Bespoke kitchen. Botched job.

[Deleted User]

Has anyone else had a bespoke kitchen fitted, which has not gone to plan?

I have had one fitted from an independent kitchen supplier and fitter, at the pricier end of the market.

Although I have complained about things, the fitters and the owner of the company have left me with mis-aligned doors, mis-aligned panels, two repainted/touched up panels, where although only minor areas, are in prominent places and the touched up areas show. 

In one place, the fitters have used a wide spread of filler to cover the space where a panel did not meet the wall.

A different fitter, from another supplier, who fits the same brand of kitchen I have, visited and confirmed my kitchen should not be as it is and a couple of panels even need replacing. He also confirmed how the mis-alignments have happened and why the doors do not fit flush.

I have had my fitter back recently, to rectify the issues, but on doing so, he was very condescending to me and said I am causing him stress. He still asked for the last 25 percent of my total bill and quietly left while I went to deal with a phone call. 

I 

TripleH

Don't let him upset you.

He was hired to do a proper job, it's not your fault if he didn't do it first time. His stress is not your concern.

Do not pay him all the balance owed until he finishes the job.

If he sues you for the money, you should defend that the work is not complete.

 

ss2020jd

I had a problem with a kitchen fitted about 15 years ago in our last house. We renovated the whole house and this was the last thing to go in. Whilst it wasn’t a  hand-made kitchen or anything, it was from a smaller company with a few branches, who came out and planned everything. They had meetings with our builder as well. 

The fitter from the company was great but the there were so many problems with the plan and the measurements he was not able to complete the kitchen. The extractor fan was not able to be fitted as the measurements were wrong. Drawers were the wrong depth and couldn’t be fitted, the hob couldn’t be fitted. There were filler pieces mis-measured and missing and wall units left unfitted. 

The manager of the company came round to inspect after we complained and the after the fitter clearly told them he couldn’t fit what was planned. He agreed there was a big problem. He remeasured things, agreed he would find an alternative extractor that fitted and would resolve the other issues and get back to us within a week to rearrange fitting again. We didn’t hear anything.

I had got some advice from our credit card company initially and eventually took legal advice from the legal cover with our home insurance. 

They advised on a letter to write detailing the missed deadline and what was to be rectified. We had to give a new deadline and let them know what was expected to be rectified by that time. We wanted to do it as amicably as we could and gave them plenty of chances.

In the end we had no choice but to take them to the small claims court (the legal cover did all of this - they were brilliant) In the end the company settled out of court and we got the money to cover a new fitter (who we found via the manufacturer who made our kitchen) and the cost of replacement items. He ordered and fitted all the missing parts, pieces, units and appliances. He did a brilliant job and we finally had a kitchen. 

If you feel there is still work to be completed you might need to put it in writing or perhaps ask the other fitter to write what he told you so you have that too. 

If the current fitter is not able to complete it to a satisfactory standard I would try another route now rather than getting him back to do more bodges.

Did you pay on your credit card or do you have legal cover on your home insurance? You can get advice via that route or if not the citizens advice can advise as well and they have some useful info on what to do in this situation:

https://www.citizensadvice.org.uk/consumer/getting-home-improvements-done/problem-with-home-improvements/

ss2020jd

I have had my fitter back recently, to rectify the issues, but on doing so, he was very condescending to me and said I am causing him stress. He still asked for the last 25 percent of my total bill and quietly left while I went to deal with a phone call. 

I am made to feel guilty and feel uneasy about the reception I will get if I call him back again.

More like he is causing you stress! He does have a cheek trying to make you feel guilty. He has not done a good job and you have paid good money to get it done properly, which he has not been able to do. 

[Deleted User]

I have contacted the installer again, who visited me, kindly giving me 45 minutes of his time the other night, outlining the errors my kitchen company had made. He fits the same brand of kitchens for a different supplier in a neighbouring town.

He explained tnings could potentially be a big job as box/cupboard units are not fixed to the wall perfectly level, yet sit flush with the neighbouring units, meaning all may have to be taken off and put back on again.

He says he will do the work if I cannot get success with my installer/supplier, but my contract is with the company I got in, plus if any units are glued in, naturally meaning they may get damaged when being adjusted ir taken out, it will leave him in an awkward situation.

