The Range Kitchen Collection : Jonas & James Reviews 327

Following on from my previous review I have downgraded to 1 star.
I have emailed and left voicemails to Jonas and James customer services directly and am still awaiting a response.
I paid for additional parts for my kitchen due to the poor design and being sold a microwave unit that would barely accommodate a portable radio. I made this payment on 23/09/2023, the goods were due to be delivered on the 29/09/2023. That morning I was informed that the van had broken down, 4 weeks later and these items have still not arrived. I have twice booked a new fitter and electrician and had to cancel them, but these tradesmen are getting booked up now as everyone (including me) would like work done before Christmas.
In Responses to positive reviews, J&J state; “high-level service we strive to provide”, “we will be happy to help”, “excellent service we pride ourselves on” I beg to differ!
On negative reviews they shy away from any responsibility and state; “initial design should be reviewed by tradesperson”, “orders should be checked on delivery” however this is not conveyed when purchasing a kitchen. The website also indicates that an installer is sought after purchase. It also clearly states that they will introduce you to an installer from “protect my install service from the British institute of KKB installation” so it’s an easy mistake for a customer to assume the recommended installer is part of this professional body.
My next step is to seek legal advice and start a small claim process, an additional headache I really don’t need.

The lady who originally took my order was incredibly helpful and everything was good to go. I paid in full and went away to arrange quotes from kitchen fitters. I finally found one and have spent the last two weeks trying to get hold of someone to arrange delivery to find out the lady has now left the company and no-one in the Pitsea branch of The Range (not even the manager) knows how to do this. No-one has contacted me with an update so I am going to have to get a refund and start the whole process again somewhere else. This is beyond disappointing and I feel completely let down. A complete waste of time and money.

As soon as we saw the show kitchen in the Range in Bournemouth, we knew that was the one for us and our country kitchen. Excellent quality, great value with solid wooden oak doors. Scott the designer was so knowledgeable, experienced, knew what he was talking about, helpful, friendly and so easy to talk to. Nothing was too much bother. He wanted us to have the kitchen of our dreams and we have. The fitter Dom came highly recommended from Scott, his attention to detail, carpentry skills, which was needed especially in our old thatch cottage with its wonky walls and ceiling. It's looks amazing, can't stop saying "Wow". Thank you Scott and Dom.

Edited down- Almost a year on and still no response after they promised further communication. Resolution was not reached prior to this promise. We have now found a further door blown, again no where near any water source, and its a whole corner of the door, paint chipped and peeling from doors, awful kitchen and I feel that we are goimg to have to replace before too soon. Our options would be replaced doors from Jonas and James, whch I dont tink will last, or pay to get all doors replace by someone else. Either way it looks like its going to cost us, as this company is not taking ANY responsibility for their absolutely shoddy workmanship and low quality product.

Giving 1 star is a little harsh, considering from a distance the kitchen looks nice, but no more than 2. So I waited a while before leaving the review to make sure it was as informative as possible.

Start 2+ years ago. We visited to look at the showroom, spoke to an agent, organised some details and remedial plans, then waited for a callback to arrange measurements. This callback never arrived. We visited and there were no associates available in the 3 times we took the trip. On the 4th, we spoke to the agent, who was different to the 1st, again made some further plans and arranged to get measurements taken. Once taken we were asked to visit the showroom again (6th visit) only to find a 3rd associate, and be told that there is quite a turnover of staff. We paid our deposit, and arranged payment plan etc. And said we needed to workout delivery date.

Once we knew when work was going to happen we arranged delivery for 2 months away, and were assured contact with the logistics company who would deliver. The prior contact didn't happen even though we followed up with Jonas and James, 1 hour before delivery we recieved a call from the driver, and as we had no prior timings our fitter was just sitting waiting.

Delivery came, and I had to lift most of it off the truck, as their lift was faulty, and they took 1 pallet off and couldn't do any more. The delivery driver smashed an ornament in the garden with his pallet lifter too.

Once dropped off I was told to sign as he had to go, but Jonas and james documentation states all deliveries must be checked before driver leaves, this was physically impossible.

Once we did check we found the sink smashed, and incorrect doors, damaged doors and corner pieces.

These were corrected within the week or so.

The fitter building the units was impressed at the sturdiness of the carcasses, but said the feet were completely unsuitable, so we had to purchase more from another supplier.

Kitchen finished, and fairly happy.

Fast forward 18 months from fitting, the hinges have started to pull out of carcass, and have to be repaired or replaced. And we notice the inside of one of the doors had blown, started to separate, and paint was coming off. In addition the side of one of the carcasses has started to bow. This is one which has the corner pull out shelving screwed into. I contacted customer care, sent images and further details and they said they would investigate. The response was that the door was water damaged, and there was nothing regarding the bowed carcass. I refuted their response as the cupboard is no where near the sink and that could be the only water source. As the units are painted rather than laminated we took extra care, as I was unsure of longevity. The customer care rep said they would go back to the team.

