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?
IKEA fitted kitchen
Hi we have had a kitchen fitted last year with. Nothing problems they left hole in wall cupboards not fitted correctly oven wonky and sticking out all doors mark when touched now our worktop has started to raise and they said it’s discolouration and not covered as they say wear and tear the hole process has been a nightmare paying to have kitchen fitted should have took a week went into 2 months still had to sort issues out ourselves
Not sure where to turn as mo what next
Thanks
Morning,
We have 9 units that are not measured correctly, doors incorrect sizes, end panels missing, delayed kickboards, cupboards not drilled with holes for hinges or shelves, shelves missing, wrong hinges supplied, no batten for end panels, drawer that sits underneath the hob is to big as extractor sits in it, sink units fitted just using silicone & wood supports while it goes off – no other support, oven unit too high for use as I’m 4’11. supplier now refuses to have any communication with me (just my husband) due to my tone! avoiding my fitters calls & locked shop & hid in back when he went there. Am I entitled to compensation? Took time off work, numerous illnesses due to stress! No kitchen sink for 4 weeks, loan hob promised but never arrived & then 4 weeks later owner said we were going to bring it but thought you might punch me in the face!
Evening . The end panels and some of the doors in my wren kitchen are showing signs of delamination after only 4 years. After a few emails and pictures sent , they have agreed to replace the doors etc and they are due to be delivered in a week . However I mentioned in my email that it is very unfair that I now have to pay someone to replace the problem doors and end panels and I even sent them a quote from a local carpenter. They have just said that as we didn’t have the kitchen fitted by then that they wouldn’t fit the damaged products. I don’t need them to fit it but am I within my rights to say they should pay as the goods are faulty.
Thanks
I recently had a kitchen fitted by Wickes during installation they mistakenly cut my broadband cable without telling me, tools weeks for BT/openreach to resolve it which included running a new wire through the garden and drilling a new hole in the front wall, as well as 5 appointments all of which required me to leave work early. On top of that there was numerous of faults with sockets, tiling issues, leaking drain pipe from washing machine all of which was down by themselves. I took weeks to finally get hold of someone and even after all the photos of evidence I sent they agreed there was a mistake made and offered a merely £50, which I quickly declined. what’s the best channel to proceed as it’s dragging further and further on. Thanks
Hi, I’ve had a fitted kitchen from Wren in their top range and spent over 30k on it. Its not been right since they fitted it with bowed doors reported and delamination on brand new doors. They’ve sent about 10 replacements of the 3 tall doors with the same issue everytime. They offered to replace all the door fronts this last time with doors arriving even more bowed and with chips, scratches and bad delams already happening. The installer gave then a report and showed them all the issues and they have now come back stating that they will not replace for a timber painted with colour match as 5hey have found all doors and within tolerance of their standard 2mm and the FIRA Gold standard is 2.8mm the majority of the doors are bowed more than this and they’ve had ample time to resolve with nothing improving. They are basically telling me to accept it now. I also asked for a refund which they said they’d sort out compensation once the issue is resolved even single time I’ve asked but nothing offered yet. Please can you help.
Hi
We purchased a kitchen from.Wren in 2021and specifically asked that the finish was painted and not wrapped, last year 6 units started to delaminate and Wren replaced, I raised the issue that we had ordered painted not wrapped, was.told they don’t do painted doors in the infinity plus range, the doors were replaced and again this year they have done.the same.thing amd then told theybare painted and wrapped and it is my word against the sales office, the responses are very vague and an attitude of we don’t really care and will.rrplace for 10 years, last year they refused to pay fpr fitting, but this year gave me £150 for.fitting.
Personally I feel they are not of sufficient quality andnot happy that they simply replace until the warranty expires
What can I do to get the cost refunded, kitchen was over £32k
We also have a kitchen that is delaminating from Wren. Whilst they are keen to change every panel as the issue arises, this is not a long term solution. The panels are even arriving from the factory with delamination defects.
We are on the second set of replacement panels. And will be needing a third set very soon.
We have asked Wren for a different solution, rather than replacing panels. They have not suggested anything other than to keep sending out new panels.
Can you advise us as to our next steps?
Hi, so bought kitchen and cupboards for utility room from Wren Nov 2017. Recently I’ve noticed that at least 13 of the doors out of 22 have delaminated and also a side panel has come away. We have contacted Wren by email and had 4 different staff dealing. We were offered in writing £2300 for compensation as they no longer do this kitchen and I believe £900 for utility a few days ago. We have now had an email from someone else offering £750 and they will close the case. How do I deal with this please.
Hi there
I purchased a kitchen from Homebase in August 2024, the joiners were booked in when I checked the delivery a few cupboard’s were damaged the bin didn’t fit and my dishwasher wasn’t taken into account after I repeatedly said I want it included in the design.
The sales person came to measure up but didn’t measure it properly as the boiler cupboard that arrived was too small. I then had to pay for an end panel and order a new cupboard.
No instructions were supplied I heard from the delivery guy that it happens time and time again!
