“Kutchenhaus, Brentwood, Essex.
Our experience with Kutchenhaus soured a few days into the build, when the franchise went bust, and closed.
We were informed by the builder, and never heard a thing from KH.
The aftercare and customer service from KH, is appalling. They are rude and aggressive, and unprofessional.
They argue, challenge you, and are downright condescending.
When I told them my sink was getting scratched after light daily use, after four months. They rudely said 'well sinks don't scratch themselves'.
I them said, I would not expect a sink to get scratched, unless it was substandard, they said, it's not KH's fault, it's the manufacturers. This response was from the York branch.
When I asked for the HO number, he said he didn't have it, even though he had worked there for 3 years.
I called KH HO, the chap that spoke to me, thought he was arguing with some lout in a pub in central manchester. Absolutely dreadful.
For the amount of money we spent, the luxury brand, fails once you leave the showroom.
I would not recommend, lots of other independent, high end kitchen companies, that will only be too happy to treat you like a valued customer, both before and after the fit.”
“Awful experience, kitchen fitting should have happened 8 weeks after payment, paid 16 weeks ago to Linlithgow branch and nothing to show for it 16 weeks on. Very poor communication and no reply from complaints department either. Would absolutely NOT recommend, look elsewhere”
“Kutchenhaus Chichester: A Beautiful Contemporary kitchen.
We decided after reviewing numerous reviews that Kutchenhuas was for us.
From our first meeting with Andy, we were very impressed with the professionalism, experience and advice given. I brought along to our first meeting, my kitchen mood board vision, containing elements and must haves for our new kitchen! This helped Andy realise our vision, using 3D images that gave us exactly what we wanted maximising space and storage. Although the kitchen was an expensive purchase and went over our original budget. The quality and build was paramount along with the German appliances that are built so well, we decided it was worth it.
The whole team were very professional and everything was project managed by them, so no sourcing for plumbers, electricians etc. A clear schedule was supplied, so we could see what and when elements of the installation would take place.
Adam and Mark were brilliant installing the new kitchen, they were friendly and worked really well. They take care of the electrics, plumbing, carpentry etc. They had a team come in to fit the quartz worktops and a flooring team. We had a few delays due to Covid 19 but were kept fully informed by the team and Pip in the office, who was brilliant. There were a few issues that needed addressing and were dealt with as soon as they were able to.
We now have an amazing kitchen but at the moment with lockdown, we can’t have a celebration with family and friends to christen the new kitchen! Hopefully soon!
A big thank you to the team, especially Adam and Mark and Ross. We will recommend Kutchenhaus Chichester.”
“We have just had our kitchen fitted and are absolutely delighted with it. It looks great and the quality of the units and appliances are first class. I would recommend that Kutchenhaus fitters carry out the fitting as we thought we could fit it ourselves but unless you know the product, it's not easy to fit.
Thank you Kutchenhaus - we'll definitely recommend you to friends.”
“Amazing kitchen and service from Kutchenhaus. the other comments surprise me as we took out the 0% finance of which we had to sign off once happy in order for Kutchenhaus to get paid.
We could not be happier with the service or the quality of our kitchen or installation.”
“*STAY WELL AWAY!**
This is the most disgraceful business I have ever known, nearly 2.5 years and our kitchen isnt even complete, what an absolute joke of an experience and just the biggest bunch of cowboys in the market.
We took the buy now pay later option too, we now have the finance company chasing us and we have to pay for a badly fitted kitchen and the service of a bunch of clowns who have dealt with us throughout.
2.5 years!!! And 20k later we still have plinths falling off, doors missing, incorrectly designed door openings and badly a ventilated freezer which has resulted in the appliance having to be repaired twice, not even the most senior members of the UK operation have had the decency to deal with it or come back to us... I had to burst into a board meeting at UK HQ and demand my kitchen to be repaired due to lack of any response from them... just take a minute to think of that before you even begin to deal with these guys...
Feel free to contact me if you want evidence of my experience.”
