Seeking advice regarding wickes faulty flooring claim

Alderbank

lethalmilk08 said:

Sorry to hear you’re dealing with this too. I’m in the same situation.

I installed Wickes own-brand laminate in April, using Arbiton underlay with a built-in DPM, plus a separate DPM sheet. I left 10–12 mm expansion gaps and only cleaned it with a damp microfibre cloth, as instructed. Within three months, the joints swelled and broke.

I submitted photos, filled out two PDF forms (which felt designed to put people off), and offered an inspection. They kept pushing me to the supplier, saying I’d agreed to their T&Cs. I explained that under the Consumer Rights Act 2015, they’re responsible for faulty goods within six months, and T&Cs can’t override that.

They reviewed the photos and dismissed the claim, blaming moisture or bad installation without inspecting the floor.

I’ve now requested a manager call, and I’m escalating the case to Trading Standards. If they still refuse to act, I’ll look at other options. All this over a £120 floor - it’s a truly pathetic show from Wickes.

Let me know if you’d be interested in joining forces. I doubt we’re the only ones.

Welcome to the forum.

It will be useful to others if you tell us how you are escalating the case to Trading Standards.

lethalmilk08

Alderbank said:

lethalmilk08 said:

Sorry to hear you’re dealing with this too. I’m in the same situation.

I installed Wickes own-brand laminate in April, using Arbiton underlay with a built-in DPM, plus a separate DPM sheet. I left 10–12 mm expansion gaps and only cleaned it with a damp microfibre cloth, as instructed. Within three months, the joints swelled and broke.

I submitted photos, filled out two PDF forms (which felt designed to put people off), and offered an inspection. They kept pushing me to the supplier, saying I’d agreed to their T&Cs. I explained that under the Consumer Rights Act 2015, they’re responsible for faulty goods within six months, and T&Cs can’t override that.

They reviewed the photos and dismissed the claim, blaming moisture or bad installation without inspecting the floor.

I’ve now requested a manager call, and I’m escalating the case to Trading Standards. If they still refuse to act, I’ll look at other options. All this over a £120 floor - it’s a truly pathetic show from Wickes.

Let me know if you’d be interested in joining forces. I doubt we’re the only ones.

Welcome to the forum.

It will be useful to others if you tell us how you are escalating the case to Trading Standards.

Thanks.

To be honest, I didn’t expect to pursue this so far, but Wickes’ customer service has been so dismissive and misleading that I feel I have no choice.

I’ve contacted consumer.service@citizensadvice.org.uk with a full summary of the issue and offered to supply all the correspondence. As I understand it, Citizens Advice can refer the case to Trading Standards if they believe a retailer is breaching consumer law.

In the meantime, I’m waiting on a call from a Wickes customer service manager. I’ll be asking them how they believe it’s lawful to:

a) Claim that their terms and conditions override  statutory rights under the Consumer Rights Act 2015, despite the law clearly stating that no retailer can do this. It’s either wilfully misleading or alarmingly uninformed.

b) Reject a claim based solely on photos, jumping to conclusions without any proper inspection or opportunity for me to respond to the alleged “evidence.” They blamed moisture or poor installation, despite me following all fitting and care instructions exactly. They ignored my request for an in-person inspection completely.

I also have to say that their customer service team has been consistently rude, defensive and dismissive throughout. If they’re regularly treating customers like this - talking over them, quoting incorrect legal information, and refusing to engage meaningfully - then they deserve every difficult complaint they receive.

Happy to keep this thread updated in case it helps others facing something similar.

the_lunatic_is_in_my_head

lethalmilk08 said:

Thanks.

To be honest, I didn’t expect to pursue this so far, but Wickes’ customer service has been so dismissive and misleading that I feel I have no choice.

I’ve contacted consumer.service@citizensadvice.org.uk with a full summary of the issue and offered to supply all the correspondence. As I understand it, Citizens Advice can refer the case to Trading Standards if they believe a retailer is breaching consumer law.

In the meantime, I’m waiting on a call from a Wickes customer service manager. I’ll be asking them how they believe it’s lawful to:

a) Claim that their terms and conditions override  statutory rights under the Consumer Rights Act 2015, despite the law clearly stating that no retailer can do this. It’s either wilfully misleading or alarmingly uninformed.

b) Reject a claim based solely on photos, jumping to conclusions without any proper inspection or opportunity for me to respond to the alleged “evidence.” They blamed moisture or poor installation, despite me following all fitting and care instructions exactly. They ignored my request for an in-person inspection completely.