I am 12 weeks down the line the other units have just been delivered and I have to pay for the fitters to install it again.
My kitchen is with Novuna finance
they’re saying I need to take it up with the administrators.
I previously encounter a lot of rude staff and resistance when trying to take a sink back due to them supplying the wrong one I really don’t want to go back in that store. Also received an abrupt phone call a few days ago from them saying the finance is going to be starting in 2 weeks time!
I’ve written to Novuna explaining everything they said the 1974 act comes into account, I asked for recompense but they said I need to contact the administrators now I am not sure if Novuna are partly responsible for this mess
kitchen fitters
Hi
Can anyone help me…… my kitchen units are fading with the sun…..
I have been told that it’s not a manufacturing issue and I have to pay to have the panels and doors replaced
The kitchen is under three years old and is still in the manufactures warranty period. How can they sell a product that fades? They say that it’s because I have a lot of direct sunlight in my kitchen….. I can’t be the only person with a sunny kitchen??
I’m absolutely gutted
Do I have any consumer rights ?
Thank you
We brought a kitchen from Wrens in Fitted in October 2019, in June 2021 we contacted Wrens as the cupboards started to delaminate and after months of going backwards and forwards with them they eventually agreed to replace all door and draw fronts as they had all started to delaminate and they eventually agreed to pay towards the refitting as well this took until March 2022 and 4 deliverys of damaged or incorrect doors as well.
We have had to contact them again in December 2024 year with the same thing happening to one of the doors again and then again in January with it happening to a further 4 all of sudden they have therefore agreed to replace all the doors and the colour end panels plinths etc this time in the similar style to what we have currently which is again PVC quoted I have requested that they replace them with there Timber Range which is painted wood (which wasnt available when I purchased my kitchen) even though it is a cheaper range than the range that they are offering me and they are refusing to do so saying that they are not like for like doors. Obviously I dont want like for like doors that are going to have this same problem again in a couple of years time again and I will then be outside of my ‘ Consumer Rights’ period am I correct in refusing this as I have allowed them to rectify this once previously? What Compensation or response should I be expecting or accepting? Should I get a company in that specialises in kitchen makeover’s by replacing the doors end panels etc and get a quote for that and put in a claim for that amount seeing as Wrens are not offering an acceptable 2nd remedy? Advise guidance about how to deal with this please
I bought a Wren kitchen fitted about 7 years ago and my Dad (builder) fitted it. the panels are delaminating (for the second time) and they have agreed to replace them, but not fit them. Unfortunately now my Dad has passed away, so I would have to pay for them fitting. Where do I stand in this situation? Should they have to install them, as it’s their fault?
Hi there,
I purchased a kitchen (albeit Ex Display) from a retailer up here in Scotland who sold a range of kitchens from “Masterclass”. I paid for it and have a full papertrail of exactly what was sold to me right down to the last door handle.
When the kitchen arrived it was missing two doors, and a door handle. I immediately emailed the store (no reply), called multiple times, text the owner on his business phone and this went on for a few weeks. I eventually made the trip (which isn’t in my town) to the store and it was locked and said “under new ownership”.
In the meantime I got int touch with the manufacturer (Masterclass, based in wales) told them the story and they said do not worry we will immediately replace the missing items.
I then got an email from Masterclass saying that the missing items would be shipped upon payment of invoice (WHAT!!!!) Under NO circumstances am I paying for these again!)…. “… and the colour of paint is now discontinued so you will need to get them colour matched and painted at your expense”..was also included in the email.
I am at a loss as to what to do. The retailer has ended his lease on his store (although not liquidated his company), the manufacturer wants to charge me money for the missing doors in the wrong colour.
As it stands:
I have replied to the manufacturer to say I will no be paying for these and I will be taking things further.
I have written to the retailer again this morning saying it is crucial that he calls me as I have a kitchen that looks ridiculous and I need the doors.
.. As a second point within the ex display there was a rangemaster cooker which came as part of the package and it turned up with no control knobs and the gas safe engineer condemned it unsafe. There’s a lot going on. Any help and guidance would be great.
Hello,
I recently purchased a homebase kitchen. And panels around my fridge were missing which I raised within 7 days of delivery but part of my units had already been assembled, so I couldn’t return.
However it turns out the panels around my fridge were never on my invoice. But the panels are visible on my kitchen design pictures & on the floor plan that was given to me after i placed my order and on the plans given to me during my home kitchen visit by the designer (a month before delivery). So I’d been referencing the floor plan to design the rest of my kitchen and discuss with fitters.
Since I ordered, the range i purchased from has been discontinued which means there’s no end panels in the sage colour i need. Homebase have denied accountability and said because it wasn’t on the invoice they can’t do anything. But my argument is that the error happened because of their poor checking (by two designers) and the design platform didn’t allocate the correct items to my invoice- both of which out of my control.
The store (not head office) have since agreed to send me white panels with colour matched paint. I received the panels and they’re grey and no paint. I asked for the panels and doors to be replaced to a different colour in the same range which was declined.
