Wickes - Glasgow Reviews 

A cautionary tale of Wickes...

Our kitchen was ordered in November 2022 from Wickes in Glasgow and delivered on the 6th February, 2023. we were told it would take a week to install, however, nearly two years later the problems are still ongoing, as are negotiations with Wickes.

During the initial installation there were problems with incorrect units being delivered and some having to be altered to fit on site. The oven housing had been installed and an eye level double oven fitted. The granite work surface was ordered and four weeks later it was installed enabling a sink to be fitted, but the hob which had arrived had not been opened and was found to be incorrect. By mid March we still did not have a full working kitchen.

Following the installation, a major problem arose with the Tiverton kitchen units, with several drawers refusing to close and others no longer lining up. These units are manufactured by a sub-contractor to Wickes called Gower Kitchens. The drawer and door fronts had swollen / expanded under typical (normal) kitchen conditions. After numerous emails to and fro, including us sending detailed photographs, Wickes eventually sent their installation manager to see for herself. This was only after repeated requests from us for someone to attend. 

Wickes then tried to blame the problem on a dampness issue with the kitchen. They initially wanted us to pay for an independent consultant to investigate the issue but we knew there was no inherent problem with the kitchen and we were unwilling to commission an investigation at our expense. Barclays Partner Finance eventually agreed to pay for the independent consultant who made two separate visits to our property (apparently on his first visit he omitted to take all the readings required). His readings were all 'within range' and his report concluded that there was no dampness issue with the kitchen. Wickes thus had to accept this.

Wickes then offered us two options to resolve the problem with the Tiverton fascias: 

1. Replace the fascias with ones of the same colour but from a different range.

2. Replace the Tiverton fascias with new Tiverton fascias.  

Option 1 was unacceptable to us because the alternative range was not real wood, thus inferior to our original choice, and would leave us with a 'mix and match' kitchen made up of two different ranges. Replacing the Tiverton fascias with new Tiverton fascias was hardly an ideal solution either as those would be just as likely to swell as the originals. That said, we were reluctantly willing to accept option 2 on the basis that it would be combined with an offer of compensation from Wickes to make up for the 'non-resolution' and two years of delay, upheaval and inconvenience. A compensation figure of circa £900 was discussed with our point of contact in Wickes Customer Relations (all in, the cost of the kitchen was over £20k). 

July 2024...enter the Wickes Corrective Action Team.They said that the fascia joint swelling was not clear enough for them and they wanted us to go back to square one, i.e. more photos, etc. We eventually resolved this and Wickes again accepted that the problem lay with the fascias / drawer fronts themselves. However, this episode caused us to lose what remaining trust we had that Wickes were responding to our complaint in good faith.

The current position is that Wickes are refusing to confirm any compensation figure unless and until we accept one of the remedial options above. We are disinclined to do that since we no longer trust Wickes to be fair in their compensation offer. After all, they have dragged their feet and tried to wear us down for the best part of two years. They are also refusing to extend the guarantee for the fascias (the original guarantee period is nearly up!) though they say they are willing to "ask the question". 

In our latest comms with Wickes we've been presented with a 'take it or leave it' ultimatum. Either we accept one of their proposed remedial actions for the fascias, without any commitment from them on compensation and guarantee period, or else we take our complaint to their recommended complaints resolution agency, FHIO (Furniture Home Improvement Ombudsman). Instead we plan to sue for breach of contract under the Consumer Rights Act 2015. 

Bad news travels fast and Wickes is bad news.

Overall great experience .
I didn't have a clue what to get for the job needing done but Declan in the London rd branch was brilliant..... future manager in the making.....

Entering Wicks Glasgow we were greeted with a cheery but very Skinny Santa but he was very very cheery and helpful, he took us to the area we needed to be in but unfortunately the store didn't have what I was looking for so 3 stars for stock and a 5 star for Santa Declan.

I was told to expect them to take a full week, but they were done, dusted (and vacuuming!) after just two days.

The fitters (Gordon Menzies and crew) came right on time after coming highly recommended by the Wickes agent (Kenny McCarlie) and they just got down to it.

If they'd been rushing things, or doing a slapdash job, I would have been worried, but everything looks to have been done to a really high standard, lots of details being even better than I expected.

I don't think I even did much to help, other than offering them cups of coffee and pretending to know about the football that had been on at the weekend.

