Lee T

Don’t touch Wickes Bathrooms - Beware. This will be my final review of the two bathrooms that Wickes planned, delivered and were responsible for installing. After 8 weeks of chaos in our home, missed deadlines, late deliveries and awful customer service, our two bathrooms are now complete. We were told the installation would be 4 weeks. It was 8. We had in excess of 12 deliveries, each requiring us to be home to sign. The invisible planner never spoke to us in person once. Not once. They generate automatic emails from customer service and then don’t reply to your responses to those emails. I could go on. So we raised multiple complaints. And to cap it all off, someone from their customer service has just offered us £100 to compensate this - on two bathrooms that have cost us over £35,000. Absolutely laughable. As we go forward, and finish our house renovations, we will NEVER buy from Wickes again. No kitchen, no bathrooms, no products. Don’t touch them. Awful.

A very professional, smooth transaction from start to finish. Charlie was very courteous and was not pushy when we met up to discuss a potential purchase. The price of the watch I was considering buying was fairly competitive and Charlie arranged a part exchange that went very smoothly. Came away a very happy customer. Thank you.

DO NOT TRUST THIS COMPANY Shocking Customer Service, appalling Returns Policy and I wouldn’t go near this company.

At the end of April 2026 I purchased and paid for their Gravel Full Lume watch. All good so far and I checked with their customer service team that I would not have to pay for import duty or taxes. They confirmed I would not. My first mistake was assuming this was from Switzerland - it’s not. They send the watch from Miami. That well known Swiss Watch destination. My mistake. When it arrived I immediately realised it was too small. But, they provide a 90 day return policy - so I contacted their customer service team and, to be fair, was promptly given the go ahead and very detailed instructions as to how to return it. So - I followed their instructions precisely. Using their recommendation of DHL, labelling the outside of the box at the DHL depot as a RETURN and ensuring the paperwork on the outside of the box clearly showed it as LIV Returns. Twice. Having paid £50 plus for this pleasure (they don’t tell you this) I was happy I had done everything, as explicitly as had been explained by their representative . A week later and I check where the package is. Held at Cincinnati! Pending release and further information. Well over a week later, after extensive back and forth it arrives in Miami (where LIV are) and is held again. Now pending $200 in customs and tax charges. Again, more back and forth. And now, despite doing everything LIV (Swiss Watches) have said to do, they are washing their hands of it and suggesting I ask DHL to return the watch to the UK whilst they work out how to get it off their hands. Appalling. I suspect the watches are nice. But the absolute hassle is not worth it. I wouldn’t touch them with a barge pole. Interestingly I paid £714 (plus the DHL charge to send it back) and the commercial invoice says the value of the watch is $210. Go figure.

Second Bathroom - same shambles of service from Wickes.

So this is my second review of Wickes as this is our second bathroom. The build of this bathroom should have started a week ago and hasn’t. We have had over 6 deliveries of bathroom furniture although we were told it would be one. They delivered two of the same shower trays because they haven’t got a clue who’s delivered what and when. And they have failed to deliver wall panels but didn’t tell the installation/plumber team. And the so called ‘installation manager’ hasn’t even bothered to phone us once and didn’t take three calls from the plumber. Total chaos. As I said about bathroom 1, don’t touch Wickes with a barge pole!

Update 28/5/26

This is now a 1 star review. It simply gets worse. The ‘installation customer experience’ team are genuinely the worst group of people I’ve ever encountered in customer service. Inept, rude, arrogant and unprofessional. Yes we’ll be making a formal complaint detailing multiple failures, failures in delivering the products required for the install, multiple deliveries with items missing, incorrect deliveries and simple incompetence. PLEASE, PLEASE, do not order your bathrooms from these people. I’d be happy to share our experience with anyone. Next stop, legal advice about their failures.

Let me start with the positive - the Wickes bathroom designer was amazing. Genuinely professional and excellent.

Now, let’s get to what Wickes actually deliver. We ordered 2 bathrooms at a cost of tens of thousands of pounds. We are now into week three of the 1st bathroom fit. So far, I’ve had to wait in the house for in excess of 6 seperate deliveries. Our expectations were set that we’d have one big delivery for each bathroom. Wrong! Then we didn’t receive the correct items or the items weren’t delivered on time. What really matters is that the ‘installation service customer experience centre’ send texts and emails that are clearly automated and then don’t reply to either mail or text responses. And, this weekend we’ve been left for three days without hot water.

So far, a lot of hot air from Wickes but failing to deliver on their promises. Let’s see how the second bathroom installation goes. Maybe the review will go down or up…

Spent 45 minutes on hold waiting for someone to simply change my home address. Hung up in the end. Awful. Surely they/you can make it easier to do this online and save time and money.

Professional, courteous and great communication. Thank you.

I had a crack in my windscreen. Went through my insurance who immediately directed me to Autoglass. Made an appointment online (simple), had regular updates and on the day, the service at Plymouth was excellent. 👍

Update Jan 12th 2026 - this company are a joke.

Our latest email - Hi Paris,

This response is wholly inadequate.

We were explicitly promised an update on Friday and again over the weekend. It was you who promised this. Neither happened. Instead, we are now being told that Loaf does not even know where our sofa is. That is not a communication failure alone — it is a fundamental operational failure.

To be clear:

This item was supposedly out for delivery.

It was then supposedly being returned.

It has now not been scanned back into the depot, and no one appears to know its location.

That is an extraordinary position for a company selling premium furniture to be in.

Repeated apologies and statements about “chasing” and “following up multiple times a day” are not acceptable substitutes for control, accountability, or resolution. We are well past the point where reassurances carry any credibility.

