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Comments:
I found this company on google promising cheap kitchens. I phone up to speak to pleasant young woman who were ver co-operative and helpful. booked a designer to come round who was extremely curtious and proffesional and designed me a kitchen from scratch that seemed very good on paper, and even better once it was installed
Due to the water damage from last years flooding I had to get a new kichen. I wanted it to look as close to my old kitchen as possible, which I am told was a "Oakley" kitchen.
I went through this company who told me that they do this range under a different name. seeing as it was the cheapest offer I was given, I chose to go with them. I had thusfar not heard of Rock Solid Kitchens , so gave them the go-ahead, paid my deposit and although they told me I could have delivery as soon as next week I had them wait while I had someone look at the walls behind my existing kitchen units to assess the water damage.
after a few weeks everything was sorted, and i was ready to have my delivery.The next week I and my builders installed the kitchen in, and now my kitchen looks nearly identical to how the old one ooked when it was brand new.
I have read through the comments on this site and would like to say that my experience has not been like that at all.
I bought a kitchen through rock solid a few months ago and could not be happier. maybe as the below poster says, I have got lucky, but with the quality of the kitchen i have recieved, i beg to differ. beautiful granite worktops and really stunning cupboards, it really couldnt be any better.
Rock Solid Kitchens/Kitchens Direct:
I have just read through a number of comments and I'm quite worried that I've paid the company for goods I haven't received. 'Kitchens Direct' were supposed to have delivered my kitchen one month ago and to date, I still haven't received all of the units. I've had to pay the kitchen fitter twice and have taken days off of work to receive the order, which hadn't even been loaded on a van for delivery!!! When it did eventually get loaded on, apparently the van broke down on it's journey??? Basically, it's a load of rubbish. How are companies allowed to trade like this and get away with it? They eagerly send someone round to measure up for you, take your deposit and don't bother to deliver what you've ordered. I am so angry and it's all holding up building works etc. I wish I had purchased a kitchen from a well-known company. I went on blagger before I ordered the kitchen and people had given good comments about this company. They either got lucky, or are lying!!
I have bought a kitchen through rocksolid myself, and despite a few odd contractual terms, found the company to be extremly straightforward to deal with.
I have just this week installed the kitchen, The whole thing positivly oozes style, a very sophisticated kitchen, a pretty damn good price.
I went through exactly the same experience, but they only wanted a 100 quid and they were going by the name Kitchens. This gang regularly change their name so they can suck in other unsuspecting punters.
My advice would be to write to them, stating firmly that you will contest any action in court with the utmost vigour. They will almost certainly file a claim via the Northampton County Court. Don't worry about this. This is just an electronic clearing for small claims that is used by bogus and bona fide companies alike to try and get money without hassle. It's easy to do and cheap, which fits in with the lazy, slipshod and hypocritical nature of the company you are dealing with.
As soon as you get the summons through the post, you can log on to the Northampton County Court and immediately file a defence. This is what we did. We also got in contact with Oldham Trading Standards who gave us a statement supporting in our action against Kitchens. We filed our defence in September, and have heard nothing since. These guys are defending claims for damages in the small claims courts up and down the country. Moreover, the owner of the company, Vance Miller, are facing criminal charges in the Manchester Crown Court relating to the activities of their company. In short, they have their hands full with their legal problems to pursue you for two hundred quid.
The number for Oldham Trading Standards is 0161 770 3000.
We recently cancelled a £200 cheque deposit with Rock Solid after repeated attempts to contact their customer services regarding issues we had with the drawings and measurements. We have now received a letter demanding the money TWO Hundred Quid! within 14 days or court action. As we signed into a contract! On the back of the measuring up plans. Has anyone else been through this with them, what should we do - go to court, ignore the letter, write to them outlining our concerns and reason for cancellation or stump up the money - which in light of this companys reputation I do not wish to do.
Rock Solid have just been featured on the BBC East Midlands today news-programme. It showed the really awful quality of the product and mentioned the lack of customer service care from the company. It also said that the company is (surprise, surprise) under investigation by Trading Standards.
