Wilkinsons (Chesterfield)

In general, we have had excellent after sales service from Wilkinsons stores.  We bought a 5-piece dining set for £49.99. It was reasonably priced, and just what we wanted.  The table was small enough to fit in the breakfast kitchen, the top matched our units and it had a pedestal arrangement.  Out current dining table has 4 legs on the outer edge of the table and there is a tendency to knock into that and rock the table.

We bought the table in April 2007  It was a re-packaged set - 2 of the 4 seats were marked and some aluminium frame parts were scratched.  It looked like someone had tried to assemble the set and had then decided to return it.  One scratched chair cross bar seemed warped. 

We liked the design and wanted to keep the set but wanted the parts exchanged.  The local store was very reasonable and notified us when a spare set became available so that the parts could be exchanged.

When we came to assemble the table, we found that the table support was badly scratched.  We rang the store and were told that we could have this part replaced as well.  When I went to the store, I found that the replacement leg too was scratched.  It looks like the metallic paintwork sprayed on several supporting parts are easily scratched.  Given that there was no acceptable replacement, I was offered a discount or a full refund.  If I accepted the discount and could not assemble the set because parts were warped and did not fit, I would not be able to return the goods, even though they were not fit for the purpose.  So, I decided that the set was not fit for its purpose if it was so easily scratched.  I got a refund and lodged a complaint for referral back to HQ.

Wilkinsons provide good information and alternative methods of contact at:
http://corporate.wilkinsonplus.com/help_advice_contact.asp?CatID=5&Section=6

I rang their Customer Services in Jun 2007 when I had not heard from them as requested.  I had a prompt call back the next day from Amanda who insisted that it must have been a one-off occurrence.  I remain unsure.  It looks like if the customer notices the faults and complains, they offer the goods at discount and offer a refund.   Many shoppers are quite happy with this arrangement.  But, if you are one of those who has difficulty in re-packaging and taking large and heavy goods back to the store, this is quite unacceptable and should be compensated.  Amanda said that the store was looking into delivering/collecting direct to and from homes.  We liked the dining set and are disappointed with this experience.

Despite this warning, we do buy a lot of things from Wilkinsons whose staff are extremely helpful.  We think their Customer Services is excellent.

Mahes Visvalingam, 21 Jun 07
Last updated on 21/08/07