A deeply disappointing experience with Howdens - Buyer beware

[PJQ]

My experience with Howdens has been nothing short of frustrating and disheartening. A defective worktop and base unit were installed due to poor planning—specifically, insufficient clearance around the cooker. Despite presenting clear evidence, including Howdens’ own published measurement standards and those of the manufacturers, they refused to take any responsibility.

Their default excuse? “Your contract is with the trader, not with Howdens.” This is a convenient way to dodge accountability, even though Howdens supplied the products, were involved in the process, and installed the Quartz worktops. At no point do they make this relationship clear, nor do they offer guidance on what recourse you have if something goes wrong.

If you're still considering buying from Howdens, do not part with a single penny until you’ve received the full terms and conditions in writing, including:

• What happens if the product is defective;
• Who is responsible for resolving issues;
• What support (if any) Howdens offers post-sale.

I escalated my complaint to their so-called “Escalations” team within Customer Services, only to be told I’d need to take them to court to prove my case. Most customers don’t have the time, money, or legal resources to do this—and Howdens knows it.

Their responses to negative reviews are generic auto-replies designed to give the illusion of engagement. In reality, they offer no meaningful resolution or accountability.

Transparency should be a basic expectation—not a battle. I wouldn’t wish this experience on anyone.

Did you buy direct or through an installer/trade fitter/builder?

Has anyone had problems with Howdens kitchens and were they resolved? All the doors and drawers in my 5 year old kitchen have warped - by up to 6mm. There are no damp or moisture problems in the house (we monitor humidity and temperature). So I think this must be a problem with the product. Doors are Shaker stile. Has anyone had this problem, and have any idea why this has happened?

I have a howdens kitchen - it was done more than 10 years ago. I don't have any issues - my own regret is that I didn't get a larger depth. It hard to give advice as I don't know anything about kitchen but from what I remember someone came and measured the kitchen.

Its up to the fitter to ensure units are fitted correctly and the fitter will ask you to get alternative units if incorrect ones have been supplied.

They are correct to say your contract is with the fitter, not the supplier. They were always very clear with us about this.

Kitchen measurements are never an exact science and a really good fitter is the difference between a successful kitchen or not.

Have you discussed this with the fitter at all? What did they say?

I thought that Howdens was 'trade only' and that consumers couldn't buy direct?

It is an opaque set up though, as Howdens will design a kitchen for you, and provide a detailed list of parts required for the design. But they won't let you buy them direct - and the price you pay depends on how much of the rebate and margin your fitter is willing to give to you.

But this is all apparent up-front, so I am not sure why the OP isn't just taking this up with the fitter, with whom she has a contractual relationship. Now, the fitter might do what a retailer often does and tell you to contact the manufacturer, but the contractual relationship is with the fitter and it's them that she needs to pursue.

The problem is if you go to Howdens and design a kitchen, and then give the design to a fitter they might say they were only installing what you designed, and any problems with clearance were a design issue, and they didn't design it so it's not their problem. I guess that is where the OP has ended up, and a solution probably lies with Howdens willingness to extend some goodwill to the fitter, which they might if the fitter buys tens of kitchens a year from them

Bought through a builder.

I recently had one supplied by Wickes. Their customer service was excellent as was their design team, I’d recommend them.

I have flooring from them that is peeling up, getting bits coming off and also bowing in the sun. They have blamed the fitter and will not take any responsibility. I am reporting them to trading standards as they are not honouring their guarantees. Originally they tried to fob me off with water damage as per joiners take on it. No one is assisting and I have to get a new floor (issues started after less than 1 year of it being laid!

Is this an AI post? I know people think they make it easier to write clearly, but they really don’t. It usually reads like a marketing piece and lacks any relevant detail that people might want to read on a forum to give a meaningful reply.

But Howdens are right, they don’t deal with the public (presumably for this reason). The deal with professionals only who should know what clearances are required. If they were incapable of ordering the right things based on their knowledge of your kitchen, that’s on the fitter, not Howdens. Your fitter - who you willl have a contract with - should be making you good on this. If they then have a loss with Howdens that’s their problem, and they should probably stop fitting Howdens kitchens.