“It is now well over 30 weeks since we paid 19,000 to Kutchenhaus, Liverpool to carry out a complete renovation of our kitchen. They started late, did considerable damage to the cabinets, new appliances, floor tiling (replaced three times and still not right. They sent more than three sets of contractors including one who had the work done by their helpers. Kutchenhaus, Liverpool has now ceased business and we are left with a disaster for a kitchen provided by Kutchenhaus.
According to James Harley at Kutchenhaus, UK he claims Kutchenhaus, Liverpool are a separate business, This contradicts what we were initially told when paying them 19,000 Pounds. It also contracts the numerous statements on their website where they claim all the UK stores are a part of Kutchenhaus, which in turn, is owned by Nobilia, a multinational German kitchen manufacturer.
We have made an application and submission of the facts to the BBC Watchdog program to request they investigate the business practices of Kutchenhaus, UK and Nobilia, Germany who are their parent company.
Below is the background to our nightmare experience with Kutchenhaus.
We have filed a complaint with the Furniture Ombudsman about the business practices of Kutchenhaus, UK.
When we entered into a contract with Kutchenhaus, Liverpool, it was on the basis that:
• They would deliver kitchen furniture and appliances within the stated time period.
• They controlled qualified and proficient subcontractors that were well experienced and known to them from previous projects.
• They provided competent project management services to meet all the necessary scheduling requirements for a complete turnkey kitchen renovation project.
• They possessed the required Quality Assurance policies and standard operating procedures to monitor and control projects including performance of their suppliers.
• Through their direct association with and access to Nobilia / Kutchenhaus’ best practices, they would deliver a completed quality kitchen solution on time.
• They had the required business plan and financial resources to meet unforeseen developments.
• Simply stated, they were a single source – single accountability kitchen solution provider.
We entered into a contract with Kutchenhaus, Liverpool to supply a turnkey, single source, fixed price kitchen solution. This turnkey solution project included:
• Design services to match their products and services with our needs
• Technical services to confirm structural suitability of their design to our kitchen
• Preparation of the existing kitchen for the new installation. This included;
o Removal of existing appliances, cabinets and countertops
o Removal of the existing floor tiling
o With the technical advice from them and their contractor, determine feasibility for removal of the existing separating wall to the pantry
o Removal of all existing electrical, plumbing and sub floor base
o Rewiring to meet requirements of new cabinets, lighting and appliances
o Re-plumbing to meet requirements for new appliance layout
o Installing a new tiled floor
o Plastering, painting and lighting
• Installation of new Kutchenhaus kitchen, appliances, quartz countertop and glass surround
• Completing the entire kitchen project in seven to eight weeks
The project was commenced on February 15th, with the third down payment for a total upfront payment of £19,000. The balance due of £4,815.33 was to be paid at project completion and sign off as acceptable to the customer.
The commitment given by Ian Hartley, the Kutchenhaus Manager was that entire project would be completed by about April 15th, and certainly no later than April 20th, 2019.
As of September 17th, 2019, we are at the thirty-second (32) week of the project and there remain many outstanding items in the project. These include:
• Repairs to the external boiler flue which was damaged by Kutchenhaus contractor
• Replacement and fitting of the new oven which was damaged by their contractor
• Replacement of all upper cabinet doors–Kutchenhaus, UK in July had told us the delivery lead time was four weeks, but have now withdrawn their offer to replace them because they did not like our review.
• Replacement of two upper cabinets–Kutchenhaus have again confirmed L/T of four weeks
• Replacement of wrong handed quartz countertop and 100mm backsplash
• Replacement of fridge side panel, various trims and plinths – three to four weeks
• Completion of all wiring
o Extractor fan
o Cabinet lighting – cannot be completed until after delivery of replacement cabinet
• Completion of the repaired floor tiling (grouting)
• Fitting of wall skirting boards
• Fitting and securing microwave oven and realignment of newly installed small fridge
• Measurement, supply and installation of yet to be ordered glass trim
• Supply and installation of quartz counter back splash.
