On the 5th of July 2018 I ordered a Bath and Front Panel 14th July - Pallet delivered with a completely different type of bath but with correct delivery note. Luckily I checked it before the driver left, so he took it back in the van. 4 days later correct items delivered. Wickes agreed to refund the delivery charge. After partly unwrapping the pallet I discovered faults with the bath and reported it to Wickes. I had to send an email with photos showing faults for them to forward to the suppliers (Wickes Kitchens and Bathrooms). The next day I phoned them and requested an update and was told that the suppliers had not got back to them and they could not chase them up until after they had had 48 hours to respond. 2 days later I again phoned Wickes and as they had still not had a response I cancelled the order. They confirmed the refund would be triggered once Wickes had received the items back Later that day Wickes phoned to say that the suppliers had asked if the returning items were still in their original packaging. I told them they were still on the pallet (as delivered). They asked for a photo and I directed them to the photos I had already sent. I suggested that they were lucky it was still on the pallet, as I might not have found the faults until after I had removed and thrown away all the packing material. I emailed a formal complaint to Wickes Customer Services and received an automatic acknowledgement stating that I would get a response within 24 hours. I got no response. 4 days later TNT collected the pallet. They didn’t have a pallet trolley so needed my help to move it out of the garage and onto the van’s tail lift. The next day the pallet was delivered (in good condition), to Wickes Ossett Depot. 2 days later, and still no notification of the refund, I phoned Wickes to be told that they had not been informed of the receipt of the returned items but said they would chase it up. That same day I emailed a second complaint, this time to Customer Relations and received an automatic acknowledgement stating that I would get a response within 24 hours. 3 days later, on July 30th, with no refund or response to my complaints, I phoned Wickes and was told that I would receive an email notification of refund later that day, but it would still take at least 3 to 5 working days for the refund to be processed. As I had not had any response to my complaints, I asked if they could see any record of my emails. I was told that they were both on file and were with the relevant departments for investigation. Miraculously I received the refund notification a few minutes later. That same day I received an email from Wickes Customer Relations apologising for the issues I have experienced with my order, and the poor performance of their customer services. I was offered a £30 (cheque or Wickes gift card) as a gesture of goodwill for the inconvenience. I rejected this apology and offer, as none of the issues I raised had been sufficiently addressed. The issue of the lack of any response to my initial complaint was not addressed. Later that day they responded with a clearly final offer of £50, which I reluctantly accepted (certainly not a gift card). Based on the poor quality of their customer services and delivery systems, I will certainly not be using Wickes again, and would recommend avoiding them at all costs.