Move on a couple of months and still nothing back, and no word on the bowing carcass. In addition I've found another door which has done the same thing, split and started to blow, always from the corner of the door. Again this door is not beneath a water source or anything.

I don't have much hope of this kitchen lasting the warranty, let alone the customer services team being able to help. If I was to hazzard a guess, the structural integrity of the paint on the corners of the doors is very weak and probably cracked before even being delivered. Then any moisture can be absorbed into what is essentially MDF wood. And being that these units are in a kitchen which is inherently humid there is not much hope.

Date of event is the last communication I have from tue customer care team.

Wasn’t sure at first about buying from The Range but after discussions with Colin, I was confident that he would sort out any problems that may arise, which he did. So pleased with how the kitchen has turned out. He constantly put my mind at rest and always has a friendly manner.

Alex was great at designing the kitchen. He designed three choices, each more expensive than the last. No other designer had offered that. We ended up going for the expensive version that worked a lot better, even if it did mean moving the door. We used his recommendation of a local fitter, who brought his plumber mate to help out. Both were very good. Great communication when telling us what was being done on each day. Everything fitted as it should and was completed within the time scale we had agreed. No problem in recommending Jonas and James Wigan branch (upstairs in the Range) to anyone.

What a disaster units well made .The range Antelope park. Everything went wrong into 4th week still no kitchen. Designer came out very nice ,recommended fitters. kitchen arrived wrong colour had to be sent back 2days to find this out. damage to a number of item still not resolved. Hinges for doors faulty and no screws. Did not fit but this is are fault as we are suppose to get a second person in to check design. The fitters made a lot of mistakes lots of holes in cupboards that was put in wrong .My husband in trying to remedy it himself .if we need any more replacement we have to pay again .DO NOT USE THIS COMPANY

excellent kitchen just had it fitted, Scott at the Turbary retail park store in Bournemouth was very helpful and nothing was to much trouble for him. we would recommend these kitchens to anyone as they are easy to put together and of very good quality. the whole process went like clockwork.
Many thanks
Rod and Denise

Came into Liverpool edge lane store and spoke with Paul who did a design for the kitchen no problem and beat the price at Wren.
Had multiple issues and delivery is incorrect. No resolution as of yet to this.
On day 2 of the kitchen being fitted by my fitter the upper wall unit has been designed in such a way that it does not function and the doors do not open.
I spoke to the sales adviser about it who is refusing to accept it’s an error and doesn’t understand the issue. I have requested his manager details for him to tell me he doesn’t have a manager - hard to believe.

Currently 31 weeks pregnant with no kitchen and no resolution in sight.

Would not recommend at all and wish I had gone with the experienced and confident adviser at wren.

I recently went with this company via The Range Birstall. It has been nothing but a nightmare. I had someone come visit my house to quote while my kitchen was back to brick. I was assured during the appointment that I would be supported from start to finish and final measurements would be complete when the kitchen was plasterer. I chose the kitchen and worktops and wanted and paid I was again assured final measurements would be done.

I emailed and messaged my kitchen designer to update them 2.5 weeks before delivery that the plaster was completed. I never heard back so I called and was assured it would fit fine. The kitchen arrived and shock horror didn’t fit. The customer service is non existent no one returns your calls it’s ended up costing me an additional £400 for 2 new doors. The worktops id ordered weren’t in stock so I had to the source them from somewhere else resulting in me being without worktops for 3 weeks.

The lighting was also another issue, I asked for the lights to be included of which I thought was in the price these never arrived and honestly I’ve asked my electrician to resolve it as I can’t be bothered with the stress.

The kitchen is solid and beautiful but I would not recommend them if you want high customer service and only if you’re willing to pay for their mistakes.

I’ve dealt with a lady also called Claire. I have no idea how she’s in customer service she does nothing of the sort she’s very rude and needs to be looked into.

I was served in Stockport by Colin, very professional service from first appiontment all the way until the finished product.

great service, amazing quality and best price.

I am so pleased with the choice I made. Really competitive price for in my view a superior product than some alternatives.

Scott McArthurat the Wallisdown store had also been fantastic. Excellent advice and support throughout the process, including following up on the order even before I ask and providing some key advice to help us get the kitchen we wanted. Can’t thank you enough Scott.

