A month or so before COVID we ordered a fitted wardrobe for the bedroom. We'd just moved house and remortgaged and had a some left for home improvements, the wardrobe came in at just under 3k which to me is an eyewatering amount but it should at least last us a few decades.
We had it all designed, chose the colour and the handles, drank coffee in their showroom and eagerly waited the agreed 3 weeks for the wardrobe to be manufactured and fitted.
The fitter never showed up and after a call we found the wardrobe wasn't complete and still needed a few bits making to finish, fair enough, then of course COVID took over and we've only recently been able to arrange fitting after lockdown was lifted.
A couple of days were arranged and we endured no-shows and had to rearrange, all juggling work and ensuring someone was in. The wife is a counselor working with the relatives of cancer victims, some of who had to be rescheduled, I work nights so slept on a camp bed downstairs, only for nobody to come round anyway. Phone calls produced the standard excuse of "the last job the fitter was on overran", "the factory made a mistake and are doing it again" ,"they lost a door so had to make it again" ,or "they're just finishing it now".
Eventually a wardrobe was delivered and the following Friday a couple of fitters installed it. Except there's no doors, and other parts are missing. "we'll get the doors and fit them on Monday" .Of course, today is Monday and the doors still haven't been manufactured (as usual, we had to chase them). Wednesday is the day now apparently but i'm not holding my breath.
To make matters worse, when we looked at what has been delivered and installed it's completely different to what we agreed on, lots of internal shelving is simply missing and has been replaced with a hanging rail.
The fitter let slip that the reason the doors hadn't been made was the company had hit their 50k credit limit with the factory and all manufacturing had stopped until they settled the tab.
Overall the whole experience has been a disaster and there's no real sign of it being sorted out. I'd checked the company out online and they had some good and some bad reviews but we had a personal recommendation so decided to go with them. A little more digging revealed a catalog of negative reviews, all similar to our experiences, some were much worse. Households left without a kitchen at all for weeks on end, stuff arriving and not fitting. One guy even has a youtube channel devoted to his botched kitchen installation that never got finished! The company offers to pay some customers to leave good reviews and one 5 star review was even left by the managing director!
One reviewer revealed they had to make a section 75 claim to their credit provider to recover money paid for a botched kitchen replacement.
A look at companies house shows a company with the same name was dissolved in April 2020 but there are several similarly named companies registered at the same address with the same directors listed. All very odd.
It feels good to have a while about it all, although i'm absolutely kicking myself now for not doing more research and heeding the bad reviews online. We paid half of the total via credit card so if things do go completely tits up there's always section 75 that we could perhaps claim on.