L C.

In August 2016, I requested a site visit to measure for a run of kitchen units, which I had already designed myself using the online design tool, so only measurements would need to be taken. I asked for samples of the door and handles that I had chosen to be brought out so that I could be sure I was happy with my choices and that they would go with the design scheme for the room. I anticipated agreeing the materials, having the measurements checked and signing off on an order very soon afterwards.

Mark the Director came out with none of the samples requested, despite me having been told that he has all of the samples in his car. He mentioned an alternative work surface which I said I would consider, but wanted him to quote the price for it so that I could decide once I had a total price for everything. After the visit he emailed me to request that I confirm the order for the cabinets as soon as possible but did not include a price for the work surface. This quotation he said would follow soon. I was not happy to place an order for cabinets without knowing the price for the work surface (and therefore the total cost) and so did not pay any deposit at this time. The quotation for the work surface never came and I started to lose faith in this company. I decided to look at work surfaces myself that would tie in with the design I was after but I would have preferred for everything to be supplied together. Perhaps I should have listened to my gut instinct then.
A year later having purchased a sink and tap and decided on the type of work surface I wanted I tried again. I phoned Unfitted and asked for another visit, this time with the door and handle samples that were missing the previous year. I explained how frustrated I had been by the previous visit when the samples were not brought and said that it was imperative this time that they were supplied in order not to waste their or my time. I was assured they would be brought.
Mark again visited our home (by now it was early August 2017) and once again failed to bring the samples! The door, he explained, he does not have a sample of and the handles were in the process of being changed over to a different supplier so were not yet available - I was furious to have wasted another visit when they could have told me the samples were not available before they came out and I could have waited until the new handles were in stock and could be brought with him. Furthermore, I asked Mark to double check the measurements for the units before he left (having already measured for the same units the year before) only for him to announce that they would not fit in the allotted space (which had not changed)! So had I placed my order the previous year the units would have been completely useless!
I was by now very keen to get units ordered from somewhere as so much time had elapsed so I asked Mark to send me handle samples before committing, which he said would be available within the next week. All I received was an email thanking me for my order (I hadn't at that point placed an order), together with an order confirmation and a request that I let him know when the deposit had been paid. I reiterated my request for samples of the handles and they did then arrive a week later. I was pleased that I asked for the samples as they were not the colour I was hoping for and so I phoned Unfitted to say that I would supply the handles and also to discuss the fact there was a sink on the confirmation of order that I no longer wanted (having purchased one elsewhere). I was told that no-one but Mark could help me but that he was out of the office most of that week. I was assured that he had his laptop with him which had all of my details on and that they would pass on my number and ask him to call me. THREE weeks later I received another email from Mark asking whether I was going to progress the order or not!
I emailed back to explain some of the communication issues I had had and that I had been waiting for him to call for 3 weeks. He phoned the next day (today) and there was no apology for any of the delays or lack of contact. Clearly this lack of communication is not seen as unacceptable. When I expressed my concern at what had happened he was totally dismissive and claimed the sink that was listed on my confirmation of order (and that I no longer wanted) was not included in the total price on the order as it was merely listed to tie in with a type of unit I had selected which would need a sink. No change in price was therefore due. When I then tried to understand this by saying that had I placed the order I would have expected the listed sink to be delivered and that was he therefore providing a free sink he refused to acknowledge why it was misleading. More alarm bells were ringing. He then proceeded to say that this was a "small order" as if the size of the order should have any bearing on the level of customer service and communications that should be received and I finally acknowledged my gut instinct and we agreed to go our own ways.
I now see all of the other issues with Mark and this company that others have had - dreadful communication, poor measuring, etc and would definitely not recommend dealing with this company based on our and others experiences. I feel we have had a lucky escape.