Independent kitchen retailer - seems to be fraudulent

[philomena15]

We have ordered for kitchen and Wardrobe for bedroom from an independent Kitchen company in Crouch End, London. We have never been to the showroom but ordered as they are bespoke and reasonable price. Designer was very nice so we believed them.
Not even a week passed. We have decided to cancel the order because we felt that the response for design change has not been good. We have paid 25% cost already and the remaining is loan from bank. After cancellation with bank, the kitchen company is saying that they have started to manufacture wardrobe and can't agree to pay back our money and saying we can't cancel the order now. Even Surveyor has not come still. I feel that they are trying to take my deposit money without paying back. In contract, it is mentioned that we have 14 days cancellation which is customer's statutory rights. Anyone here please help me how to talk to the Director of the company through email to get back my deposit money.

Just googled and the 14 day cooling off period doesn't apply to bespoke items so I'm not sure you have a right to your deposit back I'm afraid.

Doesnt sound like fradulent to me. They designed something. you agreed it was what you wanted and placed order. you paid deposit so they started to make it specially for you. so they have spent money on materials and labour. now you have changed your mind on what you want. you need to talk with them about what the options are to get what you want now. it may cost you more

I suppose it's possible they are making it to order, but much more likely they have ordered the cabinets and doors from one of the huge factories turning these things out by the million.

Have they quoted a delivery time of 7 days? If not then the order is probably in a stack of other orders and not yet reached the top.