Wickes - Chelmsford Reviews 

Excellent customer service and good communication

Having visited a few times over the bank holidays, I can safely say I will not go anywhere else for my DIY needs. 5 or 6 visits recently and every time exceptional customer service and all from different team members. Well done Wickes Chelmsford

I’m not good at dealing with so much choice. Anthony steered me through the process, his knowledge, experience and patience made it far less daunting. He was always on hand to answer any questions at a later date. The fitters, Richard and Glenn were punctual, tidy and respectful. Always discussing the various options available to me and making helpful suggestions. There were a couple of issues but these were dealt with with no fuss. I am extremely pleased with the end result and have received many compliments on it.

I’ve recently had my kitchen designed and fitted by Wickes. Mark Gary, the kitchen designer, was very patient, listened to needs, taking into account my disabilities, and we designed a kitchen that works for me. Mark was always available and very responses to any queries that I had. The kitchen fitter, Matt was very respectful and consulted me on all decisions, giving me advice when needed. Matt’s attention to detail was excellent and he communicated next steps and kept me appraised throughout the full installation, including when other tradesmen were involved. I’m am very pleased with the full experience.

Excellent timeliness and professionalism. Great knowledge of products and design ideas. I felt confident that my ideas were listened too and respected. Thank you Mark.

A fantastic experience in ordering and purchasing my new bathroom. Chelmsford showroom provided a great selection of styles to see. My consultant, Mark R, priced up everything super efficiently and checked to ensure I had all I needed. The price was good and the finance option was great. This process was very efficient. The service from Mark R was outstanding. Professional and polite. He went through everything and proactively called the delivery team to ensure it would be delivered on time. Highly recommend both the store and Mark. Thank you.

The process was very smooth from design to installation. The installers were very professional and demonstrated a high level of skill. The customer support during the process was very good. The installers worked hard to get the job finished to minimise disruption.

I had a kitchen design done with Mark Grey, who made the experience very pleasant and went through things extremely thoroughly with the most patience. Would recommend to any one

We went into the Chelmsford store for a large paint order. There wasn't quite enough in stock. Mark the manager arranged for the rest to be delivered into store urgently and as we happened to be on his way home, he even dropped it off for us. I've never experienced customer service like it. Extremely grateful.

Excellent customer service from Anthony @Wickes Chelmsford. Knew his products well and offered great advice. Fitters, Dan and Phil were punctual, hardworking and consulted/advised us throughtout the fitting process. Great, problem free experience.

Mark Gray at Wickes provided outstanding service as a design consultant. He was incredibly helpful, knowledgeable, and friendly throughout the process. Mark listened carefully to our needs, remained attentive to every detail, and offered great advice. His professionalism and excellent customer care made the entire experience smooth and enjoyable.

Mark was very knowledgeable, patient and friendly. He made some excellent suggestions, guided us patiently through our idea of what we wanted. We are delighted with our final design and purchase. Would highly recommend.

We received fantastic service from Maddie S, she is extremely pleasant, happy and very knowledgeable.
We purchased several items, but had to return as some items were not needed. Maddie S, was so good, she is engaging in conversation and did the exchange with no questions asked. I was a Manager of a large store, and would have employed Maddie, in a heartbeat, she is a credit to the store and Wickes are very lucky to have her. Keep smiling Maddie S , it made me smile when I left the store, knowing I had just received customer service at its very best .

Consultant arrived on time. Smart and knew the products and range. Pointed out issues and offered to find resolutions.

Within a year of installation, problem with plastic finish/coating to kitchen unit door is peeling off. Wickes tell me it's my fault. They wouldn't come and look at it. As a gesture, then sent me a new door. Still not fitted. Numerous calls and emails, not fitted. First complained 03 October. So so disappointed - terrible service. Still not resolved.

⭐ Wickes Kitchen Installation – A Truly Avoidable Disaster

I’m genuinely shocked that a brand the size of Wickes can deliver something this disorganised, this poorly communicated, and then treat the customer with such little regard.
The frustration isn’t just from mistakes (trust me, there are plenty) — it’s the attitude. Phone calls ignored, promises broken, unanswered emails, and a lack of accountability at every step. I’ve been left chasing your staff for basic resolution on a £23,000 kitchen, while being told to pay extra for simple fixes that only exist because Wickes failed to design and supply correctly in the first place.

For the money I’ve spent, the minimum I expected was professionalism, basic communication, and the willingness to put things right without arguing. Instead, Wickes have provided delays, design failures, missing materials, wrong-coloured items, unusable elements (like a splashback that doesn’t fit the chimney), and attempts to pass additional costs back to me.
It’s unbelievable.

📌 FORMAL 7-DAY NOTICE OF ACTION

To Wickes Customer Care,

This serves as a formal 7-day notice requiring full rectification of the ongoing installation issues detailed below. Failure to confirm and action these items within seven (7) calendar days from the date of this notice will result in formal escalation, including a complaint through the appropriate consumer channels, regulatory escalation, and the publication of all evidence and correspondence on consumer platforms.

