Wickes - Catford Anmeldelser 232

Absolutely shocking delivery and garbage customer service from Wickes - Catford

I spent over £1,000 on a single order, including 25 sheets of Kingspan 75mm insulation and door linings, yet the delivery has been completely disorganised and unreliable.

First delivery: only 5 boards arrived.
Second delivery: 12 boards arrived, but the door lining from the same order was again missing, meaning I now have to wait for a third delivery just to receive basic materials.

I was then told that the remaining 8 boards would not be delivered at all, and I would need to either collect them myself or accept a refund.

To make matters worse, I was repeatedly assured over the phone that the full delivery would arrive, so I arranged and paid for a builder. Each time, work had to stop due to missing materials, causing unnecessary delays and cost.

At that point, even if Wickes had decided to stop offering delivery for this product, there is still a basic expectation of contract and responsibility from a seller — at the very least, the order should be fulfilled properly or clearly completed. That did not happen.

I was later told there were no suitable drivers or vans available for this product. However, Wickes is still able to deliver larger and heavier boards from the same range, including the same insulation boards in 100mm thickness, which makes the explanation inconsistent and difficult to understand.

I am now forced to arrange a private van service at my own expense just to collect the remaining items.

If I had known this level of service in advance, I would have gone to Selco without hesitation. Even paying more would have been worth it for reliability.

For a major supplier, this level of delivery failure and lack of basic accountability is completely unacceptable.

After receiving two deliveries at home, from the Blackheath store without any problems – I was even called 5 mins before delivery - I felt confident enough to place a large order for compost, bark, manure, and wood. Needed for the allotment of course. This was a different delivery address and now involved the Catford store. The order was strangely split into two, with different contracted delivery firms – mildly concerning. Some of the wood was coming separately. I had to get to the delivery address for 7am and potentially I had a lot of hard carrying to do. The wood was the key part of the delivery. The compost, bark and manure was delivered from a big flatbed lorry by crane. The Wincanton driver said, ‘I only deliver by crane, mate’. Ok, I thought, wonder why he told me that? I looked eagerly for the main part of the wood delivery. The driver said, ‘If you were expecting wood, you’ll need to take that up with the Catford store, it’s nothing to do with us.’ No wood. And then a horrible memory returned to me. The Catford store had done exactly the same thing to me 2 years ago. I never learn. I then received an email saying my 'entire' order had been delivered and a bright request for feedback, ‘How did we do?’ You're not doing very well, I thought or very rude words to that effect. I called all the menu options for Wickes Catford - lots of music on hold and no answer. Tried twice more – same as the previous non-delivery 2 years ago – no one at Wickes Catford picking up the phone. I spoke to the main Customer Service centre, based internationally, and luckily got through after 15 minutes on hold, to someone quite rude and stressed. No apology. They said a re-delivery ‘might’ come in 3 or 4 days and that was it. I had paid a high delivery charge of £35 for named day delivery, so that was lovely. No email, nothing. Next day, phoned Wickes Catford again – music and no pick up. How can this be? I phoned the Customer Service centre again, definitely South Africa this time. Nice guy. Got an apology – good start. He tried to ring the Catford Store – guess what – NO ANSWER. Got email confirmation that he had requested a refund from the store, with a note to tell the store manager. The Catford Store has still not contacted me or apologised.

Wickes booked one appointment with me at my house around 1pm about my kitchen they did not appear and then they still sent me an email to ask if I'm satisfied with the appointment

I placed an order with Wickes, only half of the order was delivered, it was yesterday then after almost 45 minutes I managed to speak, to they customer services, I was told the driver had the rest of my order on the truck, but he couldn’t come back to deliver it, it was rescheduled to be delivered today, they didn’t deliver, they didn’t call or txt me to let me know they weren’t coming, I tried to contacted them I couldn’t get through, they are an absolute joke, I will try to get to them tomorrow to get a refund, as I will never ever use them again, or recommend them to anyone,
They wasted 2 of my days for nothing
Stay away from them

I will never use this company again. I ordered a lot of heavy items to work.on my mothers garden patio. Items that come from another supplier was delivered with no fuss at all. Items coming from Wickes it self could not be delivered direct to the door. We called before our delivery to make sure they was not goingvto be a problem. Literally yhe evening before we were advised that the products were hoing to be left kerb side.

