I have actually sent this complaint in recently, but when i access your website although the rocksolidkitchen.co.uk name is listed the actually complaint is not so i am re-issuing an updated version below.

I ordered a beech "shaker" kitchen and it was delivered 7th March. On delivery of the items ordered for my kitchen, the delivery man videoed the packs and carcasses for proof of delivery. When I saw that the carcasses were not of the colour I had ordered, the delivery man told me “this is the only beech colour available” although not the colour I wanted I accepted them as they were still lighter in colour than my old kitchen. That evening my husband and myself started to unpack the flat packs, and the corner base was in the light beech which I had originally ordered, on further unpacking we noticed that all the doors and drawer fronts had white interiors (we had paid an extra £90 pounds for the all beech coloured ones); as we carried on checking we found that the drawer interior packs were of the light beech but the drawer fronts were in the darker colour. They had sent 4 right side panels for the larder unit and tall oven housing unit instead of 2 left and 2 rights. The oven facia was missing and the oven fillits as well as the 2 corner posts were missing.

They had sent us 2 x light beech flyover shelf 2400x400 (these are not on the plan for our kitchen) so they don’t fit in anywhere. I asked the delivery men what these were for, he told us it was the back splash for our breakfast bar … we hadn’t ordered a breakfast bar, we had ordered an extra worktop (which Mr Graham the kitchen designer never put down) and the 2 x 1000 double base units which were to make up the central workstation.

The following day I rang Rock Solid Kitchens to let them know of the mix up, and told them that the carcasses were not the colour I had ordered, I was told I had to except them as I had paid after I had seen them. I then explained what the delivery man had told me “this is the only beech colour available”, and was told it makes no difference I couldn’t have them exchanged. So I relented and said “ok when can you exchange the items that had been sent in the light beech for the darker colour, and to exchange the white interior doors and drawer fronts to the one colour as per paid for”. The girl said that they would all be delivered with my dishwasher on the Thursday. To make sure there wouldn’t be another error I e-mailed a complete list of all that had to be exchanged and delivered so they could check it all before they sent it out.

Thursday came and the delivery van arrived, as they brought in the doors and drawer fronts I noticed that they had sent me the light coloured beech (remember they had told me I couldn’t have this colour) and the corner unit which they were swapping for the darker colour, that too was in the light beech, and all the other items i.e. integrated dishwasher, the 2 left and 2 right side panels for the larder and oven housing, were all the same colour, so I had to refuse delivery as this would have made the kitchen half and half in colour. So I e-mailed again to tell them what had happened and told them that if this wasn’t sorted within 7 days I would seek legal advice. I never heard anything from them for nearly a week; I had tried to telephone them and was repeatedly cut off.

The following week I received a phone call from the lady who’d been dealing with me, and I told her what had been going on i.e. getting cut off etc etc, she assured me that she was dealing with my issue and had my files (her name is Tracey) and that she would be talking to the person who packed up my kitchen and she would get back to me. Several days went by and I had to ring her back, I was fobbed off several times again so I e-mailed her. On the Thursday before Good Friday, she rang to say that she was sending me a sample of wood and that I should receive it by the Tuesday or Wednesday and if I accepted the colour she would then arrange for a full exchange of my kitchen to that colour, as I had first requested. I am still waiting to hear from her or receive the sample of wood.

I e-mailed her on Friday 28th telling her that I hadn’t received the wood, and I felt that she had been dishonest with me and that it is now out of my hands. I asked her to contact me to tell me what is going on. They have taken payment for the oven which I asked to be exchanged for a dishwasher; they have delivered neither. I had asked for a refund and this was refused. At no time was I allowed to speak to a supervisor or to be put through to the manager, I requested this on several occasions to be told that they are too busy.

I hope you can help me sort this mess out.


Yours

Jean Evans