❗ OUTSTANDING ISSUES TO BE RESOLVED
1. Missing and Incorrect Items

The following materials are missing or incorrect and must be provided without charge, in accordance with the fitter’s list and Wickes’ duty to complete the quoted kitchen:

3 x plinths (midnight)

1 x 300 d/L door (midnight)

1 x 600 h/L door (midnight)

1 x 290 x 600 bridge door (midnight)

1 x pair of stays for bridge unit

1 x 500 d/L door (bone)

1 x 1025 x 600 door (midnight)

4 x 152mm jointing plates

1 x brass tap (232774 – wrong colour supplied)

1 x 2000 x 900 wood worktop

1 x 1500 x wood worktop
These are the items notified directly by the fitter. All trades on my side have attended on time to avoid delaying Wickes.

2. Design & Sizing Failures

The breakfast bar as designed does not allow seating, making it unfit for purpose.

The splashback does not fit the chimney, and the extractor does not fit in the chimney housing.

I was originally advised that Wickes would provide the splashback but that I would need to pay the fitter. I will not be paying for a fitting caused by Wickes’ own measurement and design errors.

3. Delay & Customer Service Failures

The fitter started one week late, and a 2-week installation has now entered week 4.

Repeated attempts to contact Wickes have been ignored or deflected.

At this price point, it is wholly unacceptable to leave a customer chasing resolutions for basic errors.

📅 Wickes – You Have 7 Days

Please respond in writing confirming:

Full supply of missing/incorrect parts

Rectification of design faults at no cost to me

Completion timetable

Failure to do so will trigger escalation without further notice.

👉 To Anyone Considering Wickes

If you want a kitchen that looks right, fits correctly, and doesn’t require you to fight for weeks to get basic mistakes corrected — think very carefully before spending your money here.

Arrived for our bathroom design appointment for 17.30, 15 minutes early. We waited half hour with nobody about so went looking for a member of staff to be told that the person we had an appointment with phoned in sick today. That can't be helped but no body text or emailed to let us know so we had a completely wasted journey. A bit of courtesy we be appreciated, especially when you're about to spend thousands of pounds on a new bathroom.

Avoid
How long would you be happy to wait for failures to be corrected ? 8 weeks and counting without solution is outrageous!
Updating and reposting this review.
Still waiting , someone did leave me a message and an email on 3rd October which I replied to on the same day . NO response again !!!
Show room can’t help it all has to go through customer service

I am still waiting for someone to contact me properly with some answers. Not off to a good start .I was told 2wks from ordering to delivery it was 6 . Bad design, things missing , things don't fit. Not the fitters fault.
Delivered 20th August it should all have been sorted weeks ago.
Wrong things ordered. Inside colours, WRONG! WRONG! There is a list !!!!
It's been a month now since complaining. They were supposed to be looking into it . Still can't use my oven.
Assurances every week ..once I've called them. Shouldn’t have to chase . They are happy with my money and I don’t have what I paid for .
Appalling customer service is adding to the list . Given the run around . Email today finally … told me to go back to Chelmsford showroom where I ordered it from . The whole point of going to customer service is because I couldn’t resolve it in store !
I wish l'd never used them . AVOID AVOID

What a surprise I’m still waiting for some communication . Went back into the store on Monday was assured things would be dealt with . Still waiting ……. This is now 5 wks since complaints got escalated……..

And still waiting 6weeks plus now …..
Beyond the realms of what’s acceptable

Edit

Delete

Share
Wickes logo
Reply from Wickes
22 Sep 2025
Hi Caroline, We are so grateful that you took the time to share your thoughts with us. We are sorry to hear about your experience with this order. This is not the level of service we try to deliver here at Wickes. We've asked for information on Trustpilot so we can look into it further. - AH

Had a kitchen consultation as we wanted a new kitchen couldn’t get a booking in our home town so drove out around 30-40 min To Chelmsford. The guy we see was straight on to telling us we wouldn’t get a price today as is only a 1hr booking fair enough I guess so he took all our details including kitchen dimensions and a copy of a sketch witch highlighted unit sizes as we wanted a like for like kitchen just all new he said he would get it done and email it across. I sent him an email 4days later to ask how things was going and no reply. We contacted him by phone two days later and he said sorry I didn’t reply to your email it’s been hectic here and you will have the quote by end of day today or tomorrow that was 3 days ago and still no response. If this is the quality of service when I’m trying to purchase a kitchen I’d hate to imagine what if there was a problem later on down the line we have emailed to say we will not be pursuing it and are looking else where and guess what no response.

I went to Wickes in Chelmsford had an appointment with Anthony Marshall, he designed my kitchen followed by a home visit to check measurements etc, the delivery was good, no damage or missing parts, I changed something very last minute Anthony was extremely helpful and understood my reasons, overall an excellent experience, Anthony was very professional and I would not hesitate to recommend him, I am over the moon with my new kitchen