DIY Kitchens
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Excellent Customer Service - Terrible Quality Control
Generally speaking the vast majority of the process has been very good. The delivery window/arrangements are not hugely helpful if you work out of the house full time but it is clearly documented at the point of ordering. The £30.00 design fee is 100% worth the money, the customer service there, and all the way through the process has been excellent and those people should be commended. Either by email or phone they are prompt and knowledgeable. The kitchen fits perfectly and the AEG appliances have all been spot on. However (hence the 3 stars).. the amount of items we have received with either damage or manufacturing fault has been ridiculous. Our kitchen had about 20 units and we have had several door fronts, plinths, fillers and drawer fronts which were clearly either damaged or suffered a fault in manufacturing. Scratches, chips, rough finished and poor paint finish. To make things worse, some replacement items have arrived in similar or worse condition than the originally faulty item. How?? Obviously through the fitting process all items are opened over a period of days/weeks, so we have had a lot of back and fourth. I could find minor discrepancies with lots more of the kitchen in terms of finish but at this stage I literally cannot be bothered to keep emailing them, just to receive items that will probably be damaged or faulty again. It is such a shame as the build quality is good, and overall it looks lovely. But DIYK, your QC processes need serious review. There is absolutely no way most of the damaged or faulty items we have received have been properly checked by anyone, or at least anyone who is interested. I am now about £500 worse off to date as I have had the fitters back on three occasions to replace damaged items as each time they take approx. a week to arrive. The customer service to arrange replacement items has been very good, but as a whole you are being massively let down by your QC processes, with what would have otherwise been a great experience.