We ordered a bathroom suite from Wickes with 4 weeks’ notice, the delivery day comes and no cistern for the toilet! We were only informed of this by the delivery driver when he handed us the note stating “cistern to follow”, not a great start! We contacted customer services and were told by John in the Chorley store and customer services that they had sourced an alternative cistern that would fit, next day delivery, great! Did it fit? No, not even remotely compatible. After raising my concerns a cistern for the pan was found in the Chorley store, I took the replacement that didn’t fit down to the store to swap them over, once in the store I was told everything had been checked and that’s why the box was opened, at 70 years of age I instinctively asked to see the cistern in store before leaving, low and behold the cistern was cracked! So much for being checked by staff. The day after in the afternoon the cistern for the pan does arrive via courier, finally the plumber can start. Toilet and sink in, next the bath.. oh wait, the corner has been damaged in transit. I spoke to Tom at the Chorley store on Sunday 16/7/17 and I was assured it would be his priority on Monday as customer services weren't open. Monday 17/7/17 I hear nothing so ring the Chorley store in the morning at approximately 11am, Wendy advised me that Tom was out on sales calls and the bath would be Thursday! I stated that absolutely would not do due to the delays and difficulty getting the plumber back, Wendy spoke to customer services and assured me it would be Tuesday 18/7/17 in the AM and that she would liaise with Tom and have him ring us. At 15:45 Monday 17/7/17 we visited the store to speak to Tom, he wasn't available as he hadn't finished his appointments, queue Jack the 'operations manager'; Jack stated he would have to contact Tom, upon questioning if he could ascertain if the Bath would be coming tomorrow as per Wendy he stipulated that, and I quote.. "he didn't have the authority to check the system and would need to speak to Tom". I found this odd, an 'operations manager' without the authority to speak to his own customer service or supplier? Come on! After waiting fifteen minutes in store, Jack couldn't contact Tom so Jack took our details to call us once Tom arrived back at the store, Tom was due back at 16:30. Guess what, no call, this is beginning to become a regular thing with Wickes Chorley so at 17:51 I call the store and ask for Tom, he still isn't back, so I ask for Jack.. After waiting ten minutes Sam eventually manages to get Jack to answer his extension, Jack stated that the Bath would be delivered Thursday, no word of why they couldn't get the replacement to me Tuesday as stated by Wendy and customer service or any word of an apology, just the contact number for customer services, clearly Jack was as interested as he was instore. I do ask myself what Wickes Chorley have actually done to ensure the expediency of a replacement bath. The showroom didn't have a member of staff available with Tom out on sales calls and Wendy finishing half day and with John presumably on a day off. How on earth do you run a showroom like this? I asked Jack the question and received a rather nonchalant response of "we don't have the budget for it, today is only Monday and it’s not Peak”, my response was its peak anytime there’s a customer waiting for a response, Jack said he didn’t wish to discuss Wickes operational systems and policies and seemed disinterested by his demeanour and body language, I pointed this out at the time. I can only conclude that the premium Wickes charge is to cover the staff commission and once the sales done, so are the staff. The whole experience of dealing with Wickes after the initial sale has been horrendous, I've shopped with Wickes for years and also Travis Perkins but moving forward this will not be the case due to the lack of honesty, disinterest and ultimately the extra costs I’m incurring from Tradesmen for having to come backwards and forwards on Wickes timescale. I now wish I’d ordered from Victoria Plumb who offer next day delivery, it just goes to show that loyalty is never rewarded.