Wickes - Thetford Reviews 

I came in to get some paint matched to a door sample I had, The staff were extremely helpful and I came away with exactly what I was after⭐️

Firstly we are happy with the design and quality of the Kitchen,but the customer service leaves little to be desired!
We were not told until the day before delivery that our sink would not be sent until the following week. We had text messages advising the date and time the sink would come, waited in on that day but it didn't arrive and we're not told why. Finally managed to get through to customer service only to be told they didn't know when we would get this- not good when you fitter is coming the following week! Thetford store very unhelpful, telling us our only option would be to have the only sink they had available in that store although we had been online and seen our original purchase in 3 other stores and they would not courier it to us, apparently not Wickes policy! We had to source the sink ourselves we had ordered from them at an additional cost, so we are £70 worse off because of their mistake. Also we have 3 unopened boxes of extra panels which we were told these needed to be sent back on delivery if not needed but how are you supposed to know this when they are the ones that measured up.
We have put a complaint in but to be honest have not got very far and just been told " sorry you had a bad experience"
We have already shared our experience with family and friends advising them against using Wickes and we have since gone elsewhere to have our bathroom refitted.

Poor customer service can turn a great store into a very bad one .
My experience today was very poor , the staff were stood around chatting and texting, the lady at the till had little to no enthusiasm until I picked up a review card.I found her somewhat rude and not helpful at all.
Much more effort needed or your going to loose customers.

Have had my instalment date changed twice. Was given a delivery date with no consolation. Told them immediately it wouldn't work as I would be away. All communication so far totally ignored.

I ordered some wood needed to complete a job today.
My slot was between 1-5pm. I called at 5pm and the answer was “ you’re on the 5-7pm slot.
I’m still waiting and it’s 7.40 , not good enough,no communication at all.

Went in needing some help with paint and got some amazing advice and customer service from Kayleigh. Couldn't recommend it enough!

The young lady on the till was as always really nice helpful polite and very knowledgeable
Her name is Kayleigh and she is a credit to your company

We went to Thetford store and we had our kitchen planned out and from start to finish was excellent!
Andy the fitted was brilliant and would highly recommend him, very trustworthy!

Harry Lawrence was excellent in helping to design our kitchen and we couldn’t be more pleased with the end product. The only criticism we have is the difficulty in resolving issues with customer services which meant a long wait on telephone calls and slow delivery for replacement/new parts.

The recent customer service to resolve the balance of a refund has been totally unacceptable!
I have spent hours on the phone in order to resolve this matter. But, passed from department to department, made promises that have come to nothing to date.
My emails are not replied to, despite being told the matter is being looked at.
The refund for £105.00 was first raised on 27 February 2025 & despite assurances from various departments, I am still waiting. I will call again on 31st March 2025.
It seems I simply being passed from one department to another - shocking.
I've given 2 stars as I have received part refund, otherwise, it would have been 1 star!

REPLY FROM WICKES - Sorry to hear this, its not the level of service we expect...
NO offer to help resolve via pm, so again just not interested that you have my money are you Wickes!!

Finally, had acknowledgement of my refund being available- after so much chasing by me.

Thanks to Morgan at wickes thetford for always being pleasant to deal with.

After visiting Wickes Thetford to have some paint samples mixed I’d like to say how helpful ‘Ivo’ was, nothing was too much trouble, a very polite, helpful young man. Thank you 🤩

I was a bit unsure as to the items that I needed and a young lady member of staff, Kayleigh, was so really helpful to me and everything came to a perfect conclusion.

I ordered my kitchen from Wickes at thetford.David Bowden made everything so easy.He designed my kitchen and kept in touch throughout the whole process to make sure everything was going to plan.The team were amazing from Keith to the electrician. &tiler. I would have no hesitation. In recommending David Bowden.as your kitchen Designer.

We found exactly what we were looking for and were helped by Harry to design our kitchen. We pretty much knew what we wanted, but he expertly put our ideas down onto paper and ordered everything that was needed. Even after our kitchen was delivered and one of the doors arrived a little bit damaged, we spoke to Harry and he sorted us out with a new replacement door without any trouble. He really put us first and did everything possible to make replacing our kitchen as eady and hassle free as possible. Thanks Harry!

Hi have been dealing with Harry over a new kitchen,from the word go explain it's just a small galley kitchen always worried that it wasnt worth his time and his expertise to come out and look, was put at ease as soon as he walk in he put together a design and gave us time and explained it all ,couldnt ask for more Brilliant

Our kitchen has just been finished, we are delighted with the result.
Harry Lawrence from Wickes Thetford did the planning and the kitchen was fitted by Mark.
Everything went smoothly, Mark is meticulous with his work.

This is the 3rd time we have ordered and the 2nd time we have had the kitchen fitted by Wickes' recommended installers. The fitters, Colin Watkins and his apprentice Scott, were excellent. So were his contractors (electrician and plasterer). They were all punctual, polite, professional, time-efficient and tidy.
During the build of our new kitchen Colin frequently checked with us to ensure even minor points were to our satisfaction. Can't praise them enough. Ordering the kitchen and having plans drawn up with Wickes' kitchen planner(s) was straightforward: Sarah was equally professional and friendly as usual.

We purchased this bath with a bathroom designed by Wickes. When we unpackaged it to install it, there was damage to the acrylic at one end. It looks like a dry spot where not enough resin was used and as a result, there was weak spot. At some point between manufacture and delivery, it must have been damaged and as we left it packaged up to protect the bath, we did not notice the damage.

When we did notice the damage, we tried calling customer services on the number provided and after 2 hours and 37 minutes on hold, we were told to send photographs and we would hear back by the end of the day, or at the latest the next morning. Nobody got back to us, so we called the designer in store, who eventually sent us a two sentence email saying the bath won't be replaced because it was delivered just outside the 28 day returns period, even though it has a 25 year warranty. There is no escalation process and we are now out of pocket as we will have to buy a new bath from elsewhere.

Order from Wickes at your peril! We will never spend another penny with them.

Perhaps your delivery operatives could learn to drive, have some respect for neighbourhoods and not drive off when they have clearly damaged a power line. Following their hasty departure from Santon Downham they left me with no electric until 11.30pm. If this were not bad enough they managed to damage oak trees and left branches snapped on the country lane. Well done !