Howdens - Incorrect Product Ordered by Branch

darbyemm

Hi All,

Just wondering if anyone has had any issues with Howdens (or any other kitchen companies) inputting the wrong product code on an order?  I placed an order for a kitchen from Howdens a few weeks ago & 3 items were incorrect product codes on the order.  The items were delivered & fitted by my fitters (as the delivery docket matched the order docket).  But on investigation the branch manager has input incorrect codes.  There is a significant bill for my builder to redo & put in the correct items .... I am in a stand-off with Howdens currently!  
I have had to go through the order docket & input the product codes into their website & can see via the images that the products are incorrect.  It is not identifiable to someone with no kitchen experience just by reading the descriptions on the order.

It is now with their Customer Service team who are arguing my builder / fitter should have spotted the error but if it matched the order & delivery docket how were they to know?!  I was away with work for the 3 days the kitchen was delivered & fitted.  Surely this is 100% Howdens liability?

Thanks!

BarelySentientAI

How incorrect were these things for the builder and fitters not to notice something looked unusual? 

It feels like it's Howden's fault, but there is often the "this is what we're ordering, should I press the button" conversation however much weight that carries.

Alderbank

darbyemm said:

Hi All,

Just wondering if anyone has had any issues with Howdens (or any other kitchen companies) inputting the wrong product code on an order?  I placed an order for a kitchen from Howdens a few weeks ago & 3 items were incorrect product codes on the order.  The items were delivered & fitted by my fitters (as the delivery docket matched the order docket).  But on investigation the branch manager has input incorrect codes.  There is a significant bill for my builder to redo & put in the correct items .... I am in a stand-off with Howdens currently!  
I have had to go through the order docket & input the product codes into their website & can see via the images that the products are incorrect.  It is not identifiable to someone with no kitchen experience just by reading the descriptions on the order.

It is now with their Customer Service team who are arguing my builder / fitter should have spotted the error but if it matched the order & delivery docket how were they to know?!  I was away with work for the 3 days the kitchen was delivered & fitted.  Surely this is 100% Howdens liability?

Thanks!

Welcome to the forum.

No, not necessarily, it depends, as always, on the contract terms agreed by both parties.

Howdens do not deal directly with the public (consumers) so this is a B2B contract. If Howdens CS team are pointing to a contract term saying that the builder must check delivered items within 48 hours or the fitter must check supplied items before fitting them then that is where the liability lies.

Both of those terms would be quite reasonable in a B2B contract.

TELLIT01

When I had a kitchen from Howdens I was provided with a full list of items to check before the order went through.  I actually missed the fact that they had reverted the oven choice to the one they originally suggested.  That's my responsibility.  If it's a wrong cabinet type (for example) that wouldn't be as obvious so could reasonably be laid entirely at Howden's door to resolve.

darbyemm

Incorrect worktop, sink & corner cabinet.  They look correct on drawings but wrong product number on order.  The only way I would have known they were wrong was by putting the product codes into the Howdens website prior to agreeing to the order - wish I had of done now!  And also wish I had been around for delivery to check every single thing. 

But my builder & fitter believed them to be correct as delivery docket matched order & drawings. 

chrisw

I'm surprised Howdens are arguing tbh. I've always found them to be very flexible when making changes or swapping bits. Presumably they were bought through the fitter's account who puts a fair bit of business their way.

travis-powers

The one thing Howdens are good at is returns and dealing with mistakes, which to be fair all kitchen suppliers make!
  The problem you have is that the materials have been fitted and it highly unlikely Howdens will budge on this!

Alfrescodave

darbyemm said:

Incorrect worktop, sink & corner cabinet.  They look correct on drawings but wrong product number on order.  The only way I would have known they were wrong was by putting the product codes into the Howdens website prior to agreeing to the order - wish I had of done now!  And also wish I had been around for delivery to check every single thing. 

But my builder & fitter believed them to be correct as delivery docket matched order & drawings. 

How different are the installed items to the ordered ones? Obviously not wrong size as fitter would have noticed.
When did you realise that fitted items were not ordered items ? 

darbyemm

Alfrescodave said:

darbyemm said:

Incorrect worktop, sink & corner cabinet.  They look correct on drawings but wrong product number on order.  The only way I would have known they were wrong was by putting the product codes into the Howdens website prior to agreeing to the order - wish I had of done now!  And also wish I had been around for delivery to check every single thing. 

But my builder & fitter believed them to be correct as delivery docket matched order & drawings. 

How different are the installed items to the ordered ones? Obviously not wrong size as fitter would have noticed.
When did you realise that fitted items were not ordered items ? 

The worktop we spotted on delivery as I knew immediately that it was not correct for the Belfast sink so they replaced with worktop that I had requested & I assumed it was delivery error.  But on delving deeper they never ordered the worktop I requested.

They have accepted liability on cabinet (after it had been installed) & admitted designer did not update the order correctly - so are trying to get parts to install & make cabinet as it should be.  But this is not complete yet.

Sink should have been a Belfast as stated throughout & in all email communication to designer.  But they ordered & delivered a Butler sink instead (it is lipped not undermounted) & has been installed in kitchen.  I was not present when it was delivered or installed as I assumed (wrongly now) that it would be as requested.  Issue now is replacing sink when worktop has been installed as a Belfast sink means everything has to be removed.

I have a meeting with Area Manager on Monday to discuss further.  

BarelySentientAI

So actually it's only the sink that's being argued about - the worktop was already noticed and sorted (although you thought it was a different error, but how does that actually matter?), and the cabinet they already agreed.

ThisIsWeird

Possibly/probably the worktop needs replacing too, as it's been cut for the wrong sink? It certainly needs removing, so can that be done without damage?
Darbyemm, is this a case of Howdens being 'happy' to replace the parts, but not pay your installer for the labour?
Do you have Legal Protection on your house insurance? If so, I'd call them up for guidance. I'd first write out the key stages in brief but succinct bullet points, so they fully understand how this situation panned out.