Mijn Klacht:

We visited Keuken Kampioen on the 12th March 2021 for the first time. The store manager helped us with designing a kitchen in his computer and we liked the design. After which he printed the design out along with the specifications and asked us to sign the document to the design and initial cost of the kitchen. Also what was informed to us was that this is just to agree on the design and quotation. There was no mention of cancellation charges whatsoever, during the entire conversation because the manager clearly stated that the order will be placed only after taking measurements.

Being expats, we do not know the Dutch language and hence we relied on the communication we received. According to the conversation we had we have only finalized the design and quote (we were also told that we will have a final discussion round after the measurements before we place the order), and have not purchased anything, as the purchase can only be made after the measurements and adjustments of the final design.

When we reached to them to inform that we won’t be proceeding with the kitchen on the 25th of March they informed us that we have to pay a cancellation fee of 30%.

We think it is unfair that we are asked to pay a cancellation fee when haven’t even finalized the measurements and design, and haven’t really purchased anything. The cancellation fee is so high and when we haven’t even finalized what we are going to buy, it makes absolutely no sense for us to pay the cancellation fee.

We feel like we are being cheated because we don’t know the language.

Gewenste Oplossing:

Free cancellation. We are ready to compensate the time spent on designing the kitchen (~2hours of work) based on market rates.