“We went to Magnet's Gillingham store, probably around September or October 2019. First impressions were very good. Ricky was very helpful and we chose a design and colours we were happy with. As Magnet fitters do not fit flooring or do any plastering or extras which may be required unless we paid them extra, and, not knowing how much extra that cost would be, we opted to have our own fitter to fit the kitchen. It was delivered on 21st November 2019 and fitting commenced on 25th November. All went well until a day or so before the work was finished when our fitter asked where was the glass splashback to go behind the cooker. It had not been delivered by Magnet and, when I called to find out why, I was told that Magnet fitters contact the store to order the glass splashback once the cabinets have been fitted and proper measurements have been made. The fact that we had not been made aware of this beforehand resulted in a two to three week delay which could have been avoided had Magnet told us at at the outset to send in the measurements as soon as the cabinets were fitted. We were then told that there would be a delay and that the splashback would not be delivered until around 7th January. We were told that we would be called when it had been delivered and the fitter would be in touch with us to fit it. By 9th January, I had heard nothing so I called Magnet. The splashback had been delivered to Magnet but they had not called to let us know. There were a couple of things which also needed fixing, which Ricky said he'd pass on to the fitter. More time passed with no word so, yet again, I called Magnet. This time, a fitter did call back and we fixed a date for him to fit the splashback. When he arrived, he told us that the extra things which needed adjustments had not been mentioned to him, in spite of my asking for them to be addressed more than once when speaking to Ricky. This resulted in him having to make another date to make those adjustments. When he fitted the splashback, he noticed that the trim on the surrounding backboard was missing. He said he would ask Magnet to order this, which he did. This took another three weeks to arrive and again, I was the one having to make the call to Magnet as they had not bothered to tell me that the trim had arrived. During my phone call to Magnet, I was told that I would be called by the fitter and that it would be fitted this week. Guess what? Today is Thursday and, yup. No call. So again, I did the chasing by calling Magnet to try and arrange for a fitter to do this one remaining small job. I spoke to a lady who told me there were no outstanding jobs in my name and she will call me back tomorrow. Ricky is off this week and there is apparently no way of finding out what was needed. No note on my file, if I even have a file. So here I am in limbo, more than 3 months since the kitchen was delivered and STILL it is not complete with no sign of any date being fixed for this one remaining small job. Magnet have not been at all proactive on this job. I have had to do all the chasing. They have not informed me when they have received deliveries for me or told me if I need to take action to make something happen. It seems I have to make around 3 phone calls before anything ever happens. I am so very fed up. Should it really take over 3 months for a kitchen to be completed? I don't think so. I'm at the end of my patience and end of my tether waiting for Magnet. Nice kitchen but shocking after sales service. I should have listened to the other kitchen supplier who told me that Magnet would fail to deliver. He said he'd seen it time and time again. Looks like he was right.”
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