Häfele UK Reviews 47

Been using hafele UK for years never had an issue with them like someone else said don't always trust negative reviews do your own research

At time of writing Hafele IT systems have been shut down because - according to a splash page on their website - "our company has been the target of a cyber attack from an external source".

I empathise. However, over a week on - and with no timescales for fixing the issues - they still don't seem to have any manual backup in place.

With the website and products inaccessible, all my kitchen designer needed was the latest catalogue for me to browse and choose corner storage.

However, when called, Hafele customer service weren't even prepared to take down the name of their trade customer and pop a catalogue in the post.

Terrible customer service, no flexibility/common sense and good reason to take my business elsewhere.

Who knows, perhaps the cyber attack came from a disgruntled customer?

I just read some of the negative reviews for Hafele and I must say it's quite the opposite of my experience. My company has bought parts from Hafele for abot 7 years, probably over 100 transactions and I've always found them extremely efficient and well organised. Stock levels are shown on the item page so you always know if something will be sent on back order (and that's only on rare occasions).

I ordered a small selection of wardrobe fittings on 12/6, all very standard, which I expected to be off the shelf in stock. The order took nearly 3 months to come down in 5 different shipments from June to September. Project completed long before. On trying to return I was informed "outside 28 days" despite them taking 3 months - extraordinary/unusable. So do I now dump it? Not very green. Tried to email MD to correct email but it was rejected, so using Trustpilot. Really surprised a quality company like Hafele is so poor to use.

I believe that Hafele are selling factory seconds as perfect parts through Toolstation. Pull out larder Toolstation code 97194 had clearly had instructions modified to force an M4 screw into an offset m5 tapped hole.
It is such an appalling engineering mistake to expect that an M4 screw forced into an M5 hole will have the same service life of a properly manufactured product.
To make matters worse, Hafele customer service refused to talk to me, as I bought the product from Toolstation

I have been struggling to find the correct handles for a new kitchen door that will be arriving next week and found ones that looked suitable online but from the description it was not clear how the handle was disassembled for fitting.As the retailer could not give me any other details I decided to contact the manufacturer, Hafele and spoke to a Technical Support Advisor, Gavin Saunders.
From the outset Gavin was very friendly. He found the handles in the company's catalogue but, like me, could not throw any more light on the fitting instructions. Gavin assured me that he would personally look into this and get back to me as soon as he could.
The very next day, I received an email from Gavin saying that he had found the handles in their warehouse and he also attached photographs he took of the handle and fixing accessories and one of the disassembled handle to illustrate how it would be fitted.
I have bought Hafele products in the past and they have always been of very high quality, competitively priced and most items come with a 10 year or lifetime guarantee. I would also like to add that they also come with first class customer service which is quite rare these days.
Thank you for going the extra mile, Gavin.

Owning a kitchen showroom and having reliable suppliers is a must, Hafele have always delivered on time and supplied a quality product. We will continue to use them

Absolutely shocking company. Customer services and communication is non-exist. Save yourself the stress and don't use them

We purchased a Hafele 'City' Pull-out bin system via our Kitchen installer. It had a fault within a year of installation, which was repaired by the installer. It then had further faults and essentially the frame fell to pieces. Hafele basically said that we had misused the bin system and would not replace it. How do you misuse a bin system; all we did was use it for rubbish, then empty it. Shocking customer service and why damage your brand in this way? Our Kitchen installer has been great and at their cost they are replacing our system with another manufacturers. Will never use or recommend Hafele to anyone else.

Web site over complicated, products good, but so difficult to change settings etc need a good update

Disorganised shambles. Either Hafele are only interested in your custom if you are about to place thousands of pounds worth of orders or they have a death wish.
Their website is slow and overly complex, yet important facts about their stock are left out, their staff appear annoyed that you would call them and you feel you would not trust this company to deliver. Best to go elsewhere.

Expensive delivery charges given how unreliable it can be. For the latest order, I paid for next door delivery before 12.00, at £12.00. It didn't arrive. Checking the website, the courier had reported failed delivery. I sent an email to complain since this was clearly impossible and no card had been left, even if they were invisible. Apologies were made with a promise to investigate. I said that the item was no use since it was urgent (hence the 'guaranteed' delivery option) and I had found an alternative. I asked them to refund the charges. No further response was received. The item turned up the following day which is now just expensive clutter. Time for me to move on rather than give them any more misplaced loyalty.

Poor customer service. No visibility of exisiting orders on website. Poor interface. They really need to improve their systems and customer experience as their products are generally good.

Expensive delivery costs. Going forward I will try to avoid using them.

A simple thing like a hinge would not be replaced without going round the houses…
A kitchen door hinge failed and there is a lifetime warranty organised by this company which sounded great.
I had no invoice for the individual item because it was a kitchen installer who sold me a one-stop package and they now ceased to exist. So common sense would say if someone can submit photographic evidence or even offer a video call to show this is a genuine claim yet there is a missing piece of paperwork due to the fact the company no longer exists wouldn’t you think a goodwill replacement would be appropriate? I can think of many organisations who would use a commonsensical approach… But not this firm. They have a long winded process of going to a dealer for a replacement which in my case does not exist. Their competitor, Blum I had a similar issue with they were amazing and simply sent me a small hinge in the post.

Customer service awful I have had problems with 2 kitchen products and despite being polite and trying to advise them of the ongoing problem I have to say there attitude to both myself and the retailer was shocking.
They were sending magic corners out with left hand brackets instead of right hand.
3 further replacements arrived all the same.
Staff are rude and very unhelpful.

Disgusting service. I ordered 3 Minerva worktops on 25th June and their sistem took the same amount of money 2 times £1766. They advertise next day delivery on their website but they couldn't give me a delivery date for my order. On 28th June they called me to say they needed extra £70 for delivery to residential areas. I was happy to pay that but I asked them to give me a delivery date, again, they couldn't tell me a delivery date and took £1849 from my account. On 30th June, they gave me delivery date will be 16th July, and my money are still on hold because they didn't refund them. I called the customer service, they said they don't know why I've been charged 3 times because it's the accounting team who deal with these issues. The customer service assistant who spoke to me was not helpful at all and kept asking me if I want to cancel my order. I don't recommend any tradesman or company to order from them. PS Hafele please let me know when I will have access to my £3,532.32 you charged me for what?

Disgusting delivery charges on the smallest of items.
Lying about delivery times. You pay for next day and very rarely get it ..
£8.95 delivery on tiny items that weigh what..
3-4 ounces??
Use other companies..

Great service! Highly recommended

I bought Hafele bins on the recommendation of my kitchen joiner. Then I tried to find bin bags to fit. Because the bins are short but wide it has proved impossible unless I want to put a 60cm tall bag into a 30 cm tall bin. I know you need extra but not double the height. I am no eco warrior but I have more concern for the environment to waste that much plastic on every kitchen bin load. I tried to talk to the customer service department but they were not interested. The said consumables were not their problem... they are mine though since I cant find a bin bag to fit. Having to return the bins and not at all impressed with the service.

Don't bother talking to them if you are a small business. You will be frowned upon and discouraged by ridiculous delivery charges (£100 on goods worth £230). The one courtesy you can expect is being asked if you really wish to spend money with them.