Wilko Reviews 95,994

Terrible customer service. Despite sending 4 emails with my order number, name and address, the Customer Care Advisor claims not to recognize me so that I cannot return an item ordered by mistake. Very frustrating.

Very helpful staff, no waiting, clearly signed collection point.

Totally dissatisfied and if I could have given a 0 I would have. The way this company handles formal complaints is absolutely despicable and doesn't even deserve a 1. My daughter purchased the Shefa 880 3 Drawer White Kids Changing Unit from their website at a cost of £153.00 and it was faulty goods. It was not fit for purpose and the quality of the item was rubbish. My daughter contacted the customer services with photo and video evidence of the faults and requested a return and full refund but it was refused and they tried to say that because the item was delivered with no faults that it was my daughters fault and that she had caused the damage during assembling the item which is totally untrue. After an exchange of several emails between them and my daughter and them constantly accused her of damaging their shoddy goods I decided to put in a formal complaint on behalf of my daughter as she is heavily pregnant and their attitude was causing her more stress and anxiety that she could do without. I contacted customer services with my formal complaint and sent an email from my daughter giving me authorisation to deal with the matter on her behalf. I explained yet again that the goods were faulty and provided photographic and video evidence of the faults. I also advised them that under the Consumer Rights Act 2015 furniture has to be of satisfactory quality, fit for purpose and as described and if it is not, my daughter is entitled to reject it within 30 days for a full refund. I again requested a refund and asked them to arrange for a courier to collect the item. Again after several exchanges of emails which when sent from customer services were the exact same words each time but from different named individuals which gave me the impression that they were computer generated generic replies and that no human was looking at my complaint. They were still adamant that they would not accept my daughters return request and they kept asking for the same information over and over again despite me sending it to them more than once. The last couple of emails they sent to me advised me that, despite me sending my daughters authorisation and explaining that my daughter was heavily pregnant and unable to deal with this mess anymore, they said they could not talk to me about the situation anymore and that my daughter would need to contact them direct. Another delay tactic as far as I am concerned. They even decided to close my formal complaint without even giving a resolution or final response which I did ask for. This whole experience has been horrendous and totally unprofessional and they are the worst company customer services I think I have ever dealt with. They never read customers emails properly and just fob people off to the extent that they hope that people will give up and end up losing money due to their faulty goods. Both me and my daughter will never order from Wilko again and hope we never go through what they have put us through again. In the end my daughter had to go through her bank to obtain her refund which is not how it should be and Wilko are getting away with this diabolical customer services. AVOID AT ALL COSTS!!

I spent £400 on garden furniture that was supposed to arrive within a few days. It's now been five weeks, and I still haven't received it.

Customer service is non existent. I've been trying to resolve this for weeks, but they never get back to you so you have to keep on chasing them.

Their latest response: 'it's delayed, and we don't know when you'll receive it'. Exactly what you want to hear when you have spent that amount of money.

We're never going to shop from here again. Scammers!

Ordered online , delivery date arrived and no item. Tried to contact them and emails , WhatsApp and Facebook messages live chat all direct you back to live chat . Only to be told as my item is being delivered to a different address they will no longer give me any information

When I went to collect the 3 grow bags the shop assistant brought them to the customer service desk and they were in such poor condition bags split and compost coming out I refused to take them and asked for a refund
Which was duly done
I did feel the customer service wasn’t the best as the assistant stated that the 3 grow bags were the best they could retrieve and that’s your lot attitude
Disappointing really

Waited longer than normal to be seen to. Supervisor on duty not quite up standards of someone in authority - staff shortage, people engagement, communication skills, service, unfriendly nature of supervisor lacking, pity …

Picked up 20 bags of stones from a Wilko collection point within the Range in Frome. We were served by the most miserable person I've encountered in retail. Constantly huffing and puffing, rolling her eyes and just a horrible attitude. I would go out of my way to go somewhere else and I would not return here.

The order was not prepared correctly ( 3 items was kept separately ) and I had to wait 30 minutes . Need to be improved by Range shop staff.

I order two items. Only 1 came on the 24th April so I contacted them through chat. It took my 4 attempts to get through to chat only to be told to wait till the 27th to see if my other item turned up. So I waited and they send they would send on the request and I would be contacted in 48 hours by email. So I waited 48 hours later a message asking me what was missing has it should have been together I messaged back. Never got a reply till 48 hours later asking me what was missing. I told them again this time I didnt get a reply till today the 6th may saying they will pass on the information to the surplyers. God knows how long im going to have to wait this time. Bloody terrible customer service.

The slough branch were great. Stock was correct as stated on line. The only reason I ended up at slough is because I had gone to Maidenhead where online they said they had 4 in stock. When I got there they had none and when I commented on it I was told that it happens a lot. Suggest you tighten up your stock controls at maidenhead.A wasted 10 mile journey. An hour out of my day and a drive to slough to get what I needed.

Placed a click and collect order for a single item, 4 hours later we were still waiting for the email to let us know it was ready to collect. We went to the store anyway, only to be told that no one had picked the order and we would have to wait while they did. When our item was picked it was placed behind the customer service counter, nobody bothered to tell us that it was ready to collect, we had to walk over to check it was our order and just walk out with it. Whole we were waiting 3 other customers came for click and collect orders and none of them had had an email about collection, and none of the orders had been picked. If your going to offer the service at least try to have enough staff to run it.

I ordered a cat tray from Wilko and when it arrived it was badly damaged, I have tried every means to get a response from them , email, live chat and whatsapp and all I keep getting is wait 48 hours when it has been over a week. How hard is it to just get an answer to can I have a replacement :-( it is beyond frustrating

Ordered cordless, received corded. Still awaiting my refund. Nightmare. Buy through Wilkos, collect from The Range, waiting for one to speak to the other regarding refund. Told by The Range to contact Wilkos, who have no way of contacting them. Rubbish service from start to finish

Placed an order on Sunday 3rd @ 10:51 a.m. Eventually received QR code on Monday @ 13:37. Went in Tuesday morning to pick up the order and it was no where to be found. This was an order of 6x 20kg bags of stones not exactly something to be mislaid. Was told no more in stock so they would refund the money!!! but it may take up to 14 days for it to get back to my account. I WILL NEVER EVER SHOP ONLINE WITH WILKO AGAIN

I ordered a light shade nearly 2 weeks ago - I received a confirmation by email stating that I should receive this on or before the 1 May and I am still awaiting for my order.

There is absolutely no way whatsoever of communication to request a refund.

The matter has now been resolved

Ordered items on the website give you the wrong items in-store

Bought a dual recycling bin online. Arrived damaged in 3 places. For the last 12 days, I've raised the issue via their website & via Facebook messenger. I want the bin collected & a replacement delivered. Utterly incompetent customer service team. No accountability, responsiveness or care for their customers & products. DO NOT BUY from Wilko

Very good service all round. Staff very helpful and process made easy with lots of communication. My thanks.