Faulty kitchens and knowing your consumer rights is crucial.
One of my followers contacted me for advice on a faulty kitchen with a well-known retailer, which shone a spotlight on a common problem affecting consumers everywhere. Your consumer rights are enshrined in law and retailers will never make it easy for you to reject a big-ticket item.
WHAT ARE MY RIGHTS ON FAULTY KITCHENS?
You are entitled to a refund, repair or replacement on faulty kitchens.
You only need to give a retailer one opportunity to remedy the same fault.
The retailer is responsible for the collection of faulty goods.
CONSUMER RIGHTS ACT 2015
When you buy goods such as a fitted kitchen, the Consumer Rights Act 2015 states that it must be fit for purpose, as described and satisfactory quality.
The Consumer Rights Act 2015 gives you an implied statutory warranty in law for up to 6 years in England and Wales and 5 years in Scotland.
HOW DO I COMPLAIN ABOUT A FAULTY KITCHEN?
Gather your evidence. Take photos of the defective parts and shoddy workmanship.
Always put your complaints in writing so you have a paper trail as evidence. If you make any phone calls, always get the name of the person you spoke to (preferably at the start of the conversation), and follow up afterwards by email to confirm what was discussed and agreed.
Put a deadline on everything, especially within the first 30 days as retailers will often try and drag it out so you are past the short-term right to reject under the Consumer Rights Act 2015.
Retailers will never make it easy for you to reject a big-ticket item. Staff will be primed and trained to deflect common complaints with stock responses. A Manager will never return your call. That is the most common fob off of all!
Contact Trading Standards if necessary. A cursory glance at reviews online will reveal common themes and complaints with many traders that can be used to support your dispute.
CAN I GET A REFUND ON FAULTY KITCHENS?
You are entitled to a refund if the kitchen is beyond repair. The retailer may make a deduction for wear and tear once 6 months has elapsed.
You may also be entitled to any consequential losses (out of pocket costs) you have incurred as a result of the retailer’s negligence.
ALWAYS PAY AT LEAST A DEPOSIT BY CREDIT CARD
Any goods costing more than £100 are jointly covered by S75 Consumer Credit Act 1974, even if you only pay 1p deposit.
This means that the credit card provider is jointly liable in the event of a dispute on faulty goods or shoddy workmanship.
It is a free insurance policy so use it.
You will need to press hard on this and cite ‘breach of contract’ under the Consumer Rights Act 2015, as claims are often rejected on the first attempt.
HOW MUCH DEPOSIT SHOULD I PAY FOR A NEW KITCHEN?
Kitchens are costly. You can probably expect to pay at least 40 – 50% deposit with a final payment on delivery.
IN WHAT CIRCUMSTANCES CAN YOU INSIST ON A REFUND ON FAULTY KITCHENS?
You can insist on a refund if the kitchen is broken or faulty.
HOW LONG ARE KITCHENS GUARANTEED?
A warranty on a kitchen will vary between suppliers. It can be anywhere between 5 to 25 years. The more expensive and bespoke the kitchen and units are, the likely they will have a longer warranty.
Nevertheless, the Consumer Rights Act 2015 gives you an implied statutory warranty for free for up to 6 years in England and Wales and 5 years in Scotland. This trumps any warranty given by retailers.
IS A FITTED KITCHEN COVERED BY BUILDINGS INSURANCE?
Buildings insurance covers the cost to repair damage to or rebuild your home structure. This includes windows, walls, roof, outbuildings, fitted kitchens and bathrooms. It also provides cover for damage caused by events like fires, storms and floods.
You do not have to rely on your buildings insurance for a remedy if the kitchen is faulty in any way, so do not be fobbed off.
The Consumer Rights Act 2015 applies as goods are to be fit for purpose, as described and satisfactory quality. You are always entitled to a remedy.
IS A KITCHEN CLASSED AS BUILDINGS OR CONTENTS?
Insurance policies usually class a kitchen as buildings, while carpets are covered under contents insurance.
CAN TRADING STANDARDS GET ME A REFUND ON FAULTY KITCHENS?
Trading Standards can take a business to Court or stop them operating, but they cannot help you get a refund.
KITCHEN FITTING DISPUTES – FAULTS WITH FITTING KITCHEN UNITS AND POOR WORKMANSHIP
Raise issues straightaway if you are not happy with a kitchen installation or unhappy with a new kitchen.
