Premier Kitchens & Bedrooms Reviews 260

Had to get my own plumber to fix leaks and tighten tap; also used our joiner to iron on a strip to a shelf in the utility room cupboard. PK don't carry out a snagging exercise after a kitchen fitting. Senior management are like the Scarlet Pimpernel - elusive. Help Desk doesn't work. Their sub contractors are generally good. Its the way they are managed - poorly. Also good luck if you want to work out how to use the AEG goods - their manuals are written by technicians. This is my 2nd 1 rating.

Following the installation of a new central heating boiler, we chose Premier to install a new kitchen and utility room to create a modern, sleek finish to these rooms. The sales process was thorough and we felt supported with our decision making. We are happy with the furniture quality and standard of installation. We were encouraged to chose an early autumn date for work to commence, however, the availability of our items and trades people meant a delay of two weeks before work commenced. Once started the project took six weeks and nine different tradespeople visited our home. From a customer's perspective we were often left in the dark as to what was happening next and when. The situation in this regard could be improved if the customer service team were given ownership of specific projects and they had an oversight of its progress. It would make for a more interesting job and reduce the flak they must receive on a daily basis from disgruntled customers who feel they are left in limbo. We still have an outstanding issue with one of the AEG products which is taking an inordinate amount of time to get any feedback.

Although a little pushy, the salesman was very helpful on my visits to the showroom. He helped me choose the right kitchen that I wanted suggested the best tiles and worktop to suit the kitchen.

The start date was put back twice but only by 10 days from the original start date, this was not a problem, and at that point they did keep in touch with me regarding the date changes and what work would be done on each day.
The work was completed in less than a week.

There are a few little things that need correcting but these are not major issues.

The only disappointing thing is the after care from the Customer Services team, I have sent some e-mails and called them regarding the snagging list and after speaking to people they say they will look into it and I never hear back from them.
Someone has been now to look at the issues but I have still not heard anything.
They respond to my e-mails to look into it but nothing seems to happen after that.

My kitchen was fitted back in August.
I am pleased with my kitchen and like it very much, just disappointed in lack on response.

I have received a reply to this review straight away saying someone will be in touch.
I am still waiting to be contacted weeks later

Where to begin? After several weeks of putting back the start of the installation, Premier finally started on our bathroom. There was no ownership of the project, just a series of individuals doing their work with no idea how it fitted together. Poor scheduling meant that plinth lights couldn’t be fitted, as the floorer came before the electrician. By the time they left, the flooring was unfinished, and they had fitted a wholly unsuitable sink tap. The tap they sold us was fitted so far away from the sink, that when we wash our hands, water pours over the side. We asked for a more suitable tap to be fitted, but Premier refused, saying we would be charged if we wanted a change. I have sent around twenty emails to ask for things to be fixed, but have received nothing but automated responses. Not once have the company replied, other than the occasional ‘someone will get back to you within 48 hours’. Which they never have. I have emailed the customer services manager – no reply. I have emailed the Managing Director – no reply. I will now write to the Consumer Protection Association.
No ownership, truly awful customer service and zero communication. We spent a lot of money on this bathroom and Premier appear completely content to leave yet another customer unhappy and with an unfinished product. It seems from other comments I am not alone in being badly let down by this company. If you still decide to go with them, don’t say you weren’t warned.

excellent fitted wardrobes x 3 professionally installed at a reasonable price

Premier I think not!! My parents are now 5 WEEKS INTO A 3 WEEK JOB!!!! There is no customer care. All you hear is I'll pass it on, no you can't speak to a manager, you can't speak to another department. Failed visits, no call backs, no replies to emails. They take your money and do half a job! My father has a heart condition and all the stress is making him ill They have ruined the carpet laying floor tiles and have done nothing to rectify it, taken away (stolen) their radiator and no idea when it will be replaced and fitted. Skirting boards missing, wall tiles not even delivered let alone fitted and finally decorating!! Just keep being told by customer care, I'll pass it on someone will get back to you surprise surprise they don't!! No understanding or sympathy given. STAY CLEAR OF THIS COMPANY THEY ARE CRIMINALS!! Liars and fraudsters.

