Tom Howley Reviews 699

Unfortunately like many others we have had a very negative experience with Tom Howley installation team.

We purchased a £130,000 Kitchen off TH in 2023, with work starting in the September of that year. By April 2025 the kitchen still hadn’t been signed off due to issue after issue.

Issues we encountered:
The initial paint job was very poor which meant we had large areas of the kitchen done multiple times over the last two years. The initial painter required an eye operation and on returning to complete multiple painting issues he explained that now his cataracts had been removed he could now see the issues with more clarity.

The base colour is white so any flaking or cracking (which has happened multiple times) shows up immediately compared to the dark colour of the kitchen.

The installation team didn’t inform us they had left a whole in the middle of island and built everything around it. My husband specifically spoke to the team before the island was erected to ask if our builder needed to fill the ventilation hole (from the old kitchen) and they said they would tell us before building the island or they would fill it. Nothing was communicated and it was only when I stood next to the island I felt a cold draft coming from under the island I realised they hadn’t blocked it. We therefore had to get our builder back when one of your installation team was on site to remove the drawers so it could be filled.

Multiple doors needed replacing because they were bent.

The breakfast area doors bent repeatedly requiring multiple changes (adjustments, refitting and repainting) all over multiple visits.

One large long bottom drawer was bent and required realigning.

Sub zero microwave was fitted unevenly first time. When it got refitted it got so badly stuck in by Tom Howley installation team the door wouldn’t open. This then caused the door to finally break (when one of the TH engineers pulled it extremely hard) and then had to be replaced by SubZero. The microwave now doesn’t fit flush with the cabinetry. TH blamed SubZero, not sure why and how they came to that conclusion.

Area around the microwave needed repainting because of damage caused by TH fitters. It had to be done twice because the first attempt was way below professional standards.

Poor finishing of the internal shelves with splinters and chips on.

Multiple loose and wonky handles across the whole kitchen.

Fitted lights we specifically didn’t want. Neither the production or installation team checked this on the original design. To remove them we would have to pull a very large proportion of the kitchen out which would have ruined other areas of the kitchen unrelated to TH.

Very noticeable gaps between the kitchen cabinets and wall which was amplified when the lights (we didn’t want) were tuned on and the light shone through. This should have been filled on installation but wasn’t checked.

Doors that were too small for the cabinets which also meant light would shine through when they were closed and the lights were on. 

Awful sound when the lights were dimmed. Constant loud humming.

Awful sealant on the work top which had to be replaced twice. Painter had to reseal the bottom of the island worktop because it had been so badly done.

Recycling bin broke within weeks.

Drawers weren’t fixed properly with multiple missing screws on the initial fitting.

We still have a finger print on our subzero microwave after a painter attended and put it there.

Branded Logos stuck on the wrong way round on kitchen.

With all the above in mind then we had to deal with the actual installation team:
Told by installation manger to ask our electrician to refit the new lights (we didn’t want). 1. Our electrician told the installation manager multiple times they needed to replace the lights and the driver, which was ignored. 2. It is TH responsibility to do this as it is within their remit and design.

Installation manager went on holiday and instead of work progressing it stopped even with the promise it would continue for many weeks.

Even after a call with a senior manager promising after all issues had been solved a sign off meeting would be organised. Nothing organised.

Installation manager shows up even when I’ve told him I am unavailable.

Constantly found ourselves chasing the installation manager as his communications skills were awful. We never had updates on issues and solutions. I found him to be extremely disorganised and often passed issues on to our contractors e.g. lights, repairing wallpaper.
There has been absolutely no customer care during the installation.

And just to top off all the above the kitchen started to crack and flake again in mid and end 2025. It’s two years old and repainted multiple times because of the flaking and cracking. I could go on but trust pilot have a max character count.

We loved working with Tim Smith and the extended team @ Tom Howley and are ever so pleased with the finished product

Tim was especially helpful throughout the design process and working with our builders and Gary & Glen were fab during the build and installation stage making sure everything went smoothly

Would 100% recommend

We visited several different kitchen designers in the past, but for this project we decided to go with Tom Howley—and we are so glad we did. Their kitchens are absolutely beautiful, and I simply couldn’t resist seeing how they would design our kitchen.

We met Sharon Dalgety from St Albans storeroom, who was absolutely fantastic. The whole experience exceeded our expectations. She took the time to sit down with us, really listened to what we wanted to achieve, and made a genuine effort to understand our lifestyle and how we live day to day.

