Doesn't meet customer expectations
The solid wooden kitchen with a large sink and range oven surrounded by a mantle in the showroom is the kitchen of our dreams. It is available in a range of colours and door styles we were told. Well, we do not have that kitchen. We have a thin, hollow mass produced version of this with the tiniest sink I’ve ever seen (and we are a family of seven) I miss my old sink! The doors feel cheap, you can tell by the weight and the amount of holes within the cupboards/carcasses. Some attempt was made to cover the pre-drilled holes, but in most cases they have been left. It looks very flat-packed (and that’s because it IS flat packed) which again I did not expect. Ply needed to be inserted between appliances & doors in order for them to fit. We’ve already had issues with not being able to open the dishwasher.
We were shocked at the cost of the kitchen, and with ‘extras’ and ‘upgrades’ what we were quoted initially, was not the price we paid. We disputed extras which I won’t go into (I don’t have enough characters) so let’s just say overall communication and expectations weren’t clear. We were told by the owner “I can’t manage customer expectations” and “Everyone goes over budget” The original quote differed massively to what we paid. We were told the worktop we wanted was extra. The floor we chose was extra. The preparation needed was extra (We are talking thousands extra here, not just a few pounds.) The cut out in the worktop we saw and loved in showroom and thought we were getting also turned out to be an extra too. He hadn’t quoted for that, so the last minute phone call requesting extra money for the sink drainage cutout was all done while the worktop was being cut, and the kitchen near complete. So we had little time to think and said no, as we were worried and losing control of our costs. Obviously we regret that now as the 'standard' isn't what we wanted or expected. I think it shocked me as he said he always went for the top spec, and then we could slim down to suit the budget. It seems odd as I’ve got less kitchen that I initially wanted, for more money.
There were a few mistakes. Sockets in the wrong place, the radiator needed moving, and I have an additional hole in my external wall and there was a dent in the floor. They wouldn't fit the oven, the waste disposal was the wrong size and I was constantly chasing on the phone or email. Many questions went un-answered on email, which meant I grew more and more frustrated.
The oven was my biggest issue he unpacked the oven he said it was a 'monster job' (his words) and as a one man band couldn't and wouldn't fit it. So after tears and ringing around everywhere we were able to get another electrician in so we could cook. I wouldn't have minded if Holme Designs supported me in terms of seeking an electrician... but they just left the oven in the box. A HUGE thank you to Macintosh and Parker in Northallerton for stepping in.
I know mistakes happen, and many things are fixable but on some occasions, he had to come a look. He didn’t believe my claims, or photographic evidence and on one occasion called me a liar over a plug socket ☹ It’s been an emotional roller coaster with anger and tears, which I have never ever had before.
The visuals weren't to scale, and didn’t include things like sockets etc. I should have pushed for a better design, then maybe I’d have picked up some of the errors at this point and it may have avoided a lot of sleepless nights.
The kitchen started officially on the 14th Oct, and was complete (without the exception of the outstanding snagging) on the 10th Dec.
I’ve never known anything like it. I wish I’d have gone elsewhere. More money doesn't mean better quality. Quality doesn't come as standard; it comes as an extra.
Note: I do not have an electrical certificate for the work that has been carried out, despite it being in the quote. I’m still chasing that and I’m also still waiting for a replacement dishwasher door.
10 December 2024
Unprompted review
