Kitchen nightmare

Mouse99

Can I share this story of hell to encourage feedback and advice on best solution to a nightmare kitchen saga.



My partner had a consultation with Wickes in December 2015. She ordered materials and arranged Wickes to install the new design. However, things were complicated by the need to do some preparatory work as we were removing worktops and sink and installing French windows. I was not aware that she also had a credit agreement to install the kitchen.



When the fitter visited to do survey, he said he could also fit the French doors and knock through to outside loo, as a freelance. The work would have to wait until the French doors were made by a separate company. The work was agreed for July 2016.



The next thing was that Wickes delivered all the items in March 2016 at 7am in the morning, 4 months before work was due to start. It was difficult to move with all the items stacked up.



Then, in June 2016, we told the fitter about the building regulations requirement for French doors and lintel to support new door into outbuilding and he cried off the work – No one contacted us from Wickes to tell us what we were supposed to do when their fitter refused to do work



My partner was so stressed that she forgot that she had signed a credit agreement for materials AND installation



Presuming we had to find alternative builders and kitchen fitters, we then landed up with cowboy outfit who did incompetent work at a total cost of nearly #6000 pounds. The French doors were poorly fitted and cost #600 to fix, the worktop had a 2 inch gap to the wall and they left the transit bolts on washing machine (just some examples). We have consulted trading standards and are currently awaiting a response from them on compensation.



She then remembered Wickes contract when the credit agreement payments started



I contacted Wickes he sent round designer and manager on 23rd November …they then got the original fitter who had abandoned the job in July to revisit and survey work and what materials were required and what should be returned….The manager agreed that they would refit but position on materials was not clear



We then did not hear anything until we arranged an appointment with designer on 31s Dec 2016, so over a year since order made



We identified materials needed and what should be returned (although this was extremely confusing as the item refs do not match the ones on order as they consist of bundles).



On 9th Jan, Designer informed me that no further discount could be given for new materials so cost #650 with refunded materials giving credit of #395 – but only if these were undamaged and unopened



Also, they told us the fitter would do work once a delivery date for new materials and return of unused items was made and he would fit around that but he was ‘extremely busy with work’



This experience has been hell…..made insufferable by Wickes delivering materials 4 months before installation and then a week before installation, their fitter abandoning the job which left us high and dry and scrabbling around to find alternatives – unfortunately, we did not do our homework and got a bunch of cowboys in to flinch us of #6k



The saga has now gone on for over a year and we are having to pay for new materials (mainly new worktop ruined by cowboys), given no goodwill discount except the traditional discounts available to any customer and are still not a priority in terms of completing the work contracted for……complete shambles.



We are waiting now to confirm a delivery date for new items and return of old but have been told we won’t get money back on items open or damaged – but this is inevitable when the stuff has been lying around our kitchen and floors for over 10 months



Apart from how stupid we feel, we are exhausted and stressed with what we have experienced. Can anyone give us advice on our rights and how we may fix the situation, apart from waiting for Wickes to replace kitchen? Or should we demand all our money back from wickes paid so far and cancel the credit agreement in view of the delays and lack of service?

Srgur

What a nightmare. I'd heard bad things about this company but blimey.

I sympathise about the cowboys, like many, you don't know they are until it's too late and it's easy for others' to accuse you of being stupid for going there.

The stuff you have to return, if it's open or damaged just keep it as there is no refund - is this possible?

As for the rest I'm not sure. You'd hope there would be some responsibility on Wickes's behalf due to the original fitter that fled? Good luck.

lincroft1710

I'm sorry but you should have sorted out the French window before ordering the kitchen. When I dealt with Wickes they gave an approximate date for delivery and were very obliging when I had to defer delivery 2 or 3 times.

Their designer made a mistake with the measurements for the sink, resulting in them giving me a better sink than the one originally ordered which they did not want back. So I hope they will be able to sort something for you, but some of these problems do seem to be down to you.

cddc

I do not quite get a couple of details on this. No, actually, most of It.

Why would Wickes deliver the kitchen four months before the installation Date? They are generally very flexible around delivery dates. Why did you accept delivery four months early?

Why, when you have paid Wickes to fit the kitchen would you go and get your own fitter?

When you say the Wickes fitter abandoned the job, you seem to mean that he did not actually start it at all? What we're his reasons? Even if he was not going to do the windows and building work, he was still meant to be doing the kitchen fitting And if so why did you not approach Wickes to get another fitter? You paid for them to fit it. And if you paid for them to fit it, have you had a refund for the Labour?

Why, if the original fitter had such a falling out with you, did he get involved again?

To be fair the very least the store could have done is credit you the returns and not charge you the extras..

I understand how stressful building work can be, and that things can get muddled sometimes, but I would never have accepted delivery of something that was not needed for four months.
I also think that I would also remember that the reason this particular fitter had been involved in the first place was that he had been sent by Wickes as the appointed fitter because you had paid Wickes to fit the kitchen. I am sorry that you ended up with cowboys, but there is much of this that I do not get.