Damaged Kitchen - Purchased from and online DIY Kitchens

pencilpot1

RipleyG said:

pencilpot1 said:

The vendor is very close to the title name DIY company that sell kitchens online

Alas, that doesn't narrow it down much. There are DIY-kitchens.com, onlinekitchensuk.co.uk, diykitchens4u.co.uk, onlinekitchenstore.co.uk...

Its DIY Kitchens

pencilpot1

Current status is they have been told of my request to reject and have a full refund the items have been available to collect all week, an "independent" assessor arrived as instructed by DIY to log the damage, which has been logged by me, he didn't actually do this he just proceeded to tell me he can fix it all. They haven't responded for 2 days and said its under review today.

I think you really see how a company operates when tings like this happen. So i have a very damaged kitchen sitting in my house since the 1st of October not currently collected and them not accepting to collect and refund despite it being my legal right.

pencilpot1

I'm contemplating logging this whole saga on the DIY Kitchens Facebook forum that people use for the company and other kitchen forums, one for validation of the damage pictures videos, timeline of events, email and whats app communication it maybe useful for others to see the context and situation i am having especially if this ever happens to them. 

Aylesbury_Duck

pencilpot1 said:

I'm contemplating logging this whole saga on the DIY Kitchens Facebook forum that people use for the company and other kitchen forums, one for validation of the damage pictures videos, timeline of events, email and whats app communication it maybe useful for others to see the context and situation i am having especially if this ever happens to them. 

I'm not convinced that's going to help your case, and it could hinder it.  Focus on getting your own problem sorted.  A factually accurate review is a good idea to warn others, but do it once you have an acceptable outcome.

pencilpot1

Aylesbury_Duck said:

pencilpot1 said:

I'm contemplating logging this whole saga on the DIY Kitchens Facebook forum that people use for the company and other kitchen forums, one for validation of the damage pictures videos, timeline of events, email and whats app communication it maybe useful for others to see the context and situation i am having especially if this ever happens to them. 

I'm not convinced that's going to help your case, and it could hinder it.  Focus on getting your own problem sorted.  A factually accurate review is a good idea to warn others, but do it once you have an acceptable outcome.

TBF thats exactly why i have held off so far. Im not too far from you in watford do you follow the Aylesbury Ducks?

pencilpot1

So .. i sent them the following below requesting my right to reject

22nd October 2025

To whom it may concern,

Complaint about faulty goods

I bought a Kitchen from you on 25th of August 2025, which was delivered on the 1st of October 2025. I paid £14,584.79.

I now find upon delivery goods have the following faults:

• Dismantled items that arrived with large gaps and not packaged well.
• Poorly built items with large gaps in panels.
• Chunks taken out of kitchen cabinets.
• Chunks taken out of wooden doors.
• Dents in drawers and doors
• Deep scratches on corners of cabinets and doors & drawers
• Black marks on many drawers and cupboards.
• Scratch marks.
• Poor paint on panels where you can see wood.
• Chipped paintwork on drawers and cupboards
• Items were dropped while being delivered to the door. (I have a video and pictures of this too)
• Door frames where screws have been driven in too far and blown the cabinet.
• Broken hinges.
• End posts that have been delivered after the original order and in the post have been dropped and cracked and flattened on the end. I can't even report these items on the portal as it will not let me add pictures.
• Cabinets built with screws put in the back because it doesn't fit correctly naturally with daylight gaps in the top of the cupboards. (the panels are forced together).
• This is more than a bad delivery. It's really faulty workmanship and really poor-quality control.

I have evidenced these elements to you directly first reporting my concerns on 15th October 2025.

Under the Consumer Rights Act 2015, goods you supply must be fit for purpose. As there was a problem with the goods when I bought them, I am exercising my right to reject the kitchen in completeness due to the extensive damages and poor workmanship. I request that you arrange collection and give me a full refund.