Five stars all round, and I've already been recommending Wickes and Gordon and his team to others.

Kenny was more than helpful in assisting us with choosing our new kitchen. He showed us lots of solutions to spacing problems we had, and was friendly and informative.

Excellent service from Daryn while planning our new kitchen. He took time to understand what was important to us and planned the perfect layout that ticked all our boxes. Price was also very reasonable on the final plan. Very happy with the outcome and cannot wait to fit our new kitchen.

Kenny was very professional and friendly. Design and price was perfect.

From the start we were impressed with the professionalism and depth of knowledge displayed bye Daryn Williamson the kitchen designer and planner. We were using Wickes as a yard stick to compare prices and quality against the company our builder was pushing as preferred bidder. We have developed property over many years and went against the builders advice. Our builder is as we speak going to Wickes to supply him with a kitchen for his own home. Enough said. Quality Price and delivery all excellent.

If I could give zero stars I would. One star seems too generous for this disgraceful company.
On 6 Sept 2024 I ordered a significant amount of tiles for a new property at a substantial cost.
On delivery 27 of the large tiles were broken. These were photographed and images sent to Wickes for replacemnts to be arranged.
After a catalogue of phone calls, store visits and emails this company could only manage to deliver 9 new tiles. They refused to believe, despite there being photographic evidence, that 27 tiles were broken. After several weeks, involvement of the Ombudsman and with very welcomed help of an in-store manager, the tiles were finally replaced to allow works to continue. This has delayed entry to the new property by 1 week.
The customer service from this company is the worst I have ever experienced. They simply dont want to know after they have taken your money. They try to wriggle out of every complaint by blaming someone else. They refuse to engage or reply to emails and when you do finally get through to the contact centre they are very very poor at dealing with the issue.
Never again will I purchase anything from Wickes. Be warned folks, if anything goes wrong with your order you will have a long battle on your hands to get it fixed.
Only today, some 7 weeks after my initial purchase, do I finally have some resolution.
Wickes - you should be ashamed of your lack of service, empathy and overall customer experience. Your staff need some re-training and quickly.

Hi, tricia is great always happy and helpful service with a smile 🙂

Went to Wickes in Glasgow for help with a new kitchen and met Kenny who helped us plan and design everything that we needed.Kenny took the time and listened to what we wanted unlike some other places we had tried who just dismissed what we were telling them ! Can’t rate Wickes and Kenny highly enough and highly recommend them to anyone looking for a new kitchen

We go into wicks every morning staff are very helpful always happy

Great experience and very friendly staff tricia... liz and kenny were very helpfull

Great service purchasing our new kitchen from Kenny McCarlie at Glasgow store

Always shop in this store staff are helpful in all aspects of the store , if it be on the shop floor or at the checkout.
Store is always kept tidy and never obstructions in the aisles .
The store is very good towards charity's with goods displayed clearly optional donation to a said charity.
Till staff are always nice and pleasant , are good at listening to a question of an item of stock.

Staff on the front desk (Tricia) and the other girls are always giving great customer service along with the staff through out the shop floor ie when trying to source particular items. In the store a couple of times a week and never come across any issues.

Very helpful staff and in particular Alan, mixing paints with no problem

Called the store to check stock of an item and Morag one of the staff was really helpful, locating and loading the items onto a trolley before we arrived. The store manager (name I didn't get) also came along to help and the while experience was first class. Well done Wickes Glasgow team.

Wickes London Road Glasgow

Manager and till attendant always unhelpful, poor attitude and obstructive to help. This is my experience ever time I go to this store. Will not use again. Have written a full complaint to HQ and explained my issues.

I am still waiting for the request for further information from you so that this can be looked into further via Trustpilot. I had an ensuite and bathroom fitted in March this year. The vanity unit when it arrived was far too big for the space and had to be re-ordered from a different company. The tiles that were fitted by the installer in the ensuite were from 5 different batches they should all be from the same batch. The attention to detail and finish was poor in the ensuite. I had to regularly point out areas that needed fixing. There is no transparency of costs for the installation as it is not shown on the order. In June a settlement was agreed. I have now discovered that the measurements and guide for work to be undertaken: that was first measured by the design consultant, then checked and agreed to be accurate by the installer for specialist work was not correct. This has all been paid for and I have therefore been overcharged for this work. Can you please send me a private message so that I can resolve the problem.