Wickes - Birkenhead Reviews 

We recently ordered our new kitchen from Wicks and couldn’t be happier with the experience. From start to finish, the service was excellent, and we would especially like to thank Neve Toilerton for all her help and support.

Neve was incredibly helpful, friendly and professional throughout the whole process. She took the time to understand what we wanted, answered all our questions and guided us through the different options, making everything feel straightforward and stress-free.

Her knowledge, patience and attention to detail really made a difference, and we felt confident in our choices thanks to her advice.

We are really looking forward to seeing our new kitchen come together and would highly recommend Wicks to anyone looking for a new kitchen. A special thank you to Neve for making the whole experience such a positive one!

Craig’s first day and he was friendly and super helpful. Found what I needed and even helped me out to the car with it. Thanks Craig. You’re a star!

Our first big project in our new home, saying goodbye to an en-suite that had been quietly ageing for 26 years. Jamie guided us through the design with warmth, imagination and not a hint of pressure, and he was helpful at every turn. The result is a bathroom that has truly transformed the space, and we are absolutely delighted.

Five stars, and every one of them is earned by Jamie's craft and Peter's skilful fitting. The road wasn't entirely smooth. We hit a few delivery bumps, and communicating with the Customer Experience Centre felt like an obstacle course. But the hurdles were cleared, and once again it was Wickes Birkenhead, with Jamie at the helm, who put things right.

All in all, we couldn't be happier with our new bathroom, a little haven we'll enjoy for years to come. Thank you once more to Jamie for designing something so special for us.

Great charity support from staff in store, particularly Catia, when we were awarded £100 towards painting items for our community centre.

Directed to the right items and suitable recommendations made for our project. Would highly recommend

Thank you

Massive thanks to Birkenhead Wickes for their donation to our Community Garden. The tools have been very welcome in helping us clear an area making it accessible for our residents, families and friends.
We really appreciate the help.
🌳🌳🌳🌱🌱🌱🙂🙌

Shower installed 6 years ago with a Mira Shower which has just "given up the ghost" and is out of Warranty. We particularly wanted the same shower and found this on the Wickes Website, at an exceptional price compared to other suppliers. Website was showing 1 at the Birkenhead Store. I telephoned the store early and a member of staff went out of his way to go and look that the shower was actually on the shelf. He came back and said it was there and I asked if he could put this to one side and we would be in to collect within the hour. On arrival at the store, true to his word, he produced the shower. We were very grateful for this and we were very pleased. You have made 2 pensioners very happy. Thank you

We really like the materials they are excellent and Cátia,the representative is very attentive and helps us with any questions we have.
Muito obrigada Cátia.

Very difficult to find what you want layput is crazy, no staff to assist

Outstanding service from Catia and Kate

I recently visited Wickes Birkenhead to return some unused items from my mum’s kitchen order and use the value towards some herringbone flooring.

The return wasn’t completely straightforward, as the kitchen had been purchased several months earlier and I didn’t have all the necessary pricing information with me. Catia was absolutely excellent from start to finish. Although the return related to the kitchen department and nobody from that department was immediately available, she took ownership of the situation and did everything she could to help.

Catia patiently searched for the missing information, spoke to the relevant people and eventually got everything sorted for me. She was friendly, professional and reassuring throughout, and nothing ever seemed like too much trouble.

Kate also provided excellent service when she became involved towards the end. She checked that everything had been resolved and personally put the flooring through for me when a queue began to build.

What could have been a difficult and frustrating visit was made completely straightforward by Catia and Kate. Their patience, friendliness and willingness to help were genuinely appreciated. They are both a credit to the Birkenhead store and gave me a brilliant shopping experience from start to finish.

Excellent customer service — a definite 10 out of 10. Thank you both!

Chris was very helpful and knowledgeable when helping me choose paint for my daughters flat

Great store, lots of items in stock. Ordered a new kitchen which we have now had installed which looks incredible. Thanks to Jamie for help with the kitchen design, amazing job. Thanks to Andy for helping out today with a query, who went above and beyond. Great team

Mark, Birkenhead store. Helped us to scan and then mix the paint for our office refurb. So helpful throughout the process, from tester pots to the final colours we decided on. Asset to the company.