Give the trader a chance to put things right. Mistakes happen.
Be fair and reasonable and compromise if necessary. Traders have rights and expectations as well as consumers.
Keep an accurate record and bullet-point a timeline of events and communications with names, times and dates. Put everything in writing wherever possible.
SMALL CLAIMS COURT
You can take your claim to the Small Claims Court, although this has to be seen as the last resort.
You will be expected to prove that you have tried to resolve your dispute with the retailer first.
There is a sliding scale of fees which are refundable if you win your case.
Put everything in writing, stick to the facts and bullet-point the timeframe so it is easy to follow.
Try to resolve the dispute by telling the retailer why you intend to claim against them, suggesting a timetable with actions you want them to take.
Ask if they have a complaints process. You need to give a retailer every opportunity to settle it before you take legal action.
If you have exhausted all those options, you can complete a Small Claims form online via www.gov.uk/make-money-claim – but do not submit it yet.
LETTER BEFORE ACTION
Send a ‘letter before action’ to the retailer with a copy of the Small Claim form, telling them you are giving them 14 days’ notice before proceeding.
A ‘letter before action’ simply puts the retailer on notice and gives them one final opportunity to settle your case.
You can send it by email. There is no legal requirement to use recorded delivery.
Have you had problems with faulty kitchens? If so, how did you resolve it and what was the outcome?
Hi,
My kitchen doors are peeling, the laminate is coming off the door. It’s under warranty but the installation warranty only lasted 1year and I’ve had the kitchen for 7/8yrs now but it’s still under warranty for the doors. The company however won’t cover the cost of labour to replace the doors, they will simply supply replacements. They also offered me money to keep the kitchen as is but it was a few months ago. When I recently asked to take the money the latest offer was half the original! Apparently to account for depreciation! Do I have any rights here? I’m at a loss as to what to do. Thanks
My mother had a kitchen installed approx. 3 years ago and last year the doors started to delaminate. Today they sent a full set of replacement doors and they are also faulty ( they have clearly recognised they had an issue with the original wrapped doors and the replacements are painted but the paint is peeling off as they are being unwrapped). I asked about a refund as we have lost faith in the manufacturer to be told any refund would only be for the faulty doors not the cabinets, cornice, light baffle, plinth etc. Several of the units are custom to this manufacturer so we cant get replacements elsewhere. Are we entitled to a full refund for all the furniture or for only the items which have failed.?
I bought my house earlier this year. The house was built in October 2020. I noticed a few weeks ago the ‘covering’ on the integrated fridge and freezer doors has started to ‘bubble’. I have contacted the kitchen company and they have responded saying that the guarantee (6 years) only applied to the original house owners and so was no longer applicable.
Is this correct? They have quoted me £800 to replace the 2 doors.
Hi I’ve had my kitchen fitted just over 12 month the cabinet doors are timber, since been installed I’ve noticed movement on door styles, I’ve sent one of my doors back to the company ive bought them from and they done a moisture test reading which shows 13% moisture in my door, they saying it’s quite high and it’s down to my environment in kitchen, not how it’s made is this correct or are they just trying it on, thanks mark
I acquired the keys to my new property at the beginning of November, however, I continued to rent the flat I was living in for another month as I had arranged for a new fitted kitchen and bathroom to be installed on 20th November by Instyle Kitchen & Bathrooms in Paisley. I am sick of sending emails listing faults, to the point where I realised they hadn’t actually finished completing the kitchen at all. I had a socket, with nothing plugged into it stuck behind the washing machine which had been leaking! There are so many problems. I requested they send someone to inspect both the bathroom and kitchen, which they said they would. They sent out one fitter on 22nd December, who had to return again on the 23rd, yet there are still faults in the kitchen and bathroom. It has been an extremely stressful time for me and I am fed up having to chase this company. I tried to contact them today but their voicemail says they are closed until Thursday 4th January! Can you direct me to where I should go with this please?
We just received our new kitchen and the units are the wrong colour and not timber which we asked for but neither the kitchen designer or company are accepting responsibility. Despite me providing them with evidence.
Please can you share your thoughts on next step.