I was foolish enough to order a kitchen from Rock Solid Kitchens and am facing the same dilema. The kitchen has been delivered with units damaged, units missing and the units are extremely poor quality. I am currently trying to get this rectified but like everyone else can not seem to get hold of anyone. Surely there must be a way to stop this company from trading. The 'Customer Service' Agents are unbeleivably rude and the way I have been spoken to is absolutely disgusting. I suggest everyone who has been involved to get intouch with Trading Standards to see if they can stop this happening to anyone else.
I just happened to see it while complaining about my godawful mfi kitchen. just thought id put my comments down, seeing as I had a much better experience with this company than the one people seem to reccomend as an alternative.
why on earth would you care anyway, unless you honestly belive that blaggers soley for complaining. of course thats what most people do here, but you know, you might as well leave a good comment about a company you had a good experience with while you do. you know, as the world is so focused on the negatives these days.
Do not trust this company, our experience gets worse and worse.
After faxing a personal number on the back of the order form we finaly get a response from the company, after trying to contact them for a week.
They have advised they sacked their agent who was working on our kitchen half way through ...he sold us the kitchen and said he would fit it for cash... so we stomped up 80% of it anmd paid for all the materials...mow its tuff the company accept no responsability for their agents.
we received damaged items, and even worse please beware this company is sending stuff new, please look again they sent us second handunits in different colours.
This company like cash up front, so we are left with half a kitchen.
Over £2000 costs so far, to replace the faulty items, or the bits that are damaged and to get some one to finish off the kitchen.
Even worse the electric are so bad, and the cooker plug electric smashed the electricity people said could have caught light or given anyone any electric shock at any time, so they could have burnt down our home!!
Do not trust this company, missing items, faulty items, colours dont match and even worse second hand carcases.
And even worse han that their Agent who fitted the kitchens, blocked the drains, disappeared half way through fitting the kitchen, now have ben told all the electrics have been fitted badly.
KKSlider Why on earth would you be looking at a blagger site for Rock Solid Kitchens, which is listing pages and pages of complaints, when you are "so delighted with your purchase"???
BUYERS BEWARE This company will take your money and if you are "Lucky" you will receive a pile of mismatched, incomplete units and damaged worktops. Doors that don't match and other general odds and ends of screws and fittings which again do not match. It is quite obvious that this "Company" put together assorted bits and pieces of kitchens and scoop up handfuls of bits and pieces which are supposed to be the fittings. Having read the blaggs on this company which trades under Rock Solid Kitchens and Kitchens and Vance Miller and goodness knows how many other names, they have been getting away with ripping people off for years. SO WAKE UP PEOPLE DO NOT BUY FROM ANY OF THESE KITCHEN COMPANIES. Any reputable company would deal with their customer complaints swiftly to avoid bad publicity, these people have had since the 7th March to resolve this personal problem and have still done nothing.
The other Blaggers on this site confirm that others have not been resolved dating back from 2007!!!!!
Im suprised to see rocksolid on this website, I went with them after my horrible experience with MFI, and in contrast they were courtious, helpful and the kitchen they sent was very very beutiful.
Its no suprise that MFI are on top for being "worst blagger" of the month. (and I feel sorry for anyone who chose to go with them after dealing with RSK)
Kitchen has now arrived (4th date) As far as I know only 2 drawer fronts are not with order but will be couriered up to us. The driver was most helpful as was Lee who called to advise us that our order was despatched and would arrive on Thursday. Didn't realise buying a kitchen could turn out to be as stressful I do realise it's perhaps not a major deal but when it is the room probably most used in the house, the impact really does hit. On the plus side the units look good!!
can't complain, not the best service in the world, but kitchen looks pretty good, and it was a very cheep price for it. I would probebly rate them 7/10 overall.
I wish I had read this before entering into a service from this company. It would seem the trend for failed delivery dates no answer or lengthy waits on phone and unable to contact driver are common to the company. So far we have had 3 failed delivery dates and I reckon we have spoke to all the employees except senior management. We have now sent recorded delivery letter and fax as advised by the "Which?" legal services and await their response. Meanwhile we are using a microwave and a george foreman to cook in an empty room!!
