Moben Kitchens > Reviews (34)

I bought my Moben Kitchen in November 1999, after being 'bullied' into a decision! I was really happy with the results despite the high price. Being disabled the salesman, assured me that I could get the VAT back. Nearly two year on and I still have heard nothing from them about this.

Moben offer a complete service with all planning, designing, delivery and fitting included. Appliances come from companies such as: Neff, Leisure, Aga and Technic. And special offers vary from time to time currently they include: an integrated fridge/freezer for £95 and the famous FREE dishwasher. At this point I would like to add that, the salesman did inform us that Moben actually buy the dishwashers for less than £50 each as they buy in such vast quantities, so free isn’t really as free as we might think! Offers are subject to a minimum purchase (currently £2,500).

Moben had been ‘producing’ kitchens for over 20 years now, and can claim 200 showrooms nationwide. Hence: our mistake. We visited the showroom in Bury St Edmunds, and my wife fell in love with a white kitchen. The lady asked if we’d like a ‘no obligation’ quotation. Naively we agreed. The appointment was for the next day. The salesman turned up, and promptly began to tell us he was not employed by Moben, but worked in a partnership with his family selling the kitchens. He also told of the recent offer, so much off and a free dishwasher. When we asked how much an integrated tumble dryer would be, he persuaded us that it would be cheaper elsewhere by hundreds of pounds. We asked for time to think about it, and to get some more quotes, he wanted differently! And eventually swayed us into signing on the dotted line. Foolishly, I never looked any further into, as I had read a clause saying that as I had invited them into my home the 10/14 day 'cooling off' rule, doesn’t apply. However, being older, wiser and not so gullible I would certainly question this now.

So having been ‘pressurised’ into buying the kitchen, we awaited delivery. It turned up accordingly, and we had the whole kitchen stored in the flat packs it came in for about 2 days.

When the workmen came to fix it, the men turned out to be a man! The other one was off sick, but never the less he worked hard and long hours. And completed the kitchen in the quoted days.

We were really pleased with the results, the kitchen gleamed, and bright white cupboards, with gold knob, and the white double plastic sinks were wonderful. Even better no more washing up – we had a 'FREE' dishwasher! It took us a while to fathom out where things were, as everything (apart from the washing machine and tumble dryer were integrated. Still the kitchen was our pride and joy, and we had many nice comments on it.

But then small things began to go wrong (around six months afterthe first use). Knobs fell off, and discoloured. Doors dropped, and other small mundane things happened. As it was under guarantee for ten years I told them about everything, that I couldn’t manage to fix (i.

e. broken knobs (no spares were issued). The first time they came when they said they would. But then on one occasion I waited in ALL day for them to visit, with no one actually bothering to visit or call with an excuse.
Close to the end of the working day I rung, and was promised someone would ring back- they never. I rang again within about 20 minutes and again was promised that someone would ring back – again they never! Finally about 10 minutes from closing I rung them, and asked to speak to the manager, foolishly I believed them when they told me he was on the other line! The next day I was still fuming, and decided to write a letter of complaint. Following a very lengthy argument, I was given £50 in compensation following the said events.

Recently, I had another problem and rung the company who said they would ring me back with a ‘fixing date’ – they never! I then wrote a letter, and have been given a ‘fixing date’ two months away!

So while the kitchen is of reasonable quality, the after service has a huge way to go to become acceptable. It appears that this is a company of ‘get their money, and ignore any follow up customer care'. Moben office is based in Old Trafford, Manchester.

The company certainly do not offer anything special that a lot of other, even local companies do, but local can be more easily contacted-a thought well worth considering when buying. The choice is obviously yours, but I personally would not use Moben again, I would much rather go local- or at least a different non moben company.

I believe that Kitchens direct is a sister company of Moben kitchens, and thus the same awful 'post buy' customer care!

My advice would be

1) Get as many quotes as you think you need, and certainly two or three at least.

2) Ask questions about the customer care AFTER buying.

3) Ask about how you complain if you are unhappy with your kitchen BEFORE you buy.

4) Get the salesman's name along with any other staff that you encounter who make you promises, and use them to get what you want!

5) If you buy on credit, it's not advisable to stop paying if you are unhappy with the service, instead go to a citizens advice bureau or solicitor to check your standing (and remember to take along that list of names and promises).

6) Remember you have a cooling off period so use it if you are not happy with anything. You should check this out with C A B or a local solicitor again.

7) If things do go wrong and you are not happy, write letters, and keep copies of all correspondance between you and the company. Seek legal advice (if it should get that far unsettled)

8) And lastly but by no means least DO NOT BE BULLIED INTO BUYING ANYTHING. If you miss a special offer, or a huge discount then another company will always make you an offer to equal it. And remember what seems like a great offer to you, is just a few pence to the company (re: the dishwasher for less than £50)

Remember above all- how hard you have worked for the money you are about to part with!