Hi – I wonder if I have a leg to stand on? Back in 2017 I spent a lot of money on a brand-new kitchen. It was sold to me as a quality kitchen and my mind should last a good 15 to 20 years. In the last four months I have had two of the kitchen doors delaminate. One has been replaced, the other unfortunately will not be replaced by the manufacturer. The manufacturer is a company called OS doors and they deal with trade only not the end user and I have been told under no circumstances will they replace the door for me. It is currently 4 months outside of the warranty and apparently they no longer make the colour of kitchen door that I have. I think I have an argument to say that it’s not fit for purpose, but I’m wondering if I have a case because it’s out of the six year warranty. To my mind because I’ve had two doors delaminate of which both were heat related issues – as one is a dishwasher door and one was by the oven, I think the doors were faulty. Can you help me please?
I have so many problems with my new fitted kitchen do I post here for advice
We had a kitchen which was supplied and installed by Wren Kitchens back in 2022. The initial completion was supposed to be in October 2022. However, it went on till about January 2023, and kitchen consist of a mental, which is the focal point of the kitchen and the first mantle that was delivered was badly damaged to which Wren were placed on arrival For the first replacement, the colour was completely different to the rest of the units which we informed read about. They then went on to advise that they would send another replacement when the second replacement arrived. This was also the wrong colour and then a 3rd to which we came to a point advising them that look we can’t keep on ordering lentils. You really need to get the colour white to which we were advised that it might not be possible for them to get the correct colour And They were offering a refund just for the rental. We advise that is not good enough as the weather is a point of the kitchen and it’s just completely different colour it’s nowhere near and if they could be so kind as to try and at least adhere to getting a better colour batch for the mental as it spoils the rest of the kitchen being the colour that it is today. We have received an email from them again advising us that they are not going to send a new mental and they’re not going to go into trying to colour match it for us and the best they will do as a final Result will be to just refund the money is for the mental. My question is where do I stand? I’m really not happy about the mantelpiece being the wrong colour and that Wren had completely said that they are not going to try and resolve it now and they are just tried to buy yourself by paying for the mantle. It’s a very expensive kitchen we spent thousands of pounds because of this it’s just not looking right. What are my rights as to perhaps getting a bigger compensation or even getting the whole kitchen taken away and replaced. I do feel a bit down hard ETA you may feel it’s a bit much to have a whole kitchen replace but it is our years savings gone into buying this kitchen and it should’ve just been right and they’re not fulfilling their side of the Sales not to mention it’s taken so long for them to even get things sorted. Can you advise please!
Hi, I bought a kitchen from a local showroom in 2016. Since then I have had several doors replaced due to, what I believe to be a failure in the doors wrapping and painted finish. The manufacturer will no longer accept that additional doors have faults developing on them leading to water ingress. The kitchen has a 25 year warranty, who is responsible the manufacturer or the supplier.
I fitted the kitchen and am pretty satisfied with it except this continual failing of doors. I paid nearly £6000.
I’ve had a bespoke walnut ply 60’s style wall units made with Formica and glass sliding doors. My own builder fitted the carcasses but the doors were delayed. I can fit these myself because the slot in without hinges.
Now they’ve arrived it’s apparent the grooves (which should be bigger at the top so you can slide the door into the space and then drop into the lower groove) are the wrong way round. Either my builder has fitted the units upside down or the units were incorrectly marked. They had ‘top’ routed into the back of the units and the builder says he installed accordingly.
If he fitted upside down, it’s for him to correct that. But if the units were incorrectly labelled then who is liable for paying my builder to correct the mistake?
Also holes have now been drilled into the units to fit them which may be visible if turned upside down. Please advise.
Hi, we had a new kitchen fitted late last year which we bought from a small independent retailer. Several of the doors were delaminating on the edges and they were replaced.
On using the kitchen the doors started to get marks on them from being opened (handless kitchen) and water marks where water has splashed. When I tried to clean the kitchen the marks could not be washed off. The kitchen retailer replaced the doors. However this is now starting to happen again with the new doors.
The retailer has arranged for the sales director of the company to visit us tomorrow, what are our rights please?
If the same problem is going to happen again, can we ask the retailer for the kitchen to be replaced with a kitchen from another manufacturer at their cost? Or are we entitled to a refund and have to start again?
We bought quartz worktops from another company but through the kitchen retailer, what would be the position with them as they would need to be removed and refitted?
Any advice would be appreciated, thank you.
We had a kitchen installed in 2015 by a kitchen company that stopped trading a year later
3 years later 2018 we had all the doors replaced by the original supplier as they were vinyl and peeling off we payed for refitting In 2022 this has happened again . We have informed the supplier who offered 30% off and replacement . Surely the warranty of 5 years still applies to replacements in 2018 and the kitchen not being fit for purpose ? The fact they replaced first time means they accept responsibility that the quality is inferior?
