Mijn Klacht:
In September last year, my partner and I have purchased a kitchen from this company. On our first meeting with the store manager, we proceeded to make a plan based on the measurements taken by us. Everything seemed according to our plan and we immediatly signed the contract accepting all costs involved.
On our second and final meeting at the store, this time with a different attendant, we were informed that based on the new measurements taken by De Keukenman (the company who takes care of the measurements and montage on behalf of Keuken Concurrent), we would need to remove one of the cabinets from the plan because there wasn’t enough space to fit it. A new plan was immediately presented to us with this change and costing EUR190 less, which of course we agreeded to, fully trusting the judgement and information provided by the professionals.
On the day when the kitchen was mounted we noticed that in fact there was more than enough space to fit the extra cabinet that we were advised to remove from our original plan due to lack of space. Besides this huge problem, one of the worktops came broken and one of the cabinet doors came with the wrong color and finish, which we were informed by De Keukenman that it would take six weeks to fix.
After contacting Keuken Concurrent presenting our complaint regarding these three issues, we simply received an email informing us that there was never a problem with the measurements taken by their professionals and that because we signed the new plan we would need to buy everything new if we wanted this problem solved.
We have replyed to Keuken Concurrent explaining that the only reason why we signed the new plan was because we were informed that there wasn’t enough space to fit the extra cabinet when in fact there is more than enough space to do it, meaning that we were mislead by wrong information provided by them, to which Keuken Concurrent replyed presenting us a resolution proposal which was for us to pay for a completely new worktop, extra cabinet and other parts needed plus montage work costing us a total of aprox. EUR 900.
We have once again replied to Keuken Concurrent, exposing our concerns and presenting our resolution proposal to pay in max. half of the new ammount proposed, since we do believe that they are at fault providing us with wrong information and misleading us to take the wrong decision, plus the fact that we needed to wait over six weeks in order to be able to complete the kicthen works such as placing tiles on the walls due to the broken work top received.
Keuken Concurrent decided to complely ingnore our complaints, not replying to us any longer. So now we have cabinets that end in the middle of the kitchen and even though we finally received the new worktop, the cabinet door that was installed recently it is still the wrong one meaning extra waiting time to get this fixed.
Keuken Concurrent never apologized for any inconveniences nor even provided an explanation as to why they decided to inform us that the cabinet wouldn’t fit when it does with space to spare.
Due to all the above and the lack of willingness from Keuken Concurrent to resolve this issue, we are now obliged to refer to legal methods in order to sick a fair resolution or at least a reply from this company.
This was honestly the worst customer service I have ever experienced and will never recomend their services to anyone.
Gewenste Oplossing:
We will only be satisfied once Keuken Concurrent admits their fault and agrees to a fair resolution to this problem.
Taking into consideration that if Keuken Concurrent wouldn't have mislead us with wrong information we would have only paid an extra EUR190 to get the kitchen that we wanted in the first place, this should be the only costs we customer would need to bear.
However, as we mentioned in our last email, we are willing to pay a maximum of half of the amount from their resolution proposal which is aprox. EUR900, having Keuken Concurrent absorbing the remaining rest and admitting their mistakes and inconveniences caused.
Having all of the above into consideration I believe that this proves we are willing to go the extra mile to resolve a problem that was never caused by us.
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