MFI UK - The Consumers Complaint List-In the Public Domain

Faulty Dishwasher Invoice Ref 47XXX– Diplomat ADP 8132

Over a year ago my husband and I purchased a fully integrated dishwasher with our kitchen from MFI, since then we have had nothing but trouble with the dishwasher.

I have had service call after service call logged with repeated visits and almost every part in my dishwasher has been replaced but still it does not work. The first repair man said it was to quote him “a crap machine” since then we have had several visits from service force but time after time after replacing 100 and one things our dishwasher continues not to work. One repair man said I was not putting enough salt in but our cups began to taste of salt and our crockery which is Denby the colour is beginning to fade because the dishwasher has been using so much salt.

Unfortunately, again last week I came home to find it had not worked and it seemed to blow our trip so again I cannot use it. My husband and I are extremely dissatisfied with this we have wasted so much time and taken holidays, to be at home time and time again for repair men. This fact can be borne out by the amount of service calls we have made in a year (over 9 times now I believe!).

Both my husband and I have full-time jobs and are often away from home mid week so the dishwasher has generally been used twice a week maximum but even then we ended up washing half the contents ourselves since we purchased.

I sent a letter to MFI on the 25th March and received a phone call to say their last visit had been one of good will and they will no longer service the dishwasher unless we pay. Service Force have copies of all the call outs and have acknowledged that we have had 9 service calls in one year.

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I really feel they could and should be doing something more to help solve this but it is impossible to speak to anybody there I just get through to a call centre (which can take up to 20 minutes to answer) who are unwilling to discuss the matter or help any further (please note the initial contact dates are not definite)

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Editorial Comments

update on 25 April 2003
Email from MFI(Melanie MFI E-Mail Liaisonwww.mfi.co.uk) :
"Good morning, thank you for your e-mail. Please could you advise me of your enquiry. Kind regards "

update on 28 April 2003
"Melanie I am not quite sure what you require I again attach my letter which explains the situation which I sent to MFI on the 25th March."
click for details

update on 12 May 2003
" Many thanks for all your help with this matter today MFI send a Hygena
engineer who did replace a number of items in the machine and was very
helpful. He did acknowledge that the problem had been with the machine
since day one and now claims to have rectified this. Fingers crossed that it works. Kind regards, Siobhan Mackenzie"

Having bought a fitted bedroom from mfi we have had nothing but problems. The day before the delivery they rang us,our bedroom furniture was on its way minus the wardrobe doors,after many phone calls and arguments with mfi the wardrobe doors eventually turned up.We receved 40 ,as a goodwill gesture. After checking our delivery we find that most of our goods need replacing and we have to wait 2 weeks for them to replace most of the dodgy furniture they sent us.I do not hold much hope for our case to get a satisfactory ending.Only time will tell if they will provide us with satisfactory goods.
Donna Potter ... 5 January 2004
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MFI! where do i start firstly i purchased a kitchen from them and appliances within 6 months i had to have the unit doors changed as there appeared cracked in the emnamel not after great complaining. i also purchased my applianaces through them the dishwasher has given nothing but problems and my cooker on newyears eve decided to stop working . the appliances are only a couple of years old and when i went to claim through the insurance that they provided i was told it had expired as they had took wrong bank details from me as the account was in my husbands name they would only talk to him to reistate policy some one from mfi rang took all bnak details from my husband and that was that this person did not process the insurance payment and would you believe it the insurance expired in june 03. when i tried to make a claim they blamed me and not the pathetic staff and crap appliences the sell. Brinderjit Mann ... 6 January 2004
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Why buy kitchens from Mfi ,B&Q etc ..if you ever shopped at WICKES,the quality far surpasses all others,in both materials and build quality!!!!!(a freelance kitchen fitter). Anthony Worsley...26 May 2003
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Anthony, I was advised otherwise! I was told Wickes are not as good as MFI and B&Q for kitchens, so i went to B&Q. Apart from the delays in delivery, I have no issues with B&Q. BTW, how much would you charge to fit a standard kitchen? JT..London ... 30 May 2003
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MFI's kitchen installation service is appalling. 15 months after completion we still have problems. The water flow is so bad it's quicker to heat water in the kettle but their after sales service is so bad - they could not care less. We have to resort to solving the problem ourselves as we need to sell the flat
John Clargo .. 4 July 2003
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Melanie is still MFI Liason Officer and still as ineffective as ever. Unless Melaine is a computer?? Maria Pearson ... 9 July 2003
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I wish to notify the significant problems and delay I did experience with the order a futon from MFI ...read here...
Edoardo Cervoni..2 August 2003
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I have purchased three tallboys from MFI, the delivery was delayed by one week. That was only the start. When we unpacked them we discovered one was damaged. So we phoned MFI,we placed the order for the tallboys on 8/08/2003 it is now 29/09/03 and we still do not have the replacement parts,despite being promised delivery on two occasions, for which my husband took time off work as holiday. The new date for delivery is 22/10/03, I don't hold out much hope. There is never anyone with any accountability on the end of the phone at customer services, they all cannot do anything about it. The most annoying thing about this is that the tallboys are made by Schreiber, which I just found out is owned by MFI, so they have control of the service from start to finish and have no excuses for service like this. Maybe I could charge them interest on my money,after all I wish I could borrow money for this long interest free.I really can sympathise with your problem. Fiona Lerigo .. 29 September 2003
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I paid £454.00 for four fireplace components including a gas fire in mid July at Wickes, Edmonton branch. I was assured that they would be delivered in 2 - 3 weeks. Today, September 30th, almost TWELVE WEEKS LATER, I am still waiting!! Their customer service is appalling, and I will not be shopping there any more. Is there any action I can take apartt from getting a refund? My infant son has been down with the flu constantly.
Judy Thomas... 30 September 2003
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Although in theory mfi supply the first years warranty no manufacturer produces an appliance that will last just one year, the manufacturer will almost certainly accept your position and should offer a replacement, as you have good grounds to return for a refund. Alan Bell .. 6 October 2003
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Do not buy a kitchen from mfi! I have had nothing but trouble. The order had lots of things missing off it.not because they were forgotten just never ordered. I was in the store two hours while the kitchen was planned. The work tops where too short, the housing unit was missing and the side pannels off the cupboards.just to mention a few.

