Kitchens and Bathrooms

Readers tell us which fitted kitchen and bathroom companies transformed their rooms with minimum fuss

When Angela Watson ordered a new kitchen from MFI, she was told the refit would take two days. Instead, she ended up living in a half-built kitchen for weeks. Several items were missing from the delivery, so the worktops and hob couldn't be fitted, and Angela and her five-year-old son had to resort to living off takeaways. The replacement units were damaged, and the fitters had to come back so many times that Angela's installation bill doubled. 'What should have been my dream kitchen in our first home was rapidly turning into my worst nightmare,' she told us.

If you've spent thousands on new units, as Angela did, you'd expect the job to be completed quickly and efficiently. Sadly, our survey reveals that a third of kitchen buyers and a quarter of those buying bathrooms had complaints about the company they used. To avoid the same pitfalls, you'd be wise to choose an independent firm.

The Verdict on Kitchens

People were mostly satisfied with their kitchen refit once it was complete. But many had problems along the way.

Size matters | Delivery delays | The human touch | The best of the big names

Size matters

A quarter of respondents bought their new kitchen from an independent retailer and, it seems, with good reason. Compared with customers of big chains like B&Q and MFI, they were more likely to recommend their company, and were happier with customer service. Customers of independents also rated advice, ordering processes, value for money, and delivery arrangements more highly.

Delivery delays

Delivery was a common cause of frustration and led to setbacks for around a fifth of respondents, who experienced missing, damaged or incorrect items. 'Because damaged units had to be replaced, the time taken to complete my kitchen ran into months,' explained one survey respondent. Deliveries arriving in dribs and drabs also caused delays: only around half the people in our survey were lucky enough to receive everything in just one delivery. One person told us: 'After the fitter had finished, I had to wait another two weeks for the correct doors to arrive.'

Once again, the well-known names - with the exception of Wickes - tended to be the worst culprits. Our separate survey about home deliveries (see 'Home Deliveries', November 2003), also suggested that people were far more satisfied with deliveries from independents than from Ikea and MFI.

Problems don't necessarily end once the delivery's complete: 11 per cent of people in our survey were dissatisfied with the way their kitchen was installed.

The human touch

Customer service is clearly important, particularly if you have to spend time chasing deliveries. B&Q's customer service rating is below average: only 40 per cent of its customers were very satisfied with this aspect.

The best of the big names

Independents come out on top for most aspects but, of course, not all independent firms provide good service, so you still have to choose carefully. Likewise, the big names aren't all the same. Wickes and Ikea top the value-for-money chart and more than half of their customers would definitely recommend the company to a friend. See 'Kitchens Compared' for details of the good and bad points of these and other well-known chains.

Our Survey

In July 2003, we carried out a postal and an online survey of Which? subscribers who'd had a kitchen or bathroom fitted in the last two years. We sent out 1,705 postal questionnaires, and received a total of 1,653 responses by post and online (695 responses for bathrooms and 958 for kitchens).

Kitchens Compared

Big brands vs independents | Recommend to a friend | Value for money | Satisfaction with advice

Big brands vs independents

People who bought their kitchen from independent firms (brown bars in the chart) were more likely to be very satisfied with many aspects than those who used well-known chains (the orange bars).

Recommend to a friend

Value for money

Satisfaction with advice

Kitchens Compared : II

B&Q | Wickes | Ikea | MFI | Magnet

B&Q

Satisfaction with B&Q's customer service was below average. Customers found ordering easy, but deliveries were less likely than average to arrive on time. The good news is that customers didn't have to wait as long as average for their kitchen to be installed. This alone wasn't enough to impress, though. B&Q customers were less likely to recommend their company to a friend than those who used Ikea and Wickes. Also, although B&Q's units aren't terribly expensive, its value for money rating was lower than Ikea's and Wickes's.

Cost of basic unit About £33.
Delivery £50 for orders between £400 and £1,200. Free for orders above this.
Fitting Around £2,500 to install a 12-unit kitchen, including gas, plumbing, electrical work and tiling.

