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DH thinks I might get arrested for what I really want to say to the man...

30 replies

ILikeBigBumpsAndICannotLie · 13/05/2013 14:47

...who sold me a kitchen. I am enraged, and I think the only way of dealing with this is to submit my first post to mumsnet as a new thread in AIBU.

We have saved for a kitchen for a very long time now, and now that we are finally pregnant, we have bought it. It replaces a dangerous, badly fitted, electrically unsafe, cheap and horrible predecessor, has enough space for my first ever dishwasher and an oven that the door will close on. I did a lot of research, and went with the company who assured me they could overcome the variety of obstacles that exist, and have it completed in two weeks. I fell for the sales schmooze, was dutifully upsold to, spent more than I wanted when I went into the shop, but was very excited about the (relative) magnificence that awaited me.

I'm into week 5 of the fitting now. There is at least one more week's work to be done, and the (two very lovely) kitchen fitters can best be described today as invisible. At 12 o'clock today I went to the showroom to ask where they were to be told one of them has hurt their back and they can't tell me when it will be finished. I was bundled out of the shop with assurances that the salesman would come and see me tonight when my husband is also home to discuss it.

I am beyond angry that someone I have spent a fortune with has given me the bums rush out of the shop, fuming that nobody could be bothered to phone over the weekend or this morning to say there was a problem, enraged that nobody has acknowledged that my time may have a value to it for the delays, and cross as two sticks that being as it is Monday and neither of the two fitters have shown up it would be stupid of me to believe that one is off sick now, when actually the chances are they are off on another job now.

My DH thinks we probably shouldn't hand them an invoice for my wasted time for the over-run, and the hours I've spent waiting in today. He also believes an amicable chat this evening should get us back on track, and that I should definitely have something to eat before the salesman comes around. I think a six month pregnant rant where I say exactly what is on my mind is whats called for. Can anyone please help me with an appropriately reasonable set of statements that will communicate my displeasure and get my kitchen finished this week.

OP posts:

wonderingsoul · 13/05/2013 14:50

i wouldnt say anything untill after theve f inished.
how clkose to being done ar eyou? could you tell them you are not happy with it. pay them for the time spent on it and get some one else to finsih it?


Numberlock · 13/05/2013 14:51

I wouldn't deal with the salesman or the shop any more, I would deal with the head office.

Get the name of the head of customer service and write to them with all the details then follow it up with a phone call.

In the meantime, don't pay the final balance and make it clear in the above letter that you will be expecting a discount and ask them to make you an offer.


Numberlock · 13/05/2013 14:52

Also, keep calm and professional in all dealing with them, as hard as it may be.


tripecity · 13/05/2013 14:53

This reply has been deleted

Message withdrawn at poster's request.

LaurieFairyCake · 13/05/2013 14:55

I'm going to guess you've already paid for all of it.


MikeLitoris · 13/05/2013 14:56

If it was me I would be camped outside the showroom telling everyone going in how shit the service is.

Id also be naming and shaming.

Post on fb and twitter?

I really hate shit service


SquirtedPerfumeUpNoseInBoots · 13/05/2013 14:58

they'll talk to you when your DH is at home! Angry

that one remark alone would have me emailing the actual boss, not speaking to the salesman or the receptionist.

Do not pay the balance until it is all satisfactorily completed.

Start emailing now. Keep the emails.


mummymeister · 13/05/2013 15:00

week 5 for a new kitchen - really? that sounds like an awful long time or an awfully big kitchen. as others have said you are in their hands at the moment and now is not the time to lose it with them. how much have you paid (hopefully not all of it) and what % do you still owe. realistically how much work is there still to be done? best way is to get someone round, show them the work to date, set a reasonable time for them to finish it in and ask that this is what they do. then if they fail to meet this kick up a fuss with head office and trading standards if necessary. I would also definitely make them wait for their final payment as long as you have waited over when it should reasonably have been completed.


Lambzig · 13/05/2013 15:04

I would be fuming too, although I wouldn't have believed the timescales either. I think they are probably starting a new job and will be back with you tomorrow. Every single builder I have ever employed has had some injury/funeral/personal situation that has meant they disappeared for a day, neatly coinciding with the job running over.

However, my great aunt used to say "you catch more flies with honey than vinegar darling", so I would be assertive but charming tonight with the sales person and decide what you want out of the meeting. Presumably you just want the kitchen done with, so ask for a new deadline for completion and his personal assurance that it will be met or discuss a discount percentage for every day over the new deadline.

Have they encountered difficulties they weren't expecting which is why it's run over? Have they been there all the time until now?

YANBU though as five weeks of microwaved meals would drive anyone crazy, let alone when you are pregnant.


MarmaladeTwatkins · 13/05/2013 15:04

"I was bundled out of the shop with assurances that the salesman would come and see me tonight when my husband is also home to discuss it"

WTAF??!! Shock

I also got this when I needed a quote for some new windows. The salesman who came said he'd call back when my DH was in as I might forget what he was going to tell me. I ushered him straight out.

I would be fucking fuming. I would also be calling their head office (assuming they have one) to complain about the sexism.


Cravey · 13/05/2013 15:09

Dig out the paperwork and see what the contract says. If it says completion in two weeks you can actually bill them for your time and the inconvenience of the job going over. I would not do anything until the salesperson has called tonight. Ask them for head office number and call them in the morning. Do it calmly though please. But first of all get the paperwork out and check it.


jacks365 · 13/05/2013 15:16

Sale of goods act may be your friend herebt that depends whether the fitting is part of the overall contact or an addition. If it is part of the contract then you can refuse the goods and demand a full refund as not as described ie not completing the work in the agreed time. Do a quick call to trading standards to confirm your rights in your particular circumstances then you'll have a better idea how to deal with them. Sometimes showing people you know your rights and having them correct can get people to jump through hoops.


