Had no response from Moben despite other letters... all became clear when they popped up on Watchdog!!
Since then... my double oven has broken down twice... the first time took 6 weeks to get fixed and the second time we gave up and bought the element and fitted it ourselves. The controls in the cooker hood have failed four times - and the service guy apologises every time and has told us there is a design fault. The controls are held in the casing by two small pieces of plastic which constantly break off. This problem is ongoing.
Finally... the worktop has started to come away in places which will mean a completely new top for two thirds of the kitchen... you can imagine the mess and hassle involved in that one.
I heartily recommend you avoid using Moben.
ORIGINAL REVIEW =============
I have to disagree with the other comments written about the designers and salesmen for Moben kitchens but only insofar as our salesman was the most helpful and courteous salesman I have ever come across and the design of our kitchen was perfect for our
needs. We incorporated everything we needed including a huge range cooker, free dishwasher, under worktop fridge and freezer and all the extras including long stainless steel handles and fancy taps. The price was more than we expected to pay – ending around the £7k mark – but we are assured by others that the goods are better than average and the installation is excellent.
We paid our deposit and had a bankers draft waiting for the delivery men – the kitchens are delivered about a week prior to fitting and the deal is cash on delivery. I was a little reluctant to part with any money prior to final fitting but if you don’t pay you don’t get – so we went along with it.
The following is a letter I have written to Moben this morning while waiting for the fitters to arrive… I think it speaks for itself. I will update this comment when I receive an answer from them and have finally had my kitchen installed.
===========================Moben Kitchens Complaints Department Brindley Road Old Trafford manchester M16 9HQ
15th October 2001
Dear Sirs
I’m afraid I am writing to complain about the appalling lack of customer service since paying for my new kitchen to be installed. The gentleman who called to quote and design our kitchen could not have been nicer or more courteous which makes the following problems seem even more aggravating when knowing that your company can offer good customer service and chooses not to. I find I am left feeling that having paid for the goods on arrival – including the cost of fitting – you now feel you have no further obligation to ourselves as customers and feel that as the money is nicely paid into your bank account you no longer have to bother with any form of service.
Firstly we were given an installation date and we duly emptied our kitchen, ran our food supply right down and took time away from work (I’m self employed) to make sure everything was ready for the fitters. A representative rang my husband at work to make sure we would be ready for that date and confirmed this installation date. You can imagine my frustration then when come Monday morning 10am no fitters had arrived. I called your company to find out where they were only to be told that the date of installation was the following week. When I queried why I had been contacted the week before the girl on the phone was flippant and simply said you do not keep records. A token apology would have been the least I would have expected but instead I was made to feel a nuisance.
We were then sent a letter later that week – it actually arrived on the Saturday – telling us that the following week’s installation date had been cancelled and that the fitters were not due to arrive until the week after. Yet again I had to juggle work appointments and reschedule some which has cost me a lot of money where some people could not do this. I find it disgusting that you feel you can play around with customers in this way with scant regard to any commitments they may have.
And now, finally, the week of installation has come and I’m sat here at 11am still waiting for the fitters to arrive. I have spent over an hour on the phone this morning trying to contact someone to let me know what is happening and although I have finally been told that yes they are due to arrive today the fitters cannot be contacted and I’ll simply have to wait around and hope they turn up. To get this information took patience and at least 14 phone calls… most of which were cut off by yourselves. When I mentioned this to the operator they ignored it totally and simply asked for my order number. My comments were not even acknowledged.
To add insult to injury it is clearly apparent your telephone representatives could not give a damn. Their attitude is laid back to say the least and bordering on hostile at the worst. The people on the switchboard who answer the calls simply say “What postcode”. No attempt is made at being polite – no please, thank you or warmth whatsoever. When you finally are put through to someone who can help you they are as brusque as the receptionists. I find it mind boggling that a company as large as yourselves, who pride themselves on their service, employ such lackadaisical and rude staff.
I look forward to hearing your comments regarding my points and would hope that you will offer some form of compensation regarding lost time, telephone calls and inconvenience.
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Moben is part of "The Limelight Group". This includes Kitchens Direct & Dilusso Kitchens. They also encompass Dolphin Bathrooms & Sharpes Bedrooms, as well as Portland Conservatories. Be careful dealing with any of these companies, as they are "Direct" sales companies who look for an instant decision on a sale.
Advantages: Quick turnaround of appointments, knowlegeable salesman, great service, value for money Disadvantages: would prefer 3d views/plans during first consultation
MelinaC 22.04.2009 (22.04.2009)
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