Its really difficult to know where to…
Its really difficult to know where to begin as our experience has been so awful, on so many different levels and for such a long period its hard to communicate just how bad it is! I will try.
Brookmans first delivered the kitchen on the 13th June and my kitchen is still in progress as we speak at 22nd November almost 6 months later. Many items were delivered damaged, many items were then damaged when installed by their installers, some items have never even been installed and some items have never been delivered and on some occasions I have bought the items separately myself to try and keep things progressing. I will pick out a highlight or two to put some meat on the bone, so you know what to expect: we had 3 different and incorrect basins delivered, some items arrived 3 months late, two items never arrived so I bought them myself, some items arrived that were not even ours, many items had multiple damages. I will now give you one example of trying to receive a larder door that we ordered: DOOR 1 was bowed so new one ordered. DOOR 2 was damaged in 3 places one with an actual hole through it in one place, new one ordered. DOOR 3 was wrong handed, new one ordered. DOOR 4 was bowed, new one ordered. DOOR 5 A few months later door 5 arrived. Now imagine multiplying that experience with numerous different items each with separate faults most of which are dealt with separately by different people who are completely unaware of what has happened before so you will often have new conversations about the same problems and still not get anywhere (even though it is all meant to be logged). And no this is not an exaggeration. Its quite staggering.
Less importantly they also installed the dishwasher incorrectly so it flooded the kitchen and damaged the units. Its sad to say this, but I gave up on that. Is it worth fighting with a company for a few thousand in such a shambles and lack of governance? Where will it get you and over what period of time?
Its really unusual for a company to be in this kind of state and still be operating.
To sum up they really should be ashamed of themselves by treating customers with such contempt. Be prepared to be completely blanked with no response to emails or calls not returned for weeks even if you call every day. I would urge you to carefully read qualified reviews before you are tempted (and you will be tempted) by their impressive kitchens, glossy paperwork and uber smart London showroom and genuinely lovely salespeople. Nothing will quite prepare you for the difference in approach once you have paid and the back end process begins. If they are saying to you they have changed - they have not - this is my experience right now 7th December 2022 and its perhaps worse than ever. As I look back on my decision to go with Brookmans I find I am somewhat embarrassed with myself, I was warned and read some reviews like mine, I still proceeded. It was a real mistake. I run a successful company and have a great B/S detector and rarely get caught out. Now I am warning you.
Update December 2022 still no contact. Nothing...
Further updates to come...