Howdens - Bradford Reviews 84

As all ways so friendly and helpful plus’s reasonable prices

My experience with Howdens (Bradford – Canal Road branch) was very disappointing due to how a dishwasher fault was handled.

I purchased a Lamona integrated dishwasher as part of a kitchen installation. The dishwasher leaked steam, and an engineer attended and identified a possible fitting issue, which was rectified by the installer. I am not disputing this stage.

However, the dishwasher continued to leak steam, causing damage to the fascia door. A second engineer visit took place, after which I was informed that the fitting issue had been rectified and as the appliance was still doing it the appliance was considered faulty. I was subsequently contacted by the branch the next day to arrange a replacement unit.

Once the new unit arrived I arranged for the fitter to come back. After opening the packaging we discovered the second unit was damaged and could not be fitted. A third unit was then delivered and installed, yet it exhibited the same steam-leak issue as the original appliance.

The fitter separately asked Howdens about meeting the fitting costs given it was a replacement unit for a manufacturing fault and the delays incurred with the arrival of the damaged unit.

Howdens stated it was a fitting issue so they wouldn't be paying fitting costs.

Due to the repeated failures, I requested removal of the dishwasher and a refund, which Howdens agreed to. However, Howdens still refused to pay the fitting cost for installing the replacement unit, despite that the visit had only been required because a faulty appliance had been supplied in the first place.

As a follow up to prove the manufacturing fault, I submitted a DSAR (subject access request) and received the second engineers report which confirmed what I had been originally told, that the unit was correctly fitted, yet steam was still escaping. This report attributes the issue to the appliance rather than the installation.

After obtaining and supplying the relevant evidence via my DSAR request, I raised this with Howdens’ customer service team. Nearly three weeks have now passed without a response.

The concern for me is not the initial fitting matter, which was resolved, but the conflicting explanations provided and the handling of a confirmed appliance fault. I would advise customers to ensure that all advice and decisions are confirmed in writing.

Howdens also asked me to dispose of the faulty appliances (which also contradicts the party line that they are fitted incorrectly). To note I'm not out of pocket here as the fitter didn't charge me (so have nothing to gain from my complaint or this review), but I think its wrong and shows a lack of integrity that Howdens have blamed the fitter and refused to reimburse his time when their product supplied was faulty.

UPDATED following Howdens Response. Having come back to me nearly four weeks after I submitted their own engineers report to dispute the fitting error they are now saying :
'as previously advised we are a trade only supply company and do not pay fitting'. this is a complete U-turn as all previous communication stated that they wouldn't pay as it was a fitting error.

The staff are great the products are good quality prices are good.

Hi

Our experience from start to finish from Natalie at the Bradford Depot was brilliant!

We were initially very undecided what to do with the kitchen but she came and measured up and discussed options and suggested builders/joiners to speak to first about if we had the space to knock through or extend.

Once we decided not to do this she came back and checked our measurements and did us a visual plan and invited us into discuss.

We were very undecided on colours and worktops and she patiently went through all the different options showing us the items in person and on the plan until we were happy.

Natalie was always friendly, helpful and quick to respond to queries or emails, nothing was too much trouble! All the kitchen arrived in perfect conditions and the fitter we used through Howdens was excellent.

First class service and would definitely use Howdens again and Natalie.

Steven and Louise Kehoe

Dealt with Natalie at Hillam Road, Bradford. She produced a great design and helped us find a fitter who was excellent. Great products, both units and worktops. Wouldn't hesitate to recommend.

Lovely kitchen but terrible service.
Had someone come measure etc and agreed to a full kitchen refurb.
Never sent any tiles/splashback as agreed and as the illustration showed so had to pay extra.

Number of issues with units/work top upon delivery, reported and told these would be 'sent to quality team and would get back to us in 24 hours.
Never heard back.
Chip on fridge freezer door, dent on same door, scratches on units and large chip in worktop.

Emailed manager, poor response, replied and heard nothing back so will be taking issues to Obudsman.

Would not recommend

A good service no nonsense

Friendly staff and easy transactions

First time I have been to Howdens, purchasing kitchen units for a joiner to fit. From the first call to returning a ceramic sink that we unfortunately could not use, the service was brilliant.
The staff who I dealt with were professional, friendly and helpful, everyone you come across whilst there says 'hello' and makes sure you are being attended to. Delivery was convenient, time for delivery stated when order placed, contacted before delivery and the delivery guy was excellent, everything neatly placed in the garage.
The return was straightforward and dealt with very efficiently.
It is clear that customer service and a pride in what the team do is very important.
What a pleasant and positive experience, thank you.

Brilliant staff at the canal road branch.

Great service from the team, as always.

Mick serving the counter was very helpful and professional. The purchase was perfect and at a reasonable price.

It's always great going and shopping with howdens. Great bunch of staff.
Very friendly and helpful

Excellent staff at Howdens Canal Rd.
Kirsty is brilliant as well as the other staff. Warm and welcoming. Recommend them to everyone.

Very friendly and responsive service like to work with them

Best price and best service

Excellent service from start to finish. Robyn did a great job in designing and measuring. Also aftercare was great from all the staff. An overall A* experience.

Always use this howdens as my go to for all my joinery needs everyone is always on hand to help with any situation, Kirsty is always available to help with any of my work needs she’s knowledgeable in all aspects of what she does, polite and a fantastic member Howdens’s

As per usual did what it said on the tin good service good product good price
Thank you

Fast friendly service didn't have enough in but searched around to find some more fantastic