Wickes - Ashford Arvostelua 

We finally had a date set for bathroom installation work to start (with the third installer Wickes arranged after months of delays). Work was due to start in early August having started the design process in early February, I contacted the installer to confirm the work was going ahead in the date we agreed and he said ‘no I cancelled’. I contacted Wickes’ helpline who confirmed the cancellation 9 days before, but neither the installer/ Wickes bothered to even tell us which is disrespectful when we had planned to spend ~£14k on a bathroom. A new installer had been assigned to start the work 3 1/2 months later (again, without notifying us or checking with us) but the date wouldn’t have been suitable. As we have a dog scared by loud noises, we organised annual leave from work which was difficult to secure so we could keep her out of the way, also booking doggy daycare with non-refundable deposits for the days we couldn’t arrange leave. I really expected more from Wickes which I thought was a company which can be trusted. The call handler seemed complacent about this, indicating this happens to lots of customers.

We have been messed around so will be walking away. So much time and our effort wasted and for nothing. We had our eyes on a Wickes kitchen in a couple of years - at least with this terrible experience we know to spend our money elsewhere and will dodge a bullet.

Update: after the store confirmed no other fitters were available to start work on previously agreed date, and a derisory offer of a ‘potential’ discount on floor tiles not included on the quote, we cancelled this order yesterday. We were not prepared to agree to a new date 3 1/2 months away and run the risk of further inconvenience if the (fourth) installer backs out. I’m at a loss to understand why Wickes is happy to work with installers who are content to cancel jobs once quotes have been finalised and documents signed. Despite Wickes’ response below (and on Twitter) we have had no follow up which doesn’t surprise me given the poor/ non-existent communication to date. Wickes has fundamental shortcomings in its business to resolve if it wants to attract and then retain customers.

Further update - despite Wickes’ response below that this matter would be looked into, and its promise through a DM on Twitter that somebody would be in touch with me early this week (it’s now Thursday), alas I have had no contact with a full explanation or apology. I’m putting this down to the fact that I cancelled the order. If I were in Wickes’ position, I’d be looking for ways to incentivise me to proceed with the order (i.e. beyond a potential discount on floor tiles).

Paul was absolutely amazing from the beginning to the end of the consultation.
Approachable, no pushy at all and listened/advised accordingly. We couldnt be happier with the service.

Incredible team. We are so very grateful. The local store has provided us with some materials and plants to get our school allotment underway. They also passed our information to the regional team who are going to help as well. Thank you Matthew and Daphne for all your help. What an amazing local team

We were starting a pond refurbishment at Stowting Primary School and the chair of the school PTFA approached Wickes Ashford store to see if they could help us in some way. They responded immediately with an offer of 15 bags of landscape woodchip for paths round the pond. The project has taken a long time but we were delighted that two of the store staff were able to attend a recent Open Morning to see what their donation helped us to achieve.

From planning to Installation it all went pretty smoothly. A couple of very minor niggles but overall really great.
I am really pleased with the finished kitchen.

We were very well looked after by Mykhailo Srakhiv who showed great professionalism and competence. His knowledge on all the different products available was valuable and he took our personal requirements into account whilst ordering our new bathroom. We enjoyed the experience at Wicks due to his excellent customer support and would highly recommend asking for Mykhailo again.

Do not under any circumstances go to WICKES for a kitchen. We was without a working kitchen for 15 months, Three rubbish fitters, ruined my kitchen. We are one of many. Health and safety issues, a child could have fitted better. A 6 day kitchen, took 15 months, illegally took finance when the job had not been signed off, photos and video footage, of pretending to fix one of many problems and it showed they never even touched it, then talking to myself when they said they was finished and told me it was fixed this was the Manager as he was there because of the bad work, then played back the video footage and saw it wasn’t even touch and the manager is on video saying l don’t give a shit how you do it, just get it done. I cannot list all the damage and disgusting work by the fitters, it’s too long.
Yes they admitted it numerous times, agreed it was not acceptable. Just talk, more lies.

We had a fantastic experience working with Charlotte Grimshaw at Wickes. She designed our kitchen beautifully and made it incredibly functional for everyday use. Every detail was carefully thought through, and the final result exceeded our expectations. Charlotte was professional, helpful, creative, and attentive throughout the whole process. We are absolutely delighted with our new kitchen and would highly recommend her to anyone looking for a talented kitchen designer.