At this time we are unable to use the main fridge until the replacement panel is supplied and installed. We have been told the fridge has to be pulled out to fit the panel.
The quartz countertop was supplied and installed with the wrong hand (reversed) and the 100mm quartz backsplash is still to be delivered.
Assuming the above tasks would be completed in the estimated time, we are according to information provided this morning by Gary Ward, Operations Manager at Nobilia / Kutchenhaus now looking at a completion of the project round August 23rd, 2019. This completion estimate is predicated on incurring no further delays. Last week Kutchenhaus, Liverpool put a halt to the project and they ,t this point, Kutchenhaus, Liverpool have demanded the sum of £2,000 to proceed with ordering replacements and providing the required contract services.
The situation had previously been brought to the attention of Nobilia / Kutchenhaus, UK and to Nobilia, DE. Nobilia, Germany have refused to provide assistance; we have been told by their senior UK manager that Nobilia, Germany do not have a customer service function.
Throughout the project, Kutchenhaus, Liverpool have demonstrated gross negligence by repeatedly failing to meet their contractual obligations. There have been numerous issues of poor workmanship, use of unskilled personnel to perform skilled work, incompetent scheduling of trade’s and repeated changes to the contractors being used on the project. The floor tiles have been replaced twice and are still unfinished. The third contractor had begun replacing the defective tiles and other remedial work, but stopped further work due to a lack of assurance he will be paid by Kutchenhaus, Liverpool. The electrical contractor also ceased work because he was not getting paid by Kutchenhaus.
The initial fitting of the cabinets was, for the main part, carried out by unskilled labourers resulting in a seventy plus percent (70% plus) damage level needing full replacement. We have provided the Furniture Ombudsman visual evidence with 125 images depicting the problems encountered with the work of Kutchenhaus, Liverpool. Furthermore, attached to this submission are some of the emails and text communications with Kutchenhaus, Liverpool, Nobilia / Kutchenhaus as well as with contractors. More emails and text communications are available.
The impact on our lives has been enormous. We have no option but to postpone or cancel many activities, two holidays with family and numerous social events as we were required to be on-site for the work and rework being carried out. The living conditions we have had to endure for months; constant congestion and clutter throughout the living areas, no cooking or basic kitchen facilities, a permanent layer of dust throughout the apartment and on top of this, complaints from neighbours about the mess made by contractors throughout the common hallways.
The stress of dealing with Kutchenhaus has had a significant impact on our physical and emotional wellbeing and general health. Our home living has been impacted immensely and our home social life has been on hold for months – with no end in sight at this time. It was particularly distressing for both of us in having to cancel our joint seventieth (70th,) birthday celebration party with our family and friends at our home in May.
Incompetence has gone beyond the inadequate skills used in the preparation and new kitchen installation. The owner of Kutchenhaus, Liverpool has all too frequently left contractors to come and go on the project with no accountability to meet schedules. He has allowed contractors to work unattended for weeks without following up on their progress or the quality of their work.
A major outstanding concern is that the original contractor removed a wall without taking the appropriate step of confirming, through a qualified structural engineer, the impact of such a change. We are now obligated to provide the property management company with a technical report confirming that the work done to remove the partition wall did not impact the structural integrity of the apartment or building.
In closing, Kutchenhaus, Liverpool and by its direct association with Nobilia / Kutchenhaus, UK and Nobilia, DE, have collectively failed to meet our needs and therefore, both have been party to a breach of contract by Kutchenhaus, Liverpool. We are now well into the sixth month of a kitchen renovation nightmare.
Kutchenhaus, Liverpool and Nobilia / Kutchenhaus, UK have fully acknowledged and accepted the project’s problems and have taken total ownership of fault in creating the current situation, however, Kutchenhaus, Liverpool have told us they do not now have the funds to complete all the required outstanding items and require us to provide additional monies in order to proceed.”
“We have a fantastic new kitchen from Kutchenhaus Chichester - great service, quality, design and workmanship - thank you to Paul and all the team. Lorraine and Craig”