Again been let down by this awful company. The missing parts which were to be here 24thMarch, arrived 27th and guess what? Yes wrong size doors sent. Have sent of yet another email asking for correct sized doors to be sent within 7 days. Will keep you all informed . Please do not waste money by phoning this company they are both lax and rude and costly. email is kitchens.customerservice@hotmail.co.uk
This is the third attempt for Rock Solid to try to make me a satisfied customer. Sorry they have not succeeded. The missing items failed to be delivered on due date. Was given delivery office number. They could not help had to contact customer service again. Girl on end of phone left me on hold for over 12 minutes. When I called back was told to expect at least a twelve minute hold as they had to search filing cabinets for my file. So held for 15 minutes then was told they could not find my file and could I hold again. I put phone down, and am now trying to make contact via email. Their address is kitchens.customerservice@hotmail.co.uk. Hope you have better luck than me. Will keep all updated
Absolute rubbish, customer service is appalling, took day off work to receive goods which failed to arrive, made several calls to the company who said that they could not contact the driver ( must be good business to employ staff and not know where they are!!) Goods arrived at my door at 7am the following morning and several items were either the wrong size or missing. As I had a joiner arranged to start work the following week he was therefore only able to install part of the kitchen. This said joiner also stated that I had thrown out a better kitchen than the one he was installing ( and my old kitchen was at least 20 years old!) Eventually gave up trying to receive the correct goods and had to alter my kitchen plans instead! The quality of the goods itself is very poor, you open the cupboard doors and the hinges snap and the door falls off, not good when you are holding a baby in the other arm! So potential customers please beware, if the price seems to good to be true then it usually is! At the end of the day you do get what you pay for! P.S Find it quite hard to believe that the good comments are from genuine customers or did the company actually get it right on a couple of occassions?
I recently purchased a sizeable kitchen through Rock Solid, a fair few cabinates of an assortment of sizes and several slabs of worktop. I was most pleased with the expedience of their delivery service, I received exactly what was requisitioned through my stipulation with the company in a most prompt manner. hardley a week had expired before the van arrived.
Absolute garbage. If you want to give any one a heart attack give them this web site. Things missing. not just small things like doors but also complete units, several of them. Phone staff a nightmare. They have cut me off twice. Could not care less. Contact by phone is a major problem lines ring out. Contact by email on web site is blocked. Trading standard will be getting a call this week. Even the girl who measured up for us has left the company, I,m not surprised. Fitters never contacted us, I can onlu assume they too know of the problems.The list of complaints is too long to list here, but please avoid them.I gave them £2500 which I would have been better throwing out the window.
Interesting to read the comments of others who have dealt with Rock Solid Kitchens. I thought I should add my comments as a recent and possibly current customer of theirs.
We contacted Rock Solid Kitchens having seen their advertisement, and their sales representative Abby turned up on time and convinced my wife that all the items that she wanted for the kitchen could be readily supplied and we ordered 22 units with various accessories and was promised a delivery date of 21 January. We arranged for workmen to arrive the day after the due delivery date to fit the units and we both also took the day off work to receive the goods.
We had been advised by Abby, the friendly sales rep, to call in after 8 a.m. to check the approximate delivery time; my wife did so only to be curtly told to call back after 9.30 a.m. She called back and was told that they were unable to contact the driver at the moment. A few more phone calls that day established that they thought that the driver’s phone was switched off, but he was definitely on his way. I received a call on my mobile much later that afternoon from another driver, who told me he was replacing the original driver who had called in sick. The delivery was now to be the following day.
The next afternoon on 22 January two vehicles turned up to offload the goods. The delivery men and I found it difficult to match the items against the available delivery note as the description of the goods listed on their delivery note, and my copy of the ordered goods did not quite match with the description on the actual items being delivered. Interestingly, the date on the delivery man’s delivery note of 21 December 2008, should have warned us of what was to come. In the mean time we managed to establish that two of the major units were damaged, some of the units had doors missing, 2 x carousels, some door handles, some soft closures for the draws, three of the wall corner posts and the pipes for the sink unit were missing. The driver also recalled that he had forgotten to load 2 x 5 packs of cornices and pelmets thinking they were for another customer. He assured us that all the missing items would be sent by courier and we would have them within a day or two. We later found on unpacking the sink that the sink was damaged as well
The following day my wife called the customer service number, to find out what day the missing items would be delivered. That started a very mixed series of customer service responses ranging from rude, unhelpful and obnoxious to apologetic but ineffectual. It also started a saga of numerous daily calls to try and arrange a day for the items to be delivered, while we remained without the use of a kitchen for over three weeks. Added to that was the expense of compensating the workmen who had turned up to fit the units and then informing them it was not going to happen. Subsequent attempts to speak to a supervisor or manager in our attempts to find out when the missing items would arrive was just simply impossible. One reason for this was “you can’t speak to a manager because she is too busy to talk to customers and has three departments to run” One of the advisors, Judith, declared that she would personally take on responsibility for sorting thing out, but was off sick the following Monday and was not heard off since. We then continued with many more calls to the Customer Service number and managed to persuade yet another advisor to arrange the delivery of the missing items.