Aftersales service stunk!!chasing for days, ringing the call centre to get no calls back.Long story short ended up buying worktops from somewhere else. was without sink, general kitchen use for three extra days because of mfi neglect!
Was given a refund for worktops but nothing in compansation for no kitchen or expenses for picking up own worktop. I would never buy anything off mfi again they dont care once they get your money.

I was also given a refund for the housing unit, only because it shouldve been in the price from the start. mfi where not fitting the kitchen. A very dissapointed customer. S.Lowry .. 5 October 2003
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Ordered Pacha dining table and 6 chairs on the 28/9/03 via internet and paid for them in full. 1st delivery date available was 4/11/03 which I duly booked. Upon delivery, no chairs were with the table and I was advised by the driver that they were delayed and to telephone the service centre. Apparently the chairs do have a further delay on them of approx 12 weeks and they are provisionally booked a new delivery date of 11/02/04.

I am extremely angry that nobody at MFI bothered to advise me of the delay and that I would have to wait 4 and a half months for my chairs despite paying for them in full when ordering. MFI advise that they may pay me a goodwill gesture following delivery of the chairs but I would have to sort that out after the delivery!

So I am left with a new dining table and no chairs throughout Christmas thanks to MFI, out of pocket and very very angry.
Shannon Brown ... 4 November 2003
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We have recently spent 6'000 on an MFI kitchen, which included having it fitted. The service we received from our branch and fitter was been pretty good. This was a dream kitchen for us and dealing with a national company that has banked 100% of the money before starting is a little worrying, but the one or two very small problems encountered, where sorted quickly and I can honestly say how pleased we are with what we got. Paul Arnold ... 23 November 2003
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I ordered bedroom furniture from MFI on the 24/10/03 I was given a delivery date of 19/11/03. On arrival of the delivery it was found to be incomplete.I eventually managed to get through on the service line(this in itself is quite an achievement) they promised to deliver the missing parts by 28/11/03needless to say they did not arrive. I contacted the head office who again made a promise to deliver the missing parts on the 2/12/03 again they did not arrive. On contacting MFI again they said they had had a system failure and where unable to give a delivery date.I will keep you updated of any further developments. Graham Emery .. 3 December 2003
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Fitted Bedroom Furniture. On th 10th October this year we had a 1750 bedroom suite fitted by MFI, aithough the fitting was ok the 'infill'panels were an odd shade. My wife and i visited the store in Mansfield to state our complaint to an understanding Mr PC who in turn stated that occasionally panels arrive are the wrong shade. The wardrobes were also fitted different to the original design which we wre prepared to overlook. Mr PC ordered new infill panels and asked us to contact him when they arrived to arrange a fitting date.

The panels arrived on the 29th October,we contacted MFI to arrange a fitting date and left it in their hands? To date ,4th December we have contacted MFI salesman and manager on at least six occasions and called into the store twice ,as yet we havent heard anything from the fitting team.

I was stupidly was under the impression a major store would have a good after sales service. I am now going to contact citizens advice and local press, i was looking to spend around 5000 pounds on a new kitchen in the new year but i can assure you at present it will not be with MFI and will be advising others not to make the same mistake. We hope to hear some good news in the future but we wont hold our breaths. Darren Jones ... 4 December 2003
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MFI HAVE SPOILT OUR CHRISTMAS. After spending every day of the past six months doing our new house up so it would be ready for xmas, we decided in October to buy a table and chairs from MFI in St.Helens, merseyside. We where informed it was in stock and we would get it on the 29th Oct.
click to read on ... MICHAEL HUGHES .. 13 December 2003
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Bought A savannah dining table in June, wasnt put together until sept because of moving house, the legs were damaged, was told of a delay in getting new legs, have been given many delivery dates all have passed with out delivery, just been told that our december delivery is to be delayed until february. And will not offer a temporary table when requested.
Andrew Collins ... 15 December 2003