After a pleasant experience to the showroom back in October, I opted for the free installation in Jan and selected our stone. I agreed the plan and signed the T&C’s ready to go after the new year.Monday 19th of January was our installation day and with guidance from Rob, we had a metal bar made to support the stone prior to fitting. Unfortunately the bar wasn’t adequate and we had failed to give our 72 hours notice. I called the office straight away gutted and apologised and Amy requested an installation payment of £480+vat, even though I was getting free installation and my kitchen hadn’t been installed yet, I questioned this and she said she would call me back. After a few stressful back and forth phone calls, I was told actually the charge was £425+vat without any explanation. After looking at their T&C’s on their website, section 5.16 states the charge is £280+vat, which I was happy to pay at the time as I was liable.However, Amy didn’t recognise the charge on their website T&C’s and still requested £425+vat over the phone, followed by anemail with a deadline otherwise the kitchen will be aborted. Confused and stressed, I checked the T&C’s I signed back in October and there is no section 5.16! Meaning they have different versions of their T&C’s and the charges are all different. Without further challenge, my kitchen was rescheduled for Jan 28th. Martin the manager even called me requesting the mystery £425+vat charge which I again disputed, and he was going to go away and check their documentation over the weekend and get back to me. Never did. 28th Jan at 13:30 the fitters arrived to fit the worktops and splash backs (which I felt was late considering the amount of work that was to be done). At 17:45 they decide to stop after completing the worktops only. They mentioned a leak (small drip) in the corner of the kitchen which they told me as they were leaving and I was told to call the office in the morning to arrange completion and was left with a half finished kitchen.Their excuse was if the leak wasn’t there then they would have continued working into the evening, which I was shocked as they still had a couple of hours to go in my opinion. Next day, no one calls so I call the office. Spoke to Martin the manager who still requests £425+vat for an unfinished job because of the leak. I challenge him to where this fee comes from and still an unanswered question. He stated that if the leak wasn’t there they would have started the splash backs and completed the job through the evening. I disagreed with this as the small drip was mentioned late in the day (just needed tightening, nothing major) and the splash backs would surely have been another couple of hours and I wasn’t willing to have fitters working through the evening in a busy family home with a small child to feed and settle. Unfazed, Martin calls to tell me he was sending me a document to sign (apparently all clients should get one before starting work- I didn’t!) now or the kitchen cannot continue. I stressed that I was at work and about to go into a meeting. I gave him my work email and said I would look at it. After my hours meeting Martin stated that as I’d had a bad experience with the company he will ‘forget’ the document and continue with our kitchen.He said as a good will gesture, the kitchen fitters will come back on the Friday (30th) as they don’t tend to fit on Fridays, this left me feeling patronised however I said thank you as I was desperate to have my kitchen back, as it’s nearly been a month. However we did receive an email stating that if the work wasn’t completed on this date, we would then be liable to pay out from Amy (and surprise surprise she quotes this mystery £425+vat charge), which was insensitive and unnecessary as Martin and I had just spoken. On the 30th, the same kitchen fitters arrived at 7:50 to carry on their work and finished at 13:30. And the office still say that it should have been completed in one afternoon. We cannot fault the standard and finish and are happy with the final product. However, this WAS a whole days work! Would they have stayed until midnight to finish the job then? And then made me pay an unfinished fee?Cannot fault the kitchen fitters but the office staff let this company down! Mystery charge, different versions of T&C’s, staff don’t speak to each other surely and cause stress and confusion.
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