The missing bits were now going to arrive on the 5th February. We then found on arrival that only a few of the items were there and we paid another £100 for those parts we did receive and received more assurances that the outstanding items were “on their way”
We then continued with the daily saga of calls to the Customer Service line.
John was another advisor who apologised profusely for the ongoing failed deliveries, promised that he would get a delivery date sorted out for the missing items and asked for us to confirm things with him on the Monday 11th February. On calling up to speak to John first thing on the Monday I was told he was busy on the phone, so I asked if he could be left a message for him to contact me. This process was repeated quite a few times during the day, even resulting in one of the advisors telling me that she was one of the people I had spoken to earlier and confirmed that John had been given the message, The calls went on all day until I was finally informed that John had finished work and gone home. One of the advisors earlier insisted that there was no need to speak to John as she would be able to deal with the query and then quickly proved that she was completely incapable of understanding the situation, being purely focussed on the fact that there was £160 of outstanding balance. (This paltry sum had been withheld until we received full delivery). All of these conversations would be frustrating in themselves, but they all took place following a process of being connected to a voicemail message, choosing an option and therefore being charged for the call, only to find the vast majority of the time the extension was engaged or if not, it would be allowed to continue ringing until at this end we gave up, or at the other end someone finally answered. I hung on with a few of these failed calls for 20 minutes before giving up.
By coincidence, Abby the sales rep called up to ask how we were enjoying the new kitchen (He was no doubt hoping for some follow up orders, which would certainly have come his way of we were satisfied customers, however we were not) and when it was explained to him how things had gone, he promised to get it sorted out with customer services and that he would get someone to call and get it resolved. Sure enough the following day we were contacted by a customer service representative who said she needed to obtain our file and would call back the following day, she did not call back the next day or ever again and Abby sunk back without trace as well, as he has not been heard from since either.
We chased up on a daily basis to try and obtain the missing pieces and finally recognising this was likely to take some time went off to B&Q to buy a sink and other essential parts to enable us to use the sink. I patiently explained to one customer service advisor that we had been continually promised the missing items on a daily basis and we were no further forward. He offered to send the missing items by courier, which he explained took between 7 to 21 days (Some courier service that!). A couple of days later I was able to get a firm delivery date from them. This was to be on 20 February.
I received a call on 20 February to say that the driver was on his way and I duly left work to meet him. I got another call from the driver to ask how I intended to pay and he seemed satisfied when I said I would pay cash in full, on receipt of all the goods. I then got a further call from the driver to say that some of the items were missing. He finally arrived and off loaded the goods when we found the 2 x carousels were out of stock, 3 x wall unit corner posts were missing, two 900 x 600 mm front doors for the fridge / freezer were still missing, along with their 2 x in fills. However the plate rack was easily recognised being covered in bubble wrap and clearly marked as such by marker pen. When opening the plate rack later, I discovered that it contained various bits of wood that were the wrong colour, had never ever been part of a plate rack, never mind a full one and would certainly never be one in the future. Yet another great fob off from Rock Solid Kitchens.
My wife continued to fill her spare time by trying to contact them to encourage some kind of action and eventually managed to speak to Jason on 2 March who promised faithfully and convincingly that the missing items would be delivered by courier before the end of the week and certainly be there by 7th March at the latest. Unsurprisingly nothing happened during that week and sure enough nothing arrived on 7 March and Jason duly swelled the ranks of all the other Rock Solid Customer Service advisors we were never to hear from again.
