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Wickes - service with a smile.

 
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OtleyLad



Joined: 13 Jan 2007
Posts: 2737
Location: Otley, West Yorkshire
PostPosted: Wed Feb 04, 15 4:59 pm    Post subject: Wickes - service with a smile.  Reply with quote    

We're making a new shower room upstairs and wanted two doors. One plain and the other glazed, ordered them from Wickes last week. When they arrived (on time) on Thursday they were the wrong size.
So I told them and they said they would swap them this Tuesday.
Tuesday arrives and a single door is delivered. The glazed one is not on the delivery. I am told it will come Wednesday. They don't want to take the original doors away.

This Wednesday morning I look at the replacement door and see it has a big chip out of one corner. So I phone up 11am. After a long conversation the woman says the replacements will come out Thursday when the originals will be picked up too.

Half an hour later a delivery arrives - with a battered unglazed door. The driver says You don't want this do you?"
Off they go with both doors - but I've still got the originals.

I phone Wickes again and after a long conversation I am assured that it will all be sorted tomorrow Thursday). Fine.
One hour later I get a phone call from the masking me for clarification (????????). By now I am less that civil.
The glazed door is coming from a warehouse and the plain door from the shop. I am told to expect a phone call from the shop confirming their delivery.

Phone goes at 4.30 and a nice young man reassures me that all will be well and the 1 door will arrive tomorrow. But he was talking about the wrong door. Groan.
Unfortunately for the young man the doors have similar names:

Wickes Skipton Internal Softwood Door Clear Pine 4 Panel 1981x762mm

Wickes Skipton Internal Softwood Door Clear Pine Glazed 4 Panel 1981x762mm

He failed to notice that clear does not mean glazed.

Everyone I spoke to was very calm, polite (except for me) and reassuring - lots of 'I'll follow this order", "I'll sort it out", "that's great", “Excellent”, blah, blah, etc. Unfortunately I detect the delicate scent of bafflement and incompetence.

But who knows what tomorrow might bring? Any bets on 3 doors arriving?

dpack



Joined: 02 Jul 2005
Posts: 35422
Location: yes
PostPosted: Wed Feb 04, 15 6:18 pm    Post subject: Reply with quote    

if they fail completely travis perkins and /or if you have one nearby haworth timber are usually both quite professional

MornieG



Joined: 17 Jan 2013
Posts: 933
Location: Bromham, Wiltshire
PostPosted: Wed Feb 04, 15 6:19 pm    Post subject: Reply with quote    

Crikey you're far more patient than I would be.

Mo.XX

Nick



Joined: 02 Nov 2004
Posts: 34018
Location: Hereford
PostPosted: Wed Feb 04, 15 6:29 pm    Post subject: Reply with quote    

Use product codes, then descriptions won't get muddled.

mousjoos



Joined: 05 Jun 2006
Posts: 1984
Location: VERY Sunny SW France
PostPosted: Wed Feb 04, 15 6:52 pm    Post subject: Reply with quote    

Ahh Wickes, the most professional & well informed of all the DIY sheds.....years ago the manager of the Worthing branch told me that my French doors that I'd bought from them had in fact shrunk & warped because I hadn't painted the inside of the mortice after I'd chopped out for the lock...I had in fact primed the mortice, but this wasn't sufficient apparently

Their head office at the time was in Harrow & I spoke to the customer service bod...the situation was rectified, doors replaced foc, written apology, & I believe the manager was some time later was moved on, hopefully made teaboy at their Foulness branch

12Bore



Joined: 15 Jun 2008
Posts: 9088
Location: Paddling in the Mersey
PostPosted: Thu Feb 05, 15 11:01 am    Post subject: Reply with quote    

Nick wrote:
Use product codes, then descriptions won't get muddled.

This. Always.

bibbster



Joined: 17 Apr 2009
Posts: 1233
Location: Just a bit inland from Aberaeron
PostPosted: Thu Feb 05, 15 11:44 am    Post subject: Reply with quote    

Gave up on Wickes after ordering French Doors that arrived very late after getting ''lost in the system' and then arrived warped. after lots of phone calls and promised deliveries that never happened I lost patience, got them collected for a full refund, and got £200 compensation for wasted time...both builders and my own.

Nick



Joined: 02 Nov 2004
Posts: 34018
Location: Hereford
PostPosted: Thu Feb 05, 15 12:30 pm    Post subject: Reply with quote    

12Bore wrote:
Nick wrote:
Use product codes, then descriptions won't get muddled.

This. Always.


We carry around 50,000 items. Descriptions are often very similar, and easy to confuse/misread. Everything has a unique 'million number'. Using that, we don't always get it right, but almost always.

dpack



Joined: 02 Jul 2005
Posts: 35422
Location: yes
PostPosted: Thu Feb 05, 15 12:36 pm    Post subject: Reply with quote    

i use the codes with screwfix etc and it does seem to work quite well.

have the crazed boars arrived yet ?

Nick



Joined: 02 Nov 2004
Posts: 34018
Location: Hereford
PostPosted: Thu Feb 05, 15 12:40 pm    Post subject: Reply with quote    

Both Wickes and Screwfix run SAP.

A purchase order on SAP requires a 'million number' to be entered, so anything else opens up a greater potential for error.

OtleyLad



Joined: 13 Jan 2007
Posts: 2737
Location: Otley, West Yorkshire
PostPosted: Thu Feb 05, 15 2:54 pm    Post subject: Reply with quote    

dpack wrote:
i use the codes with screwfix etc and it does seem to work quite well.

have the crazed boars arrived yet ?


Two deliveries today (so far) and I have my 2 doors
The 2nd seemed reluctant to take the door away though.

All's well that ends well I suppose.

dpack



Joined: 02 Jul 2005
Posts: 35422
Location: yes
PostPosted: Thu Feb 05, 15 4:49 pm    Post subject: Reply with quote    

i was hoping for crazed boar sausages

Mutton



Joined: 09 May 2009
Posts: 1508

PostPosted: Tue Feb 10, 15 9:07 am    Post subject: Reply with quote    

Funnily enough, in a less extensive way, we had the same kind of experience with a glazed door with B&Q.
Non-standard size, wanted it frosted glass.
Settled for non-standard size, clear glass when it was delivered.

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