Tesco Kitchens

Lisa_A

I purchased a kitchen with tesco this summer for my new property. It was completely gutted so I needed a kitchen quickly so we could move in the summer hols. I originally went to B&Q but their min delivery time was over 6 weeks. Tesco said they could offer me an ‘express’ service meaning I could have the kitchen unit delivered and installed within 6 weeks. I was thrilled so signed up.
The first problem was when I was assigned a Project Manager. She called and I explained that I had been promised an ‘express’ service. I asked for the details of the installer so we could arrange the pre fit survey. She said she didn’t have an installer allocated so would chase her ‘allocations team’. I left it a few days, after hearing nothing I called again to chase for the number. I explained I would need to sort out time off work and arrange to go the property as I didn’t live there yet so the sooner I could arrange the survey the better. She said she’d call me back by the end of the day to let me know the situation.
Again nothing. I called the next Tuesday and she said she didn’t call back cos she had nothing to tell me. I couldn’t believe someone who had supposedly been trained in customer relations could say something like that. Why not call me back and say unfortunately she was unable to give me the number?
Second alarm bells came after I finally got the number, had the survey and wanted to pay the deposit so they could get on and order the units. I had to call my PM about 6 times, leaving voice messages saying things like, “sorry to bother you again – I would just like to pay the deposit”. I’ve never had to chase a company to pay a deposit before!
Fitter came round on arranged date, the units were delivered on arranged date but alas, wrong units had been delievered. Another 2 days waiting for the next delivery. My fitter did as much as he could without the right parts, eventually taking 2 days off cos it wasn’t worth him coming until they were delivered.
Apparently, after the pre-fit survey someone in the Tesco Quality Control team changed the spec of the breakfast bar worktop WITHOUT TELLING ANYONE. Not the fitter, Project Manager or me – the customer who had agreed the design.
More differing from the PM. I had to escalate to an Manager – who are apparently never able to take a call because they are always “in a meeting”. After receiving sincere apologies from a manager, I felt assured that I would have no further problems. The manager aranged for the fitter to drive a 60 mile round trip to collect the required parts from their depo. Only when he arrived, they had sent the wrong worktop AGAIN. We all had another day wasted.
This time the PM didn’t even bother call me to explain or apologise. When I called her to ask for an explanation, she said she thought the fitter would tell me. I had to tell her that I hadn’t paid £4.5K to the fitter, I paid it to Tesco Kitchens.
Finally got the right parts and the kitchen fitted (the fitter was excellent by the way – very professional, yet I haven’t yet received either the Clubcard points, nor received a guarantee / post fit pack in the post as promised. Its as if I never existed, is that because I reflected my true thoughts in the feedback call?
All in all, the kitcken itself – once it was actually fitted – is lovely; quality units and good standard sink & free dishwasher (I purchased my own appliances as theirs were so expensive). The fitter was great but the customer service left a lot to be desired, surprising from a company such as Tesco. They should think twice before giving the title Project Manager to some one who acted more like a call centre operator.

alexpen

Just had a quote from TESCO Kitchens, They say they only do 18mm carcase, and have a 25 year warrenty. Is it possible to guarantee hinges and closers for this length of time. My brother had an Ikea kitchen with 25 guarantee, all of his mechanisms are broken after 5 years, and IKEA will not replace as he can not find the receipt. Has anyone got any further information. I am told the BnQ only have a 12 month guarantee on thier hinges.Any thought out there?

southcoastrgi

why does tesco's kitchens, tesco's bag for life & triggers broom come to mind

keystone

Because you use the third to sweep up the BS liberally scattered around as a result of the selling process associated with the first and deposit it in the second?

An interesting philosphical point. I prefer Theseus' Paradox myself.

Cheers

genieb87

Hi,
My Mum is dealing with Tesco Kitchens and has had an absolute nightmare with them. They started fitting her kitchen on the 3rd of Dec to be completed 3 days later. She is still waiting for the kitchen to be completed. It has been appalling i.e. water splashing onto live wires/ plug sockets not fitted properly etc. Every time she asks to speak to a manager they say they are not to able to give out the name of a manager but one will call her back- but they never do. I was just wondering if anyone know how to make a formal complaint to Tesco Kitchens? Does anyone have any contact details? We just don't know which way to turn now. My mum has paid the full amount of 7k and it seems like they have forgotten about her since receiving the money back in Nov 2012.
Any help/advice anyone can offer would really be appreciated,
Georgie

Servicechampion

Tesco Kitchens are sold only under licence by a co called Mark Two in Bolton. Tesco just take a cut from them for using their name.

Servicechampion

And the designers and fitters are mostly ex Moben.

StuartBooth

This afternoon I paid my deposit - wished I'd seen this forum first!
This evening, after tea my wife and I started to talk about the new kitchen and suddenly realised that we had not been left any plans, drawings, CAD images - we were talking totally blind! I phoned the Designer, who said, "Oh don't worry I'll make sure you get them, but I have an issue with my broadband at the moment". Why couldn't he have sent them to me via Bluetooth when he was sat 3ft away whilst I used my laptop to pay the deposit -very odd!!!

StuartBooth

Sent him a text earlier telling him I wanted plans tonight or I'd report him and/or cancel. He phoned me back and said he might not be able to do it tonight, because of the issue with his broadband!

Not an 'appy Bunny

jellyjules_2

So far the experience we have had has been good, we are in the early stages though just waiting for some quotes to be finalised. They are thinking of bringing the cost down of the additional items, good job too as the flooring fitting cost is overpriced so they wont be doing that for us if it doesnt come down!

My contact has gone back to check the additional bits so here's hoping it comes down else they can just do the kitchen and i will get a local bod in to do the floor, or let my mother in law attack it as shes scarily good at this kind of stuff!

My contact has been really quick to respond to emails and calls me with updates and the fitter seems really nice so fingers crossed but i will keep you posted. fit is going on at the end of the month.

I wanted a grey kitchen and most didnt have the specific style i wanted so tescos. Local guys wanted an extra 30-40% on top of what tescos have quoted, magnet basically refused to see me unless i dragged a bored husband and an angry toddler into their showroom miles away so safe to say i will never be usign them, the woman on the phone needed a slap of epic proportions!