Bought 2 wardrobes from Hammonds Furniture & wished I hadn’t big problems

norwichmanneil

With 3m ceilings I wanted wardrobes going floor the ceiling. To achieve this you have a normal robe with cupboards put on top. I wanted the simple look with not separator between the upper & lower door.

Got Hammonds furniture around & they were the first company to say they could achieve the design I liked with no separator between the upper & lower doors.

You first see a designer & he draws up a set of plans. After this a surveyor comes round checks the plans. I made sure both knew my requirement for no separator & both assured me this was possible and in the plans.

Next comes the fitters (after you have paid £3k for each wardrobe as a deposit). Notice that they have added a 20mm bit of wood between the top & bottom door. Pointed out this is not what I wanted & not on the plans. “They are part of the design” & cannot be removed! They were build with them in no matter what I wanted.

Emailed Hammonds & complained. Don’t you know that these are part of the design & pay up the last £1,200 you owe us.

The regional customer services said the same. Finally you can complain to Hammonds Central customer services. They claim that there is a division panel added (I cannot see it) & as I signed up to these plans they are correct & send us the money

They also offered a £100 discount!

I feel cheated & angry at such poor customer service. It is possible to remove this separator as all I see it does is move the upper cupboards above barracks that attach bottom wardrobe & the wall. Just route were the bracket are.

I still have the £1,200 outstanding so I still have there attention. Any one got any Ideas as I would like the installed as I requested or taken away and a full refund made. All they want is more money.

norwichmanneil

Having read my post its a bit confusing.

I want the wardrobes I ordered and not what they fitted. This would require coming back and fitting the upper cupboards again. If they cant do this then I want my money back and they can take them away.

Hammonds can not see they have done anything wrong and therefore want me to pay up in full.

How can I make them take me seriously?

Chucky1234

Do you have proof that you both agreed there was to be no separator between the upper and lower door?

Someone else will be along soon to advise further but if you don't have proof that they haven't supplied what was agreed then you may be on to a loser.

pinkshoes

What evidence can you show that highlights the cupboard being once piece rather than split in two?

I'm assuming you went with this company as thry could build what you wanted, and if you wanted a two piece cupboard, someone else could have done it for much cheaper.

You need to put your complaint in writing, and ask them to either rectify the cupboard as per your requirement, or remove them and give you a full refund.

norwichmanneil

Sadly I did not make a audio recording. You only have to look at Grand Designs to see that this look is common. Get with it Hammonds.

The salesman who fist tried the plans was a pen & paper man and he admitted his did not have the computer skills to remove the plans from the design. The final plans done by the checker I cannot see any separator. not sure how I can attach a photo of the plans. I would not have ordered them with a separator.

Hammonds are very proud of their designs. The salesmen and fitter were first class (apart from refusing to build them how I ordered them) nice people. The wardrobes are well made and solid.

The customer service team appeared shocked that any one would want to change the design. The whole complaints procedure if fragmented with no one listing to the customer. They insist that this separator is an integral part of the design. I just smell bull s***t. From day one a clean look was part of my design. They should come and change them or refund the money.

wealdroam

norwichmanneil wrote: »

not sure how I can attach a photo of the plans.

Upload your pic to a picture hosting website - photobucket is just one example of many - and then post a link to the uploaded photo here.

norwichmanneil

http://s1320.photobucket.com/user/norwichman/library/Hammond%20Wardrobes

Can you see the difference between the plan & the actual install?

Hammonds cannont

visidigi

norwichmanneil wrote: »

http://s1320.photobucket.com/user/norwichman

Can you see the difference between the plan & the actual install?

Hammonds cannont

URL invalid

norwichmanneil

This works

http://s1320.photobucket.com/user/norwichman/library/Hammond%20Wardrobes

visidigi

The plan does have a horizontal going to the edge. The difference is the real life wardrobe splits the outer edge and protrudes, which isnt on the plans.

Its different for sure.

norwichmanneil

I write further to the issues raised concerning the above account and your Formal Complaint.
Firstly, I would like to thank you for your patience in this matter whilst I have conducted my investigations into your account. I have reviewed all of the correspondence with regards to the complaint together with the account notes that we hold for you. I would like to apologise for the inconvenience we have caused to you. It is disappointing to learn that you have not received the product you were expecting. It is clear that you raised your concerns on multiple occasions and I am sorry to see that you have not yet received the response you were hoping for.
I have reviewed your Designers plans as well as your Surveyors plans. Certainly it is evident that the Designer had left out the division panel in the top boxes of both wardrobe installations. This has been changed on the Surveyors plans, and the thin strip has been replaced with the standard division panel which is what has been fitted. Unfortunately, it is not possible to emit these division panels, as they are vital to the structure of the wardrobes. As these changes have been documented on your Surveyors plans, the wardrobes have been fitted correctly. The Surveyors plans form the finalised plans to which we build to.
Although we have fitted to plan, I can clearly see that you are disappointed with the furniture that you received from us. As a good will gesture I have agreed to deduct £100 from the remainder of your balance. I must also inform you that the rest of the balance will now be due.
I do understand that this may not be the resolution you were hoping for and I am sorry that we have not been able to meet with your request on this occasion.

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Thank you for you offer but I am sorry but I will not take it up.

I just want the wardrobes I ordered of course paying you for your efforts.

I requested a wardrobe with cupboard above with just the doors with no separator. I chose hammonds because both designers said it could be done.
I see no problems in removing this unwanted addition by removing the upper cupboards and replacing the top and two side decor panels. The bottom of the upper cupboard will need to be modified to enable the brackets holding the lower wardrobes to the wall. Not a big job.

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I understand your request and I am very sorry that the Designer had led you to believe that this design was possible. However, as we have found that these panels are integral to the build of the wardrobes, Hammonds will not be responsible for removing them.
As you remain unhappy with the outcome of your complaint, you can take this matter to The Furniture Ombudsman who will carry out an independent review and advise us accordingly.

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I am sorry to hear this. Not having this panel was part of the design I ordered and therefore you are in breach of contract.

Can I have a full refund and you can remove the wardrobes.

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As we have fitted the furniture as per your Surveyor plans, I must advise you that we are not in breach of contract. The Survey plans are the finalised set of plans, to which we build the furniture to.
As I mentioned in my previous email to you, as you remain unhappy with the outcome of your complaint, you can now take this matter to The Furniture Ombudsman to review.