Your email also ignores several critical facts:

We have already endured significant disruption over Christmas due to Loaf’s failures.

We arranged our lives around a guaranteed resolution date which was again missed.

We are currently without a functioning living space and with no certainty whatsoever as to when — or if — this situation will be resolved.

At this stage, we require escalation, not updates.

Accordingly, please do the following immediately:

Escalate this issue today to a senior manager with authority over logistics and customer resolution.

Provide a clear explanation of how a paid-for sofa can effectively be “lost” within your delivery network.

Confirm by return when we will receive a definitive delivery date, not another holding message.

Confirm that compensation discussions are now being handled at an appropriate level, reflecting the cumulative failures, not treated as a goodwill afterthought.

Confirm the level of guarantee you can give on the condition of our sofa which now appears to be lost in your network - the longer this goes on the higher the risk of it sustaining damage.

We are no longer interested in being “kept on the radar” or thanked for our patience. That patience has been exhausted. What we expect now is decisive action, ownership, and a resolution.

I expect a substantive response today.

Dec
We ordered a £4,500 sofa from Loaf in early October and were told to expect delivery in mid-December. On 14 November, Loaf informed us the sofa was ready and prompted us to book a delivery slot. We selected 5th December, and Loaf confirmed this date both by email and by text. Excellent we thought…

Relying on this confirmed date, we arranged and paid for our existing suite to be collected by the local council for recycling. On the morning of 2nd December, we moved the furniture outside in preparation for both the collection and the delivery of our new sofa.

Only a few hours later, we received a call from the delivery company stating that our delivery had been moved to 19 December—without any prior consultation, explanation, or apology. As a result, we have been left without any seating for a planned family gathering and, given upcoming travel, likely without a sofa for almost a month through the entire Christmas period.

For a high-value purchase, this level of communication and service is simply unacceptable. Loaf failed to meet a confirmed delivery commitment and left us to deal with the consequences. Buyers should be aware that the in-store experience and marketing do not reflect the reliability of the actual service. Far from it.

The customer service response to this was laughable and we will deal with this separately.

Contacted company for installation work - they didn’t reply for over a week. Arranged an appointment for 1pm next day. Waited in for the appointment and put off other work in order to meet engineer. At 12.15 they called to say engineer couldn’t make it. So….dont put on your website “We guarantee to turn up on time” You cancelled with 45 mins notice. And don’t say on your website, “We guarantee 100% customer satisfaction.” You didn’t! And I suspect you can’t. Gone elsewhere.

Very receptive, professional and knowledgeable. Helped to solve most of my issues but still waiting to hear back about energy meter.

Bella from the Octupus Energy Team was helpful, professional and courteous. She very quickly responded and answered my queries. Good job.

I initially gave this a poor review. However Pitaka customer service contacted me immediately after my review and offered to help resolve the issue. They were helpful, courteous and supportive. After verification of my purchase, they sent me the sturdier, military grade case and it is excellent in every way. To be fair to them - they have been excellent. Thank you and well done.

Unfortunately I made the mistake of giving Keeper my email details and signed up for a free trial. I cancelled the trial immediately but despite numerous emails I am still getting bombarded with daily emails from them asking me to update account! Just leave people alone who don’t want your product!

I signed up for a trial. A few weeks later I’m billed £27 for 8 small beers. 8. Ridiculous. I realised I hadn’t cancelled subscription so went to website to cancel - and can’t! I have to ‘phone’ them to do this. Since when..?! Why can’t you cancel online like every other company I have used. Don’t fall for this - waste of money and not a very nice way to practice.

48 hours later and update: So, after 48 hours, customer services came back and asked for further photos of my passport despite two very clear images showing full details. Essentially blocking access for a further undetermined period of time. Never have I seen this on any banking app I’ve used. Really poor. Review now reduced to one star.

Was amazing until the app signed me out - then, when I tried to log back in it wouldn’t allow me too. So let’s reset the memorable word - simple I think. Not. Taken 36 hours and it still hasn’t been reset. Most companies do this in hours. In this case it will be days. So essentially I can’t access my accounts or money. Need to do better. If this isn’t sorted tomorrow the review will drop to 2 stars and so on…

I purchased a very high spec vehicle from Lookers. Over the 5 months I was waiting for the vehicle I had three sales people dealing with me - first one was less than professional, second one was good but left and the third was excellent. However, having handed over the money and taken delivery of the car, things changed. A number of issues with the car (brand new) meant some return visits. Since then, once the car disappears into the service department, you have to chase, chase and chase some more. Really poor. But hey, should we expect more as customers..?

Update: After three months, a complaint and 9 emails, I have finally got my money back from them. Three months! They are ineptitude personified.

Sold my Tesla in November after 2 years of ownership. The TESLA loan was repaid by dealership in part exchange for new car. TESLA financial services have TOTALLY cocked up the process and was still being charged loan repayments. Seven emails later to their financial services and financeResolutionsUK at tesla.com and still haven't been repaid the money that has been taken. The only way top contact them is via email because their infrastructure is built on doing everything by app. Totally useless, incompetent and no customer service. So basically Elon and Tesla grow richer and richer on the back of customer misery. Back to ICE vehicles for me.

Horrendous way to track your parcel. Attempted delivery today so go to track my delivery, then spend 20 mins trying to get into account, followed by refusal of the app to recognise the tracking number that UPS have processed. Terrible.

Fabulous, simply fabulous. Our second time here. It just happened to be 29C and absolutely sweltering but it really is an amazing place to go and experience the shows. The La signe du Triomphe alone is worth the entry fee. Yes there are massive queues but the spectaculars are fab. Great family day out.

Take good protection against the sun!