Giving it a break for the weekend, we tried again on 10 and 11 March, finally managing to speak to Emma on the 11th who initially said “I can’t find your file love” then took time out to have a long consultation with her colleagues and finally informed us that the items were out of stock. When it was pointed out that they had been out of stock for over two months now, but seemingly not out of stock when the order was first made and she was asked when they were likely to be in stock. Emma told us she did not know. She added comfortingly, that other people were also waiting for stock and these would need to get theirs first (She did not mention how many months these other poor unfortunates had been waiting) It was pointed out that having waited two months this could drag on until the end of the year and she was asked when were they likely to be in stock. Emma merely said she did not know what was going to be happening later in the year. So that summed up that little piece of customer experience.
If anyone thinks this is a long winded explanation, believe me this is a very much abbreviated version of our dealings with Rock Solid Kitchens
If any one who has the slightest shred of responsibility within Rock Solid Kitchens reads this. We would be extremely grateful if you would get those missing kitchen bits sent out to us.
I did wonder on reading some of the positive comments on this site, if the Customer Service advisors were so busy writing these up a pseudo customers, that it left them little time to deal with the real customer service issues that faced them. But I may be just a touch too cynical!!!!
Found an advertisment in the paper and decided to place an order with this company. Understandably i had worrys, anyone who spends over a thousand on anything does. Couldn't have been more wrong. Kitchen is now installed without much problems.
Most impressed with the cooker, do it as a hooby so went for a range cooker. Found the whole thing easy to install and so far works great. In short, would suggest to friend.
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Comments:
I went through this company who told me that they do this range under a different name. seeing as it was the cheapest offer I was given, I chose to go with them. I had thusfar not heard of Rock Solid Kitchens , so gave them the go-ahead, paid my deposit and although they told me I could have delivery as soon as next week I had them wait while I had someone look at the walls behind my existing kitchen units to assess the water damage.
after a few weeks everything was sorted, and i was ready to have my delivery.The next week I and my builders installed the kitchen in, and now my kitchen looks nearly identical to how the old one ooked when it was brand new.
I bought a kitchen through rock solid a few months ago and could not be happier. maybe as the below poster says, I have got lucky, but with the quality of the kitchen i have recieved, i beg to differ. beautiful granite worktops and really stunning cupboards, it really couldnt be any better.
I have just read through a number of comments and I'm quite worried that I've paid the company for goods I haven't received. 'Kitchens Direct' were supposed to have delivered my kitchen one month ago and to date, I still haven't received all of the units. I've had to pay the kitchen fitter twice and have taken days off of work to receive the order, which hadn't even been loaded on a van for delivery!!! When it did eventually get loaded on, apparently the van broke down on it's journey??? Basically, it's a load of rubbish. How are companies allowed to trade like this and get away with it? They eagerly send someone round to measure up for you, take your deposit and don't bother to deliver what you've ordered. I am so angry and it's all holding up building works etc. I wish I had purchased a kitchen from a well-known company. I went on blagger before I ordered the kitchen and people had given good comments about this company. They either got lucky, or are lying!!
I have just this week installed the kitchen, The whole thing positivly oozes style, a very sophisticated kitchen, a pretty damn good price.
I went through exactly the same experience, but they only wanted a 100 quid and they were going by the name Kitchens. This gang regularly change their name so they can suck in other unsuspecting punters.
My advice would be to write to them, stating firmly that you will contest any action in court with the utmost vigour. They will almost certainly file a claim via the Northampton County Court. Don't worry about this. This is just an electronic clearing for small claims that is used by bogus and bona fide companies alike to try and get money without hassle. It's easy to do and cheap, which fits in with the lazy, slipshod and hypocritical nature of the company you are dealing with.
As soon as you get the summons through the post, you can log on to the Northampton County Court and immediately file a defence. This is what we did. We also got in contact with Oldham Trading Standards who gave us a statement supporting in our action against Kitchens. We filed our defence in September, and have heard nothing since. These guys are defending claims for damages in the small claims courts up and down the country. Moreover, the owner of the company, Vance Miller, are facing criminal charges in the Manchester Crown Court relating to the activities of their company. In short, they have their hands full with their legal problems to pursue you for two hundred quid.
The number for Oldham Trading Standards is 0161 770 3000.
Hope this helps
why on earth would you care anyway, unless you honestly belive that blaggers soley for complaining. of course thats what most people do here, but you know, you might as well leave a good comment about a company you had a good experience with while you do. you know, as the world is so focused on the negatives these days.
