Damaged Kitchen - Purchased from and online DIY Kitchens

pencilpot1

Thank you for your comments, this has been so stressful, all i wanted was a decent kitchen and this has been a nightmare. They haven't be great to deal with. Unfortunately i used my debit card for the whole amount. I will NEVER make that mistake again EVER! So charge back is my only other option

Aylesbury_Duck

I'm not hugely familiar with the chargeback process but it may not be easy and there remains the risk that the retailer challenges and reverses it even if it was successful.

I'd go down the small claims court route, beginning with the letter.  Once they know you're serious and won't be fobbed off by their veiled legal threats, they may change tack.

m0bov

Do an lba now and then small claims. Use a template for the letters. Keep it factual and clear.

born_again

pencilpot1 said:

Thank you for your comments, this has been so stressful, all i wanted was a decent kitchen and this has been a nightmare. They haven't be great to deal with. Unfortunately i used my debit card for the whole amount. I will NEVER make that mistake again EVER! So charge back is my only other option

TBH, try chargeback 1st due to time limits, noting lost & if it fails you can start the court claim.

Renfrewman

born_again said:

pencilpot1 said:

Thank you for your comments, this has been so stressful, all i wanted was a decent kitchen and this has been a nightmare. They haven't be great to deal with. Unfortunately i used my debit card for the whole amount. I will NEVER make that mistake again EVER! So charge back is my only other option

TBH, try chargeback 1st due to time limits, noting lost & if it fails you can start the court claim.

I agree. I was surprised at AD's suggestion.

pencilpot1

Once again thank you all for the comments, Its appreciated I have the LBA template below so ill use that as the framework 

https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter-to-warn-trader-about-court-action-for-faulty-goods/ 

pencilpot1

Would it still be a small claims court after the letter as the value is above £10'000

RipleyG

@pencilpot1 I would much appreciate an update of where you got to. They are currently our top choice for ordering, but what happens when things go wrong is really important.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81880663#Comment_81880663

Poster has not been back since Nov 27, 2025 🤷‍♀️

Alderbank

Pencilpot1 has never returned but there is plenty of feedback about DIY kitchens on other websites from customers who have bought from them. It's generally very favourable. Read this recent Reddit thread for example, it has lots of first-hand tips and advice from DIY installers:

https://www.reddit.com/r/DIYUK/comments/1o8avte/diy_kitchens_uk/