Online Kitchens UK Avis 20

I recently purchased my new kitchen from Online Kitchens. The process from start to finish was surprisingly easy due to the communication, patience and understanding of their staff. I had a good idea of what I wanted, however the designs & tweaks that they came up with were amazing and I would never have thought of these ideas myself. I also love that their focus was not on upselling but working to achieve the best result at a great price, I actually saved over £2,500 on a like for like kitchen from a local retailer! Their after sales service was also second to none! My fitter even phoned them with endless questions, they communicated directly with him with both knowledge and patience. Thank you so much for making what could have been a very stressful process an absolute breeze!

We looked around for kitchen units, and found what we thought was a good price at Online Kitchens UK. Unfortunately it cost us far more in the long run.

Items missing from the original plan, so had to order again and pay another delivery fee.

Most of the doors were pre-drilled in the wrong place and had to be replaced, costing time and extra pay to our kitchen fitter to come back and install them when they eventually turned up.

Extra trim charged for (over £50+VAT) when completely unnecessary and now sitting in the loft - apparently people cut them wrong so they send out 2 lengths instead of 1, without telling you, but charging you for it.

Poor and confusing information, kitchen plans, follow through and updates from Noah, who seemed distracted and disinterested, and couldn't even get my name right, and still hasn't to this day.

After putting in a complaint, and having to chase up on it, we eventually had a reply of "sincere apology" - which means absolutely nothing! We asked how they would rectify everything, and eventually received £100. Which is nothing in comparison to all the stress, time wasted on phone calls, wrong product sent, waiting weeks for replacements, and paying the kitchen fitter for two extra visits.

Unfortunately we can not recommend them and remain pretty disgusted with them.

Buying online can be daunting especially with large purchases. Online Kitchens UK made this a very comfortable experience. From the initial enquiry, I felt valued as a customer, the expertise in the planning of the kitchen was exceptional, the quality of the product could not be faulted, the delivery arrived in full, exactly when it should have and most importantly for me, the aftersales service was excellent. You actually speak to a person if you choose to, if you email, you are responded to within 24 hours usually at the latest, queries are resolved efficiently and these people actually know what they are talking about, and you are fully supported throughout, nothing was too small or inconsequential for them to address. Our carpenter/fitter was very impressed by the quality and told us that he fits these components for a high end kitchen retailer in the area and he fits exactly the same products for twice the price. So in essence, top quality products, value for money, and above all service all the way. One word of warning, there are other companies out there with similar names so make sure you look for Online Kitchens UK - don't just buy a box of a shelf, treat yourself to the full package. We now have a beautiful InFrame Painted Kitchen with a few bespoke upgrades that make it special.
Jane and Nick Harris - West Sussex

Best price I could find on internet. Item very well packaged and delivery pretty fast. Quality of item was good. Satisfied customer.

Online kitchens provided my wife and I with ongoing support following the installation of our kitchen...their expertise, knowledge, support and friendly approach were exceptional...we heartily recommend them to anyone looking to replace or refurbish their kitchen

Fantastic experience, brilliant assistants and help through all design ideas and overall great customer service, would highly recommend to everyone.

Wow… dnt normally write reviews but literally just off the phone to a man who was one of the more rudest disinterested people I’ve ever spoke to! Wanted to get a price on some units and he didn’t want to help me or explain in anyway, just wanted to get off the phone …. First time speaking with you guys, deff wont try again after that experience… such a shame. Have a word with your call handlers as they are losing you business!

These days we all use online companies more but are concerned that not seeing the products, not going to a shop is a concern. Can it be possible to get an equally quality kitchen if not better at a lower cost? Do you risk spending thousands of pounds on just a brand name company?

Well my experience was excellent so let me take away so of those reservations you may have!

I dealt with a gentleman called Manny who used his knowledge and expertise to design me a kitchen, make numerous changes to meet my expectations, not trying to make you spend more than you need to and giving you a variety of options but no pushy sales person. You’re kept informed at every stage, and the delivery turned up when it was suppose to and all correct. Now there was a damage but Mike the driver explained the procedure and I’m confident it’ll be replaced asap. Don’t be Sceptical, save money and time on better quality! I’m a property developer and usually use howdens but I took a leap of faith (risk if you like) but I’m pleased I did and the quality and accuracy will make me return and recommend this company.

Update… new undamaged panel replacement arrived today!!! Great service!

We ordered online for our Team Lunch. Received enough quantity had the full stomach for everyone. Chicken Briyani, Gravy, and Raitha sweets too. Delicious in taste. Nicely cooked no greasy hand after eating and had yummy food.

We found a kitchen with a local supplier that we loved but unfortunately it was too pricey. I looked online for the same kitchen and found online kitchens. I provided Jason with our kitchen plans and our ideas. Within a day, Jason had a design and quotation ready for us, which was a fraction of the cost for the exact same kitchen! We were apprehensive about ordering online and getting the design wrong but Jason was always on hand to answer our questions and updated design modifications very quickly. It was nice that there was no pushy sales approach either. We had to put the kitchen on hold for a little while due to other commitments and were pleased when we weren’t bombarded with messages to commit. Great service and great price. Can’t wait for our new kitchen to arrive.

