Wickes - Dartford Arvostelua 

This has been the most distressing, exhausting, and regretful consumer experience of my life. My wife and I saved up for years to afford this bathroom renovation, viewing it as a major life milestone to enjoy before the arrival of our baby. We chose Wickes specifically because we believed we were paying for professional design expertise and a fully managed service. We trusted you with our home and our savings. That trust was completely misplaced. Instead of a dream bathroom, we have been left with a stressful, dangerous, and unfinished nightmare.

The core of this disaster is the design provided by Wickes, which has resulted in a shower that is not fit for purpose. We were sold an open shower tray combined with a high-volume rainfall shower head. During the design consultation, we raised specific questions about water containment. We were explicitly and repeatedly reassured by your designer that this setup was suitable and would only result in "minor splashback." That reassurance was negligent. The reality is that the shower cannot be used properly because the design defies basic physics. The water escapes the tray instantly, the drainage cannot cope with the volume, and the system fails to function. This is a fundamental design failure that causes the bathroom floor to flood during every single use.

What makes this situation unforgivable is the immediate danger it poses to my family. My wife is currently 34 weeks pregnant. At a time when she should be feeling safe and nesting, she is navigating a slip hazard every day. Because of the severe flooding caused by your design, she cannot shower independently. I have to physically supervise her while she showers—effectively acting as a lifeguard in my own home—standing ready to catch her if she slips on the pooling water. The mental load and stress of having to monitor her safety constantly, worrying about a fall that could harm her or our unborn child, is indescribable. We are at our wits' end with the anxiety this is causing.

To be clear, this is not an installation issue. The fitters were excellent; they worked to the design given and even fabricated solutions on-site for missing parts purely out of goodwill. The responsibility lies squarely with the design advice provided by Wickes.

Worse still is the absolute lack of accountability. I have been forced into the role of "mitigator" for a project I paid thousands for. I am the one calling all parties, tying pieces together, and chasing updates. It feels like I am managing the resolution myself while your team remains passive. Specific individuals have failed to grasp the severity. Gordon has been utterly unhelpful; since the installation, we have heard nothing back from him at all—not even a goodwill call to check on the safety situation. His silence speaks volumes. Karen is the only person who replies in a timely manner, but only via email, and it is not her department so she cannot actually fix the problem. We have dealt with Michael Duffy, who is decent but clearly has limited power; dealing with him feels like an exercise in him "looking busy" rather than bringing resolution. Furthermore, Jamie in customer services has just become an emotional counsellor rather than a problem solver. I vent my frustrations, but nothing changes. I have done more to move the needle by contacting the supplier (Merlin) myself than your entire team has.

From a legal standpoint, Wickes is failing its statutory obligations. Under the Consumer Rights Act 2015, goods supplied must be fit for the particular purpose for which they were supplied (Section 10). You failed to provide a design fit for purpose. Consequently, under Section 23, I am entitled to a repair or replacement. Crucially, the Act states this must be done "at no cost to the consumer" and "without significant inconvenience." You are currently ignoring these rights. We are left with a non-functional shower, ongoing safety issues, and the stress of chasing a company that should be taking responsibility. I urge anyone considering Wickes to proceed with extreme caution. We demand an immediate remedy.

From first to finish karen was excellent.

Fleetdown Community Centre Dartford Kent, would like to say a huge thankyou to Wickes Dartford for their donation of paint, rollers and brushes We are incredibly grateful and this will go a long way towards redecorating some of our rooms. Special thanks to Ethan and Tracy for their help in loading the car 👏👏

Panels not delivered, then had to pay for more which didn’t turn up on time as they forgot to add to order then find another 7 pieces missing. Now additional costs for fitters having to come back. No calls returned big mistake buying from Wickes

Visited Wickes Dartford today to design our new bathroom following a home visit with Gordon! The design was just what we wanted so we felt really heard. With so many options available, selecting the preferences to finish the design seemed a little overwhelming so Gordon narrow the options based on what we explained and helped us pick within our budget. He was really knowledgeable and made the process seamless. Also fantastic at keeping our little one amused with the provision of a little rubix cube, nice touch! We can’t wait for our new bathroom, thank you Gordon!

We have had a great service with Wickes at Dartford. We are designing a new kitchen in an extension, Gordon World kitchen design consultant was really insightful, gave us lots of guidance and helped us create our dream kitchen.

From the expert design by Karen Gordon through to the professional fitting by Alun Kerridge and his team, the service by Wickes Dartford has been excellent. Karen is lovely and was so helpful throughout, responding to queries promptly which was reassuring. When the job started, Alun and his team were prompt, friendly and hard-working resulting in a fantastic new kitchen we are very happy with!

