Kitchen Connection offer a monthly draw for the chance to win a $500 Westfield Shopping Voucher for reviews both positive and negative. The winner is randomly drawn each month from a reviewer that had their kitchen installed and completed in the previous month.
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Showcase staff was friendly and nice. But they said our kitchen will be done before Christmas but never happen before Christmas. finally done in January but cupboard has tiny chips and slide mark and exhaust fan is not straight and one right doesn't work. We calld to them and had appointment 2weeks ago. but they didn't come and still not fixed. We took dayoff for this day. really disappointed with this company. I don't recommend Kitchen connection.
Kitchen worked out eventually but not a good experience
Overall, we got a kitchen that we are happy with BUT, had to pay considerably more than originally quoted, and required considerably more input and effort from us than we were originally informed.
For a company that says "we take care of everything from inspiration to installation", we were left very disappointed by the service.
Would not try again.
The kitchen we designed is great and we're happy with the end result but for a service that markets itself on being "seamless and stress free", it was anything but.
After working through mul...
The reviewer stated that an incentive was offered for this review
Once they have your money the customer service leaves a lot to be desired
Kitchen selected and 2 x check measures performed by the company. A trade schedule with dates provided for each step of the process.
Installer arrives and realises one of the cupboards missing . It was never actually ordered from the check measure. Now have to wait for its production and the installer will need to visit again.
Cooktop doesn’t arrive . I chase and am told it’s not available, so to go and purchase my own to be ready for Install. I ask for a refund on the cooktop I have prepaid - still waiting .
The schedule informs me that t...he stone is to be measured the day after installation . I take time off work and no one shows. I call the company and am told that a stone measure was never booked in !! I currently have an unfinished kitchen with no bench top in production This type of service is unacceptable ...domino effect of errors which the customer has to find out about and then do the chasing to try and rectify.
There are better ways to buy a kitchen.
Shop around you can get:
>more for your money using another company. Yes, even when Kitchen Connection is offering a "special"
Shop around you can get:
>final payment after installation. Kitchen Connection requires full and bank cleared payment 3 days before your kitchen is delivered.
Shop around you can get:
>no pressure to pay a deposit on first design appointment. A deposit paid to Kitchen Connections is very difficult to get back if you change your mind after thinking over the terms and conditions you have signed for.
Shop around you can get
>Customer Service which is more than just friendly staff. A fair deal with as little risk as possible to both parties is good customer service.
Not a great result
not very happy with how our kitchen turned out. We designed and bought all our new appliances through KC and when our new Electrolux fridge was installed, not only did it have a dent, but also stuck out into the space between the kitchen island and the fridge making it impossible to walk easilt through this space.
When we pointed out the design flaw, we were informed that it was our fault and should have read the fine print of what we had signed. In none in the 3D images or check measures were we told this would be the case, and with minor adju...
Cheap price, project management not included
Our kitchen took months to complete. Poor quality workmanship from some of the tradies. The plans weren’t followed and kitchen connection refused to come and check the workmanship stating ‘project management is not included’. Beware, you have to pay for your kitchen when it is delivered, not installed and there is limited recourse when things aren’t as you might think they would be.
If you want a stress free and seamless process, avoid Kitchen Connections. A promised 3-4 week project became 2 months of stress! It's a big company with too many 'cooks'. The product is reasonable, but you are dependent on different trades to complete their part of the process, and if one is less than professional, the project stalls. Where as most of the trades were professional, 'Flooring Inspirations', who lay down the new floor, were also responsible for the kitchen rip out.....big mistake! As well as creating a huge mess, walls, skirting ...boards and tiles were damaged...and unbelievably, they lay the new floor over the laundry drain/waste!! The Kitchen Connections customer service follow up was practically non existent. I had to repeatedly make phone calls until the situation was rectified. Kitchen Connections expect you to pay the total cost upfront....therein lies the problem. I have learnt a huge lesson...don't!!