Wickes

Customers gave Wickes a glowing review. They liked the components and units, and rated customer service and value for money highly. An impressive 95 per cent of its customers were satisfied with the delivery arrangements for their kitchen, and it received the highest rating for quality of advice. It's hardly surprising, then, that 63 per cent of Wickes customers would definitely recommend it to a friend. Wickes doesn't offer a fitting service, so these comments relate solely to the supply of the units.

Cost of basic unit About £24.
Delivery Free with 'to order' range, and with 'take away' range if you spend more than £200 and live within a specific distance of the shop.
Fitting Wickes doesn't offer an installation service.

Ikea

Ikea tops the chart for value for money, and many respondents admired its components and units: in fact, 69 per cent said they chose Ikea because they liked the units. But it might not suit you if you're looking for a hassle-free refit. Satisfaction with advice was lower than average and only around half of Ikea's customers found ordering their kitchen very easy.

However, although customer service and delivery were less pleasing than at Wickes, customers were just as likely to recommend Ikea kitchens to a friend, perhaps because of the stylish designs and good value for money.

Cost of basic unit About £35.
Delivery Calculated in zones based on your postcode and the value of goods.
Fitting Ikea doesn't offer an installation service.

MFI

Many respondents were drawn to MFI by a sale. But, before you're lured in by big discounts and special offers, weigh up our survey findings.

MFI customers found ordering easy, but they were less satisfied than average with the advice they were given. And Angela Watson wasn't the only one to experience delivery problems.

Even with the sale prices that many enjoyed, MFI's customers were less likely to think their kitchen was very good value than people who bought from Ikea, B&Q, or Wickes. And just 39 per cent of customers said they would definitely recommend MFI's kitchens to a friend.

Cost of basic unit About £49.
Delivery Free on all kitchens.
Fitting Installation costs vary. Fitting a 12-unit kitchen costs from £1,100.

Magnet

A sale might seem a good reason to shop at Magnet, and 41 per cent of respondents chose the shop on this basis. But, compared with both Wickes and MFI, Magnet customers were more likely to feel aggrieved - in fact, 44 per cent of them had cause for complaint. As with most companies, ordering was easy. But, despite many respondents purchasing during a sale, only a third of them thought Magnet offered very good value for money. It's unsurprising, then, that only 32 per cent said they would definitely recommend Magnet kitchens to a friend.

Cost of basic unit About £87.
Delivery Free for orders costing over £300.
Fitting Installation costs vary and Magnet couldn't offer us a guide price.

The Verdict on Bathrooms

With bathrooms, the picture's fairly similar: again, independent suppliers out-performed the well-known brands.

A quarter of people had some kind of complaint - fewer than with kitchens. But most were fairly satisfied with the final result. Overall, 84 per cent would definitely or probably recommend the company they used, and 91 per cent felt it offered good value for money.

The independents | Bathroom fitters | Common complaints

The independents

Customers who bought from independent bathroom companies were more likely to be very satisfied with the advice given, the delivery arrangements, the quality of installation, and the customer service (see 'Satisfaction with Bathroom Companies'). Overall, 59 per cent of people who used an independent supplier would definitely recommend it to a friend, compared with just 32 per cent of all those who used a well-known chain.

People bought their bathrooms from such a broad range of companies that we can't generalise about particular brands. The best advice is to opt for a recommendation from a friend, or to consider getting quotes from a few local independent firms.

Bathroom fitters

Retailers such as B&Q and MFI offer an installation service, and it certainly seems like the simplest option to let them fit the bathroom for you. But you can end up paying for this in more ways than one. The reasons why people chose to use their own fitter are perhaps revealing: a fifth of them said the independent option proved cheaper; almost a third said they trusted their own fitter; and some said they wanted to go on a personal recommendation.

Our survey uncovered even more reasons to consider employing an independent installer. Those people who used the kitchen company's fitters were more likely to be dissatisfied with the installation and more likely to have cause for complaint against the company than those who employed their own fitters.

