Mum left boil­ing at kitchen fi­asco

The Sunday Post (Dundee) - - ADVICE -

Apri­mary school teacher is de­lighted af­ter Raw Deal cooked her up an £8,400 re­fund for a fit­ted kitchen that never ar­rived.

In Au­gust, mum-of-two Sri­wong Tay­lor paid to have a new kitchen sup­plied and fit­ted at her Ed­in­burgh home.

Na­tional firm Cus­tom Made Lux­ury Kitchens quoted her al­most £8,500 to have ev­ery­thing de­liv­ered and in­stalled by Oc­to­ber 15.

But it wasn’t long be­fore Sri­wong, 53, ran into prob­lems – and to date, still no work has been done at her house.

“I was re­as­sured that the com­pany would ar­range an in­staller for the units and also sup­ply a builder who would be re­quired to carry out struc­tural work on a wall,” said Sri­wong.

“But all I got was ex­cuse af­ter ex­cuse and it be­came clear that the kitchen wouldn’t be ar­riv­ing by Oc­to­ber.

“All I wanted was to have a new kitchen fit­ted by Christ­mas but in­stead I got a cat­a­logue of let-downs.”

Sri­wong said her frus­tra­tions wors­ened af­ter she had to chase up work­men her­self.

“Builders and sur­vey­ors were com­ing and go­ing to the house to mea­sure up but noth­ing was mov­ing for­ward,” she said.

“I was con­cerned about the lack of progress and I was mad with my­self for pay­ing the full £8,400 up front. I was only re­ally re­quired to pay a de­posit of £99 but I had no idea I would run into all these is­sues.”

Sri­wong said new dates agreed for work to be done later in Oc­to­ber came and went and the same thing hap­pened last month. She said nu­mer­ous phone calls and emails to Cus­tom Made Lux­ury Kitchens, whose head of­fice is in Lon­don, went unan­swered.

“The whole thing was turn­ing into a night­mare,” she said. “Dur­ing the school hol­i­days in Oc­to­ber I spent all my time off deal­ing with this.

“I was en­vis­ag­ing that my fam­ily would be liv­ing in a build­ing site over Christ­mas in­stead of en­joy­ing our new kitchen. I had started to dis­man­tle our old kitchen in readi­ness for the work start­ing but for­tu­nately we kept the sink, cooker and oven.”

Sri­wong then wrote to the op­er­a­tional di­rec­tor of the firm to com­plain that the com­pany had failed her twice be­tween Au­gust and Novem­ber – and this had caused her a lot of money, stress, time and in­con­ve­nience.

“But again all I got was ex­cuses and noth­ing was ac­tu­ally be­ing done about it,” she said. “I was ap­palled and frus­trated by the ser­vice and have now got an­other builder in to look at do­ing the kitchen.”

At the end of her tether, Sri­wong wrote to Raw Deal for help and we asked Cus­tom Made Lux­ury Kitchens to in­ves­ti­gate.

As a re­sult, the com­pany wrote to Sri­wong of­fer­ing her an apol­ogy and a re­fund of the full £8,400.

“Af­ter tak­ing ev­ery­thing into ac­count, I feel the best ac­tion is to can­cel your con­tract with us and give a full re­fund,” she was told. “This would al­low your builder to

sup­ply and in­stall your kitchen.”

Sri­wong said the has now put the project on the back burner un­til the New Year and she thanked Raw Deal for step­ping in.

“Enough is enough,” she said. “It is big re­lief that I don’t have to deal with this any more. With­out Raw Deal I could have ended up with no kitchen and no money.”

Sri­wong Tay­lor in her kitchen I was ap­palled by the ser­vice I was given

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