Wickes Kitchen Installation Leaves Cancer Patient in Dangerous Situation
A Kent resident undergoing cancer treatment has been left without cooking facilities for three months following a botched kitchen installation by home improvement retailer Wickes. The customer, identified only as MA from Maidstone, reported a strange smell after the installation that was later confirmed to be a gas leak from the newly fitted hob.
Immediate Danger Identified
"My supplier dispatched an emergency engineer who discovered a leak in the newly fitted hob and categorised it as an immediate danger," the customer explained. The gas supply was immediately disconnected, and while Wickes sent a replacement hob, no installer arrived to fit it, leaving the customer with two unusable appliances.
The situation has created significant hardship for the vulnerable customer. "Lack of cooking facilities is affecting my diet, and the anxiety and stress is not helping my condition," they reported, noting that Wickes was aware of their cancer treatment but failed to respond adequately to their concerns.
Multiple Installation Failures Reported
This case is not isolated. Another customer from Abingdon, Oxfordshire, reported that a £35,000 project to install a Wickes kitchen, utility room, and bathroom stretched from four weeks to nine months. During this extended period, walls and ceilings were damaged, installations proved so substandard they had to be completely removed, and the kitchen sink required replacement four times.
"Our house has not been our home for more than eight months," the customer stated. Wickes eventually completed the work after media intervention but offered only £750 in compensation, which the customer described as "derisory."
Elderly Customer Abandoned Mid-Project
A third case involves an elderly woman whose £10,000 bathroom refurbishment was supposed to be completed in July. According to her sister, the fitter rarely showed up, citing various excuses including family emergencies, annual leave, Covid, and even "flea bites." The fitter demanded immediate payment for additional work before disappearing, leaving the job unfinished with a leaking shower, unconnected radiator, and unplumbed toilet.
Wickes initially refused to get involved, then offered a settlement of £500.99 that included only £250 in compensation, with the balance expected to cover repair costs the customer would need to arrange herself. The company stated that any remedial work arranged independently would not be covered by their guarantee.
Company Response Questioned
Wickes claims to thoroughly vet each installer and their work, stating they aim for the highest levels of service. However, their response to these serious complaints has been inconsistent. In the Kent case, action was only taken after media intervention, with the hob finally installed and a gas safety certificate issued within 48 hours of the company being questioned about their conduct.
The company never admitted wrongdoing in their formal response, despite the clear safety violations and multiple customer complaints about workmanship and communication failures.
Consumer Rights and Recourse Options
Customers facing similar issues with Wickes installations have several options for recourse. The first step is to document all communications and gather evidence of poor workmanship. If the company refuses to address legitimate complaints, customers can escalate the matter to the Furniture and Home Improvements Ombudsman.
For unresolved cases, a county court claim remains the final option. Customers should obtain quotes from independent installers to establish the cost of remedial work when making claims against the company.
Positive Customer Service Examples
In contrast to Wickes' poor performance, several other companies demonstrate exceptional customer service. Cocoons sunglasses replaced a pair scratched by a customer's dog under warranty for just £2.99 postage, while children's storage company 3 Sprouts sent an entire new door organiser when plastic hooks were damaged during a house move.
Le Creuset also honored their lifetime guarantee when a customer dropped and chipped a casserole dish, sending a brand new replacement despite the damage being clearly the customer's fault. These examples highlight how proper customer service should function in contrast to the experiences reported with Wickes installations.
