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Réponse de hillhurl.com

Actualisé le 14 avr. 2026

Unfortunately we were delayed with fitting schedules over the last month, and we only have one fitter experienced with stairs and banisters as we are a cabinet makers predominantly.

We purchased all the solid timber and attempted to make the item work to the design, but we could not get it to work safely and structurally, being a banister and the safety risks associated with it, and so returned to the customer to say it would need to be redesigned or we are happy to offer a full refund.

We had spent money on the timber and time on the item, but due to safety concerns we felt it was not appropriate to fit it. It did get close to install date trying to make it work our end, which we wholly apologise for, that is the nature of running production based work within in London, timings are tight and deadlines get pushed for all manner of reasons, but we are essentially the ones out of pocket on this item not the customer as we could not fit something unsafe and sub standard and she incurred no costs. I'm not sure how its dishonest being concerned about safety and wanting to deliver a quality product.

Réponse de hillhurl.com

Actualisé le 2 nov. 2023

Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your experience, and we truly value your input as it helps us to continually improve our services.

First and foremost, we apologize you felt we took too long for your timeline to complete your project, we state that each item, not room, takes 2-3 days to complete, that particular room had 3 items in it, so it would of taken a week to install. There was 4 rooms of joinery, There must of been some misjudged expectations of how quickly things are done, we do state all timelines are estimated timings.
On top of that the living room was added in the middle of the build. We designed, made and fitted it within that 3 weeks still, there is not many firms that could offer this level of speed and service, and you were very happy at the time that we were able to offer this.

In regards to painting we did recommend you do not use Farrow and Ball paints due to their extended drying times and how quickly you can work them, we offered alternatives that we know are a more suitable product. However this advice was not taken on board and the painting did take a lot longer than had we use the suggested paints.

We take your concerns about the work quality, cleanliness, and professionalism of our team very seriously. We do state in our terms that we should be the last trades on site and we need clean and clear spaces in able to work. This was possibly one of the worst managed sites we have experienced in 14 years of fitting furniture. We arrived and every single trade was still on site, there had been no concise instruction to any of them of the relevant order and all were told site would be cleared for them for their job. At one point we were told to fit cabinets in a room a person was trying to lay a floor and paint a ceiling. Let alone those 2 trades trying to do that job side by side is near impossible to do correctly, trying to fit cabinets at the same time was bordering on madness. We have never seen this before. I experienced a number of tradesmen cross and bothered with one another having been induced into working in such poorly managed standards.

However we were aware you had to move into the house as the rental contract was coming to an end and a baby was due. So we worked around this chaos and even got more staff in to meet the unattainable deadline.

A light fixture was broken when every trade was on site, no one saw anyone break it and we asked all our team if they did it. We were told they did not. We were blamed with no evidence however as we aim for customer satisfaction as much as possible, we sourced, removed and replaced the light at no cost.

We appreciate your feedback on the finished product as well. We work with a range of materials, including timbers, ply, and MDF, you did order our MDF wardrobes, so suffice to say 'The wood' would be MDF and delivered as specd.

Our drawers have a 20 year guarantee, you have not once contacted us to complain about the quality of the drawers or raised issue, if you had we would have come and adjusted as needed, we use some of the most expensive drawer runners on the market that have 3d adjustment and its likely this is all that is needed. If it wasn't we would replace them.

Again, we apologize for the inconvenience you felt you experienced, and we appreciate your feedback as it helps us learn and grow as a company. Your satisfaction is important to us, and to demonstrate our commitment to delivering high-quality work and excellent service. If you have any further questions or concerns, please do not hesitate to get in touch with us.

Sincerely,

Hill + Hurl