Review Time
Went to collect and found the wrong item was sent. Checked my emails and there is 2 different order numbers so not sure why this is. Too much hassle to drive back to return it, won't use again.
I haven’t bought from Wilko for a long while but I have to say my recent experience was amazing! The online customer service team were incredibly responsive, helpful and professional. Gives me great confidence in buying from them again.
I ordered 3 pots of paint, which arrived several days later than it said they would. One pot arrived 3 days before the other two today, and when I received them I instantly knew the pink had exploded open in transit. I’ve been cleaning paint of my hands and floor for ages, only then to find the green was starting to leak too.
Here are the ways in which the 3 boxes of paint arrived:
Paint 1 - green (delivery): arrived with proper wrapping, bubble padding and box
Paint 2 - green (deliver 2): arrived in a weathered, squished box and only the outer wrapping to prevent leaking in transit (failed).
Paint 3 - pink (delivery 2): arrived in a weathered, wet box with ZERO PLASTIC COVERING or any padding. Box full of paint!
Avoid ordering any paint, or anything really, from Wilko - you will be extremely disappointed and like me cleaning up after the mess.
No wonder their high street stores failed. Terrible service throughout and even worse experience when you receive the item broken.
There is no zero, so I had to give them a star. This is the worst customer service I have ever experienced.
All the do is email you back asking for your order number and name about 9 times. Still haven't got the replacement for missing item. They asked for a photo - not easy when it's missing! This has been going on for 3 weeks.
I made a straightforward purchase - a bin. It arrived damaged and broken, likely because it was just loose in an oversized box without any padding. I reached out for a replacement, which also came in poor condition, still unprotected in a slightly smaller oversized box. I contacted the support team again, and they issued a refund, effectively acknowledging their failure to ship the item properly. There are many other online retailers that deserve our business more.
This service did not meet expectations at all. A different company was handling my order, posing as the original brand. It took far too long for my items to arrive. The first item was lost in transit, forcing me to wait for a replacement. Overall, it was five days late and arrived after the special occasion. The 20% refund they offered seemed more like a way to silence my concerns about this issue.
The ordering and returns process was quite chaotic, particularly when dealing with one of the third-party suppliers. There were no tracking details available, and I had to exchange multiple emails to return items. Although the customer support team was helpful in the end, the inability to manage everything online myself is a significant downside. For the small saving, I regret not ordering directly from the company and I’m hesitant to use this platform again.
I purchased a garden shed for 400 pounds and had it assembled by a professional since I couldn't manage it myself. Unfortunately, two large wall pieces were missing, leaving my shed incomplete. The company did not send the missing parts back. I was given the option to return the shed or accept a compensation of just 15 pounds. It has been a complete disaster. I cannot recommend this.
If there were a possibility to score zero, I would have. I purchased a Christmas tree for over £60 but lost the delivery confirmation due to a phone issue. After several emails, I requested two pickup dates, which they confirmed for an earlier date. However, they only informed me the day after and blamed me for missing the pickup, refusing to reschedule. I will never order from this company again; every inquiry takes 48 hours for a response. I also asked for the supplier's name and the company's head office address, but they refused to provide that information.
The way the support team addressed my issue was disappointing. I received a refund for items that never arrived, but there was no apology—only excuses for the situation. Even if it was due to a new warehouse, I find it hard to accept that there aren't standard procedures in place. If there aren't, there definitely should be consistent standards across the board.
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