Moben Kitchens has a good reputation so we chose to purchase
a kitchen from this company. Big mistake.
I have paid £5680 for my kitchen, to me this is a lot of
money and I expect an excellent service that is finished to a
high degree of competency, without the hassle of persistent complaining
to have details finished off.
I am a patient man but being told that the, "required materials",
are on order, and, "we will call you", or "this
is a warranty matter", for 4 months tends chap me a lot.
Complaining only works if there is a system to make sense of the
complaint, a system that remembers you have called, a system that
does not throw you back and forth between two departments, (Warranties
and Installations), the ritual passing of the buck.
It is yet another 'faceless organisation' complaint, where the
telephone music never changes and the black hole switchboard service
renders your call powerless against its monotonous gravity.
Moben ask for all the money up front even after paying a deposit,
I now know why.
Today, (28/09/01) I had a break through, I managed to circumvent
the main switchboard and actually get through to the M.D's, (Phil
It was over all so quickly,a startled P.A, confronted with something
so unusual, " you are a customer!?", dispatched me back
to the switchboard post haste.
So near yet so far from the people that are supposed matter within
a company, oh well back to listening to Beethoven.
I have just read this bit in red as I written I have been passed
back and forth between warranties and installations, I know the
names of the heads of each department but have never dealt with
Other Moben Kitchen complaints
The original complaint was submitted on 28 September 2001. We decided
to write to Moben Kitchens without publication on 10 October 2001.
On 22 October, I received an email from Mr Southern confirming that
Moben Kitchens had contacted him and that the problem looked like
it was about to be resolved.
Unfortunately, this has not been the case:
Email received on 9 November 2001:
"I am furious with Moben Kitchens. Having spoke to them a week
before I e-mailed you to tell you the good news, nothing has happened.I
was assured that a regional rep would be told of my complaint and
it would be sorted out ASAP. I was even told I would be considered
for some form of compensation.Once again it is me who is phoning
I cannot tell a lie, Ms SC, (installations), did try to contact
me on one occasion after I had phoned and politely came down upon
some poor innocent. However on my messaging service she clearly
stated that I would be contacted by herself. I am sick and tired
of phoning and not being followed up, despite assurances to the
I am politely short on the phone and have not resorted to name calling,
although sometimes I think it would make me feel better.I am considering
having a solicitor writing a letter for me or if you could write
another one that would be great because it seemed to get the ball
rolling last time. They have clearly not fulfilled their contractual
obligations....Yours Seethingly J Southern."
A Right of Reply letter has been issued.
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