Karen was brilliant. So helpful and friendly. She was professional, listened to all my wants and made some really helpful suggestions. She never rushed my indecisions and thoughts. Nothing was too much effort for her. And I did change my mind a few times! The fitters were lovely. DJ and his team. Can’t believe how quickly they finished my kitchen and attention to detail was superb. I did have a few hiccups after they had finished which was not their fault but DJ and his mate came round immediately to help me sort it. I would definitely recommend wickes. Am over the moon with my new kitchen

We cannot fault the planning & design service provided by Karen Gordon at the Dartford store. She is knowledgeable & friendly, providing sound advice, suggestions or alternatives as and when necessary. We felt totally confident & comfortable with her and were delighted with the final design. Karen is a great asset to Wickes.

Our ne w kitchen journey with Wickes was fantastic. Karen was very helpful, from the planning stage right to the installation, she was friendly, professional and attentive. Casey our installer was fantastic , He was punctual, tidy and friendly, We a break down of pricing there was no hidden charges , what was quoted was what we paid. I will definitely recommend them . We love our new kitchen.

Very helpful staff. Everyone knowledgable and happy to help.

Gordan from dartford branch, made having our new bathroom problem free from start to finish. The consolation answered all our questions and ones we hadn’t even thought of. The help we got with designing it with him was as brilliant. The delivery run smoothly and customer service answered any questions we had. Would recommend wicked especially Gordan fantastic experience.

I had been worried about the challenges my kitchen would present when considering having a new one. I was very reassured by the design consultant, Karen Gordon’s confident and professional approach. She made great suggestions ,gave sound advice and was never pushy. She was easily contactable and prompt in responding.I am thrilled with the result.
The kitchen installer Russell was a pleasure to have in the house. A problem solver , who met the challenges my home presented, without any fuss or drama . Nothing was too much trouble for him.

From meeting Karen Gordon the design consultant through to ordering, delivery and kitchen installation by Matt and Mark I can honestly say it's the best experience.
Karen was spot on with everything I wanted in my new kitchen from colour through to appliances - she certainly knows her stuff & I'd highly recommend her.
Matt & Mark were fantastic workers and nothing was too much trouble, you could see they take pride in their work and even offered suggestions too which were gratefully received and used. Again I would highly recommend them too.
I would certainly say that Karen, Matt & Mark are the Dream Team.

From start to finish we can not fault our design consultant Karen Gordon based at the Dartford Office. She is an absolute credit to the company. Karen was not pushy, listened to our ideas and what we wanted to achieve to working within our budget, including giving us alternative options on appliances to save money if needed. She was patient, explained everything really well and gave us her full attention. We were so grateful too, when she also shared with us that we qualified for interest free credit ! We purchased the kitchen in the January sale, so we saved a huge amount and even when our project manager had questions, Karen was quick to respond and reply helping us with no hassle. Karen is a great example of someone who simply wants her customer to have the best service possible and deliver that in the best way - thank you so much, we really do appreciate your help, support and guidance on this project. Can we also add that during the process we did have a missing part and the customer service team were brilliant ! They got the part sorted and out for delivery very quickly - thank you

I would give wickes no stars if I could. This project from start to finish has been a disaster. Workmen turned up drunk or under the influence of drugs. Their workmanship certainly supported this. I was forced to kick them out half way through the fitting. Wickes support and management team were less than helpful. Took over 6 months to rectify the awful service. I would avoid wickes everyone. Quick to take your money. , but forget they have to provide a service. It was stressful to say the least. Don’t invest there are better companies about.

I just picked up my order from the Wickes store in Dartford and wanted to say a huge thank you to Rustam. He was incredibly helpful and cheerful, going above and beyond to bring my order out to my car on a pallet and even loading it for me. Given it was a Sunday, his positive attitude was truly appreciated. I hope he receives this feedback and knows how much I appreciated his excellent service.

Gordon on show rooms was amazing,
He listened and was patient and we were on the same wave length with ideas and solutions.
Excellent customer service, and very knowledgeable and friendly and helpful.
I used to be a bathroom designer and work in diy retail so I can spot a talent when u meet one.
Employee of the month for sure.
Definitely would recommend.
Top bloke

We've recently had our kitchen designed and installed by Wickes.

The Designer Karen Gordon was always very professional, thorough in her design and notes whilst being attentive and listening to what we wanted from our kitchen. Karen was also able to provide insight and solutions for us before we settled on our kitchen.

The installers, Land Building and Refurbishment (Matt and Mark) were first rate from start to finish as well with the installation, always on time and communicating daily, great workmanship and care given, leaving us with a lovely kitchen.

Great job all round from both the Designer and Installers.

The only slight down side was the need for a couple of replacement doors which were damaged in transit but these were dealt with by the delivery service team and was outside of the control of both the Designer and installers.

Thanks

Mark & Jenny