The kitchen fitter Steve was excellent. When the flooring was being done the company could not manage to communicate with us with regards to when he was turning up. This was very infuriating because we never knew what was happening and when. The actual flooring fitter done an excellent job.

I had issues with having to re arranged the date, and felt the receptionist i dealth with was not always very helpful and understanding.At times she came across quite rude.
I had to take time off again, as the initial date got cancelled by PKB

Altough the fitter did managed to do a good job, the wood itself is not great. The edges have marks on them, and the doors for the wardrobes was made onsite , not what i was initially told. My understanding was the doors were to be made in the factory.
The edges seems a bit rough at the bottoms. Not all wardrobes have soft closures.
Not sure if i will use them again.

Do NOT pay until they've finished.....better still get someone else. They've left my family without cooking facilities for over 2 months to date and it's still not fitted, it just sits boxed up and in the way in the dining room tormenting everyone. The list of other faults is endless.

PART 2....Well that was a surprisingly quick reply to my posting from PKB. If only your team would turn up so quickly. I kept my review purposely without details to represent all your shabbily treated customer, and it appears there are many. I will repeat that my family have been without a cooker for over 2 months in addition to the kitchen still not been finished, and now Christmas is fast approaching. To make matters worse, my 87 year old dad has not been able to visit for his lunch as he usually does......the whole situation is unacceptable, as is living off microwave food and takeaways and pub grub on a daily basis for 2 months. Not to mention the incredible amount of stress and tension your company is inflicting on my family. I hope the kitchen is resolved very quickly, and moreover I hope you do the decent thing and return a substantial portion of the money you were paid in good faith as way of compensation.

There are far too many dissatisfied customers.

I just wanted to say I am very pleased with the customer service I have received to date.

I have just purchased another bedroom which will be fitted in the new year. The designer Rob Graves was outstanding such a nice professional gentleman who knows his product inside out. There are no hard sells with pkb.

I have had 3 kitchens, an office and this order will make 2 bedrooms fitted over the years. My first kitchen was when PKB was based in fengate. The service and quality just gets better and better.

I have had the pleasure of a guided tour around the PKB factory which is very impressive and I highly recommend this to all those who complain so much, because it will give you an insight to how the product is produced. Not many kitchen firms will allow this which indicates to me the level of customer commitment from Pkb

The fitter Kenny and his son, wow they are like precision engineers than fitters, the level of skill and attention to detail was second to none.

I often read the reviews left by customer's while it's not my place to comment on the issues raised. I personally feel many of the poor comments are unwarranted and unnecessary to share on a public forum. However everyone is entitled to thier opinion. If there is a problem in my experience pkb are very committed to resolving the issue in away that gives customer satisfaction.

Finally I just want to say thank you for the great service you have given to me over the years, I think this next comment says it all. After the fitting of the bedroom in the new year I will be back for a new bathroom.

PKB outstanding second to none and family run.

