Alex

Mar 16, 2026

Pricing Error & Extremely poor comms

We placed an order with Diy-kitchens, paid them a significant amount of money and had the order confirmed. We booked our fitter and then 2 days later I received 2 emails from them. The first suggested a tiny amend to our order which would incur a small additional charge - which iI accepted and asked how I made the the additional payment. Then followed a second email stating that due to a technical issue with their website, we had been undercharged and we owed them significantly more. Apparently, they (due to the technical glitch) had inadvertently not billed for the doors, and even said that the amount we were charged was not reflective of the actual basket price at the time (which it absolutely was and very much appeared to include the doors!). Their email didn’t even indicate the price delta they thought there to be. I duly responded in an email saying that in the circumstances I thought they’d should honour the price we had paid, especially as they had accepted the order. I then decided (in the circumstances) it would be better to be able to discuss this over the phone, so I called them and tried to speak to someone about this. I was told after being passed round 2 departments that the person who deals with it is not contactable by phone. At the time of writing despite multiple requests I’ve still not 1) had confirmation how much more they wish to charge us, 2) had someone call me 3) had an offer of some gesture of good will. I’ve just been told they are sorry and we have been undercharged. If you’re after i) a relatively stress free ordering experience, ii) staff who you can speak to over the phone to discuss a significant issue, and most importantly iii) clear transparent pricing that is not subject to change, I do not suggest choosing this company.