I asked if he is willing to give me a written/professional report of the installation, which will give me more ground if I get nowhere with the people who fitted my kitchen. I was advised, understandably, that as we are in an area of small towns, where people and businesses know each other, it may become political and or be seen as criticising a local competitor or risk his own name.

Would my best bet be:

1.  See first, if my original fitter/company come back and if so, see what they do?

 or

2. Phone a supplier/fitter of the same brand of kitchens, who is 25 miles away, and ask them for a professional report which I will pay for? I understand these cost around £150.

I have written a draft email to my installer, explaining the faults, remedies and replacements required, wording it that a friend who has kitchen fitting experience has noticed the errors. 

I have Legal Expenses Cover on my home insurance policy, but on paying my first bill, discovered that my supplier/installer take bank transfers and cheques only.

I appreciate any advice please.

Bendy_House

Hi Dorst.

Do you have Leg Pro.... Ah, yes you do!

Have you called them up yet? If not, then...

I suspect they'll suggest giving the original fitter one last deadline to sort it. If they fail to do so, then I suspect they'll then want an independent report. All of that will be at your cost, but I'd hope you could reclaim it as part of the overall costs when you 'win'.

Not really sure who should be used - another fitter? But what will make their viewpoint more credible that your fitter? Or possibly a pro surveyor who looks at build quality - but would they be specialised enough in kitchen fitting expectations? So, I have no idea what type would be best.

I'd def call up LP for advice and guidance, tho' - it's what they are for.

Bendy_House

This is a hand-painted kitchen? Any chance of a close-up of the touched-up parts, for example?

As for filler being used to fill gaps where a panel doesn't meet, panels', a 'bespoke' kitchen should have little need for this. Again, any chance of a pic?

ss2020jd

Dorst said:

I have contacted the installer again, who visited me, kindly giving me 45 minutes of his time the other night, outlining the errors my kitchen company had made. He fits the same brand of kitchens for a different supplier in a neighbouring town.

He explained tnings could potentially be a big job as box/cupboard units are not fixed to the wall perfectly level, yet sit flush with the neighbouring units, meaning all may have to be taken off and put back on again.

He says he will do the work if I cannot get success with my installer/supplier, but my contract is with the company I got in, plus if any units are glued in, naturally meaning they may get damaged when being adjusted ir taken out, it will leave him in an awkward situation.

I asked if he is willing to give me a written/professional report of the installation, which will give me more ground if I get nowhere with the people who fitted my kitchen. I was advised, understandably, that as we are in an area of small towns, where people and businesses know each other, it may become political and or be seen as criticising a local competitor or risk his own name.

Would my best bet be:

1.  See first, if my original fitter/company come back and if so, see what they do?

 or

2. Phone a supplier/fitter of the same brand of kitchens, who is 25 miles away, and ask them for a professional report which I will pay for? I understand these cost around £150.

I have written a draft email to my installer, explaining the faults, remedies and replacements required, wording it that a friend who has kitchen fitting experience has noticed the errors. 

I have Legal Expenses Cover on my home insurance policy, but on paying my first bill, discovered that my supplier/installer take bank transfers and cheques only.

I appreciate any advice please.

Bendy_House said:

Hi Dorst.

Do you have Leg Pro.... Ah, yes you do!

Have you called them up yet? If not, then...

I suspect they'll suggest giving the original fitter one last deadline to sort it. If they fail to do so, then I suspect they'll then want an independent report. All of that will be at your cost, but I'd hope you could reclaim it as part of the overall costs when you 'win'.

Not really sure who should be used - another fitter? But what will make their viewpoint more credible that your fitter? Or possibly a pro surveyor who looks at build quality - but would they be specialised enough in kitchen fitting expectations? So, I have no idea what type would be best.

I'd def call up LP for advice and guidance, tho' - it's what they are for.

It’s great you have legal protection on your home insurance. I agree with Bendy, definitely call them first. You could even check the contents of your letter with them or they could advise the pertinent/important points to get across. 

We got another fitter who was recommended by the kitchen makers to give independent advice but we weren’t charged for it. You could try the manufacturer/brand of kitchen and ask them for advice. 

It’s worth taking photos of the issues if you haven’t already done so.