Total disaster from start! A guy turned up for a survey, unfortunately my wife had to go out. So i had to stay in for whole day until 2pm to make sure the visit goes smoothly. After few questions this guy asked if my wife is in and that he won't be able to do anything unless my wife is also in. He called their manager, on speaker manger said "what part of if "your wife must be in" he didn't understand"! I was like are you serious now! How rude can someone be?! The surveyor was saying this is company policy! I told him, I have booked for this visit, i will be paying for the kitchen, i will be making the final decision and yet you are willing to lose a customer for this stupid policy?! In this modern world, as a family we can't simply decide to stay in together whenever we want! Decisions are made and can be changed, as a service provider you should cater for your customers need. You are dealing with humans and not robots! The whole experience was just nasty and it was not about customer! Zero level of understanding of customer service! The surveyor packed his stuff and left!!! I phoned in to complain, few minutes later customer service called to offer apology and explain policy! Thanks, but you have ruined my day and mood, lost a customer because your company can't cater for their customer's need... It's like a robotic company making decisions! In credit to their customer service, he explained that disagreement between partners can cause further complications later on! I can appreciate that once it was explained nicely! However, they could listen to their customer and work around their personal circumstances. With my kitchen in size of peanut, surely anything could be an improvement (oven dates back to at least 30 years ago)! If I was planning to surprise my wife, this would obviously be out of window!!! Stay away from this company, unless you have a solid never to deal with the consequences. They are far better companies out there with better customer service and understanding!