Compensation from Howdens

Ren90

bluelad1927 said:

You clearly knew that Howdens hadn't been out to measure so why didn't you act on this before the kitchen was delivered. There was only one set of measurements they had to go on and they were approximations. I can't see how this can be Howdens fault

We've never done this before, we also weren't living in the property, no one ever said anything to us about it. Howdens have said they should've come to measure and made a mistake - not sure why no one is paying attention to this! We have no idea what is the normal procedure, and no one else we have spoken to can understand how or why Howdens have done this, Again. I don't care who is at fault - Howdens have said they made a mistake and have asked for a figure from us to resolve it. This post was about how to work out what to ask for.

DullGreyGuy

So you have no paperwork at all with no terms and conditions?

Admitting they should have come out to measure and save you from yourself is not the same as the contract stating who's liable for any mistake in measurements if Howdens didn't come out. The paperwork we had from the two kitchen companies we dealt with were very clear... if we come out its on us, if you proceed without us measuring its on you. 

turnitround

bluelad1927 said:

You clearly knew that Howdens hadn't been out to measure so why didn't you act on this before the kitchen was delivered. There was only one set of measurements they had to go on and they were approximations. I can't see how this can be Howdens fault

Exactly this.
Whether they should have come out or not you knew they hadn't done so, therefore you and presumably your builder knew they only had approximate measurements. Did they ever promise to come out to confirm measurements?

Grenage

My takeaway from this is that Howdens' customer service is pretty good.

Getting a refund for the difference is probably as much as I would expect.  The additionally occurred costs are not their fault.

turnitround

Ren90 said:

bluelad1927 said:

You clearly knew that Howdens hadn't been out to measure so why didn't you act on this before the kitchen was delivered. There was only one set of measurements they had to go on and they were approximations. I can't see how this can be Howdens fault

We've never done this before, we also weren't living in the property, no one ever said anything to us about it. Howdens have said they should've come to measure and made a mistake - not sure why no one is paying attention to this! We have no idea what is the normal procedure, and no one else we have spoken to can understand how or why Howdens have done this, Again. I don't care who is at fault - Howdens have said they made a mistake and have asked for a figure from us to resolve it. This post was about how to work out what to ask for.

Ok, Howdens have said they should have come out. I'm trying to get context as to why Howdens are seeming to be accepting responsibility because what you should ask for depends on the circumstances and why Howdens are seemingly admitting to making an error. But what error is it?

What do you mean by 'they say they made a mistake'?
Did they promise to come out but never turn up? 
Was an appointment ever made?
Did you actually ask them to come out?
Did they know the measurements were approximations?
Based  on the fact that you knew they had not measured up and that the measurements used were only approximate, why did you not clarify things before ordering?

Ksw3

I probably would have done the same OP. If you have no experience of these things then you live and learn, often the hard way. As I've got older I've learnt to question the professionals. Mistakes happen.

What has your builder said about the situation? I would want a complete redesign but I'm not clear on who should be responsible for costs.

warwick2001

I replaced my kitchen last year. I approached 4 kitchen designers/suppliers. Not one came out to measure, they all used the measurements I supplied them. 

For the record, it was Ikea, Howdens, Wickes (in person) and an online consultation with Wren. I agree with others that I don't see how this is Howden's fault, and to be honest I can't understand why they said they should've come out and measured, in my experience (having bought and fitted many kitchens over the years from them), they have never come and measured my properties.

However, that's all in the past now, who measured what....... etc etc



Could you get actual, accurate measurements, and go back to Howdens, redesign the kitchen using the actuals, and either pay the difference, or be refunded the difference? Given that the kitchen you have already selected doesn't work in the space, this seems a fairly fair compromise  

Doozergirl

Ren90 said:

bluelad1927 said:

You clearly knew that Howdens hadn't been out to measure so why didn't you act on this before the kitchen was delivered. There was only one set of measurements they had to go on and they were approximations. I can't see how this can be Howdens fault

We've never done this before, we also weren't living in the property, no one ever said anything to us about it. Howdens have said they should've come to measure and made a mistake - not sure why no one is paying attention to this! We have no idea what is the normal procedure, and no one else we have spoken to can understand how or why Howdens have done this, Again. I don't care who is at fault - Howdens have said they made a mistake and have asked for a figure from us to resolve it. This post was about how to work out what to ask for.

We're not paying attention because I think the mistake is in admitting that they should have come out.  I've purchased probably 100 kitchens from Howdens and they have never been out to measure.  It's my job as the builder.   T&Cs will be absolutely clear that if you measure, you are responsible.   Howdens are trade sales, not retail.  

Ask them for what you want.  See if they given it to you.  That's it.  

You may not have done this before but your builder has.  I can't believe they had zero input into managing it.  If Howdens are taking responsibility then maybe they had told you builder they would manage it, but I'd still have been checking.  

TELLIT01

Almost as an aside, I would be extremely unhappy if the person who had done the building design, i.e. the architect, tried to claim their measurements were only approximate.  How is the builder supposed to do the initial construction work if they only have approximate sizes to work from.  I would expect to be able to work from architect measurements and not have to come out to confirm they are correct.

Brumgum12

I'm struggling with this whole thing, the person has said he was relying on professionals, they have admitted they should of measured, 
Go to Trading Standards they will help, I feel for you I really do, I'm in a horrible situation with fitter and this company,