This issue has been rumbling on for 2 years. It all centred around a faulty worktop which was installed in 2020 by our joiners. On reporting a fault the worktop which was at the time discontinued was replaced and installed and replaced by another joiners. Great service although slow we understood with impact on srvices coming out of the pandemic. The same fault occurred with it raising at the edges. We reported this again but it took numerous emails and phone calls from my wife to speak to the manager. This rumbled on for months with no resolution. The joiners said it was not a fitting issue (2 different joiners installed) with same result and Howdens said the worktop is not faulty. This deadlock continued until we were finally offered the original cost of the work top back in 2020 which would not buy a new one today. We would also have to pay for the installation at an approx cost of £1200-£1500 to fix the issue of there faulty worktop. I emailed the store manager requesting contact details of the regional manager so we could dicuss this matter and try to get a resolution. The store manager never replied to my email. I then contact Howdens head office customer service who then spoke to the store manager and regional manager with no change in stance. The customer service team at head office were very supportive and actively wanted to get a positive outcome. Finally 2 weeks ago I was told the regional manger was going to speak with me and the case was closed. Its 2 weeks later and the regional manager has still not contacted me? Would I use Howdens again, no. Would I put people off using them? Well I would say you will be fine unless something goes wrong. The communication we have experienced has been between lack of respect to the customer to incompetence. Avoiding and not dealing with things has left us drained and increasingly angry.
1 year ago
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Howdens has a 1.8 average rating from 207 reviews

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Alice, Customer Support

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