Suppliers only $30k + $6k installation Job No: KA08330
Job No: KA08330
We had plans to refit our existing kitchen, laundry and two storage cabinets. Finding Kitchen Connection Kotara, it looked good. To be frank, I was impressed by what they say they can do. The sales lady knew what she was selling, she said they do everything.
BUT they don’t do everything and it was shock to find extra bills.
Kitchen Connection is only selling the individual boxes and they just drop it at your house. Then the sub-contractors put it together and who then invoice you. Kitchen Connection doesn’t do every...thing. There was an extra $6000 to install it. Basically a sparky, plumber, plasterer (not happy with him) and tradesman are extra fees. These guys knew their work and didn’t waste time but they cost an extra.
You probably should not be asking us for a review
This kitchen was a nightmare from the beginning to the end, causing both my wife and I extreme unwanted stress. Whatever could go wrong, went wrong.
I could not in all honesty recommend this company.
We will be living with what we have and putting up with the shortcoming.
The principals of the company are all aware of the issues we have encountered.
The day our wardrobe was to be installed was the day we found out there were no side panels included. We had discussed the back wall and agreed to paint that but at no time had anyone mentioned the side panels. The computerised drawings, the advertising brochures and the displays in the showroom all had side panels but our wardrobe did not. I rang the North Lakes store 3 times in an effort to discuss this and 3 times I was told my message would be handed on to the manager as he was the only person who could help. He managed to find time to ring...the installer and get his side of the story but could not find the time to talk to his customer. The next day I sent him an email outlining my concerns and I have had no response. The problem of course is that you have to pay the full amount of the installation 3 days before they install so therefore they do not have to worry about any concerns you might have. This lack of response has ruined the experience for me and I will never recommend Wardrobe Connection North Lakes to anyone; in fact I find myself sharing my unacceptable experience with quite a number of people.
Disappointed... Long painful process, poorly organised.
To date kitchen is still unfinished awaiting parts that were not originally delivered...
Poor organisation starting from CSM (customer service manager) being on annual leave during kitchen install leading to ourselves having to organise all trades and resolving arising issues (being many) with tradesman directly, so this was a big fail given the primary reason you choose to build using a company such as this (not to mention the extra cost) is to have someone look after these issues for you...
Benchtop was delivered with scratches leading to ...
The quality of our kitchen is terrific. [name removed], the fellow who put it all together, is an excellent tradesman and a pleasure to deal with. I would have him and the other tradesmen back any day. That cannot be said about the management of the project by the so called Customer Support Manager. His performance was woeful. The kitchen started in November and was finally finished at the beginning of February and the fellow didn't want to talk about any issues and would only communicate by email. He blamed everyone else for the problems and made little effort to provide "customer support". Because of this i could not recommend Kitchen Connections to my friends.
Incorrect and Unfinished
My kitchen started installation in November, I still have incorrect cabinets and holes in my walls. The individual work done by the tradesmen is good, but there has been no overall management of the process. They have been many mistakes all the way, some of which have been corrected. No one has contacted me to ensure everything is in order and that I am happy. I feel as though I have been managing the process, yet I have paid Kitchen Connection to do that.
I don't feel like I have received value for money and would not recommend the organisation.
