Wickes - Northallerton Reviews 51

This is now resolved as I have accepted a resolution from the customer relations team.

I ordered 23 packs of flooring to be delivered, however I was later contacted and informed that only 21 packs were available (lost stock). I was also told that due to access requirements involving a forklift truck, only 9 packs could be delivered on the Saturday, with the remaining packs to be delivered the following Saturday.

Although this arrangement was inconvenient, particularly as we live 93 miles away, I agreed on the understanding that the balance would arrive the following week.

The 9 packs were not delivered until after 7pm, which suggests there had been sufficient time for the full order to be delivered on the same day. I was informed that the delay was due to someone calling in sick. This resulted in a late return journey of 93 miles.

During the following week, I spoke with Ang, who assured me that the remaining packs would be delivered as agreed on the Saturday. Based on this, we travelled 93 miles the night before. However, when no delivery confirmation was received, I spent considerable time trying to contact the store, only to eventually be informed that the delivery would not be taking place.

We had already opened all 9 packs delivered previously, but this quantity is insufficient to complete the downstairs flooring in our new home. As a result, I have had to place a new order for additional packs to be delivered to my current home and I will now incur further expense in hiring a van to transport them the 93 miles required.

Given the inconvenience, additional costs, and considerable time and stress caused by this situation, I would like to request appropriate compensation. I have been a long-standing customer of Wickes and have always found their service in my local area to be reliable and helpful, which makes this experience particularly disappointing.

This is totally unacceptable. They processed the refund for the remaining packs as a return. I did not return them. They refused to deliver them. I suggest this store is investigated and a stock take is done as they are also losing stock.

Stock listed on website, zero stock on the shelf. Jen made the effort to check high level stock, get the lift and bring it to me, thanks a lot for a great service.

Really pleased with my visit to the store this morning . Steve was friendly and really helpful!

We have just purchased a kitchen from Wickes, Northallerton. Adil (design consultant) was great. He highlighted things that we hadn’t thought about. He was very thorough and made the whole process a very good experience. Excited for the kitchen to be fitted. Thank you Adil.

Excellent experience at Wickes Northallerton today - Angie was very helpful and kind, 5* feedback to her!

I went to Wicks Northallerton. The girls in here are fabulous especially Heather. Nothing was too much trouble. Kind and very helpfull.

Sarah at the Northallerton Branch was helpful and informative. My husband and I really appreciated all her help.

Still waiting for replacement worktop job to be done. How much longer? Almost a year since we reported a fault and we have been storing your worktops since August.
HOW MUCH LONGER? SOMEONE PLEASE HELP SORT THIS OUT
Hopefully Watchdog will respond with some help following my email to them.

This is about my kitchen experience.

Designer from Northallerton store came round and measured up. He gave an estimated price for everything. Was told the fitter would measure everything properly I would be told the actual price if different.
Went ahead with the kitchen. 3 months later was told we needed to pay £2k within 24 hours because the estimated price was very wrong and we weren’t told about it (it needed paying before the fitter turned up in 24 hours to start fitting - a date arranged for months).

Kitchen fitter was very good, probably the best in the region from what the tiler and plasterer said.

However, 4 months after, started noticing small paint chips on 1 draw panel. Only one.
The 10 year guarantee means absolutely diddly squat as they said it was due to poor maintenance/ not caring for it properly.
I argued that I’ve had kitchens for 25 years and never seen anything like it. It is only on one panel and they still wouldn’t replace it. I then pulled out a trump card and said I was following the care advice and sent a photo of a product that complies with their care guide. They reluctantly sent a new panel out but refused to pay for fitting.

It is an absolute joke and it’s like dealing with people hiding behind computers. The customer service is a joke. One guy was so obnoxious the conversation quickly escalated into a row and he refused to help me anymore.

I wish they just listened to themselves. Why would one panel have 15 paint chips on and no other panel in the kitchen have any.

Keanu was the supervisor who refused to do anything for me - probably hiding behind his computer and wondering how to celebrate his 21st birthday.

So, I repeat - the 10 year guarantee is worthless. Just look on Facebook for hundreds of people that experienced the same as me - all complaining about defective paint and the company refusing to help. I even asked them to get someone round to take a look as they would see that it was defective as you could tell the paintwork on this panel was lower quality than the others but they refused to do that.
Also bear in mind you pay £30k for their top line bespoke kitchen and they refuse to replace a panel for £100 retail value, at considerably less cost to them.
As you can imagine, this causes distress - and I don’t understand why they don’t sort it as now I’m telling anyone and everyone to avoid Wickes. I’ve still not had the panel replaced (even though I’ve got the panel, mainly because I can’t do it myself) so everyone can see the shoddy quality from Wickes.

Don’t do it - things are ok when things work - it’s when things go wrong you are really up the creek.

