Mijn Klacht:
I would like to make an official complain regarding procedures that keukenkampioen is using while selling their kitchens. As a clients we feel completely mislead and scammed.
My husband has signed the orderbevestiging for the kitchen in keukenkampioen, but he was not aware of what he is signing.
In the first step we were obligated to pay 30% cancellation fee, now the offer went to 15% BUT we have a lot of arguments stating why we think we shouldn’t pay any cancellation fee.
1. The unlucky day that we visited keukenkampioen and signed the orderbevestiging was 14.08.2016:
– Advisor was not experienced
We were helped by not employee. The man was the boyfriend of Mrs Cointent (her name is on the invoice). He was just helping her/or the company during summer time (he mentioned that himself).
– Language
Entire visit was in English. Either me or my husband don’t speak dutch daily. We requested for English and all the talk till we left was in English.
– Rights and conditions.
During our visit by keukenkampioen we thought we are getting an offer, we were curious about the price we can get for the kitchen that we have in mind.
• we were not aware about signing the overeenkomst (nobody informed us),
• we felt obligated to sign the document due to timing
• nobody explained or show to us our rights and conditions (not our advisor, not his girlfriend Mrs Cointent, and not the other 2 guys that were pricing the kitchen)
2. Day after, so 15.08.2016 my husband Dirk De Beer called the number of filiaal in Utrecht 0302670006, and informed that we have change our mind. We decided that the kitchen is too expensive for us and its over our original budget.
On that stage, we even didn’t know if we will get the mortgage for the house and “bouwdepot”. In august 2016 we just started the procedures for buying the house, nothing was certain.
The lady on the phone said it is ok. She said maybe I will hear from you later.
For us it was case closed, we were not informed about any further conditions, issues, things that we have to know… We throw away the orderbevestiging document as not important.
3. The ghost kitchen:
– there was no appointment made to measure the kitchen at the address, there were never detailed sizes checked or taken
– kitchen was never made
– kitchen never arrived
4. Unaware anything for more than 5 months: in that time we get the mortgage, we finally have bought our house (16.09.2016), we renovated the house from the mortgage budget (“bouwdepot”) that was 10.000 euro. We bought and installed kitchen (from other company), we bought and installed bathroom, we put floors etc… We moved to our new house on 1.11.2016.
5. On 23.12.2016 keukenkampioen called and emailed my husband Dirk De Beer that we have 14 days to pay 30% of the kitchen price (the invoice is made for 2186,7 euro). We found it ridiculous. It’s been more than 5 months after, the kitchen was never made, we have no money and most important we already have different kitchen.
6. Geschillende commisie is not an option for us because we don’t know dutch language enough to win that.
7. On 23.01 we received an offer to pay 15%. It’s still €1093,35, so a lot of money. But right now we don’t have choice and we feel forced to do that.
We feel cheated and misled by keukenkampioen. They don’t seem to treat their clients serious. We have dozens of questions that we can’t find an answer to. Although we have decided to take their offer and pay 15% cancellation fee, we are still highly dissapointed with the solution.
Gewenste Oplossing:
I will be happy if the signature of my husband on the overeenkomst will be treated as not valid. This document in our case should be completely discarded. There should be no cancellation fee, and all the money that we have agreed to pay should be return to our bank account.