Common complaints

Delayed installations, deliveries that contained faulty items, poor workmanship and customer service were all common irritants. One person told us about a particularly extreme case: 'The installation was so bad we were without a bath or toilet for three months'. It's not surprising that several people were unhappy with customer service and communication: of the fifth of people whose bathroom was delivered late, 41 per cent weren't notified of the delay in advance.

Satisfaction With Bathroom Companies

Customers of big-name bathroom companies (in orange) were less likely to be very satisfied with many aspects of service, and less likely to recommend the company than those who used independents (in brown). Such a wide range of bathroom companies were represented that we can't give figures for individual brands.

Choosing a Company

A personal recommendation is a good route to finding suppliers or fitters. But, if your friends, family or neighbours can't suggest anyone, look for a company that belongs to a trade association, and find out what protection is offered. Trade association membership won't guarantee satisfactory work, but it can make it easier for you to get problems resolved. Members of the Kitchen Bathroom Bedroom Specialists Association (KBSA), for example, must meet minimum service standards, and KBSA provides an insurance-backed deposit protection scheme, designed to safeguard your deposit if the company goes bust and fails to supply your goods. But beware the small print: this will apply only if the member has taken a deposit of no more than 25 per cent, and there is a strict time limit of 60 days for making a claim. You can search for members in your area on the KBSA website (see 'Contacts'). Many big stores now belong to the Qualitas scheme (see 'How Qualitas Can Help') which also offers some protection.

Before you choose a company, get estimates from a few different firms. Once you've picked your favourite, ask them to provide a written quotation, making sure they come and survey the room first. The quotation should cover every aspect of the job, including fitting, tiling and flooring.

Ask what sort of guarantees the company can offer and whether it provides an after-sales service and inspection. If you buy your kitchen cabinets from Wickes, for example, you'll get a five-year insurance-backed guarantee, and baths and pottery from Wickes are covered by a 25-year manufacturer's guarantee. Magnet will check installation once a project is completed, and it gives a 12-month guarantee on workmanship and a 15-year guarantee on cabinets.

Payment

Make sure the company gives you a schedule of payments and an itemised bill when the work's complete. Ideally, pay in full only when the work is finished to your satisfaction. Pay by credit card, rather than in cash, as this gives additional protection. If the service isn't up to scratch, you can claim against the credit card company as well as the company you bought from.

Making a complaint

Wickes and MFI have customer call centres where you can lodge complaints. For any complaints about goods or services from Magnet, B&Q or Ikea, you should liaise with the branch or with their dedicated customer service teams. If your complaint isn't resolved straight away, put it in writing and specify what you'd like to be done and when. For serious complaints, consider asking an independent expert (a surveyor, say) to back you up, and take photos if appropriate. If the company is in breach of contract, consider withholding any further payment until the dispute is resolved. But check the small print and be wary if you have a credit agreement, as falling behind with payments could affect your credit rating.

Getting a Good Deal

• Anything you buy should be of satisfactory quality and fit for its purpose. If it's not, the retailer is legally obliged to sort it out. You lose the right to reject faulty goods if you've kept them for a reasonable time after inspecting them. However, if a fault becomes apparent later on, you'll still be entitled to a repair or replacement. You can make a claim up to six years (or five years in Scotland) after you've bought something.

• If you want a job done by a certain date, you can make 'time of the essence' in your contract. Agree this with the company manager when you order and put it in writing. This entitles you to cancel and get a refund if the company fails to meet the date. And, if you have to pay more because you're forced to use another supplier, you can claim the difference.

• If you don't agree a specific date at the outset, you can still give notice in writing, imposing a reasonable deadline. If the company fails to meet it, you have the same rights as above.

• Any job should be carried out 'with reasonable care and skill and to a proper standard, using materials of satisfactory quality which are fit for their purpose'. If not, you can ask the fitter to put defects right free of charge. Jobs should also be completed in a reasonable time and for a reasonable charge. Always get a written, firm quotation before work starts.