Edit: thanks for the reply but that doesn’t help me does it

I was undecided how to attach brackets to a crumbling wall and steel lintel, very helpful and experienced advice. Job completed and would recommend this store.

From start to finish this kitchen has been one long nightmare. From bad planning from the Northallerton branch with doors that don't open, cabinets too big and too small - its been horrendous. A kitchen that took one week to install went on for approx 3 months and us living in utter chaos. Bad planning/delivery/admin/customer service to name but a few. Wrong delivery's, wrong replacement deliveries, damaged good, replacement goods damaged, unbelievable shoddy workmanship in some areas. Shoddy workmanship replaced with equally shoddy workmanship in some areas. Although the emails from Alasdair from customer services were always polite non of the problems were addressed - just passing messages onto the installers. Telephone calls from abrupt rude person based in Northampton. We had no choice but to use damaged items that the installers have hidden well. If we hadn't used them it could have been another 3 months to get replacements. Pre ordering our kitchen we were told by the planner (Northallerton) to come to me with any problems but when we did he changed his tune and said to deal with customer services. He did nothing to help us except argue and tell us how wonderful he was and carry on with his presales patter.
Only once did one of my emails get taken seriously and that was because I threatened them with legal action. After approx 3 months we are finished with Wickes and will have to live with the problems we have been left with. We have damaged items in our shed that they told us to 'just get rid of them' Maybe we should send them an invoice for storage and disposal! Keep well away from this company if you are looking at a new kitchen. the above is just the tip of the iceberg, there is too much to document on here.

David Sinclair sorted us out from start to finish! Couldn’t have been better - kitchen of our dreams - perfect price and he left no stone unturned

Bit hit and miss. Staff are good and do everything they can.
Carpark is terrible at times as shared with adjacent gym. Not owned by Wickes.
The area near the checkout desks is poorly lit as lights have not been on for months. As soon as walk in the door it seems badly lit at the front.

The assistant that helped me, Steve Holt, at the Northallerton depot, could not have been more helpful and knowledgeable. His advice and expertise of the products I needed for the project i was tackling, was 2nd to none. He was happy to take the necessary time to ensure what Wickes supplied was exactly what we needed and explained the benefits of said products. I went out of the shop feeling confident in what I'd bought and so pleased that Wickes employed people that were happy to help customers who weren't 100% sure what they needed.

Northallerton Wickes was very quiet first thing this morning. I was looking for a particular screw and asked at the the till. The lady pointed my to the aisle and when I said but it is like looking for a needle in a haystack she just agreed. Correct response - I'll ask someone to help you! A different DIY shop went the extra mile to me. No more Wickes for me.

We had a kitchen designed by David Sinclair of Wickes Northallerton. From start to finish he listened to what we wanted and guided us through the process, never pushy, always helpful and knowledgeable on the process. We were so pleased that we have been back to him to get our shower room upgraded to a wet room. Thoroughly recommended.

Had to go to Northallerton store to pick up some building materials. As it was a bit too heavy for me I asked for help and a very nice man Steve Holt came to help. He got everything I needed went with me to the checkout and then put it all in my car. He was so pleasant and kind and he is one of the reasons I shop there

Well after a horrendous day running from county to county fixing unexpected disasters I thought I better get a head start on tomorrows problems! Thank goodness Wickes is open untill late. I requested the assistance of Craig who immediately stopped the job he was doing to come to my aid. Explainations, diagrams and advice on the types of wood I needed to complete my project were given freely and were most helpful! The boss, Richard, was assisting other customers but Im sure he was quite impressed by Craigs thorough attentions. Such great customer service was only continued when I reached the checkout and my phone died so I couldnt pay! Yes it was one of those kind of days, friday 13th for a reason! I was given a phone charger by a lovely young lady (sorry I didnt catch your name) to use to solve the latest problem and after a few minutes I was on my way home, finally! Such lovely interaction with the employees i could even see myself stood behind the check out as part of this friendly welcoming team 😉. But of course special thanks to craig

We are delighted with all aspects of the service & advice given - in particular, the lengthy sessions we've spent with Adam have been especially helpful.
We had little idea of the kitchen we wanted & needed Adam's expertise, patience & warm manner when devising & re-visiting plans.
We look forward to the kitchen taking shape & we are confident that that phase will go well. The planning phase was a really positive experience - the range of display kitchens really helped the process.
Adam's expertise, patience, care & advice are the main reasons for our 5 star rating.

Adam Mason was really attentive and actively listened to how I wanted my new kitchen to look and how I would use it. He made positive suggestions that matched the style of kitchen I was looking for. As I hadn't been matched with a fitter he is in the process of chasing that up. Looking forward to sharing the end result with Adam so he can see his designs in situ.