We had 3 quotes, and they were over £3k dearer, but part of the sales pitch is that you are paying for their reputation and the level of service they provide.

As others have said, Magnet Kitchens require payment in full up front - the only firm to do this which rubs salt in the wound when they then fail on so many levels.

We had been told it would take a week for installation and then another week for them to custom make the work surface, and then install that. So we were prepared for 2 weeks without a kitchen.

When the work surface arrived (18 days, not the 14 days we expected), they had ordered the wrong surface. It took another 10 days to get the correct surface in, so we had no washing machine, cooking facilities or downstairs water for 28 days - dirty clothes, microwave cooking and washing up in the bath - very unpleasant.

We wrote to complain - there had been other problems, but this delay regarding the wrong surface meant we had wasted a days holiday, had to spend our spare time at the In Laws to get clothes washed and so on. I was also disappointed that the Huddersfield Store manager had not bothered to contact us to apologise regarding the work surface. I had to chase to get our order in writing. I chased for confirmation of other matters I'd raised and asking for them to confirm I'd received Nectar points - small things that they never had the courtesy to reply to.

I received my Customer Care call asking how I was enjoying my new kitchen whilst we were waiting for the replacement work surface, and hence it wasn't finished. My first complaint letter to Head Office was sent on February 5th, and barring a holding letter, I had to send a further 3 letters, make a phone call and faxed them before anyone even acknowledged the complaint. I am still awaiting their response to the issues I have raised in that first letter, and the compensation I am seeking.

Since then we had further problems. The work surface we ordered and paid (a lot) for, was replaced with another, which we were told was of the same quality. I have found out that the replacement surface is of a lower quality in terms of percentage of quartz content. It took Magnet 6 weeks to reply to that query, where they have told me both surfaces have the same percentage - I am now contacting Trading Standards with that one.

There were a couple of 'bits' that did not fit when it came to installation - despite two home visits. We had to chase for a refund of items that could be installed. After the work surface was in, the final job was putting on the 'pelmet' around the top of the units. It turns out, this does not fit. The options - raise the ceiling or remove all the cupboards and put them back in lower! So we have been forced to accept a wood pelmet that does not match, painted the same colour as the ceiling - hardly the quality finish we were wanting and have paid for. This has not yet been completed (almost 3 months after they started).

They also failed to supply us with the certificate of electrical works that is now a legal requirement. We did not realise until we got an electrician in to sort the lighting in the kitchen, who will not do any work until we evidence this. I asked the Store manager about this - he confirmed we should have had this and would attend to it straight away - a month later, we haven't got it. Another member of staff twice promised to drop bits off on his way home from work (nice gesture), but then never turned up (most annoying). The electrics in the kitchen failed on 2 of the 3 times we used one of the ovens - we asked for Magnet to organize an electrician to inspect the problem - that was over a month ago, and that point has never been acknowledged. A cupboard has collapsed - I am sure we could claim on our 15 year guarantee, but of course you only get that once your kitchen is complete and you've had your aftercare home visit, so we haven't got that yet!

I had three estimates, Magnet being the most expensive despite their "50% off sale!" But I chose them over John Lewis simply because they said the kitchen would be installed within 5-7 days and that I would never be left without water for more than a few hours per day. I am 7 months pregnant and have a small son. One month into the job and the kitchen is half finished. Half the cupboard doors are waiting to be put on, the refrigerator is sitting in the middle of my sitting room waiting to be installed, and all of my kitchen wares and food are scattered all over the flat. I cleared out of the flat for one full week in order for them to get the dusty work finished. I came home on a Sunday evening to find that they had disconnected my boiler and water leaving me without heat or running water. All the kitchen windows were open and it was 5 degrees outside (and inside). The boiler was not fixed until the following Tuesday and we were forced to stay with friends in the interim. I was promised that I would have at least functioning appliances so that I could cook proper meals. Instead, I was left without any cooking facilities whatsoever for 10 days! Imagine trying to feed a toddler take-aways for that period of time, as well as watching my own pre-natal nutrition.

The fitters show up whenever they please. On several days, they showed up at 8:15 and had left by 11:00. I wish I had those working hours. Last week, they showed up on two days only. I called the showroom to complain but Magnet then claims no responsibility because I contracted the fitters to do some extra work at the time of installation. How on earth can you install a kitchen and not be expected to do some cosmetic work such as a new floor, plastering or painting? Magnet use this as an excuse to resolve them of any responsibility for keeping to the promised time table.

