Vance miller aka martin sersen the-kitchen factory
Consumer Report

Dear Sir/Madam,

I am emailing you as I am having real problems with your Customer service department Namely 2 girls 1 called Katie or Cady, and the other Davina or something similar to that. I shall start at the beginning, as this same email is being sent to Trading Standards.

On Monday the 10th September I contacted your sales department to arrange a design visit, the service was great and prior to the visit I was contacted twice to confirm the appointment, my point being that your company had no problem making contact with me then.

Sales rep Saf turned up as agreed on the 12th Sept and sold us a complete white ash MFL kitchen which consisted of

1 x 600 base £100.00
1 x 800 base £150.00
1 x 600 pan draw £175.00
1 x 600 o/k £100.00
1 x 1000 cur 500 door £150.00
1 x 600 wall £100.00
2 x glass wall 500 £260.00
1 x 500 wall £100.00
2 x 600 wall £200.00
1 x 300 door £45.00
5 x wall ends £150.00
4 x base ends £90.00
1 X breakfast bar leg £30.00
soft closing for all £200.00
2 x down lights £10.00
3 oak real wood
work tops £945.00
2 x cornice £80.00
2 x pelmet £80.00
2 x plinth £60.00
1 x sink £200.00
1 x extractor £230.00

Total cost after discounts £1400.00 £50.00 of which was paid in cash to Saf at the time as Agreed, the balance to be paid in cash to the delivery drivers who came on Wednesday the 18th Sept. As I am sure you can appreciate it is not possible to check the entire delivery whist the delivery drivers where there, and we quite accept that there is a possibility of items being missing or damaged, which is fine providing we receive the after sales care and these are replaced? However this is where it is going horribly wrong.

So as per your terms and conditions we dutifully checked the items and started to report any missing and damaged items, as we understood we have only 7 days to do so, again this seems perfectly reasonable, so first call was made on the Wednesday 19th and we report damaged 400 door, we spoke to Katie or cady as she is never clear on what her name is, and she advised that as our delivery was only on the 18th she did not have delivery notes back, so we needed to call the next day. So as advised we did just that. This time we had more to report which are as follows.

Damaged 400 door
all 3 real wood oak worktops bowed and not fit for purpose
all cornices missing
all pelment missing
1 x soft close draw runners missing

To which we got the following response "right ok, right ok right ok I'll get the paper work" when we ask what happens with regards to replacements we are told the pelments and cornices are out of stock. Now I ask why was an incomplete kitchen deliberately delivered to me, the delivery should have been delayed until all items were in stock as as per your instructions I had my fitters start the day after delivery, but of course you were no doubt keen to get the delivery delivered and take the cash you so keenly insisted on by paid by, your response to the 3 real wood not fit for purpose worktops was that you had no more and you had 20 days to either replace or refund, which yes is in your terms and conditions, I got no response regarding the damaged door. Now we have been calling every day and been put on hold while the 2 aforementioned girls "look" for the paper work and response with "right ok right ok, then more hold and then hang up on us. So this has been Wednesday, Thursday and again today when we ring to report missing soft close draw runners and ask when are we getting our missing/damaged items, today with our 7 days reporting time running down they now claim to not be able to find the paper work, and giggle to each other and be rude followed by more hold then they hang up. I work in a call centre myself, a professional one I may add, and this behaviour screams of them constantly putting you on hold in hope that you hang up, I'm sure there is a regulation against that. Is this how you are happy to operate? This is just the thing that trading standards and other governing bodies are interested in, and be assured that I will be relentless with my complaints until I get some satisfaction. I could cope with your delivery times for replacements if I had any confidence that we were every going to get them. Do bear in mind that I still have your bowed work tops which again trading standards will be very interested in.

So I would very much appreciate someone contact me, just as you seemed so capable of doing prior to relieving me of my money and then continuing to provide a horrendous after sales service, so that you can deliver to me items which you knew were out of stock but didn't feel the need to advise of this, and also replacing or refunding me for damaged goods. With regards to the out of stock items your in breach my taking my money for items you knew you could't provide.

Regards

Company: Vance miller aka martin sersen the-kitchen factory
Country: USA

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