Wickes - Tottenham Arvostelua 

Subject: Formal Complaint Regarding Customer Service at Wickes – Seven Sisters Road (13 July 2026)
I am writing to raise a formal complaint regarding an upsetting experience I had at the Wickes store on Seven Sisters Road on 13 July 2026 at approximately 4:30pm.
I visited the store to make enquiries about some doors and was being assisted by a cashier who was attentive, professional, and very helpful. While she was helping me, the store manager intervened and instructed her to stop assisting me. because he believe I was not purchasing anything. The manager then moved me aside and indicated that a Caucasian customer, whom he believed had been waiting longer, should be served immediately.
As a customer of colour, I was shocked and distressed by the manner in which this situation was handled. I felt that I had been pushed aside and treated unfairly while another customer was prioritized ahead of me. The interaction left me feeling embarrassed, humiliated, and deeply upset.
I challenged the manager's decision at the time because I felt the treatment was unfair and inappropriate. However, I was so unhappy with the situation that I left the store without making my purchase. The experience left me tearful and feeling discriminated against.
I appreciate that managers sometimes need to manage queues and ensure customers are served efficiently. However, if the manager believed another customer had been waiting too long, there were more professional and respectful ways to address the situation. Instead, I was made to feel dismissed and less important than another customer.
Constructive Feedback
I would ask Wickes to:

Investigate this incident and review any available CCTV footage.
Ensure that all customers are treated fairly, respectfully, and consistently.
Provide the manager with additional training on customer service, equality, diversity, and inclusion.
Introduce clearer procedures for managing queues and customer enquiries to avoid situations where customers feel singled out or disadvantaged.
Reinforce the importance of respectful communication when resolving customer service issues.

The cashier who initially assisted me was courteous and helpful, and I have no concerns regarding her conduct. My complaint relates solely to the manager's handling of the situation.
I hope Wickes will take this matter seriously and review the incident to ensure that no other customer has a similar experience.
Yours faithfully,
Jacqueline Hitchman

I made an online order for delivery from Wickes and the order was shown up as delivered even though I hadn't received it. They then insisted it had been delivered and their proof of delivery was a photo of an alleyway with my order left there. I have no idea where the picture was taken but can prove it was nowhere near my address. I explained this to the customer services team who initially said they would open an investigation, now they are saying I need to report the items as stolen to the police and come back with a crime number. This is absolutely ridiculously bad customer service and a huge waste of police time. I've spent thousands of pounds in the past year alone at Wickes but will never use them again after this

Courteous and excellent service always with a willingness to help, Dear Henry and the rest of the team

Excellent help and paternity given to me Henry top class lovely man

Best assistance I have had at Wickes Tottenham by a lovely young lady by the name of Trinity. She’s been very helpful with my purchase.

I bought a kitchen in January. Have had ongoing issues with the store design consultant and manager. I have now not had a fu actioning kitchen for over 2 weeks including no fresh mains drinking water. It is currently an ongoing project due to items not being ordered on time issues with communi ation and incompetence.

I worked with Costas Christou, Design Consultant at Tottenham Wickes and found him to be super helpful, very experienced (37 years in a company counts for a lot!) and always happy to help in a courteous and friendly way. Costas measured up my kitchen and bathroom and was forthcoming with ideas and suggestions which really helped and calmed any worries I had. He was always keen to go the extra mile in resolving problems by responding to emails even on his day off! He did this to deal with the fact he clearly has a very busy schedule of balancing home visits and showroom appointments and I was appreciative of this. The end result was a fabulous kitchen and bathroom where the installers were excellent and the customer service team also were very helpful too. Overall the Tottenham Wickes store have supplied and fitted three kitchens and two bathrooms for me over the years and I have no hesitation in recommending them and would like to also give a quick thanks and mention to both Nav and Felix who were able to help and answer questions when Costas was away.

Awful experience buying a kitchen from wickes. The kitchen was delivered in a very different colour to what I order and some of the panels were a completely different colour to the wrong one. Have complained and it’s over 2 weeks later and no one has fixed this yet. My kitchen is still unfinished and no one has responded on replacing the remaining panels.

