Here is my actual email to Magnet Kitchens. I am writing to you concerning my dealings with Magnet Kitchens in Kingston upon Thames. KT1 3AY My husband and I decided to have a completely new kitchen and our builder (who had used your kitchens many times before and was very satisfied with them) suggested your brand. We then proceeded to visit the Kingston branch and chose the Nordic model. Sitting down with one of the designers there, we dually designed the kitchen and were very happy with that experience. Shortly after, the kitchen was ordered. Our builder then set about preparing our room ready for the kitchen. The kitchen then arrived and the beginning of the assembly began. Generally speaking all of my complaints following fall into three categories - competency in the design, receiving incorrect parts or no parts and customer service. All of these problems severely impacted on the time taken for us to have a kitchen and the time taken for the builder to finish. Design 1. The first problem with design involved an internal corner shelf unit for saucepans etc that pulled out in the wrong direction and made it impossible to use. Having discussed this with our designer we were told that a replacement shelf would cost almost as much as a new cupboard but we could have a complete cupboard and take out the shelf to use on its own, obviously having to pay for this again. 2. This involved my choice of a porcelain sink. This being very heavy was totally impractical fo the Nordic frame but my builder managed to create supports for it. None of this had been pointed out by the designer at the time. 3. During the designing process, I had asked whether there were any shelves that Magnet sold to hang either side of the cooker. Two were pointed out in the shop that looked great but when an order was made our builder found out that the two shelves had just been made by the shop fitters from left over wood. Receiving or not receiving parts 1. Sent not enough decorative strips for around the space between laminate and draw tops 2. Taps with one rubber part missing 3. Plugs that did not fit correctly There may be other things … Customer Service This was not good. The majority of phone calls made (and there were many) were made to our designer. At no time were there any apologies. Nobody seemed to be bothered or take overall responsibility. Everything was seen to be one individual problem after another with the builder following up everything. Surprisingly, our build did not seem to be flagged up as an urgent priority- a bit of a disaster. In the end our builder began to talk with the manager and then received apologies and offers to deliver parts straightaway. All in all, a kitchen that should have taken one to two weeks to install took 5-6 weeks. This put us to great inconvenience as you can imagine. This is such a shame as I am delighted with the kitchen itself, it looks beautiful. So, I would say that at the very least we deserve a proper apology for all the issues on the project as a whole. It also doesn’t seem unreasonable, having spent £12 000 on the kitchen, for you to provide some financial recompense in order to recognise the inconvenience and increased installer time. No reply obviously Many of these problems seem to directly mirror the ones mentioned above. A very disreputable company