Escalating Howdens complaint beyond branch manager

tallac

I placed an order for a Howdens kitchen via my builder's account. My builder was quite hand's off so all my communication has been with the branch manager who did the planning and placed the order. The branch manager has made a big mistake with the order. I couldn't have identified this mistake before delivery because I wasn't given anything in writing (paper or email) such as an order confirmation despite chasing up numerous times. I've complained to the branch manger and they have offered to partially resolve the issue but I'm not happy with this as I will still need to put money from my own pocket to correct their mistake. I want to escalate this beyond the branch manager. Does anyone have any experience of doing this with Howdens and how difficult it was? Is it a worthwhile endeavour or is it a futile exercise with the senior manager blindly taking the side of the branch manager?

How would I go about getting the details of the senior manager so I can talk to them?

Any help or words of wisdom from someone who has done the same would be greatly appreciated.

Rosa_Damascena

I thought Howdens runs of a franchise model? So not sure what sanctions go with bringing the brand into disrepute. From what you say its nothing to do with the quality of the merchandise but down to avoidable human error?

tallac

Rosa_Damascena said:

I thought Howdens runs of a franchise model? So not sure what sanctions go with bringing the brand into disrepute. From what you say its nothing to do with the quality of the merchandise but down to avoidable human error?

I didn't realise Howdens was a franchise. I did some Google searching and I can't seem to find anything to support they are a franchise so not sure about that aspect.

But yes, the error was human error and completely unavoidable. It's not to do with the quality of the merchandise.

searchlight123

But yes, the error was human error and completely unavoidable. It's not to do with the quality of the merchandise.

i'm presuming you mean the error was completely avoidable rather than unavoidable, as that would suggest it wasn't  something they could be held accountable for?

tallac

tonygold said:

But yes, the error was human error and completely unavoidable. It's not to do with the quality of the merchandise.

i'm presuming you mean the error was completely avoidable rather than unavoidable, as that would suggest it wasn't  something they could be held accountable for?

Indeed, very avoidable.