Wilko Reviews 95,997

terrible. always a customer there, love the store in general. however, the guy that worked at around 1pm at the customer care desk at the burton on trent branch ( The Range ) was dismissive and rude. the only reason i didn’t curse him off right then and there was because i saw the sign that says “ respect our staff “ well they should respect others as well regardless of characteristics they can’t control. the rest of the staff was lovely.

**UPDATE** May 21st 2026
a Wilko customer service representative reached out to me, empathised and sent me a ££ voucher. Hence I moved the review from 1 stars to 4 as I appreciate the compensation as a whole beyond that one personnel in the store.

The staff were very friendly and even carried my items to my car, excellent service

I got what I ordered, although it would have been nice to have seen a Wilko sign somewhere 😂, as it took 5 mins and a phone all just to establish I was actually in the right place!

Made an order then saw that I was a 2 week delivery period contacted them to see if it was realistic.
They cancelled my order despite it being for delivery the NEXT day!!!
Asked to raise a complaint as I never asked for cancellation, their reply was to confirm it had been cancelled

Can I get hold of anyone now, can I heck.

Useless company, terrible service, go anywhere else literally anywhere for a better service!!!

I’m so disappointed in the service I’ve had.

Dreadful customer service. Ordered a dining table and after 4 failed deliveries by their courier DX Express i had enough of waiting in for it. Contacted Customer Service to get a refund and was told i had to wait until the courier returned it to them. They acknowledged that the courier had failed to deliver and i pointed out that why should i wait for a refund. Anyway three weeks later i still haven’t had a refund. All other companies refund you and sort it out with the couriers afterwards, why are Wilko.com doing it this way and holding onto my money until they hope i forget about it. I won’t.

Very unorganised and not very good customer service. All my items were just thrown in the trolley. Alot of money spent to have them picked like that isnt very good. I wont be rushing back to use this store.

Ordered garden play set. Delivery day came and went. Emailed their customer service, gave me a fake tracking. Their courier is a joke. Opened a case with PayPal to get my money back.
Appalling.

#EDIT: don’t take any notice of their reply. Wilco did not resolve my problem. I won the case through PayPal resolution and they were forced to refund my money. They blamed the courier but the courier said they never received the order from them. The customer service agent spoke to my wife and said they would send a £30 voucher to my email which I never had! They are liars and this fake site should be closed down.
Please have a look at the other reviews from the last week. They are all negative!
AVOID Wilco and the Range at all costs.

Great ordering process and communication was quick and clear about purchase collection.
But
I am physically disabled and navigating the store was just horrendous. Countless Delivery bins and stock for sales in the main central aisle, portable high access ladders in small aisles placed on a corner reducing the turning circle for wheelchair and mobility scooter users.

Purchased some patio furniture with next day delivery, once I'd paid then said delivery would be 12 days, email to say delivery due Friday, nothing turned up, new email saying Monday, then another email saying Wednesday, no option to call anyone, email chat was useless as was messenger, annual leave days wasted.

I made a substantial order online for over £300. I had recently moved so I was careful to check that I had removed the old address (the month before) and that it wasn't associated with my account. Got an email to say they were delivering to my old address so went straight onto live chat and had it cancelled. Next day I get a txt saying dhl expected my order. So back into chat to sort it out. Got a partial refund but they say it was a full refund (£93) seems they only refunded 1 tin of paint instead of the 6 I bought. Didn't refund the wallpaper of paste and brushes either. Very unprofessional. Dismissive and take an age to respond. When they do they don't even answer the questions asked. If you need something go into store. DO NOT ORDER ONLINE. I'm now out of pocket by over £200 and have to pay another month on my storage unit because it's going to take weeks to sort out with the bank.

Always a great service . Company you can trust

Waited for item to come into stock you informed me it was paid for it collected it great!

If I could give 0 stars I would.

Used online delivery.
Paid extra for the delivery to be next day, no delivery, contacted and spoke to Courtney from customer service. Who unfortunately told me that my order hasn’t been picked up by the courier and won’t be delivered today.

On asking for a refund, I was informed due to THEIR system limitations it doesn’t allow it. Yet I merely have to refuse delivery.

They can’t process a refund, can’t stick to providing the terms of the purchase.

I asked Courtney what she could action to resolve this situation, seems I’m not worthy of being dealt with.

I would avoid this place like the plague.

They're very good my order didn't take I collected it the same day.i would recommend it to my family and friends.

Was damaged had to return it awaiting refund

I have bought my bird food from Wilkos for years and rate it well. Just wish you still delivered to me as not easy for me to click and collect

Was really pleased I could go to a nearby store to pick up as couldn't get delivered

Placed an order and delivery date was set, that date came and it never arrived. The tracking still says that delivered date even though it was never delivered. So i have emailed them with no reply, the whatsapp messaging is useless just keeps sending my the same article on how to track my order and when i ask to speak to a customer representative agent it just sends me back to the start. I still don't know where my order is and cannot get in contact with anyone. No idea what to do but feeling very frustrated.

I honestly do not know where to begin with how appalling this experience has been.

What should have been a straightforward £400 furniture order placed on 18 March turned into nearly two months of delays, misinformation, ignored emails and complete lack of accountability.

Over the course of this experience I dealt with:

– 3 failed and missed delivery dates– Repeated inaccurate information and broken assurances– Ongoing delays in responses despite repeated escalation– Failures in ownership and accountability throughout– A delivery that arrived thirteen days after the third promised delivery date– Undelivered goodwill gestures– A product that ultimately arrived damaged, incomplete and unusable

On every failed delivery date, I rearranged work and childcare to ensure I was home to receive the order, only for the deliveries simply not to arrive. Customer service repeatedly assured me the order was being monitored and personally managed, yet I was constantly forced to chase updates myself while receiving contradictory information from different advisers.

At multiple points during this process, the lack of communication genuinely left me concerned that I had been scammed.

When the furniture finally did arrive, it came damaged and marked, with no instruction manual and, unbelievably, no screws included whatsoever, making the set impossible to assemble or use.

The most frustrating part of all has been the complete absence of meaningful accountability. Even formal complaint emails have gone unanswered.

This has been, without question, the worst customer service experience I have ever had from a national retailer and I would strongly caution others before ordering.