LimitedEditionLady · 13/05/2013 15:24

Lol if someone told me theyd speak when my husband is home id ask him to ring his wife so i can talk to the intelligent half of their partner waits for ME to deal with everything.
You paid them,its a ask them in store at a higher level if they dont comply id go straight to the highest person.and tell them we are having a party for 50 people i was so excited about showing them my new kitchen but it feels like itll never come...ahhhh.thats 50 people theyll think youll tell.


LadyInDisguise · 13/05/2013 15:25

Agree with Trading Standards. They are lovely people and will help you.

Also if this is a big chain, I would call the head office and Put a complain in.

I wouldn't even bother to get into a big rant tbh. It would only weaken your position. On the contrary, be assertive, extremely business like and demand assurance that work will be completed by x date (very very soon!). Talk about penalties, the fact they haven't stick to the contract. Tell them you've contacted trading standards for advice too. In effect scare them with calm and being business like. These people obviously aren't and they won't like having someone who is business like in front of them.


EuroShaggleton · 13/05/2013 15:33

"I was bundled out of the shop with assurances that the salesman would come and see me tonight when my husband is also home to discuss it"

WTAF? Do they think it is too much for your pretty little pregnant head to handle? That comment alone would have made me see red. I would be complaining to head ofice.


apatchylass · 13/05/2013 15:34

Please tell me it isn't Magnet. If so, they are famous for it. My sister used to have to call them from friends' homes because they blocked any incoming calls from her, she got so fed up waiting for them to finish her kitchen. They never did. If it is them, try Head Office (who don't give a monkey's) and then go straight to Watchdog or a similar high profile media consumer protection organisation.


LadyInDisguise · 13/05/2013 15:39

Yes my parents had huge problem with them. A very expensive kitchen that still looks 'wrong' because they didn't take the right measurements to start with Hmm


ILikeBigBumpsAndICannotLie · 13/05/2013 16:07

Thanks all, its a relief to see that its perfectly reasonable to be fuming.

The kitchen is not big - 12 x 11 foot, but it's a slightly awkward shape, and there are a number of obstacles by way of gas pipes, chimney breast, two new lintels went in, the electrics had to be redone and gas pipework rerouting. All reasonable kitchen work (I think), we understood it was a bit awkward, and half the 11K we are paying has been labour. There have been about six days where there were just one on site, mostly two, and they arrive after 9:30am and leave between 3:30-4:30pm. Theres been a fair few trips out for bits that they need in these times.

We are currently missing some unit doors and handles, have a temporary tap, they can't plumb the dishwasher, the worktops are not fixed down, the room is half plastered, no tiles are up, there is still some carpentry needed, a very small false wall needs building and electrics fixing, no skirting boards, no floor and undecorated.

We do have a final payment due, but its a small independent company that we went with because they seemed more prepared to deal with the obstacles in the kitchen to get us the best use of space. I am tempted to sit outside the shop with a big sign offering tours of my kitchen until they finish the job, but have no real desire to ruin someones business. I just want it finished, to be magnificent, to be able to clear up the mess, get the microwave out of the lounge and the fridge out of the hall, and get my home back now. I also desperately want to have a really massive rant and yes, I am really fed up of microwave meals.

Holding back the final payment for a period equating the delay after I am happy with the build sits well with me, as does a call to Trading Standards but I may hold off on that to see what he has to say to us tonight. It seems a conversation about the schedule for the rest of the work may be the way to go.


OP posts:

FryOneFatManic · 13/05/2013 16:27

I think they are taking the piss regarding timescales. Our kitchen wasn't massive, but needed new pipes and some rewiring. All fitted within 1 week


KatieScarlett2833 · 13/05/2013 16:30

I had a massive kitchen and utility room completely redone including floor and wall tiling in 2 weeks.
Including all plumbing work for dishwasher, washing machine, etc. And electricals.


LalaSalama · 13/05/2013 16:32

If this is a small outfit, have you checked the company's credit rating or looked at their last accounts (although these could be well out of date)? is a useful site. I wonder if he'll be asking you for a further stage payment before he can continue - has he run out of funds to pay the fitters or indeed having to start the next job where a deposit has been paid - are they employees or sub-contractors? Obviously I may be being very negative, but if this is the case, I'd not give him any more funds and find another company to finish it off - is he sitting on the missing doors/handles or any other fittings which you have already paid for? A call to Trading Standards in advance of tonight might be a good idea too.


DontMeanToBeRudeBut · 13/05/2013 16:33

Review your contract and call consumer direct now so you have all the information you need before the meeting. Don't wait until afterwards or it will be a wasted opportunity.


FreckledLeopard · 13/05/2013 16:39

If you do get fobbed off, then make launch a claim against them via Small Claims. That ought to get their attention!


Pendeen · 13/05/2013 16:42

Two weeks programme - was that stated in writing?

In your 5th week at present - have you complained before now? In writing?

Final payment - does roughly equal the value of the unfinished work?

Have you incurred any 'extraordinary' costs e.g. time off work, storage of furniture etc?


ImTooHecsyForYourParty · 13/05/2013 16:47

I would be spitting feathers at the little woman crap!
come and talk to you when your husband is at home? Did he also pat your bloody head?

I recently had a new kitchen. They ripped out the old kitchen, rewired the entire house, bricked up a door, put me a new kitchen ceiling and floor, plastered the whole kitchen and made good in the other rooms, fitted the new kitchen and painted it in 4 weeks.

Your guys should be finished by now!

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