I have reported the faults which have been acknowledged and therefore are rejecting the faulty goods within the first 30 days from delivery.
In support of my claim below is the order reference.
Invoice Date: xxx/08/2025 Invoice Number: xxx

The kitchen has been available for collection from last week, was offered to be collected on Monday by yourselves but that did not materialise. It has been available to collect yesterday and today. I would like this to be returned please.

Please respond with confirmation of when the kitchen will be collected and a full refund issued.

Yours faithfully,

pencilpot1

DIY Kitchens Reply...

Good evening

As previously advised, this is a very unique position, as any issues reported can usually be remedied swiftly and amicably. Given the situation, we have sought paid hourly advice from Weightmans Solicitors who have confirmed they believe that we have grounds to reject the request to return the kitchen for a full refund. The next step would be for Weightmans to issue a Formal Legal letter on our behalf but as this incurs a further fee of £1500, we would like to check that you wish to maintain your position on this matter at this stage.

Kind regards,

pencilpot1

My response ...Please confirm what grounds you have to reject the return

DIY Kitchens reply.....

Good morning,

Based on our consultation with Weightmans Solicitors, we believe the grounds to reject are based on the product being Made-to-order, meaning we only manufacture the product once the customer has placed an order to specify the chosen Range/Style, Colour and carcase type. As the products are not 'Off-the-Shelf' items, we are not able to restock or resell the kitchen. Due to the nature of the product, all items can only be disposed of if returned which in turn has an environmental impact.

The level of service that we have offered to help resolve all matters far exceeds the lead-times outlined in our T&C's which are presented to the our customer's in step one of the checkout stage (as well as in full on our website). To date, we have not been given an opportunity to replace/repair any of the damaged items.

Kind regards,

pencilpot1

My reply...

Morning.

That is not correct?

Under the Consumer Rights Act 2015, made-to-order and fitted kitchens must be of satisfactory quality, as described, and fit for purpose. For the first 30 days, you can get a full refund for faulty goods; after that, you are typically entitled to one repair or replacement attempt before a refund or price reduction is possible. The trader who arranged the contract is responsible for fixing both faulty goods and poor installation, even if they subcontracted the work.

Your rights

Within the first 30 days: You can reject the faulty kitchen and receive a full refund, which must be issued without undue delay. The supplier is responsible for the cost of collecting the goods.

After 30 days: You must give the retailer one opportunity to repair or replace the faulty item. If they are unable to do so, you may be entitled to a partial refund or, in some cases, a full refund.

How to act

Contact the trader immediately: If you are not satisfied, contact the business that supplied the kitchen straight away. Give them a chance to put the matter right.
State your rights clearly: Inform the trader you are aware of your rights under the Consumer Rights Act 2015 regarding faulty goods and installation.
Put it in writing: Keep records of all communication with the business, including dates, times, and what was discussed. (all have which has been done)

When a Kitchen Company CANNOT Refuse a Refund (Your Rights)

The retailer is legally obligated to provide a refund in the following situations:

Faults within 30 days: If you discover a fault and exercise your "short-term right to reject" the goods within 30 days of delivery/installation, you are entitled to a full refund.

https://impellegal.co.uk

The kitchen is still available to collect, please can you confirm when you will be able to pick it up

Kind Regards 

Aylesbury_Duck

Their responses are odd.  Firstly, the one about them consulting their solicitors is clearly designed to scare you into backing down.  Whether they choose to access legal advice and what they pay for that advice is their business decision and a cost of doing business.  They seem to be hinting that you will somehow be liable for the cost of them sending you a letter, which is nonsense.

Secondly, the reason for rejecting your rejection looks like it's based on a change-of-mind return rather than one where there are multiple and 'fatal' flaws with the product.  It's almost as if they've misinformed their solicitor of the reason for rejection and the solicitor has responded accordingly, or (and perhaps more likely) they haven't consulted a solicitor at all and this is all just one big bluff on their part.

I suggest you escalate with your own Letter Before Action, giving them notice you will take them to court if necessary.  I presume you would see that through, if it came to it?

A few weeks back, @born_again asked how you paid for the kitchen and I don't think you answered.  Any chance you paid by credit card?  If so, how much was the whole order?