I had the worst shopping experience of my life with Wilko, and I will never order from them again. I purchased a fireplace and was initially happy when it arrived, but that changed quickly when I unboxed it and found they had sent the wrong item. What followed was an absolute nightmare of back-and-forth emails. First, they asked for photos, which I provided. Then, every 2-3 days, a different agent would email asking for more photos or to confirm my name and address — something I had already done multiple times. Each response took another 2-3 days. After weeks of this, I requested to cancel the replacement and have the incorrect item collected for a refund. Instead of honoring my request, they ignored it and insisted on sending the replacement. I asked them if they even read my emails. They told me to “refuse the delivery,” which I did. Getting them to collect the wrong item was another battle. They promised it would be picked up within 7 days, but 2 weeks passed with no action. I had to chase them repeatedly. It took a month, around 40 emails, and endless frustration before they finally collected it. This experience was exhausting, disorganized, and disrespectful to my time as a customer. I will never shop at Wilko again, and I would warn others to avoid them as well. Their customer service is beyond terrible.