An absolute nightmare and horrible experience
Our first encounter with the salesman was positive. He took his time to show us all options and helps us design the kitchen. We had a good first impression and that was the reason we decided to choose SuperKeukens. How wrong were we! Everything following after was a complete DISASTER, our kitchen was supposed to be delivered and installed in May, we are now in August and it is still not done.
Verbeterpunten of tips
Once we signed and paid for the kitchen, so many things went wrong and I feel that they did not care anymore. Our kitchen was supposed to be delivered and installed mid-May. The delivery arrived in time, and we knew of two items that would not be delivered with the initial order: the oven and hot water cooker (as there was a delay in production time due to Covid-19, so we understood these were unforeseen circumstances) but we soon realized a long list of items were missing, incorrectly ordered or damaged. Once the installer started to install the kitchen, he realized the kitchen was not complete, and the list was long, about 16 items! To give you an idea of what the nature of these mistakes were:
- wrong closets delivered
- wrong doors for the fridge
- wrong size of side panels
- scratched drawer facade including the wrong size
- 6 drawers not delivered at all
- damaged closets
- multiple shelves missing
- filter for the ventilation sucker not the right size
- ceramics countertop cut incorrectly
- no housing over the ventilation sucker as agreed
These are just a few of the mistakes they made in the ordering and production, which could have been prevented if they had carefully reviewed and placed the order. The installer was also not very thorough and professional; initially they were supposed to come with two men to install the kitchen, but only one showed up and at the end of day 1, he said he needed another day to install it, but he was not available right away and we had to make a new appointment at a later moment. All the carton boxes (imagine 3 pallets of kitchen) were left in our living room, and although the price included that they would clean up and get rid of the mess, my husband and I spent 2-3 hours on breaking boxes and throwing them out.
The worst part is not that things went wrong - we understand sometimes these things can happen, but that they were not at all proactive with trying to help us fix the problem. Instead of them reaching out to us and trying their best to fox the problems, my husband had to be the one always reaching out to them, spelling out all the things that still needed to be done. Communication and customer service is not their forte at all either. Unfortunately, 6 weeks later when we got the 2nd round of delivery, more things went wrong. More missing items from the initial list, and more mistakes. Now we are waiting for a 3rd delivery, which is due to come in another 4-6 weeks, thus we are with an unfinished kitchen and unsure if this is going to be the end of it. We have not found one customer service representative who we feel cares about our experience and satisfaction, would listen to us carefully and help us. In the last correspondence, the service rep helping us, made more mistakes in the order, that luckily my husband caught in time.
We are so disappointed and cannot see the end of it after months. I would really recommend NOT choosing this kitchen supplier. Because when things go wrong, they have no idea how to deal with their customers and help them. In my entire life, I have not had such a bad experience with any service provider, not even budget airlines.