I also have to say that their customer service team has been consistently rude, defensive and dismissive throughout. If they’re regularly treating customers like this - talking over them, quoting incorrect legal information, and refusing to engage meaningfully - then they deserve every difficult complaint they receive.

Happy to keep this thread updated in case it helps others facing something similar.

Worth noting where the goods do not conform (i.e are "faulty") and the consumer rejects the goods within 6 months of delivery burden of proof falls upon the trader. 

I appreciate the frustration but you are better off sticking to the objective facts of the matter, your position is a simple one.

The goods do not conform > you are entitled to a repair or replacement* > you are entitled to reject the goods**

*A repair is unlikely, you can't insist upon a replacement if it is impossible, e.g that flooring has been discontinued

**You may exercise the right to reject 

after one repair or one replacement, the goods do not conform to the contract;

because of section 23(3) [it's impossible] the consumer can require neither repair nor replacement of the goods; or

the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

It is for you to insist upon a replacement and, should you believe the threshold for reasonable time and without significant inconvenience has passed, to make a statement that you are rejecting the goods and either make them available for collection (if the trader has offered to collect rejected goods, check Wickes T&C page on the website) or in the absence of such an offer for you to return them.

Should you wish to seek any damages, such as removal and refitting, it would be wise to have an independent inspection to clarify that the issue is due to a "fault" with the flooring as, whilst the Consumer Rights Act (CRA) places burden of proof upon the trader within 6 months, seeking damages is outside of the CRA and without that the burden of proof falls upon the party making the claim. 

If you are having trouble with customer services try the CEO email website contact but forget highlighting their poor service, etc and sticks to the facts as per your rights  

cmthephoenix

Should you wish to seek any damages, such as removal and refitting, it would be wise to have an independent inspection to clarify that the issue is due to a "fault" with the flooring as, whilst the Consumer Rights Act (CRA) places burden of proof upon the trader within 6 months, seeking damages is outside of the CRA and without that the burden of proof falls upon the party making the claim. 

"I followed up recently and received a report confirming there is an issue with the flooring. As a result, Wickes has agreed to replace all of the packs, which I do appreciate."

They've got a report and since it was commissioned by the vendor confirming it is faulty, I would say is as good if not better than one commissioned by the OP.

I would give Wickes 2 options. 1 to replace the floor at their expense with like for like and offer a guarantee that it won't suffer from the same fault as the original for a year (the original showed it was faulty substantially quicker than that) and if it does then to replace with different flooring as per option 2.
2 to replace the floor at their expense with flooring chosen by the OP that is approximately in the same price range as the original flooring.

the_lunatic_is_in_my_head

cmthephoenix said:

They've got a report and since it was commissioned by the vendor confirming it is faulty, I would say is as good if not better than one commissioned by the OP.

Two posters on the thread with a similar issue, 2nd poster mentioned sending photos rather than having had the floor inspected  

cmthephoenix

Two posters on the thread with a similar issue, 2nd poster mentioned sending photos rather than having had the floor inspected  

Sorry, my fault. I didn't pick up on that as I don't have much of a memory! The problem with hijacked threads (I know I should go back and read the whole thing before commenting)

lethalmilk08

the_lunatic_is_in_my_head said:

lethalmilk08 said:

Thanks.

To be honest, I didn’t expect to pursue this so far, but Wickes’ customer service has been so dismissive and misleading that I feel I have no choice.

I’ve contacted consumer.service@citizensadvice.org.uk with a full summary of the issue and offered to supply all the correspondence. As I understand it, Citizens Advice can refer the case to Trading Standards if they believe a retailer is breaching consumer law.

In the meantime, I’m waiting on a call from a Wickes customer service manager. I’ll be asking them how they believe it’s lawful to:

a) Claim that their terms and conditions override  statutory rights under the Consumer Rights Act 2015, despite the law clearly stating that no retailer can do this. It’s either wilfully misleading or alarmingly uninformed.

b) Reject a claim based solely on photos, jumping to conclusions without any proper inspection or opportunity for me to respond to the alleged “evidence.” They blamed moisture or poor installation, despite me following all fitting and care instructions exactly. They ignored my request for an in-person inspection completely.

