Wickes - Newmarket Recensioni 

I recently had an ensuite installed by Wickes. When you start a project with them, they assign you a Customer Service rep who is supposed to deal with any issues you may have. I found out to my detriment, that when I had a problem (caused by Wickes themselves) the Rep was never available and my emails were never answered. I had to keep going back to the designer to get issues actioned.

Their customer service team seems to be non-existent!

I advise any potential customer to rethink using Wickes because as my experience with them has shown, as soon as you pay the money, you are on your own with very little help or support.

Wickes appear to be just another big company who don't care about customer service and/or satisfaction.

Just so you can see I am not being unreasonable, the text below is an email I sent to the Customer Services team in December, highlighting all the issues I had.

As of today (04/01/26) no one has bothered to respond:

Shower outlet:
The shower outlet was incorrectly installed by the installer. This should have been installed within the wall cavity space before the wooden shower panels were fixed to the wall but it wasn’t. The meant we had two choices:
1. rip the panels off the wall (at your cost) and start again
2. purchase an alternative shower outlet that fixed externally onto the wooden wall panels.

We chose 2 to avoid further delays.
I had to purchase the new shower outlet and arrange collection for it.
This was a work around and not what we really wanted and we had to make a compromise to the original design specification.
I had to personally drive from Cambridge to the Newmarket branch with all the parts of the shower outlet that could not be used, in my own time and at my own cost.
I did receive a full refund for these redundant parts once I dropped the parts off.
Why are your installers not trained on the different types of showers before being sent on a job?

2. Customer services:
I will use the term customer service very, very lightly here as it was virtually non existent. The person assigned to be our contact, always seemed to be not available and no one else could help or assist in his absence.
We rarely had any responses to emails. It was like we were ‘ghosted’ - very unprofessional and unhelpful.
I rang one the so called Customer Services Assistants on a Saturday - what waste of time that was! She couldn’t help us with the shower outlet issue and promised to get someone to email. That email never appeared. In the end, I had to go the designer from your Newmarket branch to help.
It was apparent there was very little communication between your designers and customer services. No one seemed to be taking to each other and the designer had difficulty in getting responses.
In summary, the customer service team were no use at all and provided very little support. we had to escalate and chase everything. Terrible experience.
Do you even have a customer service team?

3. Worktop:
The designer forgot to order the worktop when the order was placed. We only realised this once the installer got to the stage to install it. I then had to chase this. Once again the Customer Service team were useless so I had to go back to the branch for help.
The job was further delayed whilst we waited for the worktop to arrive. We had a half finished ensuite for an extra week whilst we waited.
The whole job ran over by two weeks and was a massive inconvenience especially when we had to try and be around to let the installer in.

4. Installation:
The only good thing about this project was the installer, who did a really good job. He was polite and helpful, turned up when he said he would and did a high quality job.
If there was a negative, it was he wouldn’t arrive until midday and not leave until late evening. One night he was here until 21:30, which when you need to get up at 05:00 for work, is not great!
I don't want the Installer to be brought into this as he was great, but I am highlighting your poor logistics on appointing installers that don't live local to where the project is.
The Installer had to commute 50 miles to my house each day - why don't you have installers who live more locally to the project they have been assigned to?

5. Experience:
What should have been an exciting project for us, ended up being very stressful and took the whole joy out of having the ensuite renovated.

18/01/26 I had a response from Wickes to say they would look into this, but as of today, no further updates.

As usual with Wickes, its just word salad and nothing gets done.

As I said in my review - DO NOT USE THIS COMPANY - TOTAL SHAMBLES AND NO CUSTOMER SERVICE.

Bought primed architrave , which as a sticky bar code label on face side , took hour to remove and damaged wood !

Purchased a stanley tool box on wheels Wednesday 17th December on arriving home the toolbox didn't have any side latches to clip the 3 tiers together.
Returned it Thursday 18th December, I asked at till if I could see if there was one on shelf with latches/ clips. She said yes I went to.the isle with toolboxes same problem this one had 1 latches 3 missing I notified a passing member of staff
Back to the till the girl serving said she must speak to a manager who claimed they didn't have side clips I said same box on shelf has 1 out of three , till girl searches for product on her screen and surprise it should have clips to clip boxes together.