To top things off, I tripped on the filthy ground cloths they carelessy threw over my carpeted stairs ( my carpet has big , black stains regardless) causing me to fall several steps. I have a live electrical socket hanging loose (8 inches) from the wall on the floor. This is within easy reach of any child. And last evening, I pulled a nail out of my son's foot.

Now about the quality of work they have done - the cupboards are great - if you are at least 6 feet tall. I am 5'8" and I can reach only the bottom shelves of my cupboards. They installed them from the ceiling down rather than at eye level, so I will need a step ladder just to set the table for dinner. My once level floor now slopes 2.5 cm from one side of the room to the other. I asked for maximum storage space and instead I got overhead cupboards that can hold a few trinkets. If you have serving platters, fondue sets, or anything that requires larger storage space, you had better clear out under your bed. Those things are not going to fit into a Magnet cupboard. Unfortunately, you can't see on their vague drawings how small the cupboards are or how high they intend to install them. They show you lovely 3D pictures in the showroom that in no way resemble the final product. I supposed I should have figured out what kind of place this was when they never even bothered to visit my home to make their own measurements. They also seem to have poached the design that John Lewis had made and which I stupidly let them see.

Magnet has been paid. They don't care. I, for one, am fed up with the building industry in this country. I am going to report them and their fitters to any and all authorities. I am in the process to getting legal advice. And I will be at the Magnet showroom on Saturday morning where I will tell any and all who will listen what they are willing to put a pregnant woman and toddler through. If they have let us live in squalor for nearly 1 month, imagine how much they care about homes where there are no children present. They don't care about putting my unborn child in danger. Why should they care about you? Think twice before you use this company.

Magnet's offer seems glossy on the outside, and the initial experience in store is good. However, once on site, the installation team - who are not employed by Magnet but sub-contracted by them - were not up to the total job. If the installation had have been very simple, then it might have been a different matter. But any complication became a big issue, which resulted in poor workmanship and a 7 week time span to get the job done. And to make matters worse, Magnet already have your money (you have to pay 100% up front), so there's little you can do to influence them and get some decent service.

Avoid the Fulham Branch!

Where do I start? My complaint letter to Magnet Kitchens currently stands at 3.5 pages, and the kitchen isn't even fitted. Poor communication is Magnets biggest problem. Had we known that the kitchen we were told would be fitted in a week would take close to three months, I don't think we ever would have proceeded with them. But on top of that, the time we have had to take off from work to supervise the fitter, the way we have had to follow up everything as they don't return calls, and the attitude when you call them has been appalling. I strongly recommend if you go ahead with Magnet getting everything they say in writing, as what is in the contract and what they tell you are two different things.

We were initially extremely pleased with the service we received from Magnet. They were extremely pleasant to us right up to the time that they got our cheque, and then things changed literally overnight. The design that they produced basically didn't fit, and they tried to charge us hundreds of pounds to re-plumb. After 13 months we are still awaiting replacement of a faulty tap and basin. They are very poor.

I wasn't one bit satisfied with the service given by Magnet kitchens. Although the design stage went well, once they took our money, we recieved a horrible service.
I would've liked to have known that there was only one fitter to serve the whole of the Republic of Ireland.
I think the overall product offered by Magnet kitchens was good but once installed was not of merchantable quality and two years on we are still looking for the dozens of mistakes Magnet have made to be repaired.
We have paid for emergency plumbing due to a pipe that wasn't tightened properly by the fitters.
Magnet have told us that we will have to pay for some repairs which is ludacris.

If you want 100% satisfaction, a 'master' fitter, a no-hassle installation and a quality service then don't go to Magnet kitchens.

Magnet - don't use them if you want any way half decent customer service. They will promise you the sun, moon & stars but as soon as they get your money they become stroppy, unwilling to help, disinterested.

2 months after the Magnet kitchen was to have been installed there are gaping holes, counters that do not fit, faucets in the wrong place. The counters weren't polished and so stain immediately. Magnet people say we should sue and do nothing. Counter installers say counters were not installed properly. Work was done when we were away and kitchen appliances, cutlery have gone missing. No response from Magnet even when shown list. Magnet feel we should sort out subcontractors.
We have paid emergency plumbing repairs. Money was paid upfront and there has been nothing for it. It is a travesty