Written on: 19/05/2012
The initial experience at the showroom was positive and to be fair after two or three visits we eventually finalised our kitchen layout. After agreement and seemingly a stab in the dark price summarisation by Kutchenhaus, we were somewhat dismayed that payment was only available by finance deals with a third party or payment in total upfront. We elected to pay the upfront route – never again, but that will become evident a little later.
The layout was confirmed by several drawings and summarised magical part number listings and all seemed ok. The delivery was quoted as 6 to 8 weeks. We in fact ordered on 18th June 2011 and delivery was actually affected on 26th September 2011, some 14 weeks. The contract was supply and fit but preparation works by myself. The preparations were completed by the original implied date and consequently we had only a complete bare kitchen for the remainder of the period. This would have been acceptable if the installation had taken the three/four days as originally quoted by the design consultant.
This is where the main problems started. The fitting was a nightmare. We only saw the appointed surveyor twice, once when he came to measure up prior to placing the order and the second time towards the end of the fitting. The fitters who attended were absolutely disgraceful and we were appalled at their antics, their arrogance and their levels of skills. We have a fully documented dossier of events amounting to seven pages if anybody is interested. The three/four day installation actually took 22 weeks; it was finally finished late February 2012. We have only just got over the experience sufficient to vent our feelings.
There were the same old stories of shortages, incorrect bits, botched work that had to be rectified. Every replacement took at least 6 weeks. We were constantly telephoning and emailing Kutchenhaus installations, the eventual number of occasions for having to contact them was just incredible, and unfortunately when things go wrong there is nobody to contact, there is no access to Managers or Directors.
We could go on forever. If anybody is in the process of purchasing from Kutchenhaus, do yourselves a big favour; do not get them to fit it. The equipment is expensive, but good quality and we are pleased with the product. This was supposed to be a great experience, but their fitters and after sales services totally let the company down..........................Aaargh