Kitchen Installation Problem

Debt_Free_Dreamer

I have recently had a new kitchen installed.

The cooker is different to the one listed in the Sales Agreement. As is the Dishwasher.

The difference in price is around £1,000 for the range cooker between the model that was detailed in the agreement and the one now in my kitchen.

I have written to the company and they have stated I am not due any compensation as they have installed a 6 burner range like I requested. The code on the my sales agreement is for internal use only and not an indication of the appliances that will actually be installed. :mad:

Any advise on how to proceed with this?

I agreed to purchase the kitchen after checking prices of appliances and it now seems they just installed other items. How can they do this?

Meepster

Hmm...what are the make and models of a) the appliances you were told you were getting and b) the appliances you actually got?

Which company supplied it to you?

CKdesigner

Hi, Sorry to hear this.

They seem to have changed the products with the full intention to make more money, if they are truly this ruthless then I think you will have a fight on your hands.

If I were you I would confirm the items you were expecting are still current models and available with the manufacturers themselves that way the kitchen company can't say they changed the models because the originals are now deleted. Then I would put it in writing that you want them changed to the ordered ones. Have you paid all the money for the whole job? If they still refuse then go to trading standards, as long as you have it in writing the models you ordered then you should be OK albeit with a fight.

I also think you should name and shame them on here to worn others and also to see if the same thing has happened to others to.

Good luck.

macman

If the originals are now o/s, I think you are entitled to items 'equal or better'. Price is not the only factor: in terms of specs, are the ones they have supplied clearly inferior? If so you should reject them and refuse to pay any balance owing.

Debt_Free_Dreamer

Than you for your responses.

This is the cooker in my kitchen. Britannia L Line

http://www.britannialiving.co.uk/range-cookers/l-line/100t.php

This is the one on my sales agreement, which is also a Britannia L Line

http://www.britannialiving.co.uk/range-cookers/l-line/110.php

The one on my sales agreement is now discontinued, but that is not the reason for the change. The kitchen designer did not know what code to use when preparing the quote and sales agreement and just used one he knew. I researched the one he put on the agreement in the understanding that would be the one I would get.

He also said I had not paid for the one on my sales agreement and could not have it. It was more expensive.

I wrote to head office and the Company state that they put a six burner, L line in my kitchen and have therefore met the requirements of the fit and I am not due any compensation.

They also changed the dishwasher from one Neff to another. It was changed initially from the sales agreement and then changed again when the original one they installed had a dent in it and the trays would not slide in and out very well. I have no idea what model I have!

This seems totally wrong to me.

This is a high spec kitchen company and a £19k fit, so I would expect a lot better customer care to be demonstrated.

Debt_Free_Dreamer

Even though the cooker is still available from other retailers. It will not fit in the space. It is actually larger than the one they put in.

Quite simply the plans detailed a 1000 cooker and the one on the agreement 1100 wide. So there was never any way the one they put in was going to come out and a new one go in. I did not spot this till after the error and the wrong cooker was already in the kitchen.

Britannia would not take it back either as it had already been installed.

Debt_Free_Dreamer

macman wrote: »

If the originals are now o/s, I think you are entitled to items 'equal or better'. Price is not the only factor: in terms of specs, are the ones they have supplied clearly inferior? If so you should reject them and refuse to pay any balance owing.

Price is not the only factor for me. The one I thought I was getting has a chef top and as a cook this was a very important factor.

All choices were in fact removed. I was given a quote, checked what it included. Looked at reviews for the appliances and checked prices and liked what it entailed and then got something different.

CKdesigner

Hi, I understand that models get discontinued - it happens. But 'best practice' dictates, as I do, that if the originally chosen item is discontinued prior to the kitchen install then you ask the customer to re-select and if the price goes up or down then that is their new choice. There has been an occasion or 2 where I have not told the customer for what ever reason and I have supplied the next model up and footed the extra cost myself. If I ever had to down grade a product then the customer would always get a refund for the cost difference.

Its all about being honest!

AdrianW2

I am slightly confused by what has actually happened. Did you ask for a quote and they responded with a list of parts which you accepted? In legal terms did they offer to treat and you accept. Or did you ask for a six-burner hob and they agree to supply one?

Did you ask for a chef-top? Did you ask for anything specific about the dishwasher?

What does it actually say on your order? Presumably that's what you contracted to purchase.

If you haven't paid, don't. If you paid by credit card, get a dispute registered.

CKdesigner

AdrianW2 wrote: »

I am slightly confused by what has actually happened. Did you ask for a quote and they responded with a list of parts which you accepted? In legal terms did they offer to treat and you accept. Or did you ask for a six-burner hob and they agree to supply one?

Did you ask for a chef-top? Did you ask for anything specific about the dishwasher?

What does it actually say on your order? Presumably that's what you contracted to purchase.

If you haven't paid, don't. If you paid by credit card, get a dispute registered.

Hi, The model number of the cooker specified on the sales agreement is different to the model that has been supplied as is the dishwasher. The cooker and dishwasher that have been supplied have alot lower retail prices than the models specified on the sales agreement, therefore, the kitchen company should refund the difference.