Kitchen Problems

GlengoyneMortlach

I ordered a new kitchen from a well-known online kitchen supplier and have had a problem.

The process of ordering is that you use their online planner tool, they check the plans for any mistakes and then they send you the kitchen.

I have a galley kitchen with a walk way down the centre. The kitchen was submitted for checking, a couple of minor issues were raised by them and corrected by me and ordered and delivered. On the day of delivery my old kitchen had already been ripped out, new ceiling, electrics and walls replastered so the new kitchen could go straight in.

Part way through the fitting the fitter said there's a problem with the curved end posts that go at the end of each run of cabinets. On the plans they are 50mm, the supplied posts are 100mm. No problem I thought, there's been a mistake I'll call them and get the 50mm posts sent out. I spoke to the company and they told me "Oh, those don't come in 50mm in that kitchen range, only 100mm" I said "But it says 50mm on the plans, how was I supposed to know that?" to which they replied "You weren't" 

The solution they gave was that my fitter could cut down the posts to 50mm and they would supply paint so I could paint the bare edge of the post - not ideal but the bare edge would be in a cupboard so I said OK. When I spoke to my fitter he said this wouldn't work and showed me on the post that cutting it wouldn't work.

The company uses an online after sales support system and I thought I'd use that as I want to easily keep track of the conversation between us. I sent in basically what I have written above. My suggested resolution was that they supply a 50mm post. 

In their reply they say the 100mm posts would have been in my basket and I should have noticed that. They also admit that the planner is at fault and it has been passed onto their IT team. On the topic of me notciing it in the basket, I checked the posts were included but did not notice the sizes had changed - I don't think it's reasonable to expect the planner to add different sizes to what's on the plans. It was also not picked up by the person at the company who did the checks - they picked up a couple of things but not that - surely they must have been aware of this not being available in this range?

My fitter has made the post fit on one side but it is impossible to make it fit on the other side - the symetry is gone.

Now to you reading this, I wouldn't blame you for thinking this is a big fus about nothing but the curved posts were one of the features I really liked about this kitchen - every time I walk into the kitchen it bothers me especially after spending literally hours and hours planning the kitchen exactly to my specs.

The supplier is unable to supply the size that was on the planner, I think they are at fault here. I would be interested to hear the point of view of a 3rd party (you lot) as I realise I am emotionally invested in this and my be blowing it out of proportion. 

I think a refund of some of the cost would be the only other recourse I have although definitely not the resolution I would prefer, how much would be reasonable?

Thanks in advance

SaverRate

Is it possible to get the 50mm posts in another (similar) range then paint to suit?

GlengoyneMortlach

SaverRate said:

Is it possible to get the 50mm posts in another (similar) range then paint to suit?

I don't think so as I imagine they would have suggested this but have asked the question.

Alderbank

Who is the 'well known kitchen supplier' and which range is it? I have tried to google without success.

My initial thought is that if they do 50mm curved posts for other ranges but not this one that there is some technical issue why it will not work, possibly because of protruding moulding on drawers or doors.

You should certainly be entitled to refund for the 100mm posts since they are not what you ordered but that would not solve your problem. Could you post a picture? Depending on the finish, some 50mm scotia moulding might do the job

GlengoyneMortlach

I have just looked at the product list that the person from the supplier said I should have checked - it has no mention of measurements of the radius ends 

Every other item on the list has dimensions. There was no way for me to know beforehand that the size was different to the plan.

The problem is that now my kitchen is fully fitted - had they been able to supply the 50mm end it could have been added in.

The most recent suggestion is to replace one of the cupoards with a less wide cupboard and use the supplied post. However, this would mean altering the worktop that is now in place.

This is the end that we have made fit 



And this is the opposite side where we can't make it fit



Maybe I'm making a mountain out of a molehill but the lack of symmetry bothers me.

SaverRate

Can you replace the rounded section with a square end so you have the symmetry or make the cupboard larger and omit the rounded end?

GlengoyneMortlach

I could but I think having one curved end is better than none - that way I won't look at both ends and think "There should be a curved bit there"  

I guess I'm just frustrated - thte curved ends were a feature I really liked and were a major factor in choosing the kitchen. I realise in the grand scheme of things it's a minor issue but aftter spending thousands of pounds on a kitchen and fitter to not get what I ordered through no fault of mine is very annoying.

The resolution I would ultimately like is to be supplied the part I ordered but that's not going to happen. A refund for the posts is obviously needed - would some compensation be justified or am I being unreasonable?