We ordered our kitchen through the Ashmore branch. The initial consultation was very good however but that is where it ended. We requested that the kitchen be made slightly bigger but without moving the waste drain. We were told this was possible by putting a dogleg pipe under the base of the unit. The designer failed to allow for the recessed kick board under the cabinet door and the customer service manager (CSM) failed to pick up the error when he came to do the check measure. The CSM attended our house, placed a set of plans on the tab...le which my wife did not understand due to all the coding and told us if we didn't sign it we wouldn't have a kitchen. The CSM's manner was less than acceptable. Once the kitchen arrived there were several units that were damaged and had to be replaced. I phoned the CSM & left a message to which he did not bother replying. Prior to install I had new 600 x 600 tiles installed wall to wall with the intention of having the cabinets placed on top for a seamless look. Due to the mis-measured cabinets three of my brand new tiles had to be lifted in order to move the reducer in the waste pipe so the kick board could be installed. The tiler that kitchen connection supplied put the new tiles in and left a 3 mm lip which was unacceptable and had to be called back to make good. This meant lifting two of the tiles and putting in another two new tiles. One of the tiles had to also be cut around the cabinet causing me to lose my seamless look. At no time has kitchen connection contacted me to offer to pay for the brand new tiles that had to be lifted. The CSM just shrugged off the issues as "these things happen when you build". The only positive was [name removed] the installer who was very professional in his attitude and attention to detail; sadly he seemed to be dumped with the CSM's inability to communicate with the customer and would end up having to fix up the errors despite being an independent contractor. Although I now have a kitchen that I am 90% happy with, in hindsight I would have been as well off purchasing from a supplier and employing an installer and I would have probably saved $5000.
Sub Par Experience Soured By Post-Delivery Follow Up
Everything started so well. Our showroom consultant [name removed] and designer [name removed] were fantastic. Both were extremely knowledgeable and helpful in their respective roles to secure our business. That is where the good times stopped. Our customer support manager [name removed] was away at the time of installation and failed to provide a contact to inform us of the delivery and installation logistics in his absence. Very stressful when just days before your $15,000 kitchen is due to be installed, no one knows anything about it. Furthe...rmore, the information that we were provided regarding installation times was incorrect resulting in us having to take additional days off work. Luckily, the product itself is fantastic and we do love it. A few bits of panel damage missed by our installer [name removed] were later fixed which we did appreciate but securing a full island bench over the top of masking tape used to confirm its position was not (the tape is still visible despite multiple attempts to cut it out from underneath). All and all - a sub-par experience but by no means bad. Until receiving no less than 4 follow up phone calls, attempting to coach me how to fill out a survey. Repeatedly asking for a 5 star rating after having not earned it has certainly soured the experience.
I am very disappointed with Kitchen Connection Kotara. It is now almost six months since the start of my kitchen and still isn’t finished. Signed up in July and was informed that it would be finished before Christmas. Once I signed the paper work and paid full amount the service ended there. What I was shown in the showroom is not what I got. Incorrect tiles delivered twice, the tiler suggesting that I would have to accept the incorrect tiles and after much discussion he left saying that I would not get the tiling done for at least another ...three months. The correct tiles have now been delivered, but not installed. The stone bench top is not the incorrect size. The stone company are blaming Kitchen Connection and Kitchen Connection are blaming the stone company. The pantry drawers that I was shown in the showroom are not what I got and one of the drawers is over my head, so I cannot access that drawer without a step ladder. When speaking with the project manager everything will be completed by Friday, but am wondering which Friday. When I ring my calls are not answered, I keep ringing and eventually I get the response that it will be finished by Friday. Though I must say that the installer, plumber and electrician were excellent. It is now Christmas and I am still waiting. Might be done for 2017 Christmas.
What a NIGHTMARE!!
Problems from start to finish. Bench top finished at 890mm high, when 950mm requested. Kitchen looks good but still not what we paid for!
Reference - AY0774603 - Unfortunately this was not a happy experience for us. Installation took over 2 months. One section of bench top cut to wrong size 3 times, spec was not followed. Had to take time off work multiple times for no result. When finally cut to right size and installed, damage occurred when a small piece of laminate top on adjoining section of bench came away. Installer told us to take it up with the manager, however we just couldn't be bothered, as it would have meant even more wait time, additional sections of bench top to co...me off, appliances needing to be temporarily removed etc. Customer service manager ([name removed]) not very responsive to calls and texts. Eventually got series of emails with new date/s for installation - always took over 2 weeks with no apology offered. After 3rd time wrong, he went on holidays without phoning back. Chased up sales contact [name removed] and never heard anything back until 2 weeks later when we escalated it to State Office. After installation (finally) successful, got a followup call from [name removed] and advised him of a couple of other minor issues, no response received to date. Will definitely not be recommending to others.