KKSlider at 16th Apr 2008, 01:31PM
After faxing a personal number on the back of the order form we finaly get a response from the company, after trying to contact them for a week.
They have advised they sacked their agent who was working on our kitchen half way through ...he sold us the kitchen and said he would fit it for cash... so we stomped up 80% of it anmd paid for all the materials...mow its tuff the company accept no responsability for their agents.
we received damaged items, and even worse please beware this company is sending stuff new, please look again they sent us second handunits in different colours.
This company like cash up front, so we are left with half a kitchen.
Over £2000 costs so far, to replace the faulty items, or the bits that are damaged and to get some one to finish off the kitchen.
Even worse the electric are so bad, and the cooker plug electric smashed the electricity people said could have caught light or given anyone any electric shock at any time, so they could have burnt down our home!!
And thats not all of it!
And even worse han that their Agent who fitted the kitchens, blocked the drains, disappeared half way through fitting the kitchen, now have ben told all the electrics have been fitted badly.
Please do not trust company does not want to know
The other Blaggers on this site confirm that others have not been resolved dating back from 2007!!!!!
Its no suprise that MFI are on top for being "worst blagger" of the month. (and I feel sorry for anyone who chose to go with them after dealing with RSK)
We contacted Rock Solid Kitchens having seen their advertisement, and their sales representative Abby turned up on time and convinced my wife that all the items that she wanted for the kitchen could be readily supplied and we ordered 22 units with various accessories and was promised a delivery date of 21 January. We arranged for workmen to arrive the day after the due delivery date to fit the units and we both also took the day off work to receive the goods.
We had been advised by Abby, the friendly sales rep, to call in after 8 a.m. to check the approximate delivery time; my wife did so only to be curtly told to call back after 9.30 a.m. She called back and was told that they were unable to contact the driver at the moment. A few more phone calls that day established that they thought that the driver’s phone was switched off, but he was definitely on his way. I received a call on my mobile much later that afternoon from another driver, who told me he was replacing the original driver who had called in sick. The delivery was now to be the following day.
The next afternoon on 22 January two vehicles turned up to offload the goods. The delivery men and I found it difficult to match the items against the available delivery note as the description of the goods listed on their delivery note, and my copy of the ordered goods did not quite match with the description on the actual items being delivered. Interestingly, the date on the delivery man’s delivery note of 21 December 2008, should have warned us of what was to come. In the mean time we managed to establish that two of the major units were damaged, some of the units had doors missing, 2 x carousels, some door handles, some soft closures for the draws, three of the wall corner posts and the pipes for the sink unit were missing. The driver also recalled that he had forgotten to load 2 x 5 packs of cornices and pelmets thinking they were for another customer. He assured us that all the missing items would be sent by courier and we would have them within a day or two. We later found on unpacking the sink that the sink was damaged as well
The following day my wife called the customer service number, to find out what day the missing items would be delivered. That started a very mixed series of customer service responses ranging from rude, unhelpful and obnoxious to apologetic but ineffectual. It also started a saga of numerous daily calls to try and arrange a day for the items to be delivered, while we remained without the use of a kitchen for over three weeks. Added to that was the expense of compensating the workmen who had turned up to fit the units and then informing them it was not going to happen. Subsequent attempts to speak to a supervisor or manager in our attempts to find out when the missing items would arrive was just simply impossible. One reason for this was “you can’t speak to a manager because she is too busy to talk to customers and has three departments to run” One of the advisors, Judith, declared that she would personally take on responsibility for sorting thing out, but was off sick the following Monday and was not heard off since. We then continued with many more calls to the Customer Service number and managed to persuade yet another advisor to arrange the delivery of the missing items.
The missing bits were now going to arrive on the 5th February. We then found on arrival that only a few of the items were there and we paid another £100 for those parts we did receive and received more assurances that the outstanding items were “on their way”
We then continued with the daily saga of calls to the Customer Service line.
