Wickes - Stafford Reviews 93

Excellent service from kitchen design consultant Deb, friendly, professional and explained everything with clarity from start to finish.

We decided to book an appointment with wickes for a new bathroom, And the Design consultant Deborah Mason came to our house to take all the measurements and then we went to the store next day to choose our bathroom,
Deborah was very helpful in guiding us on choosing what we wanted and advise in all aspects, she is a credit to your store so thanks again Deborah and we hope the finished project is as good as she was 👌

Deb was extremely knowledgeable about Wickes kitchens and the design appointment was a pleasant experience, thank you.

The 5 star review is for Alfie Johnson at the Stafford DIY. He was the most helpful customer service yet.
Listened to what I had to say about not getting emails for 2 returns. He got this sorted out quickly and efficiently. I have my emails, and he answered my questions responsibly and quickly. Thankyou for your full attention Alfie.
Kindest Reagards Mrs A Hill

I was charged for a large sheet of roofing material that I had not received. I was asked if I was sure I hadn't put it in my trolly by mistake. They made me feel very grateful for the refund service I had received;
I had to pay £10 in diesel and waste of 90 minutes of my precious time with my young childen. Call me old fashioned but a SORRY might have hit the spot; or even refunding my £10. After all it was Wickes fault !!! Would they have brought my refund to my house? instead the customer is taken for granted and expected to run to them.
Just because it has become the norm doesn't mean that its right.

FINALLY AND MY MOST ANNOYING FACT IS THAT THEY DON'T OFFER FORCES DISCOUNT.
So I would like to thank all serving and veterans for your military service.
Some very small firms compared to yourselves attract customers by offering Forces Discount compared to as opposed to those who who normally vote with their feet.
When you run your next adverts on the television you could put a note or a brief statement stating that you NOW offer Forces Discount to anyone who can prove their military status.

Perhaps margins are too tight and they have to look after their directors Remuneration; long before they think about anyone else.

Visited the kitchen design department and was helped by Deb and Sarah. They were so friendly and helpful. Solved my problem quickly and efficiently.
Five star service
Thank you both so much

I am writing to formally complain about my treatment in STAFFORD today at approximately 2:30pm, relating to click and collect returns under order numbers 695537174 and 695501931.

I attended the store to return items and query the refund amount, which I did not understand. What followed was a confusing and unprofessional interaction involving three members of staff, all of whom gave conflicting information.

I was initially told that the refund amount was lower because I had a trade account and had received additional discount. I made it clear that I do not have a trade account. This was checked and confirmed, despite at least 5 minutes of insisting I had!?
A separate member of staff then stated that the refund amount appeared to be incorrect and that I may in fact be owed more. This directly contradicted what I had just been told.

At no point did the 3 staff appear to agree on the figures or provide a clear, consistent explanation. At one point the 3 members of staff were stood together disagreeing on the refund amount.. This lack of clarity was the main reason I continued asking questions.

I was invited on two separate occasions by 2 different members of staff to look at the computer screen behind the counter to review the figures. As I wear reading glasses and did not have them with me, I stepped slightly around the counter only after the second invitation in order to see what I had been asked to look at.

Despite this, I was abruptly told by the Manager Deb to get back to the other side of the counter and spoken to in a raised and confrontational manner.

The situation escalated further when the Manager Deb accused me of being “intimidating”, asked me to leave the store, and threatened to call the police. I want to make it absolutely clear that I did not raise my voice, swear, or make any threats at any point. I complied immediately when asked to leave and prior to doing so asked politely for someone to clarify the sheer confusion, regarding different suggested refund amounts.

The entire situation was caused by unclear and contradictory information from 3 different members of staff. It is unacceptable that I was made to feel at fault, embarrassed, and ultimately asked by the Manager Deb to leave the store, when three members of staff themselves could not agree on the explanation.

I have since spoken to customer services, who with patience and respect confirmed the refund calculation was correct. However, that does not excuse the way this situation was handled by the Manager Deb. A clear and consistent explanation at the outset would have avoided this entirely and I state that the Manager Deb is unprofessional, rude and has no place in being trusted to manage a strore!
The Manager Deb’s level of customer service skills is way below that expected of a Manager and clearly has zero patience and understanding.