Do not use Premier Kitchens! We have been waiting for 15 months for them to rectify faulty cupboard doors. They cancel or ask to rearrange appointments with very little notice and no explanation given, they have to be chased for responses to emails and telephone calls. The MD hides behind his staff and is not willing to take ownership of a problem. They give no thought or consideration to the customer and expect you to take time off work for fitters to attend when their company has supplied the faulty goods. The Customer Care Manager has accused me of being inflexible and unreasonable because we cannot accommodate a Saturday appointment and makes assumptions. She does not know what customer care means. She is not prepared to arrange for a fitter to attend our property at 6.30pm in the evening even though they have done so previously. We are in this situation because they have supplied faulty goods, we are not at fault and should not be inconvenienced any more. DO NOT USE THIS COMPANY.
Response/Update:-
Your response on a public review site is very different to the response I receive when I telephone and speak to your Customer Care Manager, which I can confirm I have already done so on several occasions so I am not sure why you are asking me to do this? Please can you contact me as you have my details.
If you did want to bring this matter to a conclusion then you would arrange for a fitter to attend our property between Monday and Friday after 6.30pm which you have previously done. I have already confirmed that we are unable to accommodate a Saturday appointment.
Just to advise anybody who is thinking about using Premier, the Customer Care Manager has put the phone down on me several times and has shown me a total lack of customer service.
I will keep posting updates and responses until this Company provide me with an adequate level of service.
UPDATE:-
It is 15th November and I am still waiting to be contacted by Premier Kitchens! Please do not use this company, they do not care about the customer and do not know what good customer service is. They seem to be happy to leave a job incomplete!
UPDATE:- 1st February 2019
If you cared about customer service then you would contact me to try and rectify this situation, as I have previously stated you have my contact details, it should not be left to me as the customer to contact you.
You are yet to provide me an explanation as to why you are no longer willing to agree to an appointment on a week day after 6pm which you have been more than happy to do previously. Just to remind you, you have provided us with a faulty product that is not fit for purpose.
To anybody considering Premier, they are happy to leave a situation unresolved for months and are only interested up until they have your money, after care service is absolutely disgusting.

The outcome was very good. Happy with the end result.
However, too much letting down before hand, they were delayed continuously on starting work. On top of that I took days off work to be there to let some one in the house and twice they didn’t show up but didn’t tell us until the late morning. This was very frustrating, they also didn’t provide the fitter with the correct parts, he had to go back and get more. They also did not cut them to size and expected the fitter to do it, but he had to take them back to the workshop to be done (understandably).
Overall for the money we paid it was not worth the unreliability of the company. It also was impossible to get hold of any one when calling the office no one ever answered. Pretty disappointed by the service we received. The fitter saved it for us, he was brilliant!

We paid premium money for our kitchen, but the installation went wrong from the start. There was no project management or coordination between the trades and the workmanship was frequently shoddy. On complaining I received a letter from the MD which advised me that my kitchen might not be guaranteed because of my complaints. I cannot recommend this company.

Update: The managing director sent a non-apology, and the work was never properly completed. It was shoddy and no care was taken by any of the people except for the joiner.
The managing director tracked me down via LinkedIn, and eventually sent a letter threatening to void the guarantee of the kitchen if I did not withdraw this review.

I cannot say strongly enough: avoid this company.

I've worked with the PKB team on 5 kitchens over the last 3 months and have been very impressed with the design input, quality of materials and overall customer support. Great products, good value and I have no hesitation in buying more from them in the future. Top job Shane and Roy. Thank you for all of your hard work!

I think they should be hauled over the coals for having a section called customer CARE. I called on Monday to inform them of a problem with my parents kitchen that was fitted in June this year.
The work over ran even after assurances from all involved that this would not happen.
My parents had a gas engineer around to do there annual service on Friday last week and he was very shocked to find the boiler had been put into a cupboard that was enclosed and restricting the ability to service the boiler he immediately condemned the boiler as he could not service it correctly because of the access so no heating or hot water for my elderly parents.
I was informed some one would return my call within 48 hours to which I said was not really acceptable.
However the lady assured me this would get urgent attention.
I have today (Thursday) called them to ask why no one has returned my call after waiting on the phone for 25 minutes to get through to customer DONT CARE.
In the meantime we have found a letter from when we said we were unhappy with the quality of work saying that some one would be calling to make an appointment to come and get all the work signed off.
This has also never happened.
I would be very interested in Premier Kitchens response to all the above as I think my next step is legal action.
UPDATE
So over 1 week since I contacted them and still no contact from Premier it has been me chasing them.
Fitter came on Friday evening to sort out but had no tools to do the job was coming back Sunday didn't turn up called later in the evening to say will be round parents said to late.
Its now 10 days since initial contact was made and still the work has not been completed or have my parents or I received a phone call to let us know what is happening.
I empathise with the people whom answer the telephones because it is as though they are just given a script to just agree and apologise it is extremely frustrating.
I would not recommend anyone pays upfront for the service then maybe they would have a little more CUSTOMER CARE!!!!!

Update.