April 2023
We were looked after by Collin for our Range Kitchen. He was with us through out the whole journey from coming out to measure till it was fitted.
Collin was helpful with booking us a late appointment at the show room for the consultations as we could not attend during the day due to work.
He was always easily accessible by phone even out of working hours and on his days off still responded to messages.
Collin was helpful with suggestions when designing the kitchen and selecting the colour and style.
There was a few hiccups on the way like part of the delivery missing, little accessories missing from the order, the walls not being straight. He made the effort to come out to speak with our fitter to resolve some issues and using his expertise and knowledge to manage to come up with a solution.
We are really pleased with the end result and overall service and have had lots of compliments from family and friends for the kitchen.
We would highly recommend Range kitchens and Collin as a great sales person and would happily use them again. 😊

Scott the kitchen designer from the the Range Poole was by far the best most experienced designer i came across when looking for a kitchen. He managed to incorporate everything I asked for, which other designers where unable to do. His knowledge, help and support has allowed me to have the kitchen of my dreams. Scott's guidance, experienced and knowledge enabled me to choose exactly what i wanted with ease. My kitchen fitter Dom who Scott has worked with many times before was also exceptional. His standards to detail and finish where brilliant. He was tidy and kept me informed at all stages. Due to them having worked together, when an issue did arise it was dealt with easily and quickly. Not forgetting Mark, who cut the work top-incredibly skilled. Thankyou all for making me a fantastic kitchen of which i am now proud of.

Colin was great when planning our kitchen & accommodated everything we needed. It was great to be able use the service of paint matching & we love our new kitchen!
Colin has been great resolving any minor issues / queries & has been a great help offering Steve Hayley’s service to fit the kitchen. Steve has also done a fantastic job & the kitchen is top quality. Thanks to Steve & Colin for putting our ideas & inspiration into practice

I’ve fitted alot of kitchens from all different company’s and these are by far the worst I’ve had to deal with. Also the care they have for their customers is disgusting, ignoring calls/texts, long waits for missing/damaged items and when you finally do get through to them, on the other end is normally a minimum wage kid who has no kitchen knowledge. So I strongly advise you to stay well away and buy from another company even if it will cost you more.

I can’t fault the service I had from Jones and James, from Doncaster and York kitchen designer Kirsty to the fitters Andy and Paul, who were very tidy, they were all very pleasant and very good company, my kitchen looks wonderful,

A rep came and measured our kitchen for a refurb. They also recommended a fitter. When the day came for fitting there were items missing, measurements had been made incorrectly meaning worktops didn’t fit, end panels were missing, hinges were not supplied, no fittings for the handles. Phone calls to customer service didn’t help as they repeatedly referred to t&c which defer any responsibility on their part for any issues. We were unable to return the surplus items. The fitter was a con man who took money and left us with no sink or hob and mitre cuts you can fit your finger in they are so far out. Any discussion with a J&J rep is unhelpful as they repeat the same script referring to t&c putting the onus on the buyer to double check all measurements, that’s why you use the designer service. Went in The Range today and they are still advertising “our experienced and dedicated designers will work with you…” they omit the part where if they make a mistake, you have to pay for it. An absolute joke.

I recently had the unfortunate experience of dealing with Jonas & James (Swindon branch) ((part of the Range)), and I must say that it was an absolute nightmare from start to finish. I am compelled to share my poor experience to warn others about the incompetence and lack of professionalism displayed by this company.

Firstly, they failed to adhere to the agreed delivery dates, causing unnecessary delays and inconvenience. Even worse, their communication was appalling, with emails regarding the delivery date being sent late or not at all.

To make matters worse, I discovered that items were added to my order without my consent or knowledge. This left me puzzled and frustrated, as I received cupboard doors that were all left-handed, causing significant fitting and functionality issues in my kitchen.

Throughout the process, the lack of expertise and advice from their so-called "experts" and technicians was evident. The plans they provided had numerous issues regarding measurements and failed to account for proper space for door openings. Instead of owning up to their mistakes, they desperately searched for loopholes and tried to shift the blame onto the customers.

Their poor planning and mismanagement resulted in a significant delay in the delivery of my kitchen, causing the tradesmen I had lined up to move on to other jobs. Consequently, I had to find other kitchen fitters at short notice, incurring additional costs.

The kitchen plan provided by the company was so flawed that the fitter had to improvise and use his own method to make things work. This further highlights the lack of expertise and professionalism within the company.

Considering the substantial amount I paid for my kitchen, I expected a smooth and satisfactory experience. However, the reality was far from that. The entire process took over 6 weeks and subjected my family and me to an enormous amount of stress, not to mention the financial implications of their mistakes.

When I filed a complaint with the company, I was shocked to learn that they attempted to deflect responsibility by claiming that the planner was not adequately trained. This excuse is completely unacceptable, as they should have qualified personnel handling critical aspects of their business.

Even when I attempted to return unused parts due to their lack of attention to detail, they refused to accept the returns, leaving me stuck with unnecessary items that I never wanted in the first place.

In conclusion, I strongly advise anyone considering Jonas & James to avoid them at all costs. Their incompetence, poor communication, and unwillingness to take ownership of their errors resulted in a disastrous experience for me and my family. Save yourself the stress, time, and money, and seek a more reputable and professional kitchen company.

The kitchen was measured incorrectly and both the designer and J&J refused to admit the error, no customer service at all. Utterly unprofessional, lied to, the most rude letter sent, which I am happy to reproduce for public consumption. If you have to deal with someone named Claire in the escalations team be prepared to be treated like she's scraped you off the bottom of her shoe.