Advice would be greatly appreciated
We had a £13,000 kitchen installed by Wren, or more importantly their outsourced fitters. Kitchen was fine and we used their fitters to do some extra electrical work which we paid them direct for. Subsequently, our cooker hood needed fitted about 2 weeks later after tiling had been completed. Wren sent another contractor and he blew our power in the kitchen when installing the hood. Wren are claiming that he denies this and he won’t fix it. Am I right in thinking Wren are liable for this as it was their fitter and part of the original order not the extra work that we paid separately for?
Hello. I purchased a PWS kitchen last year through an independent kitchen supplier who subsequently stopped trading about a year ago but are still active according to Companies House. Issues have begun to develop with some of the units. They have not responded to the e-mail I sent to their “customer care” address that is showing on their online information. I contacted PWS but they are unwilling to help, stating that the warranty was with the kitchen company and not with myself as the consumer. Does this mean there is no recourse for compensation? At the moment the issues are small in number but I am concerned that more might arise over time and that I might end up being financially penalised for faulty goods. Thanks for any advice on this.
I had a kitchen fitted and building work done by Kessler kitchen about 20 months ago – I have had continual issues with paint peeling off and damp patches – got to the end of my tether with dealing with them so got a damp specialist in – they have advised I have quite a big damp issues – which requires the newly plasters walls to bd stripped down – the new kitchen will need to be taken out. So the plaster can be removed and damp sorted. The damp would have been there when the kitchen work was done – the new plaster has clear evidence of not drier but was just covered up. Am I within my rights to request Kessler to remove the kitchen units and reinstall them once damp work is done with no additional charge?
I purchased a kitchen from Wickes. Installation commenced 18 April 23 and are yet to be completed. It has been one drama after another.
Despite a complaint being raised and escalated, Wickes have been given opportunity to remedy the situation on more than one occasion.
The installation manager has now said that the kitchen needs to be re-designed, removed and reinstalled. After 4-months this is beginning to be a bit of a headache. Throughout there has been fitters turn up which required days off of work, with nothing being actioned.
As such I have informed the Ombudsman on this. Wickes; however, are still after full payment. Whilst I do not expect this for free, from reading the Consumer Rights Act, a sizeable discount should be applied. Wickes constantly ignores this.
Where do I stand?
Hello. I purchased a kitchen from Wren and i want to know if i can get some compensation because they are liars. On magazine it shows you some kitchens with prices like 3000-5000 pounds, but when you choose the same amount of cabinets you will go up to 13,000. They state you can choose from 9,000 different colours. I chose Infinity plus handleless white for wall units and navy blue for base.They said for that colour combination you have to choose different design.I ended up with a bad silk design (Milano linea).
Anyway the biggest problem started when i chose to fit my kitchen alone and i realised they don’t sell units ready to fit. I mean they sent me the worktop without holes for the sink and hob and they also sent me a lot of pieces of wood (panels) which i have to cut to dimension and attach to my cabinets. I assumed the reason they lied to us could’ve been because i payed 7,500 for the kitchen and i have to pay 4,000 for Wren installer or almost the same money for a joyner to hire him to cut pannels and worktops. I already payed 750 pounds for worktops, because for natural wood you need a special tool for cutting.
On the end if you want a kitchen from Wren you must add at least 3.000 pounds above the initial price. And they never said to be aware that the kitchen is not coming ready to fit. Even if you choose a flat pack from Ikea, that would still come with everything cut to dimension.
About me:i already fit 3 kitchens before(in my country),so i’m not a begginer.
Hello. I purchased a howdens kitchen and spent £17000 the kitchen just isn’t good and every time I have an issue with my sink or dishwasher I have to replace the kick board because it is glued on and this is the kitchen design. I want my money back and I will purchase a new kitchen from someone else. I do I do this.
Thank you for the advice.
Who covers the cost of kitchen being uninstalled and refitted? Paint on our new kitchen is peeling off. We are trying to resolve the issue with the kitchen company. The quartz is fitted, electrics done but the kitchen has been wrapped and never used because of the paint issue. Will the kitchen company cover the cost of quartz removal, refitting the kitchen and doing any decorating, electrics and water? We were told the cost would be around £10,000.