I wouldn't bother. They are cheaper then others and as others have said, pre-sales is good. If everything arrived correctly then I'm sure you would be fine.

However, after sales is poor, emails ignored, incorrect items aren't sorted. The solution is for you to buy more items from them if they have made a mistake.

"Free" solutions to problems, involve the customer paying to fix it themselves.

Emails before purchase are replied to within a couple of days post sale, they take weeks to reply, usually only after you call them.

You have to confirm the items on order were correct, essentially lines on a page. In my case the items on the order were correct (specifically they mentioned which cupboards did and did not have voids), the order acknowledgement was also correct. However the items delivered did not match the order. Including one where an internal drawer couldn't even physically be opened, the order didn't say (concealed drawer that you cannot use). This was reported within 24 hours of delivery.

I gave Online Kitchens UK 60+ days to deal with the issue, but made no progress. I disputed incorrect items being this the credit card company (Online Kitchens stopped replying completely). However, because Online Kitchens UK refused to collect the items, and claim they are "not being used as intended", I have been refused a refund. I am not sure how Online Kitchen UK would even know what the cupboards were currently doing, no one has ever seen them. For the explicit reason that I still have the cupboards that they refused to collect (4 months ago) the Section 75 is refused. The cupboards could still be collected now, but I somewhat doubt that will happen.

Online Kitchens UK are able to get away with selling incorrect goods by just ignoring consumers. Either wait 4 months to attempt a refund with no kitchen or give up and accept the incorrect items that aren't what you paid and fix the issue yourself. I read through all the pages and pages of terms and conditions and nowhere within them does it mention the void issue I have (though I suspect they will update these now at least).

I'd give them zero stars if a could.

To clarify the issues around Section 75 complaints:

Section 75 requests explicitly state that a Merchant and Customer can reach agreement, thought Online Kitchen UK use this as an excuse not to communicate directly.

A Section 75 complaint is also near impossible when a Merchant refuses to collect the incorrect goods, as you still have the goods so cannot be refunded.

I have updated the review to be purely fact based so people can judge it on them and not any personal issues between the Merchant and myself.

We ordered our kitchen from Online Kitchens all very easy, when the kitchen arrived there were some damaged and missing parts but one phone call to them and all was sorted straight away and replacement parts sent.
You only find out how good a company is to deal with when there are problems to sort out, In our experience Online Kitchens have been first class.

Saved thousands using this company. Great planning service and very accommodating when changes requested. Best price I could find. No hesitation recommending for such a big purchase.

Pre-sales is good After Sales is BAD!!
The title has been used to describe these guys before!
Design service was great nothing was to much trouble I had the kitchen I wanted!
On delivery we had missing parts no handles bin unit or wire pull outs, this was reported, the first response was I had them! After doing all the chasing I was copied in on an email to one of the suppliers which showed that some of the items had only been ordered 2 days before the kitchens delivery date. They don't make the kitchens or see them before delivery so they just email the supplier to chase missing parts and it comes across there doing you a favour by chasing them it took 2 weeks for the missing parts to arrive. I know Covid 19 has caused issues but its a real shame a top quality kitchen is let down by poor customer service and not even a hint of an apology!!

We saved thousands of pounds by going with this company rather than going to a shop. We ended up with our dream Kitchen that we thought we could never afford. The Kitchen is a Langton In Frame with a bespoke colour. It looks flawless and the quality is amazing. You just need to make sure you have a very good, skilled builder though and check the order and details step by step as there were a couple of miscommunications in the beginning regarding the plan, but Jason was very patient and the final plan was absolutely perfect. I would definitely recommend Online Kitchens.

We asked Jason to quote for our kitchen, utility and downstairs WC in our new self-build house. He was incredibly patient as we worked through various adjustments, alterations and custom items, always requoting very promptly and at prices that couldn't be matched elsewhere. Once the order was placed, all items were delivered on-time and replacements for a couple of damaged items arrived five days later. The team provided us with excellent service from the initial enquiry right through to delivery of the high quality cabinets. We wouldn't hesitate to recommend them. Thank you for your advice and support in providing us with the quality and styles we dreamed of.

Just finished my kitchen and it looks fantastic.,the quality is second to none, sales team where spot on very helpful, delivery was on the day they quoted with a very polite delivery driver...everything was well packed and no damage and no missing parts..all in all a top company to deal with highly recommended. THANK YOU👍😊

Great service and amazing prices. Can believed how much we saved compared to other quotes we had recieved and the quality was the best my fitter had fitted before. 5 star service all round

The pre-sales service was pretty good. We had a design that we wanted to achieve and they helped to offer support and get us to the point that we were happy.

Following delivery from the manufacturers there were some brackets that weren't there and some of the doors were damaged. I can accept that things go wrong, but following that, this company becomes VERY frustrating to deal with. YOU have to chase all the time and the response is generally "it's not me guv" therefore you're left chasing with no proactive management for you.

I wouldn't recommend this company. The kitchen itself seems fine, but trying to get to a completed state is proving difficult and is not being helped by this company.