DREADFUL CUSTOMER SERVICE, DREADFUL DESIGN SERVICE

It’s interesting to read the reviews from other dissatisfied Kutchenhaus customers in that many of the complaints are similar to the ones experienced (and still being experienced) by myself and my husband. Also interesting to read they relate to the York store where our nightmare journey began.
Our complaints are numerous, including the delivery date being 6 weeks longer than the 10-12 weeks we were initially told. The design itself had to be pulled apart by head office and when the kitchen eventually arrived the work top was too short and we waited a further 5 weeks for this to be reordered and reinstalled. The end and back panels for out breakfast bar were also incorrectly sized.
As a customer services manager myself I would have expected some communication from the customer service team at Kutchenhaus by way of an apology, however [name removed](who we were advised would deal with customer service issues) was extremely difficult to get hold of and did not make much effort to return calls.
To date we have complained via the telephone to head office and written two letters. The first letter was composed and sent shortly after our disappointment at the first attempt at installation. The response from Kutchenhaus we found to be unhelpful and even condescending. They advised us they were sorry to hear of our disappointment and would endeavour to learn from the mistakes made. The second letter we sent following the second unsuccessful attempt to complete the installation expressed our disappointment that they had most certainly not learnt from their mistakes.
We have been referred to the furniture ombudsman by [name removed] to lodge a formal complaint – after checking the ombudsman website this we cannot do this until the installation is fully complete (roll on 2013). By referring us to the ombudsman we believe displays a lack of interest and a lack of ownership in this matter.
The above complaints are just a brief overview of the lack of service and poor design service we have experienced but quite frankly I am sick of repeating this story, so much has it dominated our lives since April 2012 when we first visited the York store. (We initially visited the Trafford Centre store 6 months prior to this, gave our requirements and waited for a promised phone call to book in a home visit. We waited and waited and waited . . . . . . )
Needless to say we would not recommend this company and would strongly advise against having any dealings with them.