Sharon then created a truly beautiful kitchen that feels perfectly tailored to us. It was as if she completely understood our personalities and ensured the design reflected that. She also came up with clever design solutions for areas we had always struggled with—things we could never quite work out ourselves. It felt like she gave us the answers we had been waiting for.

The quality of the kitchen units is top-range, and the overall design is stunning. I honestly can’t fault anything about the experience. From design to attention to detail, everything has been exceptional. We would highly recommend Tom Howley to anyone looking for a beautiful, well-designed kitchen and outstanding service.

Our kitchen was a very unusual design which required a bespoke approach. We worked with Suzi at the Winchester branch. Her design was terrific - we literally couldn’t fault it. The fitting process was superbly managed by Terry and the fitters were tremendous - brilliant attention to detail and so easy to work with. We are thrilled with our new kitchen. Not only is it elegant and high-quality, it’s the best working space I’ve ever had. Very grateful to the whole TH team.

From start to finish, the whole process with Tom Howley has been absolutely seamless and truly superior.

From the moment we met our designer, Roz, I knew she had the right vision for our home. Her ideas and creativity have completely transformed not just our kitchen, but our whole living space into something beautiful for our family – a space we genuinely love spending time in.

The craftsmanship and quality are outstanding. So many people have commented that although our kitchen is brand new, it looks as though it has always been there. It fits the space perfectly and feels completely natural within our home. The bespoke nature of the design really shows in every detail, giving it a timeless, considered feel rather than something newly fitted.

Our fitter, Matt, was equally fantastic – helpful, accommodating and a pleasure to have in our home. Every question was answered, and the whole installation process was smooth and stress-free.

We couldn’t be happier with the end result and the overall experience. We’re already looking forward to working with the team again on future projects. Highly recommended!

When we approached Tom Howley, our architect and several other kitchen suppliers had come up with a very standard design to fit the house plans. On the other hand, our designer, Ros Lang at Tom Howley, took a completely fresh approach that transformed not only our kitchen, but influenced our garden design. My husband remarked later after it was installed that it was “like the house had been designed around the kitchen” - it looked so good! The installation was managed by a truly outstanding installation manager, Helen Thornell, who literally did take on the job of worrying on behalf of the client. Every detail was discussed and managed to ensure we were delighted with the end result. Her patience was to be applauded. Of course, no project manager can succeed without an amazing team. Chris and Tom Hughes, the fitters, were excellent. They did a great job of explaining the process and outlining the options along the way. Their craftsmanship couldn’t be faulted. Finally the painter, Joe Thornell, a very likeable young man with extraordinary high standards and attention to detail, who picked up on things I wasn’t even aware of. I would not hesitate to recommend Tom Howley to others. We are delighted with our kitchen.

I reviewed Tom Howley in 2024, when they fitted a new kitchen for us (5 star). This review relates to after sales customer care, which was exceptional. In an after sale survey I mentioned a niggle with a door and that I wished I had configured a drawer layout a bit differently. They sorted both issues out without charge. They are not the cheapest but you get what you pay for and I will not hesitate to use them on my next project. Thanks TH (and another special mention for Don Teat, who was great again).

It was amazing service and aftercare, I couldn’t thought them from Connie and staff from showroom , ty and his men Lee the painter thank you all for my beautiful kitchen

We were so pleased to have met our designer Tim Smith, Victoria and his team at the Tunbridge Wells site. Tim helped to bring our vision of a beautiful kitchen and utility room to life. Tim‘s clever use of space and design was creative and amazing. From start to finish nothing was too much trouble. The whole journey was seamless. The entire team are lovely and very helpful. We would like to also thank Gary, Josh, Scott and Andreas. We love our new kitchen and utility room, the space is amazing and so bright. We are so grateful to Tim and his team. Thank you, Sandra and Andrew Notman

We spent 2 years looking for a kitchen, but we just couldn’t find exactly what we were looking for. April the designer really listened to us and took in board what we wanted. She came up with a design that we had never considered, but it worked and has turned out even better than we imagined it would.
There was no pushy sales techniques, Don our co-ordinator, has been amazing. Always available to answer any questions and calls on a regular basis to oversee the installation. The quality of the workmanship is amazing and from the joinery and installation to the final paint and snagging, everything is top quality.
we would highly recommend.

A fabulous experience working with the Harrogate team. We’re delighted with our finished kitchen and the relationship we have had with Ty our site manager over a long build period in our home has been great. Nothing was too much trouble and he has sorted out the tiniest of details for us whenever we’ve asked. From the showroom design with Liz & Will to the final touch ups with Lee, it’s been first class service and workmanship. Would highly recommend!

