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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it's more mistakes been made than I expected
It was a long journey with kitchen connection to have my kitchen complete. There was miscommunications among providers and kitchen connection eg my bench top was delayed and actually it was poorly installed by bench top contractor. door was delayed and wrongly ordered and water filter was faulty and they had to change a new one. panel at the island is one longer than the other one. I can't even ask for fixing since it is such a huge job and I can't live without kitchen after I live without it nearly 3 weeks due to the delay. honestly, I am not happy with the whole process.
Unfortunately we are so disappointed with our kitchen connection kitchen. We got it installed just over a year ago on our newly built home.
We went a classic white and simple kitchen with clean lines throughout. It still cost us a small fortune (roughly $24k) but looks lovely...from far.
We have already had the trades come out once to fix issues but again the finishes are looking tacky. People are actually noticing and commenting which is pretty embarrassing considering we thought we were buying a premium product. I regret not using our loc...al cabinet maker who did our bathrooms, laundry etc that we have had no issues with. I have attached photos of some of finishes...including the ugly thick silicon beading the stone guys used as they went over the no gaps with it because it had cracked. Rather then scraping out the old product they just went over it which has made it thick as hell. It has also cracked....for us to fix it, we will have to pull it out and redo it AND now we will have to repaint because of it. Lots of cracks in the silicon on the bench tops as well as the no gaps on the bulk head. When you sit on the bar stools you can see under the overhead cabinets where they didn’t cover the screws.
Not as Seamless as you expect
Happy with the end result however Kitchen Connection did very little to co-ordinate trades once the project commenced.. Also didn’t see anyone from Kitchen Connection once the work had started. Small details were also not advised to us when we booked the kitchen like the fact that we would need a join in our bench top and in our glass splash back!
The reviewer stated that an incentive was offered for this review
Experience was ok
MY experience with Kitchen Connection was not 100% bad. The guys in the showroom are helpful. When it came down to installation they subcontract all trades which I don't think is great. [name removed] was my project manager and he was great. very professional, attentive and had exceptional communication skills. Now comes the not so great feedback. My cabinet Installer was completely unprofessional and lacked communication skills. Second day of install he turned up 3 hours late. No call no text to let me know. He had obviously gone surfi...ng because his wetsuit was hung in my driveway to dry. Then on 2 other occasions he was meant to come by as there were a few problems that needed to be fixed. The first time he messaged an hour after he was meant to be there saying he was not able to come. The second time he didn't show up I wasn't even informed and it wasn't until I chased it up with [name removed] that I was advised he wouldn't be able to make it. The quality of the cabinets and fittings is ok. but its not great especially given how much you pay. All in all it took me over 2 months to get my kitchen finished due to issues with fittings. post my review I had the guys follow up with me. I was impressed that they took on feedback regarding the installer and had a talk with him which I thought was great that they followed up to try to make it right. So I wanted to update my review to reflect the professionalism and customer service. Its a shame that one bad person effected my whole experience. in the end I have confidence that the team at kitchen connection will improve based on my feedback
Bad Customer Service, no contact and unfinished kitchen
We are very happy with our kitchen, the installation schedule was on point and happy with everything that has been done. Kitchen connections communication and customer care unfortunately was not. We spoke to our kitchen designer once, never heard from her again ( this is over 2-3 months and no replies to emails that we sent) even though she stated she would be working with us the entire process to ensure we were happy, our customer consultant who did our final check measure had to fix alot of mistakes she had made.
The installation and delive...ry process was smooth which we were very happy with But not one person has contacted us from kitchen connection regarding any process or how the installation has been. Since final payment we have heard nothing from them which is disappointing as they market their customer service in such high regard. There was also some changes that had not been made that we requested at final check measure (type of corner solution, open shelf that was supposed to be enclosed and cornice work done around top of bulkhead. (1 month on) I was only contacted by kitchen connection to take review down in exchange for a gift card, a man came out to review what needed to be finished but despite all of this we still have had no contact to finish our kitchen. Wouldnt recommend!
Sales team were excellent but once money was paid it went downhill from there!! The walk in pantry is not walk in and a waste of valuable space not what I was promised. The tiler was terrible not only was it a poor job it took us 2 hours to clean up after he left !! I have attempted to call the project manager [name removed] to get someone back as some adjustments need to be made but no response. Very poor as this was not a cheap project !
Install done - but it could have been better experience
Happy with the cost and happy with the quality. Not happy about the back and forth and delays over the say reason. Three times to get the pantry doors correct. Waiting weeks and multiple requests to get overhead cupboard doors fitted. Biggest issue is that the pantry doors do not open inwards as requested and as promised. I guess I may recommend Kitchen Connection.
The reviewer stated that an incentive was offered for this review
Final product is great
Great initial engagement and design phase. Not clear during contract phase that the price ONLY included the cabinets....all trades including cabinets install was an additional cost and only an estimate is provided by KC. You need to finalise or negotiate the trades cost yourself. Didn't help our negotiation position that the trades were also given the KC estimate. A number of the trades would not accept credit card payment - direct deposit only. We used all of KC recommended trades and found them very good. Flexible in their approach and more than happy to accommodate our needs. Kitchen looks great and we are happy with the end result.
The reviewer stated that an incentive was offered for this review
Pending resolution of issues
We have had a number of issues with our kitchen install which are now in the process of being resolved. I have agreed to remove my initial comments and update with new information when the install work is completed.