I also have to say that their customer service team has been consistently rude, defensive and dismissive throughout. If they’re regularly treating customers like this - talking over them, quoting incorrect legal information, and refusing to engage meaningfully - then they deserve every difficult complaint they receive.

Happy to keep this thread updated in case it helps others facing something similar.

Worth noting where the goods do not conform (i.e are "faulty") and the consumer rejects the goods within 6 months of delivery burden of proof falls upon the trader. 

I appreciate the frustration but you are better off sticking to the objective facts of the matter, your position is a simple one.

The goods do not conform > you are entitled to a repair or replacement* > you are entitled to reject the goods**

*A repair is unlikely, you can't insist upon a replacement if it is impossible, e.g that flooring has been discontinued

**You may exercise the right to reject 

after one repair or one replacement, the goods do not conform to the contract;

because of section 23(3) [it's impossible] the consumer can require neither repair nor replacement of the goods; or

the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

It is for you to insist upon a replacement and, should you believe the threshold for reasonable time and without significant inconvenience has passed, to make a statement that you are rejecting the goods and either make them available for collection (if the trader has offered to collect rejected goods, check Wickes T&C page on the website) or in the absence of such an offer for you to return them.

Should you wish to seek any damages, such as removal and refitting, it would be wise to have an independent inspection to clarify that the issue is due to a "fault" with the flooring as, whilst the Consumer Rights Act (CRA) places burden of proof upon the trader within 6 months, seeking damages is outside of the CRA and without that the burden of proof falls upon the party making the claim. 

If you are having trouble with customer services try the CEO email website contact but forget highlighting their poor service, etc and sticks to the facts as per your rights  

Thank you for the advice. I really appreciate it. I’ll make sure to stick to the objective facts - that the flooring failed within 6 months of purchase, and that the photos alone to do not provide sufficient evidence to disprove manufacturing defect as the root cause (or to prove incorrect installation / care). I’ll push for a site inspection or refund (although I accept that I may be forced to accept a replacement). Thanks again.

lethalmilk08

cmthephoenix said:

Two posters on the thread with a similar issue, 2nd poster mentioned sending photos rather than having had the floor inspected  

Sorry, my fault. I didn't pick up on that as I don't have much of a memory! The problem with hijacked threads (I know I should go back and read the whole thing before commenting)

cmthephoenix said:

Two posters on the thread with a similar issue, 2nd poster mentioned sending photos rather than having had the floor inspected  

Sorry, my fault. I didn't pick up on that as I don't have much of a memory! The problem with hijacked threads (I know I should go back and read the whole thing before commenting)

cmthephoenix said:

Two posters on the thread with a similar issue, 2nd poster mentioned sending photos rather than having had the floor inspected  

Sorry, my fault. I didn't pick up on that as I don't have much of a memory! The problem with hijacked threads (I know I should go back and read the whole thing before commenting)

Thanks for your suggestions and sorry for causing confusion!

lethalmilk08

An update for anyone who might find this relevant in future - I decided to email the CEO (whose email address I found using Google) and subsequently received a phone call from a manager in customer services. She was helpful and apologetic, and agreed to send an independent flooring inspector to assess the flooring and determine the root cause. Obviously they may not find in my favour, but I’m relieved that the issue is now being investigated properly.

lethalmilk08

lethalmilk08 said:

An update for anyone who might find this relevant in future - I decided to email the CEO (whose email address I found using Google) and subsequently received a phone call from a manager in customer services. She was helpful and apologetic, and agreed to send an independent flooring inspector to assess the flooring and determine the root cause. Obviously they may not find in my favour, but I’m relieved that the issue is now being investigated properly.

Another update for anyone reading this in future: Wickes backpedalled on their offer to send an independent inspector. First, it was downgraded to a “thorough inspection by the manufacturer,” then further reduced to a “photo inspection by the manufacturer”- despite them already claiming they’d reviewed the photos. They also asked me to post a damaged board to them at my own expense.

I’ve given up pursuing it further. I’m working full time and renovating my house, and I simply don’t have the time or energy to keep chasing a company that clearly doesn’t care.

My advice: avoid Wickes laminate flooring unless you’re happy with a 3-month lifespan, zero splash resistance (despite their “48-hour protection” marketing and even when following their care guide), and no customer aftercare.