I’m so disappointed as this has ruined the aesthetics of my kitchen and isn’t as described.
I want to know the best way to complain? And would i be able to get some sort of refund?
I’ve purchased the kitchen on finance through their third party financing partner Novuna – should i complain to both?
Hi,
we have ordered kitchen from Wren again. We have had or delivered within the 28 day cooling off period. The fitter pulled out of the job before giving us a price. Until I called up 3 weeks after we didn’t have a fitter. The kitchen got delivered and the fitter came out to look at the job 2 days later. He told us another 3k for fitting it and that currently 2 things we ordered will not fit. We told the fitter to hold off because we wanted a refund from wren.
not to mention he wanted 3k plus the 3k we paid to wren.
we were told the boiler door would be bespoke, it wasn’t and it needs to be 1500mm by 600mm and they sent us a 1370 by 500mm which is clearly too small.
we would have cancelled before the cooling off period if the store had reassigned us with another fitter.
what would you suggest?
they have already offered us 300 pounds back which is laughable considering I have spent the last 3 week running around to sort it out.
Hi
Sadly to say we have had issue with wren. We got our kitchen fitted about 4 months ago and we was. Ot happy with the work carried out as we paid 17000 to get ours fitted. Anyway when we was looking at it the kitchen had lights under the counter and the sales guy was like the lights you can get them from such a place and get them to fit them. So we did, the issue is the guy has fitted them all wrong the showroom told us they are fitted wrong and they would need replaced. Now they say they are not replacing them as they never supplied them? Another the dishwasher they cut a piece of the kickboard out for the door to get past I said I did not want it cut out I wanted sliding door as it looks terrible anyway we found a few faults like washing has moved so the doors not aligned up no more, there is a bubble in worktop also white speckles on the freezer door and a faulty pop up socket which they sent them out pretty quick. The issue is they have been sitting in my hall for about 4 months and all I get told is there trying to get a fitter. Still nothing no reply when they are fitting them only to say they are not replacing lights and we need to take it up with the fitter.
What do we do now.
My daughter has had major problems with Wren!!! Had her kitchen delivered on 5th July 1st fitter made a right shambles of it. Plus they measured the kitchen wrong had 3 fitters one said he wouldn’t complete the work after the first one!!!
8 weeks later the new fitter had to reorder units the first fitter had broken
Had no water or oven for over 35 days
now trying to get compensation they offered £500 when we had spent £11,000 Not what you expect from as they say a leading Kitchen company Not sure where we go from here
Hello,
I hope you can help.
I ordered a kitchen from wren which was fitted 2 weeks ago. I have found numerous problems including crack in the worktop, silicone on side panel, misalignment, leaking sink in cupboard.
wren have been out and need to replace all doors, all handles, 2 units, the sink and worktops.
i appalled with the quality of work by the installer and have photographic evidence.
though they have offered to replace everything detailed above, i wondered of it is possible to request a full refund and have them take away their kitchen.
I have found the experience very distressing and have no confidence in their products or installers. What are my rights here please?
I paid the deposit by debit card and took the finance option.
please can you review this for me as i really would prefer a refund now. This is too much to deal with.
thank you
Hi
I have a black wren kitchen and I can’t get the doors clean they show every mark and now just look dirty all the time. Major faults in the kitchen design which we had to switch around at extra cost to our fitter and us. Now I phoned about the doors and was told that kitchens get dirty and not covered under warrenty???? But I can buy new doors at £2100. How can a kitchen door be sold that you can’t keep clean? Not sure what to do next?
I see Wren’s name mentioned alot …. and unfortunately we are having issues too. We purchased our £12,000 kitchen in 2014. In 2017 we had to replace some of the panels due to discolouration. They said it was a manufacturing fault. In 2019 we had to have a full frontal replacement due to more discolouration. In 2023 we had to contact them again. They don’t have a like for like replacement as they don’t manufacture the Pacrylic kitchen we have. They have offered a full frontal replacement but don’t do any kitchens in a similar colour and finish. Unfortunately there is a high level of concern on laminated fronts as I know people who are having issues and we were told to look at timber. Now they say if we have timber we have to pay our own £1400 fitting costs. They have given us an unrealistic time frame of 7 days to give them a decision. We say that their kitchen is not fit for purpose and they said we can open a door and put things in a cupboard so it’s not! A kitchen is far more than that, and we paid highly for the design and finish of our kitchen. We are losing design features as they no longer make automatic opening cupboards, the panels are narrower in depth and are also having to change colour just to replace their faulty goods but they don’t seem to take any of that into account. When we purchased the kitchen it was in their top designer range – the timber is in their current top range but they are insisting it’s an upgrade. I’m at my wits end with them. They have agreed, after 8 months of arguing, that our 20 year warranty covers the units and the frontals, but we were sold that so it’s not like they are giving us anything! Where do we go from here? Can the Consumer Rights Act be actioned from our latest full frontal change in 2019? It’s the third time we have had to replace faulty goods … surely if the frontals are lasting approximately 3 years before failing they are not fit for purpose? Any help greatly appreciated