John was another advisor who apologised profusely for the ongoing failed deliveries, promised that he would get a delivery date sorted out for the missing items and asked for us to confirm things with him on the Monday 11th February. On calling up to speak to John first thing on the Monday I was told he was busy on the phone, so I asked if he could be left a message for him to contact me. This process was repeated quite a few times during the day, even resulting in one of the advisors telling me that she was one of the people I had spoken to earlier and confirmed that John had been given the message, The calls went on all day until I was finally informed that John had finished work and gone home. One of the advisors earlier insisted that there was no need to speak to John as she would be able to deal with the query and then quickly proved that she was completely incapable of understanding the situation, being purely focussed on the fact that there was £160 of outstanding balance. (This paltry sum had been withheld until we received full delivery). All of these conversations would be frustrating in themselves, but they all took place following a process of being connected to a voicemail message, choosing an option and therefore being charged for the call, only to find the vast majority of the time the extension was engaged or if not, it would be allowed to continue ringing until at this end we gave up, or at the other end someone finally answered. I hung on with a few of these failed calls for 20 minutes before giving up.
By coincidence, Abby the sales rep called up to ask how we were enjoying the new kitchen (He was no doubt hoping for some follow up orders, which would certainly have come his way of we were satisfied customers, however we were not) and when it was explained to him how things had gone, he promised to get it sorted out with customer services and that he would get someone to call and get it resolved. Sure enough the following day we were contacted by a customer service representative who said she needed to obtain our file and would call back the following day, she did not call back the next day or ever again and Abby sunk back without trace as well, as he has not been heard from since either.
We chased up on a daily basis to try and obtain the missing pieces and finally recognising this was likely to take some time went off to B&Q to buy a sink and other essential parts to enable us to use the sink. I patiently explained to one customer service advisor that we had been continually promised the missing items on a daily basis and we were no further forward. He offered to send the missing items by courier, which he explained took between 7 to 21 days (Some courier service that!). A couple of days later I was able to get a firm delivery date from them. This was to be on 20 February.
I received a call on 20 February to say that the driver was on his way and I duly left work to meet him. I got another call from the driver to ask how I intended to pay and he seemed satisfied when I said I would pay cash in full, on receipt of all the goods. I then got a further call from the driver to say that some of the items were missing. He finally arrived and off loaded the goods when we found the 2 x carousels were out of stock, 3 x wall unit corner posts were missing, two 900 x 600 mm front doors for the fridge / freezer were still missing, along with their 2 x in fills. However the plate rack was easily recognised being covered in bubble wrap and clearly marked as such by marker pen. When opening the plate rack later, I discovered that it contained various bits of wood that were the wrong colour, had never ever been part of a plate rack, never mind a full one and would certainly never be one in the future. Yet another great fob off from Rock Solid Kitchens.
My wife continued to fill her spare time by trying to contact them to encourage some kind of action and eventually managed to speak to Jason on 2 March who promised faithfully and convincingly that the missing items would be delivered by courier before the end of the week and certainly be there by 7th March at the latest. Unsurprisingly nothing happened during that week and sure enough nothing arrived on 7 March and Jason duly swelled the ranks of all the other Rock Solid Customer Service advisors we were never to hear from again.
Giving it a break for the weekend, we tried again on 10 and 11 March, finally managing to speak to Emma on the 11th who initially said “I can’t find your file love” then took time out to have a long consultation with her colleagues and finally informed us that the items were out of stock. When it was pointed out that they had been out of stock for over two months now, but seemingly not out of stock when the order was first made and she was asked when they were likely to be in stock. Emma told us she did not know. She added comfortingly, that other people were also waiting for stock and these would need to get theirs first (She did not mention how many months these other poor unfortunates had been waiting) It was pointed out that having waited two months this could drag on until the end of the year and she was asked when were they likely to be in stock. Emma merely said she did not know what was going to be happening later in the year. So that summed up that little piece of customer experience.
If anyone thinks this is a long winded explanation, believe me this is a very much abbreviated version of our dealings with Rock Solid Kitchens
If any one who has the slightest shred of responsibility within Rock Solid Kitchens reads this. We would be extremely grateful if you would get those missing kitchen bits sent out to us.
I did wonder on reading some of the positive comments on this site, if the Customer Service advisors were so busy writing these up a pseudo customers, that it left them little time to deal with the real customer service issues that faced them. But I may be just a touch too cynical!!!!
Most impressed with the cooker, do it as a hooby so went for a range cooker. Found the whole thing easy to install and so far works great. In short, would suggest to friend.
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