Smallbone Avis 130

Purchasing a kitchen can be a stressful experience. Especially when the financial outlay is not insignificant.
However, Smallbone have gone no small way into making the whole process a delight. From the warm welcome the moment I entered the showroom, to Vince, the expert designer who walked me through every step of my dream kitchen to the installation team who were both charming and efficient in equal measure, I have been delighted with the whole experience. I felt the whole team wanted the best for me and were in my side.
Classy company, five star product, thrilled client.
Kay B

I am a returning customer to Smallbone.
My first experience was great and the wow factor was definitely delivered. This time round I feel it’s got even better. The head designer Jai has understood exactly what we wanted to create and helped enhance it even more. But what made me return is the after service from Smallbone I feel they care and help you with all aspects from the beginning until completion.

We had bought a Smallbone Kitchen and spent around £125,000. We chose Smallbone over other companies because of their assurance on guarantee. When we went back to them to get small repair work done they chose to hide behind their parent company's bankruptcy. We believe that so long as the Smallbone brand is alive they owe it to existing customers to honor the obligation which they took. Else the Smallbone brand should be suitably changed otherwise it is deceptive. They are using the brand to get new business and new clients will be oblivious of the faults on guarantee. I am seriously considering organising consumer representation to protect our consumer rights or atleast force the company to stop using the old Smallbone's brand.

Extremely disappointing experience working with the “new” Smallbone (our initial contract was pre-administration with the “old” Smallbone). There seems to have a marked reduction in product quality and a disregard for design, feels like a very strong focus on simply maximising profit at the expense of the customer. On quality, was shocked when heard from several employees (including the CEO) that they no longer trusted their product enough to offer a warranty on exports, discontinuing the previous 25 year warranty they had previously contracted. Was actually told by a manager that they expected installation issues which was why they didn’t want the cost of a warranty. On design, they offered fixtures that weren’t matching (brushed nickel with chrome), no advice on colours (“choose whatever you want”), and couldn’t advise on in-cabinet lighting. Perspective buyers should beware that for us, despite having an “all in” kitchen with the previous company, we were later asked to pay for lots of “extras” that needed to be added, including hinges! All in all, really awful experience and we decided to forego our (sizeable) deposit and work with someone else as felt could not trust them – shame because really loved working with previous Smallbone. New private equity quest for “profit above customer” means should avoid!

Avoid
Bought A very expensive kitchen with all appliances spent in excess of £100,000. Small bone was fantastic and any issues they put right however they have now been taken over by new company SMWF. They are appalling. We had some work that needed to be done by small bone because it was very little we decided to wait until we encountered other issues. When we informed our contact they said the new company will not honour the guarantee The rude chap paul.maskell was rally bad no respect for their customers. Shame because the cost of resolving this issue would have been no more than a couple of hundred pounds They have now lost customers that I recommended and I would avoid using them as they will treat you the same. They only had the audacity to ring and ask for our recommendation. You buy a Smallbone for their 25yr warranty.

Smallbone did not complete the kitchen they were contracted to build. They provided incorrect materials and the outdoor kitchen was built with indoor materials so it all rotted and had to be replaced. The indoor kitchen had to be completed by another contractor because Smallbone refused to complete it, though they had taken payment to complete it.

I would never ever recommend using Smallbone to anyone - the whole experience was stressful and ended up costing many tens of thousands more than it should have.

The worst customer experience you can imagine. Promised kitchen would take 5 weeks to install, but 5 months later still not complete. Build quality is poor. Promise endlessly to get things fixed but never do, just one excuse after another - and you have to chase to find out. Inexplicably went to deliver our fridge to the wrong address, took it back to the warehouse, and then sold it to someone else and made us wait 6 weeks for a new one. Don't answer the phone, don't reply to mails. No escalation policy on complaints, and no compensation either. Senior management not involved. After they got my bank details, they took £5k from my account without permission. Later found they had overcharged me and wouldn't refund the money for 3 months. Rue the day we ever got involved with them - once you have prepaid they drop you. More cowboy builder than premium kitchen manufacturer.

I ordered dressing room with Small Bone, even though they were highly overpriced, double the price than other providers with equal quality. I was assured that company is very professional and will deliver on time. Delivery was 1 month delayed and is still not installed. And all they say is sorry. At the same time they're chaising 100% pre-payment, and I'm not sure they will deliver. Customer experience is terrible, it's not value for money. I can't recommend to anyone to work with Small Bone, there're other providers on the market. Please don't be mislead by nice sales people and designers, that part is good, but unfortunately they just don't deliver after and nice people you see only before you pay money, after that nightmare begins...

Terrible company. Designer was completely impractical,the finishes were so bad the snagging had to be done five times and they made such a tight fit for the vent it has broken down three times!