As other customers were waiting in the queue to be served, I would state that the manager Deb is a sexist and embarrassment to the good name of Wickes and misrepresented the Wickes store in every way possible.
As I was stood calmly making a note with a pencil on a receipt of their name + the time of the incident they became irate and threatened to call the Police!
Such a threat in itself goes to show the Manager Debs lack of customer service skills - as at that point it was clear I was simply writing down the name before leaving the store:

The manager Deb in my opinion is a sexist and should be sacked and replaced with a manager who shows empathy, patience and understanding. Instead of creating a scene in front of the many other customers in an attempt to portray a male vs innocent female scenario.

I must note that when the manager Deb threatening to call the Police because they felt intimidated- that the 2 male members of staff who were at the tills walked away and attended duties else where.. perhaps this is an indication that they also saw how emotional and ridiculous the manager Deb had become.

The manager Deb is clearly out of their depth as a manager and would perhaps be more suited to re-stocking shelves or sweeping the isles.
I will state that any role which involves customer liaison is far above and beyond their capabilities.

I have been a customer of Wickes for many years, and as a result of this incident I now feel extremely uncomfortable about returning to the store. Being accused of intimidation and threatened with police involvement in front of others was embarrassing and upsetting, and has left me feeling unwelcome and unfairly treated.

I would like this incident to be formally reviewed +

The conflicting and incorrect information provided by staff

The conduct of the manager Deb in escalating the situation

The justification for accusing me of being “intimidating” and threatening police involvement
+ Full written apology.

Called in today and needed a quote for a kitchen.i know you would usually need an appointment but I came across deb in the kitchen department who was most helpful and nothing was to much trouble.
Came away with a very competitive quote from her.
Thanks again deb👍🏻👍🏻

Visited Wickes Stafford to pick up several bags of heavy gravel. Asked for help loading car and they couldn't be more helpful, especially Ryan who loaded our car.

We were made to feel really welcome by Deb. She was extremely knowledgeable about the range of worktops, explaining the different qualities of each range. Very satisfied with the level of service.

We had a rough idea of what we wanted for our home office refurbishment, but with Deb's help we were able to refine what we wanted to what was possible.
Deb's was patient and provided good advice during the design process.
We have not yet decided whether to go ahead or not, but would definately use again.

We called in the store to pick up a kitchen booklet.We actually saw a kitchen we both liked so we went and asked the design consultant Sarah Astley a few questions.She was very helpful and approachable. She was able to give us some better ideas as to our thoughts and when she visited our home came up with even better ideas. When we returned to the store on the weekend we were very impressed with the design she came up with. There were a couple of things we wished to alter and she very patiently changed the design. Sarah certainly knew her job and we both felt it was a good and stress free experience.

Deb Mason was incredible. Very patient with helping us with our unusual requirements. A big thank you to Deb.

The lady called Marilyn was amazing she couldn't help enough what an asset to wickes she helped me get what I needed would employ her any day thank you Marilyn

When looking to select a new kitchen, I found Deb Mason the design consultant extremely helpful and very knowledgeable, had it not been for the fact I found a cabinet door I preferred elsewhere I would have most definitely chose Wickes.

Had a Design appointment with Deb Mason to fit new bathroom from Stafford branch, can’t fault her commitment to ensure all our requirements were met. So helpful, and friendly. She guided us through the selection process and recommended things we’d forgotten about. Would definitely recommend her & Wickes for any bathroom or kitchen fitting.

Went to the Stafford store hoping to add to my already installed kitchen, I was greeted right away with a very friendly face who inquired if he could help me, I told him what I needed and he directed me to the kitchen department, only leaving when Sarah Astley design consultant took over. The store in general was very professional and friendly but Sarah went above and beyond with my enquiries, I was with her for around 1 hour and came away feeling like I had 1st class customer service. I will be placing my order as soon as my builder has given me the thumbs up.

We visited the Stafford store needing assistance with obtaining a particular paint colour. Dylan was extremely helpful and mixed for us a very reasonable tester pot. He also helped us to find other products that we needed. He was a great advocate for and asset to the company.

The appointment on Sunday did not take place as the design consultant rang me 2 days before to ensure I book the bathroom installation with Wickes before she can confirm her visit. Also I was warned about the cost that it will definitely come to £10k without even paying a visit. So I was not given a choice to even see the 3D modelling of my new bathroom outlook but I was forced to confirm that I would go with Wickes with that price tag. It was not a pleasant experience with Wickes. Respect and fairness should be for all.

Deb was extremely helpful polite knowledgeable and friendly throughout. Fantastic measuring service at home and informative follow up appointment in store. Would highly recommend.