Wickes - Staines Anmeldelser 64

In the month of January 25 / 2026 myself and my wife purchase a kitchen from wicks in staines upon Thames.
My wife and I were introduced to a lady called Charlie We were told she is a professional kitchen designer.(****SO WE THOUGHT***)
Charlie came to our house and measured our room that was ready to have a kitchen fitted
We then had a meeting with Charlie to show us the plan that she had come up with .My wife chatted with her about different options.

Going by the design plans that miss Taylor had set out a professional design kitchen(****SO WE THOUGHT***)
we ordered are new Kitchen at £15,375.0 at a discount cost and my wife was over the moon and couldn’t wait for it to be delivered.
Some weeks later the kitchen arrived
we check for damage as the delivery driver said you better check them over as a lot of stuff gets damaged in transit also they did drop quite a few box’s when unloading the lorry and there
was indeed quite a lot of damaged to some of the units,doors, cabinets ETC .
I made a phone call to explain there was damage on the
units doors ,drawers etc but as the fitters started to build them this is when we then realised the units did not make up square they were not cut properly,
Meaning they did not fit flush to the wall.
Yet another problem
We then discovered that Charlie measurements were incorrect along with the units my wife had asked for were not incorporated within the design
Meaning that the kitchen we had was not going to fit properly and had different units a huge error on Charlie’s Taylor’s part
We made a phone call and a few trips to wicks we sent emails
To start with we were ignored .
We were then asked to send pictures ,we did this sent over 40 pictures We were then asked to get the barcodes off the boxes the units came in We did this
I had to continually explain that the kitchen didn’t fit and that the units do not make up into square cabinet,just a load of cheap rubbish.
The only thing wicks would acknowledge was that some of the units had been damaged
This dragged on for so long I then asked for a full refund and to return the kitchen

All this time and still not once had anyone suggested for a designer to come to our house and look
The way I have been spoken to is disrespectful. unprofessional,rude by a gentlemen at customer services called ***mr A KING****

I feel that certain Members of staff are trying to use bulling tactics one being ***Mr A King ****I feel they have been treating my wife and I like lesser humans
This is deeply invalidating, and exhausting. We are in talks that involve people that are meant to be in a professional environment. We both deserve basic human decency, respect, and to feel completely valued and heard but that’s only happened by one person at wicks called Nathan who has worked so hard but sadly he has been ignored by own customer services team as well.

I have been told it’s tough luck and as I signed a contract when I didn’t. Even if I did if someone makes a mistake they should put it right.
At no point have I signed a CONTRACT and they will not show me this signed contract, they say they have. That’s because they can’t because they don’t have one.
Had I of signed a contract how then does that give your manager and customer the right to speak to me in that manner i thought that wicks was a reputable company it’s clearly NOT TRUE!!!! .

I have not asked for anything out of the way Wicks has provided a very faulty kitchen that I am asking for it to be put right .
Wicks sent a designer to my house that made an error.
I am asking for that acknowledgment and for it to be put right
Due to us having no kitchen and living off take aways and sandwiches, and BBQ for 4-5 months the stress it has caused my family with two children.
And Wickes constantly ignoring me or telling me I have to spend more money to sort there mistakes out.And Mr King from customer services repeatedly keeps telling me to go to the home furniture ombudsman and I have all this on Email so you won’t get away with ripping the British public off.
WE ARE NOW IN JUNE AND STILL DONT HAVE A KITCHEN tha
They have no care about their customers in anyway, as far as I’m concerned Wickes only want your money and nothing else.

SO FOR YOU ALL TO SEE of what wickes are doing to the general public I.E RIPPING US OFF ,PLEASE FIND THE FACE BOOK PAGES Where you will find other people who’ve had the same experiences as us if not worse experiences and you will find mine on there.
*******PLEASE DONT SPEND YOUR HARD EARNED MONEY WITH THIS COMPANY BECAUSE THE DONT DESERVE TO BE IN BUSINESS.

*****And this is the shortened version of what they’ve been doing to us ****

*******Wickes are all ready trying to pull my review down from trustpilot, I am a real customer and every Member of staff in the home design team know who I am and know about my complaint so if this complaint/ review comes off no one can be trusted regarding leaving a review ****

Brought two doors from Wickes Staines shop and also paid for delivery. However, only one door was delivered. The driver who delivered said he has two doors, but advised me to. Supply only one. I tried to contact wickets, no one answered. Driver said he cannot wait, so asked me to call him once he reached back to store. I called him back, as that is the only number I had, he said, he checked with shop, it was a mistake, they will deliver soon. No information from store. So I went back then after 4 days, then I had very bad experience from the staff mainly duty supervisor, she was cumilated in front of all other customers in the front desk.
I went back to the shop to ask about the missing door, but the staff said they did not know anything and that another branch might deliver it. Nobody could explain properly why it had not arrived.
I explained that they had promised delivery and because of that I had already booked labour for the fitting work. Instead of helping, the shift manager became very rude, started shouting, and said, “Who told you to book labour before the delivery came?”
This was clearly the shop’s mistake, yet there was no apology, no responsibility taken, and very poor customer service throughout.
Very disappointed with the way customers are treated here. I was given a door from the shop, that I brought myself to home as the worker waiting. She is not bothered to even say a apology to me. As if I did a mistake. Very bad attitude, as we are beggers.