Product great, service average
The actual kitchen itself is lovely and the installers were fantastic and friendly. The service however from Kitchen Connection themselves was average at best. Minor changes to the design were not made for a period of 2-3 weeks and had to be followed up repeatedly to ensure we had the appropriate signed paperwork in time for their own imposed deadlines. The client service manager was hard to pin down for a few minor issues we had post install that we ended up addressing ourselves in the end. Overall the service seemed to stop once we had signed on the dotted line. Wouldn't recommend Kitchen Connection based on our overall experience.
Great end result
We went with kitchen kitchens from a recommendation, we really enjoy the process in the lead up the communication was great, however once it was all finalised we did not receive a follow up call or a visit to see the final result. For the amount of money you spend, you would expect this kind of service. Although it did not deter our happiness for our new kitchen, i do think that the final stage would involve a visit/ follow up call from both the designer and CSM. I wasn't going to leave a review but another friend I recommended who used a different branch had the same issue.
I store staff helpful when visiting. Installer great - punctual, efficient, friendly and tidy. Check measure staff arrived on time and efficient while providing answers to my questions. Was not completely happy with design as I requested high cupboards which designer advised could not be done. Considering height of bulkhead put in, there would have been plenty of room to include the low cupboards which I will have done later by own carpenter.
The Kitchen looks great!
We are happy with the finished product and love the extra cupboard space. There were a few issues with the design and placement of the island bench during the installation period which had to be re-adjusted.
The customer service management team have helped us rectify the outstanding issues.
Recommend for kitchens....but not for floors.
Kitchen installed, great job, workmen great. HOWEVER had a bad experience with the flooring company they go through. I wouldn't suggest you order your floor through Kitchen Connection.
Mixed experiences but overall satisfied
We had mixed experiences with Kitchen Connection.
The Mt Gravatt instore and at home designer experience was great. Once we signed the contract to purchase a new kitchen we had to go through a different section of KC to arrange for a final measure etc before construction. This seemed to be a drama in itself. We did contact the customer service about these issues and they did sort everything out for us and fast tracked our order so it would arrive when originally planned - which was good.
The installer was great. There were a few things he ha...
Great kitchen, challenging process!
The kitchen is amazing, the layout is great and the product is worth the money we spent.
However ... the sales rep at Rutherford was painful to deal with and needed persistent reminders to let us know the answers to a number of questions! His design in home took NINE HOURS 2-11pm and 3 bottles of wine later!!! Sorry but it was far too long and we would’ve much rathered come back to the shop a few days after and make our commitment, rather than kind of being guilted into signing up, just to get 25% off the kitchen!
We were then informed th...e kitchen would be delivered in 4 weeks, however, the install was going to be 2 weeks later. It would’ve been far more preferable for the delivery to be bumped to just before the install rather than fill a whole room with cabinets. The shining light was [name removed] at check-measure. If we could give individual scores, he would’ve received 7/5! He worked so well with our carpenter and probably resolved the problems from the designer as well as saved us some money by removing expenses that weren’t required. His responses to emails were within minutes and really showed value in his role within the company. Essentially his efforts were why this rating was this high. If anyone deserves a bonus for performance in this process, it’s [name removed]. At install, the blokes were easy to deal with and got the job done well. They worked with our trades and were able to achieve the desired outcome. Individually, they probably would’ve rated 4/5, losing a mark as they put the sinks in on the first afternoon, but didn’t seal them and weight them, meaning we were again without a kitchen on the second evening. Had they had the foresight to think “hey this family would probably appreciate doing the dishes inside” we would’ve been able to better coordinate our plumber. So overall, we are stoked with the kitchen, but we would definitely do a much broader search of options for our next renno! It’s far from a never again, but we would be a lot firmer on our expectations.
Worst customer service ever (Until you post a bad review)
They are really nice and helpful right up until you pay the deposit. The minute you pay the deposit they will ignore your phone calls messages and emails and your left in the dark wondering if you have mad a huge mistake forking out a tonne of money to a company that wont get back to you!
Before you sign keep in mind that you will have to pay for the kitchen in full before its even delivered (most other company's you would pay a deposit and pay the remainder upon completion when your satisfied with the finished product) also keep in mind that ...
Not entriely happy with our experience.
I previously left a 1 star review but am now editing. In brief we requested a $2250 deposit refund post not agreeing to or signing any contract and promised said within 10 days. We had to wait in excess of 30 days and were not contacted until I left a poor review. It disappoints me that our requests were, imo, ignored until we went public. Experience outside this was above average and I cannot comment on product or workmanship.
Design and initial service ok. Install very frustrating and reworking and communication issues preva
We chose to go with Kitchen Connection (KC) due to the great service of the design team and comparative pricing at the Kotara NSW store but unfortunately, once the deposit was paid for the kitchen and the process handed over to the install team, the project became quite frustrating. Despite originally agreeing with KC to liaise directly with our builder for payment and install scheduling, multiple parties from KC continued to try to communicate with us and were again politely reminded of the requirements. Also during the process, the quality of...installation was lower than expected and had to be reworked during the build. A less than professional blame game ensued and added to our concerns and overall time the install was taking. We are happy with the design yet continue to see less than expected quality of workmanship in our kitchen. As KC outsource their installers we may have been unlucky with the particular installer that had our job. This is evident in a recent warranty claim on workmanship for a leaking countertop/sink seal.
Good product, ok design but had an AMAZING cabinet maker - Steve! He went above and beyond and had the most amazing attention to detail! He even noticed the smallest imperfections and made changes to them! He works very hard and his workmanship is so rare. He went so far above and beyond, therefore my experience perfect!! Thank you Steve!!
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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