Kitchen Shack

Bought a new kitchen a few months ago from Kitchen Shack Preston. The whole process went seamlessly and we were delighted with the final installation.the sales lady Mary, was the ultimate professional and the installers super efficient. Would definitely recommend this company. Show reply

From start to finish, our consultant San, was outstanding in his communication and coordination. Our Installer Andy, was also fantastic to deal with, his communication and assistance with the little hiccups in installing our custom bathrooms as well as the kitchen and laundry was above and beyond. We are so very happy with our new Kitchen, Laundry and Bathrooms. Thank you so much! Show reply

Very happy with my new kitchen – Great service.. Mary from KS Preston was very helpful with the design phase. The installers coordinated everything.. extraction, disconnections, plumbers, electrician, benchtops and cleanup! Plus provided the name of a tiler. And the kitchen looks great too. Show reply

AWFUL. CONDESCENDING. RUDE. DON'T DO IT – STAY AWAY FROM KITCHEN SHACK. I have told every single tradie I know and have dealt with about them. ZERO STARS. I dealt with [Name Removed] from the Preston store and I regret ever stepping foot into that store. Also, they have received another terrible review, and refused to accept any responsibility for their behaviour, and instead suggesting… Read more

that it's the customer. Because sure.... the saying is "the customer couldn't ever possibly be right". I suppose anyone would become frustrated if pushed enough.

I am convinced that some of their Google reviews are fake. I made the decision to go with them because of the reviews, however my experience has been atrocious and there is no way that I'm the only one.

[Name Removed] made things unreasonably difficult and as she's the only person there, things took far too long. It took us 6 weeks to get to the point where we could proceed to manufacture. This is after a 3 hour meeting with her in the design room, with all my measurements and colour decisions made. Emails took 2-3 days on average to be responded to, which doesn't seem like a lot, but it adds up over time.

The actual product is fine, however the professionalism is non-existent. The terms and conditions / contract is terribly written (I suspect deliberately), if you want to escalate a complaint there is nothing you can do. There is no-one else you can deal with at Preston either and you have to suck it up. [Name Removed] doesn't understand the basics of customer service - she was fine to begin with, but the minute you questioned or complained, she turned passive aggressive and incredibly rude.

It's worth noting that the instructions to DIY are terrible, and if you are not 'handy', you will be in a lot of trouble. The installers Kitchen Shack use are NOT their employees, so they take no ownership of that side of things and we were ghosted by the installer after we requested an invoice in writing rather than a text message. For example, Mary forgot to account for the fact that the oven was right next to the dishwasher and didn't have anything in between so my husband had to buy and build a 'box' for the oven to sit in as there wasn't anything else to hold it in place.

The benchtops you buy from Kitchen Shack are not the same thing as the installation, that is an additional cost (which is double the amount other places charge - I got quotes to check it) and if you don't have an installer, then you have to make up the 'templates' yourselves, which can be difficult. Kitchen Shack has set up their business structure to ensure minimum responsibility and accountability.

The ownership structure is shady, it's not clear whether Kitchen Shack is a franchise or not, there is nowhere to take your complaint if you have one. I sent an email to one of the owners ([Name Removed]) and never received a response or even an acknowledgement.

The whole experience was absolutely abhorrent, and I will (and have) tell everyone I ever deal with about them, and hopefully that impacts their business.

Nice Kitchen – Firstly Andreas was excellent ,very accommodating to our changes .. & went out of his way to provide great service. The kitchen was way more expensive ( services )plumbers ,electrical ect than expected or quoted when purchasing kitchen. Though kitchen is nice , I would definitly reccomend look & shop around .. for upfront & definate accurate pricing on ALL extra costs . . Show reply

Highly Recommended – Kitchen Shack Moorabin were great. Andreas was very helpful and you get to see on a computer what your kitchen will look like. The Trades people they recommend for installation were also great. We had no issues and are very happy with our new Kitchen. Show reply

Fantastic well priced kitchen with great service – Andreas was absolutely fantastic to deal with. We began planning our kitchen and laundry during lockdown, which made things more difficult, but Andreas took some crappy scribbly drawings we did and brought them to life. He completely understood everything we wanted and made some fantastic suggestions on how we could improve things. When we were… Read more ·  1

finally able to go into the show room in Cheltenham, he had so many options to show us and took us through the million different “what if’s” we had in terms of different options for looks and pricing. I would highly recommend the kitchen shack and we will definitely be using them again.

Bad quality, worse customer service – We've had a brand new kitchen made by kitchen shack. Our experience with [Name Removed] at Preston has not been good. Doors are inconsistently made, customer care is non existing. She is quick to blame the installer, and the installer, his name was [Name Removed], was blaming poor cabinet sizes. As the customer I don't get looked after. Half of my… Read more

cabinet doors still don't properly fit the cabinet. I don't think the Internet reviews with 5 stars for this company are genuine customers. They are not even verified customers. I'd not buy from them ever again.