A Huge Disappointment with DSM Kitchen…
A Huge Disappointment with DSM Kitchen Services
We deeply regret choosing DSM for our kitchen project.
In the showroom, everything seemed perfect – the employee there was a professional, and the plans were clear. We agreed on an installation date and even discussed the details with the contractor. However, shortly before the scheduled installation, we received a call postponing everything for another month – from the end of September to October.
When the installation finally finished, the problems continued. The wall panels behind the induction cooktop hadn't been delivered – and as it turned out, they hadn't even been ordered. As a result, our kitchen remains unfinished. One of the living room cabinets is missing, the range hood hasn't been installed, and the paintwork is still incomplete. We were told the wall panels were still being ordered, but fifteen days have passed without any update or progress. They keep repeating the same thing: "We ordered them, they're on their way to our workshop," as if they're making fun of us.
DSM seems to have completely ignored the inconvenience this situation has caused us. We had to postpone other plans—family gatherings, school activities, and even our vacation—all because our kitchen wasn't finished.
We are extremely disappointed by the poor communication, disorganization, and overall unprofessional handling of the project. We sincerely hope that DSM will take responsibility and improve its customer service to prevent others from having to go through the same experience.
Reply from DSM Keukens - Aartselaar
We sincerely apologize for the inconvenience you have experienced. We strive every day to complete kitchens as quickly and accurately as possible. However, installing a kitchen is a complex process, and we sometimes face unforeseen circumstances.
Your case manager has kept you correctly informed, and an appointment for the remaining work has already been scheduled. We would like to emphasize that your kitchen has always been functional, but we understand that this does not take away from the frustration you have felt.
We truly regret that you had this experience and assure you of our continued follow-up until your kitchen is fully completed. Thank you for your patience and trust.
