LWK Kitchens London
Our specialist team create beautiful, working kitchen designs, tailored according to your needs and in line with your budget.
3D Rendering, Bespoke Kitchen Cabinets, Bespoke Worktops, Kitchen Design, Kitchen Fitting, Kitchen Renovation, Pantry Design, Utility Room Design, Cabinet Installation, Floor Plans, Kitchen Remodeling, Sustainable Design, Bespoke Fitted Furniture, Home Renovation, Lighting Design, Splashback Design, Kitchen Consultancy, German Kitchen Supply, Bespoke Design, Kitchen Extensions
London, Chelsea, Fulham, Shoreditch, Battersea, Wandsworth, Clapham, Camden, Kensington & Chelsea, Westminster
We're are sorry that you were unhappy with our service. Yes as you say we made an error with the ordering of the bespoke shelf. We tried to expedite the replacement, but we cant always guarantee a faster manufacturing time- its beyond our control. Our order process documents do make clear that a replacement for any item that is damaged or isn't correct will likely take five weeks to arrive.
Having read over the notes, on three sperate occasions we explained in writing that the worktop could be templated and installed without the bespoke shelf. You had chosen to employ your own fitters rather than those of LWK; had it been our own installers, this is exactly what they would have done, and the only jobs deferred until the new units arrived would have been to install the bespoke shelf and apply the silicone finish on the worktop. For whatever reason, your installers didn't want to do this, but it would have rendered the remanufacturing time of the shelf unit inconsequential.
We are sorry that you are unhappy with the kitchen colour. However, as you are aware, we conducted an exhaustive review into the order documentation, and you signed a specification that clearly featured a Graphite door.
Prior to your order being confirmed with the factory, you received three order confirmations; all of which stipulated the wall units, base units, and tall units, (separately stated in three places) that the door finish and gable finish was ‘Putty Concrete Graphite 381’.
On the 15th of March you digitally accepted and signed your Design Finalisation Order Confirmation. This is the document wherein you give us authority to place an order to manufacture the kitchen. Again, within this document was the specification of the door finish, being Putty Concrete Graphite.
The document explicitly asks you to sign to state, ‘I have confirmed the Door range(s), material(s), colour(s) and finish(es)
You have contended to us, that we have not provided you with a kitchen that meets the agreed specification. The Order Confirmation attached to your digital DFM signoff forms the entire agreement of specification, and you have accepted it. You had reviewed the samples in our showroom and were aware of the nomenclature used to identify them - as it is affixed in writing to each door. If you were uncertain, it was incumbent upon you to notify us of your lack of clarity and revisit our showroom to confirm.
We do state in the sign off documentation, ‘Please check the parts list… and if you have any questions please let me know.’ You didn’t raise any queries.
Based upon the above, it is not possible for us to accept that we have failed to deliver the agreed specification. Had we, from the same agreed specification, delivered a Putty Concrete Pearl Kitchen, and you had complained about the colour, we would have ordered replacement doors and panels at our cost without delay; as we would have failed to meet the contractual specification.
Notwithstanding the above, we offered to cover 50% of the replacement cost as gesture of goodwill. However, you have refused this, failed to acknowledge that you signed an order with us for the Graphite, and additionally asked for compensation. This isn't fair or reasonable, and as such we have reached a situation deadlock with you.