Single hen

[chocchick]

...well lack of kitchen drama.

Moan/potential pitfalls in ordering a kitchen for the unwary

 

We're currently in negotiations with trading standards as we've agreed prices repeatedly with MFI and every time the fitters come round they ask for a higher quote and don't honour the previous agreement.

 

The saga started in April. They sent round a pre-fit team and we went over all the details, plastering, all possible extras. We didn't get the quote as promised but went into the store and agreed plastering, and the manager amended the mistakes made by staff in the design/quote.

They chose their "premier fit" option to include plastering, and we made a deposit.

After many weeks we found our order had been cancelled but they sent round the fitters. They didn't measure very accurately, we agreed to buy an extra radiator, and to find out about a circuit breaker. He amended the mistakes in the design again.

After chasing MFI I found out they wanted to add several hundred pounds to the order for the circuit breaker and plastering (supposedly included). OH went in to argue that we'd spend £40 for a circuit breaker with someone else and to make them honour their contract with plastering.

We then had fitter number 2 last week as fitter 1 had no slots until August. We got a phonecall saying YET AGAIN they wanted to add more money on, and OH cancelled the order and asked for a deposit and called trading standards.

 

The store manager didn't even return our call, or come to the phone when he was in. We drove over, handed him the letter of complaint in person and he said he would return the deposit or charge £1000 more than agreed to do the kitchen. He denied this was breach of contract (bear in mind we pointed out the level of plastering and everything at every stage to 3 fitters). He didn't even apologise.

[SarahJo]

Stick with it Choccy - trading standards and citizens advice are good to have on side. Plus it may be worth going over the local managers head, and straight to MFI head office - mention watchdog , usually causes a few twitches and nervous ticks.

 

Best wishes xox

[Guest]

I'd contact head office as well Choccy

 

I find it usually pays to go to the top, find out who is the MD/CEO and address your complaint directly to him/her in writing

 

I have to say MFI fitted our kitchen and bathroom and we were very pleased

[starboyhull]

I would go above the store managers head too......We bought a sofa from "courts" when they where in business and had no end of problems, basically it fell to bits and no-one would do anything about it, in the end we took them to small claims, got all our money back + compensation + 25% off anything in store (we never took them up on that) + costs.........

 

Just remember in any letter if you are asking for anything always title the letter "without prejudice" Cant remember the exact reasons, I will check with Andy but we have clients who are solicitors and they said any letter of complaint with demands must have this in the title (think it safe guards you if you change your demands)

 

Good luck with it, sounds like you would be much better off finding somwhere else to get it from though.....

[hillfamily]

Good Luck Choccy, I hope you sort this out. Keep up the pressure, they will take notice eventually.

 

My kitchen came from MFI but I had my own fitters as I had heard some problems about the fitters used locally. I still had some problems with missing bits that took 6 phone calls and 3 store visits before they arrived

[chocchick]

Going to a higher manager is a good idea.

We were debating watchdog.

 

Trading standards suggested we could sue them for a new kitchen, and they would have to make up any extra cost.

[Egluntyne]

Report them to the Office of Fair Trading.

 

They have far reaching powers including those of arrest!

[Cinnamon]

You poor thing, how very annoying & frustrating for you

 

You should go to the head Office complaints dept, & do it IN WRITING rather than by phone.

Keep a copy of the letter (do it on the computer), & send it by recorded delivery.

Also on the computer make a list of events with dates & names if you can & include a copy of this with the letter.

 

I am an experienced complainer & have done this several times (am keeping tabs on TalkTalk & their inablility to get my Broadband connected at the moment )

I find that doing things by letter,straight to HO always gets the best results (I even phone Tesco Customer services if I have had an instore problem!)

[Helly Welly]

That's great advice Cinnamon, i would say that the important thing is to keep copies of everything and notes of all dates and times of letters sent and of phone calls made.

[starboyhull]

Sounds like us Sarah Im surprised we are not banned from every shop for complaining.......Why are these big places incapable of getting things right??

[Guest]

Because the are usually run by idiots, who couldn't organise a celebration in a brewery

 

That is a very sweeping generalisation, but if you could hear the tone of my typing it is usually true IMHO

 

Tesco Customer Service, excellent if everything is fine, but don't have a problem with them, Sainsburys Home Delivery, Argos I could go on

[starboyhull]

who couldn't organise a celebration in a brewery

 

Very nicely put

 

I think you are right, most places are run by idiots.....I think common sense has just gone out of the window.....

 

We have had some problems with some server hardware and the company that lease it to us have said "its not our policy to do...." that just winds me up so much, change your flaming policy then........I can see a letter now going to the customer service director and if no joy there another one will be sent and then probably a summons to small claims.....Most companies dont like the bad press that court gives......

[chocchick]

I've found misadvertising now

I read my can of deodorant it says contains no alcohols or colourants, and clearly has benzoxyETHANOL in the ingredients.

 

I think I'm going to turn into a professional complainer and will get turned away from shops when they see me coming

[chocchick]

Because the are usually run by idiots, who couldn't organise a celebration in a brewery