Kitchen order cancelled. Advice, please.

all_greek_to_me

After months of to-ing and fro-ing over the design, we finally paid a deposit for a new kitchen from Intoto in December. One of the reasons we chose the company was because they were able to supply us with a kitchen in our choice of RAL colour. We were told that the German manufacturer would confirm our order in early January, so I emailed Intoto last week to query the delay. The franchise owner replied, "I've chased the order today, the order is in, when they are busy, acknowledgements are delayed, but still leave room for adjustments, a little frustrating. Will be out to see you as soon as it is in."

Today, I received the following letter from Intoto: "We just wanted to inform you that we have had difficulties in getting your order processed by our supplier for your specialised colour kitchen. We've no wish to delay your project, so we would like to refund your deposit. We would have been happy to supply you with a standard colour kitchen from our many suppliers, a specialised RAL colour kitchen has proved problematic. We are very sorry for any inconvenience caused." A cheque for the full deposit was enclosed.

Is the company within its rights to cancel our order in this way? Is it reasonable to expect a proper explanation, at the least?

Thanks,
all_greek

diable

What is the value of the kitchen and can you go direct to the manufacturer?

DVardysShadow

all_greek_to_me wrote: »

Is the company within its rights to cancel our order in this way? Is it reasonable to expect a proper explanation, at the least?

Yes, they can cancel. To me, it looks like they have dealt quite professionally with a situation which is embarrassing to them. I would say you have ahd a reasonable explanation. Your recourse now is to go to the manufacturer and find out whether they are happy that you cannot get what you want....

all_greek_to_me

diable wrote: »

What is the value of the kitchen and can you go direct to the manufacturer?

I assume the problem is with the manufacturer.

The kitchen cost c£18k, but that included appliances and fitting.

Thanks,
all_greek

all_greek_to_me

DVardysShadow wrote: »

Yes, they can cancel. To me, it looks like they have dealt quite professionally with a situation which is embarrassing to them. I would say you have ahd a reasonable explanation. Your recourse now is to go to the manufacturer and find out whether they are happy that you cannot get what you want....

I just feel that the explanation given is very vague. Either the manufacturer can supply a kitchen in our choice of colour, or they can't. Intoto simply say they've had "difficulties" and that it's "problematic".

Thanks,
all_greek

DVardysShadow

all_greek_to_me wrote: »

I just feel that the explanation given is very vague. Either the manufacturer can supply a kitchen in our choice of colour, or they can't. Intoto simply say they've had "difficulties" and that it's "problematic".

Thanks,
all_greek

It is probably an accurate reflection of the situation. I would take it that they are getting the run around from the manufacturer, rather than a clear answer. I think that would put them in a difficult position to give you a clearer answer in the terms you require.

all_greek_to_me

DVardysShadow wrote: »

It is probably an accurate reflection of the situation. I would take it that they are getting the run around from the manufacturer, rather than a clear answer. I think that would put them in a difficult position to give you a clearer answer in the terms you require.

Thanks. I would have preferred to have been given the option of waiting, rather than simply having the order cancelled.

all_greek

Innys

Intoto probably cancelled the whole thing because they had no idea when it was likely to be available.

So to prevent any further awkward questions from you, they probably figured the best thing was to can the whole thing.

all_greek_to_me

Innys wrote: »

Intoto probably cancelled the whole thing because they had no idea when it was likely to be available.

So to prevent any further awkward questions from you, they probably figured the best thing was to can the whole thing.

Awkward questions vs profit? I'm surprised they were so happy to let my custom slip away.

Thanks,
all_greek

Innys

They were probably embarrassed as they knew no more than you. They anticipated you would get more and more impatient (quite rightly) and they probably thought it was better to admit defeat now that to lose any goodwill they have with you.

If they had returned your money in 6 months time you probably would never go back to you. As it is, they have treated you fairly and there's a chance you may - some day - go back.

CyCo_2

I'd be inclined to think the reason they have decided to cancel is that they have undercosted it (i.e. they got the price back from the manufacturer and it is more than they expected) and therefore didn't want to lose money/break even

Do you know which manufacturer it was?