We've attended a kitchen design appointment at Tottenham branch and were greeted by Jadeen who explained every aspect of the materials and process. She designed a dream kitchen for us. Thank you

Staff are always friendly and helpful and will to help in my experience for the last 3 weeks I’ve been to the store almost everyday and I have had the same experience Henry and Renee have always been helpful and I cannot fault the level of customer service I received from them both.

Thank you wicks Tottenham

Henry Really assisted us with amazing advice. Made the process so easy !!!

Great recovery from Wickes Tottenham! After a delivery mishap yesterday, the store actioned a replacement this morning that arrived within three hours. Excellent communication from the driver and fantastic customer service from the person I spoke to on the phone. My mum is very happy to have her items. Thank you!

Our experience with Wickes Tottenham has been extremely disappointing. Currently in the process of resolving compensation following this experience.

The initial kitchen design contained multiple fundamental errors, including incorrect measurements, incompatible units, and missing items. As a result, installation failed on day one and required a full redesign.

What followed was a complete lack of coordination between the store, regional management, and customer care teams. We repeatedly had to chase for updates, with no clear ownership of the issue at any stage.

At one point, we were informed that a delivery had been confirmed, only to later discover directly from the courier that no order had been booked. This was particularly concerning.

We were left without a functioning kitchen for 30 days, and had to coordinate deliveries and collections directly with the store ourselves due to the lack of communication and case management.

While individual staff members at store level were helpful when we were able to reach them, the overall handling of the situation across Wickes was disjointed and poorly managed.

Based on this experience, I would not recommend Wickes for a kitchen project where accuracy and aftercare are important.

Went in to check out their folding tables for my upcoming outdoor exhibit, but ended up buying 2x folding chairs. Credit and thanks given to Henry Ekuban (Trade Specialist) at the store.

Not only did he do his normal work of checking inventory, prices, giving advice relating to another store. He kindly carried the chairs over to the Customer Service area and wiped them both clean. I also got a discount at the checkout.

I definitely recommend shoppers seeking out Henry. He's a professional.

Thank you so much Henry! :)

Absolutely useless, the 1st order arrived and had to be returned, return was arranged for today but never materialised.
Second order arrived 3 days later and only after spending 30 mins on the phone, never going to use them again, usless is an understatement.

We had a great experience designing our new kitchen with Costas in the Tottenham showroom. He was very knowledgeable about the Wickes kitchen systems and was able to explain the design and installation process to us in detail. Costas was able to answer all our questions and accommodate several design changes during the design stage and was very patient and understanding during the whole process. Hopefully, the installation stage will be as positive as the design process.

I just wanted to say a big thank you to Ilia for the delivery on 19 March 2026, arranged through Wincanton on behalf of Wickes. He followed my instructions perfectly and handled everything with great care.

He was professional, respectful, and made the whole process smooth and stress-free. It’s really appreciated when someone takes the time to do things properly.

Great service — thank you, Ilia!

My wife and I were a bit confused as to what bath and bathroom fittings to buy but when we met Costa Christou at Wickes in Seven Sisters road he put us ease straight away he knew exactly what we wanted and the best part he wasn't pushy.
Great service from a great man

Costas is an excellent planner and was very knowledgeable about the design process and products. He also has amazing customer service skills.
Thank you for making a stressful time less difficult.
Sue Burbridge

I had an appointment booked to design and fit a bathroom with Shaysta Latif from the Tottenham Wickes in London. Before the appointment she called me to convince me that it was pointless for her to attend the appointment as the dimensions of the bathrooms could just be measured by me later or she could see them from pictures. Instead, she said I should just come to the showroom to see her there. I said I had a small baby and I was not able to come to the showroom now, plus I was hoping to actually get input into the layout et cetera of the bathroom from her being here in person. I had also already chosen the products I wanted on my Wickes project list which I sent to her. She said I should send a photos of my bathroom as all London bathrooms are small and largely the same. I disagree with that, but I did as she asked, because I felt like she was already not going to attend the appointment anyway. This was a week ago and I still haven’t heard back.