Charlie is a very pleasant, professional and she knows her job.
We spent a long time to decide what colours and design I would like to have and she was very helpful and spent time with me to finalise everything.

Lisl was very welcoming when we first went into Wickes in Staines. She listened to us and totally understood what we were looking for. The final kitchen plan was perfect.

Les, our installer, was fantastic, very efficient, we couldn’t believe how quickly he completed the job and to an extremely high standard.

We are absolutely delighted with our finished kitchen and would recommend Lisl and Les, and Wickes of course, to our friends and family.

Charlie was so helpful helping us with bathroom units and tiles. She is so patient and nice, managed to get our order sent out much faster. I would definitely recommend her!

Absolutely appalling service and communication. Incorrect designs, failed deliveries, mis-selling and terrible store and regional management. Do not under any circumstances use Wickes if you are looking for a premium experience / kitchen.
Inappropriate design led to changes that regional manager initially refused to authorise (despite being only £58). I had to change appliances to fit the revision at an extra £500 cost to me). Promised new units would be delivered on a given date and didn’t arrive without any explanation. Still don’t have them, almost two weeks into the fit and have no idea when I’ll have a completed kitchen. Store had no idea what was going on nor did the one and only(!) Wickes kitchen fitter on site. Staff have no idea what is going on and you have to call repeatedly to get hold of anyone. Manager is NEVER there and has never called me once to offer assistance.

Also note the extremely costly fitting service Wickes charge is a basic fit, thousands of pound in hidden costs from installer to do the job properly (which Wickes don’t tell you when you sign up).

Finally, when you order an oak larder unit at a list price of over £2,000 on their ‘bespoke’ range, it’s actually cheap chipboard with oak laminate over top and visible screw holes from the flat pack they put stickers over to hide. It is anything but premium.
Absolutely disgusted by this whole experience and will be calling them if anyone answers to cancel the entire project.

The contact referred to below by Wickes is an email sent from a generic customer services email account that you can’t forward prior correspondence to.

What made this visit special was Brandon. I couldn't reach items on a high shelf and all staff were busy at checkouts. I found Brandon who was working well away from the area. He kindly left his task and not only brought down the items I wanted to view but gave me excellent advice about the paint I was choosing. I am happy with the product and even more happy about the assistance Brandon gave - at all times polite and pleasant. Thank you, Brandon.

Was really happy with my experience at Wicks, Charlie was very helpful nothing was too much trouble , I was well informed, and answered my questions , found her very professional

We were pleasantly surprised by the enthusiasm and engagement of our Wickes designer, who was very helpful, flexible and easy to work with. All obstacles - and there were a few, all external factors beyond our control - were resolved with a calm efficiency and professionalism. The external fitter was friendly and competent and nothing was too much trouble. Communication with the Customer Experience and Warranty teams was superb. Overall we were very pleased with the service and quality of workmanship. Would we use Wickes again? Absolutely.

Very efficient, friendly experience. No pressure, just professional guidance.

So easy to set up a home visit for measurements for my kitchen, plan was done quick and easy really helpful and provides ideas to utilise space.Charlie was amazing with all the questions I had excelled customer service and very knowledgeable.

Lisl made us feel welcome and was very helpful.

Nothing was too much trouble and her suggestions and professionalism was first class

Extremely thorough patient friendly Assistance from Nathan 👌🏼👍🏼@ Staines Branch. Waiting excitedly for our Kitchen now 😊

Lisl was absolutely brilliant. So professional with lots of helpful ideas and tips. I cannot wait to see the design and to take my ideas further with her. Very impressed indeed

Great experience from planning my new bathroom to the ordering of all the furniture ready my own fitter to install.
Charlie was super helpful throughout the process. Big thanks to her and also a thanks to Lisa who also sorted some stuff out too. Recommended.

I just wanted to say a big thank you to Charlie Taylor for the design concept she put together for us. We’re really impressed with her ideas and the way she brought everything together.
We also really appreciated how open, friendly, and easy she was to talk to throughout the process—it made the whole experience so much more enjoyable. And thank her as well for working with us to meet our price point; it means a lot.
Looking forward to the next steps!

Great service
Very professional good communication efficient explained everything very well

Recommended

The team at Wickes (Charlie in particular!) made the process of designing our bathroom so simple and easy! A great knowledge of products, suggestions and guidance, I’d highly recommend and would definitely use again!

We went into Wickes Staines this evening to have Dulux tester pots mixed and nothing was too much trouble for Kyro, the sales assistant. He was polite, and did his very best to accomodate us. Many thanks Kyro - we will very back once we have decided on our paint.

I have just purchased my third Wickes kitchen, this time from the Staines branch. The kitchens are always high quality and, as we fit them ourselves, straightforward to install. Design Consultant, Charlie Taylor was great, professional, knowledgeable and very patient with all my changes!
Highly recommend.