Great friendly, helpful staff
Especially Matt and Fiona who went above and beyond to help me.
Great team

Very poor online ordering service. Tried to place a large order of landscaping products which says in stock for delivery. When you get all the way though checkout and topics a date for delivery it’s says out of stock. Spoke to customer service who were very unhelpful and there is no stock and never will be in my local store and they can’t deliver from where there is stock 5 miles away at another store! Ridiculous policy!

Charlotte was fantastic, very professional, patient and gave great assistance and advice with the kitchen design!

We have recently had a new kitchen, bought and installed from Wickes (after a positive experience buying a bathroom from them a couple of years ago) and we are thrilled with the result. Our designer was Charlotte and she has been excellent from start to finish. She came to our house to work with us on the design, combining product knowledge, efficiency and creative flair with our wishes and ideas, to come up with a design that is both practical and looks great. We are especially pleased with the bespoke look, with some cupboards being altered so that they fit exactly into our space. Charlotte continued to provide us with support throughout the whole installation process and she has the knack of making you feel as if you're the only customer, with nothing ever being too much. I made several visits to the store and the times when Charlotte wasn't on shift I was assisted by her colleagues, all of whom are knowledgeable and helpful. Based on my experience I would definitely recommend Wickes for kitchens and bathrooms, particularly for the design aspect and also for the quality of their products.

Our visit to wicks was great,we were looked after by a staff member called George,we had visited 2/3times to choose oak flooring,but wasn’t sure about underlay,George advised us and helped with the amount we needed and all the extra bits and pieces,he was very pleasant and friendly and easy to talk to,thankyou George.and then he said we could have it delivered at a very cheap price and the time to deliver it was perfect 👌

Charlotte at Ashford is fantastic, nothing was too much trouble for her to help us get a show kitchen. From the initial measuring to the design meeting the process was simple. We also had a Wickes fitter and were lucky to get Chris who is an old school hard worker with a marvelous dry humour to go with it. Our kitchen is now finished and we couldnt be happier, it looks exactly like the design Charlotte created. You can see that Charlotte and Chris take great pride in their work and it shows in the finished product.

Poor delivery only outdone by the particularly unhelpful and ignorant customer service. This was the Ashford Kent branch and City Sprint. I have no idea if the products are any good as I haven’t seen mine. These companies/people really do not care that other peoples livelihoods depend on them not being rubbish at their jobs. Obviously, this review is a complete waste of time.

Update: out of the 23 items in my order, 18 arrived in decent condition. One piece of timber is unusable for my project and I cannot believe that a human being dispatched it thinking it would be ok. 1 bag of topsoil has a hole and a lot of the soil has escaped. 3 bags, which have been paid for, did not arrive. Just when I thought this nightmare was limited to late delivery, appalling customer service, I find the products are shabby and the order incomplete. Unbelievably bad. I wasn’t asked to sign anything stating I’d received all items and they were all in order. I did call Wickes to let them know it was an incomplete order. No answer. I’ll resume the battle tomorrow.

PS The unfortunate delivery driver did all he could to assist with offloading while it turned dark.

We had an excellent experience buying and installing our new kitchen from Wickes in Ashford, Kent. Our salesperson, Paul, was very friendly and helpful. He came to measure up and from the start was friendly, knowledgeable and more to the point NOT pushy. On our visit He patiently talked us through the design process, showing us loads of options and pictures, and suggested alternatives when our initial ideas didn’t quite work and came up with ideas/ suggestions we didn't even think of. Paul also helped us tweek a few problems we may have had fitting the kitchen . Sadly we had to cancel both our oven and microwave we ordered as didn't realise oven was hard wired and we had just had kitchen plastered! Paul fully understood refunded us immediately and even checked the replacement oven I was ordering was right for us .
Would not hesitate recommending anyone thinking of buying a kitchen to speak with Paul.

Charlotte from Ashford is really awesome the best person ever she seriously knows what she is doing is honest explains things doesnt push sales -She is really talented and works with the customer rather than invent something hairbrained ,even when the customer is !

I had a design appointment with Mykhailo for a client's new kitchen. He was friendly, courteous and very knowledgeable. The design and meeting went very well. I would highly recommend him if you are planning a new kitchen design.

Stuart Denver was my bathroom co-ordinator advisor. He listened advised and designed a wonderful bathroom from my vague ideas

Mikhailo came to do a home appointment. He was the most polite knowledgeable young man who had a great mannner. He explained every in detail and listened to my requests adding some really nice ideas to the design. I explained I have disabilities and he was most helpful with the products that would suit me.