Thank you for taking the time to review our services it is very disappointing to learn about your experience. We take customer feedback extremely seriously and always endeavour to provide excellent customer service. This is reflected in 58 independent five-star reviews on houzz.co.uk and four Best of Houzz Customer Service Awards including this year and last.
We have looked very carefully into the issue you raise. We are always very clear with all our clients from the commissioning of a project our payment procedure and terms and conditions including final balance of payment is prior to delivery. This is done at the beginning of the kitchen design process as well as when the initial deposit is placed months in advance. On 30th November our production team sent you an email with the “for manufacture pack” which included PDFs of the Front Sheet, Terms & Conditions, specification, furniture drawings, final invoice and installation guide. The invoice clearly showed (not in small print) the balance to be paid 7 days before delivery allowing at least 3 months notice to when final payment was due. Our installation co-ordinator sent you an email on 12th March with a delivery letter and programme of works with the latter clearly stating again our payment terms with payment due on 20th March. Subsequently our installation co-ordinator then sent you another clear and polite email reminding you the balance was due on 20th March with the invoice attached again.
With regards to the last minute cancellation of your Roundhouse workop order this was because you found a more competitive quote with another supplier elsewhere. We always recommend using our worktop suppliers who we have worked with for over 20 years for the reason they provide the best quality materials, a huge variety of choices and are reliable. We also understand when a client would like to use their own supplier. We feel in this instance your comments on your worktop were nothing to do with what we could offer and the service we provide.
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Thank you for your further response and whilst we take on board all your comments having looked back through all our communications to you from the designer and our installation team there were several emails detailing payment terms including the invoice sent as an attachment. The invoice clearly states at the bottom “Balance due 7 days prior to delivery.” Two emails were sent 30th October and 30th November, the first highlighting the importance of the “for manufacture pack.” From our designers email to you "The For Manufacture Pack will have several important documents. A full set of plans and post survey plumbing and electrical plans, full furniture, worktop and appliance list. The final invoice and a set of Terms and conditions. The Invoice will show the next, interim payment and it is the paying of this and signing of the T&Cs that will trigger the manufacture." The second on 30th November “for manufacture pack” included our Terms and Conditions and final invoice which need signing before we commence the manufacture of your kitchen. We always ask our clients to read all documents and correspondence carefully.
We are proud of our friendly team most of whom have worked for Roundhouse for many years and our installation co-ordinator sent you a polite and clear email with regards to loading the lorry at the factory. It states in our Terms and Conditions we cannot deliver a project until full payment has been made. We are disappointed you had to post on other review sites, our designer has since called you to discuss your feedback which we have taken on board. Your kitchen is currently being installed and understand all is going smoothly. As always we will do the best job to the highest standard with the fitting of your kitchen. We do hope you enjoy your kitchen for years to come.
