Dreadful
Our experience with this company has been extremely disappointing and, quite honestly, exhausting. My 1 star is actually a 0 star.
We built our own house and have dealt with a lot of contractors throughout the process, but this has been by far one of the most frustrating experiences we've had.
There were problems from the outset. Our original quartz selection could not be fitted due to defects in the material, so we had to choose an alternative. The company were unsure what quartz was actually available, so we were told that a visit to the showroom would be arranged for us. This was never arranged, so we had to organise the visit ourselves and travel to the Kent showroom to make another selection. We then specifically told the company that we wanted the quartz ordered immediately. Despite this, it was not ordered, and we ultimately had to take matters into our own hands and reserve the quartz ourselves.
Communication throughout the process was extremely poor. Appointments were not only delayed, but on occasions the team simply did not turn up and we were not informed. We were also given the wrong arrival time for the templating team, who eventually arrived around 1.5 hours later than expected. Then, on the evening before our installation was due, we discovered, only because we contacted the company ourselves, that the quartz had not arrived. By this point our temporary surfaces had been removed and our water and hobs had been disconnected. We were also promised a call first thing on Monday morning with an update, which never happened.
Eventually the kitchen was installed, but the problems didn't end there.
The day before installation, we were told that the vanity and kitchen splashback would not be installed and were asked to pay for another slab. Given everything we had already experienced and the difficulty we had getting clear communication, we decided it wasn't worth pursuing the additional cost.
The splashback was eventually installed, but the vanity still wasn't.
The installer had previously told us that a vanity would be provided as promised in the quotation and even sent us photographs of quartz options. We were therefore hopeful that this would finally be resolved. However, on the agreed date for the vanity installation, nobody turned up. We are now being completely ignored, with no responses to our calls or messages asking for an update, and we are still left without a usable bathroom.
This is incredibly disappointing. When the work is actually completed, it looks good, which makes the poor communication and aftercare even more frustrating. But good workmanship cannot make up for repeatedly having to chase for information, being given changing explanations, having appointments missed without notice, being left without essential facilities and ultimately being ignored.
I genuinely cannot recommend this company based on our experience. The level of communication and customer service has been dreadful, and what should have been an exciting part of building our home has become an incredibly stressful and exhausting experience.