How Qualitas Can Help

With some companies, you have no choice but to pay the full cost upfront. B&Q, Magnet and MFI, for example, require full payment prior to installation. Fortunately, help is at hand in the event of a dispute. The Office of Fair Trading has long been concerned about this practice and has put pressure on companies to change the way they work. The result is that MFI, Magnet and B&Q are all now members of Qualitas, an independent standards body for furniture and floor coverings. If you complain to Qualitas, it will hold 20 per cent of anything you've paid while your complaint is being investigated. And, if the dispute isn't resolved, Qualitas can provide a conciliation service and ultimately adjudicate, making a decision that's binding on the company. You can go to court if you're still unhappy.

The system sounds good in principle, but it's not helpful if it's kept secret. We're concerned that companies aren't making consumers aware of the scheme. Disputes with home improvement companies are among the most common complaints we receive at Which?. Yet not a single one of the bathroom customers in our survey had complained to Qualitas. And just 1 per cent of those who complained about their kitchen had approached the body.

We asked some of the major companies when and how they tell customers about Qualitas. All assured us that they mention the scheme when the customer and company can't reach an agreement. The OFT is currently reviewing the scheme to monitor its effectiveness and is seeking consumers' views. A questionnaire is available at www.oft.gov.uk.

Angela Watson was never told about Qualitas, even though she initially rejected MFI's offer of £400 to cover the extra fitting costs for her kitchen. If you're having problems with your own dispute, try contacting Qualitas on 01438 777777.

Case Study

Hugh does it his way

Hugh Stewart was one of many readers who used an independent bathroom fitter and was very satisfied with the results. His local plumber not only fitted his new bathroom, but sourced all of the components according to Hugh's own detailed specification, while managing to perfectly preserve all his existing wall and floor tiles.

Hugh explained why he chose an independent supplier: 'I had no wish to be sold a package deal where I might not like some of that company's material.' Instead, he hand-picked every component (right down to the bath plug and towel rail) after visiting showrooms and studying numerous brochures. He admits this was time-consuming, but is very pleased with the end results and feels it was well worth the effort. Hugh set up an initial meeting with the plumber to discuss his requirements and, once Hugh had decided what he wanted, the plumber provided a detailed estimate. Work started a few days after the materials were delivered, and was finished in four or five days.

Kitchen Planning Tips

• Draw up a scale plan to try out different layouts. Cut out squares the size of the units and appliances and move them around the plan to get the best design. Alternatively, use the free 3D planning service offered by many kitchen showrooms.

• Try to keep your sink, cooker and fridge close together to maximise efficiency. When you draw up your plan, place these first and draw three lines to connect them. This usually results in a triangular shape. The smaller the triangle, the easier it will be to make the most of your kitchen.

• The sink, washing machine and dishwasher should ideally be placed against an outside wall so that waste pipes can be plumbed in easily.

• Don't put the fridge next to the cooker as the difference in the temperatures of the two appliances will make both work less efficiently.

• Don't put an appliance in a corner where it might block adjoining cabinets, and don't position a cooker or hob (especially gas) under a window.

Bathroom Planning Tips

• As with kitchen planning, keep in mind where the existing service points (water, electricity, etc) are. Also think about how you'll use your new bathroom and whether it will be easy to keep clean.

• Keep enough free space to dry yourself next to the bath and enough elbow and head room at the washbasin.

• You can get help with planning a bathroom from many showrooms.

Contacts

B&Q
0870 0101006
www.diy.com

Ikea
0845 3551144
www.ikea.co.uk

Magnet
01325 744344
www.magnet.co.uk

MFI
0870 6075093
www.mfi.co.uk

Wickes
0870 6089001
www.wickes.co.uk

Further Information

Kitchen Bathroom Bedroom Specialists Association
01905 621787
www.kbsa.co.uk

Qualitas
01438 777777
www.fira.co.uk