16 months and my kitchen still isn't complete

[Tatter]

Hi forum

Firstly hi to all. Secondly moderators please move this thread if I have posted it in the wrong place. Thirdly please excuse in advance what looks like a long complaint.

I'll try to be brief.

Kitchen delivered (parts only) in November 2014. Deposit on credit card, interest free loan on balance.
Problems reported within a few days- shortfalls on a couple of parts, damaged worktops, wrong handles.
Agreement to replace these but on 30 day turnaround. Nothing we could do at this point but wait.
Replacement parts arrive 30 days later. Handles still wrong/short delivered. In the meantime the fitters discover the units have been built wrong.
Customer service manager visits in December - agrees new units to be built and sent to us with the other parts.
Units and parts arrive- again a shortfall, and now the doors are the wrong size as are the handles.
Multiple emails later - MD visits with Technical chap in March 2015. Agree a full package of replacement because now the worktops are also marking and blowing.
Visit their store to choose worktops- not what we really want but it's what they have.

A few emails back and forth confirming all the details of the proposed replacements, with one part being a sticking point that we could not agree upon.
We send 30 day notice to rectify- in June. From that point no response at all.
In august 2015 we contact the loan provider for a section 75, who then involves the supplier and the broking company. Kitchen supplier brought into the emails between all parties in December 2015. All the loan provider would do is point us at the furniture ombudsman who were pointless as the supplier had already agreed that the majority of units/worktops/appliances required changing.

Then begins the dance again- where the suppliers agree everything they agreed a year previously until we get to the one part and it's stalled again, in the last week or so. The disputed amount is a few hundred but why should I pay this given the previous history and hassle this has caused us.

I'm not naming any names yet but this has been truly shocking. The amounts involved are in the region of £20k so it isn't a small claims track case to take these guys on.

I have absolutely everything in writing, including all the offers to replace most of the kitchen and related correspondence. At no point have I been rude.

I believe the mistake that I made was to go for a Section 75 on the finance part of the deal and not the credit card part of the deal, could anyone clarify?

My thanks in advance.

[Amethyst]

Re: 16 months and my kitchen still isn't complete

Morning,

You are well over a year later and still without the kitchen that you ordered and paid for. I'm not sure from your post exactly what's been fitted at this point so are you looking at just getting them to come pick it up so you can start over with a different supplier ?

Have you spoken with the Financial Ombudsman at all yet? and have you told the kitchen company you want to reject the kitchen in full ?
The furniture ombudsman left it at offered and tried replacement/repair. You're not happy with the replacement/repair and want to reject.

You should section 75 for both card and loan co, the card company will likely bring in the supplier/loan co as well, but you have recourse to the financial ombudsman if they dispute the claim.

Sharon
xx

[Tatter]

Re: 16 months and my kitchen still isn't complete

Hi Sharon

I did request an "unwind" 5 months ago, and funnily enough the supplier refused. For clarity it's the majority of the kitchen that they have agreed to replace, not the entirety however I thought from my layman's perspective at the time that surely they had a "reasonable" time to put this right before they should just call it a draw, remove their equipment and give us our money back?

J