Shane approached me when I was in the shop.
I was a bit lost and not knowing exactly what product to go for.
He nicely talked to me with a nice smile and offered his assistance.
He gave me information about different products that I was looking for and was ready to help me and show me around.
Great customer service in a very kind and professional manner.
I was very please and satisfied of my interaction with him.

Delivery arrived next day, staff very helpful and friendly as always

I ordered 2 fence panels to be delivered on Saturday. I waited in all day and they were not delivered. I rang the next day and explained that I waited in with someone else as I am disabled (chemo) and needed help. The manager seemed to understand and said he could redeliver on Wednesday. I sat in all day yesterday and they never arrived or let me know. I rang the Catford delivery manager and he said “oh yes they were out of stock”. Thanks for letting me know. He said he had sent the order now to Anerlley and they will deliver some time today! WARNING wait till you get your delivery before finding a builder. Of course the money was taken a week ago.

My first experience with Wickes Catford has been a bit disappointing.

I want to renovate my kitchen, so I booked an appointment with a designer from the Catford branch. It was very easy to book, and I was really enthusiastic about having an appointment with a designer to help design my new kitchen and guide me through the process.

The Wickes website says:
"Whatever your style or budget, we can transform your kitchen or bathroom. Our experts will help you every step of the way, from initial ideas and design through to installation and aftercare."

Based on this, I booked an appointment with George from the Catford branch. However, he called me before the appointment, asked a few questions about the kitchen I wanted, and informed me that installation services are not provided for the kitchen I’m interested in. He then cancelled the appointment and advised me to find an installer before proceeding with the design.

I find the information on the website misleading. I had expected either installation services to be available or, at the very least, some guidance on how to find a suitable installer.

I would also expect the website to mention that an appointment with a designer is only available after you’ve found an installer, or that this question would be asked before booking the appointment.

At the very least, I would have expected to be given the choice to cancel the appointment myself, rather than having it cancelled for me.

Additionally, I received an email stating, "Sorry to learn that you're unable to make the appointment," when I was not the one who cancelled it.

Overall, this experience has been disappointing, and I hope Wickes can clarify their website information and improve the appointment process to prevent similar confusion in the future.

I was served by Denzil, a new staff member who was patient, helpful and listened to my requests and gave valuable advise on choosing paint and materials for decorating. It is difficult to get advise in the DIY stores but my experience on my visit was excellent. I would have given 5 star but had to wait initially to be served.

Milton was extremely helpful and attentive. His customer service is excellent, thank you!

We ordered a kitchen with Wickes and received excellent customer service from George Carter-Allen. He gave us invaluable advice and guidance, finding appropriate appliances and cabinets to suit our requirements. Thank you

Milton was very helpful. He went out of his way to explain the the different types of door locks. He was polite.

Milton was so helpful, he helped us to find all the door parts and took his time with us to help us find everything we needed. Without Milton we would be clueless on where to get our door locks.

I had genuinely first class service this morning from a great guy who spotted I needed help and sorted me out - even gave me a discount and helped me to the till. A lovely, surprising human interaction! Good man

I ordered the flooring and it was delivered on time and put where I wanted it.

Sadly we went to Wickes at Catford on a really cold day to see a kitchen designer. 👩‍🎨 We were surprised to find that the doors were open on the room which meant that the heaters were useless and the room was like ice. Also there was no privacy so anybody in the shop could hear our whole conversation. It was so cold that we couldn’t concentrate on the design and therefore would not go back. An hour appointment is not long enough to design a kitchen. Very disappointed with the whole experience.

Reliable efficient good value friendly. What more can I say? Wickes Catford is great - much better than other local diy chains who will remain nameless!

We were in the Catford branch looking for items for our rebuild. Milton was extremely attentive and proactive. He noticed that we needed help and came over without us having to ask. He provided excellent assistance throughout and made sure we had everything we needed before we left. His customer service was friendly, professional, and genuinely helpful.