Poor customer service and stressful experience (Maroochydore)
Customers service was appalling and at times unprofessional at the store level. We tried email, phone, text and face to face to have someone come to assess all of our outstanding issues. Only after we escalated to the state level did we get visit. If not for the State Customer Service Manager we would still be waiting for a response. Nothing went to plan with the exception of the tradespeople/contractors.
We had: tradespeople booked at incorrect times, power points omitted from plan, missing cupboard parts, 12 from 23 door/drawer/panels repl...aced, new kitchen left a hole in the tile floor (not planned for but eventually fixed), stone benchtop joint not satisfactory, the underside of the high cupboards finished VERY poorly, inappropriate pricing of third party products. We must compliment and thank all the tradespeople/contractors for their professionalism and excellent customer service. The overall experience was anything but the stress free experience Kitchen Connection promised. The kitchen does look good but it was not worth the 11 weeks of stress. Kitchen was signed off 7 April 2016 but since then we have just noticed cupboard joint has cracked and found ANOTHER chip on cupboard door. We cannot recommend the Maroochydore store to deal with.
Supposed to make it hassle free-what a joke
Cabinet left behind, tradesman not booked, those that were didn't show up, trades quotes far under what we had to pay, had to book own tradesman to take over job, unhelpful project manager who argued he wasn't a project manager. Kitchen not finished on time, can't be told when it will be. So much for telling us they take the hassle out of everything. Passed from mr gravatt where we booked to Gold Coast project manager and tradies! Why?????knew it was too good to be true! Beware of promises, they aren't kept. So so sorry I ever spent money with kc, get your money for cabinets and service thereafter is non-existent.
Questions & Answers
What is the cooling off period after signing the contract for a new kitchen?
Are there any clients of 'Kitchen Connection' who had purchased the Blum Soft Close Blue Motion Drawers and are experiencing issues with the draws not always closing properly despite numerous attempts with adjustments by 'Kitchen Connection'? 'Kitchen Connection' installed the 30kg version of the drawer slide, we think they should have installed the 65kg version Blum Soft Close Blue Motion Drawer-slide for the size of the draws that we had purchased. We believe that the weight of the items [steel pots and heavy glassware], may require a stronger drawer slide. We have 17 draws... 11 of the 17 are working fine, 6 of the 17 are problematic.
This question is aimed simply to gauge how many other clients are having similar problems.
Hi David. Thanks for your prompt response. Fortunately, or unfortunately, it is not the Blum Draw Slider per se that is at fault. If the 6 drawers were empty or half-full, the mechanism works as it should. The issue with the loaded drawers had been reported to Kitchen Connection almost straight after the kitchen was installed and twice thereafter following 2 x site service visits. I've also gone in personally to the branch in Maroochydore, was promised in vain that someone would come out. You may go back to your records to concur. Even then, we suggested that Kitchen Connection consider the 65kg version in place of the 30kg of Blum's product. I will admit that I am not an expert, it just seems logical to deduce that it appears to be a weight problem as the drawers work when empty. I must stress, I am not in any way looking for a hand-out or freebee. Even now, I am willing to pay the difference between the 30kg and 65kg versions if that is what is required. All I am after is a working solution. These drawers never worked as they should from get-go.
David, to recall. We have 17 draws. 11 are working as it should. 6 are not. The 11 all have lengths between 85cm to 93cm. The 6 problematic draws are all approximately 120cm in length.
Hi Kitchen connection,
I signed up for a new kitchen last week. I would like to change the sink and rangehood, I have emailed the showroom over a week ago but no response. Is it possible to change these appliances and how can I get this changed in the contract?
If you contact your designer they will be assist in any changes you wish to make
Kitchen Connection Customer Service
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