Honestly some of the WORST customer service I’ve experience. We have been waiting for new handles which have tarnished over time (only 3 years old handles) and it is near impossible to get them sorted. The paintwork is also very chipped and they have blamed our ‘mopping’ for the state of our kitchen. It is 3 years old and looks about 10 and we have received little to no support!

Tom Howley were just fantastic. Not only did I end up with a gorgeous kitchen, the process from the design through to installation, painting and the wonderful staff at Tom Howley made the process seamless. I can’t recommend them enough. Thank you TH😊

Brilliant workmanship. We are Everything highly delighted with all the work that has been done. All the people involved from the design process, surveying, fitting, painting, etc were all highly skilled, professional and friendly. Nothing was too much trouble. Would highly recommend.

Hi

Your wonderful team finished my utility and pantry earlier this month and I wanted to congratulate everyone involved. Having had building work done over many years, I have come to dread the thought of workmen in the house. However, the entire experience was completely the opposite, which is a credit to all involved in delivering good customer service, and in particular Don’s phenomenal management and involvement to the smallest detail.

Matt listened to my needs and subsequently helped design a perfect, stunning, functional space. We went through several iterations and he always showed interest and improved the plans when I thought that wasn’t possible.

Jason did a fabulous job fitting the furniture, with a real eye for detail and calmness under pressure. I looked forward to his visits, not something I ever say about workmen. He seamlessly dealt with every issue that arose.

I can not speak highly enough of Don, who is the lynchpin to the project’s success. He has a real talent for resolving issues and diffusing stressful situations.His years of experience were evident during the survey and throughout the project. His talent for managing his team and customer expectations/ experience is second to none.

I would not hesitate to recommend the company, based on the quality of its people as well as furniture.

Once again, I would like to thank all of your team, and especially Don, for an outstanding and unique Tom Howley experience.

We’re absolutely delighted with our new Tom Howley kitchen. From start to finish, the service has been exceptional. A heartfelt thank you to the Alderley Edge team.

Matt Boyes, who designed it, created a space that perfectly suits our growing family. He really listened to what we wanted and turned our ideas into something even better than we imagined. Incredibly approachable and always available to help throughout the project. Thank you to Mavis in the showroom too.

Don Teat, the installation manager, kept everything running smoothly with great communication between us, our builders, and the team — nothing was ever too much trouble. His oversight ensured everything was completed to the highest standard. Thank you Don.

Luke, who fitted the kitchen, worked incredibly hard and with real attention to detail, always leaving the area clean and tidy at the end of each day. Watching our custom-made kitchen come together really made us appreciate what bespoke truly means.

And finally, Gavin Moreton who carried out the top coat of painting and perfected every last detail. His work brought the whole room together beautifully, giving the kitchen that signature Tom Howley finish we fell in love with. We were in awe of his talent — he’s an incredibly skilled craftsman.

We couldn’t be happier and would highly recommend Tom Howley to anyone looking for a truly bespoke kitchen and outstanding service from start to finish.

We have had lots of building work over the last 20 years, and we hands down always look forward to the Tom Howley team. This is our third set of furniture, and once again the craftsmanship, the quality of the installation, and the management of the project is second to none. The manager Don Teat is the linchpin to the seamless operation. Thank you again😊

We are delighted with our kitchen-the service has been fantastic and they have accommodated many changes during the design process and the finished product is beautiful and we are thrilled. It definitely justifies the additional cost.

Tom Howley kitchens are not inexpensive but in our experience they offer great value for money and I would not hesitate to recommend them. The quality of the carpentry and the beauty of the end product can be seen in their showrooms but what cannot be seen is the quality of service which permeates every aspect of the way they do business. Every stage: the intricate and creative design process with Richard, the installation process managed so diligently by Ian and executed so charmingly and skillfully by Billy and George and the staff at HQ who communicated so efficiently every step of the way, meant the experience was a complete pleasure. Early on in the process we met Tom Howley and he told me 'things do go wrong with kitchens but we will always put them right'. Clearly for everyone in this company that's the baseline for customer service beyond which they go so much further.

In my opinion this company offers an extremely professional service, from the design stage and right through the fitting process of your new kitchen. All the staff are well mannered and conscientious and their attention to detail is outstanding at every stage of the process. The quality of the products is of a very high standard. A big shout out goes to Don Teat who supervises the projects and works tirelessly to ensure customer satisfaction.