned to be in for the delivery. When it arrived, only half the delivery no bricks! The delivery guy told me he had checked and had seen that the bricks were being delivered separately. This turns out to have been a blatant lie, as when I rang customer services and spoke to a rather unhelpful and disengaged woman, she found out that Longwell Green didn’t have the bricks in stock and hadn’t had for some time. So why on earth was I able to order, pay for and select a delivery for an item that wasn’t in stock??? How b***dy ridiculous and a complete waste of my time.
Also, how on earth is the delivery guy able to get away with blatantly lying to customers?? I did get a refund because, who knew, they couldn’t fulfil my order. But had the cheek to charge me for the delivery of the 3 bags of cement , which I could’ve collected myself. Surely, it was obvious that the delivery fee was for the bricks? 🤦🏻‍♀️ I went to B n Q!