Thanks so much to Will for donating items to my not for profit organisation! The donation will be used to provide play opportunites for children across Merseyside! Thanks again

Here is the complaint email I have just had to write:

Dear Customer Service Team,

I am writing to raise a formal complaint regarding a bathroom design and installation purchased from your Birkenhead store. The service provided has fallen significantly short of the standard promised, and the subsequent customer support has been highly unsatisfactory.

Mis-selling and Incomplete Installation
Following a home measurement on 12/03/26 and an in-store consultation on 22/03/26, your designer, Neve, assured us that Wickes provided an "all-in-one custom bathroom installation service" and would "do everything" to leave us with a fully finished bathroom.

During the consultation, we were presented with 360° design images (please see attached: WickesPic1, WickesPic2, WickesPic3) showing a completed bathroom with a painted white ceiling and properly fitted fixtures. We explicitly asked if the ceiling would be painted as pictured and were assured that it would be.

Despite this, the contractor has informed us that the ceiling will be left as bare brown plaster with the spotlights improperly fitted and left exposed. Furthermore, unsightly foam filler has been used to seal a gap where the ceiling meets the wall. I have attached photos (Ceiling1, Ceiling2) demonstrating the current unacceptable state of the work.

Poor Customer Service and Communication
In attempting to resolve this, I have been passed between the store and the Customer Experience Centre (CEC) with no resolution:

Birkenhead Store: Despite multiple attempts since 22/03/26, I have only been able to speak with Neve once. The store manager, Kate, advised me that Wickes does not handle painting and deflected responsibility to the contractor. She dismissed the design images as "generic," despite them being tailored to our specific measurements, and instructed me to contact the CEC.

Customer Experience Centre: Upon calling the CEC, I was told that Kate is responsible for the painting issue and that "logic dictates" I should return to the store. I was given a complaints number (0330 123 4123) which simply routed me back to the same CEC department. It was only after mentioning my intention to escalate to the Ombudsman that my concerns were recorded.

Delivery and Logistical Failures
In addition to the primary issue with the ceiling, the installation has been plagued by logistical errors:

Missing Items: Wickes failed to deliver two boxes of tiles (requiring a reorder) and the shower unit, causing significant delays. The toilet seat was also missing and only arrived a few days ago.

Incorrect Delivery: A bath was delivered and brought into our living room, despite our design clearly excluding a bath. The delivery driver initially refused to remove it, and our contractor had to intervene to ensure it was taken away.

Damaged Goods: The bathroom door arrived with a smashed top corner and had to be replaced, with the new one only arriving today.

Required Resolution
I expect to be left with the finished bathroom I was sold. To resolve this complaint, I require Wickes to:

Paint the bathroom ceiling white, as agreed and depicted in the design plans.

Ensure the spotlights are properly and safely set into the ceiling.

Rectify the exposed foam filler where the ceiling meets the wall.

If Wickes is unwilling to resolve these issues and complete the installation as sold, please issue a formal deadlock letter immediately so that I may escalate this case to the Furniture & Home Improvement Ombudsman.

I look forward to your prompt response and a swift resolution to this matter.

Sincerely,

Adam, Kate and Chris were a massive help today. Such a helpful friendly service for a local school.

The manager of the store, Adam, was so kind, helpful and generous. They were supportive of charity work we were doing and were understanding of the way the store could help. All the staff in the Birkenhead store seemed very helpful.

They were kind ,helpful and welcoming. Adam helped us to get stuff and the range of products in the store was really good. They understood our charity.

Needed a new kitchen and decided to use a designer. Rita was amazing, very professional and friendly. She listened carefully and we ended up with everything that we needed…. Would highly recommend her , her kind patience was much appreciated.. many thanks
Marg and Paul

Staff and Will are knowledgeable and helpful around the Birkenhead store . Great customer service . Well done

Didn’t make it to the appointment as I got a phone call before my appointment basically telling me that they won’t be able help me with the needs I wanted before even knowing the measurements etc and also telling me a price before even knowing the ideas I had, I will never attempt to go to wicks again as this isn’t the customer service I expect!!!