Matters have not been sorted we are still awaiting someone to come out and inspect the work that was requested in June at the moment it is only a temporary fix. So not concluded yet.......
This is really getting beyond a joke..........

Still this goes on almost 12 Months since original start and still an unhappy customer.
Walls have now been re plastered cupboards replaced that need replacing windowsills replaced and other work completed to a better standard.
I asked the MD for some out of pocket expenses he asked me to list them which I did and he came back and told me he thought I was just looking for some money for meals not loss of earnings and the cost of having to re decorate the kitchen due to poor workmanship. I have not had a reply since the MD emailed me to suggest we take the matter to a conclusion on a drop hand basis.
I have replied and said I do not wish to do this and would like it o know what he and his company intends to do next to date I have not had a reply to my email to them on 25th March 2019.
I will continue with this matter until my parents are no longer out off pocket. Please avoid this company at all costs......

I've just had a complete new Bedroom fitted out and i am totally in love with it ! Because of the clever design the bedroom looks twice the size and the space is so well fitted out there is room for everything !
Thank you Premier Kitchens and Bedrooms . i will be highly recommending your first class service!!!

We love our Premier Kitchen - the kitchen fitter was great, the finish was fabulous and we have been happy with overall workmanship.

I’ve used premier previously for my bathroom and they were really efficient. However having used them for my kitchen replacement I would not recommend. They informed me it would take 2 weeks to complete and we are now in week 5 with outstanding work. Every time I call I get fobbed off with chasing other departments and no return calls ever received. I have no end date for outstanding work and after threatening legal action, poor reviews and asking to make a complaint, I’m still no where. It’s a shame given such the great first experience. To add to the issues we have paid a substantial amount of money for this work, incurred extra costs due to the delays and there’s no interest to pay back or provide compensation for the issues, though Premier are in breach of consumer act 2015.. do not trust.

UPDATE: I now have a response to some of my questions (8/10/18) on getting my house/kitchen back to order but it’s going to take a further 3 weeks to complete.. The delays have nothing to do with the response provided of structural work - the structural work was completed and work commenced on the kitchen promptly after which was 3/4wks ago. The delays I’m now experiencing have zero relation to this. 2 weeks where there’s been little progress when most of the units and appliances were fitted.l, the bigggest delay has been delivery of my fridge freezer which I was told was received by offices 1-2weeks ago, that isn’t structural. I continue to remain unhappy with this service and I’ve been informed via my legs advice team that I’m due some money back and/or compensation for the issues we have experienced and continue to experience but no acknowledgment or discussion on this matter from Premier though the service has been acknowledged as poor.

We used premier because they supplied the original kitchen so when we wanted it updated we went back to them. Since then we have experienced a catalogue of errors. First of all the cooker hood would not fit without cutting a hole in the wall so we had to source on on line and pay for it up front as the work was due to start the following week. Next the wrong sink was ordered-despite making it clear that we had waste disposal the sink would not take one! As it took four weeks to supply the correct replacement we had no water in the kitchen and had to live out of the utility until the new one arrived. The electrician left a large hole in the wall which had to be repaired which again took some time and this meant I couldn't redecorate until it had been done. The new induction hob was causing us problems, we could only use one of the rings on full power - when we tried to use a second ring the first one reduced power. I rang Premier on five occasions over a five week period before anyone got back to me despite their answer machine promising to reply within TWO hours. When I asked why it had taken five weeks the reply was "I can't answer that". Six weeks later an electrician arrived and told me that an AEG engineer would have to come and inspect it. This he duly did one week later and told me that this was how it was supposed to work! Premier had installed a totally inadequate hob. I have reported this to them six weeks ago and requested a replacement recommended by the AEG engineer. I can not speak to Samantha, their after sales manager, they have not returned any of my calls "remember they try to return calls in TWO hours". I have written to Ian Forsyth, the MD outlining my problems but not only have I not received a reply I have not even received an acknowledgement. It would appear that now that they have been paid they are no longer interested in providing any after sales care at all. This has been a appalling experience and I would certainly not recommend this company to anyone.