I was then permitted to have a refund which would take 3 to 5 days !! Really on purchasing product wickes remove money within minutes "" why when refunding it will take days ? Probably think i won't check bank account when it isn't refunded
The toolbox with clips missing still for sale on shelf .
FOUND SAME ITEM AT ARGOS 40 POUNDS £8 CHEAPER THAN WICKES !! WITH ALL PARTS INCLUDED !!!

Just wanted to say a big thank you to Hugh, the kitchen consultant in Newmarket. The service was professional, friendly, and genuinely made the whole experience enjoyable. Highly recommended.

James Danny and a pretty young assistant really made our Wickes experience such a pleasure. A complete opposite of our previous visit there

This review is more to thank a member of staff for helping me than a review of the overall store... Ruben was ever so helpful this evening with my Dulux sample pot. I really appreciate his help and professionalism

Ordered a small delivery which was split into two deliveries, neither of which turned up in the alloted time. A door was left with an elderly neighbour without a note or anything to say it was left there.... Really late but at least it seems in good condition. The next delivery was supposed to be a call to notify, got the call to say it'll be there soon. Hours later it turns up in a van with no straps holding the load a bunch of lengths of timber completely bent out of shape. Structural timber........ And dents and chips on every corner of every sheet delivered. Never ever again. Use more reputable merchants guys. It's disgusting.

Nick was very helpful when he visited us to measure our bathroom. He gave us tips and recommendations which we hadn’t thought about. Lovely guy and can’t wait to see the simulation 🙂

Shockingly bad customer service!
We had a complete main and ensuite bathrooms refurbishment job designed by Wickes.
The positive thing is that the installers were great. Very professional, tidy and friendly.
However, we have a gravity-based hot water system and we discussed this during the design phase. We were supposed to get a system that will increase water pressure. Unfortunately, the wrong shower was delivered and eventually installed by the fitters, who made us aware that the shower isn't working.
We've spent the last two weeks trying to contact Wickes via phone and email regarding this issue to no avail. If anyone bothered to pick up the phone, they referred us to someone else. Emails are unanswered and ignored. In a week the work on the main bathroom will begin, which will mean that we will be left with no functioning shower.
I would never ever recommend Wickes again to anyone.

The staff were all helpful but particularly Sebastian, nothing was to much effort for him and everything was done with a smile and a positive friendly demeanor. Wickes are lucky to have him as one of their staff.

My usual daily click and collect was spot on as usual. Been using em 6 years now,and never had an error .
Cheers to all especially George today.
Always cheerful and a smile on his face.

Love it always

5 star service from Hasan, polite and friendly.
A pleasure to deal with, full of smiles and new where to point me to find what I needed.

Lisa is always happy and friendly and offers help with a smile on her face.

Having spent the last 6 years renovating an untouched 1950s ex council house I would say that I’ve had significant exposure to Wickes Newmarket and I have to say I have not had one poor experience. The staff are clearly a family unit and are happy in their jobs which shows in the level of customer service, which can’t be faulted. I have tried other DIY stores but none have come close in comparison. I’ll still find an excuse to go in when my project is complete.

Visited Wickes Newmaket today, and spoke to Emma regarding an existing project that I have on the go. She was very helpful in pointing me in the direction of what was needed. She took time out of her busy day to help and even helped me load the heavier items into my car. Thankyou so much for your help. Excellent customer service and a credit to team Newmarket!!

If any of you use wicks at newmarket suffolk please beaware there customer service after taking your money is zero . full off false promises and lies
take your money and do not deliver i would give minus 10 if i could

We had a whole kitchen remodel and Megan was our design consultant. She handled the whole process with a lot of professionalism and attention, and patience. It took us a lot of back and forth to get to the perfect design but Megan was always available and offered support throughout. We were in really good hands. The installation took a little longer than expected and there was a bit of a delay getting missing parts which was disappointing, the delivery then seemed quite disorganised although communication was not an issue. Our installers were also professional and have produced a near perfect kitchen for us. We're grateful for the quality of the service we have received.

Visited Newmarket today as I do most days to pick up a click n collect.
Lisa was very helpful as usual and really is a credit to the store. I use this store nearly everyday and after over 6 years ,I’m still very happy.