Furious Wilko customers left chasing missing orders – your rights explained

FURIOUS Wilko customers have been left chasing missing orders after the chain shut its helplines after calling in administrators.
Shoppers have been struggling to get hold of Wilko’s customer service team and some have waited for days for a reply to their queries.


Wilko customers have been left chasing missing orders after the chain collapsedCredit: AFP

The complaints have poured in on social media, with customers asking why they’re still waiting for their orders.
Some say they can’t get hold of Wilko to ask about when their goods will be delivered.
Writing on Facebook, one shopper said: “It’d be great if my order would actually arrive and if I could get a response from the customer service team.”
While another on X, formerly known as Twitter, said: “@LoveWilko Mine and my partner’s furniture has gone missing! No one is answering us and it was meant to have arrived six days ago.”

And a third wrote: “I had a delivery dispatched and was due to arrive on 3rd august. It’s not arrived and I’m now £150 worse off.
“I know it’s very tough for you all at the moment. But would like to know what’s happened with my order. Thanks”
The Sun has contacted Wilko and administrators PricewaterhouseCoopers (PWC) for comment.
Wilko has now stopped processing click-and-collect orders meaning shoppers can no longer order online and pick up the delivery in their nearest store.

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It had already suspended its home delivery service before administrators were appointed.
Wilko has been in a race to find a new owner after filing a notice of intent to appoint administrators last week.
Currently, all 400 shops are continuing to trade as usual but fears have been growing over the future of the chain, as well as 12,000 jobs.
It comes as The Sun revealed that a sale could come as early as the end of next week.

It is not yet known if a buyer could save stores and the brand, or could just purchase the brick and mortar sites to use as their own.
Or, a deal could include no stores at all, instead buying up the stock or brand name.
Meanwhile, fellow discounters Home Bargains and Dunelm are among the retailers offering devastated Wilko staff a new role if stores do have to close.
Across social media shoppers have been sharing their emotional tributes to the discounter, with many comparing it to the loss of Woolworths.

Chief Executive Officer, Mark Jackson, said yesterday that the company had “left no stone unturned” in a bid to save the chain.
In an emotional open letter to all staff and heartbroken shoppers, Mr Jackson thanked them for their support.
What if I’ve ordered from Wilko and my item hasn’t arrived?
According to Citizen Advice, if you bought an item from a shop before it closed down, you do not have an automatic right to a refund.
But if you ordered an item and it never arrived there are a number of ways to claw your money back.

Customers should firstly try and get in touch with the company or its appointed administrators and ask for the item purchased or a full …