“****PLEASE READ AS THIS IS A GENUINE REAL REVIEW*****
GENUINELY SHOCKING WORKMANSHIP THROUGHOUT & IF I COULD GIVE MINUS 5 STARS I CERTAINLY WOULD AND THERE ARE MORE COMPETENT OTHER CHOICES OUT THERE
Having paid a substancial amount of money for this kitchen the standard of the workmanship is beyond shocking. We are 3 months past completion date and besieged by problem after problem. the kitchen is not fit for purpose and the project management is attrocious. There are plenty of other kitchen companies out there and perhaps we have been unlucky but totally shoddy the workmanship Roddy !!!!!!!!!!
Who are you going to blame this time, oh it was Alans fault oh it was the computer softwares fault and so on and so on, Rod take some ownership of the appalling install that you have overseen.
Rodney please let me know if you need me to upload any additional photos or videos of the shocking workmanship.
Inspection by one of the owners revealed (This is their own review, yes thats correct they wrote up the following workmanship issues themselves)
Section 1
End upright panel does not reach the floor.
Pull Out unit wobbles when at full extension.
Pull out unit wobbles when at full extension.
Front edge of end upright panel shows excess glue.
Mark on front edge of end upright panel.
Section 2
Small chip to right hand side of fascia.
2.5mm gap to right of worktop, flush to wall on left side.
Section 3
Combi Oven face does not exactly line up with the coffee machine face.
Appliance fronts had marks on them. (Gary cleaned these at the time and all marks were removed)
Appliance fronts are not perfectly central to the unit. Gap to the left and gap to the right are 1-3mm different.
Doors on fridge and freezer do not shut flush.
Infill panel below glass door is not fixed in place.
Mark on glass doors.
Scuff on face of end upright panel.
Section 4
Upstand return is 0.5mm proud of section next to it.
Upstand 2mm past the start of the shark nose edge to the worktop.
Lighting does not run to the end of the run leaving a dull patch.
Flooring finishes short of the unit leg.
Flooring poorly finished around the upright panel.
Flooring poorly finished around the upright panel.
Section 5
Small scratches on inside of black rail.
Flooring poorly cut around end panel.
Glass shelves to be installed
Island Section
2mm Gap between top of seating section back panel and the console worktop panel, meaning you can see through the gap.
Flip socket to be secured in the worktop.
Top edge of end upright panel looks mis-shapen and does not sit square to the console worktop panel.
Small dent on the console worktop panel on the hob side.
Sealant colour around the console worktop panel is a slightly different colour to the rest of the worktop sealant.
Gap between the end of the handle rail and the waterfall ends are not sealed and there is excess adhesive on show (Both sides of the island).
Gap between the end of the handle rail and the waterfall ends are not sealed and there is excess adhesive on show (Both sides of the island).
Sealant around the hob is slightly lower than the level of the hob and worktop.
Lighting does not reach the end of the handle rail
Utility Section
Pull out pantry larder not fully closing.
Flooring – In addition to those bits already mentioned
The flooring near the bi-fold doors has come up again in places. Where the floor has been laid up to them it’s stuck to the tape which was protecting the doors so can’t get it off properly
Flooring at the entrance to the cupboard has been finished short of where it was expected to be.
We could not tell where the flooring finished at the doorway to the rest of the house as this was covered and not accessible. This would need investigating when the blockage has been removed.
It was noted that there was limited flooring left on site. (Potentially 5 tiles)
Appliance Warranties
It was noted that the AEG appliance warranties had been registered before the kitchen had been completed.
Outside
Bora wall box vent has rusted.”
“We ordered our kitchen from Kutchenhaus Milton Keynes. The showroom looked professional and well decorated. This turned out to be the only professional thing about this branch of Kutchenhaus.
As soon as our payment went through, all communication from the franchise owner ceased. He simply stopped responding to absolutely all queries.
Eventually our kitchen was delivered more than 2.5 months after it was ordered. There are missing and damaged parts as well as parts ordered in the wrong colour. The franchise owner insists that these issues are common and they are just minor "snags" that can be easily resolved.
More than a month later, our installation remains incomplete. The franchise owner keeps fobbing us off with promises that someone will look into our issues but nobody ever does. We have no concrete dates as to when our issues will be resolved and continue to live with a completely unuseable kitchen.
With Kutchenhaus, you will have no avenue to complain other than the franchise from which you ordered it. There is no HQ you can go to and the kitchen manufacturer has no setup designed to deal with retail customers. So if you happen to come across someone like Jaz in Milton Keynes, you are basically screwed.
Bear in mind that Kutchenhaus requires payment for the kitchen upfront, i.e. before your kitchen is delivered. The only payment due after that is for installation but Kutchenhaus doesn't employ fitters directly. They are independent, which means that Kutchenhaus had all the money they hoped to make from you after you signed the contract and paid for your kitchen. This is why they don't care.
I can't comment on other branches but I certainly advise you to avoid one in Milton Keynes and another branch that Jaz Yaseen is planning to open. This person is dishonest, lacks integrity, has no professionalism and doesn't care about anything other than money. Once you paid him, you no longer exist as a customer.”
“After visiting several different company showrooms, I walked into Kutchenhaus Swansea & was instantly impressed with the layout & designs of their display kitchens.
Ryan welcomed me & gave me time to look around before offering help & advice.
When visiting my home he listened to my ideas before suggesting ways to enhance the space, practicality & functionality of the layout. His advice proved to be invaluable.
Christian & Tyler installed the units & appliances. They were polite, professional & explained each stage of the installation process.
The guys who fitted the granite worktops were also very precise & I was delighted to see my kitchen all coming together as Ryan had predicted.
The whole process was overseen by Sarwar, he explained in detail how each of the appliances worked & was on the end of the phone should I have any queries.
Everyone I came into contact with including the delivery drivers (who had the hard task of carrying all the units including appliances upstairs. I live in an upside down house) to the man who collected all the rubbish after the work was completed, I would like to say a big thank you to you all.
I would have no hesitation in recommending Kutchehaus in Swansea.”
“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”
